Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Creating Actions

January 16, 2013

141

Creating Call Control Actions

You can associate an event or a task button with a call control action, such as blind 
transferring a call to an agent’s supervisor. Call control actions include:

■

Blind conference

■

Blind transfer (includes a configurable delay time)

■

Supervised conference

■

Supervised transfer

■

Call

■

Drop

■

Touch tones

■

Answer

NOTE:  A work flow to answer calls on a Ringing event cannot be used 
by mobile agents in Call-by-Call mode, as they answer calls manually.

The blind conference action requires one or more rules that define when the action 
should be executed (for example, incoming calls from a route point). If the action does 
not have any rules, it will be executed every time the event with which it is associated 
occurs. For example, if you create a blind conference action on an answered event 
without any rules, the action will be executed for every answered call.

1. Set up a new action (see 

). The Select Action window appears.

2. Select the Call Control tab, then click New. The Call Control Action Setup 

window appears (

).

Figure 77. 

Call Control Action Setup window