Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
Glossary
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5.5.7. Place a Conference Call on a Rockwell Spectrum Phone
1. Execute LOGIN and place a call (Refer to section 5.5.5 for steps
to „Place a call…‟).
2. Calling Agent: Presses a second line button.
3. Calling Agent: Enters the second agent's ID (4-digit extension to
whom the call is to be conferenced) and presses Enter.
The Receiving agent's line button lights up.
The Receiving agent's line button lights up.
4. Receiving Agent: Presses the receiving agent‟s Extension button.
5. Calling Agent: Presses the Conference button again to complete
the connection.
Both agents and caller are now talking.
Note:
Press the Release button to hang up the call. If the initiating
agent drops from the conference, the session gets dropped.
agent drops from the conference, the session gets dropped.
5.5.8. Making an Agent Not Ready
You can make an agent „not ready‟ by pressing the Busy button twice.
5.6. Glossary
ACD
Automatic Call Distributor. Also called a switch, an ACD is a
specialized phone system designed for handling incoming and
outgoing calls.
specialized phone system designed for handling incoming and
outgoing calls.
ACD Medium
The ACD medium on the Cisco Media Blender handles CTI messages
coming from an ACD.
coming from an ACD.
Agent
An individual who receives and handles customer calls and web-based
requests within a call center.
requests within a call center.
BAPI (Blender Application Programming Interface)
The CCS BAPI interface connects to a Cisco Media Blender remote
medium.
medium.
Blended Collaboration
In the basic Media Blender integration, a blended collaboration session
is one that is blended with the ACD. Blended Collaboration sessions
typically begin when a caller submits a Web-based request by clicking
a callback button on a web page. The caller completes a callback form
and the Collaboration Server retrieves caller information (name, phone
number, skill group). The Media Blender then blends the information
over to the ACD, which provides a callback to the customer. The
is one that is blended with the ACD. Blended Collaboration sessions
typically begin when a caller submits a Web-based request by clicking
a callback button on a web page. The caller completes a callback form
and the Collaboration Server retrieves caller information (name, phone
number, skill group). The Media Blender then blends the information
over to the ACD, which provides a callback to the customer. The