Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Your supervisor can be involved in your contact with customers in several ways:

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By intervening in the customer call

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By changing your agent state

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By pushing web pages for you to view in your integrated browser

Your supervisor can be involved in calls you receive. He or she can:

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Barge in on a call—join your call with a customer in a forced conference

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Intercept a call—transfer a customer call to him or herself in a forced transfer

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Monitor your calls

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Record your calls

You are notified when your supervisor barges in or intercepts your phone call by the 
appearance of a popup window. You may or may not be notified when your supervisor 
monitors or records your calls, depending on how the system is configured.

Your supervisor can change your agent state and log you out of CAD-BE. You are not 
notified when your supervisor changes your agent state. You can tell which state you 
are in by which agent state toolbar button is enabled or disabled. 

Your supervisor can push (send) a selected web page to your integrated browser 
window. This enables your supervisor to assist you during a call by providing 
information that will help you work with a customer.