Contents

Call Control

Agent Calls

Agents can use the CTI Toolkit Agent Desktop to perform various tasks. Agents can:

  • Make calls
  • Answer calls
  • Hang up calls
  • Transfer calls
  • Initiate conference calls
  • Send DTMF tones
To complete these tasks, agents can:
  • Use buttons or keyboard equivalents to perform actions on the main frame window
  • Use keyboard shortcuts to move within the Call Information Grid window

Make Calls

To make a call, perform the following steps.

Procedure
    Step 1   Enter a state from which you can make a call. You are in the correct state to make a call if Dial is enabled. This is switch-specific; valid states from which to make a call can include Ready, NotReady, or Hold. If Dial is not enabled, change your state as needed until Dial becomes enabled.
    Step 2   Click Dial. The CTI Dialing Pad dialog box appears.
    Figure 1. CTI Dialing Pad

    Step 3   Enter the phone number to be dialed in the Dialed Number field, or select a destination from the drop-down menu. The drop-down menu contains the last six numbers dialed from this desktop.

    (Optional) You can click More to view the following display.

    Figure 2. CTI Dialing Pad with More Options

    (Optional) You can click Call Data to enter data associated with the call.

    Step 4   Click Dial.

    Answer Calls

    When the Call Information Grid shows an alerting call, Answer becomes enabled. Click Answer to answer the call; when you do so, Release becomes enabled.


    Note

    If a button enablement event disables the button that currently has focus, focus is moved to the first enabled button in the tab order.

    Hang Up Calls

    To hang up a call, click Release.

    Transfer Calls

    To transfer a call, complete the following steps:

    Procedure
      Step 1   Click Transfer. The CTI Dialing Pad dialog box appears.
      Figure 3. CTI Dialing Pad

      Step 2   Enter the phone number to be dialed in the Dialed Number field or select a destination from the drop-down menu. The drop-down menu contains the last six numbers dialed from this desktop.
      (Optional) You can click More to get additional details.
      Figure 4. CTI Dialing Pad with More Options

      (Optional) You can click Call Data to enter data associated with the call.

      Step 3   Consider whether you want to speak with the consulted agent upon call transfer.
      • If you do not want 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. Once you select Transfer Init, the call is put on hold. You have an opportunity to speak to the consulted agent before completing the transfer. When the consult call is answered, Transfer Init changes to Transfer Complete. To complete the transfer, click Transfer Complete.

      Conference Calls

      To initiate a conference call, perform the following steps:

      Procedure
        Step 1   Click Conference. The CTI Dialing Pad dialog box appears.
        Figure 5. CTI Dialing Pad

        Step 2   Enter the phone number to be dialed in the Dialed Number field, or select a destination from the drop-down menu. The drop-down menu contains the last six numbers dialed from this desktop.

        (Optional) You can click More to view the following display.

        Figure 6. CTI Dialing Pad with More Options

        Step 3   Click Conference Init. The call is now put on hold. You will have an opportunity to speak to the consulted agent before completing the conference. When the consult call is answered, Conference Init changes to Conference Complete.
        Step 4   To complete the conference, click Conference Complete.

        Send DTMF Tones

        Occasionally, the agent may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voicemail system, or other similar device. To transmit DTMF tones when connected to a call, perform the following steps.

        Procedure
          Step 1   Select an active call in the Call Information Grid.
          Step 2   Click Dial. The following dialpad dialog box appears.
          Figure 7. 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.
          What to Do Next

          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, consider muting these tones so the tones do not conflict with the tones IP Communicator produces.

          Main Window Keyboard Accessibility

          The buttons with icons on the main frame window have the following keyboard equivalents for accessibility to Agent actions.

