Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

This chapter provides an overview of the CTI Toolkit Supervisor Desktop application. The desktop is 
made up of three major components:

Supervisor Softphone. The Supervisor Softphone functions in much the same way as the agent 
softphone. 

Team Real-Time Status. This window provides supervisors with information about the current 
state of agents who are part of the supervisor’s team. This window also provides buttons for the 
following functions.

Making an agent Ready

Logging out agents

Silent monitoring, Barge-in, and intercepting of agent calls.

Supervisors cannot be monitored, only agents can be monitored.

CTI Statistics. This window displays two kinds of statistics.

Individual statistics for the agent logged onto the phone

Statistics for the supervisor who is currently logged on and for the skill groups to which the 
supervisor and the supervisor's team belongs. 

At startup the Supervisor Softphone window and the Team Real-time Status Window display upon a 
successful Supervisor Login. The CTI Statistics window appears when the Show Statistics button is 
clicked on the Softphone window.

The following sections provide an overview of each of the windows. Detailed descriptions are found in 

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.

The CTI Toolkit Supervisor Softphone provides supervisors with many of the same functions that come 
with the agent softphone.