Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Agent Desktop—Browser Edition User Guide

16

March 25, 2013

Toolbar Buttons and Shortcut Keys

The toolbar contains buttons for call control and for functions not related to a specific 
customer contact, such as:

■

Logging in and out

■

Changing your agent state

■

Configuring the appearance of the CAD-BE interface

■

Starting and stopping call recordings (if task buttons are configured to 
perform these functions by your administrator)

Buttons on the toolbar are disabled if they control a function that is unavailable in your 
current situation. For example, if you have placed a call on hold, all other call control 
buttons are disabled. When you take the call off hold, the other call control buttons 
are enabled again. To view the name of a button, move the cursor over the button 
icon.

NOTE:  If your contact center is using the Enhanced or Premium CAD 
package, your toolbar can be configured by your administrator, and 
may contain different buttons than those listed below. 

The following tables list the toolbar buttons and shortcut keys that you can use in 
CAD-BE.

 lists the toolbar buttons and shortcut keys for handling calls.

Table 2. 

Call handling toolbar buttons and shortcut keys 

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 call on hold and opens the 
Conference window.

Transfer

Ctrl+T

Places the selected call on hold and opens the 
Transfer window.

Touch Tones

Ctrl+D

Opens the Enter Touch Tones window.

Make Call

Ctrl+M

Opens a window from which you can dial a call.