Cisco Cisco Agent Desktop 9.0 User Guide
Handling Calls
December 4, 2012
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NOTE: The Touch Tones check box is automatically cleared when you
close the Transfer a Call or Conference a Call window.
close the Transfer a Call or Conference a Call window.
Transferring a Call
There are two types of transfer calls:
■
Blind transfers. In a blind transfer, you transfer the active call to the third party
without speaking. You hang up before the third party answers the phone and
therefore cannot confirm if the third party is ready to accept the call.
without speaking. You hang up before the third party answers the phone and
therefore cannot confirm if the third party is ready to accept the call.
■
Supervised transfers. In a supervised transfer, you speak to the third party to
whom the call is being transferred before connecting the active call, in order
to confirm that the third party is ready to accept the call. The Alternate
function allows you to put the third party on hold and pick up the original call
before completing the transfer.
whom the call is being transferred before connecting the active call, in order
to confirm that the third party is ready to accept the call. The Alternate
function allows you to put the third party on hold and pick up the original call
before completing the transfer.
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.
closes. You must end the 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. Enter the phone number to which you are transferring the call in the
Name : Number field.
3. Click Dial. When the phone rings, the Dial button is renamed Transfer.
4. Take one of the following actions:
■
For a blind transfer, click Transfer when the phone starts ringing.
■
For a supervised transfer, wait for the phone to be answered, then
announce the transfer. If you want to place the new call on hold and pick
up the original call, click Alternate. Then click Transfer.
announce the transfer. If you want to place the new call on hold and pick
up the original call, click Alternate. Then click Transfer.
Making a Conference Call
You can add other parties to an active call to make a conference call.
There are two types of conference calls:
■
Blind conference. In a blind conference, you add the third party to the
conference without speaking to him or her.
conference without speaking to him or her.