Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
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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
Processing Calls
On entering NotReady state you cannot accept routed calls but you can still receive calls made to your
direct extension. In some installations you can still receive calls made to your Agent ID.
direct extension. In some installations you can still receive calls made to your Agent ID.
Changing to Wrapup State
Depending on your installation, there are two possible ways to enter Wrapup state:
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You enter wrapup state automatically when you complete a call.
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You enter wrapup when you click the Wrapup button, either immediately or after you complete the
current call.
current call.
You cannot receive calls while in the Wrapup states.
When you enter Wrapup state, the Wrapup dialog box opens.
Figure 1-4
WrapUp Data selection Dialog
You can select one of the displayed choices or enter something different in the edit box. You can also
enter wrapup data in the WrapUp column of the Call Information grid any time a call is displayed.
enter wrapup data in the WrapUp column of the Call Information grid any time a call is displayed.
Processing Calls
This section describes how to make, answer, and process calls. It discusses the following tasks:
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