CAD For UCCX 8 5 AM SE Presentation

Cisco Agent Desktop
for Cisco Unified Contact Center Express 8.5

Product Overview
Tom Sullivan
Product Manager
CAD CCX 8.05 - December ‘10 Cisco Public 1

Cisco Agent Desktop Overview
 Value Proposition
 Product Highlights
Major Features / Functions / Benefits
 What's New in 8.5(1)

 Product Use Case
 Summary
 Architecture, Compatibility, and Deployment Models
CAD CCX 5.0 - May '07 Cisco Public 2

The Contact Center Challenge
• 65% of contact
center agents
use three or
more
applications.
• 25% use five or
more
applications.
• 70% say they
waste time
switching
between
applications.
Source: Yankee Group, 2006
The Impact:
Extended call times.
Agent’s view of the customer is incomplete.
Why Cisco Agent Desktop?
 Problem: Unified Desktop solutions traditionally have

been out of reach for all but the largest of contact
centers because of their inherent complexity,
deployment challenges, and life-cycle support costs.
 Cisco Difference: Cisco Agent Desktop delivers all the
features of a customized Unified Desktop with the ease
and reliability of a packaged, configurable application.
 Benefit: A more consistent, accurate, and unified view of
the customer with less complexity and lower life cycle
costs.

Cisco Agent Desktop Core Capabilities
All work together in fully-packaged and

configurable composite application.
Key Differentiators and Benefits
Differentiators Benefits
• Less Complexity /
• Configurable work flows Highly Flexible
• Improved Reaction
• Real Time Displays and Alerts Times
• Integrated Monitoring & Recording • Enhanced Service Quality
• Improved Coaching and

• Collaboration and Presence Mentoring
• Easy to Install, Maintain,

• Packaged and Configurable
& Support

Cisco Agent Desktop
Overview

Cisco Agent Desktop Modules
 Rich, Windows-based Client  Rich, Windows-based Client

 Browser Edition
 IP Phone Agent
 Rich, Windows-based Client (Work Flow)

 Web Based Administration (System Configuration)
Cisco IP Phone Agent
 Agent State Control

 Caller Data
 Queue Statistics
 Hot Seating via
Powerful Features
Extension Mobility Independent of
a PC
 Work Wrap-Up Codes*
 Agent Initiated
Recording*
View Caller Data, Change Agent State,
and Initiate Recording
* Enhanced and Premium only

Cisco Agent Desktop Flexible GUI
Toolbar, Contact Management Pane,

Integrated Browser
Toolbar and
Browser
Toolbar and
Contact Pane
Toolbar
Only
Cisco Agent Desktop – Browser Edition
 Browser Edition client can
operate on Windows and
Linux operating systems
– Firefox and Internet Explorer
 Support Reason / Wrap-Up

Codes
 Coordinated screens pops
via http into external
browser
 Reduced feature set from
the Windows based client
– Excludes Chat and
Collaboration, Agent E-Mail,
and Phone Directory Support
among others
Cisco Agent Desktop Dashboard IP Phone
IP Communicator
 Call Control – works in conjunction with Cisco IP
Phone or IP Communicator.
 Agent State Control – manage call delivery, work
status, and agent activities throughout work day.
 Contact Appearance - displays data about the
agent’s current call.
Speed Call
Processing

Cisco Agent Desktop Outbound Support
 Cisco Unified
Outbound Preview
Dialer*
* Premium only
Cisco Agent Desktop Contact
Management
Accurately Displays
 Call Metadata – phone Customer Experience
#, account #, call type,
etc…
 Persistent - throughout
the life of call
 Call History - agent
notification of queue
delays or transfers

Cisco Agent Desktop Work Flow Goals
 Automate frequent and complex tasks for

contact center employees
– streamlines agent activities
– enforces best practices eliminates errors
 Allow contact center operations staff to
manage automation
 Integrate agent’s workstation with enterprise's
applications without modifying those
applications' source code

