Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Product Suite 4.6: Desktop Administrator User’s Guide
7-2
February 24, 2005
agent state
An agent’s current status. Possible statuses are: Ready, Not Ready, Work,
Reserved, Talking, Logged In, and Logged Out.
Reserved, Talking, Logged In, and Logged Out.
Agent State action
An action type that changes an agent’s agent state.
agent state buttons
The buttons on the Agent Desktop interface used to change the agent’s
current status. Available buttons are: Logged In, Logged Out, Ready, Not
Ready, and Work.
current status. Available buttons are: Logged In, Logged Out, Ready, Not
Ready, and Work.
Always on Top
A display mode in which the interface is always on top of all other windows
and does not minimize.
and does not minimize.
Always Open
A display mode in which the interface is always visible, but may be hidden by
other open applications.
other open applications.
ANI
See automatic number identification.
Answer/Drop button
One of the call control buttons on the Agent Desktop interface. Clicking this
button answers or drops the selected call.
button answers or drops the selected call.
Answered event
The event that occurs when the agent answers the phone.
appearance
A PBX line or extension that is on a multi-button–key telephone. For example,
extension 445 appears on three-key systems.
extension 445 appears on three-key systems.
area code
A 3-digit code designating a toll center in the United States and Canada.
array variable
An ICM extended call context (ECC) variable that stores multiple pieces of
data.
data.
automatic call distribution (ACD)
Optional software that resides on the PBX. Its role is to monitor various
parameters within the system and call center and to intelligently route calls
based on that information.
parameters within the system and call center and to intelligently route calls
based on that information.