Cisco Cisco Computer Telephony Integration Option 8.5 사용자 가이드
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CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops
Starting CTI Toolkit Desktops
The information you need to provide to login can vary according to your installation. It may include
•
Connect to. Use the drop-down menu to select the connection profile that you want to use.
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Agent ID. (or Login Name) Your agent ID.
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Password. Your password.
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Instrument. (or Position ID) The device ID of the teleset you receive calls on.
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Skillgroup. Your Skill Group Number.
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Work Mode. A value representing your desired work mode, The default is ManualIn.
•
Mobile Agent. Check this box if you are logging in as a Mobile Agent (that is, if you are logging
into a phone not directly controlled by Cisco Unified Communications Manager). Then enter the
following:
into a phone not directly controlled by Cisco Unified Communications Manager). Then enter the
following:
–
Phone Number: Enter the mobile phone number you will receive calls on. Enter the number in
the same format as you would dial it from your call center, unless your system administrator tells
you to use a different format.
the same format as you would dial it from your call center, unless your system administrator tells
you to use a different format.
Note
CTI OS does not validate Mobile Agent phone numbers. Make sure you enter the number
correctly. Otherwise, your CTIOS desktop will show incoming calls but callers will hear
only ringing out, and your agent phone will not ring at all.
correctly. Otherwise, your CTIOS desktop will show incoming calls but callers will hear
only ringing out, and your agent phone will not ring at all.
–
Call Mode: Select one of these Call Modes:
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Call-by-call: You phone is dialed for each incoming call.
•
Nailedconnection: Your phone is dialed once immediately after you log in and remains
connected through multiple customer calls.
Note
The instructions for using your agent or supervisor desktop described in this document do not address
important differences that may apply when you log in as a Mobile Agent. Please consult the “Using
Unified Mobile Agent” section of the
important differences that may apply when you log in as a Mobile Agent. Please consult the “Using
Unified Mobile Agent” section of the
for instructions on using your desktop when you log in as a Mobile Agent.
After you complete all fields, click OK. Once you are logged in:
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You automatically enter either the Ready or NotReady state depending on your installation.
•
The status bar on the bottom of the CTI Toolkit Desktop Screen displays the following information:
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Your Agent ID
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Your Agent Extension
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Your Agent Instrument
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Your Current Agent Status
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The server you are connected to
•
Buttons for actions that are allowed from your current agent state are enabled.
Note
More than one user can log into a CTI Toolkit desktop on the same workstation. To do this, launch a
separate instance of the desktop and then log in as a different user.
separate instance of the desktop and then log in as a different user.