Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop—Browser Edition User Guide
26
September 2011
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.
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.
Figure 8.
Touch Tones number pad