Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

CAD 7.1 is a suite of applications and services consisting of the following elements.

Cisco Desktop Administrator provides centralized administration tools to configure 
the Cisco desktop applications. It supports multiple administrators, each able to 
configure the same data (although not at the same time; only one person can work in 
one node at any one time to ensure data integrity). 

See the Cisco Desktop Administrator User Guide for more information.

Cisco Agent Desktop is an application that helps agents manage their customer 
contacts. It includes enterprise data, call activity information, reports, a chat client for 
chatting with other agents and supervisors, and an integrated browser window. 

The agent can use a hard IP phone or the Cisco IP Communicator soft phone with 
Agent Desktop.

See the Cisco Agent Desktop User Guide for more information.

Cisco Agent Desktop—Browser Edition (CAD-BE) is a Java applet version of Cisco 
Agent Desktop that runs in the Internet Explorer or Firefox web browser. 

CAD-BE provides call control capabilities—such as call answer, hold, conference, and 
transfer, and ACD state control—ready/not ready, wrap-up, etc. Customer information 
is presented to the agent through an enterprise data window. CAD-BE also provides 
an integrated browser window so agents can view intranet, internet, and web 
application pages as needed.

See the Cisco Agent Desktop—Browser Edition User Guide for more information.

Cisco IP Phone Agent is a service that runs on the agent’s Cisco IP phone that 
enables agents to manage their customer contacts without the need of a computer. It 
includes enterprise data, agent states, wrap-up data, reason codes, and skill 
statistics. 

See the Cisco IP Phone Agent User Guide for more information.