Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Handling Phone Calls
June 2007
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Handling Phone Calls
If logged in as a local agent, you can use the CAD-BE interface, a hard IP phone, or IP
Communicator to handle calls. If logged in as a mobile agent, you can use only the
CAD-BE interface to handle calls.
Communicator to handle calls. If logged in as a mobile agent, you can use only the
CAD-BE interface to handle calls.
The following sections assume you use the CAD-BE interface.
Entering Phone Numbers
When dialing a phone number, you can use two different methods to enter the phone
number into the dial pad’s Number field:
number into the dial pad’s Number field:
■
Select the numbers from the dial pad window
■
Type the phone number on your PC keyboard
When typing a phone number, do not include spaces, dashes, or parentheses. CAD-BE
accepts only numbers in the Number field.
accepts only numbers in the Number field.
In the following sections, whenever you are instructed to enter a number in the
Number field, you can do so using either of these methods.
Number field, you can do so using either of these methods.
Answering a Call
You can receive ACD and non-ACD calls through Agent Desktop. You must be logged in
and be in the Ready state to receive an ACD call. You can be in any state to receive a
non-ACD call.
and be in the Ready state to receive an ACD call. You can be in any state to receive a
non-ACD call.
To answer a call:
■
Click Answer.
To terminate a call:
■
Click Drop.
Making a Call
You must be in the Not Ready state to make a call. The Make Call button is disabled
when you are in the Ready state. If you are in the Talking state, it is enabled so that
you can transfer or conference the call you are on.
when you are in the Ready state. If you are in the Talking state, it is enabled so that
you can transfer or conference the call you are on.
To make a call:
1. Click Make Call.
The Make Call window appears.