Cisco Cisco Agent Desktop 8.5 Betriebsanweisung

4. The call is routed to an agent whose state is now Ready, and the work flow is 

completed.

The general procedure for creating a voice contact work flow is as follows:

1. Set up a new voice contact classification filter:

a. Select the type of call the work flow applies to—inbound, outbound, or all 

calls.

NOTE:  Depending on which Outbound Option dialing mode you are using, a 
customer call can appear as inbound or outbound. Therefore, when creating 
an Outbound Option work flow, select all calls as your voice classification 
filter.

b. If required, further classify the call by specifying it must meet various data 

field conditions.

2. Set up the second level of filtering: 

a. Select the call or agent state event—Ringing, Answered, Dropped, Work 

Ready, or Work Not Ready.

b. If required, set up one or more rules with data field conditions the call 

must meet.

c. Set up one or more action that will take place if the call or agent event 

meets the rules’ data field conditions.

3. Set up as many second level filters as needed for calls selected by the first 

level filter. You can set up rules and actions for each of the filtered call’s call 
or agent events.

When you select the Voice Contact Work Flow node in the navigation tree, the Voice 
Contact Work Flow List window is displayed. This window shows all the existing 
voice contact work flows, and enables you to edit them or to set up new ones.

The Voice Contact Classification is the first level of filtering in a voice contact work 
flow.

1. In the Voice Contact Work Flow List window, click Add.

The New Work Flow Name dialog box is displayed.

2. Enter a name for your new voice contact work flow, and then click OK.