Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Agent Desktop Interface
September 9, 2013
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Some fields might 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 your IP phone displays on its screen.
Enterprise Data might display different data because it tracks the entire life of the call.
about the call in the contact appearance pane as your IP phone displays on its screen.
Enterprise Data might display different data because it tracks the entire life of the call.
Contact Management Pane
The contact management pane contains enterprise data (on the left) and call activity
information (on the right) for all inbound and outbound calls.
information (on the right) for all inbound and outbound calls.
You can click the Show/Hide Contact Management button on the toolbar to show or
hide this pane of the interface.
hide this pane of the interface.
Enterprise Data
The enterprise data pane displays data associated with the selected call. The exact
data that is displayed is configured by your administrator.
data that is displayed is configured by your administrator.
If you are set up by the administrator to be able to edit data fields, you can modify any
of the data fields in the enterprise data window. The modified data stays with the call
when you transfer the call to another agent.
of the data fields in the enterprise data window. The modified data stays with the call
when you transfer the call to another agent.
Original
Called#
Called#
No
The original number called.
Original
Calling#
Calling#
No
The initial originating number.
Skill
No
The skill ID, displayed only if the call is an inbound
ACD call.
ACD call.
ACD Line
No
Yes/No. Indicates if the call is on an ACD or non-ACD
line.
line.
Table 9.
Contact Appearance fields (cont’d)
Field
Always
Visible?
Description
Figure 6.
Contact Management pane