Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User’s Guide 6.0
18
10-July-07
The available fields are:
Some fields may display <unavailable> or be blank if the call information is
unknown or does not exist.
unknown or does not exist.
Whenever the IP IVR is involved in a call, Agent Desktop displays the same
information about the call in the contact appearance pane as the IP phone
displays on its screen. Enterprise Data may display different data because it
tracks the entire life of the call.
information about the call in the contact appearance pane as the IP phone
displays on its screen. Enterprise Data may display different data because it
tracks the entire life of the call.
Contact Management Pane
The contact management pane contains enterprise data (on the left) and call
activity information (on the right).
activity information (on the right).
Figure 6.
Contact Management pane
You can click the Show/Hide Contact Management button on the dashboard
toolbar to show or hide this pane of the Agent Desktop interface.
toolbar to show or hide this pane of the Agent Desktop interface.
Table 2.
Contact Appearance fields
Field
Description
State
The current state of the contact.
Calling#
The number of the originating device.
Called#
The number of the destination device.
Alerting#
The number of the ringing device.
Original Called#
The original number called.
Original Calling#
The initial originating number.
Duration
The length of the phone call.
Enterprise data
Call activity