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Cisco
Cisco Agent Desktop 9.0
Guía De Instalación
Cisco Cisco Agent Desktop 9.0 Guía De Instalación
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Contents
■
Introduction 5
Hardware and Software Environment 5
Obtaining Documentation and Submitting a Service Request 5
Documentation Feedback 6
■
IP Phone Agent Feature Levels 7
■
Language Support 8
■
The IP Phone Agent Screen 9
Soft Keys 9
Choosing Menu Options 10
■
Logging In 11
Forcing a Login 13
Multi-line Phones 13
■
Skill Statistics 14
Refresh Rate 15
■
Caller Data 16
■
Agent States 17
Changing Your Agent State 17
Changing Your State While on a Call 18
■
Reason Codes 20
■
Wrap-Up Data 21
■
Agent-Initiated Recording 22
■
Supervisor Intervention 24
Monitoring/Recording Notification 24
■
Logging Out 25
■
Fault Tolerance 26
Redundancy 26
Failover 26
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