Cisco Agent Desktop’s Work Flow
Paradigm
 Work Flows follow an Event / Rule / Action behavior
EVENT 1:N N:M ACTION

RULE
Telephony or Executes Actions
Evaluates Rule
ACD Event or Integrations
• Ringing • Calling Number is / is not • Submit HTTP request

• Answered • Variable is / is not • launch .exe and pass
• Dropped value
• Not Ready / Ready • Deliver IPC Message
• Execute macro

Cisco Agent Desktop CRM Integration
 Instantly begin
working dialog
 Rapidly focus Increases First Call
on business Resolution
applications
and speed call
processing
 Work Flow is
organized and
repeatable

Cisco Agent Desktop Task Automation
 Buttons speed call processing, complete frequently

performed operations, and after call work functions
Speeds
Processing

Cisco Agent Desktop / Cisco Unified
Communicator Integration
Agent
Agent Supervisor
Expert
Cisco Unified Presence
Expert
Expert
A
Expert
Cisco Unified Communications
Agent
Supervisor
Agent

Cisco Agent Desktop / Cisco Unified
Communicator Integration Agent needs an expert’s assistance.
Customer places call to Launches Cisco Agent Desktop’s Chat
1-800-Help and gets Agent. Window to locate Expert.
Cisco Unified Contact

Center routes the call to Agent
an Agent.
Customer
CUPS indicates an Expert is available to

help Agent with Customer’s question.
A
PSTN
Cisco Unified Presence
Expert
Agent and Expert Chat. The Agent

can also transfer, conference and
deliver call information to the SME.

Cisco Agent Desktop
Communicating with Subject Matter Experts
Independent Presence  Agents and Supervisors see
Window “Subject Matter Experts” (SMEs)
who use Cisco Unified Presence
Communicator
 Agents initiate chat, call,
transfer, or conference with
SMEs
 Administrators control visibility of
Transfer / Conference contacts
 Presence selection window is
independent and updated with
Deliver Call and
the latest Agent ACD state and
Enterprise Data SME Presence State

Cisco Agent Desktop Reason and
Wrap Up Codes
 Wrap up data*
On call completion,
wrap-up data selection
dialog appears
 Reason Codes
On agent state
Qualify Trends
change to Not Ready
or Logout, the dialog
appears
Monitor Performance
* Enhanced and Premium only

Cisco Agent Desktop Real-time Displays
 Real-time Queue and Performance Metrics –

keep agents and supervisors informed of status of
contact center environment.
Improve
Reaction Time
* Graphical Displays are Premium only

Cisco Supervisor Desktop Team
Messaging &
Barge-In & Chat
Intercept
Supervisor tools Control
Recording &
Silent
reinforce Agent States Monitoring
consistent agent
behavior and Integrated
manage Browser
environment: Alerts to
breached
thresholds
 Collaboration At-a-Glance
Agent State
 Communication
 Voice & E-Mail
Queue status
 Agent state
Real-time
Graphic
Displays*
* Graphical Displays are Premium only

Cisco Agent Desktop Presence and
Collaboration
Speeds
Processing
 On-demand voice
monitoring and recording of
agent interactions to
validate agent performance
and mentor behavior
 Chat to relay information,
train, coach and encourage Increase First Call
Resolution
behavior

Cisco Supervisor Desktop Integrated
Browser
 Browser-
based contact
center
management
applications:
• Workforce
Management
• Quality
Management
• Historical
Reporting
• Unified CCX
Access Critical Administration
Applications
• Others

Cisco Agent Desktop – Multiple
Supervisor and Agent Browser Tabs
 Agent and
Supervisor
desktops
support up to
10 integrated
browser tabs
 Supervisor /
Administrator
can configure
the number and
home page of
each browser
tab

