Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Desktop Solutions
Agent C shows CAD being used with the new Mobile Agent feature. Mobile agents are agents whose
phones are not directly controlled by Unified CM. The agent may use their home phone or cell phone as
their agent device. In this case, the agent provides a CTI port to associate with their remote phone when
they log in. ACD calls for the logged-in agent are sent to the CTI port, which causes the call to appear
at the mobile agent's device. There is a logical relationship (shown as a dashed line) between the CAD
agent and the mobile phone. The VPN label indicates that CAD will support a VPN connection to the
call center network. CAD mobile agents cannot be silently monitored or recorded.
phones are not directly controlled by Unified CM. The agent may use their home phone or cell phone as
their agent device. In this case, the agent provides a CTI port to associate with their remote phone when
they log in. ACD calls for the logged-in agent are sent to the CTI port, which causes the call to appear
at the mobile agent's device. There is a logical relationship (shown as a dashed line) between the CAD
agent and the mobile phone. The VPN label indicates that CAD will support a VPN connection to the
call center network. CAD mobile agents cannot be silently monitored or recorded.
For more information on Cisco Agent Desktop, refer to the Cisco Agent Desktop User Guide, available at
Cisco Agent Desktop Browser Edition
Cisco Agent Desktop Browser Edition (CAD-BE) is a java applet that runs in Microsoft Internet
Explorer on the Agent's PC. CAD-BE is related to the IP Phone Agent in that it interfaces to the IP Phone
Agent Service for all of it's agent state and call control. However, whereas the IPPA service is limited in
features due to the size and graphical features of the IP phone's display, CAD-BE can use the abilities
and features of any java applet. This allows CAD-BE to have a small footprint on the agent's desktop
and yet offer may features that are also found in the CAD agent Windows application.
Explorer on the Agent's PC. CAD-BE is related to the IP Phone Agent in that it interfaces to the IP Phone
Agent Service for all of it's agent state and call control. However, whereas the IPPA service is limited in
features due to the size and graphical features of the IP phone's display, CAD-BE can use the abilities
and features of any java applet. This allows CAD-BE to have a small footprint on the agent's desktop
and yet offer may features that are also found in the CAD agent Windows application.
CAD-BE Limitations and Features
CAD-BE does not support all the features of CAD. Some of its limitations are related to the limitations
of the IPPA application. Some of the main features include:
of the IPPA application. Some of the main features include:
•
Support for both hardware and software IP phones
•
Support for mobile agents
Some of the limitations include:
•
Desktop monitoring is not supported. A VoIP Monitor service must be used for the silent monitoring
and recording feature.
and recording feature.
•
CAD-BE agents cannot be run from a Citrix/MTS environment.
•
Advanced reporting and workflows are not supported at this time.
•
Outbound Option is not supported with CAD-BE.
Cisco Unified IP Phone Agent
Cisco Unified IP Phone Agent (IPPA) runs as an IP phone XML service and does not require the agent
to have a PC. The IPPA application allows all the basic features required by a call center agent, as well
as some advanced features such as reason codes and call recording.
to have a PC. The IPPA application allows all the basic features required by a call center agent, as well
as some advanced features such as reason codes and call recording.
The IPPA application is a CAD-based agent interface and does not communicate with the CTI OS
service. Therefore, IP Phone Agent cannot be used as a backup agent interface for CTI OS-based agents.
With IP Phone Agent, agent state control (login, logout, ready, not ready) is done through the IP Phone
Agent XML application executing on the Cisco IP Phone. IP Phone Agent call control is done using the
normal call control functions on the IP Phone.
service. Therefore, IP Phone Agent cannot be used as a backup agent interface for CTI OS-based agents.
With IP Phone Agent, agent state control (login, logout, ready, not ready) is done through the IP Phone
Agent XML application executing on the Cisco IP Phone. IP Phone Agent call control is done using the
normal call control functions on the IP Phone.
A VoIP Monitor service must be used to silently monitor or record calls for IPPA agents.
illustrates the components used by IP Phone agents.