Cisco Cisco Computer Telephony Integration Option 8.5
3-3
CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Chapter 3 Cisco CTI Object Server (CTI OS) Software
Overview of CTI OS
Note
CTI OS only supports chat between agents on the same peripheral.
The CTI Toolkit Agent Desktop call controls include:
•
Answer/Release
•
Hold/Retrieve
•
Transfer
•
Conference
•
Makecall
•
Alternate/Reconnect
The CTI Toolkit Agent Desktop agent state controls include:
•
Login/Logout
•
Ready/NotReady
•
Wrap up
Note
Cisco CTI Toolkit Agent Desktop works with both IPCC and Time Division
Multiplexing (TDM) switches. Refer to the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions for details about supported
switches.
Multiplexing (TDM) switches. Refer to the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions for details about supported
switches.
Refer to the CTI OS Agent Desktop User Guide for Cisco ICM/IPCC Enterprise
& Hosted Editions for detailed information about how to use the CTI Toolkit
Agent Desktop.
& Hosted Editions for detailed information about how to use the CTI Toolkit
Agent Desktop.
Cisco CTI Toolkit IPCC Supervisor Desktop
The Supervisor Desktop has all of the functionality of the Agent Desktop, with
additional functions for monitoring and managing Agent Team members.
additional functions for monitoring and managing Agent Team members.
Note
The CTI Toolkit IPCC Supervisor Desktop is supported for use on Cisco IPCC
Enterprise only. It is not supported for use on TDM peripherals.
Enterprise only. It is not supported for use on TDM peripherals.