Cisco Cisco Agent Desktop 10.0 Installation Guide
Cisco CAD Installation Guide
20
October 16, 2015
Recording and Statistics Service
The Recording and 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 (synchronization) service connects to the Unified 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 Unified ICM configuration.
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 Unified ICM configuration.
The Sync service also monitors the Unified ICM LDAP for changes to contact
information and contact lists. When this information changes, the Sync service
notifies the CAD LDAP of the changes.
information and contact lists. When this information changes, the Sync service
notifies the CAD LDAP of the changes.
Tomcat Service
Tomcat is a Java-based webserver. Tomcat is required for IP Phone Agent to work with
the XML pages displayed by IP phones. Tomcat is also used for Desktop Administrator,
Desktop Management Console, and desktop installations.
the XML pages displayed by IP phones. Tomcat is also used for Desktop Administrator,
Desktop Management Console, and desktop installations.
VoIP Monitor Service
The VoIP (Voice over IP) 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.
NOTE: The VoIP Monitor Service is not used with Unified CM-based
monitoring. However, it must be installed and enabled.
monitoring. However, it must be installed and enabled.
Multiple VoIP Monitor services can be installed in one logical contact center to ensure
there is enough capacity to handle the number of agents.
there is enough capacity to handle the number of agents.