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Contents
- Unified Mobile Agent for agents
- CTI OS Agent Desktop
- Log in to CIT OS Agent Desktop
- Verify login
- Enable Ring Tone
- Enable Ready state
- Initiate a Call
- Transfer a Call
- Conference a call
- CRM desktop integration with Unified CCE via CTI OS
- Cisco Agent Desktop
- Log in to Cisco Agent Desktop
- Verify login to Cisco Agent Desktop
- Enable Ready state
- Initiate a call
- Transfer a call
- Conference a call
- Cisco Finesse
- Sign in to Cisco Finesse Agent Desktop
- Verify sign in to Cisco Finesse
- Enable Ready state
- Initiate a Call
Unified Mobile Agent for agents
Unified Mobile Agent is available on the following Cisco Agent Desktops:
CTI OS Agent Desktop
Unified Mobile Agent is available with the Cisco CTI OS Agent Desktop.
CTI OS Agent Desktop provides an interface that:
- Enables you to perform telephony call control, such as call answer, hold, conference, and transfer, and agent state control, such as ready/not ready and wrap up
- Presents customer call data in the form of a screen pop
- Provides you with agent statistics and chat capability
Note
CTI OS supports chat only between agents on the same peripheral.
Note
For more information about using CTI OS Agent Desktop to handle calls, see the CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
- Log in to CIT OS Agent Desktop
- Verify login
- Enable Ring Tone
- Enable Ready state
- Initiate a Call
- Transfer a Call
- Conference a call
- CRM desktop integration with Unified CCE via CTI OS
Log in to CIT OS Agent Desktop
Procedure
Related References
Verify login
Procedure
Step 1 Check to be sure that your desktop is in the Ready or Not Ready state.
Note Switch configuration determines the state the desktop enters at login time. Step 2 Check to be sure the status bar of your Unified Mobile Agent Desktop displays the following: Step 3 Check to be sure the action buttons that are allowed for your current agent state are enabled.
Enable Ring Tone
Procedure
Note
This procedure applies only to agents using CTI OS Agent Desktop in nailed connection delivery mode.By default, a CTI OS Agent Desktop in nailed connection delivery mode does not ring when a call arrives. Instead, an alert message appears on the desktop to indicate the arrival of a call.
Perform the following procedure to enable a ring tone on the CTI OS Agent Desktop:
This setting remains in effect until you change it or log out. You need to repeat these steps each time you log in.
Related References
Enable Ready state
Procedure
Note
Once you are placed in the Ready state, the ring tone is heard through the speakers of the physical machine where the Agent Desktop is installed.
Note
Once you are placed in the Ready state, the ring tone is heard through the speakers of the physical machine where the Agent Desktop is installed.
Transfer a Call
Procedure
Step 1 Click the Transfer button. The CTI Dialing Pad dialog box appears. Step 2 Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop.
Step 3 Optionally, click the More button to display the Call Data tab, where you can optionally enter data associated with the call. Step 4 Do one of the following:
Option Description If you do want to speak with the consulted agent, click the Transfer Init button.
When you press the Transfer Init button, the call is put on hold. The agent has an opportunity to speak to the consulted agent before completing the transfer. When the consult call is answered, the button changes to Transfer Complete. To complete the transfer, click Transfer Complete.
If you do not want to speak with the consulted agent, click Single Step.
The call automatically transfers.
Conference a call
Procedure
Step 1 Click the Conference button. The CTI Dialing Pad dialog box is appears.
Step 2 Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu. The pull-down menu contains the last six numbers dialed from this desktop. Step 3 Optionally, click the More button to display the CTI Dialing Pad. Step 4 Click the Conference Init button. This action places the call on hold, which gives you an opportunity to speak to the consulted agent before completing the conference. When you answer the consult call, the button changes to Conference Complete.
Step 5 Click Conference Complete to complete the conference. The two calls now appear on the Call Information Grid as one call.
CRM desktop integration with Unified CCE via CTI OS
You can integrate Customer Relationship Management (CRM) applications with Unified CCE via CTI OS to allow an agent to log in via their CRM application, and you can enhance them to allow an agent to have a Mobile Agent Checkbooks option and to supply a call mode and phone number. However, you must enhance those integrated CRM interfaces to support using Mobile Agents. It is likely that a Mobile Agent could log in via the CTI OS Agent Desktop and then continue to use the integrated CRM agent interface as usual for call control and any further agent state control. However, this capability must be verified for each CRM integrated offering.
The Cisco CTI Driver for Siebel is an installable component developed by Cisco that enables integration of the Unified CCE with the Siebel CRM Environment. In this solution, the Siebel Agent Desktop provides the agent state and call control interface. The Siebel Desktop utilizes the Cisco CTI Driver for Siebel, which is built on top of the CTI Desktop Toolkit C++ CIL to communicate with the CTI Object Server. For more information about CRM desktop integrations, See the Cisco Unified Contact Center Enterprise 8.x Solution Reference Network Design (SRND) guide.
Cisco Agent Desktop
Unified Mobile Agent is available with the Cisco Agent Desktop.
Cisco Agent Desktop:
- Provides call control capabilities, such as call answer, hold, conference, and transfer, and ACD state control—ready/not ready, wrap up, and so on
- Presents customer information through an enterprise data window and an optional screen pop
- Requires minimum screen real estate and enables agents to customize its functionality to meet their individual needs
Note
For more information about using Cisco Agent Desktop to handle calls, see CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
- Log in to Cisco Agent Desktop
- Verify login to Cisco Agent Desktop
- Enable Ready state
- Initiate a call
- Transfer a call
- Conference a call
Log in to Cisco Agent Desktop
Procedure
Step 1 Choose . Step 2 Enter your Login Name/Agent ID. You are prompted to enter either your Agent ID or Login Name. Login options are determined during the installation of the CTI OS Server.
