Agents can manually input numbers and make calls using the dial pad.
Viewing Contacts: Agents can select a list of contacts from the dropdown menu to view multiple contacts.
Searching Contacts: The search bar allows agents to quickly find specific contacts by name or other details.
Interacting with Contacts
Hover Actions: When an agent hovers over a contact, two buttons appear:
Edit (Green Button): Clicking this button will populate the dialpad input field with the contact's number, allowing for quick editing or dialing.
Direct Call (Other Button): This button initiates an outbound call directly to the selected contact.
Consult/Blind Transfer Using Dialpad:
Click on the blue dial pad button to open the dial pad interface.
Input the number directly into the dial pad to perform a consult or blind transfer.
Consult/Blind Transfer Using the Phonebook:
Open the contact list and click the edit (green) button next to the desired contact.
This action will load the selected contact's number into the dial pad.
The agent can then use this number to perform a consult or blind transfer of the active call.
Wrap-up state is optional
If wrapup is optional on the cisco configuration for the specified agent then in agent states dropdown wrapup option will appear and agent can select it during the call if he wants to go on wrapup state after the call.
Open Issues
Jira Legacy
server
Jira
columns
key,summary,type,status
columnIds
issuekey,summary,issuetype,status
maximumIssues
50
jqlQuery
project = MCC AND issuetype in (Bug, "Story Bug") AND status in (Open, In-Progress, QA-Ready, Re-opened, In-Review, In-QA) AND resolution = Unresolved AND affectedVersion in (releasedVersions(), JS_V2.1, JS_V2.2, JS_V3.0, JS_V3.0.1, JS_3.0.4, JS_3.0.5) AND labels = cti_board ORDER BY priority DESC, updated DESC
serverId
131d473b-dd43-389a-9dac-6f501204581b
Release Test Highlights
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Release Test Highlights
Tip
Tested with:
UCCE 12.5, UCCX 12.5.1
Stand-alone CTI Toolbar.
High Availability (HA).
Refresh Functionality.
Cisco SSO Agent.
Warning
Not Tested with:
Cisco Mobile Agent
Testing Machine Hardware Specs:
CPU
RAM
Hard Disk
4
8GB
60GB
Operating System:
Windows 2012 R2 standard (x64)
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Recommended Browser: Google Chrome
Warning
Release Limitations
Agent extension length is 6 digits on Login page.
Supervisor can only drop an agent from the Brage In call. He cannot drop a CTI Route Point, IVR Port, or a caller.
"disableEndCallBtn" configuration will always remain "false" for CTI toolbar.
Do not login to the same agent on different browsers or different machines.
It is mandatory to have at least 1 custom reason code for Not Ready and 1 custom reasons code for Logout.
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Agent extension length is 6 digits on Login page.
If the user refreshes the browser at any time while login on to CTI Connector, Once the browser, comes back after refresh it will reconnect and resume the current state of the call.
VPN connection/WebEx/TeamViewer is required to connect to the customer’s environment.
Remote access via RDP or similar is required to do installation and configuration of EF Server.
Administrative access to server machines is required to install EF Connector
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Supervisor can only drop an agent from the Brage In call. He cannot drop a CTI Route Point, IVR Port, or a caller.
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.
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In HA process it will take at least 3-4 minutes to connect CTI with the secondary server.
It is mandatory to have a Primary and a Secondary Node/servers
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The agent state after fail-over becomes Not Ready - Connection failure.
