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Cisco
Cisco Agent Desktop 8.5
Guía Del Usuario
Cisco Cisco Agent Desktop 8.5 Guía Del Usuario
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Contents
Recent Call List 36
Phone Books 36
Employee Phone Book 36
Phone Book Filter 38
Name : Number Field 38
Dial Number as Entered Check Box 39
■
Handling Calls 40
Single-line vs. Multi-line Configurations 40
Entering Phone Numbers 40
Answering a Call 41
Making a Call 41
Entering Touch Tones During a Call 42
Entering Touch Tones During a Consultative Call (Transfer or
Conference) 42
Transferring a Call 43
Making a Conference Call 44
■
Supervisor Involvement 46
Call Involvement 46
Browser Involvement 46
Agent State Involvement 46
■
Agent States 47
■
Using Chat 49
High-Priority Chat Message Task Button 52
■
Using Recording 53
■
Cisco Unified Outbound Dialer 54
Unified Outbound Dialer Toolbar 54
Customer Callback 57
■
Agent Real Time Displays 59
Display Status 59
Agent ACD State Log Display 60
Agent Detail Display 61
Agent Call Log Display 63
Skills Statistics Display 64
■
Using the Integrated Browser 66
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