The maximum length for the Login Name field is 32 characters. For Agent ID, extension and password fields, the maximum data length is limited to 12 characters.
Note If the login method (Login Name or Agent ID) is changed while you are in the process of logging in, an error message appears to indicate that the log in method has changed. You must restart agent desktop to log in using the new method.
Step 3 Enter your Password. Step 4 Enter your Extension. Agent desktop can control only those calls on the extension you enter in this field, regardless of whether the Mobile Agent is configured with multiple extensions.
Step 5 Select Mobile Agent Mode. Step 6 Under Mobile Agent Parameters, select a call delivery mode. Step 7 Specify a Mobile Agent Phone Number. The dial number for the phone you are using.
Note The Mobile Agent Phone Number field can contain only numeric characters. Step 8 Click OK. The agent desktop starts and is immediately minimized on the taskbar at the bottom of the Mobile Agent's Windows desktop.
Note
For a nailed connection, a setup call must be received and answered before agent login is complete.Verify login to Cisco Agent Desktop
Transfer a call
ProcedureThere are two types of transfer calls:
- Supervised transfers: In a supervised transfer, the Mobile Agent speaks to the third party to whom the call is being transferred before connecting the active call; this allows the Mobile Agent to confirm that the third party is ready to accept the call.
- Blind transfers: In a blind transfer, the Mobile Agent transfers the active call to the third party without speaking. The remote agent hangs up before the third party answers the phone and therefore, cannot confirm if the third party is ready to accept the call.
Use the following instructions to transfer a call.
Step 1 With a call active, click Transfer. The Transferring Call window appears.
Step 2 Enter the phone number to which the remote agent is transferring the call in the Name: Number field. Step 3 Click Dial. Step 4 When the phone rings, the Dial button changes to the Transfer button. Step 5 Do one of the following:
Option Description If you want to do a supervised transfer
Wait for the third person to answer the phone, announce the transfer, then click Transfer.
If you want to do a blind transfer
Click Transfer without waiting for the third person to pick up the phone.
Conference a call
ProcedureThere are two types of conference calls:
- Supervised conference. In a supervised conference, the Mobile Agent speaks to the third party the agent wants to add to the call before completing the conference, to confirm that the third party is ready to accept the call.
- Blind conference. In a blind conference, the Mobile Agent adds the third party to the conference without speaking to them.
Note
When using a blind conference to add someone to the call, the remote agent might or might not see the call tagged as a conference call in the dashboard pane.Use the following instructions to make a conference call.
Step 1 With a call active, click Conference. The Conferencing window appears.
Step 2 Enter the phone number of the person the Mobile Agent wants to add to the call in the Name: Number field. Step 3 Click Dial. When the phone rings, the Dial button changes to the Add to Conf button.
Step 4 Do one of the following:
Option Description If you want a supervised conference
Wait for the third person to answer the phone, announce the conference, then click Add to Conf.
If you want a blind conference
Click Add to Conf without waiting for the third person to pick up the phone.
The Conferencing window closes.
Step 5 To add one or more people to the conference call, repeat Steps 1 to 4 for each person.
Note
The total number of conference call participants on a call is determined by settings on the Unified CM. Ask you supervisor for the total number configured for your contact center.Cisco Finesse
Unified Mobile Agent is available with Cisco Finesse, Release 9.0(1) or later.
Finesse provides a browser-based desktop for agents and supervisors. Mobile agents can perform the same call control functions as PCCE agents. Mobile supervisors can perform all call control functions except for silent monitoring.
- Sign in to Cisco Finesse Agent Desktop
- Verify sign in to Cisco Finesse
- Enable Ready state
- Initiate a Call
Sign in to Cisco Finesse Agent Desktop
Procedure
Step 1 Enter the following URL in your browser: http://hostname/, where hostname is the hostname or IP address of the Finesse server. Step 2 In the ID field, enter your agent ID. Step 3 In the Password field, enter your password. Step 4 In the Extension field, enter your extension. For a mobile agent, the extension represents the virtual extension for the agent, also known as the local CTI port (LCP).
Step 5 Check the Sign in as a Mobile Agent check box. The Mode and Dial Number fields appear.
Step 6 From the Mode drop-down list, choose the mode you want to use. In Call by Call mode, your phone is dialed for each incoming call and disconnected when the call ends.
In Nailed Connection mode, your phone is called when you sign in and the line stays connected through multiple customer calls.
Step 7 In the Dial Number field, enter the number for the phone you are using. Step 8 Click Sign In.
Note In Nailed Connection mode, a setup call must be received and answered before sign in is complete.
In Call by Call mode, the dial number provided is not verified. To ensure the number is correct, verify the number in the header on the Agent Desktop after sign-in is complete.
Enable Ready state
Procedure
Note If you are in Call by Call mode, you must answer each incoming call on your physical phone. After you answer a call, you can perform all other call control functions (such as Conference, Transfer, Hold, Retrieve) using the desktop.
If you are in Nailed Connection mode, after you answer the initial setup call, you must perform all other call control functions using the desktop.
Initiate a Call
Procedure
Step 1 From the drop-down list below the agent name, choose Not Ready.
Note You must be in Not Ready state to initiate a call.
Step 2 Click Make a New Call. Step 3 Enter the number you want to call on the keypad, and then click Call. If you are in Call by Call mode, the CTI server sends a setup call to your phone. A message appears on the keypad that states the following:
A call will be initiated to your phone which must be answered before an outbound call to your destination can be made.
After the setup call is answered, the system establishes the outbound call to the destination specified.
