Cisco Cisco Agent Desktop 8.5 Mode D'Emploi
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Agent Desktop Interface
September 2011
19
The following tables list the toolbar buttons and shortcut keys that you can use in
Agent Desktop.
Agent Desktop.
Table 2
lists the toolbar buttons and shortcut keys for handling calls.
Table 3
lists the toolbar buttons and shortcut keys for changing agent state.
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 a Call window.
Conference a Call window.
Transfer
Ctrl+T
Places the selected call on hold and opens the
Transfer a Call window.
Transfer a Call window.
Touch Tones
Ctrl+D
Opens the Enter Touch Tones window.
Table 3.
Agent state toolbar buttons and shortcut keys
Icon
Name
Shortcut
Description
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, indicating that you
are available to receive ACD calls.
are available to receive ACD calls.
Not
Ready
Ready
Ctrl+O
Changes your state to Not Ready, indicating that
you are not available to receive ACD calls.
you are not available to receive ACD calls.
Work
Ready
Ready
Ctrl+Y
Changes your state to Work Ready, indicating that
you will be available to receive ACD calls after you
finish wrap-up work.
you will be available to receive ACD calls after you
finish wrap-up work.
Work Not
Ready
Ready
Ctrl+Z
Changes your state to Work Not Ready, indicating
that you will not be available to receive ACD calls
after you finish wrap-up work.
that you will not be available to receive ACD calls
after you finish wrap-up work.