Cisco Cisco Agent Desktop 9.0 User Guide
Handling Phone Calls
November 2006
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Handling Phone Calls
You can use the Agent Desktop interface, a hard IP phone, or IP Communicator to
handle calls. The following sections assume you use the Agent Desktop interface.
handle calls. The following sections assume you use the Agent Desktop interface.
NOTE: If you are a mobile agent, you must use the Agent Desktop
interface only to handle calls.
interface only to handle calls.
Entering Phone Numbers
When dialing a phone number, you can use three different methods to enter the
phone number into the dial pad’s Name: Number field:
phone number into the dial pad’s Name: Number field:
■
Type the phone number on your PC keyboard
■
Select the numbers from the dial pad window
■
Select an existing number from the Recent Call List or a phone book
You can enter a number only, or you can enter a name and number. Use the format
name: number. You must include the colon and a space to separate the name from
the number.
name: number. You must include the colon and a space to separate the name from
the number.
When you enter the number, it doesn’t matter whether you include dashes,
parentheses, or spaces; only the numbers are read. Depending on how Agent
Desktop is configured, you may not have to include the local access or long-distance
access codes. Consult your system administrator for information.
parentheses, or spaces; only the numbers are read. Depending on how Agent
Desktop is configured, you may not have to include the local access or long-distance
access codes. Consult your system administrator for information.
In the following sections, whenever you are instructed to enter a number in the Name:
Number field, you can do so using any one of these methods.
Number field, you can do so using any one of these methods.
Answering a Call
You can receive ACD and non-ACD calls through Agent Desktop. You must be
logged in and be in the Ready state to receive an ACD call. You can be in any state to
receive a non-ACD call.
logged in and be in the Ready state to receive an ACD call. You can be in any state to
receive a non-ACD call.
To answer a call:
■
Click Answer.
To terminate a call:
■
Click Drop.