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Call Center (VoIP) - Agent User Guide

This article explains basic functions of the Cisco Agent Desktop for Cisco Unified Contact Center Express, including logging in and out, handling calls, and agent states.

Click this link for a quick reference guide.

The attached Word document will provide instructions for Call Center agents or staff in using the Call Center features through Cisco Unified Contact Center Express.

Cisco Agent Desktop for Cisco Unified Contact Center Express (UCCX) is a CTI application that allows the user to interact with their Cisco VoIP phone to perform Agent functions. The functions include but are not limited to Login/Logoff, Call Handling, and ACD State. If you require any further assistance beyond this article, please contact IT Services.

Accessing the System

Understanding the Interface

Agent States

Answering/Terminating Calls

Making Calls

Hold/Conference/Transfer

Logging Off


Accessing the System

Once the Cisco Agent Desktop or CAD has been installed and configured on your computer, you should be able to launch the desktop application which will bring you to the Login popup window.

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ID: Enter your ID (CNet or UCHAD)
Password: Enter your Password (CNet or UCHAD)
Extension: Enter your Extension (ACD Agent)
Click Ok.

Understanding the Interface

The interface has several parts the toolbar, contact management windows, and integrated browser. The toolbar allows quick access to functions. End users can also perform agent functions using shortcut keys. See the table below for a list of the operations the toolbar icon and the shortcut key.

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Button

Name

Shortcut Key

Description

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Answer/Drop

Ctrl-A

Answers or drops the selected call.

Hold/Unhold

Ctrl-H

Places the selected call on hold or retrieves it.

Conference

Ctrl-F

Puts selected call on hold and adds other parties.

Transfer

Ctrl-T

Puts a selected call on hold and transfers

Touch Tones

Ctrl-D

Sends touch tones during and active call

Login

Ctrl-L

Logs you into ACD

Logout

Ctrl-L

Logs you out of ACD

Ready

Ctrl-W

Changes state to Ready to allow incoming ACD calls

Not Ready

Ctrl-O

Changes state to Not Ready not allowing incoming ACD calls

Work Ready

Ctrl-Y

Changes state to Work Ready. Allowing calls and indicates you are finishing some wrap up and will be ready.

Work Not Ready

Ctrl-Z

Changes state to Work Ready. Not allowing calls and indicates you are finishing some wrap up and will be not ready.

Task Buttons

Alt-[Button Number]

Task Buttons are configured by the administrator and run programmed tasks or macros.

Make Call

Ctrl-M

Displays dial pad for an outbound call.

Chat

Ctrl-J

Starts a chat session

Real Time Displays

Ctrl-Q

Opens Agent Real Time Display Window

Show/Hide Contact Management

Ctrl-G

Shows or Hides Contact Management Window.

Show/Hide Integrated Browser

Ctrl-B

Shows or Hides Integrated Browser

Preferences

Ctrl-P

Opens Preferences Dialog Box

Help/About

F1 – Help
Ctrl+Alt+H - About

Access online help or Help/About Menu.

Agent States

The current Agent state is displayed at the top of the window as well as the bottom in the status bar. Using the buttons on the toolbar or shortcut keys can change the agent state. Agents can be in the following states:

  • Hold – You have a call on hold.
  • Logout – You are logged out of the ACD system.
  • Not Ready – Not Available to receive calls.
  • Ready – Available to receive calls.
  • Reserved – You are set aside to receive a specific ACD call. When the call is received it will automatically change to the Talking state.
  • Talking – You are on the phone with a customer or another Agent.
  • Work Not Ready – You are completing work from previous call and not available for a new call. You will automatically change to the Not Ready state in the following conditions. You enter wrap up data if enabled. A timer set in the ACD system expires. Or you manually change state.
  • Work Ready – You are completing work from a previous call and available for another call. You will change to a ready state in the following conditions. You enter wrap up data if enabled. A timer in the ACD expires. You manually change state.

When changing states you may be prompted to enter a reason code. Reason codes allow the Supervisor to determine why you changed states. Please consult your supervisor on which codes apply and their use.

Answering/Terminating Calls

You will be able to receive a direct call regardless of ACD state. However, to insure you can receive ACD calls you must be in a state that allows you to. When the phone rings simply click the Answer/Drop button once and the call will be active. To disconnect the call press the Answer/Drop button again.

Making Calls

Open the dial pad popup by pressing the Make Call button. Select phone from Recent List, Phone Book, or dial using the dial pad. Click dial when you are ready to start the call.

Hold/Conference/Transfer

To place a call on hold, click the hold button. The call state should update in the call status window. To retrieve the call click hold button.

To conference in additional parties, click the conference button. The "make a call" popup displays. Proceed as if you were making a call. After the party is connected the options in the popup change to allow you to alternate between callers or add to Conf. If you are finished and won't be adding the party, click cancel.

To transfer a call, click the transfer button. Again the "make a call popup" displays. Dial the call. When connected the options will change to allow Alternate between calls, transfer, or cancel. After clicking transfer the call will no longer be active in the agent desktop.

Logging Off

The preferred method for ending your ACD session is to first logoff using the logon/logoff button. Then close the agent desktop. If you close the agent desktop without logging off the session will remain active for a period of time before disconnecting.




Keywords:logon, login, logoff, logout, IP, phone, UCCX, ACD   Doc ID:21271
Owner:Kathy C.Group:University of Chicago
Created:2011-11-14 18:10 CDTUpdated:2017-03-08 17:27 CDT
Sites:University of Chicago, University of Chicago - Sandbox
Feedback:  2   2