Cisco Cisco Computer Telephony Integration OS 8.5 사용자 가이드
C H A P T E R
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User Guide Release 6.0(0)
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Managing Agents
The CTI OS Supervisor Desktop for IPCC Enterprise receives the current agent
state information for each team member under his or her supervision from CTI
OS. It then displays the current agent state for all team members in the Team
Real-Time status window. The Team Real-Time Status window has the following
components:
state information for each team member under his or her supervision from CTI
OS. It then displays the current agent state for all team members in the Team
Real-Time status window. The Team Real-Time Status window has the following
components:
•
Team State Information. The Team State Information window provides you
with the current status of members of the agent team. Authorized supervisors
can change the state of an actively monitored agent to make ready and logout.
with the current status of members of the agent team. Authorized supervisors
can change the state of an actively monitored agent to make ready and logout.
•
Monitored Calls. This section of the window displays call information for
the agent that the supervisor selects. This section also includes buttons that
allow the supervisor to silent monitor, barge in, or intercept a call.
the agent that the supervisor selects. This section also includes buttons that
allow the supervisor to silent monitor, barge in, or intercept a call.
Other supervisor functions include:
•
Chat. A supervisor can send a message to or receive a chat message from a
member of the agent team. When the chat message arrives at the supervisor
desktop, a CTI OS Chat window displays the message in the Message Display
section of the window.
member of the agent team. When the chat message arrives at the supervisor
desktop, a CTI OS Chat window displays the message in the Message Display
section of the window.
•
Record. With the proper recording equipment installed, supervisors can
record any call that appears in their call control window.
record any call that appears in their call control window.