Cisco Cisco Computer Telephony Integration Option 9.0 ユーザーガイド
C H A P T E R
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CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 9.0(1)
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Processing Calls
This chapter describes how agents can use the CTI Toolkit Agent Desktop to make, answer, and process
calls. It discusses the following tasks:
calls. It discusses the following tasks:
•
Making calls
•
Answering calls
•
Hanging up calls
•
Transferring calls
•
Conferencing calls
•
Sending DTMF Tones
•
Keyboard Accessibility
Making Calls
To make a call, perform the following steps:
Step 1
Enter a state from which you can make a call. You are in the correct state to make a call if the Dial button
is enabled. This is switch specific; valid states from which to make a call can include Ready, NotReady,
or Hold. If the Dial button is not enabled, change your state as needed until the Dial button becomes
enabled.
is enabled. This is switch specific; valid states from which to make a call can include Ready, NotReady,
or Hold. If the Dial button is not enabled, change your state as needed until the Dial button becomes
enabled.
Step 2
Click the Dial button. The following dialog box appears.