Cisco Cisco IPCC Web Option
Remote Agent User Information
IPCC Remote Agent Option is available on the following Cisco desktops:
•
Cisco CTI Toolkit Agent Desktop: Provides an interface that enables agents to perform
telephony call control and agent state control. The CTI Toolkit Agent Desktop provides an
interface to allow call data to be presented to an agent in the form of a screen pop. The CTI
Toolkit Agent Desktop also provides agents with statistics and chat capability.
telephony call control and agent state control. The CTI Toolkit Agent Desktop provides an
interface to allow call data to be presented to an agent in the form of a screen pop. The CTI
Toolkit Agent Desktop also provides agents with statistics and chat capability.
Note: CTI OS only supports chat between agents on the same peripheral.
•
Cisco CTI Toolkit IPCC Supervisor Desktop: The Supervisor Desktop has all of the
functionality of the Agent Desktop, with additional functions for monitoring and managing
Agent Team members.
functionality of the Agent Desktop, with additional functions for monitoring and managing
Agent Team members.
Note: The CTI Toolkit IPCC Supervisor Desktop is supported for use on Cisco IPCC
Enterprise only. It is not supported for use on TDM peripherals.
Enterprise only. It is not supported for use on TDM peripherals.
•
Cisco Agent Desktop: Provides call control capabilities—such as call answer, hold,
conference, and transfer, and ACD state control—ready/not ready, wrap up, etc. Customer
information is presented to an agent through an enterprise data window and an optional screen
pop. Cisco Agent Desktop requires minimum screen real estate and enables agents to customize
its functionality to meet their individual needs.
conference, and transfer, and ACD state control—ready/not ready, wrap up, etc. Customer
information is presented to an agent through an enterprise data window and an optional screen
pop. Cisco Agent Desktop requires minimum screen real estate and enables agents to customize
its functionality to meet their individual needs.
Note: CAD is not available with IP Phone Agent using an analog phone.
Note:
• Refer to the Cisco CTI OS and CAD documentation at
(http://
www.cisco.com/univercd/cc/td/doc/product/icm/index.htm) for detailed information about
the desktops.
the desktops.
• Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Hardware and
System Software Specifications (Bill of Materials) and the Cisco Response Solutions (CRS)
Software and Hardware Compatibility Guide (located on the
Software and Hardware Compatibility Guide (located on the
(http://
www.cisco.com/univercd/cc/td/doc/product/icm/index.htm)) for details about desktop operating
system and software requirements.
system and software requirements.
Configuration and Troubleshooting Guide for Cisco IPCC Remote Agent Option IPCC Enterprise and Hosted Editions Release 7.0(0), IPCC Express Edition Release 4.0(0)
19
Chapter 4