Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

rule are executed in the order they are listed in the Actions pane. Subsequent rules 
are not evaluated.

If no rules are met, the default rule governs, and all actions associated with the default 
rule are executed. Default rules cannot be changed or deleted.

The default action might be <no action>. 

1. Select the event that triggers the work flow from the Event pane. The 

available events are:

—

Ringing. The agent’s phone rings.

—

Answered. The agent answers the phone.

—

Dropped. The call terminates.

—

Work Ready. The agent transitions to the Work Ready agent state.

—

Work Not Ready. The agent transitions to the Work Not Ready agent 
state.

2. Under the Rules pane, click New to set up a new rule. 

The New Rule Name dialog box appears. 

3. Enter the name of the new rule, and then click OK.

The fields in the Current Rule Conditions section of the window are enabled.

4. Add up to 3 data field conditions (see 

for 

more information) and specify when the actions should be executed—when 
any of the data field conditions are met, or when all of the data field 
conditions are met.

When a data field condition is established, the Enable Rule check box is 
automatically checked.

5. Under the Actions pane, click Add to choose one or more actions to run 

when the event occurs and the rules are met. 

You can select an existing action, or create a new action. If the action you 
select cannot be associated with the event, you will receive an error 
message. See 

 for more information. 

6. Repeat steps 1 through 5 for as many events as desired. 

7. When you are finished associating events with rules and actions, click Apply 

to save the new voice contact work flow.

Data field conditions are criteria that a call’s selected enterprise data fields must meet 
in order for a voice contact classification or a work flow rule to be enforced.