Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Actions

June 2007

123

Action Availability

Not all actions are available for all events or for all types of agents. 

 shows 

which actions are available for the three types of work flows and for each type of agent 
(CAD agents and CAD-BE agents

).

 

Adding a New Action

1. Access the Voice Contact Work Flow or Agent Management Work Flow window.

2. Select the event to be associated with the new action.

3. Under the Actions pane, click Add.

The Select Action dialog box appears (see 

Table 13. 

Action availability per work flow type and agent type

*

 

* “×” indicates the action is available: “—” indicates the action is not available.

Action Type

Voice Contact

Agent Mgmt

Time of Day

CAD

CBE

CAD

CBE

CAD

CBE

Agent Notification

×

—

×

—

×

—

Agent State

×

—

—

—

×

—

Call Control

×

—

—

—

—

—

HTTP

×

×

×

—

×

—

IPC

×

—

×

—

—

—

Launch External Application

×

—

×

—

—

—

Run Macro

×

—

×

—

—

—

Set Enterprise Data

×

—

—

—

—

—

Timer

×

—

—

—

—

—

Utility

×

×

—

—

—

—