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)
About This Guide
Purpose
This manual provides instructions for using the CTI Toolkit Agent Desktop.
Audience
This manual is intended primarily for agents who will use CTI Toolkit Agent Desktop to answer and
process calls. This manual assumes that an administrator has already installed the hardware and software
needed for CTI Toolkit Agent Desktop to run.
process calls. This manual assumes that an administrator has already installed the hardware and software
needed for CTI Toolkit Agent Desktop to run.
A Word About Cisco Product Names
Cisco IPCC Enterprise Edition is renamed Cisco Unified Contact Center Enterprise (abbreviated as
Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted (abbreviated
as Unified CCH).
Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted (abbreviated
as Unified CCH).
Cisco ICM Enterprise Edition is renamed Cisco Unified Intelligent Contact Management Enterprise
(abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact
Management Hosted (abbreviated as Unified ICMH).
(abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact
Management Hosted (abbreviated as Unified ICMH).
System IPCC Enterprise is renamed Cisco Unified System Contact Center (abbreviated as Unified SCC).
These new names are introduced in Release 7.1(1). They are referenced in opening screens and
documentation, but they do not yet appear throughout the user interface. For example, there is still an
“IPCC” selection on the CTI Login dialog Connect To pull-down menu, and the ICM Configuration
Manager tool is still named as such and referred to in this manual accordingly.
documentation, but they do not yet appear throughout the user interface. For example, there is still an
“IPCC” selection on the CTI Login dialog Connect To pull-down menu, and the ICM Configuration
Manager tool is still named as such and referred to in this manual accordingly.
Important Note for Mobile Agent Users
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.