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Cisco Cisco Computer Telephony Integration OS 8.5 Guia Do Programador

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5-5
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
Agent releases the call
The agent continues to be in the same state he was 
in, before talking the call.
Note
The agent will be in the Wrap-up state, 
provided Wrap-up is configured.
If Wrap-up was not configured, then the Ready 
and Not Ready buttons are enabled. 
Agent initiates a conference 
The agent is in the Talking state.
The following buttons are enabled: Statistics, 
Chat ctl, Bad Line Ctrl and Reconnect.
Consult conference call is answered
Conference Initiator Desktop
The agent is in the Talking state.
The following buttons are enabled: Statistics, 
Chat ctl, BadLineCtrl, Alternate, Reconnect and 
Conference complete.
Note
The Ready, NR and Wrap-up buttons are 
enabled based on the agent desktop 
setting. 
Conference Receiver Desktop
The agent is in the Talking state.
The following buttons are enabled: Hold, Release, 
Supervisor Assist, Emergency Assist, 
Conference, transfer, Statistics, Chat ctl and 
Badline control.
Complete conference is done for the conference 
initiator 
The agent continues to be in the same state he was 
in, before talking the call.
Note
The agent will be in the Wrap-up state, 
provided Wrap-up is configured.
If Wrap-up was not configured, then the Ready 
and Not Ready buttons are enabled. 
Agent initiates a consult transfer
The agent is in the Talking state.
The following buttons enabled: Statistics, Chat 
ctl, BadLine Ctrl and Reconnect.
Table 5-2
Button Enablement in a standard CTI OS desktop for Unified CCE (continued)
Scenarios
Buttons enabled and Description