Cisco Cisco Agent Desktop 8.0 Betriebsanweisung

Voice contact work flows manage agent activity based on voice call events. Once a 
call is classified it is further filtered according to events, rules, and actions. Voice 
contact work flows are available to CAD and CAD-BE agents.

For example, a voice contact work flow could be set up as follows:

1. A call comes into the contact center and is routed to an agent in the Ready 

state.

2. The Voice Contact Classification filter determines which work flow to select. 

It examines the inbound call’s enterprise data (original dialed number) and 
determines that it is a call for Product A technical support and thus meets the 
data conditions of Work Flow 1. The call is now subject to the second layer of 
filtering set up in Work Flow 1.