Cisco Cisco Agent Desktop 8.5 User Guide
Cisco Desktop Administrator User Guide 7.0
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31-Mar-06
Voice Contact Work Flows
Voice contact work flows manage agent activity based on voice call events. Once a
call is classified it is further filtered according to events, rules, and actions.
call is classified it is further filtered according to events, rules, and actions.
Figure 48.
Voice Contact Work Flows flow chart.
For example, a voice contact work flow could be set up as follows:
1. A call comes into the contact center.
2. The Voice Contact Classification filter determines from the enterprise data
that the inbound call is on a line reserved for Product A technical support and
thus meets the data conditions of Work Flow 1. The call is now subject to the
second layer of filtering set up in Work Flow 1.
thus meets the data conditions of Work Flow 1. The call is now subject to the
second layer of filtering set up in Work Flow 1.
3. Work Flow 1 says that if any inbound call on the Product A support line rings
for 10 seconds or more without being answered, agents whose agent state is
Not Ready will be moved to the Ready state and thus be available to answer
the call.
Not Ready will be moved to the Ready state and thus be available to answer
the call.