Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

This chapter shows you how to perform several common tasks. The tasks are 
presented as tutorials, and each task includes step-by-step instructions, sample 
screens, and keystroke macro examples. 

The tutorials are based on a fictional company called Rock Coast Products. The 
tutorials are:

■

Setting up an ANI-based screen pop 
Search a Microsoft Outlook contact list for the ANI.

■

Using a terminal emulator package 
Use terminal emulation software to find the caller’s name based on the ANI 
and then create an e-mail message using Microsoft Outlook.

■

Setting up a task button to transfer to a specified number
Set up a task button that allows agents to transfer calls to their 
supervisors.

■

Setting up a task button for after-call work
Set up a task button that creates a Microsoft Outlook e-mail message for 
after-call work.

■

Setting up a Launch External Application action
Set up an action that automatically launches a third-party application.

■

Using wild card data conditions
Use wild card data conditions when setting up rules.

Detailed information about Desktop Administrator’s macro recording capabilities 
is found on page 3-39. 

Macros may need fine-tuning, depending on the PC used and the 

third-party software accessed.