Download 'CTI Toolkit Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise'
CTI Toolkit Desktop Client Installation • CTIToolkitDesktopClient,page1 • UpgradefromPreviousVersion,page2 • InstallCiscoCTIToolkitDesktopClientComponent,page2. Toolkit Desktop Software: Get product. End-of-Sale and End-of-Life Announcement for the CTI OS and Cisco Agent Desktop for Cisco Unified Contact Center.
Rudolph Pearson
2 years ago
Views:
Transcription
1 CTI Toolkit Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:
2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB s public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, CCSI, Cisco Eos, Cisco Explorer, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco TrustSec, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of Green are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, ilynx, IOS, iphone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1002R) Copyright 2010, Cisco Systems, Inc. All rights reserved.
3 CONTENTS About This Guide v Purpose v Audience v Important Note for Mobile Agent Users v Related Documentation 1-v Conventions vi Obtaining Documentation and Submitting a Service Request Documentation Feedback 1-vii 1-vi CHAPTER 1 Using the CTI Toolkit Agent and Supervisor Desktops 1-1 Starting CTI Toolkit Desktops 1-1 How to Log In 1-1 About the Agent and Supervisor Desktops 1-3 About the Tool Bar 1-3 About the Call Information Grid 1-3 About the Status Bar 1-4 IP Communicator 1-4 Changing Your Agent State 1-5 Changing to Ready State 1-5 Changing to NotReady State 1-5 Changing to Wrapup State 1-6 Processing Calls 1-6 Making Calls 1-7 Answering Calls 1-8 Using Agent Greeting When Answering Calls 1-8 Call State During Whisper Announcement 1-9 Hanging Up Calls 1-10 Transferring Calls 1-11 Conferencing Calls 1-12 Agent Greeting During Transfers and Conferences 1-13 Sending DTMF Tones 1-13 Recording Calls 1-14 Entering Wrapup Data 1-14 Communicating with Other Call Center Personnel 1-15 iii
4 Contents CTI OS Chat 1-15 Requesting Supervisory Assistance (Agent Desktop only) 1-17 How to Log Out 1-17 Keyboard Shortcuts 1-18 Desktop Tool Bar Button Shortcuts 1-18 Call Information Grid Shortcuts 1-18 Accessibility Options 1-20 Support for the JAWS Screen Reader 1-20 Keyboard Commands for JAWS 1-20 Accessibility and Asynchronous Events 1-20 CHAPTER 2 Supervising Agents 2-23 Team Real-Time Status Overview 2-23 Supervisor State Control 2-23 Managing Agents 2-24 Team State Information 2-24 Agent State Control 2-25 Monitoring Calls 2-25 Silent Monitoring 2-26 Unified CM Based Silent Monitor Use Cases 2-27 Silent Monitor With Agent Greeting and Whisper Announcement 2-32 Agent Re-Skilling Tool CHAPTER 3 Interpreting Call and Statistical Information 3-33 Call Information 3-33 Agent Statistics 3-34 Skill Group Statistics 3-39 Statistics Window Navigation 3-49 I NDEX iv
5 About This Guide Purpose This manual provides instructions for using the default, production-ready CTI Toolkit Agent Desktop. Audience This manual is intended primarily for agents and supervisors who use the CTI Toolkit Desktop to answer and process calls. This manual assumes that an administrator has already installed the hardware and software needed to run the CTI Toolkit Desktops. Important Note for Mobile Agent Users The instructions for using your agent or supervisor desktop described in this document do not address differences that apply when you log in as a Mobile Agent. Please consult the 'Using Unified Mobile Agent' section of the Mobile Agent Guide for Cisco Unified Contact Center Enterprise for instructions on using your desktop when you log in as a Mobile Agent. The Mobile Agent Guide for Cisco Unified Contact Center Enterprise is available on your desktop software product CD. It can also be downloaded from Cisco's Web site at: s_list.html. Related Documentation Documentation for Cisco Unified ICM/Unified Contact Center (IPCC) Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP), Cisco IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS). v
6 Obtaining Documentation and Submitting a Service Request About This Guide For documentation for these Cisco Unified Contact Center Products, go to click on Voice and Unified Communications, then click on Cisco Unified Contact Center Products or Cisco Unified Voice Self-Service Products, then click on the product/option you are interested in. For troubleshooting tips for these Cisco Unified Contact Center Products, go to then click the product/option you are interested in. Documentation for Cisco Unified Communications Manager, is accessible from: Technical Support documentation and tools are accessible from: The Product Alert tool can be accessed through (login required) Conventions This manual uses the following conventions. Format Boldface type is used for user entries, keys, buttons, and folder and submenu names. Italic type indicates one of the following: A newly introduced term For emphasis A generic syntax item that you must replace with a specific value A title of a publication An arrow ( > ) indicates an item from a pull-down menu. Example Choose Edit > Find from the ICM Configure menu bar. A skill group is a collection of agents who share similar skills. Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01). IF (condition, true-value, false-value) For more information, see the Database Schema Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted. The Save command from the File menu is referenced as File > Save. Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: Subscribe to the What s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0. vi
7 About This Guide Documentation Feedback Documentation Feedback You can provide comments about this document by sending an to the following address: We appreciate your comments. vii
8 Documentation Feedback About This Guide viii
9 CHAPTER 1 Using the CTI Toolkit Agent and Supervisor Desktops This chapter describes how to login, and use the CTI Toolkit Agent and Supervisor desktops. Starting CTI Toolkit Desktops To access your CTI Toolkit Desktop: 1. Select Start > Programs > Cisco Systems CTI Toolkit. 2. Select Agent Desktop (for agents) or Supervisor Desktop (for supervisors). How to Log In To log into your CTI Toolkit Desktop, on the tool bar, click the Login button. Figure 1-1 CTI Login Dialog 1-1
10 Starting CTI Toolkit Desktops Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops The information you need to provide to login can vary according to your installation. It may include Connect to. Use the drop-down menu to select the connection profile that you want to use. Agent ID. (or Login Name) Your agent ID. Password. Your password. Instrument. (or Position ID) The device ID of the teleset you receive calls on. Skillgroup. Your Skill Group Number. Work Mode. A value representing your desired work mode, The default is ManualIn. Mobile Agent. Check this box if you are logging in as a Mobile Agent (that is, if you are logging into a phone not directly controlled by Cisco Unified Communications Manager). Then enter the following: Phone Number: Enter the mobile phone number you will receive calls on. Enter the number in the same format as you would dial it from your call center, unless your system administrator tells you to use a different format. Note CTI OS does not validate Mobile Agent phone numbers. Make sure you enter the number correctly. Otherwise, your CTIOS desktop will show incoming calls but callers will hear only ringing out, and your agent phone will not ring at all. Call Mode: Select one of these Call Modes: Call-by-call: You phone is dialed for each incoming call. Nailedconnection: Your phone is dialed once immediately after you log in and remains connected through multiple customer calls. Note The instructions for using your agent or supervisor desktop described in this document do not address important differences that may apply when you log in as a Mobile Agent. Please consult the Using Unified Mobile Agent section of the Mobile Agent Guide for Cisco Unified Contact Center Enterprise for instructions on using your desktop when you log in as a Mobile Agent. After you complete all fields, click OK. Once you are logged in: You automatically enter either the Ready or NotReady state depending on your installation. The status bar on the bottom of the CTI Toolkit Desktop Screen displays the following information: Your Agent ID Your Agent Extension Your Agent Instrument Your Current Agent Status The server you are connected to Buttons for actions that are allowed from your current agent state are enabled. Note More than one user can log into a CTI Toolkit desktop on the same workstation. To do this, launch a separate instance of the desktop and then log in as a different user. 1-2
