Cisco Cisco Unified Contact Center Express 10.5(1) Betriebsanweisung
1
Toolbar Buttons and Keyboard Shortcuts
Icon Name
Shortcut
Description
Answer/Drop
Ctrl+A
Answers or drops the selected call.
Hold/Unhold
Ctrl+H
Places the selected call on hold or takes it off hold.
Conference
Ctrl+F
Opens the Conference window. When the call is placed, the
original party is put on hold.
original party is put on hold.
Transfer
Ctrl+T
Opens the Transfer a Call window. When the call is placed, the
original party is put on hold.
original party is put on hold.
Touch Tones
Ctrl+D
Opens the Enter Touch Tones window.
Login
Ctrl+L
Logs you into the ACD (alternates with Logout).
Logout
Ctrl+L
Logs you out of the ACD (alternates with Login).
Ready
Ctrl+W
Changes your state to Ready, indicating that you are available to
receive ACD calls.
receive ACD calls.
Not Ready
Ctrl+O
Changes your state to Not Ready, indicating that you are
unavailable to receive ACD calls.
unavailable to receive ACD calls.
Work
Ctrl+Y
Changes your state to Work, indicating that you are unavailable
to receive ACD calls until you finish wrap-up work.
to receive ACD calls until you finish wrap-up work.
Task1-10
Alt+1, Alt+2,
..., Alt+0
..., Alt+0
One to ten task buttons can be set up by the administrator to
perform one or several functions.
perform one or several functions.
Make Call
Ctrl+M
Opens a window from which you can dial a call.
Chat
Ctrl+J
Opens a window from which you can initiate a chat session.
Reports
Ctrl+Q
Opens a window that displays your call logs and statistics.
Contact Mgmt Ctrl+G
Shows or hides the Contact Management panes.
Browser*
Alt+B
Shows or hides the integrated browser pane.
Preferences
Alt+P
Opens a window for configuring Desktop Preferences.
Help/About
Alt+H
Opens a menu listing the Help and About options.
E-Mail Ready* Ctrl+Shift+W You are available to receive e-mails.
E-Mail Not
Ready*
Ready*
Ctrl+Shift+O You are not available to receive e-mails.
Send*
Ctrl+Enter
Sends your e-mail reply to the customer.
Transfer*
Ctrl+Shift+R Displays a drop-down list of available contact service queues to
which you can transfer the e-mail.
Save*
Alt+S
Saves the current e-mail as a draft.
Re-queue*
Ctrl+R
Returns the current e-mail to the contact service queue.
Delete*
Alt+
Backspace
Backspace
Deletes the current e-mail.
Print*
Ctrl+P
Prints the current e-mail.
Forward*
Ctrl+Shift+F Forwards the current e-mail to an external account.
Attach*
Ctrl+Shift+H Attaches a file to the reply.
Template*
Ctrl+Shift+P Opens the template menu. Select a pre-defined template to insert
into the reply at the cursor position.
Spell check*
F7
Checks the spelling of the reply.
* Premium only
2
Common Tasks
Changing Your Agent State
To change your agent state, click the appropriate state button on your toolbar. Buttons
for invalid states will be disabled. If you change your agent state while on a call (in the
Talking state), your state will change after you hang up. The agent state buttons indicate
the state you clicked, not your current state.
for invalid states will be disabled. If you change your agent state while on a call (in the
Talking state), your state will change after you hang up. The agent state buttons indicate
the state you clicked, not your current state.
Using Reason Codes
When you change your state to Not Ready or log out, you might be prompted to select
a reason code. Reason codes are configured by your administrator and describe the
reason you are changing your agent state.
When you are prompted to enter a reason code, select the appropriate code from the
Reason Codes window and click OK.
a reason code. Reason codes are configured by your administrator and describe the
reason you are changing your agent state.
When you are prompted to enter a reason code, select the appropriate code from the
Reason Codes window and click OK.
Using Wrap-up Data Descriptions
When you change your state to Work, you might be prompted to select a wrap-up data
description. Wrap-up data descriptions are configured by your administrator and
describe the outcome of the call.
When you are prompted to enter wrap-up data, select the appropriate description from
the Select Call Wrap-up window and click OK.
description. Wrap-up data descriptions are configured by your administrator and
describe the outcome of the call.
When you are prompted to enter wrap-up data, select the appropriate description from
the Select Call Wrap-up window and click OK.
Handling Phone Calls
Making a Call: Click Make Call. In the Make Call window, enter a phone number in
the Number field, and click Dial.
Transferring a Call: With a call active, click Transfer. In the Transfer a Call window,
enter a phone number in the Number field, then click Dial.
Conferencing a Call: With a call active, click Conference. In the Conference a Call
window, enter a phone number in the Number field, then click Dial, then Add to Conf
while the phone is ringing or after the party has answered. Repeat until all parties are
added to the conference call.
the Number field, and click Dial.
Transferring a Call: With a call active, click Transfer. In the Transfer a Call window,
enter a phone number in the Number field, then click Dial.
Conferencing a Call: With a call active, click Conference. In the Conference a Call
window, enter a phone number in the Number field, then click Dial, then Add to Conf
while the phone is ringing or after the party has answered. Repeat until all parties are
added to the conference call.
Sending a Chat Message
On the toolbar, click Chat. In the Contact Selection window, double-click the name of
the person with whom you want to chat. In the chat window that opens, type your
message in the lower section of the window. If you want your message to pop on the
recipient’s screen, select the High Priority check box.
You can make a call, transfer a call, or conference a call to anyone listed in your Contact
Selection window using the call control actions. Right-click the name of the person you
want to call and select the desired action from the popup menu. To call someone, you
must be logged into Agent Desktop and be in an agent state that allows you to make a
call.
the person with whom you want to chat. In the chat window that opens, type your
message in the lower section of the window. If you want your message to pop on the
recipient’s screen, select the High Priority check box.
You can make a call, transfer a call, or conference a call to anyone listed in your Contact
Selection window using the call control actions. Right-click the name of the person you
want to call and select the desired action from the popup menu. To call someone, you
must be logged into Agent Desktop and be in an agent state that allows you to make a
call.