Cisco Cisco Agent Desktop 8.0 Guide De Montage

The Cisco Desktop Product Suite includes the following elements:

Desktop Administrator provides centralized administration tools to configure the 
Cisco Desktop components. It supports multiple administrators, each able to 
configure the same data. 

Desktop Administrator includes the following components:

Enterprise Data Configuration is used to 

perform the following functions:

■

Define the fields for displaying the data collected by ICM or VRU (voice 
response unit) and stored on the Enterprise server.

■

Assign MAC addresses to be monitored by specific Voice-Over IP Monitor 
servers within the contact center, by desktop monitoring, or by a default 
VoIP Monitor server.

Desktop Configuration defines the look and feel of the 

agent’s desktop and work flows. With it you control the configuration of:

■

Dial Strings: format how dial strings are displayed

■

Phone Book: create and enable global phone books

■

Reason Codes: create and enable reason codes

■

Work Flow Groups: configure work flows and wrapup data

IPCC Configuration enables you to use the IPCC 

component administrative applications. From this tool you can:

■

Launch your web browser to access the Cisco CallManager 
Administration website

■

Launch your web browser to access the Cisco Customer Response 
Application (CRA) or Cisco Customer Response Solution (CRS) 
Administration website 

Personnel Configuration enables you to view the 

attributes for the contact center’s resources as defined in ICM. You can view the 
attributes for agents, supervisors, and teams.

See the Cisco Desktop Administrator User Guide for more information.