Cisco Cisco Computer Telephony Integration Option 8.5 User Guide

The Supervisor Softphone provides the following call control buttons.

Dial. Initiates a new call. 

Answer. Answers the selected call.

Release. Drops a selected call.

Hold. Puts the selected call on hold.

Retrieve. Takes back the call from the hold state.

Alternate. Puts an active call on hold and retrieves the held call.

Reconnect. Drops the talking connection and reconnects to the held call.

Transfer. Initiates a call transfer operation.

Conference. Initiates a conference operation. 

For instructions on using the call control buttons, see the 

section.

The Tools buttons provide the supervisor with the following capabilities.

Show Statistics. Displays the CTI Statistics window with Agent and Skill 

Group statistics. See 

 for table 

descriptions.

Chat. Initiates a chat session with a specified agent or all agents.

Record. Record any call that appears in the supervisor’s call information 
display.

Bad Line. Logs a poor quality connection in the ICM database.

See 

 for more information on supervisor tools.