Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Desktop Administrator User Guide
108
November 19, 2013
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Supervised transfer. The Supervised transfer action transfers the active call
by specifying the number to which the agent wants to transfer the call. The
agent can either hang up before the third party answers, or stay on the line
and speak to the third party before actually transferring the call. The agent
can switch between parties or complete the call transfer.
by specifying the number to which the agent wants to transfer the call. The
agent can either hang up before the third party answers, or stay on the line
and speak to the third party before actually transferring the call. The agent
can switch between parties or complete the call transfer.
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Touch tones. The Touch tones action enters numbers or symbols on the
number pad during an active call.
number pad during an active call.
NOTE: A work flow to answer calls on a Ringing event cannot be used
by mobile agents in Call-by-Call mode, as they answer calls manually.
by mobile agents in Call-by-Call mode, as they answer calls manually.
To set up a Call Control action:
1. Set up a new action (see
). The Select Action window appears.
2. Select the Call Control tab, then click New. The Call Control Action Setup
window appears (
).
3. Type a name for the call control action, select an action from the Call Control
drop-down list, then type a phone number, if required. For example, for a Blind
Transfer, type a phone number to which the call is transferred.
Transfer, type a phone number to which the call is transferred.
4. Click OK.
Creating Delay Actions
Delay actions are used to add delay time between actions in a series of actions. For
example, you can add a delay action between two macros in a work flow.
example, you can add a delay action between two macros in a work flow.
To set up a Delay action:
1. Set up a new action (see
). The Select Action window appears.
Figure 50.
Call Control Action Setup window