Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

CAD 7.0 is a suite of applications and services consisting of the following elements.

Desktop Administrator provides centralized administration tools to configure the 
Cisco Desktop components. It supports multiple administrators, each able to 
configure the same data (although not at the same time; only one person can work in 
one node at any one time). 

Desktop Administrator includes:

Enterprise Data Configuration is used to:

■

Define the fields for displaying the data collected by ICM or VRU (voice 
response unit) and stored in the Enterprise service.

■

Assign MAC addresses to be monitored by specific Voice-Over IP Monitor 
servers within the contact center, by desktop monitoring, or by a default VoIP 
Monitor server.

Desktop Configuration defines the look and feel of the agent’s desktop and work 
flows. With it you control the configuration of:

■

Dial Strings: format how dial strings are displayed

■

Phone Book: create and enable global phone books

■

Reason Codes: create and enable reason codes

■

Work Flow Groups: configure work flows and wrap-up data

IPCC Configuration enables you to use the IPCC component administrative 
applications, such as the Cisco CallManager Administration web-based application. 
You can also add a hyperlink to any web-based tool or application you wish.

Personnel Configuration enables you to view the attributes for the contact center’s 
resources as defined in ICM. You can view the attributes for agents, supervisors, and 
teams.

See the Cisco Desktop Administrator User Guide for more information.

Cisco Agent Desktop is a three-pane application that helps agents manage their 
customer contacts. These panes are: