Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 1 Architecture Overview
Cisco Unified IP Phone Agent
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Unified CCE Components, Terminology, and Concepts
Unified IP Phone Agent is an agent interface that does not require a desktop application. It is
implemented as an XML application that is rendered on the screen of the IP phone and controlled
through the softkeys and buttons on the phone. The XML application performs agent state control, while
call control is handled through the normal phone softkeys and buttons. Other enhanced features,
including silent monitoring, call recording, screen pop and call center statistics, are also available
through this interface.
Unified CCE Supervisor Interface
Cisco Supervisor Desktop
Cisco Toolkit Desktop
Cisco offers the following interfaces for Unified CCE agents:
Cisco Supervisor Desktop
Cisco Toolkit Desktop
CTI Object Server (CTI OS)
Cisco Supervisor Desktop (CSD) is an out-of-the-box, Windows based desktop application that enables
the supervisor to monitor and control agent state, monitor some call center statistics, monitor agents
silently, barge in on agents, intercept calls, and initiate agent call recording. CSD can perform these
functions only for agents using CAD or IPPA. CSD is a completely separate desktop application from
CAD and the barge-in and intercept functions require the supervisor to be logged into CAD.
Cisco Toolkit Desktops can include supervisor type controls integrated into the same application that
performs agent functions. Supervisory functions enable a supervisor to monitor and control agent state,
monitor some call center statistics, monitor agents silently, barge in on agents, intercept calls, and
initiate agent call recording. However, supervisors using toolkit desktops can perform these functions
only for agents using toolkit desktops.
For more information about desktop selection and design considerations, see Chapter 4, “Unified
Contact Center Enterprise Desktop.”
The Computer Telephony Integration Object Server (CTI OS) is Cisco's next-generation customer
contact integration platform. CTI OS combines a powerful, feature-rich server and an object-oriented
software development toolkit to enable rapid development and deployment of complex CTI applications.
Together with the Cisco CTI Server Interface, CTI OS Server and CTI OS Client Interface Library (CIL)
create a high-performance, scalable, fault-tolerant CTI architecture.
The CTI OS application architecture consists of three tiers:
The CIL is the first tier, providing an application-level interface for developers.
The CTI OS Server is the second tier, providing the bulk of the event and request processing and
enabling the object services of the CTI OS system.
The Cisco CTI Server is the third tier, providing the event source and the back-end handling of
telephony requests.
Cisco Unified Contact Center Enterprise 7.x SRND
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