| Cucumber Green 2007-09-09, 1:11 am |
| Hey fellows,
This is my first mail to the list, and before anything else I want to say hello to everyone and congratulate you all for this magnificent mailing list (I have been scourging the archives and have found great info ). I hope I can give some help anytime s
oon.
Anyway, Im working now with workflows (using cisco desktop administrator), great application by the way, but I have several questions I cant seem to find an answer to in the documentation.
1. Is there a way to let the phone ring once before the workflow auto-answers an incoming call to the agent?
So far I have been able to force the auto-answer, using the Ringing event and the Answer action, but this answering action happens very fast ( the agent can not hear any ring before the call gets auto answered ), so I would like the phone to ring once
before the answer action takes place. I have thought about spawning some application like Windows media Player before answering, but I cant install anything on the Agent's computer as security is tight.
2. How can I make an action to take place without any condition?
Anytime I want to enable an action, I need to enter conditions, but sometimes I need the action to take place without any condition at all. Is this possible?
3. Are workflows applied to agents automatically or should they logout and login again from agent deskttop?
This one is linked to question number 2, I really dont know when to test my workflow changes, I have become an annoyance to the agents of the call center Im working with hehe, I usually make changes and when they dont work, I end up figuring out wheth
er the agents should log-in&log-out from Agent Desktop or the conditions I am using for the action are not working.
Many thanks in advance for any reply.
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