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Cisco Agent Desktop 9.0
User Guide
Cisco Cisco Agent Desktop 9.0 User Guide
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Contents
■
Introduction 5
What’s New in This Release 5
Hardware and Software Environment 5
■
IP Phone Agent Feature Levels 6
Language Support 6
■
The IP Phone Agent Screen 7
Soft Keys 7
Choosing Menu Options 7
■
Logging In 8
Forcing a Login 10
■
Skill Statistics 11
Refresh Rate 12
■
Caller Data 13
■
Agent States 14
Changing Your Agent State 15
Changing Your State While on a Call 16
■
Reason Codes 17
■
Wrap-Up Data 18
■
Agent-Initiated Recording 19
■
Supervisor Intervention 21
Monitoring/Recording Notification 21
■
Logging Out 22
■
Fault Tolerance 23
Redundancy 23
Failover 23
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