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New Member

Cisco Agent Toolkit - Sup Assist Button

Guys,

I tried to use the Sup Assist Button in Cisco Agent Toolkit. But, when i clicked in, every agents gets my "Call", because the Sup Assist button have the functionality of answer the agent, if he click the Sup Assist Button. How can i do to call only the supervisors?

Thanks.

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Cisco Agent Toolkit - Sup Assist Button

I mispoke, it's in the Agent Team List.  Have you taken a look at the CTIOS Manager's Guide?  It's all there on how to do this.

david

5 REPLIES

Re: Cisco Agent Toolkit - Sup Assist Button

I am not sure you're using this correctly or you have not read the documentation.  Check out the CTIOS System Manager document and it will give you an example of how to use the Assist and Emergency buttons.  In short, the Assist button will place the customer on hold and make an outbound call to a dialed number specified in the agent desk setting for that agent.  At that point, the call is treated as any new call with its own ICM script, skill group, etc.

david

New Member

Re: Cisco Agent Toolkit - Sup Assist Button

A dialed number specified in the agent desk setting?? I'm looking for this but i didnt found..

Re: Cisco Agent Toolkit - Sup Assist Button

I mispoke, it's in the Agent Team List.  Have you taken a look at the CTIOS Manager's Guide?  It's all there on how to do this.

david

New Member

Re: Cisco Agent Toolkit - Sup Assist Button

Thanks man, i'm looking in CTIOS Guide.

Thank you

New Member

Re: Cisco Agent Toolkit - Sup Assist Button

1- Define Dialed number with CUCM routing client,and call type : for example  DN_SuperAssist ,CT_SuperAssist

2- go to Agent team list ,create a team  ,assign  supervisor/s ,and agent/s in member tab .and select  DN_SuperAssist  in 'Supervisor script dialed number' feild

3- create Skill group including supervisor/s you want them to assist the members of team.

4- create script and schedule it with dialed number and calltype already defined above i,e  DN_SuperAssist ,CT_SuperAssist

regards

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