Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

A series of digits at the front of a phone call that delivers the billing number 
(which is not necessarily the phone number) of the caller.

A feature in Supervisor Desktop that allows a supervisor to forcibly join an 
agent’s call with a customer.

The button on the Supervisor Desktop interface that allows a supervisor to 
forcibly join an agent’s call with a customer.

A situation in which two devices share the same phone number (for example, 
a secretary whose phone can also answer the boss’s phone). 

The information displayed in the Enterprise Data window documenting the 
length of time a call is at a particular type of device or agent within the call 
center. 

A location where calls are made and answered. A call center typically has 
numerous agents and an automatic call distributor. 

The action of changing the state of a call, for instance, making, answering, 
transferring, or dropping a call.

An action that performs a call control function triggered by an event meeting 
a rule. Call control actions vary according to switch type.

The buttons on the Agent interface that the agent uses to perform phone 
functions. Call control actions vary according to switch type.

See call activity data.