Cisco Cisco Agent Desktop 8.0 データシート

 

 

Data Sheet 

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Cisco Agent Desktop is a Microsoft Windows-based client application that provides agents with a full-featured user 

interface for managing their calls and work state directly from their desktops using supported Cisco Unified IP Phones 

or the Cisco IP Communicator softphone. Flexible in presentation, the Cisco Agent Desktop can be easily configured 

to meet the varied and specific needs of the customer contact center. 

Essential customer information is presented to the agent through an enterprise data window and integrated screen 

pops. Screen pop to a third-party application can be achieved using the Cisco Agent Desktop powerful CTI work-flow 

engine that initiates a variety of integration actions with call metadata to other Windows and web-based applications 

with minimal software development (Figure 1). 

Figure 1.    Cisco Agent Desktop with Integrated Multitabbed Browser (Premium) 

 

Cisco Agent Desktop features include: 

● 

Call control: Agents can perform third-party call control including answer, hold, conference, and transfer calls 

using dashboard toolbar buttons. 

● 

Agent automatic-call-distributor (ACD) state control: Agents can log in, control their ready state, and provide 

reason codes for these state changes. 

● 

Screen pop options include displaying caller data and caller-entered information.