Cisco Cisco Collaboration Server (CS) User Guide
Cisco Collaboration Server Agents Supervisor Guide – Version 5.0
Guide Structure
This guide contains the following sections:
Topic Description
Sample Session Scenarios
Sample Session Scenarios
Presents sample agent-caller interaction during Collaboration sessions.
Introduces each major feature of the agent desktops and describes why
each feature is helpful during a session.
Introduces each major feature of the agent desktops and describes why
each feature is helpful during a session.
Sharing Scripts
Describes how and why agents use scripts during sessions and the caller's
experience with scripts.
experience with scripts.
Sharing Applications
Describes how and why agents share applications during sessions.
Presents each Application Share Mode and the caller's experience with
sharing applications.
Presents each Application Share Mode and the caller's experience with
sharing applications.
Browsing with Follow Me
Describes how and why agents use Follow Me browsing during sessions.
Presents issues agents may encounter when using Follow Me and the
caller's experience with Follow Me browsing.
Presents issues agents may encounter when using Follow Me and the
caller's experience with Follow Me browsing.
Sharing Web Pages
Describes how and why agents share Web pages during sessions.
Presents the caller's experience with sharing Web pages.
Presents the caller's experience with sharing Web pages.
Chatting
Describes how and why agents chat with callers during sessions. Presents
the caller's experience with chatting.
the caller's experience with chatting.
Sharing Forms
Describes how and why agents share and interactively complete forms
during session. Presents the caller's experience with sharing forms.
during session. Presents the caller's experience with sharing forms.
Drawing on the White Board
Describes how and why agents draw interactively during sessions.
Presents the caller's experience with drawing on the White Board.
Presents the caller's experience with drawing on the White Board.
Remotely Controlling the Caller
Control Panel
Control Panel
Describes how and why agents remotely control the Caller Control Panel.
Presents the caller's experience with Caller Remote Control.
Presents the caller's experience with Caller Remote Control.
Holding eSeminars
Describes how and why agents engage in eSeminars. Presents the caller's
experience during an eSeminar.
experience during an eSeminar.
Queues and Agent Configuration
Describes each configuration an agent may have, including:
Collaboration Server routing with the single-session agent desktop
Collaboration Server routing with the multi-session agent desktop
ICM routing with the single-session agent desktop
ICM routing with the multi-session agent desktop
ACD routing with the single-session agent desktop
Also describes the Queue tab and Meetings area behavior in each
configuration and the types of requests an agent can receive.
Web Request Process
Describes the Web request process from a caller submitting a request to
the agent Wrapping Up at the end of a session. Presents this process from
the following points of view:
the agent Wrapping Up at the end of a session. Presents this process from
the following points of view:
Caller
Single-session agent
Multi-session agent
eSeminar agent
Maintaining Security
Offers suggestions for maintaining the security of the Collaboration Server,
including password, MeetMe ID, and Application Share information.
including password, MeetMe ID, and Application Share information.
Solving Common Errors
Describes the error messages that agents and callers may encounter,
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