Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
5-3
Cisco CTI OS Agent Desktop User Guide for Cisco Unified ICM/CC Enterprise and Hosted, Release 7.1(1)
Chapter 5 Communicating with Other Call Center Personnel
Requesting Supervisory Assistance
The following table describes the keys used to operate “Send To Agent ID”
combo box.
combo box.
Key
Action
Not Editing
Editing
Up/Down arrows
Move to the
previous/next item in the
list.
previous/next item in the
list.
Any typing is replaced with
the previous/next item in the
list. Move to the
previous/next item in the list.
the previous/next item in the
list. Move to the
previous/next item in the list.
Alphanumeric
characters
characters
Begin editing.
Characters appended to
current string.
current string.
Right/Left arrows
Nothing
Move cursor around in the
string.
string.
Requesting Supervisory Assistance
The Supervisor Assist section of the CTI Toolkit Agent Desktop main screen
includes two buttons that let you call your supervisor.
includes two buttons that let you call your supervisor.
The Emergency button, on the left, initiates an emergency call to your supervisor.
The Assist button, on the right, initiates a regular call to your supervisor.
When you click one of these buttons, a call appears in your supervisor’s Call
Information Grid. The DialedNumber field on the Supervisor Desktop identifies
calls made with these buttons with the DialedNumber that the system
administrator has configured for emergency and assist calls.
Information Grid. The DialedNumber field on the Supervisor Desktop identifies
calls made with these buttons with the DialedNumber that the system
administrator has configured for emergency and assist calls.