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Cisco
Cisco Agent Desktop 8.0
Mode D'Emploi
Cisco Cisco Agent Desktop 8.0 Mode D'Emploi
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Contents
Making a Call 35
Entering Touch Tones During a Call 35
Entering Touch Tones During a Consultative Call (Transfer or
Conference) 36
Transferring a Call 37
Making a Conference Call 37
■
Supervisor Involvement 39
Call Involvement 39
Browser Involvement 39
Agent State Involvement 39
■
Agent States 40
■
Using Chat 42
High-Priority Chat Message Task Button 45
■
Using Recording 46
■
Cisco Unified Outbound Dialer 47
Unified Outbound Dialer Toolbar 47
Customer Callback 50
■
Agent Real Time Displays 52
Display Status 52
Agent ACD State Log Display 53
Agent Detail Display 54
Agent Call Log Display 56
Skills Statistics Display 57
■
Using the Integrated Browser 58
Browser Toolbar 59
Accessing Work Sites 59
Accessing Other Websites 59
Dialing Hyperlinked Phone Numbers 60
Supervisor Intervention 60
■
Reason Codes 61
■
Wrap-up Data 63
■
Service Autorecovery 64
Loss of BIPPA Service 65
Non-Redundant Systems 65
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