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Cisco Cisco Computer Telephony Integration OS 8.5 User Guide

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CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 3      Processing Calls
Accessibility and Asynchronous Events
Accessibility and Asynchronous Events
The following table lists different asynchronous events and ways of working with them.
Event
Notification
OnConnection
and
OnConnectionClosed
A user can determine if they are connected by 
having JAWS read the status bar (INSERT + 
PAGE_DOWN).
Answer call, 
 
conference call, 
transferred call
The agent’s phone provides an audible clue.
A user can determine if they have a call by having 
JAWS read the status bar (INSERT + 
PAGE_DOWN). The agent’s state is Reserved if the 
agent has a call.
Call established
The agent’s phone signals the call is established 
(ringing ends).
Pressing INSERT+Up Arrow while highlighting the 
row for the call on the call grid instructs JAWS to 
read back the contents of each cell in the current 
row.
Call held
The agent’s phone provides an audible clue.
Pressing INSERT+Up Arrow while highlighting the 
row for the call on the call grid instructs JAWS to 
read back the contents of each cell in the current 
row.
Call conferenced, 
 
call transferred
The phone is the best way to determine if the call has 
been conferenced or transferred.
The call grid also reflects the state of the call.
Call cleared
The phone and the call grid can be used to determine 
the state of the call.
Agent state changes
Agents can determine their state by having JAWS 
read the status bar (INSERT + PAGE_DOWN).