Cisco Cisco E-Mail Manager Unity Integration Option Design Guide

The ActiveX Controls include:

Agent State Control

Chat Control

Emergency Assist Control

Alternate Control

Answer Control

Bad Line Control

Call Appearance Control

Conference Control

Hold Control

Make Call Control

Reconnect Control

Status Bar Control

Record Control

Transfer Control

Agent Statistics Control

Skill Group Statistics Control

Agent Select Control

Supervisor Control

Silent Monitor Control

The CTI Toolkit Agent Desktop is a Microsoft Windows application that runs on an agent's desktop PC 
and works with either a hardware IP phone or the Cisco IP Communicator software phone. The CTI 
Toolkit Agent Desktop interfaces with the CTI OS server for call control and agent state change events.

The CTI Toolkit Agent Desktop includes support for desktop monitoring, which captures the voice 
stream on the agent's IP phone to support the silent monitoring and call recording features.

The CTI Toolkit Supervisor Desktop is a Microsoft Windows application that runs on a supervisor's 
desktop PC. The CTI Toolkit Supervisor Desktop interfaces with the CTI OS server for agent state 
change events and real-time statistics updates. The CTI Toolkit Supervisor Desktop provides the contact 
center supervisor with the ability to manage a team of agents. Supervisors are able to view real-time 
information about the agents in a team as well as interact with these agents. A supervisor can select an 
agent to change the agent's state, view information specific to that agent, silently monitor the agent's call, 
barge in or intercept the agent's call, or chat with the agent.

A supervisor may also receive emergency assistance requests from agents on their team through the 
supervisor desktop.

In the Unified CCE, supervisors may also be configured to act as agents. When this is done, the standard 
set of agent phone controls are available on the Supervisor Desktop.