Cisco Cisco Unified Contact Center Management Portal 8.5(2) Leaflet

* For more detailed information on supported recording and monitoring, refer to Configuring and Troubleshooting 
VoIP Monitoring, available at 

**

 Call control actions are performed by using the IP phone's call control softkeys. 

For more information on CAD agent applications, refer to the appropriate user guide, 

available at 

Cisco Agent Desktop is a Windows application that runs on the agent PC. It works with either a hardware 
IP phone or the Cisco IP Communicator soft phone. Agent Desktop interfaces with the CTI OS service 
for call control and agent state change events; for all other features, it communicates with the CAD 
services. 

Agent Desktop supports Desktop, SPAN, and Unified CM monitoring and recording.

Figure 4-3 illustrates various ways agent desktops can be configured in a contact center.

Agent A shows an agent who uses a hardware IP phone. The IP phone connects directly to the 
agent’s PC via a network cable. This is the configuration required for desktop monitoring. CAD 
supports a VPN connection between the agent’s PC and the contact center network.

Agent B shows an agent who uses Cisco IP Communicator. This configuration also supports a VPN 
connection to the contact center network. This is the most common configuration for remote agents.

Agent C shows Agent Desktop used with the Mobile Agent feature. Mobile agents are agents whose 
phones are not directly controlled by Unified CM. Agents might use their home phones or cell 
phones as their agent device. In this case, the agent provides a CTI port to associate with their remote 
phone when logging in. ACD calls for the logged-in agent are sent to the CTI port, which causes the 
call to appear at the mobile agent’s phone device. There is a logical relationship (the dashed line) 
between the agent and the mobile phone. CAD supports a VPN connection between the agent and 
the contact center network in this configuration. Mobile agents can be monitored and recorded using 
SPAN monitoring.

For more information about Cisco Agent Desktop features and capabilities, refer to the Cisco Agent 
Desktop User Guide, available at

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html

Desktop monitoring and recording*

Yes

No

No

SPAN monitoring and recording*

Yes

Yes

No

Unified CM monitoring and recording*

Yes

Yes

Yes