Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
Chapter 4 Managing Agents
Monitoring Calls
4-4
Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 7.0(0)
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Intercept. The Intercept button can only be used after barge-in. The
supervisor can use the Intercept button to drop the agent from the call,
leaving only the supervisor and the customer on the call.
supervisor can use the Intercept button to drop the agent from the call,
leaving only the supervisor and the customer on the call.
Monitoring Calls
The Monitored Calls section of the Team Real-Time Status window displays
information on calls for the currently selected agent.
information on calls for the currently selected agent.
lists and describes each column in the Call Information section.
Table 4-1
Call Information Values
Column
Definition
CallID
The Call ID value assigned to this call by IPCC or the
ICM software.
ICM software.
Status
The status of the call, such as Ringing, Talking, or
Held.
Held.
DNIS
The Dialed Number Identification Service number
provided with the call.
provided with the call.
ANI
The calling line ID of the caller, usually the caller’s
phone number.
phone number.
CED
The digits entered by the caller in response to IVR
prompting.
prompting.
DialedNumber
The number that the caller dialed.
WrapUp
Call-related wrap-up data.
CallType
The general classification of the call type.
Var1 through Var10
Call-related variable data.