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

■

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.

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. 

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.