Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Actions
June 2007
131
Figure 70.
Select Reason dialog box.
4. Select the reason code you want to be entered automatically when the action
is triggered, and then click OK.
The default is “Agent will choose.” If you select this, the agent will have to
manually enter the reason code.
manually enter the reason code.
The dialog box closes and the Agent State Action Setup dialog box is
displayed, with the number of your chosen reason code entered in the gray
box next to the Automate Reason button.
displayed, with the number of your chosen reason code entered in the gray
box next to the Automate Reason button.
5. Click OK.
Call Control Action
Call Control actions include:
■
Blind transfer
■
Supervised transfer
■
Supervised Conference
■
Blind Conference
■
Call
■
Answer
■
Drop
■
TouchTones
These actions can be associated with an event or a task button. For example, a task
button could be configured to execute a call control action that blind transfers a call to
the agent’s supervisor.
button could be configured to execute a call control action that blind transfers a call to
the agent’s supervisor.
To set up a Call Control action:
1. Set up a new action. See