Cisco Unified Contact Center Enterprise Solution Reference ...

Desktop Solutions
Cisco Desktop Administrator
4-12
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 4 Unified Contact Center Enterprise Desktop
For more information on Cisco Supervisor Desktop, refer to the Cisco Supervisor Desktop User Guide,
available at
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm46doc/ipccdoc/cadall/cad70d/i
ndex.htm
Cisco Desktop Administrator enables an administrator to configure the CAD services, Cisco Supervisor
Desktop, and CAD agent applications. Individual workflow groups containing agents and supervisors
can be configured separately to provide specific functionality to particular groups of agents.
Using Cisco Desktop Administrator, an administrator can configure the following items:
Enterprise data fields and layouts
Desktop and server monitoring
Dial strings
Phone books available to agents
Reason codes and wrap-up data
Toolbar buttons for CAD and CAD-BE agents
Appearance and behavior of the CAD and CAD-BE integrated browser
Workflow groups
Workflows for each agent type
Number of browser tabs and default pages for each tab for CAD and CAD-BE agents that have
integrated browser support
For more information on Cisco Desktop Administrator, refer to the Cisco Desktop Administrator User
Guide, available at
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm46doc/ipccdoc/cadall/cad70d/i
ndex.htm
Cisco Desktop Monitoring Console
The Cisco Desktop Monitoring Console is a Java application that monitors the status of the CAD
services. It provides a convenient interface for an administrator to use to get real-time information about
the CAD system.
CTI Desktop Toolkit Solution
The CTI Desktop Toolkit provides a Software Development Kit (SDK) for custom development of
desktop applications. The CTI Desktop Toolkit supports C++, Java, and .NET development Client
Interface Libraries (CILs) and provides sample applications for customization.
Additionally, the CTI Desktop Toolkit ships complete with pre-built, ready-to-run agent desktop,
supervisor desktop, and call center monitoring applications. These applications can be used as-is or can
be customized further to meet the particular needs of a call center.
The CTI Desktop Toolkit also offers advanced tools for integrating desktop applications with a database,
Customer Relation Management (CRM) applications, or other contact center applications.
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