Release Note для Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1)
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Agent Desktop Integration with Cisco Unified Presence
Figure 2-6
Interface between Cisco Agent Desktop and Cisco Unified Presence
1.
Cisco Desktop Administrator retrieves LDAP configuration profile through the SOAP Interface.
2.
Cisco Desktop Administrator binds to the LDAP server for SME searches and information, such as
name and telephone number.
name and telephone number.
3.
Administrator places SMEs in logical groups called contact lists and then assigns them to specific
work flow groups. This way, Administrators can segment contact lists and ensure that only those
agents assigned to a specific work flow group have visibility to the appropriate contact list. This
configuration is saved in CAD's LDAP so that each agent/supervisor does not have to access the
Unified Presence's LDAP server which might have limitations on number of connections, etc.
Administrators can also control the SMEs ability to see the agent’s present state.
work flow groups. This way, Administrators can segment contact lists and ensure that only those
agents assigned to a specific work flow group have visibility to the appropriate contact list. This
configuration is saved in CAD's LDAP so that each agent/supervisor does not have to access the
Unified Presence's LDAP server which might have limitations on number of connections, etc.
Administrators can also control the SMEs ability to see the agent’s present state.
4.
CAD retrieves contact list associated with the agent's workflow group.
5.
CAD retrieves various configuration profiles via the SOAP interface, for example, Unified Presence
server information.
server information.
6.
CAD sends a SIP REGISTER to register with Cisco Unified Presence, followed by individual SIP
SUBSCRIBE messages for each user in its contact list. CAD also sends a SIP SUBSCRIBE for
"user-contacts" for contacts configured on Cisco Unified Presence. A SIP NOTIFY is received
whenever a contact in the contact list changes state. CAD does not allow agents to change their
presence states. It only sends a single SIP PUBLISH message to Cisco Unified Presence when agent
logs in.
SUBSCRIBE messages for each user in its contact list. CAD also sends a SIP SUBSCRIBE for
"user-contacts" for contacts configured on Cisco Unified Presence. A SIP NOTIFY is received
whenever a contact in the contact list changes state. CAD does not allow agents to change their
presence states. It only sends a single SIP PUBLISH message to Cisco Unified Presence when agent
logs in.