Cisco Cisco Agent Desktop 8.0 ユーザーガイド
1
Toolbar
Button
Name
Shortcut
Description
Answer/Drop
Ctrl-A
Answers or drops a call.
Hold/Unhold
Ctrl-H
Puts a call on hold or takes it off hold.
Make Call
Ctrl-M
Displays the dial pad so that you can dial a call.
Conference
Ctrl-F
Puts a call on hold and adds other parties to it for a
conference call.
conference call.
Transfer
Ctrl-T
Puts a call on hold and transfers it to a third party.
Touch Tones
Ctrl-D
Sends touch tones during a call.
Note: No audible tones are generated.
Note: No audible tones are generated.
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—you are available to receive
ACD calls.
ACD calls.
Not Ready
Ctrl-O
Changes your state to Not Ready—you are not available to
receive ACD calls.
receive ACD calls.
Work Ready
Ctrl-Y
Changes your state to Work Ready—you are in wrap-up
work after a call and will be available to receive ACD calls
after you’re finished.
work after a call and will be available to receive ACD calls
after you’re finished.
Work Not
Ready
Ready
Ctrl-Z
Changes your state to Work Not Ready—you are in
wrap-up work after a call and will not be available to
receive ACD calls after you’re finished.
wrap-up work after a call and will not be available to
receive ACD calls after you’re finished.
Task Buttons
Alt-[number] (Enhanced and Premium only) Task buttons are configured
to perform various functions by the administrator. There
can be up to ten task buttons, and each button can have
more than one function assigned to it.
can be up to ten task buttons, and each button can have
more than one function assigned to it.
Chat
Ctrl-J
Initiates a chat session with another member of your team,
your supervisor, or a member of a conference call.
your supervisor, or a member of a conference call.
Real-Time
Displays
Displays
Ctrl-Q
Displays the Agent Real-Time Displays window, where you
can view your own call logs and statistics.
can view your own call logs and statistics.
Show/Hide
Contact Mgmt
Contact Mgmt
Ctrl-G
Shows or hides the Contact Management pane.
Show/Hide
Browser
Browser
Ctrl-B
(Premium only) Shows or hides the Integrated Browser
pane.
pane.
Preferences
Ctrl-P
Displays the Preferences dialog box, where you can set the
Agent Desktop window and team message behavior.
Agent Desktop window and team message behavior.
Help/About
Alt-Ctrl-H
Accesses the Help and the About window.
2
Common Tasks
Transferring a Call
Step 1
With a call active, click Transfer.
Step 2
In the Name: Number field, enter the phone number that will receive the
transferred call, and then click Dial.
transferred call, and then click Dial.
Step 3
For a supervised transfer, wait for the third party to pick up, then click
Transfer. For a blind transfer, click Transfer while the phone is ringing.
Transfer. For a blind transfer, click Transfer while the phone is ringing.
Conferencing a Call
Step 1
With a call active, click Conference.
Step 2
In the Name: Number field, enter the phone number of the person that you
want to add to the conference call, and then click Dial.
want to add to the conference call, and then click Dial.
Step 3
Click Add to Conf. when the phone rings (for a blind conference) or after the
person answers (for a supervised conference).
person answers (for a supervised conference).
Step 4
Repeat Steps 1–3 until all parties are added to the conference.
Alternating Between Calls
The Alternate function enables you to switch between two parties before transferring
a call, or between a conference call and another party before adding that party to the
conference.
a call, or between a conference call and another party before adding that party to the
conference.
To switch between two calls, before finalizing a supervised transfer or supervised
conference, click Alternate.
conference, click Alternate.
Sending a Chat Message
Step 1
On the toolbar, click Chat. The Chat Selection window opens, listing all the
people that are available to chat.
people that are available to chat.
Step 2
Double-click the name of the person with whom you want to chat. A Chat
Session window opens.
Session window opens.
Step 3
Type your message in the text entry field. If you want your message to pop
on the recipient’s screen, select the High priority check box.
on the recipient’s screen, select the High priority check box.
Step 4
Click Send or press Enter.