Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
C H A P T E R
5-1
CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted
Cisco CTI OS Release 7.2(1)
5
Communicating with Other Call Center Personnel
This chapter discusses the following facilities available for agents to communicate with call center
personnel.
personnel.
•
CTI OS Chat
•
Requesting supervisory assistance
CTI OS Chat
When you click the Chat button from the CTI Toolkit Agent Desktop main screen, the CTI OS Chat
dialog box appears.
dialog box appears.
Note
Depending on the option chosen for logging in during the installation of the CTI OS Server, the
drop-down list associated with the Send To field in the Chat Window will contain either Login Names
or Agent IDs.
drop-down list associated with the Send To field in the Chat Window will contain either Login Names
or Agent IDs.
The Send To Agent ID: drop-down list contains a list of the Agent IDs, or Login Names, of all call center
personnel to whom you can send a chat message. Depending on how your system administrator has
configured your desktop settings, this list may include the following call center personnel.
personnel to whom you can send a chat message. Depending on how your system administrator has
configured your desktop settings, this list may include the following call center personnel.
•
The primary supervisor of your team