Cisco Cisco Computer Telephony Integration OS 8.5 User Guide
2-3
CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 2 Starting Supervisor Desktop
Logging In
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Mobile Agent. Check this box if you are logging in as a Mobile Agent (that is, if logging into a
phone not directly controlled by Cisco Unified Communications Manager). In the Mobile Agent
section of the dialog box, enter the phone number that the Mobile Agent is using to receive calls on.
Enter the number in the same format as you would dial it from a IP Phone, unless your system
administrator has instructed you to enter the number in another format.
phone not directly controlled by Cisco Unified Communications Manager). In the Mobile Agent
section of the dialog box, enter the phone number that the Mobile Agent is using to receive calls on.
Enter the number in the same format as you would dial it from a IP Phone, unless your system
administrator has instructed you to enter the number in another format.
Note
CTI OS does not validate Mobile Agent phone numbers upon login. Take care to ensure that
the number you enter is valid and correct. Otherwise, a scenario results in which the CTI OS
desktop shows the incoming call, but the customer phone only hears ringing out and the agent
phone does not ring since the destination number is not correct.
the number you enter is valid and correct. Otherwise, a scenario results in which the CTI OS
desktop shows the incoming call, but the customer phone only hears ringing out and the agent
phone does not ring since the destination number is not correct.
Select one of the following Call Mode values from the pulldown menu:
–
Call-by-call. Agent’s phone is dialed for each incoming call.
–
Nailed connection. Agent’s phone is dialed once immediately after logging in and remains
connected through multiple customer calls.
connected through multiple customer calls.
Note
The instructions for using your agent or supervisor desktop described in this document do not address
important differences that may apply when you log in as a Mobile Agent. Please consult the "Using Unified
Mobile Agent" section of the Mobile Agent Guide for Cisco Unified Contact Center Enterprise for
instructions on using your desktop when you log in as a Mobile Agent.
important differences that may apply when you log in as a Mobile Agent. Please consult the "Using Unified
Mobile Agent" section of the Mobile Agent Guide for Cisco Unified Contact Center Enterprise for
instructions on using your desktop when you log in as a Mobile Agent.
The Mobile Agent Guide for Cisco Unified Contact Center Enterprise is available on your desktop software
product CD. It can also be downloaded from Cisco's Web site at:
The Mobile Agent Guide for Cisco Unified Contact Center Enterprise is available on your desktop software
product CD. It can also be downloaded from Cisco's Web site at:
Enter the information and click OK. On a successful login, the following events occur:
•
The supervisor automatically goes into the NotReady state.
•
The status bar on the bottom of the Supervisor Softphone window displays the following
information:
information:
–
Agent ID for the logged in supervisor
–
Supervisor’s extension
–
Supervisor’s instrument
–
Current supervisor status
–
The server that the supervisor is connected to
•
The Ready, Dial, and Logout agent state control buttons are enabled.
Note
Multiple users can log into Supervisor Softphone on the same workstation. Each user need only run a
separate instance of Supervisor Softphone and then log in as a different user.
separate instance of Supervisor Softphone and then log in as a different user.
Note
If a non-supervisor logs into the Supervisor Softphone, it will work just like the agent softphone except
that the Real-Time Statistics grid will stay blank.
that the Real-Time Statistics grid will stay blank.