Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Handling Calls
February 6, 2013
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To enter touch tones:
1. When prompted to enter numbers during a call, click Touch Tone. The number
pad appears (
2. Enter the required numbers and/or symbols, then click Done. The number
pad closes and you are returned to the CAD-BE interface.
Transferring a Call
The Transfer button on the toolbar enables you to make a supervised transfer to any
phone number. In this type of transfer, you specify the number to which you want to
transfer the active call. You can either hang up before the third party answers, or stay
on the line and speak to the third party before actually transferring the call.
phone number. In this type of transfer, you specify the number to which you want to
transfer the active call. You can either hang up before the third party answers, or stay
on the line and speak to the third party before actually transferring the call.
NOTE: If failover occurs while transferring a call, the Dial Pad window
closes. You must end the call to the transfer recipient and initiate the
call again in order to transfer the call on hold.
closes. You must end the call to the transfer recipient and initiate the
call again in order to transfer the call on hold.
To transfer a call:
1. With a call active, click Transfer. The Transfer a Call window appears.
2. Enter the phone number to which you are transferring the call in the
Name : Number field.
3. Click Dial. When the phone rings, the Dial button is renamed Transfer.
4. Take one of the following actions:
■
Click Transfer when the phone starts ringing. The call is transferred and
you are disconnected from the call.
you are disconnected from the call.
Figure 8.
Touch Tones number pad