Cisco Cisco Unified CRM Connector 8.0 用户指南
Controlling your session
Use Agent State in the upper left (area 1 Figure 2-1) of the Contact Center
workplace to set and view your session work modes. Figure 2-2 shows a
detail of the Agent State section for a logged in agent. It shows functional
areas;
workplace to set and view your session work modes. Figure 2-2 shows a
detail of the Agent State section for a logged in agent. It shows functional
areas;
• The settings link opens a text box that shows your current session
information.
• The Channel button allows you to select the current active work
channel. Currently only phones (CTI) are supported; a future release
will add e-mail.
will add e-mail.
• The workmode section controls your ACD work modes. It has three
functions:
o
Use the Login/Logout buttons to log into and out of the ACD.
o
The work state display shows your current work mode.
o
Use the Workmode buttons to set your work mode: Ready, Work
Ready, Work Not Ready and Not Ready.
Figure 2-2: Agent State
Work mode state buttons:
Work Mode Control
Log in / log out
Set / view work status
Set / view work status
CTI = Phone
Select channel
Solid green – ready
Part green – work ready
Yellow – work not ready
Red - not ready
Part green – work ready
Yellow – work not ready
Red - not ready
View session
information
information
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