Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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Chapter 4 <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> Desktop<br />
OL-8669-05<br />
Emergency Assist Control<br />
Alternate Control<br />
Answer Control<br />
Bad Line Control<br />
Call Appearance Control<br />
Conference Control<br />
Hold Control<br />
Make Call Control<br />
Reconnect Control<br />
Status Bar Control<br />
Record Control<br />
Transfer Control<br />
Agent Statistics Control<br />
Skill Group Statistics Control<br />
Agent Select Control<br />
Supervisor Control<br />
Silent Monitor Control<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Desktop <strong>Solution</strong>s<br />
CTI Toolkit Agent Desktop<br />
The CTI Toolkit Agent Desktop is a Microsoft Windows application that runs on an agent's desktop PC<br />
and works with either a hardware IP phone or the <strong>Cisco</strong> IP Communicator software phone. The CTI<br />
Toolkit Agent Desktop interfaces with the CTI OS server for call control and agent state change events.<br />
The CTI Toolkit Agent Desktop includes support for desktop monitoring, which captures the voice<br />
stream on the agent's IP phone to support the silent monitoring and call recording features.<br />
CTI Toolkit Supervisor Desktop<br />
The CTI Toolkit Supervisor Desktop is a Microsoft Windows application that runs on a supervisor's<br />
desktop PC. The CTI Toolkit Supervisor Desktop interfaces with the CTI OS server for agent state<br />
change events and real-time statistics updates. The CTI Toolkit Supervisor Desktop provides the contact<br />
center supervisor with the ability to manage a team of agents. Supervisors are able to view real-time<br />
information about the agents in a team as well as interact with these agents. A supervisor can select an<br />
agent to change the agent's state, view information specific to that agent, silently monitor the agent's call,<br />
barge in or intercept the agent's call, or chat with the agent.<br />
A supervisor may also receive emergency assistance requests from agents on their team through the<br />
supervisor desktop.<br />
In the <strong>Unified</strong> CCE, supervisors may also be configured to act as agents. When this is done, the standard<br />
set of agent phone controls are available on the Supervisor Desktop.<br />
CTI Toolkit Outbound Desktop<br />
The CTI Toolkit Outbound Desktop is a Microsoft Windows application that runs on an agent's desktop<br />
PC and works with either a hardware IP phone or the <strong>Cisco</strong> IP Communicator software phone. The CTI<br />
Toolkit Outbound Desktop interfaces with the CTI OS server for call control and agent state change<br />
events. In addition to the standard set of agent controls present in the CTI Toolkit Agent Desktop, the<br />
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