Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
2-21
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Agent Desktop Integration with Cisco Unified Presence
11.
The Cisco Desktop Agent E-Mail Service periodically checks the outbox folder and sends all
messages in it.
messages in it.
The following table shows agent e-mail maximum capacities.
Table 2-1
Agent E-mail Maximum Capacities
Cisco Agent Desktop Integration with Cisco Unified Presence
CAD agents and supervisors have long been able to communicate with each other via the chat services
built into the desktop applications. If you have deployed Cisco Unified Presence in their environments,
agents and supervisors can use these same desktop applications to see the presence status of SMEs as
well as other critical members of the enterprise, and to initiate chat sessions with them. The SMEs use
the Cisco Unified Personal Communicator to initiate chat sessions with agents who are configured as
Cisco Unified Presence users and respond to the chat requests from them. SMEs can also use Microsoft
Office Communicator or other clients that are supported with Cisco Unified Presence if Cisco Unified
Presence is configured to support federated users. The Cisco Unified Presence integration feature is
available in the Standard, Enhanced, and Premium packages.
built into the desktop applications. If you have deployed Cisco Unified Presence in their environments,
agents and supervisors can use these same desktop applications to see the presence status of SMEs as
well as other critical members of the enterprise, and to initiate chat sessions with them. The SMEs use
the Cisco Unified Personal Communicator to initiate chat sessions with agents who are configured as
Cisco Unified Presence users and respond to the chat requests from them. SMEs can also use Microsoft
Office Communicator or other clients that are supported with Cisco Unified Presence if Cisco Unified
Presence is configured to support federated users. The Cisco Unified Presence integration feature is
available in the Standard, Enhanced, and Premium packages.
For example, a customer calls a Cisco Unified Contact Center that has integrated Cisco Unified Presence
with CAD. The customer's call is routed to an available agent. If the agent requires assistance in
addressing the caller's needs, the agent can launch the contact selection window from the Agent Desktop
toolbar. The contact selection window will display the presence status of other agents, supervisors, and
SMEs who are assigned to the agent's work flow group. The agent can then select a contact who is
available and initiate a chat session with the contact. If appropriate, the agent can also use the contact
selection window to conference a contact into the call, or even transfer the customer's call to the contact.
with CAD. The customer's call is routed to an available agent. If the agent requires assistance in
addressing the caller's needs, the agent can launch the contact selection window from the Agent Desktop
toolbar. The contact selection window will display the presence status of other agents, supervisors, and
SMEs who are assigned to the agent's work flow group. The agent can then select a contact who is
available and initiate a chat session with the contact. If appropriate, the agent can also use the contact
selection window to conference a contact into the call, or even transfer the customer's call to the contact.
and the description that follows describe how various components of Cisco Agent Desktop
and Cisco Unified Presence interface with each other.
UCCX 8.0
Server Class
5
4
3
2
1
7845
7845
7835
7825
7815
E-mails per hour (total incoming
across all CSQs)
across all CSQs)
600
600
600
150
150
Concurrent Agent e-mail Agents
120
120
120
30
30
E-mails queued (total backlog across
all queues)
all queues)
3000
3000
3000
750
750