Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
1-3
CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops
About the Agent and Supervisor Desktops
About the Agent and Supervisor Desktops
About the Tool Bar
Depending on how your call center has been set up, your agent or supervise desktop may contain all or
just some of these button groups:
just some of these button groups:
•
Login. Buttons that let you log in and out.
•
Agent State. Buttons that let you change the state of your availability.
•
Greeting: Buttons to turn your Agent Greeting on and off, and a button to record and listen to your
greetings.
greetings.
•
Dial/Answer/Release. Buttons that let you make, answer, and hang up calls.
•
Hold/Retrieve. Buttons that let you put a call on hold and retrieve a held call.
•
Alternate/Reconnect. Buttons that let you alternate between and reconnect active calls.
•
Conference/Transfer. Buttons that let you initiate and complete conference and transfer operations.
•
Supervisor Assist. (on Agent Desktops only) Buttons that let you request assistance from a
supervisor.
supervisor.
•
Tools. Buttons that invoke statistical displays, initiate a chat session, record calls, and report a bad
line.
line.
•
Video. (not shown) Opens the ViewMaster video browser page. This must be enabled/configured
during client setup.
during client setup.
About the Call Information Grid
The call information grid area of the agent and supervisor desktops displays call-related data for each
call currently on the softphone.
call currently on the softphone.
Table 1-1
Call Information Values
Column
Definition
CallID
The Call ID value assigned to this call by Unified
Contact Center or the Unified ICM.
Contact Center or the Unified ICM.