Cisco Cisco E-Mail Manager Unity Integration Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Desktop Solutions
The ActiveX Controls include:
•
Agent State Control
•
Chat Control
•
Emergency Assist Control
•
Alternate Control
•
Answer Control
•
Bad Line Control
•
Call Appearance Control
•
Conference Control
•
Hold Control
•
Make Call Control
•
Reconnect Control
•
Status Bar Control
•
Record Control
•
Transfer Control
•
Agent Statistics Control
•
Skill Group Statistics Control
•
Agent Select Control
•
Supervisor Control
•
Silent Monitor Control
CTI Toolkit Agent Desktop
The CTI Toolkit Agent Desktop is a Microsoft Windows application that runs on an agent's desktop PC
and works with either a hardware IP phone or the Cisco IP Communicator software phone. The CTI
Toolkit Agent Desktop interfaces with the CTI OS server for call control and agent state change events.
and works with either a hardware IP phone or the Cisco IP Communicator software phone. The CTI
Toolkit Agent Desktop interfaces with the CTI OS server for call control and agent state change events.
The CTI Toolkit Agent Desktop includes support for desktop monitoring, which captures the voice
stream on the agent's IP phone to support the silent monitoring and call recording features.
stream on the agent's IP phone to support the silent monitoring and call recording features.
CTI Toolkit Supervisor Desktop
The CTI Toolkit Supervisor Desktop is a Microsoft Windows application that runs on a supervisor's
desktop PC. The CTI Toolkit Supervisor Desktop interfaces with the CTI OS server for agent state
change events and real-time statistics updates. The CTI Toolkit Supervisor Desktop provides the contact
center supervisor with the ability to manage a team of agents. Supervisors are able to view real-time
information about the agents in a team as well as interact with these agents. A supervisor can select an
agent to change the agent's state, view information specific to that agent, silently monitor the agent's call,
barge in or intercept the agent's call, or chat with the agent.
desktop PC. The CTI Toolkit Supervisor Desktop interfaces with the CTI OS server for agent state
change events and real-time statistics updates. The CTI Toolkit Supervisor Desktop provides the contact
center supervisor with the ability to manage a team of agents. Supervisors are able to view real-time
information about the agents in a team as well as interact with these agents. A supervisor can select an
agent to change the agent's state, view information specific to that agent, silently monitor the agent's call,
barge in or intercept the agent's call, or chat with the agent.
A supervisor may also receive emergency assistance requests from agents on their team through the
supervisor desktop.
supervisor desktop.
In the Unified CCE, supervisors may also be configured to act as agents. When this is done, the standard
set of agent phone controls are available on the Supervisor Desktop.
set of agent phone controls are available on the Supervisor Desktop.