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Coleman Technologies 2009 Engineering ForumUnified Contact Center EnterpriseColeman Technologies

Unified Contact Center Enterprise

CTI OS Agent DesktopTraining

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Objectives

• CTI OS Overview• CTI OS Desktop• Logging In/Logging Out• Agent States• CTI Dialing Pad• Hot Keys



CTI OS Three -Tiered Architecture Topology



CTI OS Desktop

To start CTI Toolkit Agent Desktop, double-click the short-cut on the desktop or go to:

Start Programs Cisco Systems CTI Toolkit Agent Desktop

Upon startup the CTI Toolkit Agent Desktop main screen appears.



CTI OS Desktop - Login

Login Contains buttons that let the agent log in or log out.



Logging In - CTI Login Window

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. Password

Your password assigned by your manager

Instrument The device ID assigned to the phone you

receive calls on.

To log into CTI Toolkit Agent Desktop, click the Login button. The Login button connects agents to the CTI Server and logs agents into a selected ACD switch.



CTI OS Desktop – Agent State

Agent State

Contains buttons that let the agent change the state of the currently logged in agent.



Agent States - Changing to Ready State

By default, upon successful login, the agent is automatically placed in a Not Ready State

If the Ready button is enabled, you are in a valid state to go to Ready.

To enter the Ready state, click the Ready button while in Not Ready state.

On entering Ready state, the agent is ready to accept ACD calls.



Agent States – Changing to Not Ready State

Entering Not Ready state opens Not Ready Reason Codes dialogue box

Choose appropriate reason for going into “Not Ready” state



Agent States – Wrap-Up State

Automatically enter Wrap-Up sate on the completion of a call

Click the Wrap-Up button to immediately enter a Wrap-Up State

Wrap-Up duration is 30 seconds, then automatically placed in a Ready state



CTI OS Desktop – Dial/Answer/Release

Dial/Answer/ReleaseTo Place a call, click the Dial button, and enter the phone

number using the provided Dial Pad.To Answer call, click the Answer button.To hang up a call, click the Release button.



CTI Dialing Pad - Making Calls

Enter a state from which you can make a call.

You are in the correct state to make a call if the Dial button is enabled.

States from which to make a call can include Ready, Not Ready, or Hold.

If the Dial button is not enabled, change your state as needed until the Dial button becomes enabled.



Sending DTMF Tones

Occasionally, the agent may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voicemail system, or other similar device.

To transmit DTMF tones when connected to a call, perform the following steps.



CTI OS Desktop – Hold/Retrieve

Hold/Retrieve Contains buttons that let the agent put a call on hold and

retrieve a held call.Select a call from the Call List, and click the Hold button

to place the call on Hold.Select the held call and click the Retrieve button to return

to the call



CTI OS Desktop – Alternate/Reconnect

Alternate/Reconnect

Contains buttons that let the agent alternate between and reconnect active calls.

Alternate and Reconnect buttons are used to switch between multiple calls in the call list.

If there are multiple calls (i.e. one inbound and one outbound), click the Alternate button to automatically place one call on hold and pick up another, with a single click.

Use the Reconnect button to choose which call to pickup with multiple calls in the call list. The initial call will automatically be placed on hold.



CTI OS Desktop – Conference/Transfer

Conference/Transfer

Contains buttons that let the agent initiate and complete conference and transfer operations.



CTI Dialing Pad - Conferencing Calls

To initiate a conference call, click the conference button.

Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu.

Click the Conf Initiate button, after talking to the 3rd party, click the Conference button to join all parties.

The pull-down menu contains the last six numbers dialed from this desktop.



CTI Dialing Pad - Conferencing Calls cont.

Click the Conference button to complete warm transfer call



CTI Dialing Pad - Transferring Calls

To transfer a call, click the Transfer button, dial the desired transfer number, and click the Trans Init or Single Step button.

Enter the number to be dialed in the Number to Dial field

Use the Trans Initiate button for warm transfers (allows agent to speak to the transferred party before passing the call)

Use the Single Step button for cold transfers (immediately transfers the caller)



CTI Dialing Pad - Transferring Calls cont.

Click the Transfer button to complete warm transfer call



CTI OS Desktop – Supervisor Assist

Supervisor Assist Contains buttons that let the agent request assistance

from a supervisorEmergency Supervisor Assist – Immediately conferences

available Supervisor into the conversationSupervisor Assist – Places a call to the available

Supervisor



CTI OS Desktop – Tools

Tools

Contains buttons that invoke statistical displays, initiate a chat session, record calls and report a bad line.



CTI OS Desktop – Statistics

Statistics

Real-Time daily statistics

Skill Group Information



CTI OS Desktop – Chat

Chat Session – Initiates a chat session with a specified user



CTI OS Desktop – Bad Line Reporter

Bad Line Reporter – Logs instances of poor call quality



CTI OS Desktop – Call Information

Call Information

Displays the current call-related detail(s) as well as variable information, where applicable



CallID The Call ID value assigned to this call by Unified CCE or the Unified ICME software

Status The status of the call, such as Ringing, Talking, or Held

DNIS The Dialed Number Identification Service number provided with the call

ANI The calling line ID of the caller, usually the caller's phone number

CED The digits entered by the caller in response to IVR prompting

DialedNumber The number that the caller dialed

WrapUp Call-related wrap-up data

CallType The general classification of the call type

Var1 through Var10 Call-related variable data

CTI OS Desktop – Call Information



CTI OS Desktop – Status Bar

Status Bar

Displays information about the status of the softphone.



Logging Out – Reason Codes

To Logout, the agent state MUST be in a Not Ready state

Click Logout button to “Logout”

Select a Reason Code for logging out of the system

Click “OK”



Logging Out

On a successful logout, the following occurs:

You are logged out of CTI OS Desktop and the ACD switch.

All entries in the status bar at the bottom of the CTI Toolkit Agent Desktop screen become blank except for Agent Status, which becomes “Unknown.”

All Agent State Control buttons except Login are disabled.

All Call Control buttons are disabled.



Main Window Keyboard Accessibility

The following Buttons have corresponding Hotkey shortcuts

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Documents

ready state slide

agent id

ready button

cti server

cti login window

valid state

login button

successful login