Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Intercepting Calls
March 25, 2013
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Intercepting Calls
The Intercept feature enables you to intercept an agent’s ACD (and if enabled by the
administrator, non-ACD) phone conversation while disconnecting the agent from that
phone call. It is a forced transfer.
administrator, non-ACD) phone conversation while disconnecting the agent from that
phone call. It is a forced transfer.
NOTE: You can intercept a call only once.
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 cannot intercept if any of the following conditions are true:
■
The agent has the selected line on hold
■
You are already on another call
To intercept a phone call:
1. Select an agent call in the team view pane.
2. Click Intercept or choose Intervention > Intercept. The call is transferred to
you.
NOTE: 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.
call you 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 Agent Desktop, select the intercepted call from the contact appearance
pane, then click Drop.
pane, then click Drop.