Cisco Cisco Agent Desktop 9.0 用户指南
Cisco Desktop Administrator User Guide
142
January 16, 2013
Creating Call Control Actions
You can associate an event or a task button with a call control action, such as blind
transferring a call to an agent’s supervisor. Call control actions include:
transferring a call to an agent’s supervisor. Call control actions include:
■
Blind conference
■
Blind transfer (includes a configurable delay time)
■
Supervised conference
■
Supervised transfer
■
Call
■
Drop
■
Touch tones
■
Answer
NOTE: A work flow to answer calls on a Ringing event cannot be used
by mobile agents in Call-by-Call mode, as they answer calls manually.
by mobile agents in Call-by-Call mode, as they answer calls manually.
The blind conference action requires one or more rules that define when the action
should be executed (for example, incoming calls from a route point). If the action does
not have any rules, it will be executed every time the event with which it is associated
occurs. For example, if you create a blind conference action on an answered event
without any rules, the action will be executed for every answered call.
should be executed (for example, incoming calls from a route point). If the action does
not have any rules, it will be executed every time the event with which it is associated
occurs. For example, if you create a blind conference action on an answered event
without any rules, the action will be executed for every answered call.
To set up a Call Control action:
1. Set up a new action (see
). The Select Action window appears.
2. Select the Call Control tab, then click New. The Call Control Action Setup
window appears (
).
Figure 77.
Call Control Action Setup window