Cisco Cisco Agent Desktop 10.0 User Guide
Handling Calls
1. During a call, click Transfer or Conference. The Transfer a Call or Conference a Call dialog box
appears.
2. Make the consultative call. The person you are calling must answer in order for the Touch Tones
check box to become enabled.
3. At the IVR prompt, select the Touch Tones check box, and then enter the required numbers and/or
symbols on the number pad. The appropriate tone is generated immediately after each digit or symbol
you enter.
you enter.
Note: The Touch Tones check box is automatically cleared when you close the Transfer a
Call or Conference a Call window.
Call or Conference a Call window.
Transferring a Call
There are three types of transfers:
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Supervised transfer. This type of transfer is available to every Agent Desktop user, and is triggered by
clicking the Transfer button on the toolbar. In this type of transfer, you specify the number to which
you want to transfer the active call. You can either hang up before the third party answers, or stay on
the line and speak to the third party before actually transferring the call.
clicking the Transfer button on the toolbar. In this type of transfer, you specify the number to which
you want to transfer the active call. You can either hang up before the third party answers, or stay on
the line and speak to the third party before actually transferring the call.
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Blind transfer. This type of transfer is available only if your administrator has configured a task button
with the blind transfer action. In this type of transfer, the active call is transferred directly to a pre-
defined phone number. Once you click the blind transfer task button, the call is transferred to that num-
ber and you are no longer connected to the call.
with the blind transfer action. In this type of transfer, the active call is transferred directly to a pre-
defined phone number. Once you click the blind transfer task button, the call is transferred to that num-
ber and you are no longer connected to the call.
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Single-step transfer. This type of transfer is available only if your administrator has configured a task
button with the single-step transfer action. In this type of transfer, you specify the number to which
you want to transfer the call. Once you do that, the call is transferred directly to the third party and you
are disconnected from the call.
button with the single-step transfer action. In this type of transfer, you specify the number to which
you want to transfer the call. Once you do that, the call is transferred directly to the third party and you
are disconnected from the call.
Note: If failover occurs while transferring a call, the dial pad window closes. You must end the
call to the transfer recipient and initiate the call again in order to transfer the call on hold.
call to the transfer recipient and initiate the call again in order to transfer the call on hold.
To transfer a call:
1. With a call active, click Transfer. The Transfer a Call window appears.
2. In the Name: Number field, enter the phone number to which you are transferring the call.
3. Click Dial. The active call is put on hold, and when the phone rings, the Dial button changes to the
Transfer button.
4. Do one of the following:
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Click Transfer when the phone starts ringing. The call is transferred and you are disconnected
from the call.
from the call.
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