Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
Chapter 4 Managing Agents
Emergency and Supervisor Assist Calls
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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise and Hosted Release 7.1(1)
Emergency and Supervisor Assist Calls
An agent may initiate Emergency and Supervisor Assist requests to get assistance
from their supervisors. The Emergency and Assist buttons are in the Supervisor
Assist section of the Agent softphone.
from their supervisors. The Emergency and Assist buttons are in the Supervisor
Assist section of the Agent softphone.
Figure 4-1
Agent Softphone Window
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.
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.
Note
In order to receive emergency or assist calls, the supervisor must be in the
Ready state.
Ready state.
Chat
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.
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.