Cisco Cisco Computer Telephony Integration OS 8.5
3-2
CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 3 Cisco CTI Object Server (CTI OS) Software
Overview of CTI OS
Cisco CTI Toolkit Agent Desktop
Cisco CTI Toolkit Agent Desktop provides an interface that enables agents to perform telephony call
control and agent state control. The CTI Toolkit Agent Desktop provides an interface to allow call data
to be presented to the agent in the form of a screen pop. The CTI Toolkit Agent Desktop also provides
agents with statistics and chat capability.
control and agent state control. The CTI Toolkit Agent Desktop provides an interface to allow call data
to be presented to the agent in the form of a screen pop. The CTI Toolkit Agent Desktop also provides
agents with statistics and chat capability.
Note
CTI OS only supports chat between agents on the same peripheral.
The CTI Toolkit Agent Desktop call controls include:
•
Answer/Release
•
Hold/Retrieve
•
Transfer
•
Conference;
•
Makecall
•
Alternate/Reconnect
The CTI Toolkit Agent Desktop agent state controls include:
•
Login/Logout
•
Ready/NotReady
•
Wrap up
Note
Cisco CTI Toolkit Agent Desktop works with both IPCC and Time Division Multiplexing (TDM)
switches. Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted Editions for details about supported switches.
switches. Refer to the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted Editions for details about supported switches.
Refer to the CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted for detailed information about how to use the CTI Toolkit Agent Desktop.
Hosted for detailed information about how to use the CTI Toolkit Agent Desktop.
Cisco CTI Toolkit IPCC Supervisor Desktop
The Supervisor Desktop has all of the functionality of the Agent Desktop, with additional functions for
monitoring and managing Agent Team members.
monitoring and managing Agent Team members.
Note
The CTI Toolkit IPCC Supervisor Desktop is supported for use on Cisco IPCC Enterprise only. It is not
supported for use on TDM peripherals.
supported for use on TDM peripherals.
The additional capabilities of a supervisor include:
•
Provide real-time agent status information of all agent team members supervised by the supervisor
for all media (voice, e-mail, and web collaboration).
for all media (voice, e-mail, and web collaboration).
•
Provide call information (call data and events) for an actively monitored agent.
•
Support call monitoring features, including barge in, intercept, and silent monitoring of agents (see
the next section).
the next section).