Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

The EmergencyAssistCtl is a button that provides a UI to place emergency or supervisor assist calls to 
a supervisor. On the Unified ICM side this functionality is implemented with a script (see the CTI OS 
System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted). The main 
difference between the emergency call and supervisor assist requests is the script to be run. An agent 
may click this control whether he has a call or not. If the agent has an active customer call, clicking this 
button will place a consult call to the supervisor. The “Conference Complete” as well as the “Transfer 
Complete” will be enabled to allow the agent to either conference the supervisor into the call or to 
transfer the call to the supervisor. If configured, clicking this button can also cause a single step 
conference. The behavior (emergency call or supervisor assist) can be set via the ButtonType property 
set from the Property Page, as described under AgentState controls.

The HoldCtl is a button that provides a UI for sending hold and retrieve call requests. The behavior (hold 
or retrieve) can be set via the ButtonType property set from the Property Page, as described under 
AgentState controls.