Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
Chapter 5 Communicating with Other Call Center Personnel
CTI OS Chat
5-2
Cisco CTI OS Agent Desktop User Guide for Cisco Unified ICM/CC Enterprise and Hosted, Release 7.1(1)
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.
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.
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.
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.
•
The primary supervisor of your team
•
The secondary supervisor of your team
•
Anyone in your agent team
•
Anyone on the same peripheral
Administrators should consult the Cisco ICM Software CTI OS System Manager’s
Guide for instructions on configuring agent chat settings.
Guide for instructions on configuring agent chat settings.
To send a chat message, enter the text of your message in the Edit Outgoing
Message field.
Message field.
If the CTI OS Chat dialog box is open, incoming messages from other logged-in
agents appear in the Message Display window. If this dialog box is not open, the
Chat button on the main screen will flash; then click the Send button.
agents appear in the Message Display window. If this dialog box is not open, the
Chat button on the main screen will flash; then click the Send button.