Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

The majority of the agent, supervisor, team, and skill information is kept in Directory 
Services. Most of this information is imported from the ICM logger and kept 
synchronized by the Sync (Synchronization) service.

The Enterprise service tracks calls in the system. It is used to attach IVR-collected 
data to a call in order to make it available at the agent desktop. It also provides 
real-time call history.

The IP Phone Agent (IPPA) service enables IP phone agents to log in and out of ICM, 
change agent states, and enter wrap-up data and reason codes without having the 
Agent Desktop software.

This service works in conjunction with the Services feature of CallManager and model 
7940, 7960, and 7970 Cisco IP phones.

The LDAP Monitor service starts Directory Services and then monitors it to ensure 
that it keeps running.

The License & Resource Manager (LRM) service distributes licenses to clients and 
oversees the health of the CAD services. In the event of a service failure, it initiates 
the failover process.

The Recording & Playback service extends the capabilities of the VoIP Monitor 
service by allowing supervisors and agents to record and play back calls. 

The Recording & Statistics service maintains a 7-day history of agent and team 
statistics, such as average time an agent is in a particular agent state, last login time, 
number of calls an agent has received. It also stores real-time data, which is reset 
each day at midnight.

The Sync service connects to the ICM logger SQL database via an ODBC 
connection and retrieves agent, supervisor, team, and skill information. It then 
compares the information with the information in Directory Services and adds, 
updates, or deletes entries as needed to stay consistent with the ICM configuration.

NOTE:  The Sync service must connect to the ICM Logger SQL 
database via a TCP/IP connection. To configure this, run the SQL