Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
For example, suppose that a customer calls a Cisco Unified Contact Center that has integrated Cisco
Unified Presence with CAD. The customer's call is routed to an available agent. If the agent requires
assistance in addressing the caller's needs, the agent can launch the contact selection window from the
Agent Desktop toolbar. The contact selection window will display the presence status of other agents,
supervisors, and subject matter experts who are assigned to the agent's work flow group. The agent can
then select a contact who is available and can initiate a chat session with the contact. If appropriate, the
agent can also use the contact selection window to conference a contact into the call, or even transfer the
customer's call to the contact.
Unified Presence with CAD. The customer's call is routed to an available agent. If the agent requires
assistance in addressing the caller's needs, the agent can launch the contact selection window from the
Agent Desktop toolbar. The contact selection window will display the presence status of other agents,
supervisors, and subject matter experts who are assigned to the agent's work flow group. The agent can
then select a contact who is available and can initiate a chat session with the contact. If appropriate, the
agent can also use the contact selection window to conference a contact into the call, or even transfer the
customer's call to the contact.
and the description that follows describe how various components of CAD and Cisco
Unified Presence interface with each other.
Figure 4-18
Interface Between CAD and Cisco Unified Presence
depicts the following sequence of events:
1.
Cisco Desktop Administrator retrieves an LDAP configuration profile through the SOAP Interface.
2.
Cisco Desktop Administrator binds to the LDAP server for SME searches and information (name,
telephone number, and so forth).
telephone number, and so forth).
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
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
Cisco Unified
Presence
Agent
Supervisor
Cisco Agent Desktop
LDAP
(CUP)
LDAP
SIP/SIMPLE
SOAP
1
3
4
5
6
CAD Services
Cisco Supervisor Desktop
Administrator
Cisco Desktop Administrator
Subject
Matter
Experts
Cisco Personal Communicator
2
LDAP
(CAD)
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