Cisco Cisco Agent Desktop 8.5 Release Notes
2
Release Notes for Cisco Agent Desktop 4.6.0
78-xxxxx-xx
New and Changed Information
New and Changed Information
Cisco Agent Desktop 4.6.0.21 includes the following new features:
•
Desktop monitoring
•
Support of Cisco Outbound Option
•
Localization for Japan
New Software Features
Cisco Desktop Administrator
Desktop Monitoring
The VoIP Monitor administrative window in Cisco Desktop Administrator has been modified to enable
the administrator to choose how to monitor specific MAC addresses—via desktop monitoring or server
monitoring.
the administrator to choose how to monitor specific MAC addresses—via desktop monitoring or server
monitoring.
The administrator can check a checkbox next to a listed MAC address to enable desktop monitoring, or
select a VoIP Monitor server from a dropdown list to enable server monitoring. These actions are
mutually exclusive: an agent phone cannot be monitored by both. However, desktop monitoring can be
checked and a VoIP Monitor server can be selected for the same MAC address. In that case, the agent
phone is monitored by the desktop monitor. If that fails, the VoIP Monitor takes over.
select a VoIP Monitor server from a dropdown list to enable server monitoring. These actions are
mutually exclusive: an agent phone cannot be monitored by both. However, desktop monitoring can be
checked and a VoIP Monitor server can be selected for the same MAC address. In that case, the agent
phone is monitored by the desktop monitor. If that fails, the VoIP Monitor takes over.
The administrator can also set a default VoIP Monitor server. The default VoIP Monitor server is used
for monitoring those devices not assigned to desktop monitoring or a specific VoIP Monitor server.
for monitoring those devices not assigned to desktop monitoring or a specific VoIP Monitor server.
Cisco Outbound Option
Cisco Desktop Administrator has been modified to enable administrators to set up agent responses to
Cisco Outbound Option (COO) calls through the use of task buttons. This new feature is similar to the
existing Utility Action feature.
Cisco Outbound Option (COO) calls through the use of task buttons. This new feature is similar to the
existing Utility Action feature.
Note
Cisco Outbound Option requires ICM 5.0(0) or greater.
The administrator configures four task buttons to perform the following actions on COO calls:
•
Accept
•
Skip
•
Reject
•
Callback/Cancel Reservation
The Accept, Skip, and Reject actions are enabled only in Preview Dialing Mode. The Callback/Cancel
Reservation action is enabled only when the agent is in Talking or Wrapup state on a COO call.
Reservation action is enabled only when the agent is in Talking or Wrapup state on a COO call.
COO calls can be dialed in three modes: Predictive, Preview, and Progressive. These modes are
configured in ICM.
configured in ICM.