Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
ix
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted
Cisco CTI OS Release 7.2(1)
About This Guide
Organization
The manual is divided into the following chapters.
Chapter
Description
Provides an overview of the CTI Toolkit
Supervisor Desktop and summarizes supervisor
functions and features.
Supervisor Desktop and summarizes supervisor
functions and features.
Describes how to start the CTI Toolkit Supervisor
Desktop application and logging in and off of the
softphone.
Desktop application and logging in and off of the
softphone.
Describes how a supervisor can use the Supervisor
Softphone to make, answer, and process calls.
Also describes the supervisor functionality of the
softphone.
Softphone to make, answer, and process calls.
Also describes the supervisor functionality of the
softphone.
Describes CTI Toolkit Supervisor Desktop
functions that monitor and manage agents and
agent teams.
functions that monitor and manage agents and
agent teams.
Discusses CCM based silent monitor use cases
illustrating how CCM silent monitor behaves in
various scenarios.
illustrating how CCM silent monitor behaves in
various scenarios.
Discusses the agent and skill group statistical
displays.
displays.
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several
ways to obtain technical assistance and other technical resources. These sections explain how to obtain
technical information from Cisco Systems.
ways to obtain technical assistance and other technical resources. These sections explain how to obtain
technical information from Cisco Systems.
Cisco.com
You can access the most current Cisco documentation at this URL:
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL: