Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
C H A P T E R
3-33
CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
3
Interpreting Call and Statistical Information
This chapter describes the CTI Toolkit Desktop call information and statistical displays.
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Call Information is displayed on the CTI Toolkit Desktop window. Agent statistics and skill group
statistics are displayed in a separate window when you click the Statistics button on the tool bar.
statistics are displayed in a separate window when you click the Statistics button on the tool bar.
Figure 3-1
CTI Toolkit Statistics
Call Information
The Call Information section of the CTI Toolkit Desktop screen displays call related data for each call
currently on the softphone.
currently on the softphone.
Table 3-1
Call Information Values
Column
Definition
CallID
The Call ID value assigned to this call by the
peripheral or the ICM.
peripheral or the ICM.
Status
The status of the call, such as Ringing, Talking, or
Held.
Held.
DNIS
The Dialed Number Identification Service number
provided with the call.
provided with the call.
ANI
The calling line ID of the caller, usually the caller’s
phone number.
phone number.