Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop—Browser Edition User Guide
18
June 2007
Figure 5.
Dashboard pane
Dashboard Toolbar
The dashboard toolbar contains buttons for call control and for functions not related
to a specific customer contact, such as:
to a specific customer contact, such as:
■
Logging in and out
■
Changing your agent state
■
Configuring the appearance of the Agent Desktop interface
Buttons on the toolbar are disabled 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 disabled. When you take the call off hold, the other call control buttons
are active again.
current situation. For example, if you have placed a call on hold, all other call control
buttons are disabled. When you take the call off hold, the other call control buttons
are active again.
NOTE: If your contact center is using Enhanced or Premium Agent
Desktop, your toolbar can be configured by your administrator, and
may contain different buttons than those listed below.
Desktop, your toolbar can be configured by your administrator, and
may contain different buttons than those listed below.
Move your cursor over a button to view a tooltip describing its function.
Table 2.
Dashboard toolbar buttons
Button
Name
Shortcut Key
Description
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.
hold.
Conference
Ctrl-F
Puts the selected call on hold and adds
other parties into a conference call.
other parties into a conference call.
Transfer
Ctrl-T
Puts a selected call on hold and transfers
it to a third party.
it to a third party.
Touch Tones
Ctrl-D
Sends touch tones during an active call.
Toolbar
Contact appearance