Cisco Desktop Administration
Reduce
Total Cost of
Ownership
 Easy administration helps

eliminate IT Dependency

Cisco Agent Desktop – Web Based
Administration
Simplified
Configuration
 Cisco Desktop Administrator ported to a web

application
– Configuration settings for Agent Work Flow Group
assignments, Enterprise Data, Agent E-Mail, Monitoring and
Recording Setting, Integration with Cisco Unified Presence

E-Mail Response is Required
 More and more clients use e-mail as a primary means

of contact
 A couple of agents to occasionally check the in-box and
compose a response may not be sufficient response.
 Increased e-mail contact volume requires:
– adopting a disciplined and consistent response process
– time to consider applying traditional contact center disciplines
and practices to email

Cisco Agent Desktop - Agent E-Mail
 Core feature set
for managing
contact center e-
mails
• Distributes e-
mails to agents Sender’s Text
• Sends responses
from the contact
center to the
customer
• Reports on e-mail
activity
 Tightly Templates, Spelling,
integrated into and Attachments
Agent and
Supervisor
Desktop GUIs
Agents Response
Packaged with every Premium Seat

Cisco Agent Desktop
Voice ACD and E-Mail States
Agent ACD States Agent E-Mail States
 Mix and match voice and Agent E-Mail states, as desired

 If voice state is “Ready,” then e-mail processing can be interrupted
by an ACD voice call
– Cisco Agent Desktop auto saves e-mail to “Draft” and places agent
in Agent E-Mail “Not Ready” state
– Desktop focus automatically changes to voice display
 Agent can resume Agent E-Mail processing at any time

Cisco Agent Desktop
Processing E-Mail
 Agents can:
–Request Request
one or
multiple e-
mail
contacts Review
–Review
each e-
mail’s
content and
attachments
–Respond
with a
combination
of templated
and
composed Respond
text

Cisco Agent Desktop
Reviewing Incoming E-Mail
Sender’s Attachments
Sender’s Text
 The e-mail content appears in HTML

 E-mail’s attachments are easily accessible

Cisco Agent Desktop
Composing Agent E-Mail Response
Send, Save, Transfer or ReQueue
Rich HTML Editor
Agent’s Text
 E-Mail response in HTML if incoming message was also.

 Insert and edit templated responses
 Agent can transfer to a more appropriate queue or defer back to
the existing queue.
Cisco Supervisor Desktop
Visibility of E-Mail CSQ Volumes
Coordinated delivery of Summary and
Detail Real Time Reports
Navigate Agent E-Mail CSQs
 Supervisor has easy

access to real-time
reports for the e-mail
queues their agents
support
Agent E-Mail activity per contact

Unified CCX Historical Reports
New Agent E-Mail Reports
 The new Historical

Reports
 New Unified CCX
database tables
facilitate delivery of
packaged and
custom reporting
 This data also
accessible from
alternative reporting
packages for custom
reports
Cisco Agent Desktop
Agent E-Mail Architecture
Agent E-Mail Service
monitors Mail Store
Customer sends E-Mail to
Agent Agent E-Mail inserts record
for appropriate E-Mail CSQ
E-Mail enters Mail store
Customer
MS Exchange
(2003 / 2007) Cisco UCCX Enterprise
Internet Agent E-Mail Web Server
LAN
Agent E-Mail sees Agent

state and delivers to Cisco
Agent Desktop.
Agent Supervisor

New Features:
Cisco Agent Desktop
for Cisco Unified
Contact Center
Express 8.5(1)

Cisco Agent Desktop - Express 8.5(1)
New Agent E-Mail Feature Set
New CAD Agent E-Mail Features Benefits
New Agent E-Mail User Interface & Print Usability
Resume E-Mail Processing on Voice Disconnect Ease of Use
Review E-Mail Queues Compliance
Save Draft E-Mail Response Usability
Forward, Copy, and Blind Copy Usability
Distinct Auto-Response Address Compliance
Additional Supervisor Reports and E-Mail Viewer Usability
Additional Spell Check Language Compliance
Double Byte Language Support Expanded Localization
MS Exchange 2010 Support Interoperability
Additional Support for Secure Connectivity Enhanced Security

