Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 4 Unified Contact Center Enterprise Desktop
Desktop Components
CAD Base Services
•
Cisco Chat Service — Supports message passing and the text chat feature.
•
Cisco Enterprise Service — Communicates with the Unified CCE components to provide call data
to the user applications.
to the user applications.
•
Cisco Browser and IP Phone Agent Service — Provides services for CAD-BE and IPPA agent
applications.
applications.
•
Cisco Synchronization Service — Synchronizes the Unified CCE and CAD-specific configuration
data.
data.
•
Cisco LDAP Monitor Service — Manages the storage and retrieval of CAD configuration data.
•
Cisco Recording and Statistics Service — Manages the storage and retrieval of call recording, agent
call, and agent state change data used in reports.
call, and agent state change data used in reports.
•
Cisco Licensing and Resource Manager Service — Manages user licenses and controls failover
behavior.
behavior.
•
Cisco Recording and Playback Service — Provides the call recording and playback feature.
•
Cisco VoIP Monitor Service — Provides the voice streams for the call recording and silent
monitoring features if server-based monitoring is used.
monitoring features if server-based monitoring is used.
For more information on CAD, refer to the product documentation available at
Cisco Unified Contact Center Enterprise (CCE) supports a variety of desktop application choices for
agents and supervisors, as described in the following sections.
agents and supervisors, as described in the following sections.
Agent Desktops
An agent desktop application is a required component of a Unified CCE deployment. The contact center
agent uses this application to perform agent state control (login, logout, ready, not ready, and wrap-up)
and call control (answer, release, hold, retrieve, make call, transfer, and conference). In addition to these
required features, the application can provide enhanced features that are useful in a contact center
environment.
agent uses this application to perform agent state control (login, logout, ready, not ready, and wrap-up)
and call control (answer, release, hold, retrieve, make call, transfer, and conference). In addition to these
required features, the application can provide enhanced features that are useful in a contact center
environment.
There are seven primary types of Unified CCE agent desktop applications available, as listed below.
Agent Desktop Applications Offered by Cisco
•
Cisco Agent Desktop (CAD) — A packaged agent desktop solution supporting an embedded
browser and scripted workflow automation.
browser and scripted workflow automation.
•
CTI Desktop Toolkit — A development toolkit that provides agent desktop applications and that
supports full customization and integration with other applications, customer databases, and
Customer Relationship Management (CRM) applications.
supports full customization and integration with other applications, customer databases, and
Customer Relationship Management (CRM) applications.
•
CTI Driver for Siebel — A CTI driver for the Siebel Communication Server.
•
Cisco Unified IP Phone Agent — An agent desktop solution provided through the Cisco Unified IP
Phone display.
Phone display.
•
Cisco Agent Desktop Browser Edition (CAD-BE) — A browser-based agent application that
supports many of the features of the CAD windows-based agent application with lower platform
requirements.
supports many of the features of the CAD windows-based agent application with lower platform
requirements.