Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide
24
December 4, 2012
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.
Table 9.
Contact Appearance fields
Field
Always
Visible?
Description
State
Yes
The current state of the contact.
Duration
No
The length of the phone call.
Calling#
No
The number of the originating device.
Called#
No
The number of the destination device.
Alerting#
No
The number of the ringing device.
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.
Figure 6.
Contact Management pane