Cisco Cisco Agent Desktop 10.5 Mode D'Emploi
Voice Contact Work Flows
November 19, 2013
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3. Work Flow 1 says that any ringing event on the Product A support line triggers
an HTTP action. This action takes the customer-entered account information
from the IVR (part of the call’s enterprise data) and pops a web page in the
Agent Desktop or CAD-BE integrated browser that displays the customer’s
account information to the agent.
from the IVR (part of the call’s enterprise data) and pops a web page in the
Agent Desktop or CAD-BE integrated browser that displays the customer’s
account information to the agent.
4. The agent answers the phone call and is ready to assist the customer.
Creating a Voice Contact Work Flow
The general procedure for creating a voice contact work flow is as follows:
1. Set up a new voice contact classification filter:
a. Select the type of call the work flow applies to—inbound, outbound, or all
calls.
NOTE: Depending on which Outbound Dialer dialing mode you are using, a
customer call can appear as inbound or outbound. See
customer call can appear as inbound or outbound. See
for assistance in choosing the
appropriate call type and event for your work flow.
b. If required, further classify the call by specifying it must meet various data
field conditions.
2. Set up the second level of filtering:
a. Select the call or agent state event—Ringing, Answered, Dropped, Work
Ready, or Work Not Ready.
b. If required, set up one or more rules with data field conditions that the
call must meet.
c. Set up one or more actions that will take place if the call or agent event
meets the rules’ data field conditions.
3. Set up as many second level filters as needed for calls selected by the first
level filter. You can set up rules and actions for each of the filtered call’s call
or agent events.
or agent events.
NOTE: It is possible to set rules and conditions that are contradictory
so that a work flow cannot function. Desktop Work Flow Administrator
does not check a work flow’s logic and validity. If a work flow fails to
operate as expected, make sure that the rules and conditions you set
up are logically valid.
so that a work flow cannot function. Desktop Work Flow Administrator
does not check a work flow’s logic and validity. If a work flow fails to
operate as expected, make sure that the rules and conditions you set
up are logically valid.