Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

This functionality is not available in Standard Desktop 

Administrator.

A work flow is a sequence of actions that takes place when a specific call event 
occurs. Use the Work Flow Setup window (Figure 3-18) to set up a work flow. 

To set up a work flow, you must configure the following three functions:

■

Event. An occurrence. Available events are startup, shutdown, ringing, 
answered, and dropped.

■

Rule. A data condition that must be met before an action is performed.

■

Action. An occurrence that happens when a rule is met.

When an event occurs, rules are evaluated. If a rule is met, an action takes place. 
For instance, a work flow could be set up so that an incoming call from a specific 
phone number is transferred to a specific agent:

■

The event is Ringing;

■

The rule is that the incoming phone number is 612-555-3271;

■

The action is a blind transfer to agent Mary Jones.

The general procedure for setting up a work flow is:

1. Select the event that triggers the work flow.

2. Set up one or more rules to determine if the action(s) should be run, and 

determine whether the action runs if either any of the rule’s data conditions 
are met, or if all the rule’s data conditions are met. 

3. Choose one or more actions to run when the event occurs and the rules 

are met. Actions run in the order in which they appear in the list.

When an application or call event occurs, the rules are evaluated in order. When 
a rule is met, all actions assigned to the rule run in order and subsequent rules are 
not evaluated.

Each event has a default rule that runs if all other rules are not met. The default 
rule cannot be deleted, and is always last in the list of rules applying to an event.