Cisco Cisco Computer Telephony Integration Option 8.5
3-3
Cisco ICM Software CTI Product Description Release 6.0(0)
Chapter 3 Cisco CTI Object Server (CTI OS) Software
Overview of CTI OS
Note
CTI OS only supports chat between agents on the same peripheral.
The CTI OS Agent Desktop call controls include:
•
Answer/Release
•
Hold/Retrieve
•
Transfer
•
Conference
•
Makecall
•
Alternate/Reconnect
The CTI OS Agent Desktop agent state controls include:
•
Login/Logout
•
Set ready
•
Ready/NotReady
•
Wrap up
The Media Termination softphone is an option if hard phones are not desired, but
the functionality is limited to a single line/extension. Refer to the Cisco ICM
Software IP Contact Center Installation Guide for more information about
softphone controls.
the functionality is limited to a single line/extension. Refer to the Cisco ICM
Software IP Contact Center Installation Guide for more information about
softphone controls.
Note
Cisco CTI OS Agent Desktop works with both IPCC and Time Division
Multiplexing (TDM) switches. Refer to the Cisco ICM Software CTI OS System
Manager’s Guide for details about supported switches.
Multiplexing (TDM) switches. Refer to the Cisco ICM Software CTI OS System
Manager’s Guide for details about supported switches.
Refer to the Cisco ICM Software CTI OS Agent Desktop User Guide for detailed
information about how to use the CTI OS Agent Desktop.
information about how to use the CTI OS Agent Desktop.
Cisco CTI OS Supervisor Desktop for IPCC Enterprise
The Supervisor Desktop has all of the functionality of the Agent Desktop, with
additional functions for monitoring and managing Agent Team members.
additional functions for monitoring and managing Agent Team members.