Contact History Report

0—Original Contact

1—Skill Transfer

2—Agent Transfer

3—Consult Transfer

4—Takeover

The telephone network has returned a cause code indicating the called number no longer being in service or temporarily unavailable. Possible associated cause codes: 1, 16, 31, 253

Resolution: The agent may have logged in to the agent application with an invalid number. If you see this refusal reason, check the number the agent used to log in. To do so, in the Admin application, click Users, open the agent's user profile, and click the Login History tab. Additionally, if the number used by the agent appears to be valid, also check the format of the Global Caller ID set on your business unit as the agent leg is always initiated from the CXone platform which uses your Global Caller ID as the ANI Also known as caller ID. Listed phone number of an incoming voice call. for calls to the agent’s phone. Entering an invalid Global Caller ID could also result in routing issues depending on the carrier used to connect the agent leg.

If the Global Caller ID is also in a valid format, you can contact the NICE CXone technical support to further investigate the root cause of the issue.

When the platform attempted to ring the agent phone, either a busy signal was detected or the telephone network returned a cause code that indicated the phone or network was busy. Possible associated cause codes: 17, 34, 46, 254

Resolution: The agent may have used the physical phone outside the platform at the time the platform attempted to deliver a call to the agent. This typically occurs when an agent forgets to set the state to unavailable before making or receiving an off-net call. This refusal reason could also mean you have no available ports on a circuit or the platform. On outbound calls, it is most likely that the line was busy on the number dialed.

Resolution: The most common cause of this issue is with the physical phone or potentially the phone provider. It may require some validation from the platform.

Resolution: The platform was able to establish a connection to the agent's phone network and attempt to deliver the call. The most common causes are the agent not changing the state to unavailable before stepping away, and connectivity issues, including delay.

The media server was unable to link the caller and the agent. This should be a fairly uncommon event; it should only occur when there are unusual conditions that prevent this operation from being performed.

Resolution: A 'linked' condition occurs when the agent line and caller line are physically connected, or the call goes into an active state. Because the failure of this process is rare, it requires troubleshooting to determine the cause.

One of the call legs The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. dropped or hung up at the moment the call was being delivered to the agent. This means the call was successfully linked but during the window of time as the whisper or zip tone was being played, an agent can cancel or hang up the phone and cause this condition.

Resolution: The call was successfully delivered to the agent but the agent hung up before the call was linked to the caller. This occurs any time the agent leg disconnects from the platform when a call is routing. The issue has two possible causes: 

• Latency delays the linking of the call after call delivery, giving the agent the perspective of dead air, or the agent's phone disconnecting from the platform at the time a call is being delivered. The former occurrence can often be recognized by how long it takes for the agent to hear the zip tone.
• Most commonly this occurs automatically and frequently when the Phone # Timeout or Station Timeout set in the station profile has the same time specified as the ACW State that allows an agent to complete work requirements after finishing an interaction for a particular skill.

Linking to an agent is a process that requires that an agent be selected, a call placed, and that call answered before the NoAnswer Timeout expires, which is set to 45 seconds. If the system is unable to call the agent, receive an answer, and link the agent to the caller in 45 seconds or less, then an AgentLinkTimeout occurs.. This is a relatively uncommon event.

Resolution: If you were not able to receive an acknowledgment in response to an invite in regards to SIP messaging, this refusal type will usually occur after 60 seconds. Typically this indicates a failure to connect to the agent's phone system or provider.

CAUSE_CODE_Origination_DISCONNECT

The caller disconnected the call.

Check number, redial (unallocated number)

This cause indicates that the called party cannot be reached because, although the called party number is in a valid format, it is not currently allocated (assigned).

No route to network /Prefix 0 dialed in error

This cause indicates that the equipment sending this cause has received a request to route the call through a particular transit network which it does not recognize. The equipment sending this cause does not recognize the transit network either because the transit network does not exist or because that particular transit network, while it does exist, does not serve the equipment which is sending this cause.

or

This cause indicates the prefix 0 is invalid for the entered number.

No route to dest./Prefix 1 dialed in error

This cause indicates that the called party cannot be reached because the network through which the call has been routed does not serve the destination desired. This cause is supported on a network-dependent basis.

or

a 1 was dialed when not required. Redial without the 1.

No prefix 1/Special Information Tone

The prefix 1 is not required for this number

or

This cause indicates that the called party cannot be reached for reasons that are of a long term nature and that the special information tone should be returned to the calling party.

Misdialed trunk prefix (National use)

This cause indicates the erroneous inclusion of a trunk prefix in the called party number.

Channel unacceptable

This cause indicates a called user cannot negotiate for a B-channel other than that specified in the SETUP message.

Call awarded and being delivered on an established channel

This call indicates the user has been awarded the incoming calls, and that call is being connected to a channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. already established to that user for similar calls (e.g. packet-mode, X.25 virtual calls, etc).

Call is proceeding/Preemption

Call in process, please standby.

or

This cause indicates a call has been preempted.

Preemption, reserved

This cause indicates a calls has been preempted due to the circuit being

reserved for reuse.

Excess digits received, call is proceeding

More digits were dialed than expected. Called number has been truncated to the expected number.

