Cisco Unified Contact Center Enterprise Solution Reference ...

Desktop Solutions
Figure 4-2 Cisco Agent Desktop System Configuration and Components
Cisco voice
gateway
4-8
PSTN
V
ICM
Cisco Catalyst
-SPAN port for
Silent Monitor
(optional)
IP IVR
IP Phone
-IP Phone Agent
IP
IP
M
Cisco
CallManager
Mobile Agent
phone
IP
Agent PC
-Cisco Agent
Desktop
-Cisco Agent
Desktop
Browser
Edition
Cisco Unified Contact Center Enterprise 7.x SRND
PG and CTI OS
-Cisco Desktop
Base Services
Agent PC
-Cisco Agent
Desktop
-Cisco IP
Communicator
-Cisco Agent
Desktop
Browser
Edition
Chapter 4 Unified Contact Center Enterprise Desktop
Supervisor PC
-Cisco Supervisor
Desktop
-Cisco Agent
Desktop
-Cisco IP
Communicator
Administrator PC
-Cisco Desktop
Administrator
-Service Management
Console
PG and CTI OS
{optional for redundancy}
-Cisco Desktop Base Services
CAD Application Features
Table 4-2 compares some of the more important features in CAD that can be used to help select the agent
application that would work best for a particular deployment.
Table 4-2 Features Supported by CAD User Applications
Feature CAD CAD-BE IPPA
Call Control Yes Yes N/A 1
VPN/Remote Agent Support Yes Yes Yes
Support for Cisco IP Communicator Yes Yes N/A
Mobile agent support Yes Yes N/A
Outbound option Yes Yes N/A
Integrated browser Yes Yes N/A
Call Event Workflow automation Yes Yes N/A
Citrix/Terminal Services support Yes N/A N/A
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