Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
C H A P T E R
2-23
CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
2
Supervising Agents
This chapter provides an overview of the tools available to CTI Toolkit supervisors.
Team Real-Time Status Overview
The Team Real-Time Status window provides you with the current status of members of the agent team.
It also provides information about calls that agent team members are currently handling. The window
includes buttons for placing agents in the ready state, logging agents off, starting silent monitor, stopping
silent monitor, barging in on agent calls, and intercepting agent calls.
It also provides information about calls that agent team members are currently handling. The window
includes buttons for placing agents in the ready state, logging agents off, starting silent monitor, stopping
silent monitor, barging in on agent calls, and intercepting agent calls.
Figure 2-1
CTI Toolkit Real-Time Status for Voice
Supervisor State Control
Use the state control buttons to set a specific supervisor state. The following buttons are used to control
supervisor state.
supervisor state.
•
Login. This section contains:
–
Login. Displays the Login window.
–
Logout. Displays the Logout window.
•
Agent State. This section contains:
–
Ready. Puts you in a ready state