Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note

Cisco Desktop Services provide Cisco Agent Desktop and IP Phone Agent for agent use, and Cisco 
Supervisor Desktop for supervisor use.

 describes the Cisco Desktop Services features that are available in each Cisco Unified CCX 

Package.

 describes the IP Phone Agent (IPPA) features that are available in each Cisco 

Unified CCX Package.

 describes the Cisco Supervisor Desktop features that are available in each 

Cisco Unified CCX Package.

CAD is not available in the Standard package starting from Cisco Unified CCX 5.0(2).

Viewing Reports. View reports for the entire 
contact center using the Historical Reports client.

Included

Included

Included

Custom Reports. Generate custom reports using a 
combination of the Crystal Reports Developer's 
Toolkit and SQL stored procedures.

For more information, refer the Cisco Unified 
CCX Historical Reporting Administrator and 
Developer Guide and Cisco Unified CCX 
Database Schema.

Included

Included

Included

Agent State Control. From the agent desktop, agents log in, log 
out, and make themselves ready and not ready.

Included.

Included.

Call Control. From the agent desktop, agents answer, release, hold, 
retrieve, conference, and transfer calls. (Call control can also be 
performed from a Cisco Unified IP Phone.)

For example, to answer a call, the agent can simply pickup the 
phone handset. The Cisco Unified CCX software ensures that the 
current call state for the phone and CAD application are kept in 
synch. 

Call control initiated from the agent desktop is available 
only with Cisco Unified CCX with Cisco Unified CM, not 
with Cisco Unified CCX with Cisco Unified CME.

Included.

Included.

Dynamic Regrouping. Change of agent association with a resource 
group is applied immediately.

Included.

Included.