Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
12
September 2011
Logging in as a Mobile Agent
When you log in as a mobile agent, you can use any phone to receive calls that is
accessible to the contact center phone system, including home phones and cell
phones that are not directly connected to the contact center.
accessible to the contact center phone system, including home phones and cell
phones that are not directly connected to the contact center.
The Agent Login window you see might not display the Mobile Agent Mode check box.
If you need to log in using mobile agent mode and the check box is not visible, ask
your CAD administrator to enable it.
If you need to log in using mobile agent mode and the check box is not visible, ask
your CAD administrator to enable it.
NOTE: The instructions in this document about using Agent Desktop
do not address important differences that apply when you log in as a
mobile agent. Consult the “Using Unified Mobile Agent” section of the
Mobile Agent Guide for Cisco Unified CC Enterprise for instructions on
using your desktop when you log in as a mobile agent.
do not address important differences that apply when you log in as a
mobile agent. Consult the “Using Unified Mobile Agent” section of the
Mobile Agent Guide for Cisco Unified CC Enterprise for instructions on
using your desktop when you log in as a mobile agent.
The Mobile Agent Guide for Cisco Unified CC Enterprise is on your desktop
software product CD. You can also download it from the Cisco website at:
software product CD. You can also download it from the Cisco website at:
NOTE: You must use Agent Desktop for all call control operations as
described below. If you use your phone for call control, you may lose
the customer’s call. Also, use Agent Desktop to monitor call activities,
such as conference status. This information is not displayed
accurately (or not at all in some cases) on your phone. Consult your
Cisco Unified Mobile Agent documentation for more information.
described below. If you use your phone for call control, you may lose
the customer’s call. Also, use Agent Desktop to monitor call activities,
such as conference status. This information is not displayed
accurately (or not at all in some cases) on your phone. Consult your
Cisco Unified Mobile Agent documentation for more information.
You can receive calls in either of two modes, Nailed Call mode or Call by Call mode.
■
In Nailed Call mode, you receive one call that you answer using your physical
phone when you log in. That line stays connected through multiple customer
calls. Agent Desktop plays a phone ring sound file when a customer call
arrives, and you handle all call control through Agent Desktop, including
disconnecting the customer call. If you hang up your physical phone, you are
logged out.
phone when you log in. That line stays connected through multiple customer
calls. Agent Desktop plays a phone ring sound file when a customer call
arrives, and you handle all call control through Agent Desktop, including
disconnecting the customer call. If you hang up your physical phone, you are
logged out.
■
In Call by Call mode, your physical phone is dialed for each customer call.
Once you answer your physical phone, all call control is handled through
Agent Desktop, including disconnecting the call. When you hang up by
disconnecting the call through Agent Desktop and then hanging up your
physical phone, you are placed in the Ready state and made available to
receive another customer call.
Once you answer your physical phone, all call control is handled through
Agent Desktop, including disconnecting the call. When you hang up by
disconnecting the call through Agent Desktop and then hanging up your
physical phone, you are placed in the Ready state and made available to
receive another customer call.