11 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops About the Agent and Supervisor Desktops About the Agent and Supervisor Desktops About the Tool Bar Depending on how your call center has been set up, your agent or supervise desktop may contain all or just some of these button groups: Login. Buttons that let you log in and out. Agent State. Buttons that let you change the state of your availability. Greeting: Buttons to turn your Agent Greeting on and off, and a button to record and listen to your greetings. Dial/Answer/Release. Buttons that let you make, answer, and hang up calls. Hold/Retrieve. Buttons that let you put a call on hold and retrieve a held call. Alternate/Reconnect. Buttons that let you alternate between and reconnect active calls. Conference/Transfer. Buttons that let you initiate and complete conference and transfer operations. Supervisor Assist. (on Agent Desktops only) Buttons that let you request assistance from a supervisor. Tools. Buttons that invoke statistical displays, initiate a chat session, record calls, and report a bad line. Video. (not shown) Opens the ViewMaster video browser page. This must be enabled/configured during client setup. About the Call Information Grid The call information grid area of the agent and supervisor desktops displays call-related data for each call currently on the softphone. Table 1-1 Column CallID Call Information Values Definition The Call ID value assigned to this call by Unified Contact Center or the Unified ICM. 1-3
12 About the Agent and Supervisor Desktops Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Table 1-1 Call Information Values (continued) Status DNIS ANI CED DialedNumber WrapUp CallType Var1 through Var10 The status of the call, such as Ringing, Talking, or Held. The Dialed Number Identification Service number provided with the call. The calling line ID of the caller, usually the caller s phone number. The digits entered by the caller in response to IVR prompting. The number that the caller dialed. Call-related wrap-up data. The general classification of the call type. Call-related variable data. About the Status Bar The status bars on the agent and supervisor desktop windows display information about the status of the softphone. IP Communicator CTI Toolkit desktops support IP Communicator as a replacement for Media Termination. (Media Termination is not supported.) IP Communicator is neither installed with or started with CTI Toolkit desktops. You must start IP Communicator manually. If you log into your desktop, and IP Communicator has not been started that is, the device is not in service and registered with Unified CM you may see the following: Error Message CTI Warning: The request failed because a timeout limit was exceeded. Note IP Communicator softphone introduces features such as Call Park and Pickup that are not supported by Cisco Unified CCE. For all call-handling purposes desktop controls must be used. Also, to conserve resources, keep IP Communicator minimized as much as possible. If you have questions about IP Communicator, contact your system manager. Set the following Communicator preferences: Uncheck the Bring to Front on Active Call option (default is unchecked) Check the Hide on Minimize option (default is unchecked) 1-4
13 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Changing Your Agent State Figure 1-2 Cisco IP Communicator Changing Your Agent State This section describes how to change to the Ready, Not Ready, and Wrapup states. It does not discuss automatic agent state transitions (such as Ready or NotReady to Talking) that occur by means other than clicking the Agent State control buttons. Caution When on an Aspect ACD, clicking the Ready or Not-Ready buttons while you are on a call will hang up the call. Changing to 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 NotReady state. On entering Ready state, you are ready to accept calls. Changing to NotReady State If the NotReady button is enabled, you are in a valid state to go to NotReady. To enter the NotReady state, click the NotReady button. Depending on your installation, you may need to provide a reason for going NotReady. Figure 1-3 Not Ready Reason Codes selection Dialog 1-5
14 Processing Calls Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops On entering NotReady state you cannot accept routed calls but you can still receive calls made to your direct extension. In some installations you can still receive calls made to your Agent ID. Changing to Wrapup State Depending on your installation, there are two possible ways to enter Wrapup state: You enter wrapup state automatically when you complete a call. You enter wrapup when you click the Wrapup button, either immediately or after you complete the current call. You cannot receive calls while in the Wrapup states. When you enter Wrapup state, the Wrapup dialog box opens. Figure 1-4 WrapUp Data selection Dialog You can select one of the displayed choices or enter something different in the edit box. You can also enter wrapup data in the WrapUp column of the Call Information grid any time a call is displayed. Processing Calls This section describes how to make, answer, and process calls. It discusses the following tasks: Making Calls Answering Calls Using Agent Greeting When Answering Calls Hanging Up Calls Transferring Calls Conferencing Calls Sending DTMF Tones Desktop Tool Bar Button Shortcuts Call Information Grid Shortcuts How to Log Out 1-6
15 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Processing Calls Making Calls To make a call: Step 1 Step 2 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. This is switch specific; legal states from which to make a call can include Ready, NotReady, or Hold. If the Dial button is not enabled, change your state as needed until the Dial button becomes enabled. Click Dial. The following dialog box appears. Figure 1-5 CTI Dialing Pad Step 3 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. Optionally, you can click More to get the following display. Figure 1-6 CTI Dialing Pad with More options Step 4 This display contains the Call Data tab, where you can optionally enter data associated with the call. Click Dial. 1-7
16 Processing Calls Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Answering Calls When the Call Information Grid shows an alerting call, the Answer button enables. To answer an incoming call, click Answer. When the call is answered, the Release button becomes enabled. Note If a button enablement event disables the button that currently has focus, focus will be moved to the first enabled button in the tab order. Using Agent Greeting When Answering Calls The Agent Greeting feature lets you record a message that plays automatically to callers when they connect to you. Your greeting message can welcome the caller, identify yourself, and include other useful contextual information. With Agent Greeting, each caller can receive a clear, well-paced, language-appropriate, and enthusiastic introduction. And it saves you, the agent, from having to repeat the same introductory phrase for each call. It also gives you a moment to review your desktop software screen pop while the greeting plays. The process of recording a greeting is much the same as recording a message for your voice mail. Depending on how your call center is set up, you may be able to record different greetings that play for different types of callers (for example, an English greeting for English speakers or an Italian greeting for Italian speakers). By default, greeting play is enabled when you log in to your agent desktop. But you can turn it off and on as necessary. How to Record a Greeting Recording an Agent Greeting is very similar to recording a personal message for your voice mail. To record a greeting, you must be logged in to your desktop software and in the Not Ready state. To record a greeting: 1. Click the Agent Greeting Record button on your desktop. 2. You may hear a brief ring tone, after which you'll receive voice instructions for recording a greeting. Options may include selecting a greeting type (if your call center uses more than one greeting per agent), recording, playing back, and confirming whether to use the new greeting. There will also be an option for listening to your existing greetings. 3. When you connect to the Record Greeting service, a dialog box containing a dial pad opens on your agent desktop. You can use either it or the keypad on your phone to make your selections. (If you accidentally close the dialog box before you are done recording your greeting you will not be able to re-open it; use the keypad or your hard phone to complete your recording.) 1-8
