Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
C H A P T E R
3-1
CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
3
Processing Calls
This chapter describes how agents can use CTI Toolkit Agent Desktop to make, answer, and process
calls. It discusses the following tasks:
calls. It discusses the following tasks:
•
Making calls
•
Answering calls
•
Hanging up calls
•
Transferring calls
•
Conferencing calls
•
Sending DTMF Tones
•
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.
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.