Техническая Спецификация для Cisco Cisco Agent Desktop 8.0

 

 

Data Sheet 

© 2010 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

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Contact appearance: The application displays data about an agent's current call. 

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"Hot desking" and extension mobility support: This feature provides the flexibility for agents to sit at any 

available agent station while maintaining their unique settings. 

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Microsoft Windows Installer (MSI)-based deployment model: MSI keeps implementation costs to a minimum; 

Cisco Agent Desktop installs and upgrades more quickly and easily than traditional CTI and desktop work flow 

technologies. 

Cisco Agent Desktop for Cisco Unified Contact Center Enterprise Enhanced and Premium editions also include these 

additional features: 

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Phone directory: The searchable phone directory displays the phone book to automate dialing of an outgoing 

call. 

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On-demand recording: This feature enables agents to record any call on demand.

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Task automation: Using a single-click method, agents can execute frequently performed predefined actions, 

such as a blind or single steps transfer to a specific extension or launching another desktop application, etc. 

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Event-triggered work flows: This feature enables a sequence of actions to automatically happen when a 

specific call event occurs, such as displaying a screen pop when a call is delivered to an agent, changing 

agent work states when a call is dropped, or starting call recording when a call is answered. 

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Integrated browser (Premium edition): This simplified multitabbed browser application within Cisco Agent 

Desktop improves productivity in processing a customer request. You can also use the integrated browser in 

event-triggered work flows to automate a screen pop. 

Agents and supervisors can effectively collaborate within the Cisco Unified Contact Center by using the chat services 

built into their desktop applications. In addition, Cisco Agent Desktop can be integrated with Cisco Unified Presence, 

enabling agents and supervisors to extend their reach into the broader enterprise and collaborate with relevant 

colleagues and subject matter experts outside the contact center. The feature helps agents connect with experts on 

the first try by knowing beforehand whether they are available and how they prefer to be reached. 

Both parties use familiar applications; contact center personnel use the Cisco Agent Desktop and Cisco Supervisor 

Desktop (Figure 2), while subject matter experts outside of the contact center use the Cisco Unified Personal 

Communicator or Cisco IP Phone Messenger.