Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
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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
Entering Wrapup Data
Figure 1-13
CTI Dialing Pad
Step 3
Enter or click the keypad button that corresponds to the digit or character for which you want to send a
DTMF tone.
DTMF tone.
On this dialing pad, you can also specify that DTMF tones, dial tones, Ring In tones (tones that signal a
call received), and Ring Out tones (tones that signal that the phone you are calling is ringing) be muted.
call received), and Ring Out tones (tones that signal that the phone you are calling is ringing) be muted.
If you are using IP Communicator, mute these tones they do not conflict with the tones IP Communicator
produces.
produces.
Recording Calls
This feature allows a Supervisor to record calls using a configured recording device. Calls that can be
recorded include barge-in, intercept, Silent Monitored calls, and any other calls appearing in the
Supervisor call information display.
recorded include barge-in, intercept, Silent Monitored calls, and any other calls appearing in the
Supervisor call information display.
Note
Using the Call Recording feature requires that you install third-party recording hardware/software.
Contact your Cisco representative for more information.
Contact your Cisco representative for more information.
Entering Wrapup Data
Depending on how your call center is set up, you may be required or given the option of entering wrap
up information after completing a call. In such cases tTe Wrapup dialog box opens automatically when
you enter Wrapup state.
up information after completing a call. In such cases tTe Wrapup dialog box opens automatically when
you enter Wrapup state.