Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
218
January 16, 2013
Setting Up an ANI-Based Screen Pop
Premise
Rock Coast Products wants to use the ANI as the basis for a screen pop containing
customer contact information.
Rock Coast Products wants to use the ANI as the basis for a screen pop containing
customer contact information.
Procedure
Set up a macro to search for the ANI in a Microsoft Outlook 2000 contact list.
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 might vary.
If you have a different version, your keystrokes might vary.
1. Start Microsoft Outlook.
2. In the Navigation pane of Desktop Administrator, choose
Work Flow Configuration > Work Flow Groups.
3. Select a work flow group, then select either CAD Agent or CAD-BE Agent.
4. Select Voice Contact Work Flows (
5. Create a new work flow, and enable it for all inbound calls.
6. Select Ringing from the Events list, then click New under the Rules list. The
New Work Flow Rule dialog box appears.
7. Type a name for the rule (for example, CustContact), then click OK. The new
rule appears in the Rules list.
8. Select the new rule, then click Edit next to the first Data Field Conditions field.
The Data Field Conditions dialog box appears (
9. Select Calling# from the Data Field drop-down list, check the Is Not Empty
data field filter, then click OK. The Data Field Conditions dialog box closes.
10. Select Any Condition is True.
11. Click Add under the Actions list to create a new action for the event. The
Select Action dialog box appears.
12. Select the Run Macro tab, then click New. The New Macro dialog box appears.
13. Type a name for the macro (for example, LookUpPhoneNumber) then click
OK. The macro editor dialog box appears. The name you typed appears in the
title bar.
title bar.
14. Click Record. The Macro Editor dialog box minimizes.