Cisco Cisco Agent Desktop 8.0 Mode D'Emploi
Cisco Desktop Administrator User Guide
122
January 16, 2013
Setting Up a New Voice Contact Classification
When you select the Voice Contact Work Flow node in the navigation tree, the Voice
Contact Work Flow List window is displayed. This window shows all the existing voice
contact work flows, and enables you to edit them or to set up new ones.
Contact Work Flow List window is displayed. This window shows all the existing voice
contact work flows, and enables you to edit them or to set up new ones.
The Voice Contact Classification is the first level of filtering in a voice contact work
flow.
flow.
To set up a new voice contact classification:
1. In the Voice Contact Work Flow List window, click Add. The New Work Flow
Name dialog box is displayed.
2. Enter a name for your new voice contact work flow, and then click OK. The Edit
Voice Contact Classification dialog box appears with the work flow name you
just created (
just created (
3. Set up the criteria for the first level filter in this dialog box.
a. Select the type of call you want the filter to apply to from the drop-down
list: inbound calls, outbound calls, or all calls.
Note that there is also the option to disable the work flow. You can select
this option later on if and when you want to disable the work flow, but
want to keep the work flow on file for enabling at a later date.
this option later on if and when you want to disable the work flow, but
want to keep the work flow on file for enabling at a later date.
b. Apply up to three data field conditions. Click Edit to display the Data Field
Condition dialog box. For information on setting up a data field condition,
see
see
Figure 61.
Edit Voice Contact Classification dialog box