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
Deployment Considerations
3.
The Administrator places SMEs in logical groups called contact lists and then assigns them to
specific work flow groups. In this way, administrators can segment contact lists and ensure that only
those agents assigned to a specific work flow group have visibility to the appropriate contact list.
This configuration is saved in the CAD LDAP directory so that each agent/supervisor does not have
to access the Cisco Unified Presence LDAP server, which might have limitations on the number of
connections and other parameters. Administrators can also control whether SMEs can see the agent's
presence state.
specific work flow groups. In this way, administrators can segment contact lists and ensure that only
those agents assigned to a specific work flow group have visibility to the appropriate contact list.
This configuration is saved in the CAD LDAP directory so that each agent/supervisor does not have
to access the Cisco Unified Presence LDAP server, which might have limitations on the number of
connections and other parameters. Administrators can also control whether SMEs can see the agent's
presence state.
4.
CAD retrieves the contact list associated with the agent's workflow group.
5.
CAD retrieves various configuration profiles via the SOAP interface (for example, Cisco Unified
Presence server information).
Presence server information).
6.
CAD sends a SIP REGISTER message to register with Cisco Unified Presence, followed by
individual SIP SUBSCRIBE messages for each user in its contact list. CAD also sends a SIP
SUBSCRIBE message for "user-contacts" for contacts configured on Cisco Unified Presence. A SIP
NOTIFY message is received whenever a contact in the contact list changes state. CAD does not
allow agents to change their presence states; it only sends a single SIP PUBLISH message to Cisco
Unified Presence when the agent logs in.
individual SIP SUBSCRIBE messages for each user in its contact list. CAD also sends a SIP
SUBSCRIBE message for "user-contacts" for contacts configured on Cisco Unified Presence. A SIP
NOTIFY message is received whenever a contact in the contact list changes state. CAD does not
allow agents to change their presence states; it only sends a single SIP PUBLISH message to Cisco
Unified Presence when the agent logs in.
Call control is done via the existing CAD main window call controls using CTI.
All SIP traffic and presence information sent between CAD and Cisco Unified Presence is not encrypted
and is done via TCP or UDP.
and is done via TCP or UDP.
Cisco Unified Presence 7.x can evenly assign the users registered with it across all nodes within the
Cisco Unified Presence cluster. If a user attempts to connect to a node that is not assigned to him, CAD
will connect to the SOAP and Cisco Unified Presence servers specified in redirect messages from the
publisher.
Cisco Unified Presence cluster. If a user attempts to connect to a node that is not assigned to him, CAD
will connect to the SOAP and Cisco Unified Presence servers specified in redirect messages from the
publisher.
Design Considerations
All communication between CAD agents and SMEs is via the Cisco Unified Presence server and is not
routed through any CAD servers. For deployment guidelines, refer to the information on Cisco Unified
Presence in the Cisco Unified Communications SRND, available at
routed through any CAD servers. For deployment guidelines, refer to the information on Cisco Unified
Presence in the Cisco Unified Communications SRND, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guides
_list.html
_list.html
NAT and Firewalls
This section discusses deploying Cisco Agent Desktop (CAD) and CTI Toolkit Desktop in an
environment where two or more disjointed networks are interconnected using Network Address
Translation (NAT).
environment where two or more disjointed networks are interconnected using Network Address
Translation (NAT).
For more information regarding NAT and firewalls, see the chapter on
.
Cisco Agent Desktop and NAT
When the CAD desktop is deployed in a network environment where two or more disjointed networks
are interconnected using NAT, the CAD Base Services must all be located on the same network. Network
Address Translation (NAT) and Port Address Translation (PAT) are not supported between CAD Base
Services servers The CAD, CAD-BE, and Cisco Supervisor Desktop (CSD) applications support NAT
and PAT but only over a VPN connection. Cisco Desktop Administrator (CDA) and Services
Management Console (SMC) do not support NAT or PAT and must be installed on the same network as
the CAD Base Services.
are interconnected using NAT, the CAD Base Services must all be located on the same network. Network
Address Translation (NAT) and Port Address Translation (PAT) are not supported between CAD Base
Services servers The CAD, CAD-BE, and Cisco Supervisor Desktop (CSD) applications support NAT
and PAT but only over a VPN connection. Cisco Desktop Administrator (CDA) and Services
Management Console (SMC) do not support NAT or PAT and must be installed on the same network as
the CAD Base Services.