Cisco Cisco Agent Desktop 10.0 User Guide
Cisco Agent Desktop User Guide
26
June 2007
Whenever the IP IVR is involved in a call, Agent Desktop displays the same information
about the call in the contact appearance pane as the IP phone displays on its screen.
Enterprise Data may display different data because it tracks the entire life of the call.
about the call in the contact appearance pane as the IP phone displays on its screen.
Enterprise Data may display different data because it tracks the entire life of the call.
Contact Management Pane
The contact management pane contains enterprise data (on the left) and call activity
information (on the right) for all inbound and outbound calls.
information (on the right) for all inbound and outbound calls.
Figure 6.
Contact Management pane
You can click the Show/Hide Contact Management button on the dashboard toolbar to
show or hide this pane of the Agent Desktop interface.
show or hide this pane of the Agent Desktop interface.
Enterprise Data
The enterprise data section displays data associated with the selected call. The exact
data that is displayed is configured by your administrator.
data that is displayed is configured by your administrator.
If you are set up by the administrator to be able to edit data fields, you may modify any
of the data fields in the enterprise data window. The modified call data stays with the
call when you transfer the call to another agent.
of the data fields in the enterprise data window. The modified call data stays with the
call when you transfer the call to another agent.
To modify a data field:
1. Double-click the field you wish to modify.
Figure 7.
Edit Enterprise Data window with ANI field selected for editing.
Enterprise data
Call activity