Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
3-4
CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 3 Processing Calls
Conferencing Calls
Conferencing Calls
To initiate a conference call, perform the following steps.
Step 1
Click on the Conference button. The CTI Dialing Pad dialog box appears.
Step 2
Enter the phone number to be dialed in the Dialed Number field or select a destination from the
pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
Step 3
Optionally, you can click the More button to get the following display.
Step 4
Click the Conference Init button. The call is now put on hold. You will have an opportunity to speak to
the consulted agent before completing the conference. When the consult call is answered, the button
changes to Conference Complete. To complete the conference, click the Conference Complete button.
the consulted agent before completing the conference. When the consult call is answered, the button
changes to Conference Complete. To complete the conference, click the Conference Complete button.
When the conference operation completes, the two calls then appear on the Call Information Grid as one
call.
call.
Sending DTMF Tones
Occasionally, the agent may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR,
voicemail system, or other similar device.To transmit DTMF tones when connected to a call, perform
the following steps.
voicemail system, or other similar device.To transmit DTMF tones when connected to a call, perform
the following steps.