Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Handling Calls
September 2011
25
Handling Calls
You can use the CAD-BE interface, a hard IP phone, or IP Communicator to handle
phone calls. This section assumes you are using the CAD-BE interface.
phone calls. This section assumes you are using the CAD-BE interface.
NOTE: If you are logged in as a mobile agent, you must use the
CAD-BE interface to handle calls.
CAD-BE interface to handle calls.
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.
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.
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.
Number field, you can do so using either of these methods.
Answering a Call
You can receive ACD and non-ACD calls through CAD-BE. You must be logged in and be
in the Ready state to receive an ACD call. You can be in any state to receive a non-ACD
call.
in the Ready state to receive an ACD call. You can be in any state to receive a non-ACD
call.
To answer a call:
■
Click Answer.
To terminate a call:
■
Click Drop.
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.