Cisco Cisco Unified CRM Connector 7.5 User Guide
Controlling your session
Use Agent State in the Contact Center upper left (area 1 of Figure 2-1) to
view or set your session work mode. Figure 2-2 shows a detail of the
Agent State section for a logged in agent. It has these functional controls:
view or set your session work mode. Figure 2-2 shows a detail of the
Agent State section for a logged in agent. It has these functional controls:
• The Settings link opens a text box that shows your current session
information.
• The Channel button allows you to select the current active work
channel. Currently only phones (CTI) are supported; a future release
will add e-mail.
will add e-mail.
• The Workmode section controls your ACD work modes. It has
three functions:
o
Use the Login/Logout buttons to log into and out of the ACD.
o
The Work State display shows your current work mode.
o
Use the Workmode buttons to set your work mode: Ready, Work
Ready, Work Not Ready and Not Ready.
Figure 2-2: Agent State
Work mode state
buttons:
buttons:
Select channel
CTI = Phone
CTI = Phone
Work Mode
Control
Control
Log in / log out
Set / view work
Set / view work
status
View session
information
Click to view
information
Click to view
ion text
session
informat
informat
box.
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