Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Rock Coast Products wants to use the ANI as the basis for a screen pop containing 
customer contact information.

Set up a macro to search for the ANI in a Microsoft Outlook 2000 contact list.

NOTE:  This example uses Microsoft Outlook 2000 SR-1(9.0.0.3821). If you 
have a different version, your keystrokes may vary.

1. Start Microsoft Outlook. 

2. In the Navigation pane of Desktop Administrator, click Desktop 

Configuration > Work Flow Groups > Agents, select a work flow group, 
and then click Voice Contact Work Flow.

3. Create a new work flow, and configure it so that it applies to all inbound calls.

The Voice Contact Work Flows window appears (see 

4. Select Ringing from the Events list box, and then click New under the Rules 

area.

The New Rule Name dialog box appears.

5. Enter a name (for example, CustContact), and then click OK.

The new rule appears in the Rules list.

6. Select the new rule, and then click Edit next to the first Data Field Conditions 

field.

The Data Field Conditions dialog box appears (see 

7. Select Calling# from the Data Field drop-down list, check the Is Not Empty 

data field filter, and then click OK.

The Data Field Conditions dialog box closes.

8. Click Any Condition is True.

9. Click Add under the Actions area to create a new action for the event.

The Select Action dialog box appears.

10. In the Select Action dialog box, select the Run Macro tab and then click 

New.

11. In the New Macro dialog box, enter a new macro action name (for example, 

LookUpPhoneNumber) and then click OK.

The Macro Editor dialog box appears.