Cisco Cisco Agent Desktop 8.0 Installationsanleitung
Cisco CAD Installation Guide 7.1
14
November 2006
LDAP Monitor Service
The LDAP Monitor service starts Directory Services and then monitors it to ensure
that it keeps running.
that it keeps running.
Licensing & Resource Manager Service
The License & Resource Manager (LRM) service distributes licenses to clients and
oversees the health of the CAD services. In the event of a service failure, it initiates
the failover process.
oversees the health of the CAD services. In the event of a service failure, it initiates
the failover process.
Recording & Playback Service
The Recording & Playback service extends the capabilities of the VoIP Monitor
service by allowing supervisors and agents to record and play back calls.
service by allowing supervisors and agents to record and play back calls.
Recording & Statistics Service
The Recording & Statistics service maintains a 7-day history of agent and team
statistics, such as average time an agent is in a particular agent state, last login time,
number of calls an agent has received. It also stores real-time data, which is reset
each day at midnight.
statistics, such as average time an agent is in a particular agent state, last login time,
number of calls an agent has received. It also stores real-time data, which is reset
each day at midnight.
Sync Service
The Sync service connects to the ICM Administration Workstation SQL database via
an ODBC connection and retrieves agent, supervisor, team, and skill information. It
then compares the information with the information in Directory Services and adds,
updates, or deletes entries as needed to stay consistent with the ICM configuration.
an ODBC connection and retrieves agent, supervisor, team, and skill information. It
then compares the information with the information in Directory Services and adds,
updates, or deletes entries as needed to stay consistent with the ICM configuration.
Voice-Over IP Monitor Service
The Voice-Over IP (VoIP) Monitor service enables supervisors to silently monitor
agents. The service accomplishes this by “sniffing” network traffic for voice packets.
agents. The service accomplishes this by “sniffing” network traffic for voice packets.
Multiple VoIP Monitor services can be installed in one logical contact center to
ensure there is enough capacity to handle the number of agents.
ensure there is enough capacity to handle the number of agents.