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Cisco CTI Toolkit Desktop and Cisco Agent Desktop
Introduction
Two desktop applications, an agent and a supervisor application, are a part of almost every Cisco
®
Unified Contact Center deployment. The agent application provides tools for agents to log in to the
automatic call distributor (ACD) and manage their contacts. The supervisor application provides
tools for supervisors to manage their agents and contacts. Cisco offers two approaches to agent
and supervisor desktops, Cisco Computer Telephony Integration (CTI) Toolkit Desktop and Cisco
Agent Desktop.
Cisco CTI Toolkit Desktop is a software toolkit that provides configurable agent and supervisor
desktop applications as well as a development toolkit for various programming environments. With
it users can develop custom agent and supervisor desktops, custom integrations of CTI toolbars
and controls in other applications, and server-to-server integrations with Cisco or third-party
customer relationship management (CRM) applications. It also has sample applications that show
how the API works.
Cisco Agent Desktop is a suite of prepackaged applications providing configurable agent and
supervisor desktop applications, the Cisco IP Phone Agent application (as backup or alternative
for Cisco Agent Desktop), simple on-demand recording capabilities, and a configurable agent
workflow that automates common agent tasks and provides desktop integration to third-party
applications through keystroke macros, Web integration actions, launching external applications,
or interprocess communications (only the Web feature is available for the Cisco Agent Desktop
Browser Edition).
Which of the two to adopt depends on your requirements. It is possible to use both on a single
Cisco Unified Contact Center Enterprise or Hosted system, using Cisco Agent Desktop for one
group of agents and a solution based on Cisco CTI Toolkit Desktop for another. (See limitations in
the Cisco CTI OS 7.1(1) release notes at
http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm71doc/ctios71/ctirn71/index.htm.
)
Overview of Cisco CTI Toolkit Desktop and Cisco Agent Desktop
Cisco CTI Toolkit Desktop is suited for users who:
●
Have third-party software integration requirements that cannot be met with the integration
options in Cisco Agent Desktop
●
Need to create a server-to-server integration with a CRM or other application
●
Need to integrate call control and ACD state management functions in an existing client
agent desktop application
●
Use a system integrator or internal IT resources to develop, support, and maintain the
custom desktop or integration
Cisco Agent Desktop is for users who:
●
Want an off-the-shelf agent desktop application or browser-based desktop
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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●
Require desktop integration with a variety of existing or future applications
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●
Need advanced CTI features, such as on-demand recording and workflow-based actions
for supervisors and agents
●
Have no need or resources for developing and maintaining custom integrations
Both provide call control and agent state control features to the desktop. Cisco CTI Toolkit Desktop
provides the tools and APIs needed to develop custom desktops or custom integrations. It includes
a desktop application for contact center agents, supervisors, and administration. Cisco Agent
Desktop has system administration tools to configure the system for an enterprise's contact center
operation with two kinds of functions: the first is configuring the agent desktop design with buttons
for call control, agent state control, automating agents' data-processing tasks, and configuring call
context and integrated browser displays; the second is configuring workflows that integrate
telephony data with applications executed based on telephony events.
The following features distinguish Cisco Agent Desktop from Cisco CTI Toolkit Desktop (although
these features can be developed in Cisco CTI Toolkit Desktop):
●
Web browser with "click-to-dial" integration
●
Team Performance Message screen providing a desktop wallboard; the supervisor defines
the messages and expiration time
●
Call recording activated on demand by an agent or supervisor, or automatically executed
based on telephony data
●
Enterprise server screen that displays call history
●
Agent and supervisor workflows providing screen pops or task buttons that simplify the job
of agents and supervisors when a specified event occurs
●
Support for multiple workgroups allowing desktop tools to be tailored on a workgroup basis,
so a sales representative's screen differs from a customer support agent's screen
●
Many features configurable by nontechnical personnel; for example, agents and
supervisors can create workflows to generate actions when specified events occur, without
using IT resources
●
Automated updates that are pulled to desktops at the time an agent, supervisor, or
administrator logs in
Cisco CTI Toolkit Desktop distinguishes itself from Cisco Agent Desktop by the following
characteristics:
●
Allows server-to-server integrations, including "All Events/All Call" monitor applications
●
Allows custom desktops and integration into existing applications using C++, Java, and
.NET
●
Also available for Cisco Unified Intelligent Contact Management (ICM) Software, allowing a
single CTI integration across IP contact center and third-party ACD platforms
●
Offers higher performance and density for large deployments
●
Has a localization kit for developing desktops for locales not supported by Cisco Agent
Desktop
●
Offers a multitenant solution for hosted contact center and ICM deployments
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Cisco Agent Desktop has three different licensing levels (standard, enhanced, and premium), and
some features mentioned here require the enhanced or premium license. See more details about
the licensing at:
http://www.cisco.com/application/pdf/en/us/partner/products/ps1844/c1758/ccmigration_09186a00
801aee46.pdf.
