Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide
1-10
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
Cisco Toolkit Desktop
Cisco Toolkit Desktops are custom built agent desktop applications built with the Cisco CTI toolkit. The
Cisco CTI toolkit is a software development toolkit used to develop agent desktop applications that
interact with the CTI Object Server (CTI OS). A Cisco toolkit desktop can provide the same agent state
controls and call controls as CAD. You can use the Cisco CTI toolkit to add agent state controls and call
controls to existing desktop applications. Cisco toolkit desktops require the agent to use a Cisco Unified
IP phone or Cisco IP Communicator (softphone).
Cisco CTI toolkit is a software development toolkit used to develop agent desktop applications that
interact with the CTI Object Server (CTI OS). A Cisco toolkit desktop can provide the same agent state
controls and call controls as CAD. You can use the Cisco CTI toolkit to add agent state controls and call
controls to existing desktop applications. Cisco toolkit desktops require the agent to use a Cisco Unified
IP phone or Cisco IP Communicator (softphone).
Embedded CRM Desktops
Embedded Customer Relationship Management (CRM) desktops are CRM applications that have agent
state and call controls embedded within a CRM application. The Cisco Siebel Desktop is one such
embedded CRM desktop. Other embedded CRM desktops are available from Cisco partners. Embedded
CRM desktops require the agent to use a Cisco Unified IP phone or Cisco IP Communicator (softphone).
state and call controls embedded within a CRM application. The Cisco Siebel Desktop is one such
embedded CRM desktop. Other embedded CRM desktops are available from Cisco partners. Embedded
CRM desktops require the agent to use a Cisco Unified IP phone or Cisco IP Communicator (softphone).
Cisco Unified IP Phone Agent
Unified IP Phone Agent is an agent interface that does not require a desktop application. It is
implemented as an XML application that is rendered on the screen of the IP phone and controlled
through the softkeys and buttons on the phone. The XML application performs agent state control, while
call control is handled through the normal phone softkeys and buttons. Other enhanced features,
including silent monitoring, call recording, screen pop and call center statistics, are also available
through this interface.
implemented as an XML application that is rendered on the screen of the IP phone and controlled
through the softkeys and buttons on the phone. The XML application performs agent state control, while
call control is handled through the normal phone softkeys and buttons. Other enhanced features,
including silent monitoring, call recording, screen pop and call center statistics, are also available
through this interface.
Unified CCE Supervisor Interface
Cisco offers the following interfaces for Unified CCE agents:
•
•
Cisco Toolkit Desktop
Cisco Supervisor Desktop
Cisco Supervisor Desktop (CSD) is an out-of-the-box, Windows based desktop application that enables
the supervisor to monitor and control agent state, monitor some call center statistics, monitor agents
silently, barge in on agents, intercept calls, and initiate agent call recording. CSD can perform these
functions only for agents using CAD or IPPA. CSD is a completely separate desktop application from
CAD and the barge-in and intercept functions require the supervisor to be logged into CAD.
the supervisor to monitor and control agent state, monitor some call center statistics, monitor agents
silently, barge in on agents, intercept calls, and initiate agent call recording. CSD can perform these
functions only for agents using CAD or IPPA. CSD is a completely separate desktop application from
CAD and the barge-in and intercept functions require the supervisor to be logged into CAD.
Cisco Toolkit Desktop
Cisco Toolkit Desktops can include supervisor type controls integrated into the same application that
performs agent functions. Supervisory functions enable a supervisor to monitor and control agent state,
monitor some call center statistics, monitor agents silently, barge in on agents, intercept calls, and
initiate agent call recording. However, supervisors using toolkit desktops can perform these functions
only for agents using toolkit desktops.
performs agent functions. Supervisory functions enable a supervisor to monitor and control agent state,
monitor some call center statistics, monitor agents silently, barge in on agents, intercept calls, and
initiate agent call recording. However, supervisors using toolkit desktops can perform these functions
only for agents using toolkit desktops.
For more information about desktop selection and design considerations, see