Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
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CRM Connectors provide pre-built integrations into the major CRM applications such as SAP,
Siebel, Salesforce, Microsoft CRM, and Peoplesoft.
Siebel, Salesforce, Microsoft CRM, and Peoplesoft.
Figure 1-5
Variety of Agent Interfaces for Unified CCE
Cisco Agent Desktop
Cisco Agent Desktop (CAD) is an out-of-the-box desktop application that enables the agent to perform
agent state control (including login, logout, ready, not ready, and wrap up) and call control (including
answer, release, hold, retrieve, transfer, conference, make call). CAD requires use of a Cisco Unified IP
phone or Cisco IP Communicator (softphone). Other phones can be used as well using the Mobile Agent
option (see
agent state control (including login, logout, ready, not ready, and wrap up) and call control (including
answer, release, hold, retrieve, transfer, conference, make call). CAD requires use of a Cisco Unified IP
phone or Cisco IP Communicator (softphone). Other phones can be used as well using the Mobile Agent
option (see
, for more details). Other features, such as an
integrated chatting application, call recording, and workflow automation, may also be included. (See
.)
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