Cisco Cisco Unified Contact Center Express 8.5(1) User Guide

Americas Headquarters

Cisco Systems, Inc.

170 West Tasman Drive

San Jose, CA 95134-1706

USA

http://www.cisco.com

Tel:

408 526-4000

800 553-NETS (6387)

Fax: 408 527-0883

Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at

http://www.cisco.com/go/trademarks

Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1005R)

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative
purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.

UICK

TART

UIDE

Cisco Agent Desktop—Browser Edition

CAD 8.5 for Cisco Unified Contact Center Express 8.5

Cisco Unified Communications Manager Edition

Toolbar Buttons and Keyboard Shortcuts

Common Tasks

Conferencing a Call

Step 1

With a call active, click Conference. The Conference window opens.

Step 2

Enter a phone number in the Number field, then click Dial.

Step 3

Complete one of the following actions.

•

For a blind conference, click Add to Conf when the phone starts ringing.

•

For a supervised conference, wait for the phone to be answered. If you
want to place the new call on hold and resume the original call, click
Alternate. Then click Add to Conf to complete the supervised
conference.

Step 4

Repeat Steps 2–3 until you have added all parties to the conference. The
original party is placed on hold when you initiate the conference call.

Using the Integrated Browser

If enabled by your administrator, you can use the integrated browser to view web
pages while working with Cisco Agent Desktop—Browser Edition. The integrated
browser is actually a separate browser window that contains the standard web
browser toolbar and menu bar. Your supervisor can push (send) a web page to your
browser. This enables your supervisor to assist you during a call by providing
information that will help you work with a customer.

If configured by your administrator, you can access another website by selecting it
from the Work Sites list or by typing a URL in the Address field. To return to your
home page, click Home