Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
CAD 7.6 Components
March 25, 2013
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IP Phone Agent
IP Phone Agent is a service that runs on the agent’s IP phone that enables agents to
manage their customer contacts without requiring the use of a computer. IP Phone
Agent includes enterprise data, agent states, wrap-up data, reason codes, and skill
statistics. See the Cisco IP Phone Agent User Guide for more information.
manage their customer contacts without requiring the use of a computer. IP Phone
Agent includes enterprise data, agent states, wrap-up data, reason codes, and skill
statistics. See the Cisco IP Phone Agent User Guide for more information.
Supervisor Desktop
Supervisor Desktop allows contact center supervisors to manage agent teams in real
time. They can observe, coach, and view agent status details, as well as view
conference information. Without the caller’s knowledge, supervisors can initiate chat
sessions with agents to help them handle calls, and push web pages to the agent to
assist the agent in serving the customer. They can also silently monitor and record
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.
time. They can observe, coach, and view agent status details, as well as view
conference information. Without the caller’s knowledge, supervisors can initiate chat
sessions with agents to help them handle calls, and push web pages to the agent to
assist the agent in serving the customer. They can also silently monitor and record
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 Java application 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
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:
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Cisco Browser and IP Phone Agent Service (BIPPA service)
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Cisco Chat Service (Chat service)
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Cisco Enterprise Service (Enterprise service)
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Directory Services
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Cisco LDAP Monitor Service (LDAP Monitor service)
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Cisco Licensing and Resource Manager Service (LRM service)
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Cisco Recording and Statistics Service (Recording and Statistics service)
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Cisco Sync Service (Sync service)
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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:
services or on different servers. These services are the following:
■
Cisco Recording & Playback Service (Recording & Playback service)
■
Cisco VoIP Monitor Service (VoIP Monitor service)