Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

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.

Conference

Ctrl+F

Places the selected on hold and opens the Conference a Call window.

Transfer

Ctrl+T

Places the selected on hold and opens the Transfer a Call window.

Touch Tones

Ctrl+D

Opens the Enter Touch Tones window.

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.

Not Ready

Ctrl+O

Changes your state to Not Ready, indicating that you are not available 
to receive ACD calls.

Work 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.

Work Not 
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.

Task1-10

Alt+1, Alt+2, 
..., Alt+0

(Enhanced/Premium only) One to ten task buttons can be set up 
to perform one or several functions by the administrator.

Make Call

Ctrl+M

Opens a window from which you can dial a call.

Chat

Ctrl+J

Opens a window from which you can initiate a chat session.

Real Time

Ctrl+Q

Opens a window that displays your call logs and statistics.

Contact Mgmt Ctrl+G

Shows or hides the Contact Management panes.

Browser

Ctrl+B

(Premium only) Shows or hides the integrated browser pane.

Preferences

Ctrl+P

Opens a window for configuring Desktop Preferences.

Help/About

Alt+Ctrl+H

Opens a menu listing the Help and About options.

—

Contact

Ctrl+S

Selects a contact in the Contact Appearance pane.

—

Caller Data

Ctrl+E

Selects a row in the Caller Data pane of Contact Management.

—

Call Activity

Ctrl+Shift+E Selects a row in the Call Activity pane of Contact Management.

—

Presence Server Ctrl+Shift+S Opens the Cisco Unified Presence Server login window.

—

Marquee

Ctrl+Shift+M Selects the team message.

To change your agent state, click the appropriate state button on your toolbar. 
Buttons for invalid states will be disabled. If you change your agent state while on a 
call (in the Talking state), your state will change after you hang up. The agent state 
buttons indicate the state you clicked, not your current state.

 

With a call active, click Transfer. The Transfer a Call window opens.

Enter a phone number in the Name: Number field, then click Dial.

Complete one of the following actions.

For a blind transfer, click Transfer when the phone starts ringing.

For a supervised transfer, wait for the phone to be answered. If you want 
to place the new call on hold and pick up the original call,  click 
Alternate. Then click Transfer.

With a call active, click Conference. The Conference a Call window opens.

Enter a phone number in the Name: Number field, then click Dial.

Complete one of the following actions.

For a blind conference, click Add to Conf when the phone starts ringing. 

For a supervised conference, wait for the phone to be answered. If you 
want to place the new call on hold and pick up the original call,  click 
Alternate. Then click Add to Conf.

Repeat Steps 2–3 until you have added all parties to the conference.

On the toolbar, click Chat. The Chat Selection window opens.

Double-click the name of the person with whom you want to chat. A Chat 
Session window opens. 

Type your message in the text entry field. If you want your message to pop 
on the recipient’s screen, select the High priority check box.

Click Send or press Enter.