Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Desktop Administrator User Guide

November 19, 2013

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If the IPC message string is submitted to Agent Desktop when these
conditions are not met, Agent Desktop will present a generic error message
stating that the agent requested action failed.

The IPC Blind Transfer message sent to Agent Desktop must conform to the following
XML format.

Bold

text indicates a variable that must be replaced with the telephone

number to be dialed and the delay value. The delay value is expressed in milliseconds.

<?xml version="1.0"?>

<IPCActions>
<IPCBlindTransferAction>
<ActionName>IPC Blind Transfer Action</ActionName>
<PhoneNumber>

7865551234

</PhoneNumber>

<Delay>

</Delay>

IPC Supervised Transfer

The IPC Supervised Transfer action initiates a transfer of the active call to the phone
number defined in the IPC message string and presents the Transfer Dial Pad to the
agent for all further call control. The agent can use the Transfer Dial Pad to alternate
between parties, cancel, or complete the call transfer.

For the IPC Supervised Transfer action to be successful:

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The agent must be on an active call appearance in Agent Desktop

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The agent must be in a Talking state. The agent can not have the active call in
a Hold state.

■

If the IPC message string is submitted to Agent Desktop when these
conditions are not met, Agent Desktop will present a generic error message
stating that the agent requested action failed.

The IPC Supervised Transfer message sent to Agent Desktop must conform to the
following XML format.

Bold

text indicates a variable that must be replaced with the

telephone number to be dialed.

<?xml version="1.0"?>

<IPCActions>
<IPCSupervisedTransferAction>
<ActionName>IPC Supervised Transfer Action</ActionName>
<PhoneNumber>

7865551234

</PhoneNumber>