Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

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. 

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. 

5. Click OK. 

Call Control actions include:

■

Blind transfer

■

Supervised transfer

■

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.

1. Set up a new action. See 

The Select Action window appears.

Select the Call Control tab, and then click New.

The Call Control Action Setup dialog box appears (see