Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
C H A P T E R
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)
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Introduction
This chapter provides an overview of the CTI OS Supervisor Desktop for IPCC
Enterprise application. The desktop is made up of three major components:
Enterprise application. The desktop is made up of three major components:
•
Supervisor Softphone. The Supervisor Softphone functions in much the
same way as the agent softphone.
same way as the agent softphone.
•
Team Real-Time Status. This window provides supervisors with
information about the current state of agents who are part of the supervisor’s
team. This window also provides buttons for the following functions.
information about the current state of agents who are part of the supervisor’s
team. This window also provides buttons for the following functions.
–
Making an agent Ready
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Logging out agents
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Monitoring, silent monitoring, interrupting, and intercepting agent calls.
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CTI Statistics. This window displays two kinds of statistics.
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Individual statistics for the agent logged onto the phone
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Statistics for the skill groups that the agent is part of.
At startup the Supervisor Softphone window and the Team Real-time Status
Window display upon a successful Supervisor Login. The CTI Statistics window
appears when the Show Statistics button is clicked on the Softphone window.
Window display upon a successful Supervisor Login. The CTI Statistics window
appears when the Show Statistics button is clicked on the Softphone window.
The following sections provide an overview of each of the windows. Detailed
descriptions are found in
descriptions are found in
Chapter 3, “Supervisor Softphone”
.
Note
The CTI OS Supervisor Desktop for IPCC Enterprise is supported for use on
Cisco IPCC Enterprise only. It is not supported for use on Time Division
Multiplexing (TDM) peripherals.
Cisco IPCC Enterprise only. It is not supported for use on Time Division
Multiplexing (TDM) peripherals.