Cisco Cisco Computer Telephony Integration Option 8.5 User Guide

When the agent sends the emergency call or supervisor assist request, Unified ICM 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.

The Send To Agent ID drop down list is initially empty. The drop down list is populated with contacts 
as you send and receive messages to and from other agents or supervisors. Type the Agent ID into the 
field If the Agent ID drop-down list does not contain the Agent ID of the agent you wish to contact.