Cisco Cisco Agent Desktop 10.5 Guia Do Utilizador
Voice Contact Work Flows
November 2006
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3. Work Flow 1 says that any ringing event on the Product A support line
triggers an HTTP action. This action takes the customer-entered account
information from the IVR (part of the call’s enterprise data) and pops a web
page in Agent Desktop’s or CAD-BE’s integrated browser that displays the
customer’s account information to the agent.
information from the IVR (part of the call’s enterprise data) and pops a web
page in Agent Desktop’s or CAD-BE’s integrated browser that displays the
customer’s account information to the agent.
4. The agent answers the phone call and is ready to assist the customer.
Creating a Voice Contact Work Flow
The general procedure for creating a voice contact work flow is as follows:
1. Set up a new voice contact classification filter:
a. Select the type of call the work flow applies to—inbound, outbound, or all
calls.
NOTE: Depending on which Outbound Dialer dialing mode you are
using, a customer call can appear as inbound or outbound.
Therefore, when creating an Outbound Dialer work flow, select all
calls as your voice classification filter.
using, a customer call can appear as inbound or outbound.
Therefore, when creating an Outbound Dialer work flow, select all
calls as your voice classification filter.
b. If required, further classify the call by specifying it must meet various data
field conditions.
2. Set up the second level of filtering:
a. Select the call or agent state event—Ringing, Answered, Dropped, Work
Ready, or Work Not Ready.
b. If required, set up one or more rules with data field conditions the call
must meet.
c. Set up one or more action that will take place if the call or agent event
meets the rules’ data field conditions.
3. Set up as many second level filters as needed for calls selected by the first
level filter. You can set up rules and actions for each of the filtered call’s call
or agent events.
or agent events.
NOTE: It is possible to set rules and conditions that are
contradictory so that a work flow cannot function. Desktop
Administrator does not check a work flow’s logic and validity. If a
work flow fails to operate as expected, make sure that the rules and
conditions you set up are logically valid.
contradictory so that a work flow cannot function. Desktop
Administrator does not check a work flow’s logic and validity. If a
work flow fails to operate as expected, make sure that the rules and
conditions you set up are logically valid.