CTI OS Agent Desktop User Guide For Cisco Unified

About This GuideYou can send comments about Cisco documentation to bug-doc@cisco.com.You can submit comments by using the response card (if present) behind the front cover of yourdocument or by writing to the following address:Cisco SystemsAttn: Customer Document Ordering170 West Tasman DriveSan Jose, CA 95134-9883We appreciate your comments.Field Alerts and Field NoticesCisco products may be modified or key processes may be determined important. These are announcedthrough use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive FieldAlerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create aprofile to receive announcements by selecting all products of interest. Log into www.cisco.com; then accessthe tool at es.do?local en.Cisco Product Security OverviewCisco provides a free online Security Vulnerability Policy portal at this URL:http://www.cisco.com/en/US/products/products security vulnerability policy.htmlFrom this site, you can perform these tasks: Report security vulnerabilities in Cisco products. Obtain assistance with security incidents that involve Cisco products. Register to receive security information from Cisco.A current list of security advisories and notices for Cisco products is available at this URL:http://www.cisco.com/go/psirtIf you prefer to see advisories and notices as they are updated in real time, you can access a ProductSecurity Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:http://www.cisco.com/en/US/products/products psirt rss feed.htmlReporting Security Problems in Cisco ProductsCisco is committed to delivering secure products. We test our products internally before we release them,and we strive to correct all vulnerabilities quickly. If you think that you might have identified avulnerability in a Cisco product, contact PSIRT: Emergencies — security-alert@cisco.comAn emergency is either a condition in which a system is under active attack or a condition for whicha severe and urgent security vulnerability should be reported. All other conditions are considerednonemergencies. Nonemergencies — psirt@cisco.comCTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & HostedCisco CTI OS Release 7.2(1)ix

About This GuideIn an emergency, you can also reach PSIRT by telephone:Tip 1 877 228-7302 1 408 525-6532We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitiveinformation that you send to Cisco. PSIRT can work from encrypted information that is compatible withPGP versions 2.x through 8.x.Never use a revoked or an expired encryption key. The correct public key to use in your correspondencewith PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy pageat this URL:http://www.cisco.com/en/US/products/products security vulnerability policy.htmThe link on this page has the current PGP key ID in use.Obtaining Technical AssistanceCisco Technical Support provides 24-hour-a-day award-winning technical assistance. The CiscoTechnical Support & Documentation website on Cisco.com features extensive online support resources.In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC)engineers provide telephone support. If you do not have a valid Cisco service contract, contact yourreseller.Cisco Technical Support & Documentation WebsiteThe Cisco Technical Support & Documentation website provides online documents and tools fortroubleshooting and resolving technical issues with Cisco products and technologies. The website isavailable 24 hours a day, at this URL:http://www.cisco.com/techsupportAccess to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com userID and password. If you have a valid service contract but do not have a user ID or password, you canregister at this oNoteUse the Cisco Product Identification (CPI) tool to locate your product serial number before submittinga web or phone request for service. You can access the CPI tool from the Cisco Technical Support &Documentation website by clicking the Tools & Resources link under Documentation & Tools. ChooseCisco Product Identification Tool from the Alphabetical Index drop-down list, or click the CiscoProduct Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: byproduct ID or model name; by tree view; or for certain products, by copying and pasting show commandoutput. Search results show an illustration of your product with the serial number label locationhighlighted. Locate the serial number label on your product and record the information before placing aservice call.CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & HostedxCisco CTI OS Release 7.2(1)

About This GuideSubmitting a Service RequestUsing the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3and S4 service requests are those in which your network is minimally impaired or for which you requireproduct information.) After you describe your situation, the TAC Service Request Tool providesrecommended solutions. If your issue is not resolved using the recommended resources, your servicerequest is assigned to a Cisco engineer. The TAC Service Request Tool is located at this tFor S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone.(S1 or S2 service requests are those in which your production network is down or severely degraded.)Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your businessoperations running smoothly.To open a service request by telephone, use one of the following numbers:Asia-Pacific: 61 2 8446 7411 (Australia: 1 800 805 227)EMEA: 32 2 704 55 55USA: 1 800 553-2447For a complete list of Cisco TAC contacts, go to this itions of Service Request SeverityTo ensure that all service requests are reported in a standard format, Cisco has established severitydefinitions.Severity 1 (S1)—Your network is “down,” or there is a critical impact to your business operations. Youand Cisco will commit all necessary resources around the clock to resolve the situation.Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of yourbusiness operation are negatively affected by inadequate performance of Cisco products. You and Ciscowill commit full-time resources during normal business hours to resolve the situation.Severity 3 (S3)—Operational performance of your network is impaired, but most business operationsremain functional. You and Cisco will commit resources during normal business hours to restore serviceto satisfactory levels.Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, orconfiguration. There is little or no effect on your business operations.Obtaining Additional Publications and InformationInformation about Cisco products, technologies, and network solutions is available from various onlineand printed sources. Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logomerchandise. Visit Cisco Marketplace, the company store, at this URL:http://www.cisco.com/go/marketplace/CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & HostedCisco CTI OS Release 7.2(1)xi