          Button

          Hotkey

          Login

          Alt+l

          Logout

          Alt+o

          Ready

          Alt+r

          Not Ready

          Alt+n

          Wrapup

          Alt+w

          Dial

          Alt+d

          Answer call

          Alt+a

          Release call

          Alt+x

          Hold

          Alt+h

          Retrieve

          Alt+i

          Alternate

          Alt+s

          Reconnect

          Alt+e

          Conference

          Alt+c (Toggle key)

          Transfer

          Alt+t (Toggle key)

          Emergency

          Alt+g

          Supervisor assist

          Alt+q

          Show statistics

          Alt+y

          Chat

          Alt+z

          Record

          Alt+f

          Bad line

          Alt+b

          Call Information Grid Accessibility


          Note

          The Agent Desktop has been tested with the JAWS Screen Reader, version 8.0. Items are read back to the user only if JAWS has been installed on the system.

          The JAWS screen reader is used to read the status bar. JAWS reads the status bar when the user selects Insert+Page Down together.

          Following are the keyboard shortcuts for movement within the Call Information Grid window:

          Alt+j

          Moves focus to the Call Appearance Grid. When a cell is highlighted on the call grid, the user can select F3 to have JAWS read back the cell's header and the cell's contents.

          When an entire row is selected, the user can select INSERT+Up Arrow to have JAWS read back the contents of each cell in the current row.

          Tab

          Move to the element that follows the grid in the tab order.

          Shift-tab

          Move to the element that precedes the grid in the tab order.

          right 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 moves to the first cell of the current line.

          left arrow

          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 is highlighted.

          up arrow

          Move to the cell above the current cell. If the current cell is at the top of its column, the focus wraps to the first non-empty row from the bottom of the current column.

          down arrow

          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 wraps to the top of the current column.

          When a cell is highlighted on the call grid, select F3 to have JAWS read back the cell's header and the cell's contents.

          Once you have focus on the cell you want to edit, you can complete the following actions.

          Key

          Action

          Not Editing

          Editing

          Del

          Clears the contents of the cell and begins editing.

          Deletes the character that follows the cursor.

          Any character currently allowed to be entered in the cell except backspace

          Does nothing.

          If you are editing, places the character typed at the cursor position.

          Backspace

          Deletes the contents of the cell. Places user into edit mode.

          Deletes the character before the cursor.

          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

          Moves 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 moves to the first cell of the current line.

          Moves the cursor further one step or to the last character.

          Left arrow

          Moves 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 is highlighted.

          Moves the cursor to one step backward or to the first character.

          Up arrow

          Moves to the cell above the current cell. If the current cell is at the top of its column, the focus wraps to the first non-empty row from the bottom of the current column.

          Does nothing.

          Down arrow

          Moves 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 wraps to the top of the current column.

          Does nothing.

          Esc

          Does nothing.

          Restores the cell to the value it had before being edited and exits edit mode.

          Accessibility and Asynchronous Events

          The following table lists different asynchronous events and ways of working with them.

          Event

          Notification

          OnConnection and OnConnectionClosed

          Users can determine if they are connected by having JAWS read the status bar (Insert-Page Down).

          Answer call, conference call, transferred call

          The agent’s phone provides an audible clue. Users can determine if they have a call by having JAWS read the status bar (Insert-Page Down).

          The agent’s state is Reserved if the agent has a call.

          Call established

          The agent’s phone signals the call is established (ringing ends).

          To instruct JAWS to read back the contents of each cell in the current row, select Insert-Up Arrow while highlighting the row for the call on the call grid.

          Call held

          The agent’s phone provides an audible clue.

          To instruct JAWS to read back the contents of each cell in the current row, select Insert-Up Arrow while highlighting the row for the call on the call grid.

          Call conferenced, call transferred

          Use the phone to determine if the call has been conferenced or transferred. The call grid also reflects the state of the call.

          Call cleared

          Use the phone and the call grid to determine the state of the call.

          Agent state changes

          Agents can determine their state by having JAWS read the status bar (Insert-Page Down).