17 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Processing Calls How to Delete a Greeting How to Review Your Greetings Enabling or Disabling Greeting Play 4. If you prefer to exit without recording a greeting, simply release the call. How many different greetings you will use and need to record is determined by your call center. It may vary depending on things like your skill group membership or the time of day or day of the week. Your call center also determines how long your greeting can be. When you are recording, you receive notification if you have reached the maximum recording time. You cannot delete an agent greeting. However, you can record over previously recorded greetings. When you record over a greeting, the new greeting will be used for the next customer call you take. If you simply want to listen to your current greeting(s), click the Agent Greeting Record button on your desktop and select the greeting you want to listen to. Your CTI desktop tool bar includes a Greeting button that lets you turn the Agent Greeting feature off and on. There are various reasons you might want to turn off your greeting. You might want to turn off your greeting on a day when you have a cold and you are concerned that your voice does not sound like your recorded message. Or you might want to turn off a greeting that was appropriate yesterday but isn't today, until you have time to go Not Ready and record a new one. Turning off Agent Greeting will not affect a greeting that is already playing to a caller. Turning off Agent Greeting stops your greetings from playing until you manually turn it back on again, or until the next time you log in to the desktop; Agent Greeting is always automatically turned on at login. To turn Agent Greeting off, with Greeting enabled, click the Greeting button. The button's icon changes to To turn Agent Greeting back on, click the button again. Its icon changes to If Your Desktop Closes If, while you are logged in, your agent or supervisor desktop software closes for any reason, when you relaunch it your Agent Greeting state is set to Enabled. Call State During Whisper Announcement Your call center s Unified CCE installation may include the Whisper Announcement feature. Whisper Announcement lets you hear a brief, pre-recorded message just before you connect with each caller. The announcement is played only to you; the caller hears ringing while the announcement plays. 1-9
18 Processing Calls Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops While the content of the announcement can be anything, it will typically contain information about the caller that helps you handle the call. The information might be the caller's language preference, choices he made from a menu (Sales, Service), his customer status (Platinum, Gold, Regular), and so on. While a Whisper Announcement is playing, your agent or supervisor desktop will show the call in Ring state. Your physical phone will show your state as Talking. Hanging Up Calls To hang up a call, click the Release button.transferring Calls To transfer a call: Step 1 Click on the Transfer button. The CTI Dialing Pad dialog box appears. Figure 1-7 CTI Dialing Pad Step 2 Step 3 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. Optionally, you can click the More button to get the following display. Figure 1-8 CTI Dialing Pad with More options This display contains the Call Data tab, where you can optionally enter data associated with the call. 1-10
19 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Processing Calls The remaining steps depend on whether or not you wish to speak with the consulted agent upon call transfer. If you do not wish to speak with the consulted agent, click Single Step. The call is transferred automatically. If you wish to speak with the consulted agent, click Transfer Init. Clicking Transfer Init puts the call on hold. You will have 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. Transferring Calls To transfer a call: Step 1 Click on Transfer. The CTI Dialing Pad dialog box appears. Figure 1-9 CTI Dialing Pad 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. Optionally, click More button to open the following display. 1-11
20 Processing Calls Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Figure 1-10 CTI Dialing Pad with More options The remaining steps depend on whether or not you wish to speak with the consulted agent upon call transfer: If you do not wish to speak with the consulted agent, click Single Step. The call is transferred automatically. If you want to speak with the consulted agent, click Transfer Init. Clicking Transfer Init puts the call on hold. You will have 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. Conferencing Calls To initiate a conference call. Step 1 Click on Conference. The CTI Dialing Pad dialog box appears. Figure 1-11 CTI Dialing Pad 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. Optionally, click More button to open the following display. 1-12
21 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Processing Calls Figure 1-12 CTI Dialing Pad with More options Step 3 Click Conference Init. This puts the call on hold. You will have an opportunity to speak to the consulted agent before completing the conference. When the consult call is answered, the button changes to Conference Complete. To complete the conference, click Conference Complete. When the conference operation completes, the two calls then appear on the Call Information Grid as one call. Agent Greeting During Transfers and Conferences Agent Greeting functions much the same for blind transfer and conference calls as it does for customer calls. When you blind transfer a call to another agent, your customer hears the other agent's greeting (assuming that agent has greeting enabled). Similarly, when you conference in another agent, all parties on the call hear the other agent's greeting. Consultative transfers work a little differently. When you place a consultative transfer, your customer will not hear the other agent's greeting. (Provided of course that you don't transfer the customer while the other agent's greeting is still playing.) Sending DTMF Tones Occasionally, you may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voice mail system, or other similar device.to transmit DTMF tones when connected to a call:. Step 1 Step 2 Select an active call in the Call Information Grid. Click Dial. The following dialpad dialog box appears. 1-13
22 Entering Wrapup Data Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Figure 1-13 CTI Dialing Pad Step 3 Enter or click the keypad button that corresponds to the digit or character for which you want to send a DTMF tone. On this dialing pad, you can also specify that DTMF tones, dial tones, Ring In tones (tones that signal a call received), and Ring Out tones (tones that signal that the phone you are calling is ringing) be muted. If you are using IP Communicator, mute these tones they do not conflict with the tones IP Communicator produces. Recording Calls This feature allows a Supervisor to record calls using a configured recording device. Calls that can be recorded include barge-in, intercept, Silent Monitored calls, and any other calls appearing in the Supervisor call information display. Note Using the Call Recording feature requires that you install third-party recording hardware/software. Contact your Cisco representative for more information. Entering Wrapup Data Depending on how your call center is set up, you may be required or given the option of entering wrap up information after completing a call. In such cases tte Wrapup dialog box opens automatically when you enter Wrapup state. 1-14
23 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Communicating with Other Call Center Personnel Figure 1-14 WrapUp Data Code selection Dialog You can select a reason from the list box or enter wrapup text in the text box, then click the Apply button to proceed. Note It is not possible to enter wrap up data for the consult call following a completed transfer or a conference call, because the consult call is not only cleared but also completely ended. If you wish to enter wrap-up data for a call to be transferred, you must do so while the call is in progress by double clicking the Wrap-up column for the call in the Call Information section. However a wrap-up data window is available when you drop out from a conference call after the call is completed. After you click the Apply button on the Wrapup dialog box, you may click the Ready or NotReady buttons to go to one of those states. If you do not click one of these buttons after a configurable period of time, you eventually return to the state that was in effect before the previous call. For incoming routed calls, your state returns to Ready. For outgoing calls, state returns to NotReady. For incoming internal calls, your state returns to either Ready or NotReady depending on the state that was in effect before the call. Communicating with Other Call Center Personnel This section describes tools you can use to contact other agents and supervisors. CTI OS Chat When you click the Chat button from the CTI Toolkit Desktop main screen, the CTI OS Chat dialog box opens. 1-15
