Cisco Cisco Agent Desktop 10.0 インストールガイド
Cisco CAD Installation Guide
36
October 16, 2015
Configuring Non-ACD Call (Multi-line) Settings
A call is defined as an ACD call if it meets one or more of the following criteria:
■
The call is assigned to an agent from a voice CSQ
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At least one of the participants of the call is using an ACD line
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The call is transferred from an ACD line
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The call is conferenced with an ACD call to any other line
All other calls are considered non-ACD calls by the system and appear in Agent
Desktop if your system is configured to display them.
Desktop if your system is configured to display them.
With multi-line settings enabled, an agent’s phone supports one ACD line and up to
three non-ACD lines. You can configure the non-ACD calls settings so that agents and
supervisors can perform all general operations with the non-ACD calls (for example,
answering, transferring, and conferencing).
three non-ACD lines. You can configure the non-ACD calls settings so that agents and
supervisors can perform all general operations with the non-ACD calls (for example,
answering, transferring, and conferencing).
You can enable or disable the following functions on inbound non-ACD calls:
■
Agent and supervisor call display and call control actions
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Supervisor call monitoring and recording
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Supervisor call barge-in and intercept
Non-ACD call settings should be configured in all of the following locations:
■
Unified CCE Configuration Manager PG Explorer
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Unified Communications Manager
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CTI OS server
■
Desktop Administrator
Call Display
The non-ACD call display setting is configured in Unified CCE Configuration Manager
Peripheral Gateway Explorer. The default setting is to display only ACD calls in Agent
Desktop and Supervisor Desktop.
Peripheral Gateway Explorer. The default setting is to display only ACD calls in Agent
Desktop and Supervisor Desktop.
If you want to display non-ACD calls in these applications and allow agents and
supervisors to perform call control actions on them, you need to change the value of
the Agent Phone Line Control parameter in PG Explorer. For information about
configuring this parameter, see “Configuring the System Peripheral Gateways” in the
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted at:
supervisors to perform call control actions on them, you need to change the value of
the Agent Phone Line Control parameter in PG Explorer. For information about
configuring this parameter, see “Configuring the System Peripheral Gateways” in the
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted at: