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JordAnge
Staff
JordAnge
Staff
March 11, 2026

Troubleshooting Tip: In the Agent widget of the call center console, the Reason column is missing codes

  • March 11, 2026
  • 0 replies
  • 44 views
Description

This article describes the abnormal behavior with the agent-widget on the CallCenter console, not displaying any data on 'Reason' column.
Scope FortiVoice v7.0.5 v7.2.0.
Solution

In the CallCenter console, the Agent is able to pause or resume the status on a CallQueue.
When an Agent 'Pause' its state on the call-queue, there are multiple 'Reason Code:' states that can be chosen.

 

Reason_Code.png

 

Even though the Agent chose an option on the 'Reason Code:', there are times when the column Reason has blank data for the Agent.

 

NoReason_CallCenter_agent-widget.png


Agents (or queue Managers) need to (re)pause or log again, and then the 'Reason' will show up.

 

The behavior has been fixed in the next firmware versions:

v7.0.6.

v7.2.1.
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