Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

You can use the Agent Desktop interface, a hard IP phone, or IP Communicator to 
handle calls. The following sections assume you use the Agent Desktop interface.

NOTE:  If you are a mobile agent, you must use the Agent Desktop 
interface only to handle calls.

When dialing a phone number, you can use three different methods to enter the 
phone number into the dial pad’s Name: Number field:

■

Type the phone number on your PC keyboard

■

Select the numbers from the dial pad window

■

Select an existing number from the Recent Call List or a phone book

You can enter a number only, or you can enter a name and number. Use the format 
name: number. You must include the colon and a space to separate the name from 
the number.

When you enter the number, it doesn’t matter whether you include dashes, 
parentheses, or spaces; only the numbers are read. Depending on how Agent 
Desktop is configured, you may not have to include the local access or long-distance 
access codes. Consult your system administrator for information.

In the following sections, whenever you are instructed to enter a number in the Name: 
Number field, you can do so using any one of these methods.

You can receive ACD and non-ACD calls through Agent Desktop. You must be 
logged in and be in the Ready state to receive an ACD call. You can be in any state to 
receive a non-ACD call.

■

Click Answer. 

■

Click Drop.