User Guide

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Telephony Controls

The CTI telephony controls work in conjunction with the new Agent Toolbar, available from Version 4.5.26. The control pack for these controls can be found in the CallScripter web files. These controls interact with the installed Communication Provider, and do not offer this functionality if there is no Communications Provider installed. The controls available are:
 
Name
Function
CTI - Outcome and Callback
Can display multiple outcomes.  Allows agents to select an outcome and schedule a callback.  Usually found on the Wrap Page of the script.
CTI - Outcome Control
Displays a single outcome,  usually on the first page of the script (for example "No Answer" to allow agent to quickly disposition call).
CTI - Telephony Control
Use to carry out additional telephony functionality, for example, transfer a call, hang up, within the script page.
 
 

The contents of Telephony Controls

CTI - Outcome and Callback
CTI - Outcome Control
CTI - Telephony Control