Cisco Cisco Agent Desktop 8.0 Guia Do Utilizador
Handling Phone Calls
November 2006
31
Alternating Between Calls
The Alternate function allows you to switch between two parties before transferring a
call or adding a call to a conference.
call or adding a call to a conference.
Alternating Before Transferring a Call
The Alternate function allows you to talk to Party A and Party B separately before
completing the transfer of Party A to Party B.
completing the transfer of Party A to Party B.
To alternate between calls before transferring:
1. While on a call, click Transfer.
The Transferring Call window appears.
2. Enter the phone number to which you are transferring the call in the
Name: Number field, and then click Dial.
When the phone rings, the Dial button changes to the Transfer button. Wait
for Party B to answer the phone.
for Party B to answer the phone.
3. Click Alternate to speak to Party A, and then click Alternate again to speak
to Party B.
You may continue clicking Alternate to switch between Party A and Party B.
When you speak to one party, the other party is put on hold.
When you speak to one party, the other party is put on hold.
4. Click Transfer.
Party A is transferred to Party B and you are disconnected from the call.
Alternating Before Adding a Call to a Conference
The Alternate function also allows you to talk to a conference call and Party B
separately before adding Party B to the conference call.
separately before adding Party B to the conference call.
To alternate between a conference call and another party:
1. While on a call, click Conference.
The Conferencing window appears (see
) and the active call is put
on hold.