Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Agent Desktop User Guide

December 4, 2012

Reject Close (Alt+Shift+U)

The system rejects the current call and closes the
record so it will not be called again.

Skip (Alt+Shift+S)

The system skips the current call and presents you
with another customer call.

Skip Close (Alt+Shift+T)

The system skips the current call and closes the
record so it will not be called again.

Skip-Next (Alt+Shift+K)

The system skips the call and displays a menu of
these options:

• Wrong Number (Alt+Shift+W): the agent is

informed that the number called is a wrong
number. After the call terminates, the system
calls other customer phone numbers

• Not Home (Alt+Shift+N): the agent is informed

that the customer is not home. After the call
terminates, the system calls other customer
phone numbers

Callback (Alt+Shift+C)

Displays the Callback Properties dialog box
(

Figure 21 on page 52

). This dialog box enables

you to set a date and time to call back the
customer. Callback is enabled only if you are in a
talking or wrap-up state on an Unified Outbound
Dialer call.

Reclassify (Alt+Shift+Q)

Displays a menu that enables you to reclassify a
customer phone number as:

• Voice (Alt+Shift+V)

• Answering Machine (Alt+Shift+M)

• Fax/Modem (Alt+Shift+F)

• Invalid Number (Alt+Shift+I)

Table 14.

Unified Outbound Dialer toolbar buttons and their functions (cont’d)

Icon Name, shortcut, and description

DPrev Pred Prev Prog