Cisco Cisco Agent Desktop 8.5 Mode D'Emploi
Agent Desktop Interface
December 4, 2012
19
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Use of Windows settings for screen resolution, color/contrast, and font sizes
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Shortcut keys and tool tips that are compatible with screen readers
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Toolbar buttons in either small (16 × 16) or large (32 × 32) sizes
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Audible tones when a nonagent-initiated dialog appears (for example, new
chat windows and agent notification about the supervisor barging in,
intercepting, and recording)
chat windows and agent notification about the supervisor barging in,
intercepting, and recording)
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Scrolling or non-scrolling team messages
For information about configuring accessibility options, see
.
Toolbar Buttons and Shortcut Keys
The optional Cisco Unified Outbound Dialer toolbar can be configured to appear in
Agent Desktop by your administrator. Depending on the dialing mode of the calling
campaign that your administrator sets up, the toolbar will contain some or all of the
available nine buttons. For a complete description of the toolbar, see
Agent Desktop by your administrator. Depending on the dialing mode of the calling
campaign that your administrator sets up, the toolbar will contain some or all of the
available nine buttons. For a complete description of the toolbar, see
The toolbar contains buttons for call control and for functions not related to a specific
customer contact, such as:
customer contact, such as:
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Logging in and out
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Changing your agent state
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Initiating a chat session
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Viewing real-time displays
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Configuring the appearance of the Agent Desktop interface
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Handling Cisco Unified Outbound Dialer calls
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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
might contain different buttons than those listed below.
package, your toolbar can be configured by your administrator, and
might contain different buttons than those listed below.