Cisco Cisco Agent Desktop 8.0 User Guide

Cisco

Contents

Intended Audience 5
What’s New In This Release 5

CAD-BE Feature Levels 6

Configuring Cisco IP Communicator 7

Logging in Using Agent Desktop 8

Logging in as a Local Agent  8
Logging in as a Mobile Agent  10
Login Notes  12
Access Through a VPN From Behind a NAT Firewall or Router  13

CAD-BE Interface 15

Toolbar Buttons and Shortcut Keys  16
Contact Appearance Pane  18
Contact Management Pane  19

Enterprise Data 19
Call Activity 19

Integrated Browser Pane 20

Dial Pad Window 21

Handling Calls 22

Entering Phone Numbers  22
Answering a Call  22
Making a Call  22

Entering Touch Tones During a Call 23

Transferring a Call 24
Making a Conference Call 24

Supervisor Involvement 26

Call Involvement  26
Browser Involvement  26
Agent State Involvement  26

Agent States 27

Using the Integrated Browser 29

Accessing Work Sites 29
Accessing Other Websites 29