EF Headset CTI Connector
In integration with Cisco Finesse Agent Desktop, Headset Connector allows for agents to go “Ready”, “Not-ready” and also to “Answer”, "Hold" and “End” calls by a simple action on Plantronics headsets. Cisco Finesse understands the context and updates the call/agent states in the Agent Desktop. Let’s go through the features in the following in more details:
Update Agent States
EF Headset Connector allows Finesse Server to update agent states to “ready”, “not ready” in Finesse desktop by “putting on”, “putting off” the headsets respectively.
Update Call States
The call states such as “Answer”, “hold” and “resume” are determined by putting on/off headsets while on call. So, for example, if a call comes in, the agent can just put on the headsets and the call will be automatically answered. Similarly, while on call, if he puts the headsets off, the call is set on “hold” and putting the headsets “on” again will resume the call. The volume control buttons allows the agent to adjust the call volume. The agent can use of the headset button to “end” the call.