Cisco Cisco Unified Contact Center Enterprise 10.0(1) Guide De Conception
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 4 Unified Contact Center Enterprise Desktop
Desktop Solutions
Cisco Desktop Administrator
Cisco Desktop Administrator enables an administrator to configure the CAD services, Cisco Supervisor
Desktop, and CAD agent applications. Individual workflow groups containing agents and supervisors
can be configured separately to provide specific functionality to particular groups of agents.
Desktop, and CAD agent applications. Individual workflow groups containing agents and supervisors
can be configured separately to provide specific functionality to particular groups of agents.
Using Cisco Desktop Administrator, an administrator can configure the following items:
•
Enterprise data fields and layouts
•
Desktop and server monitoring
•
Dial strings
•
Phone books available to agents
•
Reason codes and wrap-up data
•
Toolbar buttons for CAD and CAD-BE agents
•
Appearance and behavior of the CAD and CAD-BE integrated browser
•
Workflow groups
•
Workflows for each agent type
•
Number of browser tabs and default pages for each tab for CAD and CAD-BE agents that have
integrated browser support
integrated browser support
For more information on Cisco Desktop Administrator, refer to the Cisco Desktop Administrator User
Guide, available at
Guide, available at
Cisco Desktop Monitoring Console
The Cisco Desktop Monitoring Console is a Java application that monitors the status of the CAD
services. It provides a convenient interface for an administrator to use to get real-time information about
the CAD system.
services. It provides a convenient interface for an administrator to use to get real-time information about
the CAD system.
CTI Desktop Toolkit Solution
The CTI Desktop Toolkit provides a Software Development Kit (SDK) for custom development of
desktop applications. The CTI Desktop Toolkit supports C++, Java, and .NET development Client
Interface Libraries (CILs) and provides sample applications for customization.
desktop applications. The CTI Desktop Toolkit supports C++, Java, and .NET development Client
Interface Libraries (CILs) and provides sample applications for customization.
Additionally, the CTI Desktop Toolkit ships complete with pre-built, ready-to-run agent desktop,
supervisor desktop, and call center monitoring applications. These applications can be used as-is or can
be customized further to meet the particular needs of a call center.
supervisor desktop, and call center monitoring applications. These applications can be used as-is or can
be customized further to meet the particular needs of a call center.
The CTI Desktop Toolkit also offers advanced tools for integrating desktop applications with a database,
Customer Relation Management (CRM) applications, or other contact center applications.
Customer Relation Management (CRM) applications, or other contact center applications.
The CTI Toolkit Desktop solution offers a rich set of features for the contact center environment,
including:
including:
•
Collaboration — A supervisor can text-chat directly with agents, and agents can text-chat with
supervisors or other team members (if enabled). Interactive collaboration enables the contact center
to communicate better, increase productivity, improve customer responsiveness, and coach or train
agents.
supervisors or other team members (if enabled). Interactive collaboration enables the contact center
to communicate better, increase productivity, improve customer responsiveness, and coach or train
agents.