Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Voice Contact Work Flows
June 2007
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Voice Contact Work Flows
Voice contact work flows manage agent activity based on voice call events. Once a call
is classified it is further filtered according to events, rules, and actions. Voice contact
work flows are available to CAD and CAD-BE agents.
is classified it is further filtered according to events, rules, and actions. Voice contact
work flows are available to CAD and CAD-BE agents.
Figure 55.
Voice Contact Work Flows flow chart.
For example, a voice contact work flow could be set up as follows:
1. A call comes into the contact center and is routed to an agent in the Ready
state.
2. The Voice Contact Classification filter determines which work flow to select. It
examines the inbound call’s enterprise data (original dialed number) and
determines that it is a call for Product A technical support and thus meets the
data conditions of Work Flow 1. The call is now subject to the second layer of
filtering set up in Work Flow 1.
determines that it is a call for Product A technical support and thus meets the
data conditions of Work Flow 1. The call is now subject to the second layer of
filtering set up in Work Flow 1.