Cisco Cisco Agent Desktop 8.0 Betriebsanweisung

Toolbar

Dashboard

Contact Management

Browser tools

Answer/Drop

Ctrl-A

Answers or drops a call.

Hold/Unhold

Ctrl-H

Puts a call on hold or takes it off hold.

Make Call

Ctrl-M

Displays the dial pad so that you can dial a call.

Conference

Ctrl-F

Puts a call on hold and adds other parties to it for a 
conference call.

Transfer

Ctrl-T

Puts a call on hold and transfers it to a third party.

Touch Tones

Ctrl-D

Sends touch tones during a call. 

Login

Ctrl-L

Logs you into the ACD (alternates with Logout).

Logout

Ctrl-L

Logs you out of the ACD (alternates with Login).

Ready

Ctrl-W

Changes your state to Ready—you are available to receive 
ACD calls.

Not Ready

Ctrl-O

Changes your state to Not Ready—you are not available to 
receive ACD calls.

Work Ready

Ctrl-Y

Changes your state to Work Ready—you are in wrap-up 
work after a call and will be available to receive ACD calls 
after you’re finished.

Work Not 
Ready

Ctrl-Z

Changes your state to Work Not Ready—you are in 
wrap-up work after a call and will not be available to 
receive ACD calls after you’re finished.

Task Buttons

Alt-[number] (Enhanced and Premium only) Task buttons are configured 

to perform various functions by the administrator. There 
can be up to ten task buttons, and each button can have 
more than one function assigned to it. 

Show/Hide 
Contact Mgmt

Ctrl-G

Shows or hides the Contact Management pane.

Show/Hide 
Browser

Ctrl-B

(Premium only) Shows or hides the Integrated Browser 
pane.

Help/About

Alt-Ctrl-H

Accesses the Help and the About window.

With a call active, click Transfer.

In the Transfer window, enter the phone number to which you are 
transferring the call, and then click Dial.

For a supervised transfer, wait for the third party to pick up, then click 
Transfer. For a blind transfer, click Transfer while the phone is ringing.

With a call active, click Conference.

In the Conference window, enter the phone number of the person you want 
to add to the conference call, and then click Dial.

Click Add to Conf. when the phone rings (for a blind conference) or after the 
person answers (for a supervised conference).

Repeat Steps 1–3 until all parties are added to the conference.

The Alternate function enables you to switch between two parties before transferring 
a call, or between a conference call and another party before adding that party to the 
conference.

To switch between two calls, before finalizing a supervised transfer or supervised 
conference, click Alternate.