Cisco Cisco Computer Telephony Integration OS 8.5 Guia Do Programador
5-4
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 5 CTI OS ActiveX Controls
Button Controls and Grid Controls
Table 5-2
Button Enablement in a standard CTI OS desktop for Unified CCE
Scenarios
Buttons enabled and Description
Agent is not logged in to a desktop
Only the Log-in button is enabled.
Agent in the Not ready state
The agent is in the Not Ready state.
The following buttons are enabled: Ready,
Supervisor Assist, Emergency Assist, Statistics
and Chat Control and Make Call Control.
Supervisor Assist, Emergency Assist, Statistics
and Chat Control and Make Call Control.
Note
The Make Call Control button allows you
to dial out only in the Not Ready (NR)
state.
to dial out only in the Not Ready (NR)
state.
Agent in the Ready state
The agent is in the Ready state.
The following buttons are enabled: Not Ready,
Supervisor Assist, Emergency Assist, Statistics
and Chat Control and Make call Control.
Supervisor Assist, Emergency Assist, Statistics
and Chat Control and Make call Control.
Note
The Make Call Control button allows you
to dial out only in the Not Ready state.
to dial out only in the Not Ready state.
Agent gets an incoming call which is alerted on
the agent desktop
the agent desktop
The agent is in the Reserved state.
The following buttons are enabled: Statistics,
Chat Control and Bad Line Ctrl.
Chat Control and Bad Line Ctrl.
Agent answers the call
The agents 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.
Note
The Ready, Not Ready and wrap-up
buttons are enabled based on the agent
desktop settings configured in the
Configuration Manager.
buttons are enabled based on the agent
desktop settings configured in the
Configuration Manager.
Agent puts an answered call on hold
The agent is in the On hold state.
The following buttons are enabled: Retrieve,
Release, Supervisor Assist, Emergency Assist,
Statistics, Chat ctl and Badline control.
Release, Supervisor Assist, Emergency Assist,
Statistics, Chat ctl and Badline control.
Agent retrieves the call on hold
The agents 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.