Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
1
Toolbar Buttons and Keyboard Shortcuts
Call Handling
Changing Your Agent State
Navigation and Other Functions
Icon Name
Shortcut Description
Answer/Drop
Ctrl+A
Answers or drops the selected call.
Hold/Unhold
Ctrl+H
Places the selected call on hold or takes it off hold.
Conference
Ctrl+F
Places the selected on hold and opens the Conference window.
Transfer
Ctrl+T
Places the selected on hold and opens the Transfer window.
Touch Tones
Ctrl+D
Opens the Enter Touch Tones window.
Icon Name
Shortcut Description
Login
Ctrl+L
Logs you into the ACD (alternates with Logout).
Logout
Ctrl+L
Logs you out of the ACD (alternates with Login).
Ready
Ctrl+W Changes your state to Ready, indicating that you are available to
receive ACD calls.
Not Ready
Ctrl+O
Changes your state to Not Ready, indicating that you are not available
to receive ACD calls.
to receive ACD calls.
Work Ready
Ctrl+Y
Changes your state to Work Ready, indicating that you will be
available to receive ACD calls after you finish wrap-up work.
available to receive ACD calls after you finish wrap-up work.
Work Not
Ready
Ready
Ctrl+Z
Changes your state to Work Not Ready, indicating that you will not
be available to receive ACD calls after you finish wrap-up work.
be available to receive ACD calls after you finish wrap-up work.
Icon Name
Shortcut
Description
Task1-10
Alt+1, Alt+2,
..., Alt+0
..., Alt+0
(Enhanced/Premium only) One to ten task buttons can be set up
to perform one or several functions by the administrator.
to perform one or several functions by the administrator.
Make Call
Ctrl+M
Opens a window from which you can dial a call.
Contact Mgmt Ctrl+G
Shows or hides the Contact Management panes.
Browser
Ctrl+B
(Enhanced/Premium only) Shows or hides the integrated browser
pane.
pane.
Help/About
Alt+Ctrl+H
Opens a menu listing the Help and About options.
—
Contact
Ctrl+S
Selects a contact in the Contact Appearance pane.
—
Caller Data
Ctrl+E
Selects a row in the Caller Data pane of Contact Management.
2
Common Tasks
Changing Your Agent State
To change your agent state, click the appropriate state button on your toolbar.
Buttons for invalid states will be disabled. If you change your agent state while on a
call (in the Talking state), your state will change after you hang up. The agent state
buttons indicate the state you clicked, not your current state.
Buttons for invalid states will be disabled. If you change your agent state while on a
call (in the Talking state), your state will change after you hang up. The agent state
buttons indicate the state you clicked, not your current state.
Using Reason Codes
When you change your state to Not Ready or log out, you may be prompted to select
a reason code. Reason codes are configured by your administrator, and describe the
reason you are changing your agent state.
a reason code. Reason codes are configured by your administrator, and describe the
reason you are changing your agent state.
When you are prompted to enter a reason code, select the appropriate code from the
Reason Codes window and click OK.
Reason Codes window and click OK.
Using Wrap-up Data Descriptions
When you change your state to Work Ready or Work Not Ready, you may be
prompted to select a wrap-up data description. Wrap-up data descriptions are
configured by your administrator, and describe the outcome of the call.
prompted to select a wrap-up data description. Wrap-up data descriptions are
configured by your administrator, and describe the outcome of the call.
When you are prompted to enter wrap-up data, select the appropriate description
from the Select Call Wrap-up window and click OK.
from the Select Call Wrap-up window and click OK.
Making a Call
Step 1
Click Make Call. The Make Call window opens.
Step 2
Enter a phone number in the Number field, then click Dial. The Make Call
window closes.
window closes.
Transferring a Call
Step 1
With a call active, click Transfer. The Transfer window opens.
Step 2
Enter a phone number in the Number field, then click Dial.
Step 3
Complete one of the following actions.
•
For a blind transfer, click Transfer when the phone starts ringing.
•
For a supervised transfer, wait for the phone to be answered. If you want
to place the new call on hold and pick up the original call, click
Alternate. Then click Transfer.
to place the new call on hold and pick up the original call, click
Alternate. Then click Transfer.