Cisco Cisco Agent Desktop 9.0 用户指南
Cisco Desktop Administrator User Guide
134
November 19, 2013
Agent’s State Change Notification and
Announcement
Announcement
Agent Desktop can be configured so that agents who are vision-impaired are notified
of agent state changes. This is accomplished by creating work flows that either pop
agent notifications that can be read by a screen reader, or that launch an appropriate
recorded message that is played through the agent's computer speakers.
of agent state changes. This is accomplished by creating work flows that either pop
agent notifications that can be read by a screen reader, or that launch an appropriate
recorded message that is played through the agent's computer speakers.
The type of work flow you create depends on which agent state change you want to
announce.
announce.
■
Use a voice contact work flow to announce transition to the Work state.
■
Use an agent management work flow to announce transition to the Ready and
Not Ready state.
Not Ready state.
Use either of the following actions with the work flow.
■
Agent Notification action. A custom message is popped on the agent’s
desktop when the agent changes agent state. This notification can then be
read by a screen reader.
desktop when the agent changes agent state. This notification can then be
read by a screen reader.
■
Launch External Application action. A sound file is played when the agent
changes agent state.
changes agent state.
To announce the agent state changes verbally using the Agent Notification action:
2. When configuring the action, complete the Agent Notification dialog box with
relevant custom message as shown in the example in
.
3. Associate the new action with a work flow so that it is launched when the
agent state changes. For example, if you are configuring the Work event in the
Voice Contact Work Flows node, apply an agent notification action as shown
Voice Contact Work Flows node, apply an agent notification action as shown
Figure 67.
Agent Notification Action Setup dialog box