Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Cisco CAD Installation Guide
18
March 31, 2014
CAD 8.5 Components
CAD 8.5 is a suite of applications and services consisting of the following elements.
Desktop Applications
Desktop Administrator
Desktop Administrator provides centralized administration tools to configure the
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).
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.
Agent Desktop
Agent Desktop is an application that provides agents with call control capabilities,
such as call answer, hold, conference, and transfer, as well as ACD state control
(ready/not ready, wrap-up, etc.). Agent Desktop helps agents manage their customer
contacts by presenting customer information to the agents through an enterprise data
window, which includes enterprise data, call activity information, and reports. Agent
Desktop provides a chat client for chatting with other agents and supervisors and an
integrated browser window so agents can view intranet, internet, and web application
pages as needed. Agents can use a hard IP phone or the IP Communicator soft phone
with Agent Desktop.
such as call answer, hold, conference, and transfer, as well as ACD state control
(ready/not ready, wrap-up, etc.). Agent Desktop helps agents manage their customer
contacts by presenting customer information to the agents through an enterprise data
window, which includes enterprise data, call activity information, and reports. Agent
Desktop provides a chat client for chatting with other agents and supervisors and an
integrated browser window so agents can view intranet, internet, and web application
pages as needed. Agents can use a hard IP phone or the IP Communicator soft phone
with Agent Desktop.
Agent Desktop controls the telephony activities on the agent's Cisco Unified
Communications Manager (Unified CM) phone line. Agent Desktop cannot coexist with
other applications that attempt to share or control the agent's Unified CM phone line,
such as Attendant Console and Unified Personal Communicator.
Communications Manager (Unified CM) phone line. Agent Desktop cannot coexist with
other applications that attempt to share or control the agent's Unified CM phone line,
such as Attendant Console and Unified Personal Communicator.
See the Cisco Agent Desktop User Guide for more information.
CAD-BE
CAD-BE is a Java applet version of Agent Desktop that runs in Internet Explorer and
Mozilla Firefox web browsers.
Mozilla Firefox web browsers.
CAD-BE is an application that provides agents with call control capabilities, such as
call answer, hold, conference, and transfer, as well as ACD state control (ready/not
ready, wrap-up, etc.). CAD-BE helps agents manage their customer contacts by
presenting customer information to the agents through an enterprise data window,
which includes enterprise data, call activity information, and reports. CAD-BE also
provides an integrated browser window so agents can view intranet, internet, and web
application pages as needed.
call answer, hold, conference, and transfer, as well as ACD state control (ready/not
ready, wrap-up, etc.). CAD-BE helps agents manage their customer contacts by
presenting customer information to the agents through an enterprise data window,
which includes enterprise data, call activity information, and reports. 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.