Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Handling Calls
September 2011
35
Making a Call
You must be in the Not Ready state to make a call. The Make Call button is disabled
when you are in the Ready state.
when you are in the Ready state.
To make a call:
1. Click Make Call. The Make a Call window appears.
2. Enter a number in the Name : Number field.
3. Click Dial.
NOTE: If you are a mobile agent using Call by Call mode, your phone
rings before the destination phone does when you place an outbound
call. You must answer your own phone first, and then the destination
phone rings.
rings before the destination phone does when you place an outbound
call. You must answer your own phone first, and then the destination
phone rings.
NOTE: If you are a mobile agent and and make a call to a busy phone,
you will not hear a busy tone, just silence. However, the contact
appearance pane displays the Busy state.
you will not hear a busy tone, just silence. However, the contact
appearance pane displays the Busy state.
Entering Touch Tones During a Call
Some situations may require you to send touch tones during a call. For example, while
accessing an Interactive Voice Response (IVR) system, you may be prompted to enter
one or more numbers indicating a menu choice or an account number.
accessing an Interactive Voice Response (IVR) system, you may be prompted to enter
one or more numbers indicating a menu choice or an account number.
You can send touch tones during a call by clicking the appropriate buttons in the
Touch Tones window.
Touch Tones window.
Figure 14.
Mobile Agent - Busy state