Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Agents have several lists of phone numbers available to them:

■

The Recent Call List, a dynamic list of up to 100 recently called phone 
numbers kept by Agent Desktop

■

A personal phone book with unlimited entries, created and maintained by the 
agent (and enabled/disabled by the system administrator)

■

Up to 256 global phone books, each with unlimited entries, created by the 
system administrator with the global Phone Book function

■

Work flow group phone books, created by the system administrator with the 
work flow group Phone Book function

Global phone books are created and maintained using the Phone Book node under 
the Work Flow Configuration node. Work flow group phone books are created and 
maintained using the Phone Book node under the specific work flow group’s node 
(see 

The global Phone Book window (see 

Figure 36, left

) enables you to set up and 

manage the global phone books that are shared by all agents, and to disable all 
phone books or just personal phone books. 

Global phone book node

Work flow group phone book node