Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Using Chat

September 9, 2013

Using Chat

Chat enables you to send instant messages to your teammates and supervisors. In
addition, if your configuration include Cisco Unified Presence Server, you might be
able to send instant messages to non-agents who are using Unified Presence Client.

NOTE: You cannot chat with agents who are logged into Cisco Agent
Desktop—Browser Edition (CAD-BE).

NOTE: If you don’t have the Chat button on your toolbar, then your
administrator has configured Agent Desktop so that you cannot
initiate a chat session. However, you still can respond to incoming
chat messages.

NOTE: If you log out during a chat, your copy of the chat log is lost, the
current Chat window closes, and a new Chat window opens so you
can continue communicating. The entire chat log is still present in the
other party’s Chat window.

Some Chat features include:

■

A chat session is between you and one other party.

■

You can participate in multiple concurrent chat sessions.

■

The title bar of the Chat window displays the name of the person with whom
you are chatting.

■

If you flag a chat message as high priority, the Chat window will pop on the
other person’s screen so the message will be noticed immediately.

■

If the priority of a chat message is normal (the default), the Chat window will
remain in its current state (open or minimized) and the corresponding icon
will flash on your Windows task bar.

■

A log of the chat messages sent between you and your chat partner (chat
history) is available as long as the Chat window is open. After you close the
Chat window, the log is deleted.

■

Chat history is in chronological order, with the oldest messages at the top of
the log pane.

■

You can send and receive chat messages even if you are logged out of the
ACD, as long as Agent Desktop remains open.