          Call Control

          Call Control

          Agent Calls

          Agents can use the CTI Toolkit Agent Desktop to perform various tasks. Agents can:

          • Make calls
          • Answer calls
          • Hang up calls
          • Transfer calls
          • Initiate conference calls
          • Send DTMF tones
          To complete these tasks, agents can:
          • Use buttons or keyboard equivalents to perform actions on the main frame window
          • Use keyboard shortcuts to move within the Call Information Grid window

          Make Calls

          To make a call, perform the following steps.

          Procedure
            Step 1   Enter a state from which you can make a call. You are in the correct state to make a call if Dial is enabled. This is switch-specific; valid states from which to make a call can include Ready, NotReady, or Hold. If Dial is not enabled, change your state as needed until Dial becomes enabled.
            Step 2   Click Dial. The CTI Dialing Pad dialog box appears.
            Figure 1. CTI Dialing Pad

            Step 3   Enter the phone number to be dialed in the Dialed Number field, or select a destination from the drop-down menu. The drop-down menu contains the last six numbers dialed from this desktop.

            (Optional) You can click More to view the following display.

            Figure 2. CTI Dialing Pad with More Options

            (Optional) You can click Call Data to enter data associated with the call.

            Step 4   Click Dial.

            Answer Calls

            When the Call Information Grid shows an alerting call, Answer becomes enabled. Click Answer to answer the call; when you do so, Release becomes enabled.


            Note

            If a button enablement event disables the button that currently has focus, focus is moved to the first enabled button in the tab order.

            Hang Up Calls

            To hang up a call, click Release.

            Transfer Calls

            To transfer a call, complete the following steps:

            Procedure
              Step 1   Click Transfer. The CTI Dialing Pad dialog box appears.
              Figure 3. CTI Dialing Pad

              Step 2   Enter the phone number to be dialed in the Dialed Number field or select a destination from the drop-down menu. The drop-down menu contains the last six numbers dialed from this desktop.
              (Optional) You can click More to get additional details.
              Figure 4. CTI Dialing Pad with More Options

              (Optional) You can click Call Data to enter data associated with the call.

              Step 3   Consider whether you want to speak with the consulted agent upon call transfer.
              • If you do not want 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. Once you select Transfer Init, the call is put on hold. You have an opportunity to speak to the consulted agent before completing the transfer. When the consult call is answered, Transfer Init changes to Transfer Complete. To complete the transfer, click Transfer Complete.

              Conference Calls

              To initiate a conference call, perform the following steps:

              Procedure
                Step 1   Click Conference. The CTI Dialing Pad dialog box appears.
                Figure 5. CTI Dialing Pad

                Step 2   Enter the phone number to be dialed in the Dialed Number field, or select a destination from the drop-down menu. The drop-down menu contains the last six numbers dialed from this desktop.

                (Optional) You can click More to view the following display.

                Figure 6. CTI Dialing Pad with More Options

                Step 3   Click Conference Init. The call is now put on hold. You will have an opportunity to speak to the consulted agent before completing the conference. When the consult call is answered, Conference Init changes to Conference Complete.
                Step 4   To complete the conference, click Conference Complete.

                Send DTMF Tones

                Occasionally, the agent may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voicemail system, or other similar device. To transmit DTMF tones when connected to a call, perform the following steps.

                Procedure
                  Step 1   Select an active call in the Call Information Grid.
                  Step 2   Click Dial. The following dialpad dialog box appears.
                  Figure 7. 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.
                  What to Do Next

                  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, consider muting these tones so the tones do not conflict with the tones IP Communicator produces.

                  Main Window Keyboard Accessibility

                  The buttons with icons on the main frame window have the following keyboard equivalents for accessibility to Agent actions.

