Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
January 16, 2013
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barge-in
A feature in Supervisor Desktop that allows a supervisor to forcibly join an agent’s
call with a customer. It is a forced conference call.
call with a customer. It is a forced conference call.
bridged appearance
A situation in which two devices share the same phone number (for example, a
secretary whose phone can also answer the supervisor’s phone).
secretary whose phone can also answer the supervisor’s phone).
Browser and IP Phone Agent (BIPPA) Service
See Cisco Browser and IP Phone Agent (BIPPA) Service.
C
CAD-BE
Cisco Agent Desktop—Browser Edition. A Java applet version of Agent Desktop
that runs in a web browser.
that runs in a web browser.
call activity data
The information displayed Agent Desktop documenting the length of time a call is
at a particular type of device or agent within the call center.
at a particular type of device or agent within the call center.
call center
A location where calls are made and answered. A call center typically has
numerous agents and an automatic call distributor.
numerous agents and an automatic call distributor.
call control
The action of changing the state of a call, for instance, making, answering,
transferring, or dropping a call.
transferring, or dropping a call.
Call Control action
An action that performs a call control function triggered by an event meeting a
rule. Call control actions vary according to switch type.
rule. Call control actions vary according to switch type.
call history
See call activity data.
call log
The record of calls made and received by a desktop while running Agent Desktop.
call routing
The automatic sending of calls to the desired destination, such as an extension or
a queue.
a queue.