Cause Code

80

When a call is queuing in a skill queue, the call is transferred to the IVR flow for voice playback and digit collection. If a customer presses the cancel key, the flow uses this error code to request canceling the call queuing.

256

CCIVR/IVR normal call release.

263

The CCIVR/IVR disconnects a call because of connection failure.

338

The CCIVR/IVR disconnects a call because no flow can be found or an error occurs when parsing flows.

339

The CCIVR/IVR disconnects a call because there is no sufficient control blocks.

340

The CCIVR/IVR disconnects a call because the MRF script type is incorrect.

342

The CCIVR/IVR disconnects a call because the conference name is incorrect (possibly too long).

346

The CCIVR/IVR disconnects a call because waiting for the called party to pick up the phone times out after the CTIServer returns a call to the called party.

350

The CCIVR/IVR disconnects a call because waiting for the business module to pick up the phone times out.

354

The CCIVR/IVR disconnects a call because the handshake with the CTIServer times out.

356

The CCIVR/IVR disconnects a call because the CCIVR outgoing call times out.

357

The CCIVR/IVR disconnects a call because the IVR fails to connect the calling party and called party.

359

The CCIVR/IVR disconnects a call because the maximum conversation duration is exceeded.

360

The CCIVR/IVR disconnects a call because of other errors. For details, see the logs.

501

Default call release cause. The cause could be any of the following:

1. The routing result from the CCS is not received after a call accesses the platform. As a result, the call is disconnected.

2. After a call accesses the IVR, a flow disconnects the call.

502

The platform disconnects an outgoing call because waiting for the ringing of the ACD times out or waiting for call answer times out.

503

The platform disconnects a call because the handshake between the platform control block and ACD times out after the call is established between the ACD and the platform.

505

The cause could be any of the following:

1. When a call is transferred back to the agent console after the agent console transfers the call to the IVR in suspension transfer mode, the agent console times out in responding to the suspension resuming message. As a result, the platform disconnects the call.

2. When a call is transferred back to the IVR after the IVR transfers the call to the agent console in suspension transfer mode, the IVR times out in responding to the suspension resuming message. As a result, the platform disconnects the call.

506

After an agent transfers a call to the IVR in suspension transfer mode, waiting for the CCS to return the routing result times out.

507

After a non-agent device transfers a call to the IVR in suspension transfer mode, waiting for the CCS to return the routing result times out.

508

When a call is transferred, waiting for the CCS DO_FORWARD times out.

509

When an internal call is successfully transferred, waiting for the CCS FORWARD_COMIT times out.

510

When the platform initiates an outgoing call, waiting for the ACD SETUP_ACK message times out.

511

When the platform initiates an outgoing call, waiting for the CCS OCCUPY_ACK message times out.

512

A call is released because the number of calls waiting in a skill queue exceeds the maximum limit.

513

A call is released because the number of calls waiting in a skill queue exceeds the maximum limit.

514

When a call is transferred from an agent to an automatic flow, waiting for the automatic flow to respond times out.

515

During call transfer, waiting for the transfer destination device to respond times out.

516

Waiting for the routing response from the CCS times out.

517

Waiting for the ringing or response from the destination device times out.

518

The client disconnects a call.

519

When a call is transferred in suspension mode, the address sent by the CCS to DO_FORWARD is incorrect.

520

When a call is transferred in suspension mode, the address sent by the CCS to DO_FORWARD is incorrect.

521

An agent initiates call redirection (a call is disconnected and transferred out).

522

An automatic flow initiates call redirection (a call is disconnected and transferred out).

523

When the platform initiates an outgoing call, the CCS returns a device occupation failure message.

525

The destination address in the routing result returned by the CCS is incorrect.

526

The CCS returns a routing failure message.

528

During outgoing call preview, the CCS returns a failure message.

529

After a flow transfers a call to an agent in suspension mode, if the agent hangs up and transfers the call back to the IVR, the IVR returns a failure message.

530

The IVR initiates call combination.

