Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
242
January 16, 2013
caller input
Touch tone data entered by the caller in response to prompting.
CallManager
A Cisco software-based voice over IP telephone switch.
Chat
A feature of Agent Desktop and Supervisor Desktop that enables agents and
supervisors to communicate via an instant messaging window.
supervisors to communicate via an instant messaging window.
Chat Service
See Cisco Chat Service.
chat session
A written exchange between agents or between agent and supervisor using the
Chat application.
Chat application.
Cisco Browser and IP Phone Agent (BIPPA) Service
The service that enables CAD-BE and IP phone agents to log in and out of
Unified ICM, change agent states, and enter wrap-up data and reason codes
without having the Agent Desktop software. This service works in conjunction with
the Services feature of Unified CM and Cisco IP phones.
Unified ICM, change agent states, and enter wrap-up data and reason codes
without having the Agent Desktop software. This service works in conjunction with
the Services feature of Unified CM and Cisco IP phones.
Cisco Chat Service
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.
Desktop. It is in constant communication with all agents and supervisor desktops.
Cisco Enterprise Service
A server program that tracks calls in the system. It is used to attach IVR-collected
data to a call in order to make real-time call activity data available at the agent
desktop.
data to a call in order to make real-time call activity data available at the agent
desktop.
Cisco LDAP Monitor Service
The service that starts Directory Services and then monitors it to ensure that it
keeps running.
keeps running.
Cisco Licensing and Resource Manager Service
The service that distributes licenses to clients and oversees the health of the CAD
services. In the event of a service failure, it initiates the failover process.
services. In the event of a service failure, it initiates the failover process.
Cisco Recording & Playback Service
The service that extends the capabilities of the Cisco VoIP Monitor Service by
allowing supervisors and agents to record and play back calls.
allowing supervisors and agents to record and play back calls.