Error Codes

**Table 1** CC-Gateway error codes
Error Code	Description
000-001	The method of obtaining the agent event is incorrect.
000-002	The parameter or address transferred by the agent through the URL is incorrect, or the interface parameter is invalid.
000-003	No permission to invoke the interface. The agent authentication may have expired.
000-004	The agent is being switched over.
000-005	The agent to be inspected is the inspector.
000-006	Message parameter error.
100-001	The sign-in parameter is left empty or is invalid.
100-002	The agent has signed in.
100-003	The ResourceUnavailableException or ProviderUnavailableException error is reported when the agent signs in to the system.
100-004	The username or password entered for sign-in is incorrect.
100-005	The sign-out parameter is invalid.
100-006	The agent does not sign in.
100-007	An exception occurs during the agent's operation. The possible cause is that the WAS resource is incorrect and fails to be accessed or an internal error occurs.
100-008	The agent has signed out.
100-009	The agent status is incorrect.
100-010	A state error occurs during sign-out.
100-011	The parameter is invalid when the agent signs in.
100-012	The agent type is incorrect during sign-in.
100-013	The phone number bound to the agent is invalid.
100-014	The phone number used for the agent to sign in is not within the configured range.
100-015	The agent has signed in and cannot be forcibly signed out.
100-016	When the agent signs in, the IP address is invalid.
100-017	The uPortal authentication fails.
100-018	The VDN ID for agent sign-in is different from that for voice playing.
110-016	The account is locked.
101-001	The agent does not have a conference call.
101-002	The agent is not the chairperson of the current conference call.
101-003	The agent is in a conference.
101-004	A non-inspector does not have the permission to query VDN conferences.
101-005	The permission of a chairperson cannot be transferred to itself.
101-006	A chairperson cannot delete itself.
101-007	The chairperson cannot leave the conference.
104-001	The recording download function is not enabled.
104-002	The user does not have the recording inspection or playback permission.
104-003	Failed to download the recording file because the file name is invalid.
104-004	Failed to download the recording file because no drive mapping is configured.
104-005	Failed to download the recording file because the recording file does not exist.
104-006	Failed to download the recording file due to insufficient space.
104-007	The recording file format is not supported.
104-008	The recording format is not set.
104-009	Failed to convert the recording file.
104-010	locationId is not configured in pool mode.
105-001	Agent information is not cached in the Redis.
105-002	The current agent is in DR state.
105-003	DR has been completed.
105-004	Failed to add the agent to the DR queue.
105-005	The DR times out. The agent needs to sign in again.
105-006	The GUID for DR does not match. The agent needs to sign in again to obtain the GUID.
105-007	The DR function is disabled. The agent needs to sign in again.
106-001	The multimedia function is disabled.
106-002	An empty message is sent.
106-003	The number of sessions exceeds the maximum value (60).
106-004	The session transfer device type is not supported.
106-005	An internal error occurs in session transfer, or the transfer-out mode or device type is not supported.
106-006	The agent information is empty during session transfer.
106-007	The message content length exceeds the upper limit (2048 bytes).
106-008	The channel type is incorrect.
106-009	The maximum size of data that can be carried during session transfer is 2048 bytes.
106-010	The transfer-out mode is not supported during session transfer.
106-011	The parameter is empty.
106-012	The value is beyond the short range.
106-013	When an agent sends a multimedia message, the call ID is empty.
106-014	When an agent sends a multimedia message, the call ID is invalid (not the call ID of the current agent).
106-015	Invalid user type.
108-001	The video download function is not enabled.
108-002	The VDN corresponding to the video ID is different from the current VDN.
108-003	The record ID does not exist.
108-004	The RSE service request timed out.
108-005	Error in the video file download request.
108-006	Failed to query the recording address during video file download.
108-007	Failed to download the video file.
108-008	Incorrect format of the RSE service address for downloading video files.
108-009	The type of the video file to be downloaded does not exist.
108-011	Failed to download the video because the mapping path does not exist.
108-012	Failed to download the video because the video file does not exist.
108-013	Failed to convert the video file.
108-014	The VoiceCyber service address is not configured.
108-015	Failed to download the recording file.
108-016	The recording file download request is abnormal.
108-017	The authentication token is empty.
108-018	The file path does not match.
200-001	The outbound call number is incorrect.
200-002	No call exists for the agent to answer or reject.
200-003	No call exists for the agent to mute.
200-004	A call state error occurs after the agent mutes the call.
200-005	No call exists for the agent to hold.
200-006	Failed to hold the call.
200-007	No call exists for the agent to unmute.
200-008	A call state error occurs after the agent unmutes the call.
200-009	No call exists for the agent to play an announcement.
