Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide

These are basic call scenarios and only to be used for reference. Customized desktops can have different 
enablement behaviors.

The held call is selected for 
Consult Conference when the 
call rings on the conference 
agent desktop

The following buttons ar enabled: Statists, Chat ctl, BadLine Ctrl 
and Reconnect.

The Ready, NR and Wrap-up buttons are enabled based on 
the agent desktop setting.

The held call is selected for 
Consult Transfer when the call 
rings on the conference agent 
desktop

The following buttons are enabled: Statistics, Chat ctl, BadLine 
Ctrl and Reconnect.

The Ready, NR and Wrap-up buttons are enabled based on 
the agent desktop setting.

The button enablement on IPCC desktops based on the agent desk 
settings depends on:

Work Mode incoming

Work Mode outgoing 

The button enablement described are common, the only difference 
being they are enabled on an incoming call or an outgoing call 
based on the settings.

Agent desk setting configuration 
is set to Not Allowed 

The agent is not allowed to go to the Wrap-up state.

No state transition buttons are enabled as long as the call is on the 
agent desktop.

Buttons Enabled - Default behavior.

Agent desk setting configuration 
is set to Optional

The Ready, NR and Wrap-up buttons are enabled once a call is 
answered and the agent is in the Talking state.

Agent desk setting configuration 
is set to Required/Required 
with data

No state change buttons are enabled when the agent is talking on a 
call. After the call, the agent state changes to Wrap-up. 

In the Wrap-up dialog box, if you select “Apply”, the Ready and NR 
buttons are enabled and the agent’s state changes based on the 
selection (button click) done by the agent. 

Supervisor assist and Emergency assist are not present on a 
supervisor desktop. The rest of the button enablement are 
only applicable for different scenarios described above.