Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Actions
June 2007
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5. When you have finished entering information, click OK.
For more examples of setting up this type of action, see Chapter 6, “Tutorials.”
Run Macro Action
A macro is a shortcut for a sequence of keystrokes. For example, you might record a
macro that performs the following tasks with each incoming call:
macro that performs the following tasks with each incoming call:
1. Copy the ANI (Automatic Number Identification) from Agent Desktop to
Microsoft Outlook
2. Open a contact list
3. Find the ANI in a database or spreadsheet
4. Display a screen containing the caller’s account information
NOTE: Do not use a Run Macro action to perform tasks that can be
accomplished by one of the other types of actions available. For
example, use a Call Control action to transfer a call, and an Agent
State action to change agent states.
accomplished by one of the other types of actions available. For
example, use a Call Control action to transfer a call, and an Agent
State action to change agent states.
NOTE: Run Macro actions do not work correctly when Chinese and
Korean characters (and potentially any multi-byte characters) are
used.
Korean characters (and potentially any multi-byte characters) are
used.
For examples of creating macros, see Chapter 6, “Tutorials.”
Macro Recording Tips
If your macro accesses a third-party application, make sure that the application is
open. If the macro enters text into the third-party application, make sure that
application has Windows focus.
open. If the macro enters text into the third-party application, make sure that
application has Windows focus.
Keystroke macros play back to the top level window they were recorded in. If you are
running a keystroke macro to a Terminal Services window, you must make sure that
the appropriate application in that Terminal Services window always has focus,
otherwise the keystrokes will be sent to the wrong application.
running a keystroke macro to a Terminal Services window, you must make sure that
the appropriate application in that Terminal Services window always has focus,
otherwise the keystrokes will be sent to the wrong application.
Before you begin to record the macro, make a test run with the third-party application,
writing down all of the keystrokes required for the tasks you wish to perform.
writing down all of the keystrokes required for the tasks you wish to perform.
Avoid using:
■
the tab or arrow keys in your macro because the cursor may not always be in
the same position each time a window opens.
the same position each time a window opens.