Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Agent Desktop User Guide
14
September 9, 2013
NOTE: You must use Agent Desktop for all call control operations as
described below. If you use your phone for call control, you might lose
the call. Also, use Agent Desktop to monitor call activities, such as
conference status. This information is not displayed accurately (or not
at all in some cases) on your phone. Consult your Cisco Unified
Mobile Agent documentation for more information.
described below. If you use your phone for call control, you might lose
the call. Also, use Agent Desktop to monitor call activities, such as
conference status. This information is not displayed accurately (or not
at all in some cases) on your phone. Consult your Cisco Unified
Mobile Agent documentation for more information.
You can receive calls in either of two modes, Nailed Up Call mode or Call by Call mode.
■
In Nailed Up Call mode, you receive one call that you answer using your
physical phone when you log in. That line stays connected through multiple
customer calls. Agent Desktop plays a phone ring sound file when a customer
call arrives, and you perform all call control through Agent Desktop, including
disconnecting the call. If you hang up your physical phone, you are logged out.
physical phone when you log in. That line stays connected through multiple
customer calls. Agent Desktop plays a phone ring sound file when a customer
call arrives, and you perform all call control through Agent Desktop, including
disconnecting the call. If you hang up your physical phone, you are logged out.
■
In Call by Call mode, your physical phone is dialed for each customer call.
Once you answer your physical phone, all call control is performed through
Agent Desktop, including disconnecting the call. When you hang up by
disconnecting the call through Agent Desktop and then by hanging up your
physical phone, you are placed in the Ready state and made available to
receive another customer call.
Once you answer your physical phone, all call control is performed through
Agent Desktop, including disconnecting the call. When you hang up by
disconnecting the call through Agent Desktop and then by hanging up your
physical phone, you are placed in the Ready state and made available to
receive another customer call.
To log into Agent Desktop as a mobile agent:
NOTE: If you are not configured as a mobile agent, or if you choose a
call mode you are not set up to use, your mobile agent login will fail. If
this occurs, contact your administrator.
call mode you are not set up to use, your mobile agent login will fail. If
this occurs, contact your administrator.
It is recommended that you use VPN to access your contact center network in order to
have a more secure connection before you log in to Agent Desktop. See your VPN
instructions for more information.
have a more secure connection before you log in to Agent Desktop. See your VPN
instructions for more information.
1. Choose Start > Programs > Cisco > Desktop > Agent. The Agent Login window
appears (
2. Type your login name/ID, password, and extension in the appropriate fields.