Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Agent Desktop User Guide
26
September 9, 2013
Team Message
The team message is a scrolling or non-scrolling message sent to you and the rest of
your team by your supervisor for a specific length of time. You will receive a team
message even when you are logged out, as long as you do not close Agent Desktop.
your team by your supervisor for a specific length of time. You will receive a team
message even when you are logged out, as long as you do not close Agent Desktop.
When there is no message, the team message pane is not visible. As soon as your
supervisor sends your team a team message, the team message pane opens and the
message scrolls across it.
supervisor sends your team a team message, the team message pane opens and the
message scrolls across it.
Contact Appearance Pane
The contact appearance section displays data about the agent’s current call
appearances. There can be more than one call appearance in the section. For
example, you might have one call on hold and one active call—both will be displayed.
appearances. There can be more than one call appearance in the section. For
example, you might have one call on hold and one active call—both will be displayed.
Single vs. Multi-Line Contact Displays
Depending on how the system is configured, CAD-BE can display either ACD calls only
or both ACD and non-ACD calls.
or both ACD and non-ACD calls.
■
ACD calls only (single line configuration). Your phone has one or more
extensions, but only calls designated as ACD calls will appear in the contact
appearance pane.
extensions, but only calls designated as ACD calls will appear in the contact
appearance pane.
■
Both ACD and non-ACD calls (multi-line configuration). Your phone has more
than one extension and both ACD and non-ACD calls will appear in the contact
appearance pane. CAD-BE supports one ACD extension and up to three
non-ACD extensions.
than one extension and both ACD and non-ACD calls will appear in the contact
appearance pane. CAD-BE supports one ACD extension and up to three
non-ACD extensions.
The contact appearance pane can display up to nine fields. The State field will always
be present; the other eight fields are configurable by the administrator.
be present; the other eight fields are configurable by the administrator.
Table 9.
Contact Appearance fields
Field
Always
Visible?
Description
State
Yes
The current state of the contact.
Duration
No
The length of the phone call.
Calling#
No
The number of the originating device.
Called#
No
The number of the destination device.
Alerting#
No
The number of the ringing device.