Table 1 compares the intended uses and components of Cisco CTI Toolkit Desktop and Cisco
Agent Desktop.
Table 1.
Cisco CTI Toolkit Desktop and Cisco Agent Desktop Overview
Customer Need
Cisco CTI Toolkit Desktop Implementation
Cisco Agent Desktop Implementation
Intended use
Ships with two desktop tools:
● Basic Agent and Supervisor Desktop
applications with limited modification
possibilities
● Toolkit for programmers to develop custom
agent desktops and integrations
Provides full-featured agent, supervisor, and
administrative solutions plus tools allowing
administrators to configure agent and
supervisor desktop applications to meet user
needs without software development
Included components
● CTI OS server
● Client interface libraries (CILs) for
developing desktop applications or
integrations in C++, Java, and .NET
programming environments
● Elements for rapid application development
including COM objects, ActiveX controls,
and sample agent and supervisor desktops
● Version for inbound only and a version
supporting Outbound Option as well; that is,
for a blended environment
● Development documentation and sample
applications
● CTI OS server
● Various Cisco Agent Desktop Server
components
● User applications: Cisco Desktop
Administrator, Cisco Agent Desktop (Client
and Browser Editions), Cisco Supervisor
Desktop, and Cisco IP Phone Agent
● Support for inbound option and Outbound
Option*; that is, for a blended environment
Features of Cisco CTI Toolkit Desktop and Cisco Agent Desktop
Figure 1 shows a sample Agent Desktop provided with Cisco CTI Toolkit Desktop. Although a
custom-developed desktop could have a different look, this sample desktop provides a good
overview of the functions supported by Cisco CTI Toolkit Desktop. Figure 2 shows Cisco Agent
Desktop, and Figure 3 shows Cisco Agent Desktop Browser Edition.
Figure 1.
Sample Cisco CTI Toolkit Agent Desktop
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Figure 2.
Cisco Agent Desktop Showing a Cisco Webpage in Multi-tabbed Integrated Browser Window
Figure 3.
Cisco Agent Desktop Browser Edition (Java Applet) with a Salesforce.com Webpage Screen Pop
in Integrated Browser
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Table 2 compares standard features of the Agent Desktop in Cisco CTI Toolkit and Cisco Agent
Desktop.
Table 2.
Cisco CTI Toolkit Agent Desktop and Cisco Agent Desktop Comparison
Cisco CTI Toolkit Agent Desktop
Cisco Agent Desktop Application
Notes
This desktop is provided as a working sample.
Some of the information is therefore relevant
only when using this sample. All functions
mentioned can also be integrated in a custom
desktop application.
All of the following are included in the standard,
enhanced, and premium versions of the Cisco
Agent Desktop software suite unless otherwise
noted. Features marked with an asterisk (*) are
not available for Cisco Agent Desktop Browser
Edition (BE).
