Cisco Cisco Agent Desktop 8.0 Betriebsanweisung

You can use the soft phone built into Agent Desktop, a third-party soft phone, or a 
hard IP phone to handle calls. (If you have Agent Desktop with Media Termination, 
you must use the built-in soft phone.) Either type of call shows up in the Agent 
Desktop interface. The following sections assume you use the Agent Desktop 
interface (see Figure 2) to handle calls.

You can receive both routed and non-routed calls through Agent Desktop. You 
must be logged in, and you must be in the Ready agent state, to receive a routed 
call; you can be in any state to receive a non-routed call.

If you do receive a non-routed call, you are automatically put in the Not Ready 
agent state and then returned to the previous state after the call ends.

X To answer a call:

■

Click Answer.

X To terminate a call:

■

Click Drop.

You must be in the Not Ready state to make a call. Use the Make Call button to 
make a call.

X To make a call:

1. Click Make Call.

The Make a Call window appears.

2. Enter a number in the Name: Number field. You can enter a number by:

■

Using your PC keyboard

■

Dialing the number with the dial pad

■

Selecting an existing number from the Recent Call List or a phone 
book.

3. Click Dial.

You can enter a number only, or you can enter a name and number. Use the 
format name: number. You must include the colon and a space to separate the 
name from the number.