Cisco Cisco Agent Desktop 8.0 数据表

 

 

© 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

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This document applies only to Cisco Unified Contact Center Enterprise 9.0 and later. 

Features and Benefits 

The Cisco Agent Desktop suite encompasses the following applications and features: 

Cisco Agent Desktop 

Cisco Agent Desktop is a Microsoft Windows-based client application that gives agents a full-featured user 

interface for managing their calls and work state directly from their desktops using supported Cisco Unified IP 

Phones or the Cisco IP Communicator softphone. Flexible in presentation, the Cisco Agent Desktop can be easily 

configured to meet the varied and specific needs of the customer contact center. 

Essential customer information is presented to the agent through an enterprise data window and integrated screen 

pops. Screen pop to a third-party application can be achieved using the Cisco Agent Desktop powerful CTI work 

flow engine that initiates a variety of integration actions with call metadata to other Windows and web-based 

applications with minimal software development (Figure 1). 

Figure 1.    Cisco Agent Desktop with Integrated Multitabbed Browser (Premium edition) 

 

Cisco Agent Desktop features include: 

● 

Call control: Agents can perform third-party call control including answer, hold, conference, and transfer 

calls using dashboard toolbar buttons. 

● 

Agent automatic-call-distributor (ACD) state control: Agents can log in, control their ready state, and provide 

reason codes for these state changes. 

● 

Screen pop options: Screen pops display caller data and caller-entered information.