Agent desktop layout
Screen consists of a predefined set of buttons
and displays. The following buttons are
included:
Screen consists of a set of default and
configurable buttons and displays. The
following buttons are included:
● Login: lets agents log in or out
● Login: lets agents log in or out
● Agent State: lets agents change their state
when logged in
● Agent State: lets agents change their state
when logged in
● Dial/Answer/Release: lets agents make,
answer, and hang up calls
● Dial/Answer/Release: lets agents make,
answer, and hang up calls
● Hold/Retrieve: lets agents put calls on hold
and retrieve held calls
● Hold/Retrieve: lets agents put calls on hold
and retrieve held calls
● Alternate/Reconnect: lets agents alternate
between and reconnect active calls
● Alternate/Reconnect: lets agents alternate
between and reconnect active calls
● Conference/Transfer: lets agents initiate
and complete conferences and transfers
● Conference/Transfer: lets agents initiate
and complete conferences and transfers
● Supervisor Assist: lets agents request
assistance from a supervisor
● Supervisor Assist: lets agents request highpriority assistance by chat from a
supervisor. Button can also be configured to
send a predefined supervisor assist
message (Cisco Agent Desktop BE
supports only supervisor high-priority chat,
not agent-to-agent or agent-to-supervisor
chat)
● Tools: buttons to invoke statistical displays,
initiate a chat session, and report a bad line
● Real Time Display: invokes pull-down menu
of statistical displays*
● Task Automation: buttons initiate
predefined workflow actions to speed
routine tasks like recording, transfers,
conference calls, reporting, and more; up to
10 buttons can be configured (enhanced
and premium versions only)
● Work Ready/Work Not Ready: lets agents
change their after-call work state
● Phone Directory: invokes user-managed
phone book with click-to-dial function*
● Contact Management: displays and hides
call related data
● Integrated Browser: displays and hides
integrated browser window (premium
version only)
● Preferences: lets agents set window
behavior and accessibility options*
● Outbound Option buttons
The screen includes the following displays:
● Outbound Option buttons (enhanced and
premium versions only)*
The screen also includes the following displays:
● Call Information: displays call-related data
for each call currently handled on the
agent's phone; data can be edited
● Contact Management: displays call-related
data for each call currently handled on the
agent's phone; data can be edited
● Status bar: displays information about the
status of the application
● Status bar: displays information about the
status of the agent and the application
● Team Performance Message: window in
which supervisors can send scrolling
broadcast messages to agent teams*
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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● Integrated Browser: multitabbed window in
which agents can use multiple browserbased applications to perform job functions*
(Cisco Agent Desktop BE supports
automated control of a single integrated
browser)
Agent Chat
Call
Wrap-Up
Screen pop
● Primary supervisor, secondary supervisor,
agent team, and agents can be on the
same peripheral.
● Agent chat is based on settings allowed
through Cisco ICM Configuration Manager.
● Chat is permitted with conference call
participants, supervisors, and other team
members even when agent is logged out.*
(Cisco Agent Desktop BE supports only
supervisor high-priority chat, not agent-toagent or agent-to-supervisor chat)
● Agent chat is based on settings allowed
through Cisco Desktop Administrator.
Wrap-up options are configured in agent desk
settings and can differ per agent or group of
agents. Wrap-up codes are configured through
CTI OS server. During wrap-up, agents can still
change call-context data on the screen.
Wrap-up data functions and descriptions are
configured through Cisco Desktop
Administrator and can differ per agent, group of
agents, or globally for the entire contact center.
● Shows call appearance with configurable
call context data.
● Pre-integrated Cisco CTI Toolkit Desktopbased solutions are available from Cisco
and Cisco Technology Developer partners
for integrations to major CRM packages
such as Siebel, SAP, and more.
● Custom integration is required for screen
pops into other third-party applications.
Screen pop and third-party application
integration is created with workflow tools in
Cisco Desktop Administrator. Uses a GUIdirected palette for creating logic based on call
events and rules. Options include:
● Browser integration using HTTP post/get for
any browser application (only the get
function is supported for Cisco Agent
Desktop BE)
● Executing scripted applications such as
Visual Basic and passing CTI parameters
● Interprocessor communication (passing
messages by User Datagram Protocol
[UDP] any CTI parameters)
● Keystroke emulation for integration into any
windows, browser, or terminal emulation
application accessed by keystrokes
All methods are designed to provide a clean
demarcation between Cisco Agent Desktop and
any custom integration work done for easy
product support and troubleshooting.
