Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Voice Contact Work Flows
November 19, 2013
89
To modify a voice contact work flow:
1. From the Voice Contact Work Flow List, select the work flow you want to
modify, and then click Edit.
■
If you selected a custom work flow, the Edit Voice Contact Classification
dialog box appears.
dialog box appears.
■
If you select the default work flow, the Voice Contact Work Flow window
appears. The default work flow does not classify voice contacts, and so
bypasses the Edit Voice contact Classification dialog box.
appears. The default work flow does not classify voice contacts, and so
bypasses the Edit Voice contact Classification dialog box.
2. Modify the voice contact classification if desired, and then click OK to proceed
to the Voice Contact Work Flow window.
3. Modify the work flow as desired, and then click Apply to save your changes.
Voice Contact Work Flows and Outbound Dialer
Cisco Unified Outbound Dialer has four dialing modes. These dialing modes include
events that do not always map to work flow events.
events that do not always map to work flow events.
displays how the
Outbound Dialer events map to voice work flow events to assist you in creating work
flows for Outbound Dialer campaigns.
flows for Outbound Dialer campaigns.
Table 18.
Outbound Dialer events and CAD Work Flow events
Dialing Mode
Voice
Contact
Contact
Outbound
Dialer Event
Work Flow Event
Direct Preview
Outbound
Reserved/Offered
None
Accept
Ringing
Connected
Answered
Dropped
Dropped
Inbound &
Outbound
Outbound
Reserved/Offered
Ringing & Answered
Accept
Dropped & Ringing
Connected
Answered
Dropped
Dropped
Inbound
Reserved/Offered
Ringing & Answered
Accept
Dropped
Connected
None
Dropped
None