Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
September 2011
5
Cisco Agent Desktop—Browser Edition User Guide
Introduction
Cisco Agent Desktop—Browser Edition (CAD-BE) is a Java applet version of Cisco Agent
Desktop that runs in a web browser.
Desktop that runs in a web browser.
CAD-BE provides call control capabilities (such as call answer, hold, conference, and
transfer) and ACD state control (such as ready, not ready, and wrap-up). Customer
information is presented to the agent through an enterprise data pane. CAD-BE also
provides an integrated browser window so agents can view intranet, internet, and web
application pages as needed.
transfer) and ACD state control (such as ready, not ready, and wrap-up). Customer
information is presented to the agent through an enterprise data pane. CAD-BE also
provides an integrated browser window so agents can view intranet, internet, and web
application pages as needed.
NOTE: The look and feel of the CAD-BE interface depends on the
operating system of the PC on which CAD-BE is running. The
screenshots in this user guide show the CAD-BE interface as it
appears on Microsoft Windows XP.
operating system of the PC on which CAD-BE is running. The
screenshots in this user guide show the CAD-BE interface as it
appears on Microsoft Windows XP.
Intended Audience
This document is written for contact center agents who use CAD-BE on their
computers.
computers.
What’s New In This Release
CAD-BE 8.0 includes these new features:
■
Support for multiple lines on agent devices
■
Support for Join Across Lines (JAL) and Direct Transfer Across Lines (DTAL)
functionality
functionality
■
Localization in two additional languages: Polish and Turkish