Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 3 Supervisor Softphone
Processing Calls
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Show Statistics. Displays the CTI Statistics window with Agent and Skill Group statistics. See
for table descriptions.
•
Chat. Initiates a chat session with a specified agent.
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Record. Record any call that appears in the supervisor’s call information display.
•
Bad Line. Logs a poor quality connection in the Unified ICME database.
Note
See “
for more information on supervisor tools.
Call Information Grid
The Call Information Grid of the Supervisor Softphone displays call information about all supervisor
calls. Any emergency and assist calls will appear in this display and can then be answered by the
supervisor.
calls. Any emergency and assist calls will appear in this display and can then be answered by the
supervisor.
Supervisor Status Bar
The Supervisor Softphone has a status bar that appears at the bottom of the window.
Processing Calls
This section describes how supervisors can use CTI Toolkit Supervisor Softphone to make, answer, and
process calls. It discusses the following tasks:
process calls. It discusses the following tasks:
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Making calls
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Answering calls
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Hanging up calls
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Transferring calls
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Conferencing calls
Making Calls
To make a call, perform the following steps:
Step 1
Enter the NotReady state.
Step 2
Click the Dial button. The CTI Dialing Pad dialog box appears.