Cisco Cisco IPCC Web Option Leaflet

For more information on CAD agent applications, refer to the appropriate user guide, available at 

Cisco Agent Desktop is a Microsoft Windows application that runs on an agent's PC and works with 
either a hardware IP phone or the Cisco IP Communicator software phone. Cisco Agent Desktop 
interfaces with the CTI OS service for call control and agent state change events. For all other features, 
it communicates directly with the CAD services. Cisco Agent Desktop includes support for desktop 
monitoring, which captures the voice stream on the agent's IP phone to support the silent monitoring and 
call recording features. 

 shows the types of supported CAD agents.

Agent A in 

 shows a CAD agent that uses a hardware IP phone. The IP phone is shown directly 

connected to the agent's PC via a network cable, which is the configuration required for desktop 
monitoring. The VPN label designates that CAD supports a VPN connection between the agent's PC and 
the call center network.

Agent B shows a CAD agent that uses the Cisco IP Communicator softphone. This configuration also 
supports a VPN connection to the call center network. It is the most common configuration for remote 
agents.

Agent state workflow automation

Yes

N/A

N/A

Desktop monitoring

Yes

N/A

N/A

1. Call control actions are performed by using the IP phone's call control softkeys.

Cisco voice

gateway

190158

Agent C
-Cisco Agent
 Desktop

Cisco Catalyst

Agent B

-Cisco Agent
 Desktop
-Cisco IP
 Communicator

Agent A

-Cisco Agent
 Desktop

Mobile Agent

phone

PSTN

VPN

VPN

VPN