Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Rock Coast Products is located in a city with two neighboring area codes. The 
east metro area code is 651 and the west metro area code is 612. Rock Coast’s 
Customer Service Division has one agent who assists east metro callers and one 
agent who assists west metro callers.

If an east metro caller dials the main Customer Service number, Rock Coast 
wants that call directed automatically to the agent who handles east metro calls.

To separate east metro callers, Rock Coast sets up rules using the data 
conditions Is in the List and Is not in the List. These data conditions return as 
true only if there is an exact string match. 

Entering hundreds or even thousands of telephone numbers into a list is not 
feasible, so Rock Coast uses wild card data conditions. This operation is similar 
to the function of the Find tool in Windows. You can enter part of a string or a 
whole string to find what you’re looking for. See “Wild Card Searches” on page 
3-37 for more information on using wild cards.

Set up a wild card data condition that will transfer calls from the 651 area code to 
the east metro agent:

1. In Desktop Administrator, click Desktop Configuration > Work Flow 

Groups > Agents, select a work flow group, and then click Work Flow.

The Work Flow Setup window appears.

2. Select the Ringing event.

3. Under the Rules pane, click New.

4. Create a new rule named East Metro.

5. In the Work Flow Setup window, note that the new rule appears in the 

Rules list. With the new rule highlighted, click Edit next to the first Data 
Field Conditions field.

6. Select Calling# from the Data Field drop-down list.

7. Check Enable Condition.

8. Check Is in the list.

9. Add the wild card data condition 651* to the list.

10. Click OK.

11. Select Enable Rule.

12. Click OK.