Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop—Browser Edition User Guide
28
February 6, 2013
Making a Call
You must be in the Not Ready state to make a call. The Make Call button is disabled
when you are in the Ready state.
when you are in the Ready state.
To make a call:
1. Click Make Call. The Make Call window appears.
2. Enter a number in the Number field.
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.
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 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.
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 might require you to send touch tones during a call. For example,
while accessing an Interactive Voice Response (IVR) system, you might be prompted to
enter one or more numbers indicating a menu choice or an account number.
while accessing an Interactive Voice Response (IVR) system, you might 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.
Touch Tones window.