Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Cisco CAD Installation Guide
24
August 8, 2012
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.
data to a call in order to make it available at the agent desktop. It also provides
real-time call history.
CAD Services LDAP Monitor Service
The CAD Services LDAP Monitor Service starts Directory Services and then monitors it
to ensure that it keeps running.
to ensure that it keeps running.
Licensing and Resource Manager Service
The License and 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.
oversees the health of the CAD services. In the event of a service failure, it initiates
the failover process.
Recording & Playback Service
The Recording & Playback Service extends the capabilities of the VoIP Monitor Service
by allowing supervisors and agents to record and play back calls.
by allowing supervisors and agents to record and play back calls.
Recording and Statistics Service
The Recording and 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.
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.
Sync Service
The Sync Service connects to the ICM Administration Workstation 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 Unified ICM
configuration.
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 Unified ICM
configuration.
Voice over IP Monitor Service
NOTE: The VoIP Monitor Service is not used with Unified
Communications Manager-based monitoring.
Communications Manager-based monitoring.
The Voice over IP (VoIP) Monitor Service enables supervisors to silently monitor
agents. The service accomplishes this by “sniffing” network traffic for voice packets.
agents. The service accomplishes this by “sniffing” network traffic for voice packets.
Multiple VoIP Monitor Services can be installed in one logical contact center to ensure
there is enough capacity to handle the number of agents.
there is enough capacity to handle the number of agents.