Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
1-12
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 1-10
CTI Dialing Pad with More options
The remaining steps depend on whether or not you wish to speak with the consulted agent upon call transfer:
•
If you do not wish to speak with the consulted agent, click Single Step. The call is transferred
automatically.
automatically.
•
If you want to speak with the consulted agent, click Transfer Init. Clicking Transfer Init puts the
call on hold. You will have an opportunity to speak to the consulted agent before completing the
transfer. When the consult call is answered, the button changes to Transfer Complete. To complete
the transfer, click Transfer Complete.
call on hold. You will have an opportunity to speak to the consulted agent before completing the
transfer. When the consult call is answered, the button changes to Transfer Complete. To complete
the transfer, click Transfer Complete.
Conferencing Calls
To initiate a conference call.
Step 1
Click on Conference. The CTI Dialing Pad dialog box appears.
Figure 1-11
CTI Dialing Pad
Step 2
Enter the phone number to be dialed in the Dialed Number field or select a destination from the
pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
Optionally, click More button to open the following display.