Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Intercepting Calls
June 2007
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Intercepting Calls
The Intercept feature enables you to intercept a phone call while disconnecting the
agent from that phone call. It is a forced transfer.
agent from that phone call. It is a forced transfer.
NOTE: You can intercept a call only once per supervisor.
If notification is enabled, the agent sees a message that you are attempting to
intercept the phone call, then sees a further message when the interception is
successful.
intercept the phone call, then sees a further message when the interception is
successful.
When you use the Intercept feature, voice monitoring is disabled. You can, however,
record calls.
record calls.
You can’t intercept if:
■
The agent is on hold
■
The agent is on two calls
■
You are already on another call
To intercept a phone call:
1. Select an agent call in the team view pane.
2. Click the Intercept button or choose Intervention > Intercept.
The call is transferred to you.
If you are intercepting a conference call you are on, the agent call you
selected in the team view pane is dropped from the conference call, and all
other participants in the conference call remain connected.
selected in the team view pane is dropped from the conference call, and all
other participants in the conference call remain connected.
To drop the intercepted call:
■
In Cisco Agent Desktop, select the intercepted call from the dashboard and
then click Drop.
then click Drop.