Disconnect

The Cause Codes 16 is a normal release of a contact and should be associated with contacts. 16 refers to a caller disconnecting the call, by hanging up for example, or an agent disconnecting the contact through the agent application.

Busy, try again later (User busy)

This cause is used to indicate that the called party is unable to accept another call because the user busy condition has been encountered. This cause value may be generated by the called user or by the network. In the case of user determined user busy it is noted that the user equipment is compatible with the call.

No far end response (No user responding)

This cause is used when a called party does not respond to a call establishment message with either an alerting or connect indication within the prescribed period of time allocated (before timer T303 or T310 has expired).

No answer (No answer from user, user alerted)

This cause is used when the called user has provided an alerting indication, but not a connect indication within a prescribed period of time (before timer T301 has expired).

Subscriber absent

This cause is used when a mobile station has logged off, radio contact is not obtained with a mobile station or a personal telecommunications user is temporarily not addressable at any user-network interface.

Call rejected

This cause indicates that the equipment sending this cause does not wish to accept this call, although it could have accepted the call because the equipment sending this cause is neither busy nor incompatible. This cause may also be generated by the network, indicating that the call was cleared due to a supplementary service constraint.

Number changed

This cause is returned to a calling party when the called party number indicated by the calling party is no longer assigned, The new called party number may optionally be included in the diagnostic field. If a network does not support this cause, cause no: 1, unallocated (unassigned) number shall be used.

Exchange routing error

Indicates that the destination indicated by the user cannot be reached because an intermediate exchange has released the call due to reaching a limit in executing the hop counter procedure.

Non-selected user clearing

This cause indicates the user has not been awarded the incoming call.

Destination out of order

This cause indicates that the destination indicated by the user cannot be reached because the interface to the destination is not functioning correctly. The term "not functioning correctly" indicates that a signal message was unable to be delivered to the remote party; e.g. a physical layer or data link layer failure at the remote party, or user equipment off-line.

Incorrect number (invalid number format, address incomplete)/Special intercept announcement

This cause indicates that the called party cannot be reached because the called party number is not in a valid format or is not complete.

or

This cause indicates the user should be returned a Special Intercept Announcement.

Facility rejected/Special Intercept announcement: undefined code

This cause indicates a facility requested cannot be provided by the network.

or

This cause indicates that a user in a special business group (i.e. Centrex) dialed an undefined code.

Result of a STATus ENQuiry/Special intercept announcement: number unassigned

This cause is included in the Status Message when the reason for sending the Status Message was previous receipt of a Status Enquiry message.

or

This value indicates that a user from outside a basic business group has violated an access restriction feature.

Network disconnect (Normal, unspecified)/Special intercept announcement: Call blocked because of group restrictions

This cause is used to report a normal event only when no other cause in the normal class applies.

or

This value indicates that a user from outside a basic business group (i.e. Centrex) violated an access restriction feature

No circuit available (circuit or channel congestion)

This cause indicates that there is no appropriate circuit/channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. presently available to handle the call.

Net out of order

This cause indicates that the network is not functioning correctly and that the condition is likely to last a relatively long period of time e.g. immediately reattempting the call is not likely to be successful.

Permanent frame mode connection out-of-service

This cause is included in a status message to indicate that a permanently established frame mode connection is out-of-service (e.g. due to equipment or section failure).

Net problem, redial (Temporary Failure)

This cause indicates that the network is not functioning correctly and that the condition is not likely to last a long period of time; e.g. the user may wish to try another call attempt almost immediately. May also indicate a data link layer malfunction locally or at the remote network interface or that a call was cleared due to protocol error(s) at the remote network interface.

Net busy, redial (Switching Equipment Congestion)

This cause indicates that the switching equipment generating this cause is experiencing a period of high traffic.

Access/user information discarded

This cause indicates that the network unable to deliver user information (i.e userto- user information, low level compatibility or sub-address, etc) to the remote users as requested.

No channel available (Requested circuit or channel not available)

This cause is returned when the circuit or channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. indicated by the requesting entity cannot be provided by the other side of the interface.

Precedence call blocked

This cause indicates that there are no predictable circuits or that the called user is busy with a call of equal or higher preventable level.

Resource unavailable/New Destination

This cause is used to report a resource unavailable event only when no other cause in the resource unavailable class applies.

or

This cause is used to indicate that the original destination is unavailable and to

invoke redirection to a new destination

QOS unacceptable

This cause is returned when the Quality of Service is unacceptable.

Requested facility not subscribed

The cause is used to report that the user cannot use this feature because s/he has not subscribed to it.

Bearer capability incompatible with service request

This cause indicates a user request for action was rejected because the action was incompatible with the capability of the call.

Outgoing calls barred

This cause indicates that because of call screening provided by the network, the calling user is not permitted to make a call.

Service operation violated

This cause indicates that the user has violated the service operation.

Incoming calls barred

The user will not accept the call delivered in the SETUP message.

Bearer capability (Data/voice) not authorized

This cause indicates that the user has requested a bearer capability which is implemented by the equipment which generated this cause but the user is not authorized to use it. This is a common problem caused by wrong Telco provisioning of the line at the time of installation.

