Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Voice contact work flows manage agent activity based on voice call events. Once a 
call is classified it is further filtered according to events, rules, and actions. 

For example, a voice contact work flow could be set up as follows:

1. A call comes into the contact center.

2. The Voice Contact Classification filter determines from the enterprise data 

that the inbound call is on a line reserved for Product A technical support and 
thus meets the data conditions of Work Flow 1. The call is now subject to the 
second layer of filtering set up in Work Flow 1.

3. Work Flow 1 says that if any inbound call on the Product A support line rings 

for 10 seconds or more without being answered, agents whose agent state is 
Not Ready will be moved to the Ready state and thus be available to answer 
the call.