Cisco acd desktop software

cisco acd desktop software

telephony systems into a common desktop application for use in screen pops, telephony and ACD events such as ringing, answered calls, dropped calls, and. Cisco Finesse is a next-generation agent and supervisor desktop. It helps improve the customer care experience that your contact center delivers. Cisco Agent Desktop and Cisco Supervisor Desktop are powerful software solutions for the customer contact center. They give customer contact agents and. DBEAVER SEQUEL PRO Сообщаю Для вас, что.

In addition, there are application servers that may be placed on the same or separate VMs as the Base Servers. A set of Cisco Agent Desktop base services plus the additional application servers, single or redundant installation, correspond to a logical call center LCC and are associated with a PG pair.

The Recording and Playback Service stores the recorded conversations and makes them available to the Supervisor Log Viewer application. A co-resident Recording and Playback Service can support up to 32 simultaneous recordings. A dedicated Recording and Playback Service which is available in the Premium offering can support up to 80 simultaneous recordings.

The capacity of the Recording and Playback Service is not dependent on the codec that is used. In the reverse, it also translates Unified CCE messages so that they can be sent to and understood by the peripheral devices. This section presents some design considerations for provisioning network bandwidth, providing security and access to corporate data stores, and ensuring Quality of Service QoS for Unified CCE installations that include the Cisco Agent Desktop CAD product.

The Silent Monitoring feature of the Cisco Agent Desktop software, which includes listening to a live call, recording an agent call, and listening to a recorded call, has the largest bandwidth requirements for the Cisco Agent Desktop product. Properly configuring this feature is especially important for Unified Mobile Agents who are connected to the main site by a WAN connection.

The VoIP provider captures from the network, or reads from disk, the voice streams representing the call two voice streams per call and sends them back to the requestor. The requestor receives the streams and either decodes them for listening or stores them to disk. The bandwidth requirements detailed in this section are for the network links between the requestor and provider. The Recording and Playback service send recording requests when a supervisor or agent wants to record a call.

For listening to or recording a live call, the VoIP provider will capture the voice streams and send them to the requestor. On the supervisor's desktop, these streams are decoded and played through the supervisor's desktop sound card. For recording, the Recording and Playback service receives the voice streams and saves them to disk. The Desktop Monitor service processes Silent Monitoring requests only for the agent signed in to the Cisco Agent Desktop application on the desktop.

The service captures voice packets sent to the phone or IP Communicator software phone associated with the signed-in agent. They also support the ability of hubs and switches to propagate network traffic through this additional port. By default, this service is active on all agent desktops when the application is started. After initial installation of the Cisco Agent Desktop servers, all agents are already configured to use the Desktop Monitor service for the Silent Monitoring feature.

An installation may have up to five VoIP Monitor services on different machines. Off-board VoIP services may be installed at remote office locations. In some instances, this service may be required due to network complexity and capacity planning. The Recording and Playback service may also provide the two streams representing a phone call when a supervisor plays back a recorded agent call. In this case, the streams have already been stored on disk from an earlier recording session.

The Recording and Playback service reads the raw data files from the disk and sends the RTP streams over the network to the supervisor's desktop, where they are played through the sound card. As this description indicates, the Recording and Playback service may be either the requestor for recording a live call or a provider for playing back a recorded call. Additional VoIP services and a second Recording and Playback service may be installed on other boxes. Both the main office and the remote office have a VoIP Monitor service on-site.

When you locate the requestors and providers, you can determine where the bandwidth is required for the Silent Monitoring feature. The following notes regarding bandwidth apply:. Therefore, to calculate bandwidth to support the Silent Monitoring feature, you can use the same calculations used to provision the network to handle call traffic, with the exception that the voice stream provided by the VoIP provider consists of two streams in the same direction. Whereas a normal IP phone call has one stream going to the phone and one stream coming from the phone, the VoIP provider has both streams coming from the provider.

