Cisco Cisco IPCC Web Option Leaflet

Cisco Desktop Administrator enables an administrator to configure the CAD services, Cisco Supervisor 
Desktop, and CAD agent applications. Individual workflow groups containing agents and supervisors 
can be configured separately to provide specific functionality to particular groups of agents.

Using Cisco Desktop Administrator, an administrator can configure the following items:

Enterprise data fields and layouts

Desktop and server monitoring

Dial strings

Phone books available to agents

Reason codes and wrap-up data

Toolbar buttons for CAD and CAD-BE agents

Appearance and behavior of the CAD and CAD-BE integrated browser

Workflow groups

Workflows for each agent type

Number of browser tabs and default pages for each tab for CAD and CAD-BE agents that have 
integrated browser support

For more information on Cisco Desktop Administrator, refer to the Cisco Desktop Administrator User 
Guide, available at 

The Cisco Desktop Monitoring Console is a Java application that monitors the status of the CAD 
services. It provides a convenient interface for an administrator to use to get real-time information about 
the CAD system.

The CTI Desktop Toolkit provides a Software Development Kit (SDK) for custom development of 
desktop applications. The CTI Desktop Toolkit supports C++, Java, and .NET development Client 
Interface Libraries (CILs) and provides sample applications for customization.

Additionally, the CTI Desktop Toolkit ships complete with pre-built, ready-to-run agent desktop, 
supervisor desktop, and call center monitoring applications. These applications can be used as-is or can 
be customized further to meet the particular needs of a call center.

The CTI Desktop Toolkit also offers advanced tools for integrating desktop applications with a database, 
Customer Relation Management (CRM) applications, or other contact center applications.

The CTI Toolkit Desktop solution offers a rich set of features for the contact center environment, 
including:

Collaboration — A supervisor can text-chat directly with agents, and agents can text-chat with 
supervisors or other team members (if enabled). Interactive collaboration enables the contact center 
to communicate better, increase productivity, improve customer responsiveness, and coach or train 
agents.