Cisco Cisco IPCC Web Option

To initiate a conference call, perform the following steps

How does an agent
initiate a conference
call?

1. Click the Conference 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 CTI Dialing Pad.

4. Click the Conference Init button. The call is now put on hold. The agent will have an

opportunity to speak to the consulted agent before completing the conference. When the
consult call is answered, the button changes to Conference Complete. To complete the
conference, click the Conference Complete button.

When the conference operation completes, the two calls then appear on the Call Information
Grid as one call.

An agent is able to make calls if the Dial button is enabled. Depending on the agent’s switch,
the agent might also be able to make calls if the Ready or Not Ready buttons are enabled.

When is an agent
available to make calls?

Using the CAD Desktop

To start Agent Desktop:

How does an agent
log in to the
desktop?

1. Choose Start > Programs > Cisco > Desktop > Agent. The Agent Login dialog box

appears.

• For IPCC Enterprise only, Agent Desktop prompts for either the remote agent's

Login ID or the Login Name in the Login dialog box. Which prompt appears depends
on how the administrator has configured the system.

• If the login method (Login Name or Login ID) is changed while the remote agent

is in the process of logging in, an error message appears stating that the login method
has changed. The remote agent must restart Agent Desktop in order to log in using
the new method. (The information in this note is not applicable to IPCC Express.)

2. Enter the remote agent login ID or login name, password, and extension in the appropriate

fields, and then click OK or press Enter.

–

If the remote agent attempts to log in and the login ID/login name (with or without
the same extension used in association with it) is already in use by another agent, the
remote agent will be asked to forcibly log in. If the remote agent opts to do so, that
agent is logged in and the other agent using that ID will be logged out.

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)