Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 4 Unified Contact Center Enterprise Desktop
Cisco Agent Desktop
OL-8669-05
Table 4-2 Features Supported by CAD User Applications (continued)
Feature CAD CAD-BE IPPA
Agent state workflow automation Yes N/A N/A
Desktop monitoring Yes N/A N/A
1. Call control actions are performed by using the IP phone's call control softkeys.
Cisco Unified Contact Center Enterprise 7.x SRND
Desktop Solutions
For more information on CAD agent applications, refer to the appropriate user guide, available at
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm46doc/ipccdoc/cadall/cad70d/i
ndex.htm
Cisco Agent Desktop is a Microsoft Windows application that runs on an agent's PC and works with
either a hardware IP phone or the Cisco IP Communicator software phone. Cisco Agent Desktop
interfaces with the CTI OS service for call control and agent state change events. For all other features,
it communicates directly with the CAD services. Cisco Agent Desktop includes support for desktop
monitoring, which captures the voice stream on the agent's IP phone to support the silent monitoring and
call recording features. Figure 4-3 shows the types of supported CAD agents.
Figure 4-3 CAD Agents and Components
Cisco voice
gateway
PSTN
V
IP
Mobile Agent
phone
Cisco Catalyst Agent B
IP
VPN
Agent A
-Cisco Agent
Desktop
-Cisco Agent
Desktop
-Cisco IP
Communicator
VPN VPN
Agent C
-Cisco Agent
Desktop
Agent A in Figure 4-3 shows a CAD agent that uses a hardware IP phone. The IP phone is shown directly
connected to the agent's PC via a network cable, which is the configuration required for desktop
monitoring. The VPN label designates that CAD supports a VPN connection between the agent's PC and
the call center network.
Agent B shows a CAD agent that uses the Cisco IP Communicator softphone. This configuration also
supports a VPN connection to the call center network. It is the most common configuration for remote
agents.
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