Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
About This Guide
Organization
Organization
The manual is divided into the following chapters.
Other Publications
For additional information about Cisco Intelligent Contact Management (ICM)
software and Cisco Computer Telephony Integration (CTI) products, see the
software and Cisco Computer Telephony Integration (CTI) products, see the
listing ICM and CTI documentation.
Chapter
Description
Discusses startup, login, and logout procedures.
Describes how to change to various agent states
and details what occurs when these agent state
changes take place.
and details what occurs when these agent state
changes take place.
Describes how agents can use CTI OS Agent
Desktop to make, answer, and process calls.
Desktop to make, answer, and process calls.
Lists the circumstances under which agents are
required, permitted, or prohibited to enter wrapup
data on completion of a call. This chapter also
discusses the Wrapup dialog box.
required, permitted, or prohibited to enter wrapup
data on completion of a call. This chapter also
discusses the Wrapup dialog box.
Discusses the facilities agents can use to
communicate with call center personnel.
communicate with call center personnel.
Discusses the CTI OS Agent Desktop call
information and statistical displays.
information and statistical displays.