Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Voice Contact Work Flows

January 16, 2013

121

Setting Up a New Voice Contact Classification

When you select the Voice Contact Work Flow node in the navigation tree, the Voice 
Contact Work Flow List window is displayed. This window shows all the existing voice 
contact work flows, and enables you to edit them or to set up new ones.

The Voice Contact Classification is the first level of filtering in a voice contact work 
flow.

1. In the Voice Contact Work Flow List window, click Add. The New Work Flow 

Name dialog box is displayed.

2. Enter a name for your new voice contact work flow, and then click OK. The Edit 

Voice Contact Classification dialog box appears with the work flow name you 
just created (

3. Set up the criteria for the first level filter in this dialog box. 

a. Select the type of call you want the filter to apply to from the drop-down 

list: inbound calls, outbound calls, or all calls.

Note that there is also the option to disable the work flow. You can select 
this option later on if and when you want to disable the work flow, but 
want to keep the work flow on file for enabling at a later date.

b. Apply up to three data field conditions. Click Edit to display the Data Field 

Condition dialog box. For information on setting up a data field condition, 
see 

Figure 61. 

Edit Voice Contact Classification dialog box