Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

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If you select Record as the action type, select Start or Stop from 
the Action field. 

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If you select HighPriorityChat, type the message you want to send 
as the predefined, high-priority chat message in the Message field.

When the dialog box initially opens, only the Action Name and 

Action Type fields are visible. When you choose the Record action type, 
the Action field appears. When you choose the High Priority Message 
action type, the Message field appears.

5. Click OK.

The Select Action dialog box appears. The new Agent State action has 
been added to the list of available actions.

Outbound Option actions are not used with work flows; they are assigned to task 
buttons so that agents can accept, skip, reject, call back outbound calls to 
customers generated by ICM (a campaign), or cancel their participation in a 
calling campaign. For more information on assigning an action to a task button, 
see page 3-26.

The Outbound Option Action dialog box can also be accessed through the User 
Interface Setup (see page 3-23).

Outbound Option actions can only be used on outbound calls 

generated by ICM during a calling campaign. They are disabled for all 
other calls. The Callback and Cancel Reservation actions are available for 
Preview, Predictive, and Progressive dialing modes. All other actions are 
available only for the Preview dialing mode.

X To set up a new Outbound Option action:

1. Under the Actions pane in the Work Flow Setup window (Figure 3-18), 

click Add.

The Select Action dialog box appears.

2. Choose the Outbound Option Action tab, and then click New.

The Outbound Option Action Setup dialog box appears (Figure 3-31).