Cisco Cisco Agent Desktop 8.0 Betriebsanweisung

Cisco Desktop Administrator User Guide

122

June 2007

Actions

Actions are stored independently of events and rules. You can use an action in more 
than one event, and you can assign actions to more than one task button in Agent 
Desktop.

While actions are processed, events are queued. It is generally a good idea to avoid 
long actions. 

Table 12. 

Actions and their availability to CAD and CAD-BE agents

Action Type and Description

CAD

CAD-BE

. Displays a 

popup message on the agent’s desktop.

×

Sets an agent state.

×

conferences, transfers, or makes a call, or inputs touch 
tones during a call.

×

. Enables the Agent Desktop 

integrated browser to interact with a web application. 

×

×

. Passes enterprise data or 

user-defined data from the agent desktop to a custom 
third-party application.

×

. Starts a 

third-party application.

×

. Plays back a recorded 

sequence of keystrokes.

×

changes an enterprise data field in Agent Desktop to a 
selected desktop variable or static text.

×

. Triggers actions after a specified 

time has elapsed.

×

. Run a utility, such as start and 

stop recording or sending a predefined, high-priority chat 
message to a supervisor.

×

×