Cisco Cisco E-Mail Manager Unity Integration Option Designanleitung
4-9
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 4 Unified Contact Center Enterprise Desktop
Desktop Solutions
For more information on CAD agent applications, refer to the appropriate user guide, available at
Cisco Agent Desktop
Cisco Agent Desktop is a Microsoft Windows application that runs on an agent's PC and works with
either a hardware IP phone or the Cisco IP Communicator software phone. Cisco Agent Desktop
interfaces with the CTI OS service for call control and agent state change events. For all other features,
it communicates directly with the CAD services. Cisco Agent Desktop includes support for desktop
monitoring, which captures the voice stream on the agent's IP phone to support the silent monitoring and
call recording features.
either a hardware IP phone or the Cisco IP Communicator software phone. Cisco Agent Desktop
interfaces with the CTI OS service for call control and agent state change events. For all other features,
it communicates directly with the CAD services. Cisco Agent Desktop includes support for desktop
monitoring, which captures the voice stream on the agent's IP phone to support the silent monitoring and
call recording features.
shows the types of supported CAD agents.
Figure 4-3
CAD Agents and Components
Agent A in
shows a CAD agent that uses a hardware IP phone. The IP phone is shown directly
connected to the agent's PC via a network cable, which is the configuration required for desktop
monitoring. The VPN label designates that CAD supports a VPN connection between the agent's PC and
the call center network.
monitoring. The VPN label designates that CAD supports a VPN connection between the agent's PC and
the call center network.
Agent B shows a CAD agent that uses the Cisco IP Communicator softphone. This configuration also
supports a VPN connection to the call center network. It is the most common configuration for remote
agents.
supports a VPN connection to the call center network. It is the most common configuration for remote
agents.
Agent state workflow automation
Yes
N/A
N/A
Desktop monitoring
Yes
N/A
N/A
1.
Call control actions are performed by using the IP phone's call control softkeys.
Table 4-3
Features Supported by CAD User Applications (continued)
Feature
CAD
CAD-BE
IPPA
Cisco voice
gateway
190158
Agent C
-Cisco Agent
Desktop
-Cisco Agent
Desktop
Cisco Catalyst
Agent B
-Cisco Agent
Desktop
-Cisco IP
Communicator
Desktop
-Cisco IP
Communicator
V
Agent A
-Cisco Agent
Desktop
Desktop
IP
IP
Mobile Agent
phone
PSTN
VPN
VPN
VPN