24 Communicating with Other Call Center Personnel Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Figure 1-15 CTI Toolkit Chat Note The Send To Agent ID drop down list is initially empty. The drop down list is populated with contacts as you send and receive messages to and from other agents or supervisors. Type the Agent ID into the field If the Agent ID drop-down list does not contain the Agent ID of the agent you wish to contact. Depending on the access rights your system administrator has configured you can chat with the following call center personnel. The primary supervisor of your team The secondary supervisor of your team Anyone in your agent team Anyone on the same peripheral The agent IDs of agents you have chatted with during the current chat session are also displayed. To send a chat message, enter the text of your message in the Edit Outgoing Message field. If the CTI OS Chat dialog box is open, incoming messages from other logged-in agents appear in the Message Display window. If this dialog box is not open, the Chat button on the main screen will flash; then click the Send button. The following table describes the keys used to operate Send To Agent ID combo box. Key Up/Down arrows Action Not Editing Move to the previous/next item in the list. Editing Any typing is replaced with the previous/next item in the list. Move to the previous/next item in the list. Alphanumeric Begin editing. Characters appended to current string. characters Right/Left arrows Nothing Move cursor around in the string. 1-16
25 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops How to Log Out Requesting Supervisory Assistance (Agent Desktop only) The Supervisor Assist section of the CTI Toolkit Agent Desktop includes two buttons that let you call your supervisor. The Emergency button, on the left, initiates an emergency call to your supervisor. The Assist button, on the right, initiates a regular call to your supervisor. When you click one of these buttons, a call appears in your supervisor s Call Information Grid. The DialedNumber field on the Supervisor Desktop identifies calls made with these buttons with the DialedNumber that the system administrator has configured for emergency and assist calls. Note In order to receive emergency or assist calls, you must be in the Ready state. How to Log Out Step 4 To log out of your CTI Toolkit Desktop: 1. If the Logout button is enabled, click it. (Some installations may require you to switch to the NotReady state before you can log out.) Depending on how your system is set up, you may be prompted to select a Select Reason Code, Select a reason from the list and click OK. Figure 1-16 Not Ready Reason Codes After you log out: You are logged out of CTI OS and the ACD switch. All entries in the status bar at the bottom of the 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. Note For mobile agents, when a Nailed-up mobile agent connection is dropped (for example, when you disconnect the phone), you are logged out automatically. Uncheck the Bring to Front on Active Call option (default is unchecked) Check the Hide on Minimize option (default is unchecked) 1-17
26 Keyboard Shortcuts Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Keyboard Shortcuts Desktop Tool Bar Button Shortcuts You can use these keystrokes in place of the buttons on the desktop toolbar. Button Login Logout Ready Not Ready Wrapup Dial Answer call Release call Hold Retrieve Alternate Reconnect Conference Transfer Emergency Supervisor assist Show statistics Chat Record Bad line Hotkey Alt+l Alt+o Alt+r Alt+n Alt+w Alt+d Alt+a Alt+x Alt+h Alt+i Alt+s Alt+e Alt+c (Toggle key) Alt+t (Toggle key) Alt+g Alt+q Alt+y Alt+z Alt+f Alt+b Call Information Grid Shortcuts Following are the keyboard shortcuts for movement within the Call Information Grid window: Key Alt+j Tab Shift-tab Action Moves focus to the Call Appearance Grid. Move to the element that follows the grid in the tab order. Move to the element that precedes the grid in the tab order. 1-18
27 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Keyboard Shortcuts Key right arrow left arrow up arrow down arrow Action Move to the cell to the right of the current cell. If the user selects the right arrow in the last cell of the current line, the focus will move to the first cell of the current line. Move to the cell to the left of the current cell. If the user selects the left arrow in the first cell of the current line, the last cell on the current line will be highlighted. Move to the cell above the current cell. If the current cell is at the top of its column, the focus will wrap to the first non-empty row from the bottom of the current column. Move to the cell below the current cell. If the current cell is at the bottom of its column or if the row following the current row is empty, the focus will wrap to the top of the current column. Use these commands to edit the contents of a call grid cell: Key Not Editing Del Clear the contents of the cell and begin editing. Any character Does nothing. currently allowed to be entered in the cell except backspace Action Editing Delete the character that follows the cursor. If you are editing, the character typed is placed at the cursor position. Backspace The contents of the cell are deleted. The character before the cursor is deleted. The user is placed into edit mode. Enter Does nothing Ends editing and leaves focus on the current cell. F2 Places the cursor at the beginning of the value in the cell. Does nothing. Right arrow Left arrow Move to the cell to the right of the current cell. If the user selects the right arrow in the last cell of the current line, the focus will move to the first cell of the current line. Move to the cell to the left of the current cell. If the user selects the left arrow in the first cell of the current line, the last cell on the current line will be highlighted. Move the cursor further one step or to the last character. Move the cursor to one step backward or to the first character. 1-19
28 Accessibility Options Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Key Up arrow Down arrow Not Editing Move to the cell above the current cell. If the current cell is at the top of its column, the focus will wrap to the first non-empty row from the bottom of the current column. Move to the cell below the current cell. If the current cell is at the bottom of its column or if the row following the current row is empty, the focus will wrap to the top of the current column. Action Does nothing. Does nothing. Editing Esc Does nothing. Restores the cell to the value it had before being edited and exit edit mode. Accessibility Options Support for the JAWS Screen Reader CTI OS desktops support the JAWS Screen Reader, version 8.0 and above. Keyboard Commands for JAWS When a cell on the call grid is highlighted, press F3 to have JAWS read back the cell's header and the cell's contents. When an entire row is selected, press Insert + Up Arrow to have JAWS read the contents of each cell in the row. Press Insert + Page Down to have JAWS read the status bar. Accessibility and Asynchronous Events The following table lists different asynchronous events and how to use the JAWS screen reader the determine their state. Event OnConnection and OnConnectionClos ed Answer call, conference call, transferred call Notification To determine if you are connected, have JAWS read the status bar. Your phone provides an audible clue. To have JAWS determine if you have a call, have it read the status bar. 1-20
29 Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops Accessibility Options Event Call established Call held Call conferenced, call transferred Call cleared Agent state changes Notification Your phone signals the call is established (ringing ends). To have JAWS provide information on the call, highlight the call s row and have JAWS read the contents of each cell in the row. Your phone provides an audible clue. To have JAWS provide information on the call, highlight the call s row and have JAWS read the contents of each cell in the row. The phone is the best way to determine if the call has been conferenced or transferred. The call grid also reflects the state of the call. The phone and the call grid can be used to determine the state of the call. To determine your state, have JAWS read the status bar. 1-21
30 Accessibility Options Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops 1-22
