Cisco Cisco Computer Telephony Integration Option 9.0 User Guide

This manual provides instructions for using the CTI Toolkit Agent Desktop.

This manual is intended primarily for agents who will use CTI Toolkit Agent Desktop to answer and 
process calls. This manual assumes that an administrator has already installed the hardware and software 
needed for CTI Toolkit Agent Desktop to run.

Cisco IPCC Enterprise Edition is renamed Cisco Unified Contact Center Enterprise (abbreviated as 
Unified CCE). Cisco IPCC Hosted Edition is renamed Cisco Unified Contact Center Hosted (abbreviated 
as Unified CCH). 

Cisco ICM Enterprise Edition is renamed Cisco Unified Intelligent Contact Management Enterprise 
(abbreviated as Unified ICME). Cisco ICM Hosted Edition is renamed Cisco Unified Intelligent Contact 
Management Hosted (abbreviated as Unified ICMH).

Rather than constantly referring to all four of the aforementioned products, the following shorthand is 
used. Unless otherwise noted, Unified ICM stands for Cisco Unified Intelligent Contact Management 
Enterprise and Hosted Editions, while Unified CC stands for Cisco Unified Contact Center Enterprise 
and Hosted Editions.

System IPCC Enterprise is renamed Cisco Unified System Contact Center (abbreviated as Unified SCC).

These new names are introduced in Release 7.1(1). They are referenced in opening screens and 
documentation, but they do not yet appear throughout the user interface. For example, there is still an 
“IPCC” selection on the CTI Login dialog Connect To pull-down menu, and the ICM Configuration 
Manager tool is still named as such and referred to in this manual accordingly.