Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Logging in Using CAD-BE
September 2011
11
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If you enter an extension that is already in use by another agent, an error
message appears, stating that the extension is already in use. You must
enter a different extension to log in.
message appears, stating that the extension is already in use. You must
enter a different extension to log in.
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If the login method (Login Name or Login ID) is changed while you are
logging in, an error message appears, stating that the login method has
changed. You must restart CAD-BE to log in.
logging in, an error message appears, stating that the login method has
changed. You must restart CAD-BE to log in.
Logging in as a Mobile Agent
When you log in as a mobile agent, you can use any phone to receive calls that is
accessible to the contact center phone system, including home phones and cell
phones that are not directly connected to the contact center.
accessible to the contact center phone system, including home phones and cell
phones that are not directly connected to the contact center.
The Agent Login window you see might not display the Mobile Agent Mode check box.
If you need to log in using mobile agent mode and the check box is not visible, ask
your CAD administrator to enable it.
If you need to log in using mobile agent mode and the check box is not visible, ask
your CAD administrator to enable it.
NOTE: The instructions in this document about using CAD-BE do not
address important differences that apply when you log in as a mobile
agent. Consult the “Using Unified Mobile Agent” section of the Mobile
Agent Guide for Cisco Unified CC Enterprise for instructions on using
your desktop when you log in as a mobile agent. This user guide is
available for download on cisco.com (use the search function on the
website to find the exact location).
address important differences that apply when you log in as a mobile
agent. Consult the “Using Unified Mobile Agent” section of the Mobile
Agent Guide for Cisco Unified CC Enterprise for instructions on using
your desktop when you log in as a mobile agent. This user guide is
available for download on cisco.com (use the search function on the
website to find the exact location).
NOTE: You must use CAD-BE for all call control operations as
described below. If you use your phone for call control, you might lose
the customer’s call. Also, use CAD-BE 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 customer’s call. Also, use CAD-BE 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.
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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. You handle all call control through CAD-BE, including
disconnecting the customer 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. You handle all call control through CAD-BE, including
disconnecting the customer call. If you hang up your physical phone, you are
logged out.
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In Call by Call mode, your physical phone is dialed for each customer call.
Once you answer your physical phone, all call control is handled through
CAD-BE, including disconnecting the call. When you hang up by disconnecting
the call through CAD-BE and then 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 handled through
CAD-BE, including disconnecting the call. When you hang up by disconnecting
the call through CAD-BE and then hanging up your physical phone, you are
placed in the Ready state and made available to receive another customer
call.