31 CHAPTER 2 Supervising Agents This chapter provides an overview of the tools available to CTI Toolkit supervisors. Team Real-Time Status Overview The Team Real-Time Status window provides you with the current status of members of the agent team. It also provides information about calls that agent team members are currently handling. The window includes buttons for placing agents in the ready state, logging agents off, starting silent monitor, stopping silent monitor, barging in on agent calls, and intercepting agent calls. Figure 2-1 CTI Toolkit Real-Time Status for Voice Supervisor State Control Use the state control buttons to set a specific supervisor state. The following buttons are used to control supervisor state. Login. This section contains: Login. Displays the Login window. Logout. Displays the Logout window. Agent State. This section contains: Ready. Puts you in a ready state 2-23
32 Chapter 2 Supervising Agents Not Ready. Puts you in a not ready state. Wrap up. Puts you in wrapup mode. Note When you as a supervisor log in to the Supervisor Desktop after the agent, the real time agent state is displayed as 'unknown until there is a change in the agent s state. If you log in before the agent, the agent s existing state is displayed. Managing Agents The CTI Toolkit Supervisor Desktop receives the current agent state information for each team member under his or her supervision from CTI OS. It then displays the current agent state for all team members in the Team Real-Time Status window. The Team Real-Time Status window has the following components: Team State Information. The Team State Information window provides you with the current status of members of the agent team. Authorized supervisors can change the state of a monitored agent to Ready and Logout. This section also includes buttons that let you silent monitor, barge in, or intercept a call. Note When using CTI OS based silent monitor, supervisors cannot be silent monitored. Only agents can be silent monitored. When using Unified CM-based silent monitor, supervisors can be silent monitored. Monitored Calls. This section of the window displays call information for the agent that you select. Other supervisor functions include: Agent Re-skilling. Unified Contact Center includes the Agent Re-skilling tool. This tool, an optionally installed browser-based application separate from the Supervisor Desktop, lets supervisors change the skill group designations of agents on his/her team and lets supervisors quickly view skill group members and details on individual agents. Team State Information The Team State Information section of the Team Real-Time Status window displays the following information for agents that are logged in: Name. The agent s name. AgentID. The agent s ID, as assigned by the agent s manager. State. Current state of the logged in agent within voice domain. Time in State. The amount of time the agent has been in the current state. Note The agent-state times that the CTI Toolkit Supervisor Desktop displays are estimates. The actual amount of time that the agent takes in a respective state may be obtained from the Unified ICME database. Login Name. The used by the agent to login when login by agent name is configured. 2-24
33 Chapter 2 Supervising Agents SkillName. The names of the skillgroups to which the agent belongs. Skillgroup. Identifiers of the skill groups to which the agent belongs. Available for Call. Indicates if the agent is available to take a call. This column is relevant to multimedia configurations where an agent may be busy in another medium (such as or collaboration) and therefore will not be routed calls even if Ready in voice. Agent State Control You can use the Agent State Control to change the state of monitored agents. Possible state changes are Logout and Make Ready. Note If a supervisor changes the state of a monitored agent, a reason code of 999 is passed down and recorded in the Unified ICME database. To control the agent state, perform the following steps. Step 1 Select the agent in the Team State Information grid. Step 2 Figure 2-2 Click the Logout button to log the agent out, or the Make Ready button to put the agent in a ready state. Note If a monitored agent is on a call when you clicks the Logout button, CTI OS will log the agent out as soon as the call ends. The Agent State Control window contains the following buttons used for call control: Barge-In. To barge in on an agent s call, a supervisor needs to select an agent from the Team State Information grid and then select a call from the Monitored Calls section. When you clicks the Barge-In button, he or she now becomes a party to the call. Note You must be in the Not Ready state in order to use the barge-in function. Intercept. The Intercept button can only be used after barge-in. You can use the Intercept button to drop the agent from the call, leaving only you and the customer on the call. Monitoring Calls The Monitored Calls section of the Team Real-Time Status window displays information on calls for the currently selected agent. Table 2-1 lists and describes each column in the Call Information section. 2-25
34 Chapter 2 Supervising Agents Table 2-1 Call Information Values Column CallID Status DNIS ANI CED DialedNumber WrapUp CallType Var1 through Var10 Definition The Call ID value assigned to this call by Unified Contact Center or the Unified ICM. The status of the call, such as Ringing, Talking, or Held. The Dialed Number Identification Service number provided with the call. The calling line ID of the caller, usually the caller s phone number. The digits entered by the caller in response to IVR prompting. The number that the caller dialed. Call-related wrap-up data. The general classification of the call type. Call-related variable data. Silent Monitoring Silent monitoring provides you with the ability to listen in on agent s calls for quality control and performance evaluation. Two silent monitoring types are supported for Unified Contact Center: CTI OS based Unified CM based Both CTI OS based and Unified CM based silent monitor sessions are started and stopped using the Start Silent Monitor and Stop Monitoring Agent buttons on the Team State window. Supervisor State Requirements for Silent Monitor CTI OS Based Silent Monitoring When using Unified CM based silent monitor, you must be in the Not Ready state in order to silent monitor an agent. When using CTI OS based silent monitor, you are able to silent monitor when in the Ready state. A supervisor can choose to silent monitor an agent on his/her team. Silent Monitoring means that voice packets sent to and received by the agent s IP device are captured from the network and sent to your desktop. At your desktop, these voice packets are decoded and played on your system sound card. To start a Silent Monitor session, a supervisor must select a logged in agent from the Team State Information grid and then click the Start Silent Monitor button. When the targeted agent desktop accepts the session, the voice conversation between the monitored agent and the caller will be forwarded to your desktop and played back on the sound card of the system. Note Silent Monitor does not capture and translate DTMF digits that are selected on either the CTI OS Agent Desktop or on an agent's IP device. 2-26
35 Chapter 2 Supervising Agents To stop a Silent Monitor session, a supervisor clicks the Stop Monitoring Agent button anytime during the session. As soon as you click the button, the voice conversation stops playing back. Cisco Unified Communications Manager (Unified CM) Based Silent Monitoring Unified CM Based Silent Monitor Overview Unified CM based Silent Monitor provides a supervisor with a means to listen in on agent calls in Unified Contact Center call centers that use Unified CM version 6.0 and higher. Supervisors can send Silent Monitor requests to monitor agents without the agent being aware of any monitoring activity. When the Unified CM based approach is adopted for silent monitoring, the agent's phone is used to forward the agent's conversation to your phone. Unified CM based silent monitor is the Unified CM implementation of silent monitor. When Unified CM based silent monitor is used, silent monitor is implemented as a call. After initiating silent monitor, your are able to hear the agent s conversation using their phone. The following section describes how to enable Unified CM based silent monitor in custom CTI OS applications. Silent monitor is triggered by selecting the start silent monitor button on your desktop. The call that results from the silent monitor request displays on your desktop, but not the agent desktop. On the Real-Time Status Grid, the agent is listed as monitored. Both the original call and the silent monitor call are listed in the Monitored Calls grid. CTI OS and Unified CM Based Silent Monitor Differences Besides the differences in implementation CTI OS and Unified CM silent monitor also differ in when they can be invoked and when they end. Table 2-2 Silent Monitor Differences CTI OS Silent Monitor You can silent monitor an agent in any state, as long as the agent is logged in. You can silent monitor an agent that is on hold. When an agent consults, you automatically hear the consult call. Supervisor can silent monitor while in any state. Supervisor can barge-in while silent monitoring. When a call ends, as long as you have not stopped silent monitoring, you automatically silent monitors the next call. Unified CM Silent Monitor You can only silent monitor an agent when the agent and customer are talking. You cannot silent monitor an agent that is on hold. When an agent consults, you must stop silent monitoring the held call and start silent monitoring the consult call. You can only silent monitor when in the not ready state. You must stop silent monitoring before barging in. When the call that is being silent monitored ends, the silent monitor call ends. You must re-start silent monitor when the agent answers another call. Unified CM Based Silent Monitor Use Cases The following use cases illustrate how Unified CM silent monitor behaves in various scenarios. 2-27
