Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Voice Contact Work Flows

November 19, 2013

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3. Work Flow 1 says that any ringing event on the Product A support line triggers 

an HTTP action. This action takes the customer-entered account information 
from the IVR (part of the call’s enterprise data) and pops a web page in the 
Agent Desktop or CAD-BE integrated browser that displays the customer’s 
account information to the agent. 

4. The agent answers the phone call and is ready to assist the customer.

Creating a Voice Contact Work Flow

The general procedure for creating a voice contact work flow is as follows:

1. Set up a new voice contact classification filter:

a. Select the type of call the work flow applies to—inbound, outbound, or all 

calls.

NOTE: Depending on which Outbound Dialer dialing mode you are using, a 
customer call can appear as inbound or outbound. See 

 for assistance in choosing the 

appropriate call type and event for your work flow.

b. If required, further classify the call by specifying it must meet various data 

field conditions.

2. Set up the second level of filtering: 

a. Select the call or agent state event—Ringing, Answered, Dropped, Work 

Ready, or Work Not Ready.

b. If required, set up one or more rules with data field conditions that the 

call must meet.

c. Set up one or more actions that will take place if the call or agent event 

meets the rules’ data field conditions.

3. Set up as many second level filters as needed for calls selected by the first 

level filter. You can set up rules and actions for each of the filtered call’s call 
or agent events.

NOTE:  It is possible to set rules and conditions that are contradictory 
so that a work flow cannot function. Desktop Work Flow Administrator 
does not check a work flow’s logic and validity. If a work flow fails to 
operate as expected, make sure that the rules and conditions you set 
up are logically valid.