Cisco Cisco Agent Desktop 9.0 Installationsanleitung
June 22, 2012
5
Cisco IP Phone Agent User Guide
Introduction
This document is written for contact center agents who use the IP Phone Agent
service on IP phones when handling customer calls.
service on IP phones when handling customer calls.
Cisco IP Phone Agent is a service added to your Cisco IP phone. It allows you to do the
following tasks:
following tasks:
■
Log in and log out of the Automatic Call Distributor (ACD)
■
View enterprise data when receiving a call
■
View skills statistics
■
Change your agent state
■
Enter a reason code when changing your state
■
Enter wrap-up data after handling an ACD call
■
Record a customer call (Enhanced and Premium versions only)
IP Phone Agent keeps track of your agent state and the state of your phone. It
presents menus to you that display only the agent states available to you at a given
time.
presents menus to you that display only the agent states available to you at a given
time.
Hardware and Software Environment
For information about the hardware and software that is supported by IP Phone Agent,
see the Cisco CAD Installation Guide.
see the Cisco CAD Installation Guide.
Obtaining Documentation and Submitting a Service
Request
Request
For information on obtaining documentation, submitting a service request, and
gathering additional information, see the monthly What’s New in Cisco Product
Documentation, which also lists all new and revised Cisco technical documentation,
at:
gathering additional information, see the monthly What’s New in Cisco Product
Documentation, which also lists all new and revised Cisco technical documentation,
at: