Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Handling Calls

February 6, 2013

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Handling Calls

When logged in to CAD-BE, you can use CAD-BE, a hard IP phone, or IP Communicator 
to handle phone calls. The procedures in this section assume you use the CAD-BE 
interface to handle calls.

Single-line vs. Multi-line Configurations

If your system is configured for single line use, then CAD-BE controls and displays only 
ACD calls. You cannot answer non-ACD calls with CAD-BE; these calls will not appear in 
the contact appearance pane and must be answered using your hard IP phone or 
IP Communicator.

If your system is configured for multi-line use, then CAD-BE controls and displays calls 
received on both the ACD and non-ACD extensions. To control any call in the CAD-BE 
contact appearance pane, select the call in the pane and then perform the desired 
activity.

For both single and multi-line configurations, you must be logged in and in the Ready 
state to receive an ACD call. You can be in any state to receive a non-ACD call. Your 
agent state does not change when you receive a non-ACD call.

Entering Phone Numbers

When dialing a phone number, you can use the following methods to enter the phone 
number into the Number field in the dial pad.

■

Type the phone number on your PC keyboard

■

Select the numbers from the dial pad window

When typing a phone number, do not include spaces, dashes, or parentheses. CAD-BE 
accepts only numbers in the Number field.

In the following sections, whenever you are instructed to enter a number in the 
Number field, you can do so using either of these methods.

Answering a Call

■

Click Answer. 

■

Click Drop.