Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
160
November 19, 2013
3. Click Save to save the changes.
Configuring Non-ACD Calls (Multiline) Settings
A call is defined as an ACD call if it meets one or more of the following criteria:
■
The call is assigned to an agent from a voice CSQ
■
At least one of the participants of the call is using an ACD line
■
The call is transferred from an ACD line
■
The call is conferenced with an ACD call to any other line
All other calls are considered non-ACD calls by the system and appear in Agent
Desktop and CAD-BE if your system is configured to display them.
Desktop and CAD-BE if your system is configured to display them.
With multi-line settings enabled, an agent’s phone supports one ACD line and up to
three non-ACD lines. You can configure the non-ACD calls settings so that agents and
supervisors can perform all general operations with the non-ACD calls (for example,
answering, transferring, and conferencing).
three non-ACD lines. You can configure the non-ACD calls settings so that agents and
supervisors can perform all general operations with the non-ACD calls (for example,
answering, transferring, and conferencing).
You can enable or disable the following functions on inbound non-ACD calls:
■
Agent and supervisor call display and call control actions
■
Supervisor call monitoring and recording
■
Supervisor call barge-in and intercept
Non-ACD call settings should be configured in all the three locations: Unified CCE
Configuration Manager PG Explorer, on the CTI OS server, and Cisco Desktop
Administrator.
Configuration Manager PG Explorer, on the CTI OS server, and Cisco Desktop
Administrator.
Call Display
The non-ACD call display setting is configured in Unified CCE Configuration Manager
Peripheral Gateway Explorer. The default setting is to display only ACD calls in Agent
Desktop, Supervisor Desktop, and CAD-BE.
Peripheral Gateway Explorer. The default setting is to display only ACD calls in Agent
Desktop, Supervisor Desktop, and CAD-BE.
If you want to display non-ACD calls in these applications and allow agents and
supervisors to perform call control actions on them, you need to change the value of
supervisors to perform call control actions on them, you need to change the value of
Notify Recording
Select this check box to enable agent
notification for recording.
notification for recording.
If enabled, the agents get notification messages
stating that the supervisor is recording their ACD
calls (and if configured, non-ACD calls).
stating that the supervisor is recording their ACD
calls (and if configured, non-ACD calls).
Field
Description