Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

April 2011

5

Cisco IP Phone Agent User Guide

Introduction

This document is written for contact center agents who use the IP Phone Agent 
service on IP phones when handling customer calls.

Cisco IP Phone Agent is a service added to your Cisco IP phone. It allows you to do the 
following tasks:

■

Log in and log out of the Automatic Call Distributor (ACD)

■

View enterprise data when receiving a call

■

View skills statistics

■

Change your agent state

■

Enter a reason code when changing your state

■

Enter wrap-up data after handling an ACD call

■

Record a customer call (Enhanced and Premium versions only)

IP Phone Agent keeps track of your agent state and the state of your phone. It 
presents menus to you that display only the agent states available to you at a given 
time.

What’s New in This Version

This version of Cisco IP Phone Agent includes the following new features:

■

Support for multiple lines on agent devices

■

Localization in Finnish

Hardware and Software Environment

For information about the hardware and software that is supported by IP Phone Agent, 
see the Cisco CAD Installation Guide.