Using the CTI Console

Change any registration parameters if necessary and click Set or Activate (depending on your version). After you do so, the CTI interface appears, which looks similar to the following:

Note:

Note that the PeopleSoft CTI interface operates within the MultiChannel Framework Console. CTI users will see the MultiChannel Console only if their user ID belongs to a role that has MCF_AGENT or MCF_SUPR real-time event notification (REN) permissions, and WEBLIB_MCFLINK web libraries in their role's permission list.

This example illustrates the fields and controls on the CTI Console. You can find definitions for the fields and controls later on this page.

The CTI Console

Note:

Do not open two consoles for the same user on a single machine. Doing so can result in an error.

Field or Control Description

Register button(register)

Select to register and unregister with the CTI middleware. The button acts as a toggle switch. When the green check mark appears, you are registered; when the red X appears, you are not registered.

Lines

Select the option to the left of the telephone icon to activate the associated line. The icon that you select determines the active line. All call actions that you choose apply only to the active line. The color of the icon reveals the activity on the line. The colors are:

  • Blue: Inactive.

  • Red: Ringing.

  • Green: On call.

  • Yellow: On hold.

Select Call Action

Select actions related to calls, including Answer, Hold, and Transfer. Which call action options appear depends on your current status. For instance, the Hold call action is valid only while you are on the line with a caller. Call action options are discussed in detail in the following section.

Status

Displays the agent status, as in Ready or Not Ready (to receive calls). It can also show Ready/DND (do not disturb) if the agent is not using a queue.

Q (queue)

If the agent belongs to an automatic call distributor (ACD) group, the group appears here.

Messages

Informational messages appear in the right corner of the CTI Console. Examples of such messages are Dialing, Connected, and Released. These messages do not persist.

Note: Error messages appear in separate windows.

Call Duration

The system tracks the amount of time spent on calls for each line.

Incoming Call Information

Displays the string associated with the Descr call variable. For example, Gold Customer.

Note:

In the applet-based solution, some CTI systems will automatically sign out the CTI agent when the CTI console is closed. For CTI systems in which this is not automatic, the option can be set on the agent Personalization page (select PeopleTools, and then MultiChannel Framework, and then CTI Configuration, and then Configure CTI Agents, and then Personalization.)