Cisco Agent Desktop - Express 8.5(1)
Additional New Features
Additional New CAD Features Benefits
Configurable Multiline Settings Usability
Desktop Monitoring/Recording support for Windows 7
Interoperability
64 bit (WoW64)
VPAT Enhancements Usability
Disable Auto-Upgrade Enhanced Capabilities
Single Step Blind Transfer / Conference Actions Ease of Deployment
Agent Integrated Browser Pop Up Enhancement Usability
EMCC Support Ease of Deployment
Patch Upgrade and Downgrade Enhancements Supportability

New Agent E-Mail User Interface and Print
 Enhanced Controls
Rich HTML editor
CC / BCC Fields
Print Button
Multibyte language
display
Repositioned Toolbar

Resume E-Mail Processing on Voice
Disconnect
 Agent will resume the E-Mail processing after the ACD
call ends or the agent completes their work state.
 End User Experience
The previous active e-mail will re-presented for processing
when the agent completes the voice contact and/or work state
If no e-mail was active, the agent will automatically return to the
prior e-mail agent state
The agent remains E-Mail Not Ready with no active e-mail if a
new ACD call comes in before a configured delay.
 Administration
Global settings configured in Cisco Desktop Administrator
Delay setting allows for queued calls and reduce screen
disruption
E-Mail Review CSQ
 Agent E-Mail responses can be automatically delivered

to an internal Review CSQ prior to external delivery to
ensure content quality
Transparent to most agents; agent responsibilities are complete
upon Send.
Reviewers are appropriately skilled supervisors (or agents)
Reviewers can perform all of normal operations on the message
including editing, transferring, requeuing, deleting and sending
the message.
 Administration
CSQ settings configured in Cisco Desktop Administrator

Save Draft E-Mail Response
 Requeued E-Mail include draft responses and
attachments
When an agent logs out or closes Cisco Agent Desktop, the
system can requeue all assigned e-mails.
Other agents servicing that CSQ will receive any drafts that were
in progress at the time of the agent logout.
These agents can perform all of normal operations on the
message including editing, transferring, requeuing, deleting and
sending the message.

Forward, Copy, and Blind Copy
An additional button allows an agent to forward the assigned e-
mail to an external account. Doing so does not move the
message to a terminal state.
An agent can manually enter an external email in the CC/BCC
fields. This is in addition to any automatic BCCs configured for
the CSQ.
 Administration
Configuration provided in Cisco Desktop Administrator as toggle
fields at the CSQ level.

Distinct Auto-Response Address
 An administrator can specify an address to use when
sending auto-responses for a CSQ
 Enables auto-responses from a Do Not Reply address
 Administration
Configuration provided in Cisco Desktop Administrator as text field at
the CSQ level.

Additional Supervisor Reports
 Three new reports added to Cisco Supervisor Desktop
E-Mail Queue Report displays all of the e-mails that have not
been assigned to agents for a particular CSQ
E-Mail Assigned Report displays emails assigned to agents
belonging to the team the supervisor is currently viewing for a
particular CSQ
E-Mail Response Report displays a record for every e-mail
responded to or deleted from the specified CSQ over the past
seven days. A viewer provides the supervisor the contents of
the selected E-Mail.

Supervisor E-Mail Viewer
 Provides the supervisor the contents of the selected E-
Mail.
Displays the original message and the agent’s response, as well
as any inbound or outbound attachments.
The new browser window will open on double clicking an email
from one of the Real Time Displays report.

Double Byte Language Support
 First release to support Chinese, Simplified Chinese,
Japanese, and Korean
The new E-Mail User Interface supports rendering multibyte
languages
Spell check is not available for these languages
The Spell Checker button is removed from the Response tool
bar
There is no spell checking as the agent composes their
response.

