Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
Chapter 1 Introduction
IPCC Supervisor Softphone Overview
1-2
Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 7.0(0)
Note
The CTI Toolkit IPCC Supervisor Desktop is supported for use on Cisco IPCC
Enterprise only. It is not supported for use on Time Division Multiplexing (TDM)
ACDs.
Enterprise only. It is not supported for use on Time Division Multiplexing (TDM)
ACDs.
IPCC Supervisor Softphone Overview
The IPCC Supervisor Softphone provides supervisors with many of the same
functions that come with the agent softphone.
functions that come with the agent softphone.
This window consists of the following main sections:
•
Login. Contains buttons that allow the supervisor to log in and log out.
•
Agent State. Contains buttons that allow supervisors to change their state to
Ready, Not Ready and Wrapup.
Ready, Not Ready and Wrapup.
•
Call Control. Contains buttons that let a supervisor take various actions with
a call. These include the Dial/Answer, Hold/Retrieve, Alt/Reconn, and
Conf/Transfer buttons.
a call. These include the Dial/Answer, Hold/Retrieve, Alt/Reconn, and
Conf/Transfer buttons.
•
Tools. Contains buttons that invoke statistical displays, initiate a chat
session, record calls and report a bad line.
session, record calls and report a bad line.
•
Call Information. Displays call-related data for each call currently on the
softphone.
softphone.
•
Status bar. Displays information about the status of the softphone.
Note
See
for more information about the softphone
functions and operation.