Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

When the agent sends the emergency call or supervisor assist request, ICM software looks for an 
available supervisor from the supervisor group assigned to the agent and makes a call to the identified 
supervisor. The supervisor then receives an incoming call with a specific call type (that is, assist, 
emergency). If the agent has a live call when making the assistance or emergency request, the agent can 
transfer or conference the call to/with the supervisor.

In order to receive emergency or assist calls, the supervisor must be in the Ready state.

A supervisor can send a message to, or receive a chat message from, a member of the agent team. When 
a new chat message arrives at the supervisor desktop, if a CTI OS Chat window is open, it displays the 
message in the Message Display section of the window. If the Chat window is not open, the Chat button 
on the softphone flashes.

Depending on the option chosen for logging in during the installation of the CTI OS Server, the 
drop-down list associated with the Send To field in the Chat Window will contain either Login Names 
or Agent IDs.

To use the Chat function to send a message, perform the following steps.