Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Cisco CAD Installation Guide
18
August 8, 2012
A set of the base services plus the additional services is a logical contact center, or
LCC. For LCC capacities and other CAD system capacities see
LCC. For LCC capacities and other CAD system capacities see
The CAD base services and additional services are described alphabetically below.
BIPPA Service
The BIPPA service enables IP phone agents to log in and out of CTI server, change
agent states, and enter wrap-up data and reason codes without using a computer. It
also provides these functions to agents who use the browser-based CAD-BE.
agent states, and enter wrap-up data and reason codes without using a computer. It
also provides these functions to agents who use the browser-based CAD-BE.
This service works in conjunction with the services feature of Unified CM and IP
phones.
phones.
Chat Service
The Chat service acts as a message broker between the Chat clients and Supervisor
Desktop. It is in constant communication with all agent and supervisor desktops.
Desktop. It is in constant communication with all agent and supervisor desktops.
Agents’ desktops inform the Chat service of all call activity. The service, in turn, sends
this information to all appropriate supervisors. It also facilitates the sending of text
chat and team messages between agents (excluding CAD-BE and IP Phone agents)
and supervisors.
this information to all appropriate supervisors. It also facilitates the sending of text
chat and team messages between agents (excluding CAD-BE and IP Phone agents)
and supervisors.
Directory Services
The LDAP Monitor service and the LRM service register with Directory Services at
startup. All other services use the LRM service to determine how to connect to each
other.
startup. All other services use the LRM service to determine how to connect to each
other.
The majority of the agent, supervisor, team, and skill information is kept in Directory
Services. Most of this information is imported from the Cisco Unified Intelligent
Contact Management (Unified ICM) logger and kept synchronized by the Sync service.
It is also used to hold the configuration information administered via Desktop
Administrator.
Services. Most of this information is imported from the Cisco Unified Intelligent
Contact Management (Unified ICM) logger and kept synchronized by the Sync service.
It is also used to hold the configuration information administered via Desktop
Administrator.
Enterprise 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 Enterprise service interacts with the CTI server, which
typically runs on a peripheral gateway (PG).
data to a call in order to make it available at the agent desktop. It also provides
real-time call history. The Enterprise service interacts with the CTI server, which
typically runs on a peripheral gateway (PG).
LDAP Monitor Service
The LDAP Monitor service starts Directory Services and then monitors the services to
ensure that they keep running.
ensure that they keep running.