Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Cisco CAD Installation Guide
22
August 8, 2012
CAD 7.2 Components
CAD 7.2 is a suite of applications and services consisting of the following elements.
Desktop Applications
Cisco Desktop Administrator
Cisco Desktop Administrator provides centralized administration tools to configure the
Cisco desktop applications. 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 to ensure data integrity).
Cisco desktop applications. 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 to ensure data integrity).
See the Cisco Desktop Administrator User Guide for more information.
Cisco Agent Desktop
Cisco Agent Desktop is an application that helps agents manage their customer
contacts. It includes enterprise data, call activity information, reports, a chat client for
chatting with other agents and supervisors, and an integrated browser window.
contacts. It includes enterprise data, call activity information, reports, a chat client for
chatting with other agents and supervisors, and an integrated browser window.
The agent can use a hard IP phone or the Cisco IP Communicator soft phone with
Agent Desktop.
Agent Desktop.
Cisco Agent Desktop controls the telephony activities on the agent's CCM phone line.
CAD cannot coexist with other applications that attempt to share or control the agent's
CCM phone line, such as Cisco Attendant Console and Cisco Unified Personal
Communicator.
CAD cannot coexist with other applications that attempt to share or control the agent's
CCM phone line, such as Cisco Attendant Console and Cisco Unified Personal
Communicator.
See the Cisco Agent Desktop User Guide for more information.
Cisco Agent Desktop—Browser Edition
Cisco Agent Desktop—Browser Edition (CAD-BE) is a Java applet version of Cisco Agent
Desktop that runs in the Internet Explorer or Firefox web browser.
Desktop that runs in the Internet Explorer or Firefox web browser.
CAD-BE provides call control capabilities—such as call answer, hold, conference, and
transfer, and ACD state control—ready/not ready, wrap-up, etc. Customer information
is presented to the agent through an enterprise data window. CAD-BE also provides an
integrated browser window so agents can view intranet, internet, and web application
pages as needed.
transfer, and ACD state control—ready/not ready, wrap-up, etc. Customer information
is presented to the agent through an enterprise data window. CAD-BE also provides an
integrated browser window so agents can view intranet, internet, and web application
pages as needed.
See the Cisco Agent Desktop—Browser Edition User Guide for more information.