Spell Check Localizations
Supported Localizations with Spell Check
English Spanish
French Canadian French
Brazilian Portuguese Italian
German Russian
Dutch Norwegian
Danish
Supported Localizations without Spell Check
Japanese Korean
Simplified Chinese Traditional Chinese
Finnish Swedish
Canadian French Turkish
Polish

MS Exchange 2010 Support
 Microsoft Exchange 2010 is supported as the backing
store for Agent E-Mail solution.
 Support continues for Exchange 2003 and 2007.
Additional Support for Secure Connectivity

 NTLM Support

Configurable Multiline Settings
 As a matter of configuration, an administrator can
expose agent and supervisor visibility to, and control
over, non-ACD calls.
Multi-line Feature Administration Settings
Display Non-ACD Call Activity • Yes / No
• Disable
Monitoring & Recording • ACD Calls Only
• All Calls
• Disable
Barge-in / Intercept • ACD Calls Only
• All Calls

64 bit Desktop Monitoring and Recording
 Desktop Monitoring and Recording service enhanced to
capture packets on Windows 7 64 bit Operating System
Agent Desktop must run in compatibility mode (WoW64)

VPAT Enhancements
 Modifications made to user interface in support of
Voluntary Product Accessibility Template (VPAT)
accessibility requirements
Increase keyboard accessibility to be able to tab through all
elements of the main window
Toolbar is tab navigable
JAWs can read column headers for both the main window and
reports.
Announce state changes
Update dialpad with consistent shortcut keys
Enhance documentation to reference status bar , title bar, and
high contrast considerations.

Disable Auto-Upgrade
 An administrator can disable the client automated
update process
 Useful when the customer prefers to handle updates
through an Systems Management Server (SMS) or
alternative automated distribution packages
 Administration
Global settings configured in Cisco Desktop Administrator’s
CAD Configuration Settings
The default setting is True Update On

Single Step Blind Transfer / Conference
 Agents can execute a single step transfer or
conference to a telephone number that has not been
pre-configured.
Selection of a task button results in the appearance of the CAD
Dialpad in single step mode.
 Administration
Additional Single Step action are available in work flow and
can be assigned to a task button.

Agent Integrated Browser Enhancement
 CAD’s integrated browser

can present pop-ups as new
browser windows, rather
than additional tabs.
 Administration
Work Flow Group User
Interface Setting

Patch Upgrade and Downgrade Enhancements
 All client patch installs are full builds
Ensures all client files are built at the same time and have the
same dependencies
No changes for automatic updates
Better support for downgrade capabilities
 Over the top downgrades

Older CAD 8.5 software can be installed on top of the newer
CAD 8.5 software
Uninstall of prior releases is no longer required
Reduces desktop down time and need for reboot

Summary

Cisco Agent Desktop Summary
 A complete unified desktop in a composite application
 Key differentiators:
• Task Automation and Work Flow
• Real-time Displays and Alerts
• Integrated Monitoring and Recording
• Collaboration and Presence
• Packaged and Configurable
 Key benefits:
• Less complex, highly flexible
• Addresses need for unified desktop – single view of the customer
• Greater return - customer have success in using it!

For Additional Information
Cisco Agent Desktop Tech Note, Documentation and Design Guides
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_pro
ducts_support_series_home.html
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_w
hite_papers_list.html
http://www.cisco.com/en/US/netsol/ns656/networking_solutions_de
sign_guidances_list.html
Send technical or non-technical inquiries to:
ask-cad@external.cisco.com

Architecture, Compatibility,
and Deployment Models

Licensing
 Features of the Cisco Agent Desktop software packages differ in the three versions
of Cisco Unified Contact Center Express
 Each Standard seat license provides for concurrent operation of:

Cisco Desktop Administrator*
Cisco Desktop Work Flow Administrator*
 Each Enhanced or Premium seat license provides for concurrent operation of

