Cisco Cisco Unified Contact Center Enterprise 9.0(2)

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If the remote agent attempts to log in and the extension is already in use by another
agent, that agent will not be able to log in unless a different extension is entered.

Agent Desktop starts and is immediately minimized on the taskbar at the bottom of the
remote agent's Windows desktop.

Login notes:

•

The Login Name field can be a maximum of 32 characters. The Login ID, Extension, and
Password fields can be a maximum of 12 characters.

•

Agent Desktop can control only those calls on the extension entered in the Login dialog box,
even if the remote agent is configured with multiple extensions.

•

When logging in, the remote agent might see the error message, “A licensing error has occurred.
Please see your administrator.” This generally appears when all Agent Desktop software
licenses are in use. For this reason, it is important that the remote agent close Agent Desktop
completely when finished using it, rather than simply logging off. As long as Agent Desktop
is running, one license is being used.

Clicking the Ready button changes the state to Ready, indicating that the remote agent is available
to receive ACD calls.

How does an agent
get into the Ready
state to start
accepting calls?

There are two types of transfer calls:

How does an agent
transfer a call?

•

Supervised transfers. In a supervised transfer, the remote agent speaks to the third party to
whom the call is being transferred before connecting the active call, in order to confirm that
the third party is ready to accept the call.

•

Blind transfers. In a blind transfer, the remote agent transfers the active call to the third party
without speaking. The remote agent hangs up before the third party answers the phone and
therefore, can’t confirm if the third party is ready to accept the call.

To transfer a call:

1. With a call active, click Transfer.

The Transferring Call window appears.

2. Enter the phone number to which the remote agent is transferring the call in the Name:

Number field.

3. Click Dial.

When the phone rings, the Dial button changes to the Transfer button.

4. Take one of the following actions:

Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)