Cisco Cisco Computer Telephony Integration Option 8.5 Guía Del Desarrollador
5-5
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 5 CTI OS ActiveX Controls
Button Controls and Grid Controls
Agent releases the call
The agent continues to be in the same state he was
in, before talking the call.
in, before talking the call.
Note
The agent will be in the Wrap-up state,
provided Wrap-up is configured.
provided Wrap-up is configured.
If Wrap-up was not configured, then the Ready
and Not Ready buttons are enabled.
and Not Ready buttons are enabled.
Agent initiates a conference
The agent is in the Talking state.
The following buttons are enabled: Statistics,
Chat ctl, Bad Line Ctrl and Reconnect.
Chat ctl, Bad Line Ctrl and Reconnect.
Consult conference call is answered
Conference Initiator Desktop
The agent is in the Talking state.
The following buttons are enabled: Statistics,
Chat ctl, BadLineCtrl, Alternate, Reconnect and
Conference complete.
Chat ctl, BadLineCtrl, Alternate, Reconnect and
Conference complete.
Note
The Ready, NR and Wrap-up buttons are
enabled based on the agent desktop
setting.
enabled based on the agent desktop
setting.
Conference Receiver Desktop
The agent is in the Talking state.
The following buttons are enabled: Hold, Release,
Supervisor Assist, Emergency Assist,
Conference, transfer, Statistics, Chat ctl and
Badline control.
Supervisor Assist, Emergency Assist,
Conference, transfer, Statistics, Chat ctl and
Badline control.
Complete conference is done for the conference
initiator
initiator
The agent continues to be in the same state he was
in, before talking the call.
in, before talking the call.
Note
The agent will be in the Wrap-up state,
provided Wrap-up is configured.
provided Wrap-up is configured.
If Wrap-up was not configured, then the Ready
and Not Ready buttons are enabled.
and Not Ready buttons are enabled.
Agent initiates a consult transfer
The agent is in the Talking state.
The following buttons enabled: Statistics, Chat
ctl, BadLine Ctrl and Reconnect.
ctl, BadLine Ctrl and Reconnect.
Table 5-2
Button Enablement in a standard CTI OS desktop for Unified CCE (continued)
Scenarios
Buttons enabled and Description