200-010	No call exists for the agent to initiate a three-party call.
200-011	Failed to hold the call in the three-party call.
200-012	No call exists for the agent to transfer.
200-013	No call exists for the agent to hold.
200-014	A call state error occurs after the agent holds the call.
200-015	No call exists for the agent to unhold.
200-016	A call state error occurs after the agent unholds the call.
200-017	No call exists for the agent to end.
200-018	No call exists for the agent to ask for internal consultation.
200-019	No call exists for the agent to freeze the image.
200-020	A call state error occurs after the agent freezes the image.
200-021	No call exists for the agent to unfreeze the image.
200-022	A call state error occurs after the agent unfreezes the image.
200-023	No call of the specified phone number exists for the agent to release.
200-024	No call of the specified phone number exists for the agent to release.
200-025	No call exists for the agent to release.
200-026	No call exists.
200-027	No call exists during the audio and video switchover.
200-028	Incorrect media type during the audio and video switchover.
200-029	Incorrect call type during the audio and video switchover.
200-030	Error in the audio and video switchover request.
200-031	An error occurred during the adjustment of three-party video image parameters.
200-032	No call is available during the adjustment of three-party video images.
200-033	A call type error occurred during the adjustment of three-party video images.
200-034	A call status error occurred during the adjustment of three-party video images.
200-035	A request exception occurred during the adjustment of three-party video images.
200-036	Invalid preview outbound call parameter.
200-037	No ringing call exists for the agent to reject.
200-038	The TerminalConnection parameter is empty when the call is rejected.
200-039	The agent is not bound to a phone when the call is rejected.
210-001	The URL information is not found.
300-001	No agent information query permission.
300-002	No agent information is found during query.
300-003	No agent information is found during agent group query.
300-004	No agent group information is found during query.
400-001	No call information is returned when call-associated data is configured.
400-003	No traffic information is found when the hold queue information is obtained.
500-001	A state error occurs during fast rewinding.
500-002	A state error occurs during fast forwarding.
500-003	A state error occurs when recording playback pauses.
500-004	A state error occurs when recording pauses.
500-005	A state error occurs when recording playback continues.
500-006	A state error occurs when recording continues.
500-007	A state error occurs when recording playback starts.
500-008	A state error occurs when recording starts.
500-009	A state error occurs when recording playback stops.
500-010	A state error occurs when recording stops.
500-011	The function of specifying a file path is not enabled when voice recording starts.
600-001	No information about the agent or skill queue is found when the agent skill queue information is queried.
600-002	No skill queue information is found when the skill queue is queried by VDN.
600-003	No configuration information is found when the VDN access code is queried.
600-004	No configuration information is found when the VDN IVR information is queried.
600-005	No skill queue information is found during the query of information about skill queues of the VDN that the agent belongs to.
700-001	The session does not exist.
700-002	Failed to invoke the platform.
700-012	Failed to send the message.
700-013	The function to upload rich media files is not enabled.
700-014	The file server is abnormal when the rich media file is uploaded.
700-015	The name extension or size of the rich media file to be uploaded does not meet the requirement.
700-016	The rich media file to be downloaded does not exist.
700-017	No permission to download the rich media file.
700-018	Database exception.
701-001	No member exists in a multimedia conference.
701-002	No value is returned when the multimedia conference status is queried.
701-003	When the conference is created, the creator or participant is in another conference.
701-004	The current operator is not in the conference when inviting a participant.
701-005	When the conference ends, the conference does not exist or no permission is available to operate the conference.
701-006	When the conference is created, the MS IP address of the console is not set.
800-001	The agent service is empty.
800-002	Failed to query configuration information.
800-003	The default media gateway information does not exist.
900-001	The NOPROVIDER error occurs during quality check.
900-002	No permission exists during quality check.
900-003	The ResourceUnavailableException error occurs during quality check.
900-004	No agent information is found during quality check monitoring.
900-005	The status is abnormal during quality check.
900-006	The time parameter of screen recording is incorrect during quality check.
900-007	The license for screen recording is not loaded during quality check.
900-008	An unknown error occurs on the platform for screen recording during quality check.
900-009	Failed to find the quality check task to be deleted.
900-010	The inspected agent cannot be an inspector.
999-001	The WAS URL in the configuration file on the server is incorrect.
999-002	Message query overload.
999-003	The number of sign-in agents exceeds the maximum.

**Table 2** CTI error codes
Error Code	Description
21201	The number of participants exceeds the upper limit (120).
21202	The number of conferences exceeds the default value.
21203	The conference creation is not allowed because the number of available PSTN calls of the current VDN is less than 3 during conference creation.
