Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

The manual is divided into the following chapters.

Documentation for Cisco Unified ICM/Unified Contact Center (IPCC) Enterprise & Hosted, as well as 
related documentation, is accessible from Cisco.com at 

 

Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), 
Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified 
Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco IP IVR, 
Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).

For documentation for these Cisco Unified Contact Center Products, go to

 

 

click on Voice and Unified Communications, then click on Cisco Unified Contact Center 
Products or Cisco Unified Voice Self-Service Products, then click on the product/option you are 
interested in.

Also related is the documentation for Cisco Unified Communications Manager, which can also be 
accessed from 

http://www.cisco.com/web/psa/products/index.html

Technical Support documentation and tools can be accessed from 

http://www.cisco.com/en/US/support/index.html

Discusses startup, login, and logout procedures.

Describes how to change to various agent states 
and details what occurs when these agent state 
changes take place.

Describes how agents can use CTI Toolkit Agent 
Desktop to make, answer, and process calls. This 
chapter also discusses the keyboard equivalents 
for actions by the Agent.

Lists the circumstances under which agents are 
required, permitted, or prohibited to enter wrapup 
data on completion of a call. This chapter also 
discusses the Wrapup dialog box.

Discusses the facilities agents can use to 
communicate with call center personnel.

Discusses the CTI Toolkit Agent Desktop call 
information and statistical displays.