Cisco Cisco Agent Desktop 8.5 Guía Del Usuario
Cisco Agent Desktop User Guide
16
July 2008
Toolbar Buttons and Shortcut Keys
The toolbar contains buttons for call control and for functions not related to a specific
customer contact, such as:
customer contact, such as:
■
Logging in and out
■
Changing your agent state
■
Configuring the appearance of the CAD-BE interface
■
Starting and stopping call recordings (if task buttons are configured to
perform these functions by your administrator)
perform these functions by your administrator)
Buttons on the toolbar are disabled if they control a function that is unavailable in your
current situation. For example, if you have placed a call on hold, all other call control
buttons are disabled. When you take the call off hold, the other call control buttons
are enabled again. To view the name of a button, move the cursor over the button
icon.
current situation. For example, if you have placed a call on hold, all other call control
buttons are disabled. When you take the call off hold, the other call control buttons
are enabled again. To view the name of a button, move the cursor over the button
icon.
NOTE: If your contact center is using the Enhanced or Premium CAD
package, your toolbar can be configured by your administrator, and
may contain different buttons than those listed below.
package, your toolbar can be configured by your administrator, and
may contain different buttons than those listed below.
The following tables list the toolbar buttons and shortcut keys that you can use in
CAD-BE.
CAD-BE.
lists the toolbar buttons and shortcut keys for handling calls.
Table 2.
Call handling toolbar buttons and shortcut keys
Icon
Name
Shortcut
Description
Answer/Drop
Ctrl+A
Answers or drops the selected call.
Hold/Unhold
Ctrl+H
Places the selected call on hold or takes it off
hold.
hold.
Conference
Ctrl+F
Places the selected call on hold and opens the
Conference window.
Conference window.
Transfer
Ctrl+T
Places the selected call on hold and opens the
Transfer window.
Transfer window.
Touch Tones
Ctrl+D
Opens the Enter Touch Tones window.
Make Call
Ctrl+M
Opens a window from which you can dial a call.