Cisco Cisco Agent Desktop 10.0 Guía Del Usuario
Cisco Desktop Administrator User Guide
160
November 16, 2016
3. Click Save to save the changes.
Configuring Non-ACD Call (Multi-line) Settings
CAD determines ACD and non-ACD calls based on the call event messaging received
from CTIOS. If the call event messaging says the incoming call is a non-ACD call, then
CAD displays it as a non-ACD call. Non-ACD calls appear in Agent Desktop if your
system is configured to display them. All other calls are considered ACD calls.
from CTIOS. If the call event messaging says the incoming call is a non-ACD call, then
CAD displays it as a non-ACD call. Non-ACD calls appear in Agent Desktop if your
system is configured to display them. All other calls are considered ACD calls.
With multi-line settings enabled, an agent’s phone supports one ACD line and up to
three non-ACD lines. You can configure the non-ACD calls settings so that agents and
supervisors can perform all general operations with the non-ACD calls (for example,
answering, transferring, and conferencing).
three non-ACD lines. You can configure the non-ACD calls settings so that agents and
supervisors can perform all general operations with the non-ACD calls (for example,
answering, transferring, and conferencing).
You can enable or disable the following functions on inbound non-ACD calls:
■
Agent and supervisor call display and call control actions
■
Supervisor call monitoring and recording
■
Supervisor call barge-in and intercept
Non-ACD call settings should be configured in all the three locations: Unified CCE
Configuration Manager PG Explorer, on the CTI OS server, and Desktop Administrator.
Configuration Manager PG Explorer, on the CTI OS server, and Desktop Administrator.
Call Display
The non-ACD call display setting is configured in Unified CCE Configuration Manager
Peripheral Gateway Explorer. The default setting is to display only ACD calls in Agent
Desktop and Supervisor Desktop.
Peripheral Gateway Explorer. The default setting is to display only ACD calls in Agent
Desktop and Supervisor Desktop.
If you want to display non-ACD calls in these applications and allow agents and
supervisors to perform call control actions on them, you need to change the value of
the Agent Phone Line Control parameter in PG Explorer. For information about
configuring this parameter, see “Configuring the System Peripheral Gateways” in the
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted at:
supervisors to perform call control actions on them, you need to change the value of
the Agent Phone Line Control parameter in PG Explorer. For information about
configuring this parameter, see “Configuring the System Peripheral Gateways” in the
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted at:
Notify Recording
Select this check box to enable agent
notification for recording.
notification for recording.
If enabled, the agents get notification messages
stating that the supervisor is recording their ACD
calls (and if configured, non-ACD calls).
stating that the supervisor is recording their ACD
calls (and if configured, non-ACD calls).
Field
Description