Jun 12, 2015 - 3 min - Uploaded by Sokolove AdaptiveyouDemo CC9LabLab 5 Setting up CTI Server, CTI OS Server and Agent Desktop Client.

CTI Toolkit Desktop Client installation Important: The new CTI OS functionality that is part of Release 9.0(1) is installed by the procedure discussed in. Release 9.0(1) upgrades Release 8.5(2) or later. When you apply Release 9.0(1) to a Release 8.5(2) system, it performs an upgrade.

However, when you apply Release 9.0(1) to a Release 8.5(2) or later, it first rolls back the system to Release 8.0 and then performs the upgrade to Release 9.0(1). This chapter provides procedures for installing the following CTI Toolkit Desktop Client components: • CTI Toolkit Desktop applications: • Agent desktop (including silent monitor) • IPCC Supervisor Desktop (including silent monitor) • Tools • Documentation • CTI Toolkit SDK (previously the CTI OS Developer's Toolkit, including necessary files, controls, documentation, and samples needed to write custom applications): • Win32 • Java •.NET It also provides procedures for enabling the Emergency Call and Supervisory Call buttons, which enable an agent to make a call to a supervisor.

Note Before you begin installation, verify that your system meets the hardware and software requirements for the components you plan to install, as listed in Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 9.0(1). This document is available at:. • • • • • • • Upgrade from previous version If you are upgrading from a previous CTI OS release, you need not uninstall the CTI Toolkit Desktop Client software before you install CTI Toolkit Desktop Client Release 9.0(1). Install Cisco CTI Toolkit Desktop Client component To install the CTI Toolkit Desktop Client components, perform the following steps.

Procedure Step 1 From the Installs CTIOSClient directory on the CD, run Setup.exe. Step 2 Click the Next button on the Welcome screen.

The Software License Agreement screen appears. CTI Toolkit Desktop Client component installation license agreement Step 3 Click the Yes button. The Choose Destination Location screen appears. Destination drive selection Step 4 Accept the default drive or click the Browse button and specify another drive. Step 5 Click Next to open the Select Components screen and select the CTI Toolkit Desktop Client components that you want to install. Note If you plan to use the Release 9.0(1) Silent Monitor Service, you must select at least one of the CTI Toolkit Desktop Software components or the CTI Desktop SDK Win32 component. Step 6 Click Next.

If you select CTI Toolkit Agent Desktop or CTI Toolkit IPCC Supervisor Desktop, the CTIOS Server Information screen appears. Note Phones that are configured to use SRTP cannot be silently monitored. Customers who wish to silently monitor agents must not configure the agent phones to use SRTP. CTI OS Server information Enter the Name or IP Address and the Port Number for your CTI OS systems. Note If you enable the QoS checkbox during the CTI OS Server Installation, you must select the checkbox at this stage. Step 7 Click the Next button.

The Start Copying Files screen appears. Step 8 Click the Next button to begin installation. Step 9 After the installation is complete, the following window appears, prompting you to install the Security feature. For more information about CTI OS Security, see. CTI OS Client security For more information about what Security Certificate option you must select, see Step 10 Click OK. The following window appears: Figure 5.

CTI OS security InstallShield wizard While Security is being configured, several status messages appear. Step 11 Lastly, the CTIOS Setup Completed dialog box appears. CTI OS Server setup completion dialog box Step 12 Specify whether or not you want to restart your computer.

Click the Finish button to exit Setup. Installed files When you install the CTI Toolkit Agent Desktop or the CTI Toolkit IPCC Supervisor Desktop, the CTI Toolkit installation process installs a number of dynamic link libraries (DLLs).

The installation process registers many of these DLLs automatically, but you must manually register some of these DLLs to work correctly. The following table lists the Windows DLLs that are installed with the CTI Toolkit Agent Desktop or the CTI Toolkit IPCC Supervisor Desktop, along with the command line entry for manually registering the DLL (if needed). Table 1 Windows DLLs DLL Command Line Entry For Manually Registering msvcrt.dll Registration not needed. Msvcrtd.dll Registration not needed.

Msvcp60.dll Registration not needed. Msvcp60d.dll Registration not needed. Mfc42.dll Registration not needed. Mfc42d.dll Registration not needed.

Contents • • • • • • Basic Use of CTI Toolkit Agent Desktop CTI Toolkit Agent Desktop The CTI Toolkit Agent desktop is compatible with the operating systems: • Windows 7 - Standard, Ultimate, and Professional • Windows 2008 R2 (Citrix only) For more information, see the. To start CTI Toolkit Agent Desktop, select Start >Programs >Cisco Systems CTI Toolkit >Agent Desktop. Upon startup, the CTI Toolkit Agent Desktop main screen appears. This screen includes the following options: Note Keyboard equivalents and shortcuts related to these buttons and displays are described later in the sections on accessibility. • Login—Contains buttons that let the agent log in or log out. • Agent State—Contains buttons that let the agent change the state of the currently logged in agent. • Dial/Answer/Release—Contains buttons that let the agent make, answer, and hang up calls.

