Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

If configured by your system administrator, your copy of Agent Desktop may include 
the Cisco Unified Outbound Dialer toolbar. The buttons that appear on the toolbar are 
determined by the type of dialing campaign set up by your administrator:

■

Progressive. In Progressive dialing mode, a fixed number of outbound lines 
are dialed per agent available.

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Predictive. In Predictive dialing mode, a mathematical algorithm determines 
how many outbound lines to dial for each available agent. This algorithm 
varies over time based on conditions in the contact center.

■

Preview. In Preview dialing mode, customer information is presented on your 
desktop before the customer call is transferred to you. You have the option to 
accept, reject, or skip the proposed call.

■

Direct Preview. In Direct Preview dialing mode, a call is ready to be dialed by 
the Dialer and customer information is displayed on your desktop. When you 
click Accept, the call is actually dialed and you are connected to the 
customer without any time lag.

NOTE:  Cisco Unified Mobile Agent call-by-call mode does not 
support Outbound Dialer. Nailed mode does support Outbound 
Dialer.

 displays the Outbound Dialer toolbar buttons, and describes their function 

and which dialing mode they are used with. 

The system dials the customer and 
transfers the call to you.

×

×

The system rejects the current call 
and releases you from the outbound 
calling reservation. At this point, the 
system may deliver to you another 
outbound call or a new inbound call.

×

×