Recording
Recording is not available; supports Recording
buttons and messages to integrate to a thirdparty recording system
Supports up to 80 simultaneous recordings or
playbacks per server (premium version);
supports multiple recording and playback
servers. Recording can be on demand or based
on workflow events and rules, such as ringing
and customer identifier. Recordings are stored
for playback or archival through Cisco
Supervisor Desktop.
Thin-client agent desktop Supports Java and .NET CILs, which allow
custom thin-client desktops or integrations into
existing thin-client applications
Cisco Agent Desktop BE is a browser-based
agent desktop solution with the same user
interface as the client version, but slightly
limited functions
IP phone agent
Agents on Cisco IP Phone 7940, 7960, and
7970 Series models can log in and perform
ACD functions from their phones, including:
● View configurable telephony data shown in
a screen pop on ringing or answering
● View real-time reports on skill statistics
Not available, but a custom solution can be
built using the toolkit; also, a solution from
Cisco Professional Services is available based
on Cisco CTI Toolkit Desktop
● Set wrap-up data for completed calls and
reason codes for agent state transition
● Provide agent-initiated call recording with
enhanced and premium versions
Supervisors can monitor, record, barge in,
intercept, and change agent states
Mobile agent
Support for the Cisco Unified Mobile Agent
solution (new in Release 7.1(1)) allows agents
to receive calls on any public-switchedtelephone-network (PSTN) phone instead of an
IP phone
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
Support for the Cisco Unified Mobile Agent
solution allows agents to receive calls on any
PSTN phone instead of an IP phone; with Cisco
Agent Desktop BE this support allows a
complete mobile agent workstation requiring
only a PSTN phone and a PC with a browser
and Internet connection.
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IP contact center call
context data
Making calls
● Any call context element can be shown and
edited in the call appearance window; fields
shown on the sample agent desktop are
configured on Cisco CTI OS Server registry
settings.
● Any call context field is available for
customer integration in read/write mode.
Enterprise Data window enables users to:
● Configure Cisco Agent Desktop so agents
can see and edit any call context elements
● See call histories in terms of devices the
call was routed to and time spent at each
device
● Agents can manually dial a phone number
they enter; other possibilities require
custom programming.
● Supports the Outbound Option for preview,
progressive, and predictive dialing.
Agents can manually dial out or select numbers
from a user-managed phone directory*
(managed phone directory not available in
Cisco Agent Desktop BE); agents can also dial
a hyperlinked phone number displayed in the
embedded browser by clicking it (premium
version).
Any enterprise data call context field is
available for customer integration in read/write
mode.
Buttons can be set up to copy a number and
dial it without using a soft or hard dial pad.
Agents have several lists of phone numbers
available to them:
● Recent Call List, a dynamic list of up to 100
recently called phone numbers
● Personal phone book created and
maintained by the agent (enabled and
disabled by the system administrator)
● Global phone books created by the system
administrator
Supports the Outbound Option for preview,
progressive, and predictive dialing.
Workflow
No workflow is included; this feature requires
custom programming.
Event-triggered workflows can provide screen
pops using call context data and can also be
configured to simplify routine tasks.
Workflows can be created for an agent or group
of agents to customize the desktop, integrations
for screen pops, wrap-up, and reason codes.
Workflows are created in Cisco Desktop
Administrator using dialog boxes to guide the
setup of events, rules, and action scenarios.
When a user clicks a workflow group, the
elements of that group appear as subnodes:
● Voice Contact Work Flows configure
workflows based on voice call events
● Agent Management Work Flows configure
workflows based on startup, shutdown,
agent state and time of day*
Workgroups
Cisco Unified Contact Center Enterprise and
Cisco CTI Toolkit Desktop support multiple
desktop settings that can be assigned to
individual agents, controlling behavior such as
ring-no-answer treatment, wrap-up time, and
not-ready codes.
Multiple workgroups can be created in Cisco
Desktop Administrator that permit configuration
of agent desktop so that agents or groups of
agents can have different desktop layouts,
functions, and application behavior based on
the needs of the contact center.
Agent real-time displays
Display of agent and skill-group statistics is
configured through registry settings on Cisco
CTI OS Server for all agents on the server. All
Cisco ICM and Cisco Unified Contact Center
Agent and Skill Group real-time statistics are
available for integrations.
