Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
240
January 16, 2013
administrator
The person who administers CAD. The administrator defines work flows and
teams, and the look and feel of the agent’s desktop.
teams, and the look and feel of the agent’s desktop.
agent
The person who interacts with customers in a contact center.
Agent Desktop
The Cisco desktop application used by a contact center agent to handle customer
calls.
calls.
agent state
An agent’s current ACD status. Possible statuses are Ready, Not Ready, Work
Ready, Work Not Ready, Reserved, Hold, Talking, and Logged Out.
Ready, Work Not Ready, Reserved, Hold, Talking, and Logged Out.
Agent State action
An action type that changes an agent’s ACD agent state.
Always on Top mode
A display mode in which the interface is always on top of all other windows and
does not minimize.
does not minimize.
Always Open mode
A display mode in which the interface is always visible, but might be hidden by
other open applications.
other open applications.
ANI
See automatic number identification.
area code
A 3-digit code designating a toll center in the United States and Canada.
array variable
A Unified ICM extended call context (ECC) variable that stores multiple pieces of
data.
data.
automatic call distributor (ACD)
Optional software that resides on the PBX. Its role is to monitor various
parameters within the system and call center and to intelligently route calls based
on that information.
parameters within the system and call center and to intelligently route calls based
on that information.
automatic number identification (ANI)
A series of digits at the front of a phone call that delivers the billing number (which
is not necessarily the phone number) of the caller.
is not necessarily the phone number) of the caller.