Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Desktop Administrator User Guide
86
November 19, 2013
If no rules are met, the default rule governs, and all actions associated with the
default rule are executed. Default rules cannot be changed or deleted. The default
action might be <no action>.
default rule are executed. Default rules cannot be changed or deleted. The default
action might be <no action>.
To set up a new work flow:
1. Select the event that triggers the work flow from the Event pane. The available
events are:
— Ringing. The agent’s phone rings.
— Answered. The agent answers the phone.
— Dropped. The call terminates.
— Work Ready. The agent transitions to the Work Ready agent state.
— Work Not Ready. The agent transitions to the Work Not Ready agent state.
2. Under the Rules pane, click New to set up a new rule. The New Rule Name
dialog box appears.
3. Enter the name of the new rule, and then click OK. The fields in the Current
Rule Conditions section of the window are enabled.
4. Add up to 3 data field conditions (see
for
more information) and specify when the actions should be executed—when
any one of the data field conditions is met, or when all of the data field
conditions are met. When a data field condition is established, the Enable
Rule check box is automatically selected.
any one of the data field conditions is met, or when all of the data field
conditions are met. When a data field condition is established, the Enable
Rule check box is automatically selected.
NOTE: You cannot use a route point phone number when configuring a rule for
inbound ACD calls.
inbound ACD calls.
5. Under the Actions pane, click Add to choose one or more actions to run when
the event occurs and the rules are met. You can select an existing action, or
create a new action.
create a new action.
NOTE: If the action you select cannot be associated with the event, you will
receive an error message. See
receive an error message. See
for more
information.
NOTE: Enterprise data cannot be used in actions once the call
appearance is gone. The data is still displayed but all internal caching
of that data is cleared so it is not inadvertently used on the next call.
An alternative is to perform the action on the Dropped event.
appearance is gone. The data is still displayed but all internal caching
of that data is cleared so it is not inadvertently used on the next call.
An alternative is to perform the action on the Dropped event.
6. Repeat steps 1 through 5 for as many events as desired.
7. When you are finished associating events with rules and actions, click Apply
to save the new voice contact work flow.