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)
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, see the
software, see the
Obtaining Documentation
Cisco provides several ways to obtain documentation, technical assistance, and
other technical resources. These sections explain how to obtain technical
information from Cisco Systems.
other technical resources. These sections explain how to obtain technical
information from Cisco Systems.
Chapter
Description
Chapter 1, “Introduction”
Provides an overview of the CTI OS Supervisor
Desktop for IPCC Enterprise and summarizes
supervisor functions and features.
Desktop for IPCC Enterprise and summarizes
supervisor functions and features.
Chapter 2, “Starting the IPCC Supervisor Desktop”
Describes how to start the CTI OS Supervisor
Desktop for IPCC Enterprise application and
logging in and off of the softphone.
Desktop for IPCC Enterprise application and
logging in and off of the softphone.
Chapter 3, “Supervisor Softphone”
Describes how a supervisor can use the IPCC
Supervisor Softphone to make, answer, and
process calls. Also describes the supervisor
functionality of the softphone.
Supervisor Softphone to make, answer, and
process calls. Also describes the supervisor
functionality of the softphone.
Chapter 4, “Managing Agents”
Describes CTI OS Supervisor Desktop for IPCC
Enterprise functions that monitor and manage
agents and agent teams.
Enterprise functions that monitor and manage
agents and agent teams.
Discusses the IPCC Softphone statistical displays.