Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The dashboard toolbar contains buttons for call control and for functions not 
related to a specific customer contact, such as logging in and out, changing your 
agent state, initiating a chat session, viewing reports, and configuring the 
appearance of the Agent Desktop interface.

Buttons on the toolbar are grayed out if they control a function that is unavailable 
in your current situation. For example, if you have placed a call on hold, all other 
call control buttons are grayed out. When you take the call off hold, the other call 
control buttons are active again.

If your contact center is using Enhanced Agent Desktop, your 

toolbar can be configured by your administrator, and may use different 
buttons than those listed below. 

Move your cursor over a button to view a tooltip describing its function.

Answer/Drop

Ctrl-A

Answers or drops the selected call.

Hold/Unhold

Ctrl-H

Puts a selected call on hold or takes it 
off hold.

Conference

Ctrl-F

Puts the selected call on hold and 
adds other parties into a conference 
call.

Transfer

Ctrl-T

Puts a selected call on hold and 
transfers it to a third party.

Touch Tones

Ctrl-D

Sends touch tones during an active 
call.

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.