Cisco Cisco Computer Telephony Integration Option 8.5

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.

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

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.

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.

The Supervisor Desktop has all of the functionality of the Agent Desktop, with additional functions for 
monitoring and managing Agent Team members.

The CTI Toolkit IPCC Supervisor Desktop is supported for use on Cisco IPCC Enterprise only. It is not 
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).

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).