I would like to know about CTI agent desktop customization. what all things we can achieve when we customize our agent desktop. To ask shortly what are the difference is their between non customized and customized agent desktop?
You can customize the Cisco-provided Cisco Agent Desktop (or CTI OS Desktop, in case of UCCE) to some extent. You can choose which call variables, reporting information to show. The same applies to the new generation agent interface, Finesse.
Also, Cisco gives you an Application Programming Interface (API) so you can build your own solution, both web-based or "heavyweight".
Yes we do have a req, When call is received by the agent he should get a popup or a gui for giving information about he call disposition. same as wrap up but we no need wrap up. The disposition code should be customized so that he can handle the call and submit the call disposition.
Also we are tring to do this in CTI toolkit which they alreay using(UCCE). Any document for this requiremt would be highly helpful
In the Termination Call Detail Table (TCD) there are two fields that provide details on why the call was considered handled, abandoned, and so forth. The Call Disposition field gives the final disposition of call (or how the call terminated).
In my eyes, it makes absolutely no sense to manipulate the Call Disposition.
May I ask you which reason do you have to do that? I'm curious now :-)
Have you considered looking at a 3rd party CTI solution for this feature? If so, then I would like to recommend checking out Tenfold. They offer seamless integration of Cisco most CRM applications. They have the click to dial feature that allows you to turn found phone #s into a link that initiates a call from your phone system. They also offer more features such as call pop up, automatic call logging, easy note taking and task creation, screen pops on inbound and outbound calls, new lead/contact creation when no matching records, support for cases/opportunities and advanced analytics on the backend.
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