Cisco Cisco Agent Desktop 9.0 사용자 가이드
Cisco IP Phone Agent User’s Guide 6.0(2)
8
29-September-04
Call Flows
Call Flow Examples
The following are examples of how typical situations can be handled using IP
Phone Agent in its default configuration.
Phone Agent in its default configuration.
A Typical Call
This example assumes that you have already logged into the ACD and are in the
Ready state, available to receive a call.
Ready state, available to receive a call.
1. A call is routed to you by the ACD.
Your IP phone rings and displays information about the incoming call on
the Enterprise Data screen.
the Enterprise Data screen.
2. You answer the phone.
Your IP phone displays the Enterprise Data screen again.
As you handle the call, you determine that you will need to do some
follow-up work after the call terminates.
follow-up work after the call terminates.
3. Before hanging up, you change your agent state.
To change your agent state, you press the Services button on your phone,
then select IP Phone Agent, and then choose the Work Ready state from
the menu.
then select IP Phone Agent, and then choose the Work Ready state from
the menu.
4. The call ends and you hang up.
To redisplay the IP Phone Agent screen with your current Work state
showing, you press the Services button, and then select IP Phone Agent
from the menu.
showing, you press the Services button, and then select IP Phone Agent
from the menu.
5. You perform your after-call work.
The ACD will not send you any more calls until you set your status to
Ready.
Ready.
6. When you’re finished with your after-call work, you change your agent
state to Ready.
To change your agent state to Ready, you choose Ready from the menu.
7. You receive a new call.
At any time while you are logged in, you can select Stats to view your skills
statistics.
statistics.