Fixed real-time agent and skill group statistical
displays include Agent Call Log*, Agent ACD
State Log*, Agent Detail*, and Skills Statistics*
For more information on third-party application integration in Cisco Agent Desktop, refer to
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/prod_white_paper090
0aecd804c6cdd.shtml.
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Features of Cisco CTI Toolkit Supervisor Desktop and Cisco Supervisor Desktop
Figure 4 shows a sample Supervisor Desktop provided as part of Cisco CTI Toolkit Desktop. Note
that any custom-developed desktop could have a different look, but this sample desktop provides
a good overview of the supported functions. Figure 5 shows Cisco Supervisor Desktop.
Figure 4.
Sample Cisco CTI Toolkit Supervisor Desktop
Figure 5.
Cisco Supervisor Desktop
Barge In
Intercept
Chat
Record
Silent
Monitor
Agent
State
Control
Supervisor
Alerts
At-a-glance
Agent State
Real Time
Displays
Tabbed
Browser
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Table 3 compares the Cisco CTI Toolkit Supervisor Desktop and Cisco Supervisor Desktop
implementation.
Table 3.
Comparison of Cisco CTI Toolkit Supervisor Desktop and Cisco Supervisor Desktop
Implementation
Cisco CTI Toolkit Desktop Implementation
Cisco Agent Desktop Implementation
Notes
This supervisor desktop is a working sample,
thus some of the information is relevant only
when using this sample. All functions
mentioned can also be integrated in a custom
desktop application.
All of the following are included in the standard,
enhanced, or premium versions of Cisco Agent
Desktop unless otherwise noted. Features
marked with an asterisk (*) are not available for
Cisco Agent Desktop BE.
Desktop view
Buttons for:
● Supervisor state control
Default layout provides:
● Skill-group menu tree
● Call control
● Tools: Statistics and Chat
● Call information: data for each call currently
on the supervisor desktop
● Status bar
Team Real-Time Status Display shows:
● List of agents in team along with real-time
status information and statistics
● List of call appearances of selected agent
● Buttons to change agent state
● Buttons for silent monitoring of agent calls,
barge in, and intercept
● Agent menu tree
● Tool bar buttons for manual display refresh,
agent state control, barge in and intercept,
agent chat, team messages, agent
recording, agent monitoring, and voice
monitor volume
● Additional menus to set preferences, re-skill
agent, create a team message, listen to and
save recordings, and configure supervisor
workflows
● Tabular text-based real-time displays for
agent team and skill groups
● Configurable graphical and tabular views of
agent team and skill groups being managed
(premium version)
Views are in windows that can be resized,
docked, or moved by dragging to the desktop.
Each supervisor controls display refresh rate,
the information displayed in the real-time
display panes, and how those panes behave.
Monitoring calls
● Supports silent monitoring for desktops
based on the C++ CIL, not supported on
Java- or .NET-based desktops.
● Both endpoint monitoring (application
running on a desktop PC connected to the
IP phone) and monitoring based on Cisco
Switched Port Analyzer (SPAN) are
supported.
● Only one person can monitor an agent at a
time.
Supports silent monitoring. Both endpoint
monitoring (running on a desktop PC
connected to the IP phone) and Cisco SPAN
port-based monitoring are supported. IP phone
agents can also be monitored. Cisco Agent
Desktop BE supports SPAN monitoring only.
Multiple supervisors can monitor an agent
simultaneously.
Call recording
Requires a third-party application.
Supports recording of up to 80 calls per server
simultaneously with premium versions.
Supports multiple recording and playback
servers, and saves recordings for up to 30 days
or provides for archival as WAV files.
Agent assist
Supervisors can change an agent's state,
intercept an agent call, and barge into an agent
call.
Supervisors can change an agent's state,
intercept an call, barge into an agent call, and
push a Webpage to an agent.
Chat
Primary supervisor, secondary supervisor,
agent team, and agents on the same peripheral
can chat with each other.
Conference call participants, supervisors, and
other team members can chat with other agents
even when agent is logged out.* Chat
permission can be configured by workflow
group in Cisco Desktop Administrator.