• Hold/Retrieve—Contains buttons that let the agent put a call on hold and retrieve a held call. • Alternate/Reconnect—Contains buttons that let the agent alternate between and reconnect active calls. • Conference/Transfer—Contains buttons that let the agent start and complete conference and transfer operations. • Supervisor Assist—Contains buttons that let the agent request assistance from a supervisor. • Tools—Contains buttons that invoke statistical displays, start a chat session, record calls, and report a bad line. • Call Information—Displays call-related data for each call currently on the softphone.

• Status bar—Displays information about the status of the softphone. • Video—Opens the ViewMaster video browser page, if it was enabled during client setup.

Log In to Desktop Procedure Step 1 Click Login. Login connects agents to the CTI Server and logs them in to a selected ACD switch. When you click Login, a dialog appears. Aterciopelados Disco Grafia De Ricardo more.

The Login dialog varies for different peripheral types. This figure shows one of the Login dialogs. Step 2 Enter the following information in the dialog: Setting Description Notes Connect to Use the drop-down menu to select your connection profile. Agent ID Your agent ID as assigned by your manager. Depending on an option chosen during the CTI OS Server installation, the Login dialog on the Supervisor desktop prompts for either the Agent ID or the Login Name. Password Your password as assigned by your manager Instrument The device ID assigned to the phone set you receive calls on Mobile Agent Optional setting.

Check this box to log in as a Mobile Agent (that is, on a phone that Cisco Unified Communications Manager does not directly control). The fields in the Mobile Agent area are accessible only when Mobile Agent is enabled in the deployment. Phone Number Optional setting.

Enter the phone number on which the Mobile Agent receives calls. Enter the number in the format to dial the number from a Unified CM IP Phone, unless your system administrator instructs you to use another format. CTI OS does not validate Mobile Agent phone numbers at login.

Ensure that the number you enter is valid and correct. An invalid number causes the CTI OS desktop to show the incoming call, the customer to hear ringing, but the call is not routed to the agent phone. Call Mode Optional setting. Select one of the Call Modes from the drop-down: • Call-by-call—Agent phone is dialed for each incoming call. • Nailed connection—Agent phone is dialed once immediately after logging in and remains connected through multiple customer calls. Note The instructions in this guide do not address important differences that can apply when you log in as a Mobile Agent.

See the Mobile Agent Guide for Cisco Unified Contact Center Enterprise at for instructions on desktops in a Mobile Agent deployment. Step 3 Click OK. After a successful login, the following occurs: • You automatically enter the state configured on your switch, either Ready or NotReady state. • The status bar on the bottom of the CTI Toolkit Agent Desktop Screen displays the following information: • Your Agent ID • The Agent Extension • The Agent Instrument • The current Agent Status • The server to which you connected • The buttons are enabled for actions that you can take in your current agent state. Note Multiple agents can log in to CTI Toolkit Agent Desktop on the same workstation. Each agent runs a separate instance of the desktop and then logs in as a different user. Peripheral Login Dialogs The Login dialog varies, depending upon the peripheral type.

The following table lists the differences between the Login dialog for each peripheral type. Peripheral Type Screenshot Notes Aspect ACD Uses the standard settings: Agent ID, Password, and Instrument.

G3 ACD Includes a Work Mode setting which you set to a desired work mode. Used by Avaya DEFINITY ECS with default value of Manual In. UCCE There are a few UCCE peripheral types, but they use the same settings. Depending on an option chosen during the CTI OS Server installation, the Login dialog might prompt for either an Agent ID or a Login Name. Avaya Aura Contact Center ACD or Symposium ACD Uses the standard settings: Agent ID, Password, and Instrument. Log Out of Desktop Procedure Step 1 Click NotReady to prepare to log out. Only some switches require that an agent be in NotReady state to log out.

The Logout button is disabled on those switches until your agent state is NotReady. Depending on the agent settings in your deployment, the Not Ready Reason Codes dialog appears after you click NotReady. Note For information on how an administrator can set an agent’s logout parameters, see the Administration Guide for Cisco Unified Contact Center Enterprise and Hosted. Step 2 Select a reason code from the list and click OK. When you enter the NotReady state, the Logout button becomes enabled. Step 3 Click Logout.

Depending on the agent settings in your deployment, the Logout Reason Codes dialog appears. Step 4 Select a reason code from the list and click OK. After a successful logout, the following occurs: • You are logged out of CTI OS and the ACD switch.

• All entries in the status bar 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 In a Mobile Agent environment, if a Nailed-up mobile agent connection is dropped, the agent is logged out automatically. This situation can occur when a phone disconnects. Cisco IP Communicator CTI Toolkit Agent Desktop supports IP Communicator as a replacement for Media Termination. IP Communicator is not installed as a part of CTI Toolkit Agent Desktop.

