Cisco Cisco Agent Desktop 9.0 Mode D'Emploi
Actions
November 2006
111
4. Select the reason code you want to be entered automatically when the action
is triggered, and then click OK.
The default is “Agent will choose.” If you select this, the agent will have to
manually enter the reason code.
manually enter the reason code.
The dialog box closes and the Agent State Action Setup dialog box is
displayed, with the number of your chosen reason code entered in the gray
box next to the Automate Reason button.
displayed, with the number of your chosen reason code entered in the gray
box next to the Automate Reason button.
5. Click OK.
Call Control Action
Call Control actions include:
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Blind transfer
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Supervised transfer
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Conference
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Blind Conference
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Call
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Answer
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Drop
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TouchTones
These actions can be associated with an event or a task button. For example, a task
button could be configured to execute a call control action that blind transfers a call
to the agent’s supervisor.
button could be configured to execute a call control action that blind transfers a call
to the agent’s supervisor.
To set up a Call Control action:
1. Set up a new action. See
The Select Action window appears.
Select the Call Control tab, and then click New.
The Call Control Action Setup dialog box appears (see