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Cisco
Cisco Agent Desktop 8.5
Guia Do Utilizador
Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
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Contents
Name : Number Field 34
Dial Number as Entered Check Box 35
■
Handling Calls 36
Entering Phone Numbers 36
Answering a Call 36
Making a Call 37
Entering Touch Tones During a Call 37
Entering Touch Tones During a Consultative Call (Transfer or
Conference) 38
Transferring a Call 39
Making a Conference Call 39
■
Supervisor Involvement 41
Call Involvement 41
Browser Involvement 41
Agent State Involvement 41
■
Agent States 42
■
Using Chat 44
High-Priority Chat Message Task Button 47
■
Using Recording 48
■
Cisco Unified Outbound Dialer 49
Unified Outbound Dialer Toolbar 49
Customer Callback 52
■
Agent Real Time Displays 54
Display Status 54
Agent ACD State Log Display 55
Agent Detail Display 56
Agent Call Log Display 58
Skills Statistics Display 59
■
Using the Integrated Browser 61
Browser Toolbar 61
Accessing Work Sites 62
Accessing Other Websites 62
Dialing Hyperlinked Phone Numbers 63
Supervisor Intervention 63
Anterior
Próximo
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