Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

Call-by-call. Agent’s phone is dialed for each incoming call.

Nailed connection. Agent’s phone is dialed once immediately after logging in and remains 
connected through multiple customer calls.

The instructions that are described in this dcoument for using your agent or supervisor desktop do not address 
important differences that may apply when you log in as a Mobile Agent. See the Mobile Agent Guide for 
Cisco Unified Contact Center Enterprise for instructions about using your desktop when you log in as a 
Mobile Agent.

The Mobile Agent Guide for Cisco Unified Contact Center Enterprise is available on your desktop software 
product CD. It can also be downloaded from the Cisco Web site at: 

After you enter this information, click the OK button. After a successful login, the following occurs:

You automatically enter the state configured on your switch, either Ready or NotReady state.

The status bar on the bottom of the CTI Toolkit Agent Desktop Screen displays the following 
information:

Agent ID for the logged in agent

Agent Extension

Agent Instrument 

Current Agent Status

The server that the agent is connected to

Buttons for actions that are allowed from your current agent state are enabled.

Multiple agents may log in to CTI Toolkit Agent Desktop on the same workstation. Each agent need only 
run a separate instance of CTI Toolkit Agent Desktop and then log in as a different user.

The Login dialog varies, depending upon the peripheral type. The following sections discuss the Login 
dialog for each peripheral type.