Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
C H A P T E R
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
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Processing Calls
This chapter describes how agents can use CTI Toolkit Agent Desktop to make,
answer, and process calls. It discusses the following tasks:
answer, and process calls. It discusses the following tasks:
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Making calls
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Answering calls
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Hanging up calls
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Transferring calls
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Conferencing calls
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Sending DTMF Tones
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Keyboard Accessiblity
Making Calls
To make a call, perform the following steps:
Step 1
Enter a state from which you can make a call. You are in the correct state to make
a call if the Dial button is enabled. This is switch specific; legal states from which
to make a call can include Ready, NotReady, or Hold. If theDial button is not
enabled, change your state as needed until the Dial button becomes enabled.
a call if the Dial button is enabled. This is switch specific; legal states from which
to make a call can include Ready, NotReady, or Hold. If theDial button is not
enabled, change your state as needed until the Dial button becomes enabled.
Step 2
Click the Dial button. The following dialog box appears.