Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

This manual provides instructions for using the default, production-ready CTI Toolkit Agent Desktop.

This manual is intended primarily for agents and supervisors who use the CTI Toolkit Desktop to answer 
and process calls. This manual assumes that an administrator has already installed the hardware and 
software needed to run the CTI Toolkit Desktops.

The instructions for using your agent or supervisor desktop described in this document do not address 
differences that apply when you log in as a Mobile Agent. Please consult the "Using Unified Mobile Agent" 
section of the Mobile Agent Guide for Cisco Unified Contact Center Enterprise for instructions on using your 
desktop when you log in as a Mobile Agent.

The Mobile Agent Guide for Cisco Unified Contact Center Enterprise is available on your desktop software 
product CD. It can also be downloaded from Cisco's Web site at: 

Documentation for Cisco Unified ICM/Unified Contact Center (IPCC) Enterprise & Hosted, as well as 
related documentation, is accessible from Cisco.com at 

Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), 
Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified 
Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco IP IVR, 
Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).