Cisco Cisco Agent Desktop 8.5 Guide De Montage
Cisco CAD Installation Guide 7.0
12
31-Mar-06
The majority of the agent, supervisor, team, and skill information is kept in Directory
Services. Most of this information is imported from the ICM logger and kept
synchronized by the Sync (Synchronization) service.
Services. Most of this information is imported from the ICM logger and kept
synchronized by the Sync (Synchronization) service.
Enterprise Service
The Enterprise service tracks calls in the system. It is used to attach IVR-collected
data to a call in order to make it available at the agent desktop. It also provides
real-time call history.
data to a call in order to make it available at the agent desktop. It also provides
real-time call history.
IP Phone Agent Service
The IP Phone Agent (IPPA) service enables IP phone agents to log in and out of ICM,
change agent states, and enter wrap-up data and reason codes without having the
Agent Desktop software.
change agent states, and enter wrap-up data and reason codes without having the
Agent Desktop software.
This service works in conjunction with the Services feature of CallManager and model
7940, 7960, and 7970 Cisco IP phones.
7940, 7960, and 7970 Cisco IP phones.
LDAP Monitor Service
The LDAP Monitor service starts Directory Services and then monitors it to ensure
that it keeps running.
that it keeps running.
Licensing & Resource Manager Service
The License & Resource Manager (LRM) service distributes licenses to clients and
oversees the health of the CAD services. In the event of a service failure, it initiates
the failover process.
oversees the health of the CAD services. In the event of a service failure, it initiates
the failover process.
Recording & Playback Service
The Recording & Playback service extends the capabilities of the VoIP Monitor
service by allowing supervisors and agents to record and play back calls.
service by allowing supervisors and agents to record and play back calls.
Recording & Statistics Service
The Recording & Statistics service maintains a 7-day history of agent and team
statistics, such as average time an agent is in a particular agent state, last login time,
number of calls an agent has received. It also stores real-time data, which is reset
each day at midnight.
statistics, such as average time an agent is in a particular agent state, last login time,
number of calls an agent has received. It also stores real-time data, which is reset
each day at midnight.
Sync Service
The Sync service connects to the ICM logger SQL database via an ODBC
connection and retrieves agent, supervisor, team, and skill information. It then
compares the information with the information in Directory Services and adds,
updates, or deletes entries as needed to stay consistent with the ICM configuration.
connection and retrieves agent, supervisor, team, and skill information. It then
compares the information with the information in Directory Services and adds,
updates, or deletes entries as needed to stay consistent with the ICM configuration.
NOTE: The Sync service must connect to the ICM Logger SQL
database via a TCP/IP connection. To configure this, run the SQL
database via a TCP/IP connection. To configure this, run the SQL