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 3 Processing Calls

Conferencing Calls

To initiate a conference call, perform the following steps.

Step 1

Click on the Conference button. The CTI Dialing Pad dialog box appears.

Step 2

Enter the phone number to be dialed in the Dialed Number field or select a destination from the
pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.

Step 3

Optionally, you can click the More button to get the following display.

Step 4

Click the Conference Init button. The call is now put on hold. You will have an opportunity to speak to
the consulted agent before completing the conference. When the consult call is answered, the button
changes to Conference Complete. To complete the conference, click the Conference Complete button.

When the conference operation completes, the two calls then appear on the Call Information Grid as one
call.

Sending DTMF Tones

Occasionally, the agent may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR,
voicemail system, or other similar device.To transmit DTMF tones when connected to a call, perform
the following steps.