Cisco Cisco Agent Desktop 9.0 Betriebsanweisung

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.

Actions include:

■

. Displays a popup message on the agent’s 

desktop.

■

. Sets an agent state. 

■

. Answers, drops, 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. 

■

. 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. 

Not all actions are available for all events. 

 shows which actions are available 

for the three types of work flows

.

 

Agent Notification

Yes

Yes

Yes

Agent State

Yes

No

Yes

Call Control

Yes

No

No

HTTP

Yes

Yes

Yes

IPC

Yes

Yes

No

Launch External Application

Yes

Yes

Yes