Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Handling Calls
September 9, 2013
45
NOTE: If failover occurs while conferencing a call, the Dial Pad
window closes. You must end the call to the conference recipient and
initiate the call again in order to complete the conference.
window closes. You must end the call to the conference recipient and
initiate the call again in order to complete the conference.
To make a conference call:
1. With a call active, click Conference. The Conference a Call window appears.
2. Enter the phone number of the person you want to add to the call in the
Name : Number field.
3. Click Dial. When the phone rings, the Dial button changes to the Add to Conf.
button.
4. Take one of the following actions:
■
Click Add to Conf. when the phone starts ringing. The third party is added
to the conference.
to the conference.
■
Wait for the phone to be answered, then announce the conference. Click
Add to Conf to add the person to the conference.
Add to Conf to add the person to the conference.
If you opt to announce the conference, you can click Alternate to switch
between the two calls. The party to whom you are not talking is placed on
hold.
between the two calls. The party to whom you are not talking is placed on
hold.
5. To add more people to the conference call, repeat Steps 1 to 4 for each
person.
NOTE: The upper limit on the number of participants on a conference
call is determined by settings in Cisco Unified Communications
Manager (Unified CM). Ask your supervisor for the maximum that is
configured for your contact center.
call is determined by settings in Cisco Unified Communications
Manager (Unified CM). Ask your supervisor for the maximum that is
configured for your contact center.
To conference a call using the blind conference action:
■
With a call active, click the task button assigned to the blind conference
action. The predefined phone number is conferenced directly into your call.
action. The predefined phone number is conferenced directly into your call.
To make a conference call using the single-step conference action:
1. With a call active, click the task button assigned to the single-step conference
action. The Conference a Call window appears.
2. Enter the phone number you want to conference into the phone call in the
Number field and click Add to Conf. The phone number is conferenced directly
into your call.
into your call.