Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
4-16
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
CTI Toolkit Outbound Desktop
The CTI Toolkit Outbound Desktop is a Microsoft Windows application that runs on an agent's desktop
PC and works with either a hardware IP phone or the Cisco IP Communicator software phone. The CTI
Toolkit Outbound Desktop interfaces with the CTI OS server for call control and agent state change
events. In addition to the standard set of agent controls present in the CTI Toolkit Agent Desktop, the
Outbound Desktop provides a set of controls for managing outbound call campaigns. Outbound calls are
automatically managed by the Unified CCE, and the agent utilizes the additional controls to accept the
next outbound call.
PC and works with either a hardware IP phone or the Cisco IP Communicator software phone. The CTI
Toolkit Outbound Desktop interfaces with the CTI OS server for call control and agent state change
events. In addition to the standard set of agent controls present in the CTI Toolkit Agent Desktop, the
Outbound Desktop provides a set of controls for managing outbound call campaigns. Outbound calls are
automatically managed by the Unified CCE, and the agent utilizes the additional controls to accept the
next outbound call.
CTI Toolkit Combo Desktop
The CTI Toolkit Combo Desktop is a Microsoft Windows .NET application that runs on an agent's
desktop PC and works with either a hardware IP phone or the Cisco IP Communicator software phone.
The CTI Toolkit Combo Desktop interfaces with the CTI OS server for call control and agent state
change events.
desktop PC and works with either a hardware IP phone or the Cisco IP Communicator software phone.
The CTI Toolkit Combo Desktop interfaces with the CTI OS server for call control and agent state
change events.
The Combo Desktop integrates the functionality of the Toolkit Agent, Supervisor, and Outbound
desktops into a single .NET application. The Combo Desktop source code is also provided as a starting
point for custom desktop development using the Microsoft .NET Framework.
desktops into a single .NET application. The Combo Desktop source code is also provided as a starting
point for custom desktop development using the Microsoft .NET Framework.
CTI Toolkit All-Agents Monitor
The CTI Desktop Toolkit ships complete with a ready-to-run All-Agents Monitor application. This
application provides a call center administrator with the ability to monitor agent login and state activity
within the call center.
application provides a call center administrator with the ability to monitor agent login and state activity
within the call center.
CTI Toolkit All-Calls Monitor
The CTI Desktop Toolkit ships complete with a ready-to-run All-Calls Monitor application. This
application provides a call center administrator with the ability to monitor call activity within the call
center.
application provides a call center administrator with the ability to monitor call activity within the call
center.
CTI Driver for Siebel Solution
The Cisco CTI Driver for Siebel is an installable component developed by Cisco that enables integration
of the Cisco Unified CCE with the Siebel CRM Environment. In this solution, the Siebel Agent Desktop
provides the agent state and call control interface. The Siebel Desktop utilizes the Cisco CTI Driver for
Siebel, which is built on top of the CTI Desktop Toolkit C++ CIL to communicate with the CTI Object
Server.
of the Cisco Unified CCE with the Siebel CRM Environment. In this solution, the Siebel Agent Desktop
provides the agent state and call control interface. The Siebel Desktop utilizes the Cisco CTI Driver for
Siebel, which is built on top of the CTI Desktop Toolkit C++ CIL to communicate with the CTI Object
Server.
For more information on the capability of the Siebel eBusiness solution, refer to the Siebel website at
Deployment Considerations
This section covers the following deployment considerations:
•
•
•
•
•