Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

The Agent State Control window contains the following buttons used for call control:

Barge-In. To barge in on an agent’s call, a supervisor needs to select an agent from the Team State 
Information grid and then select a call from the Monitored Calls section. When the supervisor clicks 
the Barge-In button, he or she now becomes a party to the call.

The supervisor must be in the Not Ready state in order to use the barge-in function. 

Intercept. The Intercept button can only be used after barge-in. The supervisor can use the 
Intercept button to drop the agent from the call, leaving only the supervisor and the customer on 
the call. 

The Monitored Calls section of the Team Real-Time Status window displays information on calls for the 
currently selected agent. 

 lists and describes each column in the Call Information section.

CallID

The Call ID value assigned to this call by Unified 
CCE or the Unified ICME software.

Status

The status of the call, such as Ringing, Talking, or 
Held.

DNIS

The Dialed Number Identification Service number 
provided with the call.

ANI

The calling line ID of the caller, usually the caller’s 
phone number.

CED

The digits entered by the caller in response to IVR 
prompting.

DialedNumber

The number that the caller dialed.

WrapUp

Call-related wrap-up data.

CallType

The general classification of the call type.

Var1 through Var10

Call-related variable data.

In addition to the fields listed in 

, the Call Information section may display custom-configured 

Expanded Call Context (ECC) variables. See the CTI OS System Manager's Guide for Cisco ICM/IPCC 
Enterprise & Hosted Editions for details.