Bearer capability not presently available

This caused indicates the users has requested a bearer capability which been implemented by the equipment, but is not available at this time.

Inconsistency in outgoing information element

This cause indicates an inconsistency in the designated outgoing access information and subscriber class.

Service or option not available, unspecified

This cause is used to report a service or option not available, only when no other cause in this class applies.

Bearer Capability not implemented (Incompatible bearcap)

This cause indicates that the equipment sending this cause does not support the bearer capability requested.

Channel type not implemented

This cause is returned when the called party has reached a channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. type not supported.

Requested facility not implemented

This cause indicates that the network (or node) does not support the requested bearer capability and therefore cannot be accessed at this time.

Restricted only

This cause indicates that the calling party has requested an unrestricted bearer service but the equipment sending this cause only supports the restricted version of the requested bearer capability.

Service or option not implemented, unspecified

This cause is used to report a service or option not implemented event only when no other cause in this class applies.

Invalid call reference value

This cause indicates that the equipment sending this cause has received a message with a call reference which is not currently in use on the user-network interface. This value only applies if the call reference values 1 or 2 octets long and is not the global call reference.

Identified channel does not exist

This cause is sent when the equipment sending this cause has received a request to use a channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. not active on the interface for a call.

No call identity

A suspended call exists, but this call’s identity does not

Call identity in use

This cause indicates that a call identity is in use.

No call suspended

This cause indicates that no call is suspended.

Requested call identity cleared

This cause indicates that the call having the requested called entity has cleared.

Incompatible destination

This cause indicates that the equipment sending this cause has received a request to establish a call which has low layer compatibility, high layer compatibility or other compatibility attributes (e.g. data rate, DN subaddress) which cannot be accommodated. This call can also be returned by a switch to a CPE when trying to route a call to an incompatible facility, or one without data rate.

Non-existent CUG

This cause indicates that the specified CUG does not exist.

Invalid transit network selection

This cause indicates that an Invalid transit network selection has been requested.

Invalid message, unspecified

This cause indicates that the entity sending this cause has received and Invalid message, only when no other cause in this class applies.

Mandatory Info missing

This cause indicates that the equipment sending this cause has received a message which is missing an information element which must be present in the message before that message can be processed.

Message type non-existent or not implemented

This cause indicates that the equipment sending this cause has received a message with a message type it does not recognize either because this is a message not defined, or defined and not implemented by the equipment sending this cause.

Message not compatible

This cause indicates that the message received is not compatible with the call state or the message type is non-existent or not implemented.

Info non-existent or not implemented, call processed

This cause is sent when the equipment sending this cause has received a message which includes the information elements not recognized because the information element identifier is not define or it is defined but not implemented by the equipment sending the cause. However, the information element is not required for the equipment sending the cause to process the message.

Invalid information element contents

This cause is returned when the equipment sending this cause has received an information element that it has implemented; however one or more field of the information element are coded in such as way (e.g., truncated, invalid extension bit, invalid field values, etc) that has not been implemented by the equipment sending this cause.

Message not compatible with call state/Protocol error threshold

This cause is returned when the equipment sending this cause has received a message that procedures indicate is not a permissible message to receive at this time.

or

This cause indicates that the switch sending this cause is clearing the call because a threshold has been exceeded for multiple protocol errors during an active call.

Timeout disconnect (Recovery on timer expiration)

This cause indicates that a procedure has been initiated by the expiry of a timer in association with error handling procedures.

Protocol Error, unspecified

This cause is used to report a protocol error event only when no other cause in this class applies. Among other things, this cause may be displayed if you failed to dial a “9” or “8” for an outside line, if required. Also may be returned if you have some types of

restrictions as to the number of calls, etc.

SW56 disconnect (Internetworking, unspecified)

This cause indicates that an interworking call (usually a call to SW56 service) has ended. May also be seen in the case of a non specific.

CAUSE_CODE_CANCELLED

The calling party hung up. Typically an agent hanging up an outbound call, or a caller hanging up while a managed transfer is still dialing.

Contact take over action in Studio.

This enables a contact to take on the priority of the original contact that is in a callback state or to take its place in queue and to release that contact in a way that indicates that it was replaced by another incoming call, which will have a different Contact ID value than the original call in queue.

CAUSE_CODE_NO_ANSWER

Call was not answered.

CAUSE_CODE_PLACECALLLINKERROR

The placecall was intended to pre-link to call that doesn't exist.

CAUSE_CODE_MANAGED XFER

The contact ended (not the call) by being MANAGED XFER.

CAUSE_CODE_BLINDXFER

The call was blind transferred out of the platform.

CAUSE_CODE_VP_CONGESTION

Our PLACECALL throttle is backed up.

CAUSE_CODE_NO_PORTS

The business unit did not have enough voice ports Where information transfers, over a network, between a computer and a server. to place the call

CAUSE_CODE_NO_ACCEPT

The phone carrier never provided an ACCEPT message before we timeout.

DTMF_CODE_REORDER

DTMF_CODE_BUSY

CAUSE_CODE_LOCAL_DISCONNECT

The agent disconnected the call by hanging up.