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Question: Rules and Actions only apply to the first call appearance

Marc De Serio
Level 1
Level 1

Can someone give me an example of this being checked and unchecked within Workflow Administrator.  I currently have a rule that takes the ANI and does a search inside Salesforce and pops the screen when the phone rings.  How would this check box affect it?

Thanks.

1 Reply 1

anchoudh
Level 9
Level 9

Hi Marc,

Rules and Actions only apply to the first call appearance:

Select to invoke rules processing only for the oldest (top) call appearance. If the check box is not selected, rules processing is invoked for all inbound calls.

reference (page 73):

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/cda80ccxug-cm.pdf

Hope it helps,

Anand

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