Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Handling Phone Calls
November 2006
19
Handling Phone Calls
If logged in as a local agent, you can use the CAD-BE interface, a hard IP phone, or
IP Communicator to handle calls. If logged in as a mobile agent, you can use only the
CAD-BE interface to handle calls.
IP Communicator to handle calls. If logged in as a mobile agent, you can use only the
CAD-BE interface to handle calls.
The following sections assume you use the Agent Desktop interface.
Entering Phone Numbers
When dialing a phone number, you can use two different methods to enter the phone
number into the dial pad’s Number field:
number into the dial pad’s Number field:
■
Type the phone number on your PC keyboard
■
Select the numbers from the dial pad window
When typing a phone number, do not include spaces, dashes, or parentheses.
CAD-BE accepts only numbers in the Number field.
CAD-BE accepts only numbers in the Number field.
In the following sections, whenever you are instructed to enter a number in the
Number field, you can do so using either of these methods.
Number field, you can do so using either of these methods.
Answering a Call
You can receive ACD and non-ACD calls through Agent Desktop. You must be
logged in and be in the Ready state to receive an ACD call. You can be in any state to
receive a non-ACD call.
logged in and be in the Ready state to receive an ACD call. You can be in any state to
receive a non-ACD call.
To answer a call:
■
Click Answer.
To terminate a call:
■
Click Drop.
Making a Call
You must be in the Not Ready state to make a call. The Make Call button is disabled
when you are in the Ready state.
when you are in the Ready state.
To make a call:
1. Click Make Call.
The Make Call window appears.
2. Enter a number in the Number field.