Cisco Cisco IP Contact Center Release 4.6.1 Wartungshandbuch
Barge-in
When using the CTI OS Desktop to barge in on an agent’s call, a supervisor needs to select an
agent from the Team State Information grid and select a call from the Monitored Calls section.
The supervisor can select a call in this window and then click the Barge-In button. The supervisor
then becomes party to the call. The supervisor must be in the Not Ready state in order to use
the barge-in function.
agent from the Team State Information grid and select a call from the Monitored Calls section.
The supervisor can select a call in this window and then click the Barge-In button. The supervisor
then becomes party to the call. The supervisor must be in the Not Ready state in order to use
the barge-in function.
When using Cisco Supervisor Desktop (CSD), an agent supervisor can use the barge-in function
when he or she is in the Ready or Not Ready state.
when he or she is in the Ready or Not Ready state.
CSD does not allow barge-in when the agent is:
•
On hold
•
On two calls
•
On a conference call
•
The CSD self is on another call
•
An IP Phone agent
Intercept
When using the CTI OS Desktop, the Intercept button can only be used after barge-in. The
supervisor can use the Intercept button to remove the agent from the call, leaving only the
supervisor and the customer on the call.
supervisor can use the Intercept button to remove the agent from the call, leaving only the
supervisor and the customer on the call.
When using CSD, an agent supervisor can intercept an agent’s call without using Barge-In.
CSD does not allow intercept when the agent is:
•
On hold
•
On two calls
•
The CSD self is on another call
•
An IP Phone agent
About the Cisco IPCC Enterprise Agent Re-skilling Tool
The IPCC Enterprise Agent Re-skilling Tool is an optional, browser-based application designed
for use by IPCC call-center supervisors. It lets you change the skill group designations of agents
on your team, and quickly view skill group members and details on individual agents. Changes
for use by IPCC call-center supervisors. It lets you change the skill group designations of agents
on your team, and quickly view skill group members and details on individual agents. Changes
IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 3: Configuring CTI OS and CAD Desktop Features
About the Cisco IPCC Enterprise Agent Re-skilling Tool