Cisco Cisco Agent Desktop 8.5 Guia De Configuração Rápida
Introduction
November 2013
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supports on-demand recording using the server capture method. Although the
software runs on a PC, the Java code runs in a browser and does not have
access to the system resources needed to support the desktop capture
method.
software runs on a PC, the Java code runs in a browser and does not have
access to the system resources needed to support the desktop capture
method.
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Cisco IP Phone Agent (IPPA). IPPA is a service application that runs on the
IP phone itself to enable contact center agents who do not have PCs to
function as CAD agents. It allows agents to take calls and set their agent
state, but does not support many of the more advanced features found in the
other agent applications. IPPA supports on-site agents and remote agents
(using a hardware VPN). It supports live monitoring using the server capture
and Unified CM capture methods, and supports on-demand recording using
the server capture method.
IP phone itself to enable contact center agents who do not have PCs to
function as CAD agents. It allows agents to take calls and set their agent
state, but does not support many of the more advanced features found in the
other agent applications. IPPA supports on-site agents and remote agents
(using a hardware VPN). It supports live monitoring using the server capture
and Unified CM capture methods, and supports on-demand recording using
the server capture method.
Quality Monitoring
Quality Monitoring is a high-capacity call recording and agent evaluation tool. There is
a single agent client application, Recording Solution Desktop Recording service, that
runs on the agent's PC. Based on configured criteria, agent calls are recorded on the
desktop or on a server and stored for later retrieval and review. Recording Solution
can be run in a thin-client (Citrix or Microsoft Terminal Services) environment. Agent
call recording is supported using the desktop capture, server capture, and network
recording methods. For live monitoring, only the Unified CM method is supported.
a single agent client application, Recording Solution Desktop Recording service, that
runs on the agent's PC. Based on configured criteria, agent calls are recorded on the
desktop or on a server and stored for later retrieval and review. Recording Solution
can be run in a thin-client (Citrix or Microsoft Terminal Services) environment. Agent
call recording is supported using the desktop capture, server capture, and network
recording methods. For live monitoring, only the Unified CM method is supported.
This information is summarized in
.