Cisco Cisco Agent Desktop 9.0 ユーザーガイド
Cisco Agent Desktop User Guide
22
September 9, 2013
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.
You can press Ctrl+Alt+T to select the main toolbar of Agent Desktop. After selecting
the toolbar, press Tab or the arrow keys to move through the buttons in the toolbar.
Press Ctrl+Tab to navigate to the next toolbar. Press Esc to exit the toolbar and Enter
to select the currently focused item.
the toolbar, press Tab or the arrow keys to move through the buttons in the toolbar.
Press Ctrl+Tab to navigate to the next toolbar. Press Esc to exit the toolbar and Enter
to select the currently focused item.
The following tables list the toolbar buttons and shortcut keys that you can use in
Agent Desktop.
Agent Desktop.
Table 2.
Call handling toolbar buttons and shortcut keys
Icon
Name
Shortcut
Description
Answer/Drop
Ctrl+A
Answers or drops the selected call.
Hold/Unhold
Ctrl+H
Places the selected call on hold or takes it off
hold.
hold.
Conference
Ctrl+F
Places the selected call on hold and opens the
Conference a Call window.
Conference a Call window.
Transfer
Ctrl+T
Places the selected call on hold and opens the
Transfer a Call window.
Transfer a Call window.
Touch Tones
Ctrl+D
Opens the Enter Touch Tones window.
Table 3.
Agent state toolbar buttons and shortcut keys
Icon
Name
Shortcut
Description
Login
Ctrl+L
Logs you into the ACD (alternates with Logout).
Logout
Ctrl+L
Logs you out of the ACD (alternates with Login).
Ready
Ctrl+W
Changes your state to Ready, indicating that you
are available to receive ACD calls.
are available to receive ACD calls.