Cisco Cisco Agent Desktop 10.0 インストールガイド

Cisco CAD Installation Guide

18

October 16, 2015

customer calls and, if necessary, conference in or take over those calls using the 
barge-in and intercept features. Through the Supervisor Record Viewer, supervisors 
can play back and save recorded agent calls.

Desktop Monitoring Console

The Desktop Monitoring Console is a web servlet that allows you to monitor the status 
of the CAD services and the LDAP Directory Services. It is installed automatically when 
the CAD base services are installed. For more information, see 

.

Services

CAD base services are installed on a single server and include the following services:

■

Cisco Browser and IP Phone Agent (BIPPA) Service

■

Cisco Chat Service

■

Cisco Enterprise Service

■

Directory Services

■

Cisco LDAP Monitor Service

■

Cisco Licensing and Resource Manager (LRM) Service

■

Cisco Recording and Statistics Service

■

Cisco Sync Service

■

Tomcat Service

CAD includes two other services that can be installed on the same server as the base 
services or on different servers. These services are the following:

■

Cisco Recording & Playback Service

■

Cisco VoIP Monitor Service

A set of the base services plus the additional services is a logical contact center, or 
LCC. For LCC capacities and other CAD system capacities see 

The CAD base services and additional services are described alphabetically below.

BIPPA Service

The BIPPA service enables IP phone agents to log in and out of CTI server, change 
agent states, and enter wrap-up data and reason codes without using a computer.

This service works in conjunction with the services feature of Unified CM and IP 
phones.