Cisco Cisco Agent Desktop 10.5 Guida Utente
September 9, 2013
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Cisco Agent Desktop User Guide
Introduction
Cisco Agent Desktop for Cisco Unified Contact Center Enterprise and Hosted, Windows
client edition, is a robust computer telephony integration solution that is easy to
install, configure, and manage. It provides agents with powerful tools to increase
productivity, reduce operational costs, and improve customer satisfaction.
client edition, is a robust computer telephony integration solution that is easy to
install, configure, and manage. It provides agents with powerful tools to increase
productivity, reduce operational costs, and improve customer satisfaction.
Agent Desktop provides call control capabilities (such as call answer, hold,
conference, and transfer) and ACD state control (ready/not ready, wrap up, etc.).
Customer information is presented to the agent through an enterprise data window
and an optional screen pop. Agent Desktop requires minimum screen real estate and
enables agents to customize its functionality to meet their individual needs.
conference, and transfer) and ACD state control (ready/not ready, wrap up, etc.).
Customer information is presented to the agent through an enterprise data window
and an optional screen pop. Agent Desktop requires minimum screen real estate and
enables agents to customize its functionality to meet their individual needs.
Intended Audience
This document is written for contact center agents who use Agent Desktop on their
computers.
computers.
What’s New In This Release
Cisco Agent Desktop 8.5 supports the following new features:
■
Single-step transfer and single-step conference actions
■
The integrated browser now supports popups as new tabs or as an Internet
Explorer popup window
Explorer popup window
■
Microsoft Internet Explorer 8
■
32-bit Microsoft Windows 7 Professional, Enterprise, and Ultimate
■
Support for 64-bit Microsoft Windows 7 running the Windows 32-bit on
Windows 64-bit (WoW64) emulation layer
Windows 64-bit (WoW64) emulation layer
■
Improved support for Freedom Scientific JAWS 11