21204	An agent who has joined a conference cannot join other conferences.
21205	Only an idle agent or agent in a call is allowed to initiate a conference.
21207	Internal error. No call control block can be allocated to the conference during conference creation.
21208	Internal error. No VISIT can be allocated to the conference during conference creation.
21209	Internal error. No CALL object can be allocated to the conference during conference creation.
21210	Internal error. Failed to bind VISIT to the call during conference creation.
21211	Internal error. A conference call does not exist.
21212	Failed to occupy the agent.
21213	Conference occupation times out.
21214	The conference does not exist.
21215	The chairperson is not in a conference when the conference is released.
21216	When the chairperson modifies a participant attribute, the current attribute of the participant must be the same as that to be modified.
21217	The chairperson is in the list of participants to be deleted in batches.
21218	Failed to transfer the chairperson permission because the chairperson transfer the permission to the chairperson.
21219	The number of available PSTN calls for the current VDN is 0 when an agent joins a conference.
21220	When an idle agent applies for a conference, the agent forcibly signs out. As a result, the conference is released.
21221	The chairperson is in the list of participants to be added during batch participant adding.
21222	The applied conference duration is less than 4 minutes.
21223	The applied conference duration exceeds 24 hours.
21224	The number of participants to be added to a conference exceeds the number of remaining resources of the conference.
21225	No operation can be performed on a conference by invoking an interface when the conference is applied for or released.
21226	Internal error. An error occurs when creating the conference object.
21227	The applied number of participants is 0 during conference creation.
21228	Zero participant is added during batch addition.
21229	Zero participant is deleted during batch deletion.
21230	The operator is not the chairperson when the conference is released, the chairperson permission is transferred, a participant is added, or a participant is deleted.
21231	The CTIS does not respond (no ACK message is returned).
21232	After an active/standby switchover, the conference fails to be created and is released.
21233	The conference is abnormally released during conference creation.
21234	A participant leaves the conference before the conference is created successfully.
21235	The number of members exceeds the upper limit.
21236	Conference handshake times out.
21237	The agent on which an operation is performed is not in the conference.
21238	The number of participants is increased and exceeds 120 during the change for the number of participants.
21239	The number of participants to be decreased exceeds the number of remaining participants during the change for the number of participants.
21240	The operation type is incorrect during the change for the number of participants.
21241	The number of participants to be changed is less than 2 during the change for the number of participants.
21242	The number of participants to be changed exceeds 118 during the change for the number of participants.
21243	The number of VDNs is incorrect during the query for ongoing conference IDs.
21244	The number of conferences to be queried is greater than the number that can be queried during batch conference query.
21245	The conference duration to be extended is less than 1 minute.
21246	The conference duration to be extended is greater than 1440 minutes.
21247	When the chairperson plays the announcement in the conference, the announcement is being played in the conference. The announcement can be played only when the conference is in talking state.
21248	When the chairperson stops playing the announcement in the conference, the announcement is not being played in the conference.
21249	When the chairperson plays the announcement in the conference channel, the announcement is being played in the channel. The announcement can be played only when the channel is in talking or hold state.
21250	When the chairperson stops playing the announcement in the conference channel, the announcement is not being played in the channel. The announcement can be stopped only when it is playing in the channel.
21251	When the chairperson holds a channel, the channel has been held. The channel can be held only when it is in non-hold state.
21252	When the chairperson unholds a channel, the channel has been in non-hold state. The channel can be unheld only when it is in hold state.

The reason why the same reason corresponds to different reason codes is that the version iteration needs to be compatible with historical versions. When locating a fault, you need to consider the reason and reason code.

**Table 3** CTI error cause codes
Cause Code	Description
3	No resources, such as control blocks and circuit resources, are available in the ACD. The called party is not reached.
4	The called party is changing and the call is forwarded.
5	Call waiting. When user A is talking with user B, user C attempts to set up a call connection with user A. In this case, user A receives a call waiting indication, indicating that another user is waiting for a call.
6	The call is being forwarded on busy.
7	The call is being forwarded on no reply.
8	The call is being forwarded unconditionally. In this case, the call is forwarded to a specified number regardless of the status of the called party.
9	The Do-not-Disturb service is also called the Temporary Refusal of Call service. The cause is no disturbance. Generally, the called office disconnects the call.
