Cisco Cisco Agent Desktop 10.5 ユーザーガイド
Voice Contact Work Flows
January 16, 2013
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If no rules are met, the default rule governs, and all actions associated with the
default rule are executed. Default rules cannot be changed or deleted. The default
action might be <no action>.
default rule are executed. Default rules cannot be changed or deleted. The default
action might be <no action>.
To set up a new work flow:
1. Select the event that triggers the work flow from the Event pane. The available
events are:
— Ringing. The agent’s phone rings.
— Answered. The agent answers the phone.
— Dropped. The call terminates.
— Work Ready. The agent transitions to the Work Ready agent state.
— Work Not Ready. The agent transitions to the Work Not Ready agent state.
2. Under the Rules pane, click New to set up a new rule. The New Rule Name
dialog box appears.
3. Enter the name of the new rule, and then click OK. The fields in the Current
Rule Conditions section of the window are enabled.
4. Add up to 3 data field conditions (see
for
more information) and specify when the actions should be executed—when
any one of the data field conditions is met, or when all of the data field
conditions are met. When a data field condition is established, the Enable
Rule check box is automatically selected.
any one of the data field conditions is met, or when all of the data field
conditions are met. When a data field condition is established, the Enable
Rule check box is automatically selected.
NOTE: You cannot use a route point phone number when configuring a rule for
inbound ACD calls.
inbound ACD calls.
5. Under the Actions pane, click Add to choose one or more actions to run when
the event occurs and the rules are met. You can select an existing action, or
create a new action.
create a new action.
NOTE: If the action you select cannot be associated with the event, you will
receive an error message. See
receive an error message. See
for more
information.
6. Repeat steps 1 through 5 for as many events as desired.
7. When you are finished associating events with rules and actions, click Apply
to save the new voice contact work flow.
Data Field Conditions
Data field conditions are criteria that a call’s selected enterprise data fields must
meet in order for a work flow rule or a voice contact classification filter to be enforced.
meet in order for a work flow rule or a voice contact classification filter to be enforced.
You can configure up to 3 data field conditions for a work flow rule and for a voice
contact classification filter. You specify if all the data field conditions must be met (an
AND statement) or if any of the data field conditions must be met (an OR statement).
contact classification filter. You specify if all the data field conditions must be met (an
AND statement) or if any of the data field conditions must be met (an OR statement).