Cisco Cisco Computer Telephony Integration Option 10.5 User Guide
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CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted
Cisco CTI OS Release 7.2(1)
Chapter 1 Starting and Logging Into CTI Toolkit Agent Desktop
Logging In
Note
Depending on the option chosen for logging in during the installation of the CTI OS Server, the
Login dialog on the Supervisor desktop will prompt for either the Agent ID or the Login Name.
Login dialog on the Supervisor desktop will prompt for either the Agent ID or the Login Name.
•
Password. Your password as assigned by your manager.
•
Instrument. The device ID assigned to the teleset you will receive calls on.
Note
The fields in the Mobile Agent section of the dialog box are accessible only if Mobile Agent was enabled
during CTI OS Server installation.
during CTI OS Server installation.
•
Mobile Agent. Check this box if logging in as a Mobile Agent (that is, if logging into a phone not
directly controlled by Cisco CallManager). In the Mobile Agent section of the dialog box, enter the
phone number that the Mobile Agent is using to receive calls on. Enter the number in the same format
as you would dial it from a CallManager IP Phone, unless your system administrator has instructed you
to enter the number in another format.
directly controlled by Cisco CallManager). In the Mobile Agent section of the dialog box, enter the
phone number that the Mobile Agent is using to receive calls on. Enter the number in the same format
as you would dial it from a CallManager IP Phone, unless your system administrator has instructed you
to enter the number in another format.
Note
CTI OS does not validate Mobile Agent phone numbers upon login. Take care to ensure that the
number you enter is valid and correct. Otherwise, a scenario results in which the CTIOS desktop
shows the incoming call, but the customer phone only hears ringing out and the agent phone does
not ring since the destination number is not correct.
number you enter is valid and correct. Otherwise, a scenario results in which the CTIOS desktop
shows the incoming call, but the customer phone only hears ringing out and the agent phone does
not ring since the destination number is not correct.
Select one of the following Call Mode values from the pulldown menu:
–
Call-by-call. Agent’s phone is dialed for each incoming call.
–
Nailed-up. Agent’s phone is dialed once immediately after logging in and remains connected
through multiple customer calls.
through multiple customer calls.
Note
The instructions for using your agent or supervisor desktop described in this document do not address
important differences that may apply when you log in as a Mobile Agent. Please consult the "Using Unified
Mobile Agent" section of the Mobile Agent Guide for Cisco Unified CC Enterprise for instructions on using
your desktop when you log in as a Mobile Agent.
important differences that may apply when you log in as a Mobile Agent. Please consult the "Using Unified
Mobile Agent" section of the Mobile Agent Guide for Cisco Unified CC Enterprise for instructions on using
your desktop when you log in as a Mobile Agent.
The Mobile Agent Guide for Cisco Unified CC Enterprise is available on your desktop software product CD.
It can also be downloaded from Cisco's Web site at:
After you enter this information, click the OK button. On a successful login, the following occurs:
•
You automatically enter the state configured on your switch, either Ready or NotReady state.
•
The status bar on the bottom of the CTI Toolkit Agent Desktop Screen displays the following
information:
information:
–
Agent ID for the logged in agent
–
Agent Extension
–
Agent Instrument
–
Current Agent Status
–
The server that the agent is connected to.