Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

The LDAP Monitor service starts Directory Services and then monitors it to ensure 
that it keeps running.

The License & Resource Manager (LRM) service distributes licenses to clients and 
oversees the health of the CAD services. In the event of a service failure, it initiates 
the failover process.

The Recording & Playback service extends the capabilities of the VoIP Monitor 
service by allowing supervisors and agents to record and play back calls. 

The Recording & Statistics service maintains a 7-day history of agent and team 
statistics, such as average time an agent is in a particular agent state, last login time, 
number of calls an agent has received. It also stores real-time data, which is reset 
each day at midnight.

The Sync service connects to the ICM Administration Workstation SQL database via 
an ODBC connection and retrieves agent, supervisor, team, and skill information. It 
then compares the information with the information in Directory Services and adds, 
updates, or deletes entries as needed to stay consistent with the ICM configuration.

The Voice-Over IP (VoIP) Monitor service enables supervisors to silently monitor 
agents. The service accomplishes this by “sniffing” network traffic for voice packets.

Multiple VoIP Monitor services can be installed in one logical contact center to 
ensure there is enough capacity to handle the number of agents.