Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted
Release 9.0(1)
About This Guide
Purpose
This manual provides instructions for using the Computer Telephony Integration (CTI) Toolkit
Supervisor Desktop. The manual includes descriptions and instructions for supervisor features used for
monitoring and managing agent team members.
Supervisor Desktop. The manual includes descriptions and instructions for supervisor features used for
monitoring and managing agent team members.
Note
The CTI Toolkit Supervisor Desktop is supported for use on Cisco Unified Contact Center Enterprise
(Unified CCE) and Cisco Unified Contact Center Hosted (Unified CCH). It is not supported for use on
Time Division Multiplexing (TDM) peripherals.
(Unified CCE) and Cisco Unified Contact Center Hosted (Unified CCH). It is not supported for use on
Time Division Multiplexing (TDM) peripherals.
A Word About Cisco Product Names
Cisco IPCC Enterprise Edition is renamed Cisco Unified Contact Center Enterprise (abbreviated as
Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted (abbreviated
as Unified CCH).
Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted (abbreviated
as Unified CCH).
Cisco ICM Enterprise Edition is renamed Cisco Unified Intelligent Contact Management Enterprise
(abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact
Management Hosted (abbreviated as Unified ICMH).
(abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact
Management Hosted (abbreviated as Unified ICMH).
Rather than constantly referring to all four of the aforementioned products, the following shorthand is
used. Unless otherwise noted, Unified ICM stands for Cisco Unified Intelligent Contact Management
Enterprise and Hosted Editions, while Unified CCE/CCH stands for Cisco Unified Contact Center
Enterprise and Hosted Editions.
used. Unless otherwise noted, Unified ICM stands for Cisco Unified Intelligent Contact Management
Enterprise and Hosted Editions, while Unified CCE/CCH stands for Cisco Unified Contact Center
Enterprise and Hosted Editions.
Audience
This manual is intended primarily for supervisors who use the CTI Toolkit Supervisor Desktop to
monitor and manage agent team members. This manual assumes that an administrator has already
installed the hardware and software needed for the CTI Toolkit Supervisor Desktop.
monitor and manage agent team members. This manual assumes that an administrator has already
installed the hardware and software needed for the CTI Toolkit Supervisor Desktop.
Note
Instructions for installing the CTI Toolkit Supervisor Desktop are found in the CTI OS System Manager's
Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.