Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
114
June 2007
Figure 56.
Voice Contact Work Flow window.
When an event occurs, the rules associated with the event are evaluated in the order
they are listed in the Rules pane. When a rule is met, the actions associated with that
rule are executed in the order they are listed in the Actions pane. Subsequent rules
are not evaluated.
they are listed in the Rules pane. When a rule is met, the actions associated with that
rule are executed in the order they are listed in the Actions pane. Subsequent rules
are not evaluated.
If no rules are met, the default rule governs, and all actions associated with the
default rule are executed. Default rules cannot be changed or deleted.
default rule are executed. Default rules cannot be changed or deleted.
The default action might be <no action>.
To set up a new work flow:
1. Select the event that triggers the work flow from the Event pane. The available
events are:
— Ringing. The agent’s phone rings.
— Answered. The agent answers the phone.
— Dropped. The call terminates.
— Work Ready. The agent transitions to the Work Ready agent state.
— Work Not Ready. The agent transitions to the Work Not Ready agent state.
2. Under the Rules pane, click New to set up a new rule.
The New Rule Name dialog box appears.
3. Enter the name of the new rule, and then click OK.
The fields in the Current Rule Conditions section of the window are enabled.