Cisco Cisco Agent Desktop 8.0 Fiche De Données
Data Sheet
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Figure 2. Desktop Contact Selection and Chat Windows
Cisco Collaboration and Cisco Unified Presence integration features include:
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Shared contact lists provide visibility to only those enterprise colleagues appropriate for agents to access.
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Agents can quickly and easily share caller data subject matter experts.
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Agents can also use this same dialog to conference an expert into the call, or even transfer a caller to the
contact.
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Cisco Unified Presence clients such as Cisco Unified Communicator are supported, as well as external users
who exist in a foreign domain, such as a Microsoft Office Communicator client that exists in an intercluster
peer or federated domain.
Cisco Agent Desktop-Browser Edition
The Cisco Agent Desktop-Browser Edition (Figure 3) executes as a thin client from within the Internet Explorer or
Firefox web browsers, making it easy to deploy and maintain. Although not as comprehensive as the full Windows
client, the capabilities of Cisco Agent Desktop-Browser Edition include core features, making it an ideal solution in
some contact center environments.
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Call control: Agents can perform third-party call control including answer, hold, conference, and transfer calls
using dashboard toolbar buttons.
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Agent ACD state control: Agents can log in, control their ready state, and provide reason codes for these state
changes.
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Wrap-up codes: At the conclusion of a call, the Cisco Agent Desktop can present the agent with the wrap-up
dialog to categorize the nature of the call.
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Contact appearance: The application displays data about the agent's current call.
Enhanced and Premium editions also include the following additional features: