Cisco Unified Contact Center Enterprise Solution Reference ...

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Desktop Solutions Desktop Solutions 4-6 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 4 Unified Contact Center Enterprise Desktop Depending on the requirements of the contact center, a particular type of desktop might be better suited to the solution. Table 4-1 contains an abbreviated list of the functionality available in the various desktop applications. It is intended to provide a starting point to determine the desktop that best meets specific solution requirements. Further information is available for each of the Cisco desktops in the sections below and in their respective product specifications at http://www.cisco.com. Table 4-1 Features Supported by Cisco Desktop Solutions Cisco Agent Cisco Agent Desktop Browser CTI Desktop CTI Driver for Desktop Functionality Desktop Edition Toolkit Siebel IP Phone Agent Turn-key desktop applications Yes Yes Yes Yes Yes Custom desktop development using C++, .NET, and Java Yes Desktop Security Yes Yes Workflow Automation Yes Yes Mobile (Remote) Agents Yes Yes Yes Siebel Integration Yes Silent Monitoring Yes Yes Yes Yes Integrated Recording Capability Yes Yes Yes Monitor Mode Applications Yes Outbound Calls Yes Yes Yes Microsoft Terminal Services Support Yes Yes Citrix Presentation Server Support Yes Yes Agent Mobility Yes Yes Yes Yes IP Phone Solution (no soft desktop) Specific capability or integration not offered by Cisco Yes Cisco Agent Desktop Solution The Cisco Agent Desktop (CAD) solution is a suite of packaged desktop applications and services. The CAD solution offers a rich set of features for the contact center environment, including: Lightweight Agent Desktop Cisco Agent Desktop Browser Edition (CAD-BE) is a java-based agent application that runs in a browser window on the agent's desktop. It offers a similar look-and-feel as the Cisco Agent Desktop application, with many of the same features. CAD-BE can run in any supported browser on any supported operating system. OL-8669-05
Chapter 4 Unified Contact Center Enterprise Desktop CAD User Applications OL-8669-05 Cisco Unified Contact Center Enterprise 7.x SRND Desktop Solutions Workflow Automation The workflow automation feature allows an administrator to customize the agent environment and how the user applications interact with that environment. Workflow automation enables data processing actions to be scheduled based on telephony events (for example, popping data into a third-party application on the answer event and sending email on the dropped event). Workflow automation interfaces with applications written for Microsoft Windows browsers and terminal emulators. Some customizations can be as simple as using keystroke macros for screen pops. On-Demand Recording The supervisor (and, if enabled, the agent) can record a customer phone call for later review by a supervisor. Unified IP Phone Agent With this service, agents using Cisco Unified IP Phones with XML services can log in and use their phone to perform most of the agent functions found in an agent desktop application. Collaboration A supervisor can text-chat directly with agents or agent teams. Agents can text-chat with supervisors or other team members (if enabled). The supervisor can push web pages to agents and send team messages to agent desktops. Interactive collaboration enables the contact center to communicate better, increase productivity, improve customer responsiveness, and coach or train agents. Task Automation Routine agent tasks, such as email, conference to knowledge workers, launching other applications, high-priority chat, and so forth, can be configured as task buttons on the agent's toolbar to reduce call duration and improve customer responsiveness. Silent Monitoring Supervisors can initiate a silent monitor session with an agent within their team. The CAD user applications include the following applications for call center agents, supervisors, and administrators. There are three types of agent applications included in the CAD suite. (See Figure 4-2.) Cisco Agent Desktop (CAD) — A Windows Agent application Cisco Agent Desktop Browser Edition (CAD-BE) — A Java-based agent application Cisco IP Phone Agent (IPPA) — An IP phone service agent application Cisco Supervisor Desktop (CSD) — A Windows supervisor application Cisco Desktop Administrator (CDA) — A Windows application that allows configuration of the agent and supervisor applications Cisco Services Management Console (SMC) — A Java-based applet that allows administrators to monitor the health of the CAD base services 4-7
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