Cisco Cisco IP Contact Center Release 4.6.2 プリント
4-8
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Desktop Solutions
Figure 4-2
Cisco Agent Desktop System Configuration and Components
CAD Application Features
compares some of the more important features in CAD that can be used to help select the agent
application that would work best for a particular deployment.
Cisco voice
gateway
IP IVR
IP Phone
-IP Phone Agent
-IP Phone Agent
143806
Supervisor PC
-Cisco Supervisor
Desktop
-Cisco Agent
Desktop
-Cisco IP
Communicator
-Cisco Supervisor
Desktop
-Cisco Agent
Desktop
-Cisco IP
Communicator
Cisco Catalyst
-SPAN port for
Silent Monitor
(optional)
-SPAN port for
Silent Monitor
(optional)
ICM
Unified CM
M
Agent PC
-Cisco Agent
Desktop
-Cisco IP
Communicator
-Cisco Agent
Desktop
Browser
Edition
-Cisco Agent
Desktop
-Cisco IP
Communicator
-Cisco Agent
Desktop
Browser
Edition
IP
V
Agent PC
-Cisco Agent
Desktop
-Cisco Agent
Desktop
Browser
Edition
-Cisco Agent
Desktop
-Cisco Agent
Desktop
Browser
Edition
IP
Administrator PC
-Cisco Desktop
Administrator
-Service Management
Console
-Cisco Desktop
Administrator
-Service Management
Console
PG and CTI OS
-Cisco Desktop
Base Services
-Cisco Desktop
Base Services
PG and CTI OS
{optional for redundancy}
-Cisco Desktop Base Services
{optional for redundancy}
-Cisco Desktop Base Services
IP
Mobile Agent
phone
phone
PSTN
Table 4-3
Features Supported by CAD User Applications
Feature
CAD
CAD-BE
IPPA
Call Control
Yes
Yes
N/A
1
VPN/Remote Agent Support
Yes
Yes
Yes
Support for Cisco IP Communicator
Yes
Yes
N/A
Mobile agent support
Yes
Yes
N/A
Outbound Option
Yes
No
N/A
Integrated browser
Yes
Yes
N/A
Call Event Workflow automation
Yes
Yes
N/A
Citrix/Terminal Services support
Yes
N/A
N/A