Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Handling Phone Calls

June 2007

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For a supervised conference, wait for the third person to answer the 
phone, announce the conference, then click Add to Conf. 

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For a blind conference, click Add to Conf without waiting for the third 
person to pick up the phone.

The Conferencing window closes.

5. To add one or more people to the conference call, repeat Steps 1 to 4 for each 

person.

NOTE:  The total number of conference call participants on a call is 
determined by settings on the Cisco CallManager. Ask you supervisor 
for the total number configured for your contact center.

Alternating Between Calls

The Alternate function allows you to switch between two parties before transferring a 
call or adding a call to a conference.

Alternating Before Transferring a Call

The Alternate function allows you to talk to Party A and Party B separately before 
completing the transfer of Party A to Party B. 

1. While on a call, click Transfer. 

The Transfer window appears.

2. Enter the phone number to which you are transferring the call in the 

 

Number field, and then click Dial.

3. After Party B answers the phone, click Alternate to speak to Party A, and then 

click Alternate again to speak to Party B. 

You may continue clicking Alternate to switch between Party A and Party B. 
When you speak to one party, the other party is put on hold.

4. Click Transfer.

Party A is transferred to Party B and you are disconnected from the call.

Alternating Before Adding a Call to a Conference

The Alternate function also allows you to talk to a conference call and Party B 
separately before adding Party B to the conference call.

1. While on a call, click Conference.