Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Desktop Administrator User Guide
216
November 19, 2013
Cisco Browser and IP Phone Agent (BIPPA) Service
The service that enables CAD-BE and IP phone agents to log in and out of
Unified ICM, change agent states, and enter wrap-up data and reason codes
without having the Agent Desktop software. This service works in conjunction with
the Services feature of Unified CM and Cisco IP phones.
Unified ICM, change agent states, and enter wrap-up data and reason codes
without having the Agent Desktop software. This service works in conjunction with
the Services feature of Unified CM and Cisco IP phones.
Cisco Chat Service
A service that acts as a message broker between the Chat clients and Supervisor
Desktop. It is in constant communication with all agents and supervisor desktops.
Desktop. It is in constant communication with all agents and supervisor desktops.
Cisco Enterprise Service
A server program that tracks calls in the system. It is used to attach IVR-collected
data to a call in order to make real-time call activity data available at the agent
desktop.
data to a call in order to make real-time call activity data available at the agent
desktop.
Cisco LDAP Monitor Service
The service that starts Directory Services and then monitors it to ensure that it
keeps running.
keeps running.
Cisco Licensing and Resource Manager Service
The service that distributes licenses to clients and oversees the health of the CAD
services. In the event of a service failure, it initiates the failover process.
services. In the event of a service failure, it initiates the failover process.
Cisco Recording & Playback Service
The service that extends the capabilities of the Cisco VoIP Monitor Service by
allowing supervisors and agents to record and play back calls.
allowing supervisors and agents to record and play back calls.
Cisco Recording and Statistics Service
A service that maintains a 7-day history of agent and team statistics. It also
manages call recording.
manages call recording.
Cisco Sync Service
The service that connects to the Unified ICM logger SQL database via and ODBC
connection and retrieves agent, supervisor, team, and skill information. It then
compares the information with the information in Directory Services and adds,
updates, or deletes entries as needed to stay consistent with the Unified ICM
configuration.
connection and retrieves agent, supervisor, team, and skill information. It then
compares the information with the information in Directory Services and adds,
updates, or deletes entries as needed to stay consistent with the Unified ICM
configuration.
Cisco Unified Mobile Agent
Cisco Unified Mobile Agent provides the capability to use remote agents when
staffing contact centers. It provides an encrypted, secure, IT-managed connection
over broadband to the home. The agents have complete access to all the contact
center applications.
staffing contact centers. It provides an encrypted, secure, IT-managed connection
over broadband to the home. The agents have complete access to all the contact
center applications.