Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Handling Calls

July 2008

23

3. Click Dial.

NOTE:  If you are a mobile agent using Call by Call mode, your phone 
rings before the destination phone does when you place an outbound 
call. You must answer your own phone first, and then the destination 
phone rings.

NOTE:  If you are a mobile agent and and make a call to a busy phone, 
you will not hear a busy tone, just silence or on-hold music. However, 
the contact appearance pane displays the Busy state.

Entering Touch Tones During a Call

Some situations may require you to send touch tones during a call. For example, while 
accessing an Interactive Voice Response (IVR) system, you may be prompted to enter 
one or more numbers indicating a menu choice or an account number.

You can send touch tones during a call by clicking the appropriate buttons in the 
Touch Tones window.

1. When prompted to enter numbers during a call, click Touch Tone. The number 

pad appears (

2. Enter the required numbers and/or symbols, then click Done. The number 

pad closes and you are returned to the CAD-BE interface.

Figure 6. 

Touch Tones number pad