Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide

Agents use the Cisco Agent Desktop (CAD) to login to the Unified CCX server and control their ACD 
state, control incoming and outgoing calls, chat with supervisors and other agents on their team, view 
their own real-time statistics, and view their own recent call activity.

Supervisors use the Cisco Supervisor Desktop (CSD) to view real-time queue and agent statistics, view 
recent call activity for agents, change agent states, chat with agents, and send marquee messages to all 
agents on the selected team. With the Enhanced or Premium packages, the supervisor can also barge-in 
or intercept ACD calls, silently monitor agents, and record agent calls.

See the 

for more information on silent monitoring.

This section contains the following: 

The Cisco CRS system uses the agent and supervisor desktops to provide resource distribution and 
queuing to call centers.

Before an agent logs in, the agent must be assigned to a phone or device profile that contains their 
Unified CCX extension. The Unified CCX extension must be unique and cannot be duplicated anywhere 
else in the Unified CM cluster, regardless of any partition configuration. You can assign an agent's 
Unified CCX extension to one of the following: Cisco IP phone or extension mobility device profile 

An agent has the following user interface options:

Use CAD with a Cisco IP phone

Use CAD with the Cisco IP Communicator

IP Phone Agent (no software required on the agent's PC)