Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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Chapter 4 <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> Desktop<br />
Agent Mobility<br />
Supervisor Desktops<br />
OL-8669-05<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Desktop Components<br />
Agent Desktop Applications Offered Through <strong>Cisco</strong> Partners<br />
Partner Agent Desktops — Custom agent desktop applications are available through <strong>Cisco</strong><br />
Technology Partners. These applications are based on the CTI Desktop Toolkit and are not<br />
discussed individually in this document.<br />
Prepackaged CRM integrations — CRM integrations are available through <strong>Cisco</strong> <strong>Unified</strong> CRM<br />
Technology Partners. They are based on the CTI Desktop Toolkit and are not discussed individually<br />
in this document.<br />
Within the <strong>Unified</strong> CCE deployment, the agent desktop application is not statically associated with any<br />
specific agent or IP phone extension. Agents and phone extensions (device targets) are configured within<br />
the <strong>Unified</strong> CCE configuration and associated with a specific <strong>Cisco</strong> <strong>Unified</strong> CallManager cluster.<br />
When logging in from an agent desktop application, the agent is presented with a dialog box that prompts<br />
for agent ID or login name, password, and the phone extension to be used for this session. At this time<br />
the agent ID, phone extension, and agent desktop IP address are dynamically associated. The association<br />
is released when the agent logs out.<br />
This mechanism enables an agent to work (or hot-desk) at any workstation. It also enables agents to take<br />
their laptops to any <strong>Cisco</strong> <strong>Unified</strong> IP Phone and log in from that device (assuming the phone has been<br />
configured in the <strong>Unified</strong> ICM and in <strong>Cisco</strong> <strong>Unified</strong> CallManager to be used in the <strong>Unified</strong> CCE<br />
deployment). Agents can also log in to other phones using the <strong>Cisco</strong> Extension Mobility feature. For<br />
more information on Extension Mobility, refer to the documentation available at<br />
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/4_2/sys_ad/4_2_1/ccmfeat/fsem<br />
.htm<br />
In addition to the agent desktop application, a supervisor desktop application is also available. The<br />
contact center supervisor uses this application to monitor agent state for members within their team. The<br />
supervisor desktop also enables Silent Monitoring of agents during active calls.<br />
The available types of <strong>Unified</strong> CCE supervisor desktop applications are listed below.<br />
Supervisor Desktop Applications Offered by <strong>Cisco</strong><br />
<strong>Cisco</strong> Supervisor Desktop (CSD) — A packaged supervisor desktop solution.<br />
CTI Desktop Toolkit — A development toolkit that provides a supervisor desktop application and<br />
supports customization and integration with other applications, customer databases, and Customer<br />
Relationship Management (CRM) applications.<br />
Supervisor Desktop Applications Offered Through <strong>Cisco</strong> Partners<br />
Prepackaged CRM integrations — CRM integrations are available through <strong>Cisco</strong> <strong>Unified</strong> CRM<br />
Technology Partners. They are based on the CTI Desktop Toolkit and are not discussed individually<br />
in this document.<br />
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