Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Choose the desired argument in the Available Arguments list, and use the left 
arrow to add it to the Argument list. Use the up and down arrows to reorder 
the Argument list.

5. When you have finished entering information, click OK. 

For more examples of setting up this type of action, see Chapter 6, “Tutorials.”

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:

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.

NOTE:  Run Macro actions do not work correctly when Chinese and 
Korean characters (and potentially any multi-byte characters) are 
used. 

For examples of creating macros, see Chapter 6, “Tutorials.”

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. 

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.

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.

Avoid using: