Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
1-8
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
Answering Calls
When the Call Information Grid shows an alerting call, the Answer button enables. To answer an
incoming call, click Answer. When the call is answered, the Release button becomes enabled.
incoming call, click Answer. When the call is answered, the Release button becomes enabled.
Note
If a button enablement event disables the button that currently has focus, focus will be moved to the first
enabled button in the tab order.
enabled button in the tab order.
Using Agent Greeting When Answering Calls
The Agent Greeting feature lets you record a message that plays automatically to callers when they
connect to you. Your greeting message can welcome the caller, identify yourself, and include other
useful contextual information. With Agent Greeting, each caller can receive a clear, well-paced,
language-appropriate, and enthusiastic introduction. And it saves you, the agent, from having to repeat
the same introductory phrase for each call. It also gives you a moment to review your desktop software
screen pop while the greeting plays.
connect to you. Your greeting message can welcome the caller, identify yourself, and include other
useful contextual information. With Agent Greeting, each caller can receive a clear, well-paced,
language-appropriate, and enthusiastic introduction. And it saves you, the agent, from having to repeat
the same introductory phrase for each call. It also gives you a moment to review your desktop software
screen pop while the greeting plays.
The process of recording a greeting is much the same as recording a message for your voice mail.
Depending on how your call center is set up, you may be able to record different greetings that play for
different types of callers (for example, an English greeting for English speakers or an Italian greeting for
Italian speakers).
Depending on how your call center is set up, you may be able to record different greetings that play for
different types of callers (for example, an English greeting for English speakers or an Italian greeting for
Italian speakers).
By default, greeting play is enabled when you log in to your agent desktop. But you can turn it off and
on as necessary.
on as necessary.
How to Record a Greeting
Recording an Agent Greeting is very similar to recording a personal message for your voice mail. To
record a greeting, you must be logged in to your desktop software and in the Not Ready state.
record a greeting, you must be logged in to your desktop software and in the Not Ready state.
To record a greeting:
1.
Click the Agent Greeting Record button on your desktop.
2.
You may hear a brief ring tone, after which you'll receive voice instructions for recording a greeting.
Options may include selecting a greeting type (if your call center uses more than one greeting per
agent), recording, playing back, and confirming whether to use the new greeting. There will also be
an option for listening to your existing greetings.
Options may include selecting a greeting type (if your call center uses more than one greeting per
agent), recording, playing back, and confirming whether to use the new greeting. There will also be
an option for listening to your existing greetings.
3.
When you connect to the Record Greeting service, a dialog box containing a dial pad opens on your
agent desktop. You can use either it or the keypad on your phone to make your selections. (If you
accidentally close the dialog box before you are done recording your greeting you will not be able
to re-open it; use the keypad or your hard phone to complete your recording.)
agent desktop. You can use either it or the keypad on your phone to make your selections. (If you
accidentally close the dialog box before you are done recording your greeting you will not be able
to re-open it; use the keypad or your hard phone to complete your recording.)