Cisco Cisco Agent Desktop 9.0

CAD IPCC Enterprise and Hosted Editions Release 7.0(0) includes the following new features.

Cisco IP Phone Agent is now offered as a standalone application in the standard, enhanced, and 
premium bundles.

Serviceability enhancements have been made to improve the performance of logging for diagnostic 
purposes.

Installation enhancements have been made to support automatic upgrades of the desktop 
applications.

Agents can now log in using their user name or their user ID, depending how the system 
administrator configures the system.

An agent can chat with supervisors and agents on his or her team and receive team messages (TMs) 
even when logged out of the ACD as long as Cisco Agent Desktop is not closed.

Cisco IP Communicator has replaced Media Termination as the supported soft phone.

Enterprise data and call activity data is available on both inbound and outbound calls.

Work flows can be applied to Cisco Outbound Option calling campaigns.

Cisco Outbound Option functions are now controlled by a dedicated Outbound Option toolbar.

A password is required whenever agents log in after logging out of (but not closing) Cisco Agent 
Desktop.

Agents can dial a hyperlinked phone number from a web page displayed in the embedded browser 
just by clicking the hyperlink.

Cisco Supervisor Desktop’s interface can be configured using dockable panes and the supervisor’s 
choice of real-time displays in graphical and tabular format.

Supervisors can create Supervisor Work Flows for threshold alerts.

Supervisors can re-skill their agents dynamically via a link to the web-based Cisco IPCC Agent 
Re-skilling Tool. 

IP phone agents are treated the same as desktop agents, with equal visibility and control by 
supervisors.

Supervisors can push a web page to a monitored agent.

Enterprise data and call history are available for both inbound and outbound calls.

A supervisor’s last 10 team messages are saved for reuse.