Cisco Cisco Computer Telephony Integration Option 8.5 User Guide

This screen consists of the following sections:

Login. Contains buttons that let the agent log in or log out.

Agent State. Contains buttons that let the agent change the state of the currently logged in agent.

Dial/Answer/Release. Contains buttons that let the agent make, answer, and hang up calls.

Hold/Retrieve. Contains buttons that let the agent put a call on hold and retrieve a held call.

Alternate/Reconnect. Contains buttons that let the agent alternate between and reconnect active 
calls.

Conference/Transfer. Contains buttons that let the agent initiate and complete conference and 
transfer operations.

Supervisor Assist. Contains buttons that let the agent request assistance from a supervisor.

Tools. Contains buttons that invoke statistical displays, initiate a chat session, record calls and 
report a bad line.

Call Information. Displays call-related data for each call currently on the softphone.

Status bar. Displays information about the status of the softphone.

Keyboard equivalents and shortcuts related to the above buttons and displays are described in 

.

Video. Opens the ViewMaster video browser page. This must be enabled/configured during client 
setup.

To log into CTI Toolkit Agent Desktop, click the Login button. The Login button connects agents to the 
CTI Server and logs agents into a selected ACD switch. When you click the Login button, a Login dialog 
appears.