About This Guide Cisco Press publishes a wide range of general networking, training and certification titles. Both newand experienced users will benefit from these publications. For current Cisco Press titles and otherinformation, go to Cisco Press at this URL:http://www.ciscopress.com Packet magazine is the Cisco Systems technical user magazine for maximizing Internet andnetworking investments. Each quarter, Packet delivers coverage of the latest industry trends,technology breakthroughs, and Cisco products and solutions, as well as network deployment andtroubleshooting tips, configuration examples, customer case studies, certification and traininginformation, and links to scores of in-depth online resources. You can access Packet magazine atthis URL:http://www.cisco.com/packet iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companieslearn how they can use technology to increase revenue, streamline their business, and expandservices. The publication identifies the challenges facing these companies and the technologies tohelp solve them, using real-world case studies and business strategies to help readers make soundtechnology investment decisions. You can access iQ Magazine at this URL:http://www.cisco.com/go/iqmagazineor view the digital edition at this URL:http://ciscoiq.texterity.com/ciscoiq/sample/ Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineeringprofessionals involved in designing, developing, and operating public and private internets andintranets. You can access the Internet Protocol Journal at this URL:http://www.cisco.com/ipj Networking products offered by Cisco Systems, as well as customer support services, can beobtained at this URL:http://www.cisco.com/en/US/products/index.html Networking Professionals Connection is an interactive website for networking professionals to sharequestions, suggestions, and information about networking products and technologies with Ciscoexperts and other networking professionals. Join a discussion at this URL:http://www.cisco.com/discuss/networking World-class networking training is available from Cisco. You can view current offerings atthis CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & HostedxiiCisco CTI OS Release 7.2(1)

CH A P T E R1Starting and Logging Into CTI Toolkit AgentDesktopThis section discusses startup, login, and logout procedures for CTI Toolkit Agent Desktop. It includesthe following topics.Note Starting CTI Toolkit Agent Desktop. Logging into CTI Toolkit Agent Desktop, including the screens associated with the login process. Logging out of CTI Toolkit Agent Desktop, including the screens associated with the logout process.In Releases 7.0(0) and later, the CTI Toolkit Agent Desktop is available in the .NET environment.The CTI Toolkit Agent desktop will be compatible with the following operating systems. Windows 2000 Professional Windows XP ProfessionalFor complete and current information on which the Agent Desktop is supported, see the CiscoICM/IPCC Enterprise & Hosted Editions Release 7.1(1) Hardware and System Software Specifications(Bill of Materials). This document is available /icm/ccbubom/index.htmStarting CTI Toolkit Agent DesktopTo start CTI Toolkit Agent Desktop, select Start Programs Cisco Systems CTI Toolkit AgentDesktop.Upon startup the CTI Toolkit Agent Desktop main screen appears.CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & HostedCisco CTI OS Release 7.2(1)1-1

Chapter 1Starting and Logging Into CTI Toolkit Agent DesktopLogging InThis screen consists of the following sections: Login. Contains buttons that let the agent log in or log out. Agent State. Contains buttons that let the agent change the state of the currently logged in agent. Dial/Answer/Release. Contains buttons that let the agent make, answer, and hang up calls. Hold/Retrieve. Contains buttons that let the agent put a call on hold and retrieve a held call. Alternate/Reconnect. Contains buttons that let the agent alternate between and reconnect activecalls. Conference/Transfer. Contains buttons that let the agent initiate and complete conference andtransfer operations. Supervisor Assist. Contains buttons that let the agent request assistance from a supervisor. Tools. Contains buttons that invoke statistical displays, initiate a chat session, record calls and reporta bad line. Call Information. Displays call-related data for each call currently on the softphone. Status bar. Displays information about the status of the softphone. Keyboard equivalents and shortcuts related to the above buttons and displays are described inMain Window Keyboard Accessibility, page 3-5 and Call Information Grid Accessibility, page 3-6.Logging InTo log into CTI Toolkit Agent Desktop, click the Login button. The Login button connects agents to theCTI Server and logs agents into a selected ACD switch. When you click the Login button, the followingLogin dialog box appears.Enter the following information in this dialog box: Connect to. Use the drop-down menu to select the connection profile that you want to use. Agent ID. Your agent ID as assigned by your manager.CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted1-2Cisco CTI OS Release 7.2(1)

