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
Organization
The manual is divided into the following chapters.
Chapter
Description
Discusses startup, login, and logout procedures.
Describes how to change to various agent states
and details what occurs when these agent state
changes take place.
and details what occurs when these agent state
changes take place.
Describes how agents can use CTI Toolkit Agent
Desktop to make, answer, and process calls. This
chapter also discusses the keyboard equivalents
for actions by the Agent.
Desktop to make, answer, and process calls. This
chapter also discusses the keyboard equivalents
for actions by the Agent.
Lists the circumstances under which agents are
required, permitted, or prohibited to enter wrapup
data on completion of a call. This chapter also
discusses the Wrapup dialog box.
required, permitted, or prohibited to enter wrapup
data on completion of a call. This chapter also
discusses the Wrapup dialog box.
Discusses the facilities agents can use to
communicate with call center personnel.
communicate with call center personnel.
Discusses the CTI Toolkit Agent Desktop call
information and statistical displays.
information and statistical displays.
Other Publications
For additional information about Cisco Computer Telephony Integration (CTI) products, see the
listing CTI documentation.
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several
ways to obtain technical assistance and other technical resources. These sections explain how to obtain
technical information from Cisco Systems.
ways to obtain technical assistance and other technical resources. These sections explain how to obtain
technical information from Cisco Systems.
Cisco.com
You can access the most current Cisco documentation at this URL: