Cisco Cisco Computer Telephony Integration OS 8.5 사용자 가이드
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CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 3 Processing Calls
Accessibility and Asynchronous Events
Accessibility and Asynchronous Events
The following table lists different asynchronous events and ways of working with them.
Event
Notification
OnConnection
and
OnConnectionClosed
A user can determine if they are connected by
having JAWS read the status bar (INSERT +
PAGE_DOWN).
having JAWS read the status bar (INSERT +
PAGE_DOWN).
Answer call,
conference call,
transferred call
transferred call
The agent’s phone provides an audible clue.
A user can determine if they have a call by having
JAWS read the status bar (INSERT +
PAGE_DOWN). The agent’s state is Reserved if the
agent has a call.
JAWS read the status bar (INSERT +
PAGE_DOWN). The agent’s state is Reserved if the
agent has a call.
Call established
The agent’s phone signals the call is established
(ringing ends).
(ringing ends).
Pressing INSERT+Up Arrow while highlighting the
row for the call on the call grid instructs JAWS to
read back the contents of each cell in the current
row.
row for the call on the call grid instructs JAWS to
read back the contents of each cell in the current
row.
Call held
The agent’s phone provides an audible clue.
Pressing INSERT+Up Arrow while highlighting the
row for the call on the call grid instructs JAWS to
read back the contents of each cell in the current
row.
row for the call on the call grid instructs JAWS to
read back the contents of each cell in the current
row.
Call conferenced,
call transferred
The phone is the best way to determine if the call has
been conferenced or transferred.
been conferenced or transferred.
The call grid also reflects the state of the call.
Call cleared
The phone and the call grid can be used to determine
the state of the call.
the state of the call.
Agent state changes
Agents can determine their state by having JAWS
read the status bar (INSERT + PAGE_DOWN).
read the status bar (INSERT + PAGE_DOWN).