Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
CAD, CAD-BE, and IP Phone Agent Nodes
January 16, 2013
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CAD, CAD-BE, and IP Phone Agent Nodes
The CAD Agent, CAD-BE Agent, and IP Phone Agent nodes enable you to configure
various functions for each type of agent within the selected work flow group.
various functions for each type of agent within the selected work flow group.
CAD Agent Node
You can configure the following elements for agents who use Agent Desktop.
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CAD-BE Agent Node
You can configure the following elements for agents who use CAD-BE.
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IP Phone Agent Node
The Recording node under the IP Phone Agent node enables agent-initiated recording
for agents who use the IP Phone Agent service.
for agents who use the IP Phone Agent service.
NOTE: If your CAD system is configured to use Cisco Unified
Communications Manager-based monitoring, the IP Phone Agent
node is not available.
Communications Manager-based monitoring, the IP Phone Agent
node is not available.
When enabled, the IP Phone Agent service has soft key options for starting and
stopping recording. The IPPA agent can then record his or her own phone
conversations, and these recordings can be reviewed by the supervisor using
Supervisor Record Viewer.
stopping recording. The IPPA agent can then record his or her own phone
conversations, and these recordings can be reviewed by the supervisor using
Supervisor Record Viewer.
See the Cisco IP Phone Agent User Guide and the Cisco Supervisor Desktop User
Guide for more information.
Guide for more information.
To enable IPPA agent-initiated recording:
1. Select the Enable IPPA Recording check box.
2. Click Apply to save your changes.