# Defining a reason code

There are three classes of Reason Codes, namely, Agent AUX, Work Codes, and Call Work Codes. The annotations for these reason codes are made to the call record, and Agent Logout Reason Codes. These are known in Communication Manager by digit strings. This feature allows the user to associate more meaningful text strings to the digit strings for easy reference.

Reason code is a way to associate a particular number to a label for an agent's reason for not being at the workstation or for not accepting an ACD call. These reason codes, if defined in Communication Manager, appear on the message window when an agent changes the work status to auxiliary or logs out from the ACD service. By default, the system creates a default reason code each for auxiliary, logout and work reason code types. You can change the default reason codes, but cannot delete them.

Important

The system administrator must define a common set of reason codes and manage it centrally. The administrator can distribute these reason code files to all agents by pushing the configuration to agent's system. Moreover, if your deployment is using Central Management, the administrator must upload a CSV file and universally assign common reason codes across the account or skill.

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