Cisco Cisco Agent Desktop 9.0 用户指南
Call Flows
June 19, 2003
5
Using a Reason Code
In this example, you’re handling a call but you are scheduled to take a break as
soon as the call terminates. Your system administrator has configured IP Phone
Agent to require the use of reason codes.
soon as the call terminates. Your system administrator has configured IP Phone
Agent to require the use of reason codes.
1. A call is routed to you by the ACD server.
Your IP phone rings and displays information about the incoming call on
the Enterprise Data screen.
the Enterprise Data screen.
2. You answer the phone.
Your IP phone displays the Enterprise Data screen again.
3. As you handle the call, you keep in mind that your next agent state is Not
Ready because you are scheduled for a break.
4. Before you hang up, you change your agent state to Not Ready.
To change your agent state, you press the Services button on your phone,
then select IP Phone Agent, and then choose the Not Ready state from the
menu. IP Phone Agent displays the Reason Code screen.
then select IP Phone Agent, and then choose the Not Ready state from the
menu. IP Phone Agent displays the Reason Code screen.
5. You select the appropriate reason code from the menu to explain why
you’re changing to the Not Ready state.
6. The call ends and you hang up.
IP Phone Agent shows your current agent state as Not Ready and does
not route any calls to you until you come back from break and set your
state to Ready.
not route any calls to you until you come back from break and set your
state to Ready.
Using Wrapup Data
In this example, your system administrator has configured IP Phone Agent to
require that you enter wrapup data at the end of a routed call.
require that you enter wrapup data at the end of a routed call.
1. A call is routed to you by the ACD server.
Your IP phone rings and displays information about the incoming call on
the Enterprise Data screen.
the Enterprise Data screen.
2. You answer the phone.
Your IP phone displays the Enterprise Data screen again.
3. You handle the call. Before hanging up, you change your agent state to
Work Ready or Work Not Ready.
To change your agent state, you press the Services button on your phone,
then select IP Phone Agent, and then choose the Work Not Ready or
Work Ready state from the menu.
then select IP Phone Agent, and then choose the Work Not Ready or
Work Ready state from the menu.
4. The call ends and you hang up.
IP Phone Agent displays the Wrapup Data screen.