Cisco Cisco Agent Desktop 8.5 Betriebsanweisung

Agent Desktop Interface

December 4, 2012

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Use of Windows settings for screen resolution, color/contrast, and font sizes

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Shortcut keys and tool tips that are compatible with screen readers

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Toolbar buttons in either small (16 × 16) or large (32 × 32) sizes

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Audible tones when a nonagent-initiated dialog appears (for example, new 
chat windows and agent notification about the supervisor barging in, 
intercepting, and recording)

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Scrolling or non-scrolling team messages

For information about configuring accessibility options, see 

.

Toolbar Buttons and Shortcut Keys

The optional Cisco Unified Outbound Dialer toolbar can be configured to appear in 
Agent Desktop by your administrator. Depending on the dialing mode of the calling 
campaign that your administrator sets up, the toolbar will contain some or all of the 
available nine buttons. For a complete description of the toolbar, see 

The toolbar contains buttons for call control and for functions not related to a specific 
customer contact, such as:

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Logging in and out

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Changing your agent state

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Initiating a chat session

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Viewing real-time displays

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Configuring the appearance of the Agent Desktop interface

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Handling Cisco Unified Outbound Dialer calls

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Starting and stopping call recordings (if task buttons are configured to 
perform these functions by your administrator)

Buttons on the toolbar are disabled if they control a function that is unavailable in your 
current situation. For example, if you have placed a call on hold, all other call control 
buttons are disabled. When you take the call off hold, the other call control buttons 
are enabled again. To view the name of a button, move the cursor over the button 
icon.

NOTE:  If your contact center is using the Enhanced or Premium CAD 
package, your toolbar can be configured by your administrator, and 
might contain different buttons than those listed below.