Cisco Cisco Agent Desktop 10.0 Mode D'Emploi
Logging In
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When you log in, you might see the error message, “A licensing error has occurred. Please see your
administrator.” This generally appears when all Agent Desktop software licenses are in use. For this
reason, it is important that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is being used.
administrator.” This generally appears when all Agent Desktop software licenses are in use. For this
reason, it is important that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is being used.
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If you log in as a mobile agent using Nailed Up Call mode, you have only one phone line, and your
phone line is busy, you are logged in and immediately logged out. If you have two phone lines with
voice mail on the non-busy line, mobile agent rolls over to the second line, logs you in, and then when
the voice mail hangs up, logs you out.
phone line is busy, you are logged in and immediately logged out. If you have two phone lines with
voice mail on the non-busy line, mobile agent rolls over to the second line, logs you in, and then when
the voice mail hangs up, logs you out.
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When you are logging in as a mobile agent, you cannot log out a login name/ID that is already in use. If
you see a dialog box asking if you want to log out the agent name/ID (force your login), answer No.
You must log in with a different login name/ID.
you see a dialog box asking if you want to log out the agent name/ID (force your login), answer No.
You must log in with a different login name/ID.
Access Through a VPN
Agent Desktop is able to connect to the CAD servers through a virtual private network (VPN). This allows
an agent to work remotely and still have the benefits of the full functionality of Agent Desktop.
an agent to work remotely and still have the benefits of the full functionality of Agent Desktop.
Using a VPN is recommended in order to provide a more secure connection.
When a desktop is using network address translation (NAT) due to a firewall or router, then VPN software
must be used on the desktop to ensure full bi-directional network connectivity between the contact center
servers and the desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, recording, and incoming chat message and team message failures.
must be used on the desktop to ensure full bi-directional network connectivity between the contact center
servers and the desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, recording, and incoming chat message and team message failures.
Cisco AnyConnect Secure Mobility Client is verified to work correctly with Agent Desktop.
VPN solutions from other vendors might result in feature loss. Because they have not been formally
verified, they are not supported.
verified, they are not supported.
Note: After installing Cisco AnyConnect Secure Mobility Client, you must restart your computer. If
you do not restart, monitoring and recording will not work properly.
you do not restart, monitoring and recording will not work properly.
VPN Tunneling
There are two types of VPN tunneling mechanism, full tunneling and split tunneling, both of which are
supported for connection between Agent Desktop and CAD services.
supported for connection between Agent Desktop and CAD services.
VPN Full Tunneling
VPN full tunneling virtually replaces the network connection with the local area network defined by the
VPN. If VPN full tunneling is used to connect to CAD servers, the VPN connection must be established
before starting Agent Desktop. If the VPN connection is lost during a session, you must close Agent
Desktop, reestablish the VPN connection, and then restart Agent Desktop.
VPN. If VPN full tunneling is used to connect to CAD servers, the VPN connection must be established
before starting Agent Desktop. If the VPN connection is lost during a session, you must close Agent
Desktop, reestablish the VPN connection, and then restart Agent Desktop.
VPN Split Tunneling
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