Cisco Cisco Agent Desktop 9.0

Cisco Agent Desktop 4.6.0.21 includes the following new features:

Desktop monitoring

Support of Cisco Outbound Option

Localization for Japan

The VoIP Monitor administrative window in Cisco Desktop Administrator has been modified to enable 
the administrator to choose how to monitor specific MAC addresses—via desktop monitoring or server 
monitoring. 

The administrator can check a checkbox next to a listed MAC address to enable desktop monitoring, or 
select a VoIP Monitor server from a dropdown list to enable server monitoring. These actions are 
mutually exclusive: an agent phone cannot be monitored by both. However, desktop monitoring can be 
checked and a VoIP Monitor server can be selected for the same MAC address. In that case, the agent 
phone is monitored by the desktop monitor. If that fails, the VoIP Monitor takes over.

The administrator can also set a default VoIP Monitor server. The default VoIP Monitor server is used 
for monitoring those devices not assigned to desktop monitoring or a specific VoIP Monitor server.

Cisco Desktop Administrator has been modified to enable administrators to set up agent responses to 
Cisco Outbound Option (COO) calls through the use of task buttons. This new feature is similar to the 
existing Utility Action feature.

Cisco Outbound Option requires ICM 5.0(0) or greater. 

The administrator configures four task buttons to perform the following actions on COO calls:

Accept

Skip

Reject

Callback/Cancel Reservation

The Accept, Skip, and Reject actions are enabled only in Preview Dialing Mode. The Callback/Cancel 
Reservation action is enabled only when the agent is in Talking or Wrapup state on a COO call.

COO calls can be dialed in three modes: Predictive, Preview, and Progressive. These modes are 
configured in ICM.