10	The call is being forwarded during ringing.
11	The call is being forwarded on immediate response before ringing.
12	Unreachable mobile user.
13	Invalid DTE status.
14	Unconditional DTE transfer.
15	Called forwarding by hooking.
18	The signaling detects that the peer switch is playing voices.
129	Unallocated number.
132	Tone for sending dedicated information.
145	The user is busy.
146	The user does not respond.
147	The user does not answer the call.
149	The call is rejected.
150	The number is changed.
155	The destination is unreachable.
160	Music is detected.
162	An automatic device is detected, for example, an automatic message machine or a group PBX.
180	Ringback tone.
181	Busy tone.
182	Special information tone (SIT) is defined in ITU-T E.181 and ITU-T E.182. It refers to the do-not-disturb (DND) tone. Currently, SIT is used on DND devices, generally, it is a small device connected to a telephone. When an inbound call exists, the device automatically answers the call and plays a SIT tone consisting of three fixed frequencies. The SIT tone is used to make the calling party consider that the called party is an automatic device and hang up the call (actually a device that blocks the outbound call system). The calling party considers that the called party is an automatic device and hangs up.
184	A modem is detected.
185	A fax is detected.
186	A modem or fax is detected. Some signal tones of the fax and modem are based on the same standard. Audio detection may fail to specify the tone type.
187	The signal tone is not defined. The signal tone complies with the signal tone feature but does not correspond to a specific definition. The signal tone features are as follows: The frequency is constant and the ON duration is longer than 2.5 seconds. The frequency is constant and the ON duration is longer than 1.5 seconds. The OFF duration is longer than 100 milliseconds before the ON duration.
190	Text Telephone (ANS1)
191	Text Telephone (ANS2)
192	Text Telephone (ANS3)
193	Text Telephone (ANS4)
194	Text Telephone (ANS5)
195	Text Telephone (EDT)
196	Text Telephone (FSK)
197	Text Telephone (DTMF)
259	Insufficient resources.
260	The called party is a modem.
261	The called party is a fax.
262	The called party is a fax or modem.
263	The called party is an automatic answering machine.
531	The called party hangs up.
537	The called party is busy.
538	Unreachable or wrong number.
548	The phone is powered off.
549	The phone is out of service.
551	The ACD disconnects the call abnormally.
601	The called party hangs up before the call is answered.
602	No resource is available on the ACD.
603	The call is disconnected on no reply.
604	The call is rejected.
605	The ACD is busy.
606	The ACD times out.
701	The called party hangs up when the call is in a queue.
702	The queue times out and the platform releases the call (if the call is configured to be released due to queuing timeout).
703	Call data times out (in API mode).
1040	The ringing times out and the platform releases the call. (The called party does not answer the phone within the preset ringing time.)
1041	The agent occupation times out.
1043	Waiting for outbound call results times out on the platform.
1046	Failed to occupy an agent.
1048	The number of OBS calls reaches the upper limit.
1049	The outbound call detection result after ACD offhooking times out.
1056	Failed to set up a voice channel between an agent and a subscriber.
1281	Before a voice channel is set up, an agent releases a call using the agent bar control.
1288	When a voice channel is set up, an agent releases a call using the agent bar control.
1333	When an agent answers a call using the agent bar control, the agent's phone is disconnected.
23000	A call queue overflows.
34601	No outbound call task available.
34602	Cannot suspend the task because it is already in the suspended state.
34603	Cannot recover the task because the task is not in the suspended state.
34605	The outbound number is empty.
34606	The call attempt fails. That is, the outbound call interface fails to be invoked. The common cause is that the number of concurrent outbound calls reaches the number of outbound calls set on the system configuration console. You can view OBS logs to know the detailed failure cause.
34607	Failed records are written back when the OBS exits (or a task is deleted).
34608	Outbound call data is written back when no result is obtained after the call times out.
34609	When the OBS changes to the standby state, if no agent is available for secure exit or preempted outbound calls, failed records are canceled.
34610	When the OBS changes to the standby state, ongoing records are canceled.
34611	When the OBS exits, unanswered ongoing records are canceled and written back.
35027	Incorrect called number in the preview.
714	Failed to route the call.
715	The call times out.
1138	The called party hangs up.
1153	The agent hangs up.
1154	The agent cancels the call.
1155	Timeout.
1156	The agent is disconnected.
1162	Resource overload.
1163	Unreachable or wrong number.
1164	The called party is busy.
1165	The phone is powered off.
1166	The phone is out of service.
1167	Insufficient resources.
1168	The user does not respond.
1169	The call is rejected.
1170	The ACD is busy.
1171	Timeout.
20301	Invalid user.
20302	Invalid device.
20303	No answering device available.
20304	Exception.
20305	Invalid routing device.
20306	Unreachable or wrong number.
20307	The called party is busy.
20308	The switch restarted.
20309	The user does not respond.
20310	Unknown error.
20920	Insufficient call resources.
20921	No valid VDN available.
20922	The call fails.
20923	Failed to route the call to the agent.
20924	Invalid skill queue.
20925	Failed to route the skill queue.
20926	Failed to transfer the call to the manual service through routing.