Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Creating Actions
November 19, 2013
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4. Select a reason code to be entered automatically when the action is triggered,
then click OK. The Select Reason window closes and the Agent State Action
Setup window displays the number of the selected reason code next to the
Automate Reason button.
Setup window displays the number of the selected reason code next to the
Automate Reason button.
NOTE: Selecting “Agent will choose” forces the agent to enter a reason code.
5. Click OK.
Creating Call Control Actions
You can associate an event, a rule, or a task button with a call control action, such as
blind transferring a call to an agent’s supervisor. Call control actions include:
blind transferring a call to an agent’s supervisor. Call control actions include:
■
Answer. The Answer action answers an inbound call.
■
Blind conference. The Blind conference action conferences the active call with
a predefined phone number.
a predefined phone number.
The Blind conference action requires one or more rules that define when the
action should be executed (for example, incoming calls from a route point). If
the action does not have any rules, it will be executed every time the event
with which it is associated occurs. For example, if you create a blind
conference action on an answered event without any rules, the action will be
executed for every answered call.
action should be executed (for example, incoming calls from a route point). If
the action does not have any rules, it will be executed every time the event
with which it is associated occurs. For example, if you create a blind
conference action on an answered event without any rules, the action will be
executed for every answered call.
■
Blind transfer. The Blind transfer action transfers the active call directly to a
predefined phone number. The call is transferred to that number and the
agent is no longer connected to the call.
predefined phone number. The call is transferred to that number and the
agent is no longer connected to the call.
The Blind Transfer call control action includes a configurable delay time, if one
is needed. The Transfer Delay field is not enabled for any other call control
action.
is needed. The Transfer Delay field is not enabled for any other call control
action.
■
Call. The Call action calls a predefined phone number.
■
Drop. The Drop action disconnects an active call.
■
Single-step conference. The Single-step conference action conferences the
active call by specifying the number with which the agent wants to conference
the call. The call is conferenced directly with the third party.
active call by specifying the number with which the agent wants to conference
the call. The call is conferenced directly with the third party.
■
Single-step transfer. The Single-step transfer action transfers the active call by
specifying the number to which the agent wants to transfer the call. The call is
transferred directly to the third party and the agent is disconnected from the
call.
specifying the number to which the agent wants to transfer the call. The call is
transferred directly to the third party and the agent is disconnected from the
call.
■
Supervised conference. The Supervised conference action conferences the
active call by specifying the number with which the agent wants to conference
the call. The agent can either add the third party to the call without first
speaking to him or her, or speak to the third party before actually completing
the conference call. The agent can alternate between parties or complete the
conference call.
active call by specifying the number with which the agent wants to conference
the call. The agent can either add the third party to the call without first
speaking to him or her, or speak to the third party before actually completing
the conference call. The agent can alternate between parties or complete the
conference call.