Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

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.

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. 

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.

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). 

HTTP actions enable an agent to use call-based data to interact with a website or a 
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. 

NOTE:  For more information on HTTP requests and the HTTP 
protocol in general, see the website of the World Wide Web 
Consortium, 

www.w3.org

.