Cisco Cisco Agent Desktop 9.0 Mode D'Emploi
Cisco Agent Desktop User Guide
34
September 2011
Handling Calls
You can use the Agent Desktop interface, a hard IP phone, or IP Communicator to
handle phone calls. This section assumes you are using the Agent Desktop interface.
handle phone calls. This section assumes you are using the Agent Desktop interface.
NOTE: If you are logged in as a mobile agent, you must use the Agent
Desktop interface to handle calls.
Desktop interface to handle calls.
Entering Phone Numbers
When dialing a phone number, you can use the following methods to enter the phone
number into the Name : Number field in the dial pad.
number into the Name : Number field in the dial pad.
■
Type the phone number on your PC keyboard
■
Select the numbers from the dial pad window
■
Select an existing number from the Recent Call List or a phone book
You can enter a number only, or you can enter a name and number. Use the format
name : number. You must include the colon and a space to separate the name from
the number.
name : number. You must include the colon and a space to separate the name from
the number.
When you enter the number, it doesn’t matter whether you include dashes,
parentheses, or spaces; only the numbers are read. Depending on how Agent Desktop
is configured, you may not have to include the local access or long-distance access
codes. Consult your administrator for information.
parentheses, or spaces; only the numbers are read. Depending on how Agent Desktop
is configured, you may not have to include the local access or long-distance access
codes. Consult your administrator for information.
In the following sections, whenever you are instructed to enter a number in the
Name : Number field, you can do so using any of these methods.
Name : Number field, you can do so using any of these methods.
Answering a Call
You can receive ACD and non-ACD calls through Agent Desktop. You must be logged in
and be in the Ready state to receive an ACD call. You can be in any state to receive a
non-ACD call.
and be in the Ready state to receive an ACD call. You can be in any state to receive a
non-ACD call.
To answer a call:
■
Click Answer.
To terminate a call:
■
Click Drop.