I'm having an issue getting a macro to work within Desktop Administrator for a test work flow i have setup. I have a need to force agents into Email Ready after each call. I was trying to achieve this by creating a macro via the Voice Contact Work Flow section in Desktop Work Flow Administrator.
I setup a voice contact work flow called "Agent Email", and under the Work event, i created a macro for the Action of that rule. Within the macro i recorded the steps to set focus on the Agent Desktop application and send keystrokes [CONTROL] [SHIFT] W...which is the keyboard shortcut for Email Ready state.
Am i going about this the wrong way? I am unfamiliar with any settings that would accomplish this and I'm not sure that my macro is using correct syntax.... I've tried different variations of the focus line for finding the Cisco Agent Desktop....one is below.
[APPLICATION:AGENT_DESKTOP=AGENT_DESKTOP] [SHIFT] [CONTROL] W
NOTE: Do not use a Run Macro action to perform tasks that can be accomplished by one of the other types of actions available. For example, use a Call Control action to transfer a call, and an Agent State action to change agent states.
Looks like you may be out of luck...
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I did see the note in the help file, however it appeared that Agent State Action only applied to the call state, and did not affect email state. I was hoping because of that, a macro could be setup to send the keystrokes. It doesn't appear to be working though, so i may have to settle for a reminder popup to agents about entering email ready state after calls.
There really should be an option in UCCX for controlling email ready(auto available) like there is for calls.
I will continue to search for a means of doing this and will post a solution if i come across one, otherwise the department requesting this may end up using the notification popups instead.
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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