Cisco Cisco Computer Telephony Integration Option 8.5 参考指南
Chapter 5 Troubleshooting and Testing
Switch-specific Information
5-8
CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0)
Siemens HiCom (North America Only)
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The Release and Hold/Retrieve buttons are enabled when there is only one
call on the device. The Release button is enabled when that call’s state is
Initiating, Talking, Failed, or OnHold. The Hold button is enabled when that
call’s state is Talking, and the Retrieve button is enabled when the call’s state
is OnHold.
call on the device. The Release button is enabled when that call’s state is
Initiating, Talking, Failed, or OnHold. The Hold button is enabled when that
call’s state is Talking, and the Retrieve button is enabled when the call’s state
is OnHold.
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When there are two calls at the device, including a consult call, either call can
only be disconnected using the Reconnect button. Holding and retrieving the
calls is accomplished using the Alternate button. To disconnect the held call,
it is necessary to click Alternate first before clicking Reconnect.
only be disconnected using the Reconnect button. Holding and retrieving the
calls is accomplished using the Alternate button. To disconnect the held call,
it is necessary to click Alternate first before clicking Reconnect.
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If there are two calls at the device, and the other party on the Talking call
disconnects, the Held call can only be retrieved using the Reconnect button.
disconnects, the Held call can only be retrieved using the Reconnect button.
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Neither Single Step Transfer nor Single Step Conference are supported;
however, Blind Transfer (completing the transfer before the consulted agent
answers) is supported.
however, Blind Transfer (completing the transfer before the consulted agent
answers) is supported.
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The SendDTMFSignal request is only valid for trunk calls and will fail if
called using an inside call.
called using an inside call.
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If an agent has placed another agent on hold, the second agent can not initiate
a transfer or a conference until the first agent retrieves the call. For example:
a transfer or a conference until the first agent retrieves the call. For example:
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Agent1 is talking to Agent2 and Agent1 clicks Hold.
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Agent2’s Transfer_Init and Conference_Init buttons are disabled until
Agent1 clicks Retrieve. (Agent1’s Transfer_Init and Conference_Init
buttons are also disabled because these buttons are not allowed for a held
call.) When Agent1 clicks Retrieve, the Transfer_Init and
Conference_Init buttons will re-enable on Agent1’s and Agent2’s
softphone.
Agent1 clicks Retrieve. (Agent1’s Transfer_Init and Conference_Init
buttons are also disabled because these buttons are not allowed for a held
call.) When Agent1 clicks Retrieve, the Transfer_Init and
Conference_Init buttons will re-enable on Agent1’s and Agent2’s
softphone.