Team messages
Requires custom programming
Team messaging is generated based on time of
day from the Cisco Supervisor Desktop.* Most
recent 10 team messages are saved for reuse.
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Agent statistics
Tabular report shows skill-group statistics. All
Cisco ICM and IPCC Agent and Skill Group
real-time statistics (hundreds of data elements)
are available for custom integrations.
Provides tabular and graphical real-time
displays:
● Team skill statistics
● Skill agent statistics
● Team agent atatistics
● Team agent state
● Agent versus team statistics
Real-time displays only in tabular form:
● Skill summary statistics
● Agent call log
● Agent ACD state log
● Agent active call
● Enterprise data
● Call history
Skill groups
Supervisors can view skill-group statistics.
Supervisors can re-skill agents dynamically
through the Web-based Cisco IPCC Agent Reskilling Tool.
Thresholds and alerts
Requires custom programming.
Supervisors can view skill-group statistics.
Supervisors can re-skill agents dynamically
through the Web-based Cisco IPCC Agent Reskilling Tool.
● With Supervisor Work Flow Administrator
feature, users can perform certain actions
based on queue statistics for calls waiting
and calls in queue for specified skill groups.
● Workflows based on threshold alerts are
available on the enhanced version; all
actions are available on the premium
version.
● Workflows are created by the supervisor
using a simple dialog box that uses an
event, threshold, and action scenario.
Figure 6 shows the sample Cisco CTI Toolkit Agent and Supervisor Statistics window that is part of
the standard Cisco CTI Toolkit Desktop. A custom-developed desktop could have a different user
interface and show this information in any form, including graphical. Figure 7 shows the Cisco
Supervisor Desktop with sample graphical and tabular displays.
Figure 6.
Sample Cisco CTI Toolkit Agent and Supervisor Statistics Window
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Figure 7.
Cisco Supervisor Desktop with Sample Graphical and Tabular Displays
System Features, Implementation, and Administration
Table 4 gives features, implementation, and administration information about Cisco CTI Toolkit
Desktop and Cisco Agent Desktop.
Table 4.
Features, Implementation, and Administration for Cisco CTI Toolkit Desktop and Cisco Agent
Desktop
Cisco CTI Toolkit Desktop Implementation
Cisco Agent Desktop Implementation
● With the CTI OS Server operational, base
services need to be installed.
● Client applications can be pushed to
multiple desktops using the Microsoft
Windows Installer service. Alternatively,
Cisco Desktop Administrator, Cisco
Supervisor Desktop, and Cisco Agent
Desktop may be installed from Web pages,
created during base services installation, on
servers hosting base services.
● Cisco Agent Desktop BE is a Java applet
running on the server that hosts the base
services and is accessed by agents through
their browser. Requires Java Runtime
Environment (JRE) browser plug-in on
user's computer.
Initial system setup
With the CTI OS server operational, you can
install either the standard CTI Toolkit Desktop
Agent Desktop and Supervisor Desktop with
their own installer, or a custom-created desktop
application.
Programming interface
to create custom
applications
Cisco CTI toolkit CIL provides an objectProvides separation of the CTI application from
oriented and event-directed API. The objectbusiness applications. Can provide CTI
oriented interface enables rapid integrations in
integration with business applications through:
C++, Visual Basic, Java, or any Microsoft COM● Launching executable applications*
compliant container environment.
● Running keystroke macros*
Provides basic features of CTI integration,
● Sending and receiving interprocessor
including:
communications (UDP socket) messages*
● Updating call context information
● Launching browser URL and record search
● Determining which buttons to enable on the
using call context data within the embedded
desktop
browser
● Access to supervisor features
● Automatic failover recovery
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Server-to-server
integrations
● Enables server-to-server integrations and
multiple agent monitoring-type applications.
CILs provide a single object-oriented
interface that can be used in agent mode
and monitor mode (listen-only).
Server-to-server integrations are not available
Update process
● Silent install is supported, allowing
managers to push new versions to the
desktop using generic third-party desktop
software management tools.
● CTI toolkit clients can be run at lower
versions than the CTI OS server (functions
limited to lower version) to support phased
migrations.