Accessibility Guidelines for Cisco Unified Contact Center Management Portal
Accessibility Guidelines for Cisco Unified Contact Center Management Portal Release 8.0(1) February 2010 Corporate Headquarters Cisco System s, Inc. 170 West Tasman D riv e San Jose, CA 95134-1706 USA
More information
Release Notes for Cisco IronPort Email Security Plug-in 7.1
Release Notes for Cisco IronPort Email Security Plug-in 7.1 Revised: December 10, 2010 Contents These release notes contain information critical to upgrading and running the Cisco IronPort Email Security
More information
Release Notes for Cisco IronPort Email Security Plug-in 7.2
Release Notes for Cisco IronPort Email Security Plug-in 7.2 Revised: October 12, 2011 Contents These release notes contain information critical to installing and running the Cisco IronPort Email Security
More information
Cisco Registered Envelope Recipient Guide
September 8, 2008 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 Text Part Number:
More information
Cisco Unified Computing Virtualization Services
Cisco Unified Computing Virtualization Services Accelerating the Success of Your Virtualization Initiative The Cisco Unified Computing Virtualization Services provide expert assistance in the planning,
More information
Installation Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 9.0(1)
Installation Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 9.0(1) First Published: June 21, 2012 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA
More information
Cisco Unified Reporting Administration Guide
This guide provides an overview of the Cisco Unified Reporting web application, describes how to use the application, and provides procedures for completing various reporting tasks. The guide, which serves
More information
Cisco Data Center Virtualization Assessment Service
Cisco Data Center Virtualization Assessment Service Prepare for End-to-End Virtualization of Your Data Center A proactive approach to virtualization helps maintain the application performance, security,
More information
Configuring Cisco Unified Communications Manager for the NovaTec TransNova S3 Voice Gateway
Configuring Cisco Unified Communications Manager for the NovaTec TransNova S3 Voice Gateway This document describes how to configure Cisco Unified Communications Manager systems to use the NovaTec TransNova
More information
Cisco Director Class SAN Planning and Design Service
Cisco Director Class SAN Planning and Design Service Improve data center infrastructure for accessing, managing, and protecting growing information resources. Mitigate risk and accelerate the deployment
More information
Collaboration: Know Your Enthusiasts and Laggards
. White Paper Collaboration: Know Your Enthusiasts and Laggards What You Will Learn Collaboration has captured the attention of organizations seeking a competitive edge in a challenging economy. Executives
More information
Getting Started. Cisco Desktop Product Suite 4.5 (ICD)
Getting Started Cisco Desktop Product Suite 4.5 (ICD) Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387)
More information
Hardware and System Software Specification for Cisco Unified Web and E-Mail Interaction Manager
Hardware and System Software Specification f Cisco Unified Web and E-Mail Interaction Manager F Unified Contact Center Express Release 4.2(5) October 2009 Americas Headquarters Cisco Systems, Inc. 170
More information
Medical Data Exchange A New Approach to Healthcare Interoperability
Medical Data Exchange A New Approach to Healthcare Interoperability Introduction The healthcare industry has reached a tipping point. Costs have escalated at an unprecedented rate in the United States
More information
Cisco Unified Attendant Console Backup and Restore Guide
Cisco Unified Attendant Console Backup and Restore Guide Revised: January 28, 2013, 2011, This document describes how to back up Cisco Unified Attendant Console server Version 9.0 (all Editions), and restore
More information
Cisco Wide Area Application Services Optimizes Application Delivery from the Cloud
Cisco Wide Area Application Services Optimizes Application Delivery from the Cloud What You Will Learn The adoption of cloud-based computing and applications promises to improve the agility, efficiency,
More information
Cisco Smar t Busines s Communications System IP Phone Por tfolio
Cisco Smar t Busines s Communications System IP Phone Por tfolio Rich voice conversations, stylish appearance, and support for business applications. The Cisco Smart Business Communications System (SBCS)
More information
Cisco UCS Director Payment Gateway Integration Guide, Release 4.1
First Published: April 16, 2014 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883
More information
Cisco Virtual Desktop Infrastructure Planning and Design Service
Cisco Virtual Desktop Infrastructure Planning and Design Service Reduce IT costs and increase application availability, scalability, and manageability with a virtualized desktop solution The Cisco Virtual
More information
Transferring Files Using HTTP or HTTPS
Transferring Files Using HTTP or HTTPS First Published: May 5, 2005 Last Updated: May 14, 2009 Cisco IOS Release 12.4 provides the ability to transfer files between your Cisco IOS software-based device
More information
Cisco Unified Web and Interaction Manager System Requirements
Cisco Unified Web and E-Mail Interaction Manager System F Unified Contact Center Express Release 4.2(1) July 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706
More information
Release Notes for Cisco Support Tools Release 2.4(1)
Release Notes for Cisco Support Tools Release 2.4(1) July 2009 Contents Introduction, page 1 System Requirements, page 2 New Features, page 4 Limitations and Restrictions, page 4 Important Notes, page
More information
Integrating CAD with Thin Client and Virtual Desktop Environments
Integrating CAD with Thin Client and Virtual Desktop Environments CAD for Cisco Unified Contact Center Express, releases 6.2 10.5 CAD for Cisco Unified Contact Center Enterprise, releases 7.0 10.0 First
More information
Data Centre Disaster Recovery and Business 4 Continuance
A Hot Topic in the NHS: Evolution of the Data Centre Data Centre Disaster Recovery and Business 4 Continuance Cisco has a long-standing commitment to the NHS and, over many years, has been able to offer
More information
Configuring the SA 500 for Active Directory Authentication of VPN Clients 2. Establishing a SSL VPN Connection By Using a Different Port Number 35
Application Note Configuring a Cisco SA 500 for Active Directory Authentication of SSL VPN Clients This application note document provides information on how to enable the authentication of SSL VPN Clients
More information
Terminal Services Overview
Terminal Services Overview This chapter provides an overview of Cisco IOS terminal services and includes the following main sections: Cisco IOS Network Access Devices Line Characteristics and s Asynchronous
More information
User Guide for Cisco Unified MeetingPlace Web Conferencing
User Guide for Cisco Unified MeetingPlace Web Conferencing Release 6.0 July 15, 2009 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel:
More information
Installation and Configuration Guide Cisco Unified CRM Connector for SAP
Installation and Configuration Guide Cisco Unified CRM Connector for SAP Release 1.0(x) December 2009 Corpora te Headquarters Cisco System s, Inc. 170 West Tasman Drive San Jo se, CA 95134-1706 USA htt
More information
Cisco Unified IP Phone 6901 and 6911 User Guide for Cisco Unified Communications Manager 8.0 (SCCP)
Cisco Unified IP Phone 6901 and 6911 User Guide for Cisco Unified Communications Manager 8.0 (SCCP) Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More information
Best Practices for Monitoring Cisco Unity Devices with Cisco Unified Operations Manager
. Best Practices for Monitoring Cisco Unity Devices with Cisco Unified Operations Manager Copyright 2010 Cisco Systems, Inc. This document is Cisco Public Information. Page 1 of 16 Contents Introduction...
