Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Using Wild Card Data Conditions
January 16, 2013
237
Using Wild Card Data Conditions
Premise
Rock Coast Products is located in a city with two neighboring area codes. The east
metro area code is 651 and the west metro area code is 612. Rock Coast’s Customer
Service Division has one agent who assists east metro callers and one agent who
assists west metro callers.
Rock Coast Products is located in a city with two neighboring area codes. The east
metro area code is 651 and the west metro area code is 612. Rock Coast’s Customer
Service Division has one agent who assists east metro callers and one agent who
assists west metro callers.
If an east metro caller dials the main Customer Service number, Rock Coast wants
that call directed automatically to the agent who handles east metro calls.
that call directed automatically to the agent who handles east metro calls.
To separate east metro callers, Rock Coast sets up rules using the data conditions Is
in the List and Is not in the List. These data conditions return as true only if there is an
exact string match.
in the List and Is not in the List. These data conditions return as true only if there is an
exact string match.
Entering hundreds or even thousands of telephone numbers into a list is not feasible,
so Rock Coast uses wild card data conditions. This operation is similar to the function
of the Find tool in Windows. You can enter part of a string or a whole string to find
what you’re looking for. See
so Rock Coast uses wild card data conditions. This operation is similar to the function
of the Find tool in Windows. You can enter part of a string or a whole string to find
what you’re looking for. See
for more information
on using wild cards.
Procedure
Set up a wild card data condition that will transfer calls from the 651 area code to the
east metro agent:
Set up a wild card data condition that will transfer calls from the 651 area code to the
east metro agent:
1. In Desktop Administrator, click Desktop Configuration > Work Flow Groups >
Agents, select a work flow group, then click Voice Contact Work Flow. The
Voice Contact Work Flow window appears.
Voice Contact Work Flow window appears.
2. Select the Default voice contact work flow, then click Edit. The Voice Contact
Work Flow window appears.
3. Select the Ringing event.
4. Under the Rules pane, click New.
5. Create a new rule named East Metro.
6. In the Voice Contact Work Flow window, note that the new rule appears in the
Rules list. With the new rule highlighted, click Edit next to the first Data Field
Conditions field.
Conditions field.
7. Select Calling# from the Data Field drop-down list.
8. Check Enable Condition.
9. Check Is in the list.
10. Add the wild card data condition 651* to the list.
11. Click OK, then click Apply.