Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
116
January 16, 2013
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 by presenting the Transfer Dial Pad
autofilled with the phone number to the agent for all further call control. The agent
can use the Transfer Dial Pad to initiate the call transfer, and alternate between
parties, cancel, or complete the call transfer.
number defined in the IPC message string by presenting the Transfer Dial Pad
autofilled with the phone number to the agent for all further call control. The agent
can use the Transfer Dial Pad to initiate the call transfer, and alternate between
parties, cancel, or complete the call transfer.
For the IPC Supervised Transfer action to be successful:
■
The agent must be on an active call appearance in Agent Desktop
■
The agent must be in a Talking state. The agent can not have the active call in
a Hold state.
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.
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.
following XML format.
Bold
text indicates a variable that must be replaced with the
telephone number to be dialed.
<?xml version="1.0"?>
<!-- IPC Receive Event Message -->
<IPCActions>
<IPCSupervisedTransferAction>
<ActionName>IPC Supervised Transfer Action</ActionName>
<PhoneNumber>
<!-- IPC Receive Event Message -->
<IPCActions>
<IPCSupervisedTransferAction>
<ActionName>IPC Supervised Transfer Action</ActionName>
<PhoneNumber>
7865551234
</PhoneNumber>
<DisplayError>true</DisplayError>
</IPCSupervisedTransferAction>
</IPCActions>
</IPCSupervisedTransferAction>
</IPCActions>
IPC Blind Conference
The IPC Blind Conference action conferences the active call directly to the phone
number defined in the IPC message string. The call is conferenced directly with the
defined number and the agent remains connected to the call. The Conference Dial
Pad is not presented to the agent.
number defined in the IPC message string. The call is conferenced directly with the
defined number and the agent remains connected to the call. The Conference Dial
Pad is not presented to the agent.
For the IPC Blind Conference action to be successful:
■
The agent must be on an active call appearance in Agent Desktop
■
The agent must be in a Talking state. The agent can not have the active call in
a Hold state.
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.
conditions are not met, Agent Desktop will present a generic error message
stating that the agent requested action failed.