                  Button

                  Hotkey

                  Login

                  Alt+l

                  Logout

                  Alt+o

                  Ready

                  Alt+r

                  Not Ready

                  Alt+n

                  Wrapup

                  Alt+w

                  Dial

                  Alt+d

                  Answer call

                  Alt+a

                  Release call

                  Alt+x

                  Hold

                  Alt+h

                  Retrieve

                  Alt+i

                  Alternate

                  Alt+s

                  Reconnect

                  Alt+e

                  Conference

                  Alt+c (Toggle key)

                  Transfer

                  Alt+t (Toggle key)

                  Emergency

                  Alt+g

                  Supervisor assist

                  Alt+q

                  Show statistics

                  Alt+y

                  Chat

                  Alt+z

                  Record

                  Alt+f

                  Bad line

                  Alt+b

                  Call Information Grid Accessibility


                  Note

                  The Agent Desktop has been tested with the JAWS Screen Reader, version 8.0. Items are read back to the user only if JAWS has been installed on the system.

                  The JAWS screen reader is used to read the status bar. JAWS reads the status bar when the user selects Insert+Page Down together.

                  Following are the keyboard shortcuts for movement within the Call Information Grid window:

                  Alt+j

                  Moves focus to the Call Appearance Grid. When a cell is highlighted on the call grid, the user can select F3 to have JAWS read back the cell's header and the cell's contents.

                  When an entire row is selected, the user can select INSERT+Up Arrow to have JAWS read back the contents of each cell in the current row.

                  Tab

                  Move to the element that follows the grid in the tab order.

                  Shift-tab

                  Move to the element that precedes the grid in the tab order.

                  right 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 moves to the first cell of the current line.

                  left arrow

                  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 is highlighted.

                  up arrow

                  Move to the cell above the current cell. If the current cell is at the top of its column, the focus wraps to the first non-empty row from the bottom of the current column.

                  down arrow

                  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 wraps to the top of the current column.

                  When a cell is highlighted on the call grid, select F3 to have JAWS read back the cell's header and the cell's contents.

                  Once you have focus on the cell you want to edit, you can complete the following actions.

                  Key

                  Action

                  Not Editing

                  Editing

                  Del

                  Clears the contents of the cell and begins editing.

                  Deletes the character that follows the cursor.

                  Any character currently allowed to be entered in the cell except backspace

                  Does nothing.

                  If you are editing, places the character typed at the cursor position.

                  Backspace

                  Deletes the contents of the cell. Places user into edit mode.

                  Deletes the character before the cursor.

                  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

                  Moves 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 moves to the first cell of the current line.

                  Moves the cursor further one step or to the last character.

                  Left arrow

                  Moves 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 is highlighted.

                  Moves the cursor to one step backward or to the first character.

                  Up arrow

                  Moves to the cell above the current cell. If the current cell is at the top of its column, the focus wraps to the first non-empty row from the bottom of the current column.

                  Does nothing.

                  Down arrow

                  Moves 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 wraps to the top of the current column.

                  Does nothing.

                  Esc

                  Does nothing.

                  Restores the cell to the value it had before being edited and exits edit mode.

                  Accessibility and Asynchronous Events

                  The following table lists different asynchronous events and ways of working with them.

                  Event

                  Notification

                  OnConnection and OnConnectionClosed

                  Users can determine if they are connected by having JAWS read the status bar (Insert-Page Down).

                  Answer call, conference call, transferred call

                  The agent’s phone provides an audible clue. Users can determine if they have a call by having JAWS read the status bar (Insert-Page Down).

                  The agent’s state is Reserved if the agent has a call.

                  Call established

                  The agent’s phone signals the call is established (ringing ends).

                  To instruct JAWS to read back the contents of each cell in the current row, select Insert-Up Arrow while highlighting the row for the call on the call grid.

                  Call held

                  The agent’s phone provides an audible clue.

                  To instruct JAWS to read back the contents of each cell in the current row, select Insert-Up Arrow while highlighting the row for the call on the call grid.

                  Call conferenced, call transferred

                  Use the phone to determine if the call has been conferenced or transferred. The call grid also reflects the state of the call.

                  Call cleared

                  Use the phone and the call grid to determine the state of the call.

                  Agent state changes

                  Agents can determine their state by having JAWS read the status bar (Insert-Page Down).