Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop—Browser Edition User Guide 7.1
14
November 2006
Contact Appearance
The contact appearance section displays data about the agent’s current call
appearances. There can be more than one call appearance in the section. For
example, you may have one call on hold and one active call—both will be displayed.
appearances. There can be more than one call appearance in the section. For
example, you may have one call on hold and one active call—both will be displayed.
The contact appearance pane can display up to eight fields. The State field will
always be present; the other seven fields are configurable by the system
administrator.
always be present; the other seven fields are configurable by the system
administrator.
The available fields are:
Some fields may display <unavailable> or be blank if the call information is unknown
or does not exist.
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.
Table 3.
Contact Appearance fields
Field
Always Visible?
Description
State
Y
The current state of the contact.
Duration
N
The length of the phone call.
Calling#
N
The number of the originating device.
Called#
N
The number of the destination device.
Alerting#
N
The number of the ringing device.
Original Called#
N
The original number called.
Original Calling#
N
The initial originating number.
Skill
N
The skill ID, displayed only if the call is an
inbound ACD call.
inbound ACD call.