Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
1-2
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted
Cisco CTI OS Release 7.2(1)
Chapter 1 Introduction
Team Real-Time Status Overview
This window consists of the following main sections:
•
Login. Contains buttons that allow the supervisor to log in and log out.
•
Agent State. Contains buttons that allow supervisors to change their state to Ready, Not Ready and
Wrapup.
Wrapup.
•
Call Control. Contains buttons that let a supervisor take various actions with a call. These include
the Dial/Answer, Hold/Retrieve, Alt/Reconn, and Conf/Transfer buttons.
the Dial/Answer, Hold/Retrieve, Alt/Reconn, and Conf/Transfer buttons.
•
Tools. Contains buttons that invoke statistical displays, initiate a chat session, record calls and report
a bad line.
a bad line.
•
Call Information. Displays call-related data for each call currently on the softphone.
•
Status bar. Displays information about the status of the softphone.
Note
See
for more information about the softphone functions and
operation.
Team Real-Time Status Overview
The Team Real-Time Status window provides you with the current status of members of the agent team.
It also provides information about calls that agent team members are currently handling. The window
includes buttons for placing agents in the ready state, logging agents off, starting silent monitor, stopping
silent monitor, barging in on agent calls, and intercepting agent calls.
It also provides information about calls that agent team members are currently handling. The window
includes buttons for placing agents in the ready state, logging agents off, starting silent monitor, stopping
silent monitor, barging in on agent calls, and intercepting agent calls.
Note
See
for more information about the Team Real-Time Status window.