Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Agent Desktop Interface
September 2011
19
The following tables list the toolbar buttons and shortcut keys that you can use in
Agent Desktop.
Agent Desktop.
Table 2
lists the toolbar buttons and shortcut keys for handling calls.
Table 3
lists the toolbar buttons and shortcut keys for changing agent state.
Table 2.
Call handling toolbar buttons and shortcut keys
Icon
Name
Shortcut
Description
Answer/Drop
Ctrl+A
Answers or drops the selected call.
Hold/Unhold
Ctrl+H
Places the selected call on hold or takes it off
hold.
hold.
Conference
Ctrl+F
Places the selected call on hold and opens the
Conference a Call window.
Conference a Call window.
Transfer
Ctrl+T
Places the selected call on hold and opens the
Transfer a Call window.
Transfer a Call window.
Touch Tones
Ctrl+D
Opens the Enter Touch Tones window.
Table 3.
Agent state toolbar buttons and shortcut keys
Icon
Name
Shortcut
Description
Login
Ctrl+L
Logs you into the ACD (alternates with Logout).
Logout
Ctrl+L
Logs you out of the ACD (alternates with Login).
Ready
Ctrl+W
Changes your state to Ready, indicating that you
are available to receive ACD calls.
are available to receive ACD calls.
Not
Ready
Ready
Ctrl+O
Changes your state to Not Ready, indicating that
you are not available to receive ACD calls.
you are not available to receive ACD calls.
Work
Ready
Ready
Ctrl+Y
Changes your state to Work Ready, indicating that
you will be available to receive ACD calls after you
finish wrap-up work.
you will be available to receive ACD calls after you
finish wrap-up work.
Work Not
Ready
Ready
Ctrl+Z
Changes your state to Work Not Ready, indicating
that you will not be available to receive ACD calls
after you finish wrap-up work.
that you will not be available to receive ACD calls
after you finish wrap-up work.