|
Rules Plug-in
The Rules Plug-in is a plug-in component that allows you
to create a simple set of rules that automatically perform actions on call
events that meet certain criteria. This rule functionality is similar to the
email rules capability in Microsoft Outlook.
Without changing an application's code, you can use the
Rules Plug-in to enhance desktop functionality. For example, you can
configure rules to:
Deflect calls from a specific CLI to voicemail
Open another application or website
Send data and key strokes to another
customer-related application
Bring another window to the front to help process
a call
Pass data to another application that supports
DDE
Essentially, a rule fits into a simple statement;
when a certain event occurs
and a call property matches this value,
do this action
then either
continue rules processing, jump to another
rule or
stop.
The Rules Plug-in is started by the controlling
application. The configuration data passed to it consists of the mandatory
generic plug-in configuration data and a list of rules to be processed.
The functionality to build valid rules that relate to a
specific desktop product is managed by the individual controlling
application. The application uses the Rules Plug-in to execute those rules.
The Rules Plug-in and the Rules Wizard are installed as
part of the Contact Center Express Desktop installation.
|
