Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Voice Contact Work Flows
November 2006
99
To set up data field conditions:
1. In the Voice Contact Classification dialog box, click Edit. In the Voice Contact
Work Flow window, add a new rule and then click Edit in the Current Rule
Conditions section of the window.
Conditions section of the window.
2. Select a data field from the Data Field drop-down list.
The Data Field lists all the enterprise data fields used in your system.
Not all data fields are available for all events, for instance, Calling# and
Called# are not available for the Ringing event.
Called# are not available for the Ringing event.
3. Specify one of the data field filters:
—
Is Empty. The data field is empty.
—
Is Not Empty. The data field is not empty.
—
Is In the List. The data field is compared to the list you set up in the List
pane to determine if it is in that list. Click Add to add an item to the list of
strings. Strings are not case sensitive. You can use wild cards (* and ?)
to simplify your list. See
pane to determine if it is in that list. Click Add to add an item to the list of
strings. Strings are not case sensitive. You can use wild cards (* and ?)
to simplify your list. See
.
—
Is Not in the List. The data field is compared to the list you set up in the
List pane to determine if it is not in that list. Click Add to add an item to
the list of strings. Strings are not case sensitive. You can use wild cards
(* and ?) to simplify your list. See
List pane to determine if it is not in that list. Click Add to add an item to
the list of strings. Strings are not case sensitive. You can use wild cards
(* and ?) to simplify your list. See
—
Length of Data. The length of the data field is between a minimum and
maximum number of characters that you set.
maximum number of characters that you set.
4. Ensure that the Enable Condition check box is selected, and then click OK.
Wild Card Searches
You can use wild cards when entering strings in the data field conditions list pane.
This enables you to avoid having to enter many strings if the strings you want to list
have common elements.
This enables you to avoid having to enter many strings if the strings you want to list
have common elements.
Wild card characters used are the asterisk (*) and the question mark (?).
An asterisk in a string replaces any quantity of characters, as long as the other
characters in the string match. For instance, ABC* matches strings that begin with
ABC but end in any quantity of any characters.
characters in the string match. For instance, ABC* matches strings that begin with
ABC but end in any quantity of any characters.
A question mark in a string replaces any character, but the length of the string must
be exactly as represented. For instance, ABC?? matches strings that begin with ABC
and end in 2 other characters.
be exactly as represented. For instance, ABC?? matches strings that begin with ABC
and end in 2 other characters.
Double quotes around a string searches for the exact characters within the double
quotes, including the wild card characters (*) and (?). For instance, “123*ABC”
matches only the string 123*ABC, and does not allow the asterisk to act as a wild
card.
quotes, including the wild card characters (*) and (?). For instance, “123*ABC”
matches only the string 123*ABC, and does not allow the asterisk to act as a wild
card.