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Cisco Cisco Computer Telephony Integration Option 8.5 User Guide

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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted
Cisco CTI OS Release 7.2(1)
Chapter 3      Supervisor Softphone
Softphone User Interface
Supervisor State Control
Use the state control buttons to set a specific supervisor state. The following buttons are used to control 
supervisor state.
  •
Login. This section contains:
  –
Login. Displays the Login window.
  –
Logout. Displays the Logout window.
Note
Instructions for using the Login and Logout buttons are found in 
  •
Agent State. This section contains:
  –
Ready. Puts the supervisor in a ready state
  –
Not Ready. Puts the supervisor in a not ready state.
  –
Wrap up. Puts the supervisor in wrapup mode.
Supervisor Call Control
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.
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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. 
Note
For instructions on using the call control buttons, see the 
 section.
Tools
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.
  •
Record. Record any call that appears in the supervisor’s call information display.
  •
Bad Line. Logs a poor quality connection in the Unified ICME database.