Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
4-7
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 4 Managing Agents
Call Recording
Note
To use the Chat function to send a message, perform the following steps.
Step 1
Click the Chat button in the Tools section of the Supervisor Softphone to display the CTI OS Chat
window.
window.
Step 2
In the Send To Agent ID field, use the drop-down list to select a specific agent or type in the Agent ID.
Note that you may be asked to enter the Agent Login name instead.
Note that you may be asked to enter the Agent Login name instead.
Step 3
Enter the text of the message in the Edit Outgoing Message section of the window.
Step 4
Click the Send button.
Any responses to the message appear in the Message Display section of the window.
Call Recording
This feature allows a Supervisor to record calls using a configured recording device. Calls that can be
recorded include barge-in, intercept, Silent Monitored calls, and any other calls appearing in the
Supervisor call information display.
recorded include barge-in, intercept, Silent Monitored calls, and any other calls appearing in the
Supervisor call information display.
Note
Using the Call Recording feature requires that you install third-party recording hardware/software.
Contact your Cisco representative for more information.
Contact your Cisco representative for more information.
Agent Re-skilling Tool
The Unified Contact Center Agent Re-skilling Tool is a browser-based application designed for use by
Unified Contact Center and Unified SCCE call-center supervisors. It lets supervisors change the skill group
designations of agents on their team, and quickly view skill group members and details on individual agents.
Changes made to an agent's skill group membership take place immediately without need for the agent to exit
and re-enter the system, unless the agent is on an active call in which case the agent desktop toolkit statistics
grid is updated after the call is terminated.
Unified Contact Center and Unified SCCE call-center supervisors. It lets supervisors change the skill group
designations of agents on their team, and quickly view skill group members and details on individual agents.
Changes made to an agent's skill group membership take place immediately without need for the agent to exit
and re-enter the system, unless the agent is on an active call in which case the agent desktop toolkit statistics
grid is updated after the call is terminated.
In Unified SCCE the Agent Re-skilling tool is installed automatically during Administrator & Data
Server installation.
Server installation.
In Unified Contact Center, the Agent Re-skilling tool is an optional selection during distributor
Administrator & Data Server installation. Thus, this tool may or may not be available depending on
whether your company has chosen to deploy it. You select the option by clicking the "Agent Re-skilling
Web Tool" check box in Web Setup Tool during a distributor Administrator & Data Server. On Unified
ICME, you must have installed the JDK (available on the Unified ICME Setup CD) prior to installing
the Agent Re-skilling Tool.
Administrator & Data Server installation. Thus, this tool may or may not be available depending on
whether your company has chosen to deploy it. You select the option by clicking the "Agent Re-skilling
Web Tool" check box in Web Setup Tool during a distributor Administrator & Data Server. On Unified
ICME, you must have installed the JDK (available on the Unified ICME Setup CD) prior to installing
the Agent Re-skilling Tool.
Access to the Agent Re-skilling Tool is limited to individuals with supervisor privileges. To access the
Agent Re-skilling Tool, perform the following steps:
Agent Re-skilling Tool, perform the following steps:
Step 1
In your browser's address bar, enter:
https://<agent_reskilling_server_ip_or_dns>/reskill
. The
<agent_reskilling_server_ip_or_dns> you must enter will be provided to you by your administrator.