Cisco Cisco Computer Telephony Integration Option 9.0

This chapter provides a description of the Cisco Agent Desktop (CAD) product offering.

Cisco Agent Desktop is a client-server application providing out-of-the-box CTI functionality for 
Unified CCE. Cisco Agent Desktop Server processes may be installed on a Peripheral Gateway 
co-resident with CTI OS or may reside on a dedicated hardware platform. Also included is Cisco Agent 
Desktop, a desktop-installed, thick client to Agent Desktop Server. Cisco Agent Desktop provides 
out-of-the box functionality at the desktop, including:

Softphone toolbar, providing full third-party call control and agent state control

Customer-defined workflow automation via task buttons

Screen pops generated by telephony events that execute using keystroke macros

Agent-to-agent text chat

Agent-to-supervisor text chat

The key advantage of Agent Desktop is its ability to be deployed rapidly, realizing the benefits of CTI 
more quickly and with fewer requirements for professional services or customization. The trade-off for 
rapid deployment is less flexibility in the CTI application.

The Cisco Agent Desktop solution is ideal for customers who:

Utilize a Windows desktop that is not browser based

Want to spend minimal effort and time on CTI services deployment

Want to avoid exposure to the uncertainties of custom CTI development

Desire the ability to configure, but not customize, the softphone

Require screen pop or other desktop workflow automation

For more information, refer to the Cisco Agent Desktop documentation at