IP Communicator also does not start concurrently with CTI Toolkit Agent Desktop. Start IP Communicator manually. If you log in to Agent Desktop, and IP Communicator is not yet in service and registered with Unified CM, you might see the following error message: CTI Warning: The request failed because a timeout limit was exceeded. Note The Cisco IP Communicator softphone includes features, such as Call Park and Pickup, that you cannot use for Unified CCE agents using the CTI Toolkit Agent Desktop.

For all call-handling purposes, use the Agent Desktop controls. Also, to conserve resources, keep IP Communicator minimized as much as possible. If you have questions about IP Communicator, contact your system manager. When you use IP Communicator with the desktop, set the following preferences: • Uncheck Bring to Front on Active Call. (This setting is unchecked by default.) • Check Hide on Minimize.

(This setting is unchecked by default.) Basic Use of CTI Toolkit Agent Desktop. This screen includes the following options: Note Keyboard equivalents and shortcuts related to these buttons and displays are described later in the sections on accessibility. • Login—Contains buttons that let the agent log in or log out. • Agent State—Contains buttons that let the agent change the state of the currently logged in agent. • Dial/Answer/Release—Contains buttons that let the agent make, answer, and hang up calls. • Hold/Retrieve—Contains buttons that let the agent put a call on hold and retrieve a held call. • Alternate/Reconnect—Contains buttons that let the agent alternate between and reconnect active calls.

• Conference/Transfer—Contains buttons that let the agent start and complete conference and transfer operations. • Supervisor Assist—Contains buttons that let the agent request assistance from a supervisor. • Tools—Contains buttons that invoke statistical displays, start a chat session, record calls, and report a bad line.

• Call Information—Displays call-related data for each call currently on the softphone. • Status bar—Displays information about the status of the softphone. • Video—Opens the ViewMaster video browser page, if it was enabled during client setup. Setting Description Notes Connect to Use the drop-down menu to select your connection profile. Agent ID Your agent ID as assigned by your manager. Depending on an option chosen during the CTI OS Server installation, the Login dialog on the Supervisor desktop prompts for either the Agent ID or the Login Name.

Password Your password as assigned by your manager Instrument The device ID assigned to the phone set you receive calls on Mobile Agent Optional setting. Check this box to log in as a Mobile Agent (that is, on a phone that Cisco Unified Communications Manager does not directly control). The fields in the Mobile Agent area are accessible only when Mobile Agent is enabled in the deployment. Phone Number Optional setting. Enter the phone number on which the Mobile Agent receives calls. Enter the number in the format to dial the number from a Unified CM IP Phone, unless your system administrator instructs you to use another format. CTI OS does not validate Mobile Agent phone numbers at login.

Ensure that the number you enter is valid and correct. An invalid number causes the CTI OS desktop to show the incoming call, the customer to hear ringing, but the call is not routed to the agent phone. Call Mode Optional setting.

Select one of the Call Modes from the drop-down: • Call-by-call—Agent phone is dialed for each incoming call. • Nailed connection—Agent phone is dialed once immediately after logging in and remains connected through multiple customer calls.

Note The instructions in this guide do not address important differences that can apply when you log in as a Mobile Agent. See the Mobile Agent Guide for Cisco Unified Contact Center Enterprise at for instructions on desktops in a Mobile Agent deployment.

Step 3 Click OK. After a successful login, the following occurs: • You automatically enter the state configured on your switch, either Ready or NotReady state. • The status bar on the bottom of the CTI Toolkit Agent Desktop Screen displays the following information: • Your Agent ID • The Agent Extension • The Agent Instrument • The current Agent Status • The server to which you connected • The buttons are enabled for actions that you can take in your current agent state. Note Multiple agents can log in to CTI Toolkit Agent Desktop on the same workstation.

Each agent runs a separate instance of the desktop and then logs in as a different user. Step 4 Select a reason code from the list and click OK. After a successful logout, the following occurs: • You are logged out of CTI OS and the ACD switch. • All entries in the status bar 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 In a Mobile Agent environment, if a Nailed-up mobile agent connection is dropped, the agent is logged out automatically.

This situation can occur when a phone disconnects. CTI Toolkit Agent Desktop supports IP Communicator as a replacement for Media Termination. IP Communicator is not installed as a part of CTI Toolkit Agent Desktop. IP Communicator also does not start concurrently with CTI Toolkit Agent Desktop. Start IP Communicator manually. If you log in to Agent Desktop, and IP Communicator is not yet in service and registered with Unified CM, you might see the following error message: CTI Warning: The request failed because a timeout limit was exceeded.

Note The Cisco IP Communicator softphone includes features, such as Call Park and Pickup, that you cannot use for Unified CCE agents using the CTI Toolkit Agent Desktop. For all call-handling purposes, use the Agent Desktop controls.

Also, to conserve resources, keep IP Communicator minimized as much as possible. If you have questions about IP Communicator, contact your system manager. When you use IP Communicator with the desktop, set the following preferences: • Uncheck Bring to Front on Active Call.

(This setting is unchecked by default.) • Check Hide on Minimize. (This setting is unchecked by default.).