Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
2-20
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.
Note
Ensure that the anti-virus software installed in Cisco Unified CCX server does not block the SMTP
operation performed by the Cisco Desktop Agent E-Mail Service to send outgoing e-mails. Refer the
Cisco Agent Desktop User Guide for details on which process to unblock.
operation performed by the Cisco Desktop Agent E-Mail Service to send outgoing e-mails. Refer the
Cisco Agent Desktop User Guide for details on which process to unblock.
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 or IP Phone Messenger 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 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 or IP Phone Messenger 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 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.