Uses True Update. When base services
components are upgraded or updated, Cisco
Agent Desktop, Cisco Supervisor Desktop, and
Cisco Administrator Desktop check, detect, and
automatically install the new software.
Fault tolerance
Desktop is built on the Cisco ICM
NodeManager fault-tolerance platform, which
detects process failure and restarts the
process, enabling work to continue. Upon
recovery, CTI OS server initiates a snapshot of
all agents, calls, and supervisors and
propagates updates to all clients. Upon
recovery from a failure, CIL reconnects to
another CTI OS server that has all state
information available (or reconnects to the
same CTI OS server after restart), and
reestablishes the session and recovers. No call
control or data is lost during this process.
Uses the "warm standby" approach to fault
tolerance and autorecovery. No manual
intervention is required to recover a failed
service and no call control is lost during the
process. Active monitoring and recording are
stopped at failure and can be restarted
manually after the failover. Enterprise data for
calls in progress is lost at the time of failure. To
provide fault tolerance, Cisco Agent Desktop
replicates configuration information, such as
workflows and agent hot-seat settings, and
recording and statistics service-related data,
such as call logs, agent state logs, and
recording logs.
Scalability
A single Cisco CTI OS server can support up to
1500 agents in Release 7.1(1). This same
server runs the peripheral gateway and CTI
server. A second server is required for
redundancy.
A single Cisco Agent Desktop Server can
support up to 1000 client agents and 1500 IP
phone agents in Release 7.1(x). This same
server runs the peripheral gateway, CTI OS
server, and CTI server. A second server is
required for redundancy.
Technical training
requirements
Requires no specific training. Developing
custom desktops or integrations requires
software-development capabilities and
understanding of CTI interfaces.
Users do not need to be trained on how calls
work, only to decide what to do when a call
occurs. Developing custom integrations using
workflows requires user knowledge and
understanding of the Cisco Desktop
Administrator application. No software
development or programmer capabilities are
required.
Cisco Developer Support is an optional
program for support ranging from introductory
review of the toolkit to custom development.
Virtual and remote
desktop environments
Desktops based on the C++ CIL are supported
in a Citrix and Microsoft Terminal Services
environment. See release notes and CTI
Desktop Compatibility matrix at:
http://www.cisco.com/univercd/cc/td/doc/produc
t/icm/index.htm for details.
Supported in Citrix Terminal Services and
Windows Microsoft 2003 Remote Desktop
environment. Cisco Supervisor Desktop and
Cisco Desktop Administrator are not supported
in Citrix or Microsoft 2003 Remote Desktop
environment. See release notes and CTI
Desktop Compatibility matrix at:
http://www.cisco.com/univercd/cc/td/doc/produc
t/icm/index.htm for details.
Encrypted
communication between
desktop and server
Supports secure socket connections between
Communication with the Cisco CTI OS Server
desktop and server of all communication (not
uses a secure socket connection.
supported for desktops using Java or .NET CIL) Communication between desktop and Cisco
Agent Desktop Services is not encrypted.
Support for a VPN tunnel
between desktop and
server
Supports use of encrypted VPN tunnel between
desktop and CTI OS server that can traverse
Network Address Translation (NAT)
Supports use of encrypted VPN tunnel between
desktop and Cisco Agent Desktop Server that
can traverse NAT.
Support for quality of
service (QoS) between
desktop and server
Supports application-based QoS markings
between desktop and server. Although latency
requirements are very low, QoS support allows
for correct prioritization when other high-priority
traffic, such as voice, is using the same
bandwidth. QoS is not supported for desktops
using the Java or .NET CIL.
Supports application-based QoS markings
between desktop and server.
NAT support
NAT is possible between the CTI OS server
and the desktop. However, Silent Monitoring is
not supported when NAT occurs between the
CTI OS server and the supervisor or agent
desktop.
In environments in which desktop IP addresses
use NAT, VPN software must be used between
desktop and Cisco Agent Desktop Server; both
Silent Monitoring and Recording are supported.
For more information on integration capabilities, refer to
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/prod_white_paper090
0aecd804c6cdd.shtml.
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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White Paper
Printed in USA
All contents are Copyright © 1992–2007 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
C11-366754-01 05/07
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