Cisco Unified Contact Center Enterprise Solution Reference ...

Contents
CHAPTER 4 Unified Contact Center Enterprise Desktop 4-1
viii
Desktop Components 4-1
CTI Object Server 4-2
CAD Base Services 4-3
Agent Desktops 4-4
Agent Mobility 4-5
Supervisor Desktops 4-5
Desktop Solutions 4-6
Cisco Agent Desktop Solution 4-6
CAD User Applications 4-7
Cisco Agent Desktop 4-9
Cisco Agent Desktop Browser Edition 4-10
Cisco Unified IP Phone Agent 4-10
Cisco Supervisor Desktop 4-11
Cisco Desktop Administrator 4-12
Cisco Desktop Monitoring Console 4-12
CTI Desktop Toolkit Solution 4-12
CTI Toolkit Software Development Kits and User Applications 4-13
CTI Driver for Siebel Solution 4-16
Deployment Considerations 4-16
Citrix and Microsoft Terminal Services (MTS) 4-17
Cisco Agent Desktop 4-17
Cisco Toolkit Desktop 4-17
Silent Monitoring 4-18
CTI Toolkit Silent Monitor 4-18
Clusters 4-21
Message Flow 4-22
Connection Profiles 4-23
NAT and Firewalls 4-23
Cisco Agent Desktop and NAT 4-23
CTI Toolkit Desktop and NAT 4-25
Co-Residency of CTI OS and CAD Services on the PG 4-25
Support for Mix of CAD and CTI OS Agents on the Same PG 4-25
Support for IP Phones and IP Communicator 4-25
Miscellaneous Deployment Considerations 4-26
High Availability and Failover Recovery 4-26
Bandwidth and Quality of Service 4-26
References to Additional Desktop Information 4-27
Cisco Unified Contact Center Enterprise 7.x SRND
OL-8669-05