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)
About This Guide
Purpose
This manual provides instructions for using the CTI Toolkit Supervisor Desktop. The manual includes
descriptions and instructions for supervisor features used for monitoring and managing agent team
members.
descriptions and instructions for supervisor features used for monitoring and managing agent team
members.
Note
The CTI Toolkit Supervisor Desktop is supported for use on Cisco Unified Contact Center Enterprise
(Unified CCE) and Cisco Unified Contact Center Hosted (Unified CCH). It is not supported for use on
Time Division Multiplexing (TDM) peripherals.
(Unified CCE) and Cisco Unified Contact Center Hosted (Unified CCH). It is not supported for use on
Time Division Multiplexing (TDM) peripherals.
A Word About Cisco Product Names
Cisco IPCC Enterprise Edition is renamed Cisco Unified Contact Center Enterprise (abbreviated as
Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted (abbreviated
as Unified CCH).
Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted (abbreviated
as Unified CCH).
Cisco ICM Enterprise Edition is renamed Cisco Unified Intelligent Contact Management Enterprise
(abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact
Management Hosted (abbreviated as Unified ICMH).
(abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact
Management Hosted (abbreviated as Unified ICMH).
System IPCC Enterprise is renamed Cisco Unified System Contact Center (abbreviated as Unified SCC).
These new names are introduced in Release 7.1(1). They are referenced in opening screens and
documentation, but they do not yet appear throughout the user interface. (For example, the Supervisor
Desktop title bar still reads “CTI Toolkit IPCC Supervisor Desktop”, and there is still an “IPCC”
selection on the CTI Login dialog Connect To pull-down menu.)
documentation, but they do not yet appear throughout the user interface. (For example, the Supervisor
Desktop title bar still reads “CTI Toolkit IPCC Supervisor Desktop”, and there is still an “IPCC”
selection on the CTI Login dialog Connect To pull-down menu.)
Audience
This manual is intended primarily for supervisors who will use the CTI Toolkit Supervisor Desktop to
monitor and manage agent team members. This manual assumes that an administrator has already
installed the hardware and software needed for the CTI Toolkit Supervisor Desktop.
monitor and manage agent team members. This manual assumes that an administrator has already
installed the hardware and software needed for the CTI Toolkit Supervisor Desktop.
Note
Instructions for installing the CTI Toolkit Supervisor Desktop are found in the CTI OS System Manager's
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.