Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
1
Logging In
Logging in is the only task in IP Phone Agent that requires you to enter data.
Step 1
Press the Services button on your IP phone to display the Services menu.
Step 2
Choose the IP Phone Agent service from the menu (the service name depends
on how it is set up by your system administrator). The Agent Login screen
appears.
on how it is set up by your system administrator). The Agent Login screen
appears.
Step 3
Enter your agent ID (or your agent name, if Name is shown instead of ID),
password, and phone extension in the appropriate fields.
password, and phone extension in the appropriate fields.
Use the scroll key to move from field to field. If you make a mistake, use the
<< soft key to delete your entries one character at a time.
<< soft key to delete your entries one character at a time.
Note
The IP Phone Agent Login Screen may be configured to accept both
letters and numbers. When you press a number key, a menu appears
that shows that number and its corresponding letters. (For example,
if you press the 4 key, you see a menu that includes g, h, i, 4, G, H,
and I.) Press the number key until you highlight the correct
character. When you stop pressing the key, your choice appears in
the field.
letters and numbers. When you press a number key, a menu appears
that shows that number and its corresponding letters. (For example,
if you press the 4 key, you see a menu that includes g, h, i, 4, G, H,
and I.) Press the number key until you highlight the correct
character. When you stop pressing the key, your choice appears in
the field.
Step 4
Press the Submit soft key to log in to the ACD. You are automatically set in
the Not Ready agent state.
the Not Ready agent state.
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IP Phone Agent Screen
Time and date
Screen title
Menu option
Soft key
definitions
definitions
Primary extension
Status line
3
Common Tasks
Change Agent State
Change agent state by pressing the State soft key and selecting the appropriate state
from the Change State screen. The menu you see displays only the states available
from your current state. Your current agent state is always noted on the bottom line
of the screen.
from the Change State screen. The menu you see displays only the states available
from your current state. Your current agent state is always noted on the bottom line
of the screen.
To change agent state during a call, first press the Stats soft key, and from the Skill
Stats screen, press the State soft key.
Stats screen, press the State soft key.
Note
When you change agent state while on a call, the agent state shown on the
screen does not change. Your screen continues to show Talking as your state.
As soon as you complete the call your new state will be displayed.
screen does not change. Your screen continues to show Talking as your state.
As soon as you complete the call your new state will be displayed.
Enter a Reason Code
Whenever you change to the Not Ready state or log out, you might be prompted to
enter a reason code. These codes are set up by your administrator.
enter a reason code. These codes are set up by your administrator.
To enter a reason code, choose the appropriate reason code from the menu.
Enter Wrap-Up Data
Whenever you change to the Work Ready or Work Not Ready state, you might be
prompted to enter wrap-up data. The wrap-up data descriptions are set up by your
administrator.
prompted to enter wrap-up data. The wrap-up data descriptions are set up by your
administrator.
To enter wrap-up data, choose the appropriate wrap-up data description from the
menu.
menu.
View Skills Statistics
Skills statistics are available for viewing whenever you are logged into IP Phone
Agent. The skills statistics displayed are set up by your administrator.
Agent. The skills statistics displayed are set up by your administrator.
To display skills statistics, press the Stats soft key.
View Caller Data
Caller data is displayed when a call rings on your phone and during the call. The type
of data displayed on the Caller Data screen is determined by your administrator.
of data displayed on the Caller Data screen is determined by your administrator.
To display caller data, press the CData soft key.
Record a Call (Enhanced and Premium Only)
If enabled by your administrator, you can record any call you receive on your IP
phone. You cannot listen to any recording you make, only a supervisor can.
phone. You cannot listen to any recording you make, only a supervisor can.