– Call information is sent to a Visual Basic or other external application structured to write to a third-party database or other application. – Call information is passed to a third-party application for a screen pop. Launch external application action: Integration that starts custom or standard Windows applications on agent's PC and passes data to it.– Call information is used as input to URL search strings for integrated browser screen pops. Web integration action: Integration with applications accessible from a browser.Integration actions include the following: Web integration (Premium only), launch external application, and run macro action as follows: Event-triggered workflows: This feature enables a sequence of actions to automatically happen when a specific inbound call event occurs, like displaying a screen pop when a call is delivered to an agent, changing agent work states when the call is dropped, or starting call recording when a call is answered.Ĭisco Unified IP Phone Agent For Cisco Unified Contact Center Express.Task automation: Using a single-click method, agents can execute frequently performed predefined actions, like creating an email, blind transfer to a specific extension, launching/login to another desktop application, etc.On-demand recording: This feature enables agents to record any call on demand.*."Hot desking" and extension mobility support: This feature provides the flexibility for agents to sit at any available agent station while maintaining their unique settings. ![]() – Caller-entered information: Workflow values. – Caller data: Cisco Agent Desktop displays caller data, including caller ID, Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), as well as queue time, talk time with thresholds, and administrator-defined variables.
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