Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)
Chapter 4 Managing Agents
Call Recording
Figure 4-2
CTI OS Chat Window
A supervisor desktop and an agent desktop exchange text messages using the
CTIOS/CTI Server. A supervisor can also send messages to a specific agent. To
use the Chat function to send a message, perform the following steps.
CTIOS/CTI Server. A supervisor can also send messages to a specific agent. 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.
the CTI OS Chat 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.
type in the Agent ID.
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.
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.
device. Calls that can be recorded include barge-in, intercept, Silent Monitored
calls, and any other calls appearing in the Supervisor call information display.