Cisco Cisco Agent Desktop 9.0 ユーザーガイド
Handling Calls
August 27, 2012
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Handling Calls
When logged in to CAD-BE, you can use CAD-BE, a hard IP phone, or IP Communicator
to handle phone calls. The procedures in this section assume you use the CAD-BE
interface to handle calls.
to handle phone calls. The procedures in this section assume you use the CAD-BE
interface to handle calls.
Single-line vs. Multi-line Configurations
If your system is configured for single line use, then CAD-BE controls and displays only
ACD calls. You cannot answer non-ACD calls with CAD-BE; these calls will not appear in
the contact appearance pane and must be answered using your hard IP phone or
IP Communicator.
ACD calls. You cannot answer non-ACD calls with CAD-BE; these calls will not appear in
the contact appearance pane and must be answered using your hard IP phone or
IP Communicator.
If your system is configured for multi-line use, then CAD-BE controls and displays calls
received on both the ACD and non-ACD extensions. To control any call in the CAD-BE
contact appearance pane, select the call in the pane and then perform the desired
activity.
received on both the ACD and non-ACD extensions. To control any call in the CAD-BE
contact appearance pane, select the call in the pane and then perform the desired
activity.
For both single and multi-line configurations, you must be logged in and in the Ready
state to receive an ACD call. You can be in any state to receive a non-ACD call. Your
agent state does not change when you receive a non-ACD call.
state to receive an ACD call. You can be in any state to receive a non-ACD call. Your
agent state does not change when you receive a non-ACD call.
Entering Phone Numbers
When dialing a phone number, you can use the following methods to enter the phone
number into the Number field in the dial pad.
number into the Number field in the dial pad.
■
Type the phone number on your PC keyboard
■
Select the numbers from the dial pad window
When typing a phone number, do not include spaces, dashes, or parentheses. CAD-BE
accepts only numbers in the Number field.
accepts only numbers in the Number field.
In the following sections, whenever you are instructed to enter a number in the
Number field, you can do so using either of these methods.
Number field, you can do so using either of these methods.
Answering a Call
To answer a call:
■
Click Answer.
To terminate a call:
■
Click Drop.