Cisco Agent Desktop or Cisco IP Phone Agent
Cisco Desktop Administrator*
Cisco Desktop Work Flow Administrator*
* Only one administrator can view and/or edit data in it at any one time.
Cisco Public 70
CAD CCX 5.0 - May '07
Package Feature Content
Cisco Agent Desktop (Windows Client)
Feature Standard Enhanced Premium
Agent E-Mail X
Agent-initiated chat X X
Cisco Unified Presence integration X X
Cisco IP Communicator support X X
Searchable Phone directory X X
Real-time agent report displays X X
Wrap-up data and Reason codes X X
Task buttons X X
Event-triggered work flows X X
Enterprise data thresholds X X
Automated recording (as part of work flow) X X
Agent-initiated call recording (Switched Port Analyzer [SPAN]
or endpoint)
X X

Cisco Agent Desktop (Windows Client) - cont
Cisco Unified Outbound Dialer X
Integrated multi-tabbed browser X
Application Integration Actions: Integrated Browser integration
action
X
Application Integration Actions: External application action X X
Application Integration Actions: Interprocess communication
interaction action
X
Application Integration Actions: Keystroke macro action X X

Agent E-Mail
Agent-initiated chat
Cisco Unified Presence Integration
Team Messages
Caller data display X X X
Queue statistics display X X X
Reason codes X X X
Work wrap-up agent state X X
Agent-initiated recording (Switched Port Analyzer [SPAN] only) X X

Cisco Agent Desktop – Browser Edition
Agent E-Mail
Agent-initiated chat
Cisco Unified Presence Integration
Cisco IP Communicator support X X
Wrap-up data and reason codes X X
Task buttons X X
Event-triggered work flows X X
Enterprise data thresholds X X
Agent-initiated call recording (Switched Port Analyzer [SPAN] X X

only)
Integrated (Associated) browser X X
Application Integration Actions: Integrated (Associated) X X

Browser integration action
Application Integration Actions: External application action
Application Integration Actions: Interprocess communication

interaction action
Application Integration Actions: Keystroke macro action
Supervisor-agent chat X X
Cisco Unified Presence integration X X X
Change agent state X X X
Team messages X X
Real-time skill and agent statistics, logs, and report displays
X X X
(Text Based)
Real-time skill and agent report displays (Graphical) X
CSQ Threshold Alerts (Tree Control Node) X X
CSQ Threshold Alerts (audible, e-mail, message box, report) X
Silent monitor, barge in, and intercept X X
Call Recording and Playback (up to 32 simultaneous
X X
recordings and playbacks)*
Call Recording and Playback (up to 64 simultaneous
X
recordings and playbacks)*
Webpage push to Agent X
Integrated multi-tab browser X X X

Cisco Agent Desktop Release
Compatibility Matrix
Product Release
Cisco Agent/Supervisor Desktop 8.5 (1)
Unified Contact Center Express 8.5(1)

Cisco Unified Presence Server
8.0, 7.0
(CUP Integration)
MS Exchange Server
2010, 2007, 2003
(Agent E-Mail Integration)
Citrix XenaAp v5.0
Windows Server 2003 SP2 (32 bit)
Windows 2008 R2 (64 bit)
Citrix / MTS
Citrix XenApp v6.0
Windows 2008 R2 (64 bit)
Please check the UCCX Configuration and Ordering Tool for current
capacity and compatibility information.
Cisco Agent Desktop Minimum Requirements
Component Requirement
XP Professional sp3
Operating System Vista (Business, Enterprise, Ultimate) sp2
(32 bit only) Windows 7 (Professional, Enterprise, Ultimate)
Red Hat Enterprise Linux v5 (CAD-BE only)
RAM 128 MB RAM or higher
Disk Space 650 MB available or higher
Screen Resolution 800x600 or higher
Network Connectivity 100Mbit NIC or higher
Browser Support IE 7,8 Firefox 3.5 (Windows)

