Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Answer/Drop

Ctrl-A

Answers or drops a call.

Hold/Unhold

Ctrl-H

Puts a call on hold or takes it off hold.

Make Call

Ctrl-M

Displays the dial pad so that you can dial a call.

Conference

Ctrl-F

Puts a call on hold and adds other parties to it for a 
conference call.

Transfer

Ctrl-T

Puts a call on hold and transfers it to a third party.

Touch Tones

Ctrl-D

Sends touch tones during a call.  
Note: No audible tones are generated.

Login

Ctrl-L

Logs you into the ACD (alternates with Logout).

Logout

Ctrl-L

Logs you out of the ACD (alternates with Login).

Ready

Ctrl-W

Changes your state to Ready—you are available to receive 
ACD calls.

Not Ready

Ctrl-O

Changes your state to Not Ready—you are not available to 
receive ACD calls.

Work Ready

Ctrl-Y

Changes your state to Work Ready—you are in wrap-up 
work after a call and will be available to receive ACD calls 
after you’re finished.

Work Not 
Ready

Ctrl-Z

Changes your state to Work Not Ready—you are in 
wrap-up work after a call and will not be available to 
receive ACD calls after you’re finished.

Task Buttons

Alt-[number] (Enhanced and Premium only) Task buttons are configured 

to perform various functions by the administrator. There 
can be up to ten task buttons, and each button can have 
more than one function assigned to it. 

Chat

Ctrl-J

Initiates a chat session with another member of your team, 
your supervisor, or a member of a conference call. 

Real-Time 
Displays

Ctrl-Q

Displays the Agent Real-Time Displays window, where you 
can view your own call logs and statistics.

Show/Hide 
Contact Mgmt

Ctrl-G

Shows or hides the Contact Management pane.

Show/Hide 
Browser

Ctrl-B

(Premium only) Shows or hides the Integrated Browser 
pane.

Preferences

Ctrl-P

Displays the Preferences dialog box, where you can set the 
Agent Desktop window and team message behavior.

Help/About

Alt-Ctrl-H

Accesses the Help and the About window.

With a call active, click Transfer.

In the Name: Number field, enter the phone number that will receive the 
transferred call, and then click Dial.

For a supervised transfer, wait for the third party to pick up, then click 
Transfer. For a blind transfer, click Transfer while the phone is ringing.

With a call active, click Conference.

In the Name: Number field, enter the phone number of the person that you 
want to add to the conference call, and then click Dial.

Click Add to Conf. when the phone rings (for a blind conference) or after the 
person answers (for a supervised conference).

Repeat Steps 1–3 until all parties are added to the conference.

The Alternate function enables you to switch between two parties before transferring 
a call, or between a conference call and another party before adding that party to the 
conference.

To switch between two calls, before finalizing a supervised transfer or supervised 
conference, click Alternate.

On the toolbar, click Chat. The Chat Selection window opens, listing all the 
people that are available to chat.

Double-click the name of the person with whom you want to chat. A Chat 
Session window opens. 

Type your message in the text entry field. If you want your message to pop 
on the recipient’s screen, select the High priority check box.

Click Send or press Enter.