Cisco Cisco Agent Desktop 9.0

If an agent is configured by the administrator for desktop monitoring, software on the agent’s desktop 
handles the recording and monitoring requests for that agent. Desktop monitoring is available only on 
agent desktops that are physically connected to the network through a hard IP phone (Cisco models 7910, 
7940, and 7960) or through a media terminated soft phone.

Desktop monitoring avoids the use of SPAN configuration on the Cisco Catalyst switch, which can be 
difficult to implement and support.

Cisco Outbound Option is available to agents through the use of actions assigned to task buttons on the 
toolbar. This functionality enables agents to receive both inbound and outbound calls. 

Cisco Agent Desktop has been localized for Japan. The interface, online help, and quick reference cards 
have been translated into Japanese Kanji.

Cisco Supervisor Desktop has been localized for Japan. The interface, online help, and quick reference 
cards have been translated into simplified Japanese Kanji.

The Enterprise server has been modified by adding the following COO and Cisco E-mail (CEM) 
Extended Call Context (ECC) variables. These variables are predefined in the Enterprise server’s 
ssECCs.cfg configuration file.

BAAccountNumber

BABuddyName

BACampaign

BADialedListID

BAResponse

BAStatus

BATimeZone

cisco.cem.Category

cisco.cem.MessageKey

cisco.cem.Priority

In previous versions of Enterprise server, it was assumed that all ECC variables are prefixed with “user.” 
For 4.6.0, it has been modified to support variables that do not have this prefix.