Cisco Cisco Agent Desktop 8.0 Datenbogen

 

 

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Figure 2.    Desktop Contact Selection and Chat Windows 

 

Cisco Collaboration and Cisco Unified Presence integration features include: 

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Shared contact lists provide visibility to only those enterprise colleagues appropriate for agents to access. 

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Agents can quickly and easily share caller data subject matter experts. 

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Agents can also use this same dialog to conference an expert into the call, or even transfer a caller to the 

contact. 

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Cisco Unified Presence clients such as Cisco Unified Communicator are supported, as well as external 

users who exist in a foreign domain, such as a Microsoft Office Communicator client that exists in an 

intercluster peer or federated domain. 

Cisco Agent Desktop-Browser Edition 

The Cisco Agent Desktop-Browser Edition (Figure 3) executes as a thin client from within the Internet Explorer or 

Firefox web browsers, making it easy to deploy and maintain. Although not as comprehensive as the full Windows 

client, the capabilities of Cisco Agent Desktop-Browser Edition include core features, making it an ideal solution in 

some contact center environments. 

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Call control: Agents can perform third-party call control including answer, hold, conference, and transfer 

calls using dashboard toolbar buttons. 

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Agent ACD state control: Agents can log in, control their ready state, and provide reason codes for these 

state changes. 

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Wrap-up codes: At the conclusion of a call, the Cisco Agent Desktop can present the agent with the wrap-

up dialog to categorize the nature of the call. 

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Contact appearance: The application displays data about the agent

’s current call.