Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
132
June 2007
The Select Action window appears.
Select the Call Control tab, and then click New.
Figure 71.
Call Control Action Setup dialog box.
2. Enter the following information:
■
A name for the call control action.
■
The type of action selected from the Call Control drop-down list.
■
A phone number if required by the type of action. For example, for Blind
Transfer, enter the phone number to which a call is transferred.
Transfer, enter the phone number to which a call is transferred.
3. Click OK.
NOTE: A blind conference call control action must be used in
conjunction with rules. If no rules are configured, then the blind
conference action occurs every time the event it is associated with
occurs. For example, if you set up a blind conference action on an
answered event and do not configure rules, it executes on every
answered call. To prevent this, you must set up rules that allow the
action to occur only when desired, such as only on incoming calls
from the route point.
conjunction with rules. If no rules are configured, then the blind
conference action occurs every time the event it is associated with
occurs. For example, if you set up a blind conference action on an
answered event and do not configure rules, it executes on every
answered call. To prevent this, you must set up rules that allow the
action to occur only when desired, such as only on incoming calls
from the route point.
NOTE: A work flow set up to answer a call on the Ringing event does
not work for mobile agents in Call-by-Call mode because the agent
must answer incoming calls manually.
not work for mobile agents in Call-by-Call mode because the agent
must answer incoming calls manually.
HTTP Action
This action is available to CAD agents at the Premium level (Post and Get), and to
CAD-BE agents at the Enhanced and Premium levels (Get only).
CAD-BE agents at the Enhanced and Premium levels (Get only).
HTTP actions enable an agent to use call-based data to interact with a website or a
web application in the Integrated Browser window.
web application in the Integrated Browser window.
For example, an HTTP action can be set up so the enterprise data of an incoming call
is used to retrieve a customer record and display it in the Integrated Browser.
is used to retrieve a customer record and display it in the Integrated Browser.