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The Rules Wizard provides a user interface for
the Agent Rules Plug-in, the component Agent uses to convert
call events into events for to the Rules Plug-in.
The Rules Wizard allows you to create and manage
the rules that automatically perform actions on call events that meet
certain criteria. For example, you can configure a rule to deflect calls
from a specific CLI to voicemail, or create automatic screen pops of
information.
This rule functionality is similar to the email
rules capability in Microsoft Outlook.
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.
You can create multiple rules for each call
event. The Agent Rules Plug-in processes them in the order in which
they appear in the Rules Wizard interface. Once a match is found, that
action is taken and no further rules are processed. You can change the
processing order at any time.
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