Chapter 1Starting and Logging Into CTI Toolkit Agent DesktopLogging InNoteNoteDepending on the option chosen for logging in during the installation of the CTI OS Server, theLogin dialog on the Supervisor desktop will prompt for either the Agent ID or the Login Name. Password. Your password as assigned by your manager. Instrument. The device ID assigned to the teleset you will receive calls on.The fields in the Mobile Agent section of the dialog box are accessible only if Mobile Agent was enabledduring CTI OS Server installation. NoteMobile Agent. Check this box if logging in as a Mobile Agent (that is, if logging into a phone notdirectly controlled by Cisco CallManager). In the Mobile Agent section of the dialog box, enter thephone number that the Mobile Agent is using to receive calls on. Enter the number in the same formatas you would dial it from a CallManager IP Phone, unless your system administrator has instructed youto enter the number in another format.CTI OS does not validate Mobile Agent phone numbers upon login. Take care to ensure that thenumber you enter is valid and correct. Otherwise, a scenario results in which the CTIOS desktopshows the incoming call, but the customer phone only hears ringing out and the agent phone doesnot ring since the destination number is not correct.Select one of the following Call Mode values from the pulldown menu:– Call-by-call. Agent’s phone is dialed for each incoming call.– Nailed-up. Agent’s phone is dialed once immediately after logging in and remains connectedthrough multiple customer calls.NoteThe instructions for using your agent or supervisor desktop described in this document do not addressimportant differences that may apply when you log in as a Mobile Agent. Please consult the "Using UnifiedMobile Agent" section of the Mobile Agent Guide for Cisco Unified CC Enterprise for instructions on usingyour desktop when you log in as a Mobile Agent.The Mobile Agent Guide for Cisco Unified CC Enterprise is available on your desktop software product CD.It can also be downloaded from Cisco's Web site /ps1844/products installation and configuration guides list.html.After you enter this information, click the OK button. On a successful login, the following occurs: You automatically enter the state configured on your switch, either Ready or NotReady state. The status bar on the bottom of the CTI Toolkit Agent Desktop Screen displays the followinginformation:– Agent ID for the logged in agent– Agent Extension– Agent Instrument– Current Agent Status– The server that the agent is connected to.CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & HostedCisco CTI OS Release 7.2(1)1-3

Chapter 1Starting and Logging Into CTI Toolkit Agent DesktopLogging Out NoteButtons for actions that are allowed from your current agent state are enabled.Multiple agents may log into CTI Toolkit Agent Desktop on the same workstation. Each agent need onlyrun a separate instance of CTI Toolkit Agent Desktop and then log in as a different user.Logging OutTo log out of the CTI Toolkit Agent Desktop, perform the following steps:Step 1If the Logout button is enabled, click it. Some switches require that an agent be in NotReady state to logout; therefore, the Logout button is disabled in any other state. In this case, click NotReady first, thenclick Logout.Step 2Depending on how your administrator has configured your agent settings, a Select Reason Code dialogbox may appear after you click NotReady.This dialog box includes a list of reason codes.NoteFor information on how an administrator can set an agent’s logout parameters, see the Cisco IPContact Center Enterprise Edition Administration Guide.Step 3Highlight a reason code in the list.Step 4Click OK.NoteStep 5For an explanation of NotReady state, see Chapter 2, “Changing Agent States.”When you enter the NotReady state, the Logout button becomes enabled. Click the Logout button.CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted1-4Cisco CTI OS Release 7.2(1)

Chapter 1Starting and Logging Into CTI Toolkit Agent DesktopIP CommunicatorStep 6Depending on how your administrator has configured your agent settings, a Select Reason Code dialogbox may appear next.This dialog box includes a list of defined reason codes.Step 7Highlight a reason code in the list.Step 8Click OK.On a successful logout, the following occurs:Note You are logged out of CTI OS and the ACD switch. All entries in the status bar at the bottom of the CTI Toolkit Agent Desktop screen become blankexcept for Agent Status, which becomes “Unknown.” All Agent State Control buttons except Login are disabled. All Call Control buttons are disabled.In a Mobile Agent environment, if a Nailed-up mobile agent connection is dropped (for example, whendisconnecting the phone), the agent is logged out automatically.IP CommunicatorReleases 7.0(0) and later of CTI Toolkit Agent Desktop support IP Communicator as a replacement forMedia Terminatio

CTI OS Agent Desktop User Guide for Cisco ICM/CC Enterprise & Hosted Cisco CTI OS Release 7.2(1) About This Guide Purpose This manual provides instructions for using the CTI Toolkit Agent Desktop. Audience This manual is intended primarily for agents who will use CTI Toolkit Agent Desktop to answer and process calls.File Size: 1MBPage Count: 62