531

A call is normally disconnected in the ACD.

533

When a flow transfers a call to another flow, the flow releases the call before ringing.

534

When the CTIServer is disconnected from an ACD module, all the calls of the ACD module are released.

535

The CCS returns a routing failure message.

536

When a customer cancels queuing, the platform releases the call.

537

A call is disconnected in the ACD because the called party is busy.

538

A call is disconnected in the ACD because the called number does not exist.

539

A call is released after the CCS is switched.

540

A call is released after voice playing.

541

A call is transferred in suspension mode to a device. After the destination device processes the call, and the call is returned to the suspension device, the CCS returns the RESUME_ACK error message.

542

A call is transferred in suspension mode to a device. After the destination device processes and releases the call, the CCS returns the HUNG_RELEASE_ACK error message.

543

A call is transferred in suspension mode to a device. After the destination device processes the call, waiting for the CCS to send RESUME_ACK to notify the suspension device of call resumption times out.

544

A call is transferred in suspension mode to a device. After the destination device processes and releases the call, waiting for the CCS to return the release result HUNG_RELEASE_ACK times out.

547

When a call is transferred, the re-routing result returned by the CCS is not a virtual device, but the transfer indication address sent by the CCS is a virtual device.

548

A call is disconnected in the ACD because the mobile phone of the called party is powered off.

549

A call is disconnected in the ACD because the called party is out of the service area.

550

When a network call is transferred in suspension mode, after the destination device processes and releases the call, the CCS returns an error.

551

A call is disconnected in the ACD for another reason.

552

During a network call, the peer call center is abnormal.

553

During a network call, the destination call center times out in waiting for the network incoming call from the ACD.

561

A call is released due to queue overflow.

562

No agent is on duty.

564

The number of concurrent calls exceeds the configured limit.

565

The total number of automatic calls exceeds the limit.

566

The number of concurrent calls in the flow exceeds the maximum.

567

The called number cannot be found.

568

The customer level is incorrect.

601

The ACD disconnects a call because the calling party hangs up before the call is answered.

602

The ACD disconnects a call because no resource is available.

603

The ACD disconnects a call because the called party does not answer the call.

604

The ACD disconnects a call because the called party rejects the call.

605

The ACD disconnects a call because the line is busy.

606

The ACD disconnects a call because the call times out.

607

The ACD disconnects a call because the mail box is full or suspended.

For details, see the UAP original call release code 5.

608

The ACD disconnects a call because emails cannot be created for calls.

For details, see the UAP original call release code 6.

609

The ACD disconnects a call because the channel is reset.

610

The ACD disconnects a call because of abnormal UAP resource operations.

611

The ACD disconnects a call because the Cp conference is faulty.

612

The ACD disconnects a call because the Intess control block is faulty.

613~619

The ACD disconnects a call.

714

Internal routing fails because IVR resources are occupied or no IVR access code is registered.

732

The cause could be any of the following:

1. During a conference call, a participant is removed from the conference.

2. During a conference call, the conference moderator proactively releases the conference or the CCS is abnormal.

852

The client disconnects and rejects a call.

853

A call is released because an agent does not answer the call for a long time.

1057

Failed to route the message leaving call.

1058

Waiting for the routing result of the message leaving call times out.

1059

Waiting of a message leaving call for the queuing message times out.

1060

Waiting for an agent to answer a message leaving call times out.

1061

The release of a message leaving call times out.

1062

The internal message leaving call times out.

1063

The handshake of the message leaving call times out.

1064

Failed to create the conference.

1065

Conference creation times out.

1066

Failed to join the conference.

1067

Querying the enterprise ID times out.

1068

Failed to query the enterprise ID.

1069

The value of EnterPriseID is empty.

1070

Querying conference information times out.

1071

Failed to query conference information.

1072

Obtaining conference data times out.

1073

Failed to obtain conference data.

1074

Conference detection times out.

1075

The number of participants in the conference is less than expected.

1076

Releasing the conference times out.

1077

The call duration reaches the maximum.