Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Handling Calls
September 9, 2013
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3. At the IVR prompt, select the Touch Tones check box, then enter the required
digits and/or symbols using either the number pad or the keypad on the
PC keyboard. The appropriate tone is generated immediately after each digit
or symbol you enter.
PC keyboard. The appropriate tone is generated immediately after each digit
or symbol you enter.
4. When you are finished, clear the Touch Tones check box. The touch tones
function is disabled.
NOTE: The Touch Tones check box is automatically cleared when you
close the Transfer a Call or Conference a Call window.
close the Transfer a Call or Conference a Call window.
Transferring a Call
There are three types of transfers. These types are as follows:
■
Supervised transfer. This type of transfer is available to every Agent Desktop
user, and is triggered by clicking the Transfer button on the tooIbar. In this
type of transfer, you specify the number to which you want to transfer the
active call. You can either hang up before the third party answers, or stay on
the line and speak to the third party before actually transferring the call.
user, and is triggered by clicking the Transfer button on the tooIbar. In this
type of transfer, you specify the number to which you want to transfer the
active call. You can either hang up before the third party answers, or stay on
the line and speak to the third party before actually transferring the call.
■
Blind transfer. This type of transfer is available only if your administrator has
configured a task button with the blind transfer action. In this type of transfer,
the active call is transferred directly to a predefined phone number. Once you
click the blind transfer task button, the call is transferred to that number and
you are no longer connected to the call.
configured a task button with the blind transfer action. In this type of transfer,
the active call is transferred directly to a predefined phone number. Once you
click the blind transfer task button, the call is transferred to that number and
you are no longer connected to the call.
■
Single-step transfer. This type of transfer is available only if your administrator
has configured a task button with the single-step transfer action. In this type
of transfer, you specify the number to which you want to transfer the call.
Once you do that, the call is transferred directly to the third party and you are
disconnected from the call.
has configured a task button with the single-step transfer action. In this type
of transfer, you specify the number to which you want to transfer the call.
Once you do that, the call is transferred directly to the third party and you are
disconnected from the call.
NOTE: If failover occurs while transferring a call, the Dial Pad window
closes. You must end the call to the transfer recipient and initiate the
call again in order to transfer the call on hold.
closes. You must end the call to the transfer recipient and initiate the
call again in order to transfer the call on hold.
To transfer a call:
1. With a call active, click Transfer. The Transfer a Call window appears.
2. Enter the phone number to which you are transferring the call in the
Name : Number field.
3. Click Dial. When the phone rings, the Dial button is renamed Transfer.
4. Take one of the following actions:
■
Click Transfer when the phone starts ringing. The call is transferred and
you are disconnected from the call.
you are disconnected from the call.