Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Agent Desktop—Browser Edition User Guide
20
September 2011
CAD-BE interface so a screen reader can read the text.
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.
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 5.
Main window screen reader shortcut keys
Shortcut
Description
Ctrl+E
Selects a row in the Enterprise Data portion of the Contact
Management pane.
Management pane.
Ctrl+S
Selects a contact in the Contact Appearance pane.
Table 6.
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.
Original
Called#
Called#
No
The original number called.
Original
Calling#
Calling#
No
The initial originating number.
Skill
No
The skill ID, displayed only if the call is an inbound
ACD call.
ACD call.
ACD Line
No
Yes/No. Indicates if the call is on an ACD or non-ACD
line.
line.