Cisco Cisco Computer Telephony Integration Option 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 1 Starting and Logging Into CTI Toolkit Agent Desktop

Logging In

–

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

–

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

Note

The instructions for using your agent or supervisor desktop described in this document do not address
important differences that may apply when you log in as a Mobile Agent. Please consult the "Using Unified
Mobile Agent" section of the Mobile Agent Guide for Cisco Unified CC Enterprise for instructions on using
your desktop when you log in as a Mobile Agent.

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

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_configuration_guide
s_list.html.

After you enter this information, click the OK button. On 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.

Note

Multiple agents may log into 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.

Peripheral Login Dialogs

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