Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

See call activity data.

The record of calls made and received by a desktop while running Agent Desktop.

The automatic sending of calls to the desired destination, such as an extension or 
a queue.

Touchtone data entered by the caller in response to prompting.

A Cisco software-based voice-over IP telephone switch.

A feature of Agent Desktop and Supervisor Desktop that enables agents and 
supervisors to communicate via an instant messaging window.

A service that acts as a message broker between the Chat clients and Supervisor 
Desktop. It is in constant communication with all agents and supervisor desktops. 

A written exchange between agents or between agent and supervisor using the 
Chat application.

Cisco Unified Mobile Agent provides the capability to use remote agents when 
staffing contact centers. It provides an encrypted, secure, IT-managed connection 
over broadband to the home. The agents have complete access to all the contact 
center applications. 

The connection of a computer with a telephone switch that allows the computer to 
issue commands and receive event information for calls and agents. 

The computer file that stores the settings for an application.

An expansion of a call center, so that it can make and receive not only phone calls, 
but email, faxes, web chat messages, and so on.

Common Object Request Broker Architecture. An architecture and specification 
for creating, distributing, and managing distributed program objects in a network.