Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD VoIP Monitoring and Recording Guide
48
November 26, 2013
In the examples below, several fictional customer deployments will be examined as a
Cisco software deployment is planned.
Cisco software deployment is planned.
Example 1: ABC Company Deployment
Scenario: Small, simple deployment
ABC Company is a small company that has a contact center with 10 agents. These
agents are all on-site, have PCs at their workstations, and use Cisco IP phones. They
are currently deploying the Cisco Unified Contact Center Express software to help
manage their agents and handle call queuing.
agents are all on-site, have PCs at their workstations, and use Cisco IP phones. They
are currently deploying the Cisco Unified Contact Center Express software to help
manage their agents and handle call queuing.
The customer is purchasing CAD. CAD will be used to manage the agents and
automate common tasks. They will use the CAD live monitoring feature, but not the
on-demand recording feature. A recording solution is being used to record calls to
evaluate and train the agents.
automate common tasks. They will use the CAD live monitoring feature, but not the
on-demand recording feature. A recording solution is being used to record calls to
evaluate and train the agents.
We interview the customer to get information on how they will be using the software
for monitoring and recording and get the following answers.
for monitoring and recording and get the following answers.
Table 5.
ABC Company questionnaire
Question
Answer
How many agents do you have?
10
How many agents will be monitored?
10
How many agents will be recorded?
10
How many non-agents will be recorded?
0
What is the maximum number of agents that might be logged in
simultaneously?
simultaneously?
10
How many agents are local to the contact center site?
10
How many remote agents do you have?
0
How many mobile agents do you have?
0
How many agents have a desktop PC that will run the Cisco monitoring
and recording software?
and recording software?
10
How many agents have only an IP phone?
0
How many contact center sites are there?
1
Is agent-to-agent recording or monitoring required?
Yes
Do agents with desktops share a network connection with their IP
phone?
phone?
Yes
How many agents use soft IP phones on their desktop?
0