Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
40
September 9, 2013
Handling Calls
When logged in to Agent Desktop, you can use Agent Desktop, a hard IP phone, or IP
Communicator to handle phone calls. The procedures in this section assume you use
the Agent Desktop interface to handle calls.
Communicator to handle phone calls. The procedures in this section assume you use
the Agent Desktop interface to handle calls.
Single-line vs. Multi-line Configurations
If your system is configured for single line use, then Agent Desktop controls and
displays only ACD calls. You cannot answer non-ACD calls with Agent Desktop; these
calls will not appear in the contact appearance pane and must be answered using
your hard IP phone or IP Communicator.
displays only ACD calls. You cannot answer non-ACD calls with Agent Desktop; these
calls will not appear in the contact appearance pane and must be answered using
your hard IP phone or IP Communicator.
If your system is configured for multi-line use, then Agent Desktop controls and
displays calls received on both the ACD and non-ACD extensions. To control any call in
the Agent Desktop contact appearance pane, select the call in the pane and then
perform the desired activity.
displays calls received on both the ACD and non-ACD extensions. To control any call in
the Agent Desktop contact appearance pane, select the call in the pane and then
perform the desired activity.
For both single and multi-line configurations, you must be logged in and in the Ready
state to receive an ACD call. You can be in any state to receive a non-ACD call. Your
agent state does not change when you receive a non-ACD call.
state to receive an ACD call. You can be in any state to receive a non-ACD call. Your
agent state does not change when you receive a non-ACD call.
Entering Phone Numbers
When dialing a phone number, you can use the following methods to enter the phone
number into the Name : Number field in the dial pad.
number into the Name : Number field in the dial pad.
■
Type the phone number on your PC keyboard
■
Select the numbers from the dial pad window
■
Select an existing number from the Recent Call List or a phone book
You can enter a number only, or you can enter a name and number. Use the format
name : number. You must include the colon and a space to separate the name from
the number.
name : number. You must include the colon and a space to separate the name from
the number.
When you enter the number, it doesn’t matter whether you include dashes,
parentheses, or spaces; only the numbers are read. Depending on how Agent Desktop
is configured, you might not have to include the local access or long-distance access
codes. Consult your administrator for information.
parentheses, or spaces; only the numbers are read. Depending on how Agent Desktop
is configured, you might not have to include the local access or long-distance access
codes. Consult your administrator for information.
In the following sections, whenever you are instructed to enter a number in the
Name : Number field, you can do so using any of these methods.
Name : Number field, you can do so using any of these methods.