CTI Toolbar

After you have selected a skill, the CTI toolbar (and the Recorder toolbar, if configured) will be loaded. The toolbar will look similar to the following:

The status bar on the right hand edge of the toolbar will indicate your current state and the time you have been in it.

The toolbar icons may vary slightly between different telephony platforms but generally they are as follows.

Toolbar types and options

When configuring a skill for a project a CTI Server has to be provided. Depending on the "Is CTI" option in the CTI Server screen, you can define two different types of toolbar telephony:

"Real" toolbar connected to a real CTI Server
"Manual" toolbar which doesn't actually control the telephone

To use the toolbar a series of icons is available to be used as telephony "buttons".

Toolbar buttons

Icon	Description
	Call Recording – indicates call is not being recorded
	Call Recording – indicates call is being recorded
	Login - Used to log into the telephony platform
	Log Off - Used to log out of the telephony platform
	Available - Used to set yourself available
	Not Available -Used to set yourself unavailable
	Incoming Call - Used to get the next telephony task
	Answer Call
	Place call on Hold
	Retrieve call
	Start Transfer
–	Start Conference
	Cancel Transfer / Conference
	Complete Transfer / Conference / Call
	Replicate inbound call (available only on the "Manual" toolbar)
	Hang Up
	Dial Pad

Getting ready for a task

The next step is to let the telephony system know that you’re available to handle calls. Providing that the system has not been configured to automatically sign you in, this is done by clicking on the Login button. This will display the login screen pictured on the right – once again, this screen may vary slightly between telephony platforms.

If you do not know your login details, extension or campaign, please see your supervisor who should be able to provide with the details that you need to continue. Just to clarify, these are the login details for your telephony system and will not necessarily be the same as your Infinity login details.

Once you have provided the login details required, click the OK button and the toolbar should update to show you as ‘logged in’ and ‘unavailable’ as shown in the picture below.

To make yourself available, click the Available toolbar icon.