Cisco Cisco IP Contact Center Release 4.6.2 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
Agent Desktop Applications Offered Through Cisco Partners
•
Partner Agent Desktops — Custom agent desktop applications are available through Cisco
Technology Partners. These applications are based on the CTI Desktop Toolkit and are not discussed
individually in this document.
Technology Partners. These applications are based on the CTI Desktop Toolkit and are not discussed
individually in this document.
•
Prepackaged CRM integrations — CRM integrations are available through Cisco Unified CRM
Technology Partners. They are based on the CTI Desktop Toolkit and are not discussed individually
in this document.
Technology Partners. They are based on the CTI Desktop Toolkit and are not discussed individually
in this document.
Agent Mobility
Within the Unified CCE deployment, the agent desktop application is not statically associated with any
specific agent or IP phone extension. Agents and phone extensions (device targets) are configured within
the Unified CCE configuration and associated with a specific Unified CM cluster.
specific agent or IP phone extension. Agents and phone extensions (device targets) are configured within
the Unified CCE configuration and associated with a specific Unified CM cluster.
When logging in from an agent desktop application, the agent is presented with a dialog box that prompts
for agent ID or login name, password, and the phone extension to be used for this session. At this time
the agent ID, phone extension, and agent desktop IP address are dynamically associated. The association
is released when the agent logs out.
for agent ID or login name, password, and the phone extension to be used for this session. At this time
the agent ID, phone extension, and agent desktop IP address are dynamically associated. The association
is released when the agent logs out.
This mechanism enables an agent to work (or hot-desk) at any workstation. It also enables agents to take
their laptops to any Cisco Unified IP Phone and log in from that device (assuming the phone has been
configured in the Unified ICM and in Unified CM to be used in the Unified CCE deployment). Agents
can also log in to other phones using the Cisco Extension Mobility feature. For more information on
Extension Mobility, refer to the Extension Mobility section of the Cisco Unified Communications
Manager Features and Services Guide, available at
their laptops to any Cisco Unified IP Phone and log in from that device (assuming the phone has been
configured in the Unified ICM and in Unified CM to be used in the Unified CCE deployment). Agents
can also log in to other phones using the Cisco Extension Mobility feature. For more information on
Extension Mobility, refer to the Extension Mobility section of the Cisco Unified Communications
Manager Features and Services Guide, available at
Supervisor Desktops
In addition to the agent desktop application, a supervisor desktop application is also available. The
contact center supervisor uses this application to monitor agent state for members within their team. The
supervisor desktop also enables Silent Monitoring of agents during active calls.
contact center supervisor uses this application to monitor agent state for members within their team. The
supervisor desktop also enables Silent Monitoring of agents during active calls.
The available types of Unified CCE supervisor desktop applications are listed below.
Supervisor Desktop Applications Offered by Cisco
•
Cisco Supervisor Desktop (CSD) — A packaged supervisor desktop solution.
•
CTI Desktop Toolkit — A development toolkit that provides a supervisor desktop application and
supports customization and integration with other applications, customer databases, and Customer
Relationship Management (CRM) applications.
supports customization and integration with other applications, customer databases, and Customer
Relationship Management (CRM) applications.
Supervisor Desktop Applications Offered Through Cisco Partners
•
Prepackaged CRM integrations — CRM integrations are available through Cisco Unified CRM
Technology Partners. They are based on the CTI Desktop Toolkit and are not discussed individually
in this document.
Technology Partners. They are based on the CTI Desktop Toolkit and are not discussed individually
in this document.