Cisco Cisco Computer Telephony Integration Option 8.5 User Guide

IN-1

CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise

Release 8.5(1)

I N D E X

agent greeting

1-3

Agent states

NotReady

1-5

Ready

1-5

Wrapup

1-6, 1-14

Agent Statistics dialog box

3-34

Answering a call

1-8

Call information

3-33

Chat

1-14

Conferencing a call

1-12

CTI OS Chat

1-15

CTI Statistics

2-23

CTI Statistics Overview

2-23

CTI Toolkit Supervisor Softphone Overview

2-23

DTMF tones

1-13

Hanging up a call

1-10

keyboard equivalents

1-18

Logging in

1-1, 2-23

Logging out

1-17

Making a call

1-7

Monitoring calls

2-25

NotReady state

1-5

Ready state

1-5

Recording calls

1-14

Silent Monitor

2-26

Silent Monitoring

2-26

Skill Group statistics

3-39

Softphone User Interface

2-23

Supervisor Assist buttons

1-17

Supervisor Softphone

2-23

Supervisor State Control

2-23

Team Real-Time Status

2-23

Team Real-Time Status Overview

2-23