Cisco Cisco Agent Desktop 10.0 사용자 가이드
1
CAD-BE Window
Toolbar
Dashboard
Contact Management
Browser tools
2
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.
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.
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.
Help/About
Alt-Ctrl-H
Accesses the Help and the About window.
3
Common Tasks
Transferring a Call
Step 1
With a call active, click Transfer.
Step 2
In the Transfer window, enter the phone number to which you are
transferring the call, and then click Dial.
transferring the 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 Conference window, enter the phone number of the person you want
to add to the conference call, and then click Dial.
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.
Button
Name
Shortcut
Description