(CAD-BE) Firefox 3.0 (Red Hat Edition)
JRE
Sun JRE 1.6.0 Update 20
(CAD – BE, Agent E-Mail)
Cisco Agent Desktop System Capacities
Maximum Number Unified CM Unified CME
Active Agents per UCCX 400 50
Definable Voice Skill Groups 150 150
Definable Agent E-Mail Skill Groups 150 150
Skills per agent (Skills) 50 50
Simultaneous recordings and playbacks 32 Enhanced

16
(combined total) 80 Premium
 Maximums are for high-end Cisco Media Convergence Servers

 Voice and Agent E-Mail Definable Skill maximums are independent
Deployment Models
 Cisco Agent Desktop server components are always

co-resident with the Cisco Unified Contact Center
Express server
 High Availability is available via Unified Contact Center
Express HA deployment
 Off-board Monitoring and /Recording services are not
supported with this release


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Cisco Agent Desktop

for Cisco Unified Contact Center Express 8.5

CAD CCX 8.05 - December ‘10 Cisco Public 1

 What's New in 8.5(1)

CAD CCX 5.0 - May '07 Cisco Public 2

Source: Yankee Group, 2006

 Problem: Unified Desktop solutions traditionally have

CAD CCX 5.0 - May '07 Cisco Public 4

All work together in fully-packaged and

• Integrated Monitoring & Recording • Enhanced Service Quality

• Improved Coaching and

• Easy to Install, Maintain,

CAD CCX 5.0 - May '07 Cisco Public 6

CAD CCX 5.0 - May '07 Cisco Public 7

 Rich, Windows-based Client  Rich, Windows-based Client

 Rich, Windows-based Client (Work Flow)

 Agent State Control

* Enhanced and Premium only

Toolbar, Contact Management Pane,

 Support Reason / Wrap-Up

CAD CCX 5.0 - May '07 Cisco Public 15

CAD CCX 5.0 - May '07 Cisco Public 17

 Automate frequent and complex tasks for

CAD CCX 5.0 - May '07 Cisco Public 18

 Work Flows follow an Event / Rule / Action behavior

EVENT 1:N N:M ACTION

• Ringing • Calling Number is / is not • Submit HTTP request

CAD CCX 5.0 - May '07 Cisco Public 19

CAD CCX 5.0 - May '07 Cisco Public 20

 Buttons speed call processing, complete frequently

CAD CCX 5.0 - May '07 Cisco Public 21

Cisco Unified Presence

CAD CCX 5.0 - May '07 Cisco Public 22

Cisco Unified Contact

CUPS indicates an Expert is available to

Cisco Unified Presence

Agent and Expert Chat. The Agent

CAD CCX 5.0 - May '07 Cisco Public 23

CAD CCX 5.0 - May '07 Cisco Public 24

* Enhanced and Premium only

 Real-time Queue and Performance Metrics –

* Graphical Displays are Premium only

* Graphical Displays are Premium only

CAD CCX 5.0 - May '07 Cisco Public 28

CAD CCX 5.0 - May '07 Cisco Public 29

CAD CCX 5.0 - May '07 Cisco Public 30

 Easy administration helps

CAD CCX 5.0 - May '07 Cisco Public 31

 Cisco Desktop Administrator ported to a web

CAD CCX 5.0 - May '07 Cisco Public 32

 More and more clients use e-mail as a primary means

CAD CCX 5.0 - May '07 Cisco Public 33

Packaged with every Premium Seat

Agent ACD States Agent E-Mail States

 Mix and match voice and Agent E-Mail states, as desired

 Agent can resume Agent E-Mail processing at any time

CAD CCX 5.0 - May '07 Cisco Public 35

CAD CCX 5.0 - May '07 Cisco Public 36

 The e-mail content appears in HTML

CAD CCX 5.0 - May '07 Cisco Public 37

Send, Save, Transfer or ReQueue

Rich HTML Editor

 E-Mail response in HTML if incoming message was also.