Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
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Cisco ICM Software CTI OS Agent Desktop User Guide Release 6.0(0)
Chapter 5 Communicating with Other Call Center Personnel
Requesting Supervisory Assistance
Requesting Supervisory Assistance
The Supervisor Assist section of CTI OS Agent Desktop main screen includes two
buttons that let you call your supervisor.
buttons that let you call your supervisor.
The Emergency button, on the left, initiates an emergency call to your supervisor.
The Assist button, on the right, initiates a regular call to your supervisor.
When you click one of these buttons, a call appears in your supervisor’s Call
Appearance grid. The DialedNumber field on the Supervisor Desktop identifies
calls made with these buttons with the DialedNumber that the system
administrator has configured for emergency and assist calls.
Appearance grid. The DialedNumber field on the Supervisor Desktop identifies
calls made with these buttons with the DialedNumber that the system
administrator has configured for emergency and assist calls.
Note
In order to receive emergency or assist calls, the supervisor must be in the
Ready state.
Ready state.