Cisco Cisco Agent Desktop 10.0 Mode D'Emploi
Agent State Change Notification and Announcement
November 16, 2016
135
3. Associate the new action with a work flow so that it is launched when the
agent state changes. For example, if you are configuring the Work event in the
Voice Contact Work Flows node, apply an agent notification action as shown in
Voice Contact Work Flows node, apply an agent notification action as shown in
Figure 68.
Agent Notification action on the Work event
4. Click Apply. The configuration applies to Agent Desktop after the agent
re-launches it.
To announce agent state changes verbally using the Launch External Application action:
1. Create a new Launch External Application action (See
).
2. When configuring the action, complete the Launch External Application dialog
box as shown in the example in
. To play a WAV file, enter the path of
the pre-recorded sound file. For example, the command to open a WAV file
named Not_Ready.wav is:
named Not_Ready.wav is:
“D:\Recorded Files\State Changes\Not_Ready.wav”