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When you click Chat from the agent desktop, the CTI OS Toolkit Chat dialog appears.
Note | The Send To Agent ID drop-down list is initially empty. The drop-down list populates with contacts as you exchange messages with other agents or supervisors. If the Agent ID drop-down list does not contain the agent ID of the agent you wish to contact, type the agent ID into the field. |
Administrators can consult the CTI OS System Manager’s Guide for Cisco Unified ICM Contact Center Enterprise & Hosted for instructions on configuring agent chat settings.
Depending on the access rights that your system administrator configured, you can chat with the following call center personnel:
The drop-down list also displays any agents with whom you chat during the current chat session.
To send a chat message, enter your text in the Edit Outgoing Message field and then click Send.
If the CTI OS Toolkit Chat dialog is open, incoming messages from other logged-in agents appear in the Message Display area. If this dialog is not open, the Chat button on the main screen flashes.
The Supervisor Assist section of the agent desktop includes two buttons for calling your supervisor.
The Emergency button, on the left, begins an emergency call to your supervisor.
The Assist button, on the right, begins a regular call to your supervisor.
When you click one of these buttons, a call appears in your supervisor’s Call Information Grid. The system administrator configures a dialed number for emergency and assist calls. The DialedNumber field on the Supervisor Desktop identifies any calls made with these buttons with that dialed number.