More information
Cisco Unified Wireless IP Phone 7925G Accessory Guide
Cisco Unified Wireless IP Phone 7925G Accessory Guide This guide describes the accessories that you can order for your Cisco Unified Wireless IP Phone 7925G. Contents This document contains these sections:
More information
Cisco Registered Envelope Recipient Guide
February, 2012 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 Text Part Number:
More information
Cisco Aironet Dual Band MIMO Low Profile Ceiling Mount Antenna (AIR-ANT2451NV-R)
Cisco Aironet Dual Band MIMO Low Profile Ceiling Mount Antenna (AIR-ANT2451NV-R) This document outlines the specifications for the AIR-ANT2451NV-R dual band MIMO low profile ceilng mount antenna and provides
More information
Smart Care Guide to Troubleshooting Appliance Registration
Smart Care Guide to Troubleshooting Appliance Registration Revised: September 2008 Contents Troubleshooting Appliance Registration Verify the registration of the Partner CCO account Verify that the Customer
Cisco IronPort Encryption Appliance 6.5.5 Release Notes Published: August 30, 2011 Contents These release notes contain important information about running the latest version of the IronPort Encryption
More information
Cisco TelePresence MCU Accessing Conferences
Cisco TelePresence MCU Accessing Conferences Getting started 14523.02 Contents Introduction... 3 Calling in to conferences... 4 Dialing in using a hardware video endpoint... 4 Dialing in using a software
More information
Cisco Unified Wireless IP Phone 7925G Accessory Guide
Cisco Unified Wireless IP Phone 7925G Accessory Guide This guide describes the accessories that you can order for your Cisco Unified Wireless IP Phone 7925G. Contents This document contains these sections:
More information
Cisco Unified Contact Center Express Port Utilization Guide
Cisco Unified Contact Center Express Utilization Guide Cisco Unified Contact Center Express and Cisco Unified IP IVR Release 7.0(1) April 2009 Americas Headquarters Cisco Systems, Inc. 170 West Tasman
Cisco IronPort M-Series Security Management Appliance Flexible management and complete security control at the network gateway The Cisco IronPort M-Series security management appliance is the perfect complement
More information
Cisco Registered Envelope Service 4.3 Recipient Guide
Cisco Registered Envelope Service 4.3 Recipient Guide December 6, 2014 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000
More information
Cisco IP Phone 7961G/7961G-GE and 7941G/7941G-GE Enhancements
Enhancements The purpose of this document is to provide a summary of some of the feature behavior enhancements on the new, and how they differ from the Cisco IP Phone 7960G/7940G. Complete information
More information
Cisco Smart Care Services Questions and Answers About the Voice Quality Monitor Service
Cisco Smart Care Services Questions and Answers About the Voice Quality Monitor Service For Qualified Cisco Partners October 2008 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose,
More information
Cisco Jabber for Windows 10.5 Advanced Features Guide
First Published: August 14, 2014 Last Modified: August 26, 2014 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS
More information
Cisco Registered Envelope Service 4.4 Recipient Guide
Cisco Registered Envelope Service 4.4 Recipient Guide March 21, 2015 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800
More information
Cisco Unified Communications Self Care Portal User Guide, Release 10.5(1)
Cisco Unified Communications Self Care Portal User Guide, Release 10.5(1) Unified Communications Self Care Portal 2 Unified Communications Self Care Settings 2 Phones 4 Additional Settings 12 Revised:
More information
DHCP Release and Renew CLI in EXEC Mode
DHCP Release and Renew CLI in EXEC Mode The DHCP Release and Renew CLI in EXEC Mode feature provides the ability to perform two independent operations from the command-line interface (CLI): Immediately
More information
Cisco Data Center Architecture Assessment Service
Cisco Data Center Architecture Assessment Service Align networks, computer systems, and storage devices. Increase the efficiency, adaptability, and scalability of your data center by deploying Cisco Data
More information
What every business needs to know about financing*
What every business needs to know about financing* *without the small print Aligning your technology investments with changing business needs Financing is an acquisition strategy that can offer significant
More information
Cisco Unified Web and E-Mail Interaction Manager Knowledge Base Author s Guide
Cisco Unified Web and E-Mail Interaction Manager Knowledge Base Author s Guide For Unified Contact Center Enterprise Release 9.0(1) January 2013 Americas Headquarters Cisco Systems, Inc. 170 West Tasman
More information
User Guide for the Cisco Unity Phone Interface (With Microsoft Exchange)
User Guide for the Cisco Unity Phone Interface (With Microsoft Exchange) Release 5.x June 15, 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More information
Cisco StadiumVision Director Staging Content and the Flash Template
Cisco StadiumVision Director Staging Content and the Flash Template Version 2.3 April 2011 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More information
Cisco TelePresence Solutions
Cisco TelePresence Solutions To excel in today s economy you have to collaborate with colleagues, partners, and customers around the globe at a moment s notice. You must continuously innovate and focus
More information
User Guide for the Cisco Unity Connection Phone Interface (Release 8.x)
User Guide for the Cisco Unity Connection Phone Interface (Release 8.x) First Published: February 02, 2010 Last Modified: November 16, 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive
More information
Avaya one-x Agent quick reference
Avaya one-x Agent quick reference Release: 2.5 March 12, 2011 Contents Chapter 1: Call handling...5 Answering calls...5 Making calls...5 Holding and reconnecting...6 Muting and unmuting your workstation...6
More information
PCI Compliance: Improve Payment Security
PCI Compliance: Improve Payment Security The latest Payment Card Industry (PCI) Data Security Standards (DSS) for customer data give you more ways to address an evolving risk environment and meet PCI compliance
More information
Cisco Supervisor Desktop User Guide
Cisco Supervisor Desktop User Guide Cisco Unified Contact Center Enterprise and Hosted Release 8.0 February 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706
More information
Cisco Unified Web and E-Mail Interaction Manager Administrator s Guide to Reports Console
Cisco Unified Web and E-Mail Interaction Manager Administrator s Guide to Reports Console For Unified Contact Center Enterprise Release 4.3(1) June 2011 Americas Headquarters Cisco Systems, Inc. 170 West
More information
ShoreTel Enterprise Contact Center Using Agent Toolbar
ShoreTel Enterprise Contact Center Using Agent Toolbar USER GUIDES RELEASE 7 Document and Software Copyrights Copyright 1998 2011 ShoreTel, Inc. All rights reserved. Printed in the United States of America.
More information
Installation and Configuration Guide Cisco Unified CRM Connector for SAP
Installation and Configuration Guide Cisco Unified CRM Connector for SAP Release 1.0(1) September 2009 Cor pora te Headquar ters Cisco Syst em s, Inc. 170 West Tasman Drive San Jo se, CA 95134-1706 USA
More information
Connecting Cisco Serial High-Speed WAN Interface Cards
Connecting Cisco Serial High-Speed WAN Interface Cards Revised: April 5, 008, Overview This document describes Cisco serial and high-speed WAN interface cards (HWICs) and how to connect them to a network.
