Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
5-7
Cisco ICM Software CTI Driver for Siebel 7 Reference Guide Release 6.0(0)
Chapter 5 Troubleshooting and Testing
Switch-specific Information
•
Agents need to enter a WorkReady request while talking in order to remain in
the NotReady state after the call is finished.
the NotReady state after the call is finished.
•
Agent can receive a direct call if they are in the NotReady state, but the agent
will not get a Ringing event (such as BeginCall or CallDelivered, or any
others) until the call is answered (on a hard phone).
will not get a Ringing event (such as BeginCall or CallDelivered, or any
others) until the call is answered (on a hard phone).
•
Consultation calls: Place the outside line call on hold and make another inside
line call. The Cisco Driver for Siebel 7 enables Siebel CTI toolbar buttons to
initiate transfer/conference both ways:
line call. The Cisco Driver for Siebel 7 enables Siebel CTI toolbar buttons to
initiate transfer/conference both ways:
–
Using Hold and MakeCall buttons (as described above): Hold the current
call and make another call
call and make another call
–
Using TransferInit/ConferenceInit buttons
–
Blind Transfer is available
–
Single-step transfer is available for ACD calls
•
Conference calls:
–
After the conference call is complete, the conference originator can still
make calls (with a different call ID), which is treated as a single
conference call. (This behavior on a soft phone is similar to the Spectrum
hard phone.)
make calls (with a different call ID), which is treated as a single
conference call. (This behavior on a soft phone is similar to the Spectrum
hard phone.)
–
The conference originator (after the conference call is complete), can do
the following when there are two calls present (similar to Spectrum hard
phone behavior):
the following when there are two calls present (similar to Spectrum hard
phone behavior):
Hold/Retrieve holds/retrieves both calls simultaneously (similar to a
Spectrum hard phone).
Spectrum hard phone).
ReleaseCall releases both calls and stops the conference. To release the
call, one party from the conference must put another party on Hold first
(similar to Spectrum hard phone behavior).
call, one party from the conference must put another party on Hold first
(similar to Spectrum hard phone behavior).
Siemens HiCom (North America Only)
•
The Release and Hold/Retrieve buttons are enabled when there is only one
call on the device. The Release button is enabled when that call’s state is
Initiating, Talking, Failed, or OnHold. The Hold button is enabled when that
call’s state is Talking, and the Retrieve button is enabled when the call’s state
is OnHold.
call on the device. The Release button is enabled when that call’s state is
Initiating, Talking, Failed, or OnHold. The Hold button is enabled when that
call’s state is Talking, and the Retrieve button is enabled when the call’s state
is OnHold.