Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
4-7
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted
Cisco CTI OS Release 7.2(1)
Chapter 4 Managing Agents
Call Recording
Step 1
Click the Chat button in the Tools section of the Supervisor Softphone to display the CTI OS Chat
window.
window.
Step 2
In the Send To Agent ID field, use the drop-down list to select a specific agent or type in the Agent ID.
Note that you may be asked to enter the Agent Login name instead.
Note that you may be asked to enter the Agent Login name instead.
Step 3
Enter the text of the message in the Edit Outgoing Message section of the window.
Step 4
Click the Send button.
Any responses to the message appear in the Message Display section of the window.
Call Recording
This feature allows a Supervisor to record calls using a configured recording device. Calls that can be
recorded include barge-in, intercept, Silent Monitored calls, and any other calls appearing in the
Supervisor call information display.
recorded include barge-in, intercept, Silent Monitored calls, and any other calls appearing in the
Supervisor call information display.
Note
Using the Call Recording feature requires that you install third-party recording hardware/software.
Contact your Cisco representative for more information.
Contact your Cisco representative for more information.
Agent Re-skilling Tool
The Cisco Unified CCE Agent Re-skilling Tool is a browser-based application designed for use by Cisco
Unified CCE and Unified SCC call-center supervisors. It lets supervisors change the skill group designations
of agents on their team, and quickly view skill group members and details on individual agents. Changes made
to an agent's skill group membership take place immediately without need for the agent to exit and re-enter
the system, unless the agent is on an active call in which case the agent desktop toolkit statistics grid is
updated after the call is terminated.
Unified CCE and Unified SCC call-center supervisors. It lets supervisors change the skill group designations
of agents on their team, and quickly view skill group members and details on individual agents. Changes made
to an agent's skill group membership take place immediately without need for the agent to exit and re-enter
the system, unless the agent is on an active call in which case the agent desktop toolkit statistics grid is
updated after the call is terminated.
In Unified SCC the Agent Re-skilling tool is installed automatically during AW installation.
In Unified CCE, the Agent Re-skilling tool is an optional selection during distributor AW installation.
Thus, this tool may or may not be available depending on whether your company has chosen to deploy
it. You select the option by clicking the "Agent Re-skilling Web Tool" check box in Unified ICME setup
during a distributor AW install. On Unified ICME, you must have installed the JDK (available on the
Unified ICME Setup CD) prior to installing the Agent Re-skilling Tool.
Thus, this tool may or may not be available depending on whether your company has chosen to deploy
it. You select the option by clicking the "Agent Re-skilling Web Tool" check box in Unified ICME setup
during a distributor AW install. On Unified ICME, you must have installed the JDK (available on the
Unified ICME Setup CD) prior to installing the Agent Re-skilling Tool.
Access to the Agent Re-skilling Tool is limited to individuals with supervisor privileges. To access the
Agent Re-skilling Tool, perform the following steps:
Agent Re-skilling Tool, perform the following steps:
Step 1
In your browser's address bar, enter:
https://<agent_reskilling_server_ip_or_dns>/reskill
. The
<agent_reskilling_server_ip_or_dns> you must enter will be provided to you by your administrator.
Step 2
Press Enter. The Login page displays.
Step 3
Enter your supervisor username and password. Both username and password are case-sensitive.
For Agent Re-skilling tool usage instructions, refer to the Agent Re-skilling tool online help.