Cisco Network Planning Solution 2.0.2 Documentation Guide and Supplemental License Agreement June 2007 This documentation guide contains the End User Supplemental License Agreement for Cisco Systems Network
More information
User Guide for Cisco Unified MeetingPlace Web Conferencing
User Guide for Cisco Unified MeetingPlace Web Conferencing Release 5.4 Revised August, 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More information
Cisco UCS B-Series Blade Servers Windows Installation Guide
Cisco UCS B-Series Blade Servers Windows Installation Guide October 06, 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000
More information
Cisco IPICS Dispatch Console User Guide
Cisco IPICS Dispatch Console User Guide Cisco IPICS Release 4.0 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS
More information
Cisco Unified Web and E-Mail Interaction Manager Knowledge Base Author s Guide
Cisco Unified Web and E-Mail Interaction Manager Knowledge Base Author s Guide For Unified Contact Center Enterprise Release 4.3(1) May 2012 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive
More information
Cipher Suites and WEP
Cipher Suites and WEP This module describes how to configure the cipher suites required for using Wireless Protected Access (WPA) and Cisco Centralized Key Management (CCKM); Wired Equivalent Privacy (WEP);
More information
IPOne Phone System User Interface Guide
IPOne Phone System User Interface Guide DoubleHorn Communications, LLC 1802 W. 6 th Street Austin, TX 78703 Main Office: 512-637-5200 Toll Free: 877-637-HORN (4676) DHC Support: Dial 611 IPOne Phone System
WorldSmart ACD Help Table of Contents INTRODUCTION... 5 OVERVIEW... 5 WHO CAN CREATE AND MANAGE ACD... 5 ADMINISTRATION... 6 CREATING A NEW GROUP... 6 ASSIGN PHONE NUMBER... 7 MANAGING ACD GROUPS... 8
Cisco WebEx Enabled TelePresence Configuration Guide April 30, 2013 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800
More information
User Guide Cisco Unified MeetingPlace Express Release 2.0
User Guide Cisco Unified MeetingPlace Express Release 2.0 6/5/07 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS
More information
Wave 4.5. Wave ViewPoint Mobile 2.0. User Guide
Wave 4.5 Wave ViewPoint Mobile 2.0 User Guide 2014 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and combinations thereof and Applications
More information
Cisco Unified Communications Manager SIP Line Messaging Guide (Standard)
Cisco Unified Communications Manager SIP Line Messaging Guide (Standard) For Cisco Unified Communications Manager Release 8.5(1) These materials are made available by Cisco as a courtesy to provide certain
Cisco 100-Megabit Ethernet SFP Modules Compatibility Matrix This document contains information about the Cisco platforms and software versions that support the 100-Megabit Ethernet Small Form-Factor Pluggable
More information
Cisco Cius Development Guide Version 1.0 September 30, 2010
Cisco Cius Development Guide Version 1.0 September 30, 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS
More information
ShoreTel Enterprise Contact Center 8 Using Agent Toolbar
ShoreTel Enterprise Contact Center 8 Using Agent Toolbar November 2012 Legal Notices Document and Software Copyrights Copyright 1998-2012 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved.
More information
ShoreTel Contact Center Using ShoreWare Agent Toolbar
ShoreTel Contact Center Using ShoreWare Agent Toolbar USER GUIDES RELEASE 6 Document and Software Copyrights Copyright 1998 2010 ShoreTel, Inc. All rights reserved. Printed in the United States of America.
More information
System Message Logging
System Message Logging This module describes how to configure system message logging on your wireless device in the following sections: Understanding System Message Logging, page 1 Configuring System Message
Cisco Unified Communications Express Historical Reporting Client Configuration Guide October 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More information
Authentication on the Cisco IronPort Web Security Appliance
Cisco IronPort Web Security Appliance White Paper Authentication on the Cisco IronPort Web Security Appliance Executive Summary Table of Contents 1 Executive Summary 2 Introduction 2 Authentication Protocals
More information
Cisco Agent Desktop User Guide
Cisco Agent Desktop User Guide CAD 8.0 for Cisco Unified Contact Center Express Release 8.0 Cisco Unified Communications Manager Edition revised February 2011 Americas Headquarters Cisco Systems, Inc.
More information
Personal Call Manager User Guide. BCM Business Communications Manager
Personal Call Manager User Guide BCM Business Communications Manager Document Status: Standard Document Version: 04.01 Document Number: NN40010-104 Date: August 2008 Copyright Nortel Networks 2005 2008
More information
Hosted VoIP Phone System. Desktop Toolbar User Guide
Hosted VoIP Phone System Desktop Toolbar User Guide Contents 1 Introduction... 3 1.1 System Requirements... 3 2 Installing the Telesystem Hosted VoIP Toolbar... 4 3 Accessing the Hosted VoIP Toolbar...
More information
Cisco TelePresence System User Guide, Software Release TX 6.0
Cisco TelePresence System User Guide, Software Release TX 6.0 February 2013 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000
More information
Administration Guide for Cisco Unified Contact Center Domain Manager
Administration Guide for Cisco Unified Contact Center Domain Manager Release 9.0(1) Corporate Headquarters Cisco System s, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA htt p://ww w.cisco.com
More information
Design Guide for the Cisco Unified Videoconferencing Solution Using Desktop Component Release 7.1
Design Guide for the Cisco Unified Videoconferencing Solution Using Desktop Component Release 7.1 May 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More information
USER GUIDE Cisco Small Business Pro
USER GUIDE Cisco Small Business Pro SPA 500 Series IP Phones Models 501G, 502G, 504G, 508G, and 509G CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Lumin, Cisco
More information
CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Febrauary 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More information
Cisco Unity User Guide
Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-4100 Customer Order Number: DOC-7813316=
More information
Wave IP 2.0 SP1. Wave ViewPoint User Guide
Wave IP 2.0 SP1 Wave ViewPoint User Guide 2011 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and combinations thereof and Vertical ViewPoint
More information
L2TP Dial-Out Load Balancing and Redundancy
L2TP Dial-Out Load Balancing and Redundancy The L2TP Dial-Out Load Balancing and Redundancy feature enables an L2TP network server (LNS) to dial out to multiple L2TP access concentrators (LACs) When the
More information
Cisco TelePresence MCU 5300 Series
Cisco TelePresence MCU 5300 Series Version 4.3 Tutorial D14472 July 2012 Contents Contents... 2 Using the tutorial... 4 Assumptions... 4 MCU software version... 4 Logging in to the web interface... 5 Creating
More information
Avaya one-x Mobile User Guide for iphone
Avaya one-x Mobile User Guide for iphone Release 5.2 January 2010 0.3 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was
More information
Frequently Asked Questions: Cisco Jabber 9.x for Android
Cisco Data Center Business Continuity Planning Service
Cisco Data Center Business Continuity Planning Service Build a Comprehensive Business Continuity Strategy with Cisco Technology and Expertise. The Cisco Data Center Business Continuity Planning Service
More information
MiVoice Integration for Salesforce
MiVoice Integration for Salesforce USER GUIDE MiVoice Integration for Salesforce User Guide, Version 1, April 2014. Part number 58014124 Mitel is a registered trademark of Mitel Networks Corporation. Salesforce
More information
Business Communications Solutions 9910 Irvine Center Drive Irvine, CA 92618 www.bcsconsultants.com [ m ] 949.333.1000 [ f ] 949.333.
VERTICAL VIEWPOINT 2.0 USER GUIDE Business Communications Solutions 9910 Irvine Center Drive Irvine, CA 92618 www.bcsconsultants.com [ m ] 949.333.1000 [ f ] 949.333.1001 TABLE OF CONTENTS Logging on to
More information
Communicator for Mac Help
Communicator for Mac Help About the ShoreTel Communicator Introduction to the ShoreTel Communicator for Mac ShoreTel Communicator elements Learn about the window layout, panels, icons, buttons and notifications
ICM Configuration Guide Cisco Unified ICM Enterprise 7.5(1) July, 2008 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000
More information
Impact Call PC. call001. Impact Call User s Guide
R Impact Call PC call001 Impact Call User s Guide Comdial strives to design the features in our communications systems to be fully interactive with one another. However, this is not always possible, as
More information
IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)
IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1) July 2011 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: