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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
■
Introduction 5
Intended Audience 5
What’s New In This Release 5
■
CAD-BE Feature Levels 6
■
Configuring Cisco IP Communicator 7
■
Logging in Using Agent Desktop 8
Logging in as a Local Agent 8
Logging in as a Mobile Agent 10
Login Notes 12
Access Through a VPN From Behind a NAT Firewall or Router 13
■
Logging Out 14
■
CAD-BE Interface 15
Toolbar Buttons and Shortcut Keys 16
Contact Appearance Pane 18
Contact Management Pane 19
Enterprise Data 19
Call Activity 19
Integrated Browser Pane 20
■
Dial Pad Window 21
■
Handling Calls 22
Entering Phone Numbers 22
Answering a Call 22
Making a Call 22
Entering Touch Tones During a Call 23
Transferring a Call 24
Making a Conference Call 24
■
Supervisor Involvement 26
Call Involvement 26
Browser Involvement 26
Agent State Involvement 26
■
Agent States 27
■
Using the Integrated Browser 29
Accessing Work Sites 29
Accessing Other Websites 29
Anterior
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