Cisco Cisco Unified Contact Center Express 10.5(1) User Guide
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Cisco Agent Desktop
CAD 10.5 for Cisco Unified Contact Center Express 10.5
Using the Integrated Browser (Premium Only)
If enabled by your administrator, you can use the integrated browser to view web pages
while working within Agent Desktop. The administrator can configure the integrated
browser so that any web popup window is displayed either as a new tab in the
integrated browser, or as a regular Internet Explorer popup window. The integrated
browser can have up to 10 tabs. The first tab is always reserved for web pages that your
supervisor pushes to you. This enables your supervisor to assist you during a call by
providing information that will help you work with a customer.
while working within Agent Desktop. The administrator can configure the integrated
browser so that any web popup window is displayed either as a new tab in the
integrated browser, or as a regular Internet Explorer popup window. The integrated
browser can have up to 10 tabs. The first tab is always reserved for web pages that your
supervisor pushes to you. 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.
the Work Sites list or by typing a URL in the Address field. To return to your home page,
click Home.
Answering E-Mail
(Premium only) If you are assigned to an e-mail contact service queue (CSQ), you can
answer customer e-mail. Click the E-Mail Ready button on the toolbar to receive the
next available e-mail in the CSQ. Select the e-mail in the contact appearance window
to read the e-mail in the Agent E-Mail tab of your integrated browser. Type your reply
in the Response pane and click Send to reply to the e-mail.
answer customer e-mail. Click the E-Mail Ready button on the toolbar to receive the
next available e-mail in the CSQ. Select the e-mail in the contact appearance window
to read the e-mail in the Agent E-Mail tab of your integrated browser. Type your reply
in the Response pane and click Send to reply to the e-mail.
You can also transfer the e-mail to another CSQ, re-queue the e-mail so that it can be
handled by another agent, save the e-mail as a draft to work on at a later time, or delete
the e-mail.
handled by another agent, save the e-mail as a draft to work on at a later time, or delete
the e-mail.
When you receive a call, the current e-mail is automatically saved as a draft.
Your administrator configures how many e-mails you can have in your contact
appearance pane at one time. The maximum allowed is four saved as drafts and one in
process, for a total of five e-mails.
appearance pane at one time. The maximum allowed is four saved as drafts and one in
process, for a total of five e-mails.
E-Mail Re-queue on Logout
If the re-queue on logout option is enabled, all your e-mails are requeued to another
agent when you log out. When you re-queue an e-mail, any messages you wrote in reply
that are in a draft state are saved automatically with the original e-mail.
agent when you log out. When you re-queue an e-mail, any messages you wrote in reply
that are in a draft state are saved automatically with the original e-mail.