Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Cisco Supervisor Desktop User Guide

42

March 25, 2013

Using Chat

Chat enables you to send instant messages to agents on your teams and other 
supervisors. In addition, if your configuration includes Cisco Unified Presence Server, 
you may be able to send instant messages to non-agents who are using Unified 
Presence Client.

With the integration of Cisco Unified Presence Server in CAD 7.6, the Chat Selection 
window has changed in the following ways.

■

Subject matter experts (non-agents) are now accessible from this window

■

Additional information about ACD state includes: 

— Icons representing ACD states appear to the left of agent names

— ACD state names appear to the right of agent names (for example, 

Not Ready)

■

Additional information about Unified Presence status includes: 

— Icons representing Unified Presence status appear to the left of 

agent names

— Unified Presence status labels are displayed to the right of 

non-agent names

In addition, the Chat Selection window also provides menu access to the following call 
handling functions:

■

Making a call

■

Transferring a call

■

Initiating a conference call

NOTE:  You cannot chat with Cisco Agent Desktop—Browser Edition 
(CAD-BE) agents or IP Phone agents.

Some Chat features include:

■

You can send the same chat message to multiple recipients (their replies, if 
any, appear in separate chat windows, one for each person).

■

You can participate in multiple concurrent chat sessions.

■

The title bar of the Chat window displays the name of the person with whom 
you are chatting.

■

If you flag a chat message as high priority, the Chat window will pop on the 
other person’s screen so the message will be noticed immediately.