Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Logging in Using Agent Desktop
December 4, 2012
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that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is
being used.
than simply logging off. As long as Agent Desktop is running, one license is
being used.
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If you log in as a mobile agent using Nailed mode, you have only one phone
line, and your phone line is busy, you are logged in and immediately logged
out. If you have two phone lines with voice mail on the non-busy line, mobile
agent rolls over to the second line, logs you in, and then when the voice mail
hangs up, logs you out.
line, and your phone line is busy, you are logged in and immediately logged
out. If you have two phone lines with voice mail on the non-busy line, mobile
agent rolls over to the second line, logs you in, and then when the voice mail
hangs up, logs you out.
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When you are logging in as a mobile agent, you cannot log out a login
name/ID that is already in use. If you see a dialog box asking if you want to log
out the agent name/ID (force your login), answer No. You must log in with a
different login name/ID.
name/ID that is already in use. If you see a dialog box asking if you want to log
out the agent name/ID (force your login), answer No. You must log in with a
different login name/ID.
Access Through a VPN From Behind a NAT Firewall or
Router
Router
Agent Desktop is able to connect to the CAD servers through a virtual private network
(VPN). This allows a supervisor to work remotely and still have the benefit of the full
functionality of Agent Desktop.
(VPN). This allows a supervisor to work remotely and still have the benefit of the full
functionality of Agent Desktop.
When a desktop is using network address translation (NAT) due to a firewall or router,
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, incoming chat and team message failures, and
recording.
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, incoming chat and team message failures, and
recording.
NOTE: Using a VPN is recommended to provide a more secure
connection when using Agent Desktop outside the contact center.
connection when using Agent Desktop outside the contact center.
The VPN connection must be established before starting Agent Desktop. If the VPN
connection is lost during a session, you must restart Agent Desktop after the
connection is reestablished.
connection is lost during a session, you must restart Agent Desktop after the
connection is reestablished.
If Agent Desktop can log into all services except the Chat service, you must restart
Agent Desktop after the Chat service comes back online.
Agent Desktop after the Chat service comes back online.
It has been verified that Cisco VPN 3000 Concentrator and Cisco VPN Client work
properly with CAD 8.0, and are supported for access. VPN solutions from other
vendors might work correctly, but since they have not been formally verified, they are
not supported. If you want an alternative solution to be verified, please contact your
Cisco distributor.
properly with CAD 8.0, and are supported for access. VPN solutions from other
vendors might work correctly, but since they have not been formally verified, they are
not supported. If you want an alternative solution to be verified, please contact your
Cisco distributor.