Cisco Cisco E-Mail Manager Unity Integration Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
References to Additional Desktop Information
Bandwidth and Quality of Service
For detailed information about CAD and CTI Toolkit Desktop bandwidth usage and QoS, see the chapter
on
on
.
Desktop Latency
Agent and Supervisor desktops can be located remotely from the agent PG. Technically, the delay
between the CTI OS server and CTI OS client, as well as between the CAD server and CAD/CSD
desktop, could be very high because of high time-out values. However, large latency will affect the user
experience and might become confusing or unacceptable from the user perspective. For this reason,
Cisco recommends limiting the latency between the server and agent desktop to 400 ms round-trip time
for CTI OS (preferably less than 200 ms round-trip time) and 200 ms round-trip time for CAD
(preferably less than 100 ms round-trip time). Longer latencies up to a second are technically supported
but will affect the agent experience negatively (for example, the phone will start ringing but the desktop
will not be updated until a second later).
between the CTI OS server and CTI OS client, as well as between the CAD server and CAD/CSD
desktop, could be very high because of high time-out values. However, large latency will affect the user
experience and might become confusing or unacceptable from the user perspective. For this reason,
Cisco recommends limiting the latency between the server and agent desktop to 400 ms round-trip time
for CTI OS (preferably less than 200 ms round-trip time) and 200 ms round-trip time for CAD
(preferably less than 100 ms round-trip time). Longer latencies up to a second are technically supported
but will affect the agent experience negatively (for example, the phone will start ringing but the desktop
will not be updated until a second later).
References to Additional Desktop Information
The following additional information related to Cisco Agent Desktop and Cisco Supervisor Desktop is
available at the listed URLs:
available at the listed URLs:
•
CTI Compatibility Matrix
Provides tables outlining Unified ICM Peripheral Gateway (PG) and Object Server (OS) support for
versions of Cisco Agent Desktop, CTI OS Server, CTI OS Client, Data Collaboration Server (DCS),
Siebel 6, and Siebel 7.
versions of Cisco Agent Desktop, CTI OS Server, CTI OS Client, Data Collaboration Server (DCS),
Siebel 6, and Siebel 7.
•
Voice-Over IP Monitoring Best Practices Deployment Guide for CAD
This document provides information about the abilities and requirements of Voice over IP (VoIP)
monitoring for Cisco Agent Desktop (CAD). This information is intended to help you deploy VoIP
monitoring effectively.
monitoring for Cisco Agent Desktop (CAD). This information is intended to help you deploy VoIP
monitoring effectively.
•
Integrating CAD Into a Citrix MetaFrame Presentation Server or Microsoft Terminal Services
Environment
Environment
This document helps guide a Citrix administrator through the installation of Cisco Agent Desktop
applications in a Citrix thin-client environment.
applications in a Citrix thin-client environment.
•
Cisco CAD Service Information
This document provides release-specific information such as product limitations, service connection
types and port numbers, configuration files, registry entries, event/error logs, error messages, and
troubleshooting.
types and port numbers, configuration files, registry entries, event/error logs, error messages, and
troubleshooting.