Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
January 16, 2013
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Integrating Cisco Unified Presence
with CAD
Introduction
Cisco Unified Contact Center Enterprise release 7.6 provides a new browser-based
administrative tool named Cisco Desktop Presence Administrator, which gives
administrators the ability to integrate Cisco Unified Presence with CAD.
administrative tool named Cisco Desktop Presence Administrator, which gives
administrators the ability to integrate Cisco Unified Presence with CAD.
Integrating Unified Presence with CAD makes it possible for supervisors using
Supervisor Desktop and agents using Agent Desktop to view the availability of
non-agents using Unified Presence Client or Microsoft Office Communications Server
(MOCS). This feature enables supervisors and agents to initiate chat sessions with
subject matter experts (SMEs) who can provide information that can help agents
assist customers more quickly and effectively.
Supervisor Desktop and agents using Agent Desktop to view the availability of
non-agents using Unified Presence Client or Microsoft Office Communications Server
(MOCS). This feature enables supervisors and agents to initiate chat sessions with
subject matter experts (SMEs) who can provide information that can help agents
assist customers more quickly and effectively.
For more information about Cisco Unified Presence, see the description at the
following URL:
following URL:
http://www.cisco.com/en/US/products/ps6837/index.html
Integrating a Unified Presence cluster with CAD consists of the following tasks.
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Accessing Desktop Presence Administrator
Desktop Presence Administrator is available from a menu in Desktop Administrator.