Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Using Chat
June 2007
45
Using Chat
Chat allows you to send instant messages to agents on your team and to other
supervisors. You initiate a chat session by clicking the Chat button on the toolbar.
supervisors. You initiate a chat session by clicking the Chat button on the toolbar.
NOTE: You cannot chat with CAD-BE or IP Phone agents.
Chat Features
■
You can chat with agents who are logged out of the ACD as long as their Agent
Desktop interface is open.
Desktop interface is open.
■
You can participate in multiple concurrent chat sessions.
■
You can send the same chat message to multiple recipients (their replies, if
any, appear in separate chat windows, one for each person).
any, appear in separate chat windows, one for each person).
■
The Chat Session window’s title bar displays the name of the person with
whom you are chatting.
whom you are chatting.
■
High priority chat messages pop on your screen so they are immediately
noticed, while normal priority chat messages are minimized and flash on your
Windows task bar.
noticed, while normal priority chat messages are minimized and flash on your
Windows task bar.
■
Chat logs are available as long as the Chat Session window is open. Once you
close the window, the log is lost.
close the window, the log is lost.
■
Chat logs are in chronological order, with the oldest messages at the top of
the log pane.
the log pane.
To initiate a chat session:
1. On the toolbar, click the Chat button.
The Chat Selection window is displayed (see
).
Figure 21.
Chat Selection window