Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
18
June 2007
If you want to configure a browser home page, select the Browser node in the
left pane and enter the URL of the web page you want to appear by default in
the browser in the URL field in the right pane.
left pane and enter the URL of the web page you want to appear by default in
the browser in the URL field in the right pane.
7. Click Apply to save your configuration.
Agent Tree
The Agent tree displays all agents and supervisors on the selected team who are
currently logged in. The icon next to the agent’s name indicates which agent state the
agent is in.
currently logged in. The icon next to the agent’s name indicates which agent state the
agent is in.
NOTE: CAD-BE agents may close CAD-BE without logging out. If this is
the case, they will continue to appear in the Agent tree for
approximately 20 minutes. After 20 minutes they are logged out
automatically by the system if they were in a non-Talking agent state
when they closed CAD-BE. If they were in the Talking state, they will
not be logged out but will continue to appear in the Agent tree.
the case, they will continue to appear in the Agent tree for
approximately 20 minutes. After 20 minutes they are logged out
automatically by the system if they were in a non-Talking agent state
when they closed CAD-BE. If they were in the Talking state, they will
not be logged out but will continue to appear in the Agent tree.
Formatting Agent Names in the Agent Tree
The Preferences dialog box also enables you to control how agent names are
displayed in the Agent tree.
displayed in the Agent tree.
An agent can be identified by one or all of the following:
■
Name
■
Extension
■
Application used by the agent (CAD, CAD-BE, or IPPA)
■
Type of agent (mobile)
At least one of these must be selected to identify an agent in the Agent tree.
If all options are selected, the information in the Agent tree appears as follows:
Jane Smith x1500 CAD-BE
John Doe x1000 CAD 6125551234 (Mobile)
In this example:
■
Jane Smith is a CAD-BE agent. The number displayed is her extension.
■
John Doe is a mobile agent. The number displayed as the extension is the CTI
port the agent is connected to when logging in, and the 10-digit phone
number is the number of the phone device the agent is using to handle calls.
port the agent is connected to when logging in, and the 10-digit phone
number is the number of the phone device the agent is using to handle calls.