The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
This guide provides an introduction to the CTI Toolkit Agent Desktop. The guide covers basic tasks that most users encounter.
This guide is primarily for agents who use the CTI Toolkit Agent Desktop to answer and process calls. This guide assumes that an administrator has already installed and configured all necessary software.
Section |
Content |
---|---|
Basic Use of CTI Toolkit Agent Desktop |
Discusses startup, login, and logout procedures. |
Agent States |
Describes how to change to various agent states. This chapter also details what occurs when agent state changes occur. |
Call Control |
Describes how agents can use CTI Toolkit Agent Desktop to make, answer, and process calls. This chapter also discusses the keyboard equivalents for actions by the agent. |
Wrap-up Data |
Lists the circumstances when agents either must enter wrap-up data, can optionally enter wrap-up data, or cannot enter wrap-up data upon completion of a call. This chapter also discusses the WrapUp dialog box. |
Communication with Other Call Center Personnel |
Discusses how agents communicate with other call center personnel. |
Call and Statistical Information |
Discusses the CTI Toolkit Agent Desktop call information and statistical displays. |
Document or Resource |
Link |
---|---|
Mobile Agent Guide for Cisco Unified Contact Center Enterprise & Hosted |
|
CTI OS System Manager's Guide for Cisco Unified ICM\Contact Center Enterprise & Hosted |
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This document uses the following conventions: