Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

Depending on the requirements of the contact center, a particular type of desktop might be better suited 
to the solution. 

 contains an abbreviated list of the functionality available in the various desktop 

applications. It is intended to provide a starting point to determine the desktop that best meets specific 
solution requirements. Further information is available for each of the Cisco desktops in the sections 
below and in their respective product specifications at 

 

The Cisco Agent Desktop (CAD) solution is a suite of packaged desktop applications and services. The 
CAD solution offers a rich set of features for the contact center environment, including:

Lightweight Agent Desktop

Cisco Agent Desktop Browser Edition (CAD-BE) is a java-based agent application that runs in a 
browser window on the agent's desktop. It offers a similar look-and-feel as the Cisco Agent Desktop 
application, with many of the same features. CAD-BE can run in any supported browser on any 
supported operating system.

Turn-key desktop applications

Yes

Yes

Yes

Yes

Yes

Custom desktop development using 
C++, .NET, and Java

 

 

Yes

 

 

Desktop Security

Yes

 

Yes

 

 

Workflow Automation

Yes

Yes

 

 

 

Mobile (Remote) Agents

Yes

Yes

Yes

 

 

Siebel Integration

 

 

 

Yes

 

Silent Monitoring

Yes

Yes

Yes

 

Yes

Integrated Recording Capability

Yes

Yes

 

 

Yes

Monitor Mode Applications

 

 

Yes

 

 

Outbound Calls

Yes

 

Yes

 

 

Microsoft Terminal Services Support

Yes

 

Yes

 

 

Citrix Presentation Server Support

Yes

 

Yes

 

 

Agent Mobility

Yes

Yes

Yes

 

Yes

IP Phone Solution (no soft desktop)

 

 

 

 

Yes

Specific capability or integration not 
offered by Cisco