Cisco Cisco Computer Telephony Integration Option 8.5 ユーザーガイド
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 7.0(0)
Chapter 4 Managing Agents
Agent State Control
Step 1
Select the agent in the Team State Information grid.
Step 2
Click the Logout button to log the agent out, or the Make Ready button to put
the agent in a ready state.
the agent in a ready state.
Note
If a monitored agent is on a call when the supervisor clicks the Logout
button, CTI OS will log the agent out as soon as the call ends.
button, CTI OS will log the agent out as soon as the call ends.
The Agent State Control window contains the following buttons used for call
control:
control:
•
Barge-In. To barge in on an agent’s call, a supervisor needs to select an agent
from the Team State Information grid and then select a call from the
Monitored Calls section. When the supervisor clicks the Barge-In button, he
or she now becomes a party to the call.
from the Team State Information grid and then select a call from the
Monitored Calls section. When the supervisor clicks the Barge-In button, he
or she now becomes a party to the call.
Note
The supervisor must be in the Not Ready state in order to use the barge-in
function.
function.