Cisco Cisco Agent Desktop 8.5 Referências técnicas

Logging in is the only task in IP Phone Agent that requires you to enter data.

Press the Services button on your IP phone.

The screen of your IP phone displays the Services menu.

Choose IP Phone Agent from the menu.

The IP Agent Login screen appears, as shown below.

Your display may differ from this display, depending on how your IP 
phone was set up by your system administrator.

Using the number pad on your IP phone, enter your agent ID, password, and 
phone extension in the appropriate fields.

Use the scroll key to move from field to field. If you make a mistake, use the << 
soft key to delete your entries one character at a time.

The IP Phone Agent Login Screen is configured to accept both letters 
and numbers. When you press a number key, a menu appears that shows 
that number and its corresponding letters. (For example, if you press the 
4 key, you see a menu that includes g, h, i, 4, G, H, and I.) Press the 
number key until you highlight the correct character. When you stop 
pressing the key, your choice appears in the field.

Press the Submit soft key to log in.

You are now logged into the IP Call Center (IPCC) server. You are automatically 
set in the Not Ready agent state.

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IP Agent Login

Enter agent information.

Submit

Cancel

Agent ID:

Password:

Agent Ext:

<<

You change agent state by selecting the appropriate state from the IP Phone Agent menu. 
The menu you see displays only the states available from your current state.

Your current agent state is always noted on the bottom line of the IP Phone Agent screen.

When you answer a call, the IP Phone Agent screen displays call information. This screen 
displays the number from which the incoming call is made, and shows a timer that 
measures the duration of the call.

To change your agent state while on a call, redisplay the IP Phone Agent screen, and then 
change the agent state:

Press the Services button on your IP phone.

The Services menu appears.

Choose IP Phone Agent from the menu.

The agent state menu appears.

Select the appropriate agent state.

When you change agent state while on a call, the agent state shown on 
your screen does not change. Your screen continues to show Talking as 
your state, even after you terminate the call. To display the correct agent 
state after terminating a call, press the Services button, then select IP 
Phone Agent to redisplay the IP Phone Agent screen.

IP Phone Agent can be configured by your system administrator so that you are required 
to enter descriptive reason codes when you change to the Not Ready state or log out. 
These codes are set up by your system administrator and are customized for your contact 
center.

Whenever you change to the Not Ready state or log out, you are prompted to enter a 
reason code.

To enter a reason code, choose the appropriate reason code from the menu.

Skills statistics are available for viewing whenever you are logged into IP Phone Agent. 
The display is configured by your system administrator and can show two statistics. 

To display skills statistics, press the Stats soft key.