Cisco Cisco Agent Desktop 8.0 Guide De Montage

Agent Desktop screen pops caller information to the agent’s desktop along with 
the call. It can populate any sort of third-party application based on the calling 
number, called number, or other telephone identifier. It includes a soft phone that 
allows agents to control calls from the PC. The soft phone toolbar automates 
common telephony functions. The toolbar includes a task bar which can launch 
applications based on telephony and/or data events.

Media Termination enables Agent Desktop to function as an IP phone, so no 
actual phone is needed at an agent’s workstation.

For Media Termination to function, a sound card in the agent’s PC is required.

See the Cisco Agent Desktop User Guide for more information.

Supervisor Desktop allows contact center supervisors to manage agent teams in 
real time. They can observe, coach, and communicate with agents in writing, view 
agent status details, as well as view conference information. Without the caller’s 
knowledge, supervisors can initiate chat sessions with agents to help them 
handle calls. They can also silently monitor and record agent calls and, if 
necessary, conference in or take over those calls using the barge-in and intercept 
features. Through the supervisor log viewer, supervisors can play back, save, and 
unsave recorded agent calls.

See the Cisco Supervisor Desktop User Guide for more information.

Call/Chat enables agents to communicate in writing among themselves during 
conference calls or with their supervisors at any time to allow them to more 
efficiently handle a call. It also provides a marquee message function that allows 
supervisors to send important messages to some or all agents on their teams.

Enterprise Data is a server-based data management system. Used in conjunction 
with Agent Desktop, calls display the additional enterprise data associated with 
them. Enterprise Data also displays call activity information for the active call.