Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
CAD-BE Interface
February 6, 2013
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CAD-BE interface so a screen reader can read the text.
Contact Appearance Pane
The contact appearance section displays data about the agent’s current call
appearances. There can be more than one call appearance in the section. For
example, you might have one call on hold and one active call—both will be displayed.
appearances. There can be more than one call appearance in the section. For
example, you might have one call on hold and one active call—both will be displayed.
Single vs. Multi-Line Contact Displays
Depending on how the system is configured, CAD-BE can display either ACD calls only
or both ACD and non-ACD calls.
or both ACD and non-ACD calls.
■
ACD calls only (single line configuration). Your phone has one or more
extensions, but only calls designated as ACD calls will appear in the contact
appearance pane.
extensions, but only calls designated as ACD calls will appear in the contact
appearance pane.
■
Both ACD and non-ACD calls (multi-line configuration). Your phone has more
than one extension and both ACD and non-ACD calls will appear in the contact
appearance pane. CAD-BE supports one ACD extension and up to three
non-ACD extensions.
than one extension and both ACD and non-ACD calls will appear in the contact
appearance pane. CAD-BE supports one ACD extension and up to three
non-ACD extensions.
The contact appearance pane can display up to nine fields. The State field will always
be present; the other eight fields are configurable by the administrator.
be present; the other eight fields are configurable by the administrator.
Table 5.
Main window screen reader shortcut keys
Shortcut
Description
Ctrl+E
Selects a row in the Enterprise Data portion of the Contact
Management pane.
Management pane.
Ctrl+S
Selects a contact in the Contact Appearance pane.
JAWSKEY+Ctrl+n
Reads the column header along with its value, where n is the
desired column number.
desired column number.
For example, the call contact appearance pane in Agent
Desktop can be announced as “State: Connected, Calling
Number: 1114, Called Number 1194.” For such an
announcement, you must press JAWSKEY+Ctrl+1 to
announce the State column header, JAWSKEY+Ctrl+2 to
announce the Calling Number column header, and
JAWSKEY+Ctrl+3 to announce the Called Number column
header and their respective values.
Desktop can be announced as “State: Connected, Calling
Number: 1114, Called Number 1194.” For such an
announcement, you must press JAWSKEY+Ctrl+1 to
announce the State column header, JAWSKEY+Ctrl+2 to
announce the Calling Number column header, and
JAWSKEY+Ctrl+3 to announce the Called Number column
header and their respective values.