Cisco Cisco IPCC Web Option Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
Unified CCE Components, Terminology, and Concepts
This section describes the major components and concepts employed in a Unified CCE solution.
Unified CCE Agent Interface
Cisco offers the following interfaces for Unified CCE agents:
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Cisco Agent Desktop
Cisco Agent Desktop (CAD) is an out-of-the-box, Windows-based desktop application that enables the
agent to perform agent state control (including login, logout, ready, not ready, and wrap up) and call
control (including answer, release, hold, retrieve, transfer, conference, make call). CAD requires use of
a Cisco Unified IP phone or Cisco IP Communicator (softphone). Other features, such as an integrated
chatting application, call recording, and workflow automation, may also be included. (See
agent to perform agent state control (including login, logout, ready, not ready, and wrap up) and call
control (including answer, release, hold, retrieve, transfer, conference, make call). CAD requires use of
a Cisco Unified IP phone or Cisco IP Communicator (softphone). Other features, such as an integrated
chatting application, call recording, and workflow automation, may also be included. (See
.)
Figure 1-5
Cisco Agent Desktop