Cisco Cisco Computer Telephony Integration Option 8.5 User Guide

This manual provides instructions for using the CTI Toolkit Supervisor Desktop. The manual includes 
descriptions and instructions for supervisor features used for monitoring and managing agent team 
members. 

The CTI Toolkit Supervisor Desktop is supported for use on Cisco Unified Contact Center Enterprise 
(Unified CCE) and Cisco Unified Contact Center Hosted (Unified CCH). It is not supported for use on 
Time Division Multiplexing (TDM) peripherals.

Cisco IPCC Enterprise Edition is renamed Cisco Unified Contact Center Enterprise (abbreviated as 
Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted 
(abbreviated as Unified CCH).

Cisco ICM Enterprise Edition is renamed Cisco Unified Intelligent Contact Management Enterprise 
(abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact 
Management Hosted (abbreviated as Unified ICMH).

Rather than constantly referring to all four of the aforementioned products, the following shorthand is 
used. Unless otherwise noted, Unified ICM stands for Cisco Unified Intelligent Contact Management 
Enterprise and Hosted Editions, while Unified CC stands for Cisco Unified Contact Center Enterprise 
and Hosted Editions.

System IPCC Enterprise is renamed Cisco Unified System Contact Center (abbreviated as Unified SCC).

These new names are introduced in Release 7.1(1). They are referenced in opening screens and 
documentation, but they do not yet appear throughout the user interface. (For example, the Supervisor 
Desktop title bar still reads “CTI Toolkit IPCC Supervisor Desktop”, and  there is still an “IPCC” 
selection on the CTI Login dialog Connect To pull-down menu.)