Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
154
January 16, 2013
Creating Run Macro Actions
A macro is a shortcut for a sequence of keystrokes. For example, you might record a
macro that performs the following tasks with each incoming call:
macro that performs the following tasks with each incoming call:
1. Copy the ANI (Automatic Number Identification) from Agent Desktop to
Microsoft Outlook.
2. Open a contact list.
3. Find the ANI in a database or spreadsheet.
4. Display a screen containing the caller’s account information.
NOTE: Do not use a Run Macro action for tasks that can be done with
another action type. For example, use a Call Control action to transfer
a call, and an Agent State action to change agent states.
another action type. For example, use a Call Control action to transfer
a call, and an Agent State action to change agent states.
NOTE: Run Macro actions do not work correctly when using Chinese
and Korean characters (and potentially any multi-byte characters).
and Korean characters (and potentially any multi-byte characters).
For examples of creating macros, see Appendix C,
.
Macro Recording Tips
If your macro accesses a third-party application, make sure that the application is
open. If the macro enters text into the third-party application, make sure that
application has Windows focus.
open. If the macro enters text into the third-party application, make sure that
application has Windows focus.
Keystroke macros play back to the top level window they were recorded in. If you are
running a keystroke macro to a Terminal Services window, you must make sure that
the appropriate application in that Terminal Services window always has focus,
otherwise the keystrokes will be sent to the wrong application.
running a keystroke macro to a Terminal Services window, you must make sure that
the appropriate application in that Terminal Services window always has focus,
otherwise the keystrokes will be sent to the wrong application.
Before you begin to record the macro, make a test run with the third-party application,
writing down all of the keystrokes required for the tasks you wish to perform.
writing down all of the keystrokes required for the tasks you wish to perform.
Use keyboard shortcut keys to perform actions in the application. Avoid using the
following actions in a macro.
following actions in a macro.
■
Tab or arrow keys, because the cursor might not be in the same place every
time a window opens
time a window opens
■
Mouse clicks and movements, because they are not recorded
NOTE: The execution of a macro can be affected by the client PC
keyboard settings. Ensure that keyboard settings, such as Caps Lock,
are not inadvertently left on. Warn agents not to enter keystrokes
while a macro is running, since that can affect the macro.
keyboard settings. Ensure that keyboard settings, such as Caps Lock,
are not inadvertently left on. Warn agents not to enter keystrokes
while a macro is running, since that can affect the macro.