Cisco Cisco Agent Desktop 10.5 Références techniques

Answer/Drop

Ctrl-A

Answers or drops a call.

Hold/Unhold

Ctrl-H

Puts a call on hold or takes it off hold.

Make Call

Ctrl-M

Displays the dial pad so that you can dial a call.

Conference

Ctrl-F

Puts a call on hold and adds other parties to it for a conference 
call.

Transfer

Ctrl-T

Puts a call on hold and transfers it to a third party.

Touch Tones

Ctrl-D

Sends touch tones during a call. 
Note: No audible tones are generated.

Login

Ctrl-L

Logs you into the ACD (alternates with Logout).

Logout

Ctrl-L

Logs you out of the ACD (alternates with Login).

Ready

Ctrl-W

Changes your state to Ready—you are available to receive ACD 
calls.

Not Ready

Ctrl-O

Changes your state to Not Ready—you are not available to 
receive ACD calls.

Work Ready

Ctrl-Y

Changes your state to Work Ready—you are in wrapup work 
after a call and will be available to receive ACD calls after 
you’re finished.

Work Not 
Ready

Ctrl-Z

Changes your state to Work Not Ready—you are in wrapup 
work after a call and will not be available to receive ACD calls 
after you’re finished.

Task  Buttons

Alt-[number] Task buttons are configured to perform various functions by the 

administrator. There can be up to ten task buttons, and each 
button can have more than one function assigned to it. (Task 
buttons are available in Enhanced and Premium versions only.)

Make Call

Ctrl-M

Displays the dial pad so you can dial an outgoing call.

Chat

Ctrl-J

Initiates a chat session with another member of your team, your 
supervisor, or a member of a conference call. (Agent-initiated 
chat available in Enhanced and Premium versions only.).

Reports

Ctrl-Q

Displays the Agent Reports window, where you can view your 
own call logs and statistics.

Show/Hide 
Contact Mgmt

Ctrl-G

Shows or hides the Contact Management pane.

Show/Hide 
Browser

Ctrl-B

Shows or hides the Integrated Browser pane. (Browser is 
available in Premium version only.)

Preferences

Ctrl-P

Displays the Preferences dialog box, where you can set the 
Agent Desktop window behavior.

Help/About

F1

Accesses the Help and the About window.

With a call active, click Transfer.

In the Name:Number field, enter the phone number that will receive the 
transferred call, and then click Dial.

For a supervised transfer, wait for the third party to pick up, then click 
Transfer. For a blind transfer, click Transfer while the phone is ringing.

With a call active, click Conference.

In the Name:Number field, enter the phone number of a person that you 
want to add to the conference call, and then click Dial.

Click Add to Conf. when the phone rings (for a blind conference) or after the 
person answers (for a supervised conference).

Repeat Steps 2 to 4 until all parties are added to the conference.

The Alternate function enables you to switch between two parties before transferring 
a call, or between a conference call and another party before adding that party to the 
conference.

Before finalizing a supervised transfer or supervised conference, click 
Alternate to switch between the two calls.

On the toolbar, click Chat. The Chat Selection window opens, listing all the 
people that are available to chat.

Double-click the name of the person with whon you want to chat. A Chat 
Session window opens. 

Type your message in the text entry field. If you want your message to pop 
on the receipient’s screen, check the High priority check box.

Click Send or press Enter.