Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

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). 

The available COO actions are:

■

Accept. When the agent accepts the call, the customer is dialed and 
transferred to the agent.

■

Skip. When the agent skips the call, the agent is presented with another 
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.

■

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. 

■

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.) 

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:

■

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.