Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
1-13
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
Figure 1-12
CTI Dialing Pad with More options
Step 3
Click Conference Init. This puts the call on hold. You will have an opportunity to speak to the consulted
agent before completing the conference. When the consult call is answered, the button changes to
Conference Complete. To complete the conference, click Conference Complete.
agent before completing the conference. When the consult call is answered, the button changes to
Conference Complete. To complete the conference, click Conference Complete.
When the conference operation completes, the two calls then appear on the Call Information Grid as one
call.
call.
Agent Greeting During Transfers and Conferences
Agent Greeting functions much the same for blind transfer and conference calls as it does for customer
calls. When you blind transfer a call to another agent, your customer hears the other agent's greeting
(assuming that agent has greeting enabled). Similarly, when you conference in another agent, all parties
on the call hear the other agent's greeting.
calls. When you blind transfer a call to another agent, your customer hears the other agent's greeting
(assuming that agent has greeting enabled). Similarly, when you conference in another agent, all parties
on the call hear the other agent's greeting.
Consultative transfers work a little differently. When you place a consultative transfer, your customer
will not hear the other agent's greeting. (Provided of course that you don't transfer the customer while
the other agent's greeting is still playing.)
will not hear the other agent's greeting. (Provided of course that you don't transfer the customer while
the other agent's greeting is still playing.)
Sending DTMF Tones
Occasionally, you may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voice
mail system, or other similar device.To transmit DTMF tones when connected to a call:.
mail system, or other similar device.To transmit DTMF tones when connected to a call:.
Step 1
Select an active call in the Call Information Grid.
Step 2
Click Dial. The following dialpad dialog box appears.