Cisco Cisco Computer Telephony Integration Option 9.0
6
CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
About This Guide
Related Documentation
Related Documentation
Documentation for Cisco Unified ICM/CCE, as well as related documentation, is accessible from
Cisco.com at
Cisco.com at
•
Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS),
Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified
Contact Center Management Portal, Cisco Unified Customer Voice Portal (Unified CVP), Cisco
Unified IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).
Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified
Contact Center Management Portal, Cisco Unified Customer Voice Portal (Unified CVP), Cisco
Unified IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).
•
For documentation for these Cisco Unified Contact Center Products, go to
click on Voice and Unified Communications, then click on Cisco Unified Contact Center
Products or Cisco Unified Voice Self-Service Products, then click on the product/option you are
interested in.
Products or Cisco Unified Voice Self-Service Products, then click on the product/option you are
interested in.
•
For troubleshooting tips for these Cisco Unified Contact Center Products, go to
, then click the product/option you are
interested in.
•
Also related is the documentation for Cisco Unified CM, which can also be accessed from
•
Technical Support documentation and tools can be accessed from
•
The Product Alert tool can be accessed through (login required)
http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice
Conventions
This manual uses the following conventions:
Format
Example
Boldface type is used for user
entries, keys, buttons, and folder
and submenu names.
entries, keys, buttons, and folder
and submenu names.
Choose Edit > Find from the Configure
menu bar.
menu bar.
Italic type indicates one of the
following:
following:
•
A newly introduced term
•
For emphasis
•
A generic syntax item that
you must replace with a
specific value
you must replace with a
specific value
•
A title of a publication
•
A skill group is a collection of agents
who share similar skills.
who share similar skills.
•
Do not use the numerical naming
convention that is used in the
predefined templates (for example,
persvc01).
convention that is used in the
predefined templates (for example,
persvc01).
•
IF (condition, true-value, false-value.)
•
For more information, see the
Database Schema Guide for Cisco
Unified ICM/Contact Center
Enterprise & Hosted.
Database Schema Guide for Cisco
Unified ICM/Contact Center
Enterprise & Hosted.
An arrow ( > ) indicates an item
from a pull-down menu.
from a pull-down menu.
The Save command from the File menu is
referenced as File > Save.
referenced as File > Save.