Cisco Cisco Agent Desktop 9.0 ユーザーガイド
Voice Contact Work Flows
31-Mar-06
87
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Is Not in the List. The data field is compared to the list you set up in the
List pane to determine if it is not in that list. Click Add to add an item to
the list of strings. Strings are not case sensitive. You can use wild cards
(* and ?) to simplify your list. See
List pane to determine if it is not in that list. Click Add to add an item to
the list of strings. Strings are not case sensitive. You can use wild cards
(* and ?) to simplify your list. See
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Length of Data. The length of the data field is between a minimum and
maximum number of characters that you set.
maximum number of characters that you set.
4. Ensure that the Enable Condition check box is checked, and then click OK.
Wild Card Searches
You can use wild cards when entering strings in the data field conditions list pane.
This enables you to avoid having to enter many strings if the strings you want to list
have common elements.
This enables you to avoid having to enter many strings if the strings you want to list
have common elements.
Wild card characters used are the asterisk (*) and the question mark (?).
An asterisk in a string replaces any quantity of characters, as long as the other
characters in the string match. For instance, ABC* matches strings that begin with
ABC but end in any quantity of any characters.
characters in the string match. For instance, ABC* matches strings that begin with
ABC but end in any quantity of any characters.
A question mark in a string replaces any character, but the length of the string must
be exactly as represented. For instance, ABC?? matches strings that begin with ABC
and end in 2 other characters.
be exactly as represented. For instance, ABC?? matches strings that begin with ABC
and end in 2 other characters.
Modifying a Voice Contact Work Flow
You can modify both any custom work flows you create and the default work flow.
To modify a voice contact work flow:
5. From the Voice Contact Work Flow List, select the work flow you want to
modify, and then click Edit.
If you selected a custom work flow, the Edit Voice Contact Classification
dialog box appears.
dialog box appears.
If you select the default work flow, the Voice Contact Work Flow window
appears. The default work flow does not classify voice contacts, and so
bypasses the Edit Voice contact Classification dialog box.
appears. The default work flow does not classify voice contacts, and so
bypasses the Edit Voice contact Classification dialog box.
6. Modify the voice contact classification if desired, and then click OK to
proceed to the Voice Contact Work Flow window.
7. Modify the work flow as desired, and then click Apply to save your changes.
Deleting a Voice Contact Work Flow
You can delete any custom work flow you create. You cannot delete the default work
flow.
flow.