Cisco Cisco Agent Desktop 9.0 Installation Guide
Cisco CAD Installation Guide 7.1
12
November 2006
CAD 7.1 Components
CAD 7.1 is a suite of applications and services consisting of the following elements.
Desktop Applications
Cisco Desktop Administrator
Cisco Desktop Administrator provides centralized administration tools to configure
the Cisco desktop applications. It supports multiple administrators, each able to
configure the same data (although not at the same time; only one person can work in
one node at any one time to ensure data integrity).
the Cisco desktop applications. It supports multiple administrators, each able to
configure the same data (although not at the same time; only one person can work in
one node at any one time to ensure data integrity).
See the Cisco Desktop Administrator User Guide for more information.
Cisco Agent Desktop
Cisco Agent Desktop is an application that helps agents manage their customer
contacts. It includes enterprise data, call activity information, reports, a chat client for
chatting with other agents and supervisors, and an integrated browser window.
contacts. It includes enterprise data, call activity information, reports, a chat client for
chatting with other agents and supervisors, and an integrated browser window.
The agent can use a hard IP phone or the Cisco IP Communicator soft phone with
Agent Desktop.
Agent Desktop.
See the Cisco Agent Desktop User Guide for more information.
Cisco Agent Desktop—Browser Edition
Cisco Agent Desktop—Browser Edition (CAD-BE) is a Java applet version of Cisco
Agent Desktop that runs in the Internet Explorer or Firefox web browser.
Agent Desktop that runs in the Internet Explorer or Firefox web browser.
CAD-BE provides call control capabilities—such as call answer, hold, conference, and
transfer, and ACD state control—ready/not ready, wrap-up, etc. Customer information
is presented to the agent through an enterprise data window. CAD-BE also provides
an integrated browser window so agents can view intranet, internet, and web
application pages as needed.
transfer, and ACD state control—ready/not ready, wrap-up, etc. Customer information
is presented to the agent through an enterprise data window. CAD-BE also provides
an integrated browser window so agents can view intranet, internet, and web
application pages as needed.
See the Cisco Agent Desktop—Browser Edition User Guide for more information.
Cisco IP Phone Agent
Cisco IP Phone Agent is a service that runs on the agent’s Cisco IP phone that
enables agents to manage their customer contacts without the need of a computer. It
includes enterprise data, agent states, wrap-up data, reason codes, and skill
statistics.
enables agents to manage their customer contacts without the need of a computer. It
includes enterprise data, agent states, wrap-up data, reason codes, and skill
statistics.
See the Cisco IP Phone Agent User Guide for more information.