Cisco Cisco Agent Desktop 8.0 Technische Referenzen
1
Toolbar
Call Control Buttons
Agent State Buttons
Task Buttons
Task buttons perform functions set up by the system administrator. For example, a
task button may be set up to launch an application or record a call. Task buttons are
located on the toolbar, to the right of the Agent State buttons.
task button may be set up to launch an application or record a call. Task buttons are
located on the toolbar, to the right of the Agent State buttons.
Button Name
Shortcut
Description
Answer/Drop
Ctrl-A
Answers or drops a call.
Hold/Unhold
Ctrl-H
Puts a call on hold or takes it off hold.
Make Call
Ctrl-M
Displays the dial pad so that you can dial a
call.
call.
Conference
Ctrl-F
Puts a call on hold and adds other parties to
it for a conference call.
it for a conference call.
Transfer
Ctrl-T
Puts a call on hold and transfers it to a third
party.
party.
Touch Tones
Ctrl-D
Sends touch tones during a call.
Note: No audible tones are generated.
Note: No audible tones are generated.
Button Name
Shortcut
Description
Login
Ctrl-L
Logs you into the IP Call Center (IPCC) server.
(Toggles with the Logout button.)
(Toggles with the Logout button.)
Logout
Ctrl-L
Logs you out of the IPCC server. (Toggles with
the Login button.)
the Login button.)
Ready
Ctrl-W
Puts you into the Ready state. (You are
available to receive routed calls.)
available to receive routed calls.)
Not Ready
Ctrl-X
Puts you into the Not Ready state. (You are not
available to receive routed calls.)
available to receive routed calls.)
Work Ready
Ctrl-Y
Puts you into the Work Ready state. (You are in
wrapup work after ending a call and, when
finished, will be ready to receive routed calls.)
wrapup work after ending a call and, when
finished, will be ready to receive routed calls.)
Work Not
Ready
Ready
Ctrl-Z
Puts you into the Work Not Ready state. (You
are in wrapup work after ending a call and,
when finished, will not be ready to receive
routed calls.)
are in wrapup work after ending a call and,
when finished, will not be ready to receive
routed calls.)
2
Menus
3
Common Tasks
Transfer a Call
Step 1
With a call active, click Transfer.
Step 2
In the Name:Number field, enter the phone number that will receive the
transferred call.
transferred call.
Step 3
Click Dial.
Step 4
For a supervised transfer, wait for the third party to pick up, then click
Transfer. For a blind transfer, click Transfer while the phone is ringing.
Transfer. For a blind transfer, click Transfer while the phone is ringing.
Set Up a Conference Call
Step 1
With a call active, click Conference.
Step 2
In the Name:Number field, enter the phone number of a person that you
want to add to the conference call.
want to add to the conference call.
Step 3
Click Dial.
Step 4
Click Add to Conf. when the phone rings (for a blind conference) or after the
person answers (for a supervised conference).
person answers (for a supervised conference).
Step 5
Repeat Steps 1 to 4 until all parties are added to the conference.
Menu
Options Available
File
•
Logout/Login. Logs you out of and into the IPCC server.
•
View. Accesses the Call Log, Agent State Log, and Automatic
Call Distribution (ACD) Statistics.
Call Distribution (ACD) Statistics.
•
Exit. Closes Agent Desktop.
Options
(present only
if enabled by
administrator)
if enabled by
administrator)
•
Window Behavior. Changes how the Agent Desktop window
behaves on your desktop.
behaves on your desktop.
•
Local Admin. Sets your local extension and shows your assigned
work flow group, team, and configuration file path.
work flow group, team, and configuration file path.
•
Status Bar. Displays or hides the status bar.
Help
•
Contents. Accesses the online help.
•
About Cisco Agent Desktop. Displays version and copyright.