Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Voice Contact Work Flows

June 2007

113

Setting Up a New Voice Contact Classification

When you select the Voice Contact Work Flow node in the navigation tree, the Voice 
Contact Work Flow List window is displayed. This window shows all the existing voice 
contact work flows, and enables you to edit them or to set up new ones.

The Voice Contact Classification is the first level of filtering in a voice contact work 
flow.

1. In the Voice Contact Work Flow List window, click Add.

The New Work Flow Name dialog box is displayed.

2. Enter a name for your new voice contact work flow, and then click OK.

The Edit Voice Contact Classification dialog box appears. Note that the work 
flow name you just created is shown in the dialog box.

3. Set up the criteria for the first level filter in this dialog box. 

a. Select the type of call you want the filter to apply to from the drop-down 

list: inbound calls, outbound calls, or all calls.

Note that there is also the option to disable the work flow. You can select 
this option later on if and when you want to disable the work flow, but 
want to keep the work flow on file for enabling at a later date.

b. Apply up to three data field conditions. Click Edit to display the Data Field 

Condition dialog box. For information on setting up a data field condition, 
see 

.

c. Select if you want the filter to apply when ALL conditions are true, or if 

ANY conditions are true. 

4. Click OK to complete setting up the first level filter in the new voice contact 

work flow.

Setting Up a New Work Flow

After a new voice contact classification is created, Desktop Administrator takes you to 
the Voice Contact Work Flow window (see 

). In this window you set up the 

second level of filtering, consisting of events and rules, and the resulting actions for 
your new voice contact work flow.