Manage your calls in Agent Desktop

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop

Published

2026-08-20

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Claims citing this source

• Background noise removal controls are unavailable during an active consultation and can only be changed after the consult ends. fact in context
• The consult target list shows agents in the Available and Idle states and the transfer target list shows only agents in the Available state, and a call cannot be transferred to an agent in Wrap Up. fact in context
• A contact transferred to an entry point or queue is not connected to the agent who handled them before. fact in context
• A blind transfer to an agent who does not accept it drops the call, where an unanswered inbound call returns to the queue. fact in context
• On a transfer to an entry point, a global variable with the same name but a different data type in the receiving flow is not carried over. fact in context
• No agent article states how many calls an agent may hold at once; the only stated concurrency figure is a data centre or tenant cap on concurrent calls and the only stated party figure is 8 conference participants. fact in context
• The agent call article opens by saying what an agent may do depends on permissions assigned by an administrator, and the word permission does not occur again in it; every concrete gate it names is a desktop profile setting or a Control Hub toggle. field-pattern in context
• Only the primary agent may drop a participant from a voice conference, the primary agent is the one present longest, and if they leave the longest-present remaining agent takes that ability. fact in context
• The Resume button is enabled even when the consulted agent has not yet accepted the consult request. fact in context
• Cisco warns that where voicemail, call forwarding or call waiting is enabled on an agent number and the reroute on no answer timer is longer than the voicemail timer, calls may be routed to voicemail and marked connected once they reach the telephony layer. fact in context
• Consulting or transferring to a collaboration-tool expert requires the administrator to have enabled State Synchronization, on the Tenant Settings desktop page or on the desktop profile's collaboration section or both. fact in context
• A supervisor cannot monitor or barge into a call in the wrap up state, and a monitoring session already started continues. fact in context
• A supervisor is dropped when the agent they were monitoring exits, unless another agent remains, in which case they stay on the call regardless of who they began monitoring. fact in context
• One numbered step says the Transfer and Conference buttons stay disabled until the consulted agent accepts, and says a few sentences later that the system enables them as soon as the consult call reaches the consulted agent's extension. disputed in context
• The initiating agent's consult popover carries up to 9 variables and the consulted agent's carries up to 7, and the consulted agent can neither edit them nor see updates without refreshing. fact in context
• Consult calls to an entry point or dial number configured to route to a capacity-based team are not supported and fail, possibly with an unsupported destination error, for both direct consults and consults started during an outbound call. fact in context
• If a consulted agent does not answer a consult call or their device is malfunctioning, the system changes that agent's state to Idle, and the agent who initiated the consult receives a consult call failure message. fact in context
• The agent must act on the contact request popover before their state changes to Idle, so it is inaction on the popover once the timer lapses that produces the automatic transition. fact in context
• Agent Desktop gives an agent 2 named recording controls during a live call: Pause Recording and Resume Recording. The article names no start and no stop control for agents. fact in context
• During a consult the customer call is put on hold automatically, and the 2 legs can never both be on hold at once. fact in context
• The agent-facing article never states which permission, profile setting or role entitles an agent to pause a recording, although it names a Desktop Profile gate for another feature in the same article. fact in context
• No assigned source states that an agent's pause or resume is logged, reported, exposed in reporting or visible to a supervisor. fact in context
• No assigned source describes a supervisor starting, stopping, pausing or resuming a recording. fact in context
• The pause is bounded by an administrator-set duration and the recording resumes on its own when that duration elapses; the agent cannot extend it. fact in context
• Cisco states that the Pause Recording and Resume Recording features do not work during conference and consult calls. fact in context
• The only endpoint caveat in the agent article names Mute and Keypad as controls that may be absent on a physical phone, and does not address recording controls. fact in context
• A Record icon indicates that recording is in progress, and the article does not say what the agent sees while a recording is paused. fact in context
• Recording starts by itself when the administrator has enabled call recordings; the agent performs no start action. fact in context
• A supervisor barge-in updates the conference participant list with the supervisor name, which is the only supervisor action in the assigned sources that produces something the agent can see. fact in context
• Initiating a transfer immediately raises the Wrap Up Reasons dialog for the transferring agent, so that agent leaves the interaction at the moment of the request. fact in context

Cite this source record

APA

WarmTransfer. (2026, August 20). Manage your calls in Agent Desktop. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-mmcf7p-wxcc-agent-desktop-calls

BibTeX

@misc{warmtransfer-cisco-help-mmcf7p-wxcc-agent-desktop-calls,
  title  = {Manage your calls in Agent Desktop},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-mmcf7p-wxcc-agent-desktop-calls},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}