Cisco Cisco Unified Contact Center Enterprise 9.0(2)

This section contains the following topics:

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Using CTI Toolkit and CAD Desktops

Using the CTI Toolkit Agent Desktop

To log into CTI Toolkit Agent Desktop, click the Login button. The Login button connects
agents to the CTI Server and logs agents into a selected ACD switch. When an agent clicks
the Login button, the CTI Login dialog box appears.

How does an agent log
in to the desktop?

Enter the following information in the dialog box:

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Connect to. Use the drop-down menu to select the connection profile that you want to use.

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Agent ID. The agent ID as assigned by the agent's manager.

Note: Depending on the option chosen for logging in during the installation of the CTI OS
Server, the Login dialog on the Agent desktop will prompt for either the Agent ID or the
Login Name.

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Password. The password as assigned by the agent's manager.

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Instrument. The device ID assigned to the teleset where the agent will receive calls.

After entering this information, click the OK button.

On a successful login, the following occurs:

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

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

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Agent ID for the logged in agent

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Agent Extension

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Agent Instrument

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Current Agent Status

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The server that the agent is connected to

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

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)