Cisco Cisco Agent Desktop 9.0 Guida Utente
Cisco Desktop Product Suite 4.6: Desktop Administrator User’s Guide
3-28
February 24, 2005
COO Actions
Based on the enterprise data information, the agent selects the appropriate COO
action. These actions are associated with task buttons (see the procedure for
associating actions with task buttons on page 3-26).
action. These actions are associated with task buttons (see the procedure for
associating actions with task buttons on page 3-26).
The available COO actions are:
■
Accept. When the agent accepts the call, the customer is dialed and
transferred to the agent.
transferred to the agent.
■
Skip. When the agent skips the call, the agent is presented with another
customer call.
customer call.
■
Reject. When the agent rejects the call, the agent is released from the
outbound calling reservation. At this point, the system may deliver to the
agent another outbound call or a new inbound call.
outbound calling reservation. At this point, the system may deliver to the
agent another outbound call or a new inbound call.
■
Callback. When the agent chooses the Callback button, the Callback
Properties dialog box appears. The agent then sets a time and date for the
call to be redialed. The agent also uses this dialog box to cancel a
previously-scheduled callback of the current customer. This action works
only if the agent is in a talking or wrapup state during an ICM-generated
call.
Properties dialog box appears. The agent then sets a time and date for the
call to be redialed. The agent also uses this dialog box to cancel a
previously-scheduled callback of the current customer. This action works
only if the agent is in a talking or wrapup state during an ICM-generated
call.
■
Cancel Reservation. When the agent chooses the Cancel Reservation
button, the agent is released from the calling campaign and placed in the
Not Ready state. (To resume participating in the calling campaign, the
agent must change the agent state to Ready.)
button, the agent is released from the calling campaign and placed in the
Not Ready state. (To resume participating in the calling campaign, the
agent must change the agent state to Ready.)
In order for COO enterprise data to appear in the Enterprise Data window, you
must configure the default layout so that it includes some or all COO variables.
These variables are:
must configure the default layout so that it includes some or all COO variables.
These variables are:
■
BAAccountNumber [200]
■
BABuddName [201]
■
BACampaign [202]
■
BADialedListID [203]
■
BAResponse [204]
■
BAStatus [205]
■
BATimeZone [206]
For more information on setting up layouts, see "Layouts" on page 2-7.