Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
14
September 2011
NOTE: Enter only numbers in the Mobile Agent Phone Number field. This field
cannot include spaces, dashes, parentheses, or other non-numeric
characters.
cannot include spaces, dashes, parentheses, or other non-numeric
characters.
5. Click OK or press Enter to log in. Agent Desktop starts and is automatically
minimized.
Login Notes
■
The Login Name field has a maximum of 32 characters. The Login ID,
Extension, and Password fields have a maximum of 12 characters.
Extension, and Password fields have a maximum of 12 characters.
■
When you log in, you may see the error message, “A licensing error has
occurred. Please see your administrator.” This generally appears when all
Agent Desktop software licenses are in use. For this reason, it is important
that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is
being used.
occurred. Please see your administrator.” This generally appears when all
Agent Desktop software licenses are in use. For this reason, it is important
that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is
being used.
■
Agent Desktop can control only those calls on the extension you enter in the
Login dialog box, even if you are configured with multiple extensions.
Login dialog box, even if you are configured with multiple extensions.
■
If you log in as a mobile agent using Nailed mode, you have only one phone
line, and your phone line is busy, you are logged in and immediately logged
out. If you have two phone lines with voice mail on the non-busy line, mobile
agent rolls over to the second line, logs you in, and then when the voice mail
hangs up, logs you out.
line, and your phone line is busy, you are logged in and immediately logged
out. If you have two phone lines with voice mail on the non-busy line, mobile
agent rolls over to the second line, logs you in, and then when the voice mail
hangs up, logs you out.
■
When you are logging in as a mobile agent, you cannot log out a login
name/ID that is already in use. You must log in with a different login name/ID.
name/ID that is already in use. You must log in with a different login name/ID.
Access Through a VPN From Behind a NAT Firewall or
Router
Router
Agent Desktop is able to connect to the CAD servers through a virtual private network
(VPN). This allows a supervisor to work remotely and still have the benefit of the full
functionality of Agent Desktop.
(VPN). This allows a supervisor to work remotely and still have the benefit of the full
functionality of Agent Desktop.
When a desktop is using network address translation (NAT) due to a firewall or router,
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, incoming chat and team message failures, and
recording.
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, incoming chat and team message failures, and
recording.
NOTE: Using a VPN is recommended to provide a more secure
connection when using Agent Desktop outside the contact center.
connection when using Agent Desktop outside the contact center.