Cisco Cisco WebEx Meeting Center WBS29.11 Ratgeber Für Administratoren
Chapter 13: Manage WebACD
139
Option
Description
Select Button to Show
When Queue is Closed
When Queue is Closed
Select the button style used for the link to support from your
Web page when the queue is closed.
Web page when the queue is closed.
HTML Code
Copy and paste this code to your Web site. This code includes
the image you selected for the button.
the image you selected for the button.
If you prefer to use a button with your company’s logo or
branding, you can remove the reference to the image file in the
html code and replace it with the name of your image.
branding, you can remove the reference to the image file in the
html code and replace it with the name of your image.
5
Click Save. Click Next at the bottom of the page or click on the Rules tab.
See
See
Options on the Rules tab
(on page 139).
Options on the Rules tab
You can assign agents to answer questions about a particular service or set
of features. For instance, your support team fields questions dealing with:
of features. For instance, your support team fields questions dealing with:
general account problems
human resource service
finance service
You can assign all agents to cover general account problems, and selected
agents to handle questions about your human resource service, another
group to handle questions about the finance service, and so on. You set up
rules to route customer requests to the most appropriate agents or queues.
agents to handle questions about your human resource service, another
group to handle questions about the finance service, and so on. You set up
rules to route customer requests to the most appropriate agents or queues.
You can set up two types of rules:
Routing rules
—rules for routing requests to specific agents
Allocation rules
—rules for routing requests to other queues
Important: Routing rules and allocation rules are mutually exclusive; that is, if you
specify a routing rule for a queue, you cannot specify an allocation rule for the same
queue.
specify a routing rule for a queue, you cannot specify an allocation rule for the same
queue.
Option
Description
Yes
For new queues, click Yes to add one or more rules
Create New Rule
For existing queues, click Create New Rule to change an existing rule or
add a new one.
add a new one.
No
Click No if you do not want to set up rules at this time.