Cisco Cisco IP Contact Center Release 4.6.1

Note: If the Login button is not enabled when the CTI Toolkit Agent Desktop displays, the
remote agent did not successfully log in.

On a successful login, the following occurs:

How can an agent
verify a successful
login?

•

The remote agent automatically enters the state configured on the switch, either Ready or
Not Ready state.

•

The status bar on the bottom of the CTI Toolkit Agent Desktop window displays the
following information:

–

Agent ID for the logged in agent

–

Agent Extension

–

Agent Instrument

–

Current Agent Status

–

The server that the agent is connected to

•

Buttons for actions that are allowed from your current agent state are enabled.

An agent enters either Ready or Not Ready state on comletion of a successful login, depending
on the configuration of the agent’s switch. If the agent is in the Not Ready state and the Ready
button is enabled, enter the Ready state by clicking the Ready button.

How does an agent
enter the Ready state to
start accepting calls?

To transfer a call, perform the following steps:

How does an agent
perform a conference
transfer?

1. Click the Transfer button. The CTI Dialing Pad dialog box appears.

2. Enter the phone number to be dialed in the Dialed Number field or select a destination

from the pull-down menu. The pull-down menu contains the last six numbers dialed
from this desktop.

3. Optionally, click the More button to display the Call Data tab, where you can optionally

enter data associated with the call.

The remaining steps depend on whether or not the agent wants to speak with the consulted
agent upon call transfer.

•

If the agent does not want to speak with the consulted agent, click the Single Step button.
The call is transferred automatically.

•

If the agent wants to speak with the consulted agent, click the Transfer Init button. Once
the Transfer Init button is pressed, the call will be put on hold. The agent has an opportunity
to speak to the consulted agent before completing the transfer. When the consult call is
answered, the button changes to Transfer Complete. To complete the transfer, click the
Transfer Complete button.

Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)