Cisco Cisco IPCC Web Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
Figure 1-6
Cisco Agent Desktop
Through integration with Cisco Unified Presence, contact center agents and supervisors using CAD can
see subject matter experts (SMEs) who use Cisco Unified Presence Communicator. They can initiate
chat sessions with SMEs for consultation on various customer questions or issues and, if needed, can
initiate a transfer or a conference to achieve first-caller resolution. The agent or supervisor also has the
capability to extend the call data received using Instant Messaging.
see subject matter experts (SMEs) who use Cisco Unified Presence Communicator. They can initiate
chat sessions with SMEs for consultation on various customer questions or issues and, if needed, can
initiate a transfer or a conference to achieve first-caller resolution. The agent or supervisor also has the
capability to extend the call data received using Instant Messaging.
CAD also comes in a browser-based edition as a thin client application, which allows more flexibility in
deployment and operation with the same rich set of capabilities highlighted above.
deployment and operation with the same rich set of capabilities highlighted above.
CAD also provides IP Phone Agent as an agent interface that does not require a desktop application. It
is implemented as an XML application that is rendered on the screen of the IP phone and controlled
through the softkeys and buttons on the phone. The XML application performs agent state control, while
call control is handled through the normal phone softkeys and buttons. Other enhanced features,
including silent monitoring, call recording, screen pop, and call center statistics, are also available
through this interface.
is implemented as an XML application that is rendered on the screen of the IP phone and controlled
through the softkeys and buttons on the phone. The XML application performs agent state control, while
call control is handled through the normal phone softkeys and buttons. Other enhanced features,
including silent monitoring, call recording, screen pop, and call center statistics, are also available
through this interface.
Agents using the Cisco Agent Desktop, the browser edition, or IP Phone Agent can be managed by a
supervisor using the Cisco Supervisor Desktop, which enables the supervisor to monitor and control
agent state, monitor some call center statistics, monitor agents silently, barge in on agents, intercept
calls, and initiate agent call recording.
supervisor using the Cisco Supervisor Desktop, which enables the supervisor to monitor and control
agent state, monitor some call center statistics, monitor agents silently, barge in on agents, intercept
calls, and initiate agent call recording.
Cisco Toolkit
Cisco Toolkit is a software development kit that provides the capability to build a customized agent
desktop, customize the shipped custom desktop samples, or integrate a toolbar into a third-party
application. Desktop applications built using CTI Toolkit interact with the CTI Object Server (CTI OS).
The APIs available in CTI toolkit include COM/C++, Java, and .NET. A Cisco toolkit desktop can
provide the same agent state controls and call controls as CAD. Cisco toolkit desktops require the agent
to use a Cisco Unified IP Phone or Cisco IP Communicator (software phone). Other phones can be used
as well using the Mobile Agent option (see
desktop, customize the shipped custom desktop samples, or integrate a toolbar into a third-party
application. Desktop applications built using CTI Toolkit interact with the CTI Object Server (CTI OS).
The APIs available in CTI toolkit include COM/C++, Java, and .NET. A Cisco toolkit desktop can
provide the same agent state controls and call controls as CAD. Cisco toolkit desktops require the agent
to use a Cisco Unified IP Phone or Cisco IP Communicator (software phone). Other phones can be used
as well using the Mobile Agent option (see
, for more details).