Keep this difference in mind when provisioning upload and download speeds for your WANs. These applications also require a certain amount of bandwidth, although far less than the Silent Monitoring feature. In addition, the type of communication across the network is bursty. In general, bandwidth usage is low when the agents are not performing any actions. When features or actions are requested, the bandwidth increases for the time it takes to perform the action, which is usually less than one second, then the bandwidth usage drops to the steady-state level.

From a provisioning standpoint, one must determine the probability of all the agents performing a particular action at the same time. It might be more helpful to characterize the call center and determine the maximum number of simultaneous actions in the worst case to determine instantaneous bandwidth requirements, and then determine what amount of delay is tolerable for a percentage of the requested actions.

For example, the raw bandwidth requirement for agents logging in simultaneously is about 6. If the WAN link did not have this much bandwidth, logins would take longer as packets were queued before being sent and received. If this queuing delay caused the login attempts to take twice as long 18 seconds in this case , would this delay be acceptable?

If not, provision more bandwidth. The table below lists the types of messages for each application. Cisco Agent Desktop agents are able to sign in and sign off, change their agent state, handle calls, and send reporting information to the base servers. The bandwidth requirements for these activities are fairly small but can add up when many agents are considered. The table below shows the average bandwidth requirements for various numbers of agents. This information is derived from bandwidth testing and extrapolation of bandwidth data.

Because there are many variables that can affect bandwidth, a configuration that resulted in higher bandwidth usage was chosen to provide near worst-case scenarios. The bandwidth requirements shown do not include the bandwidth of the RTP streams for the call, recording, or monitoring sessions, but include only the messaging needed to start and stop the sessions. A Cisco Supervisor Desktop receives events for all the agents of the team that the supervisor is logged into.

The more agents, skills, and calls there are the more data is sent to supervisors. In addition, particular reports are automatically refreshed periodically to provide real-time data while the supervisor is viewing the report. Refreshing reports requires additional bandwidth. The table below uses the same basic configuration parameters used to determine the bandwidth numbers in Cisco Agent Desktop Applications Bandwidth Usage. In addition, this table takes into account the fact that the Team Skill Statistics report is being viewed and refreshed.

The bandwidth requirements for Cisco Desktop Administrator are very small and are seen only when an administrator is actively changing configurations. In general, the bandwidth used by Cisco Desktop Administrator is negligible from a provisioning standpoint. The bandwidth requirements for the Cisco Desktop Monitoring Console are very small and short-lived.

In general, the bandwidth used by the Cisco Desktop Monitoring Console is negligible from a provisioning standpoint. The amount of traffic monitored limits the number of devices that you can assign to a VoIP service. If the switch does not support ingress and egress traffic on the same switch port, then use a dedicated virtual NIC to support SPAN services. If you require more recording and playback sessions, move the Recording and Playback Service to another VM. An off-board Recording and Playback Service supports up to 80 simultaneous recordings.

So in a SPAN capture environment, a recording consumes a monitoring session and a recording and playback session. A second Recording and Playback Service does not increase the recording capacity, but it does provide some load balancing and redundancy. When both Recording and Playback servers are active, the recording client alternates between the two servers and stores the recording files first on one server, then the other.

Layer-3 network devices routers and gateways cannot exist between an agent telephone device hardware or software phone and the switch port used by the VoIP Monitor service that is configured to capture voice packets for Silent Monitoring and Recording. This restriction applies only if a VoIP Monitor Service is configured as the primary or back-up service for capturing voice streams. If desktop monitoring is configured as the primary method with no secondary method , this information does not apply.

If the voice streams are encrypted, the Silent Monitoring and Recording feature does not work correctly. Although the voice streams can still be captured, they will not be decoded correctly. The end result is that speech is unintelligible. Skip to content Skip to search Skip to footer. Book Contents Book Contents. Find Matches in This Book. Log in to Save Content. PDF - Complete Book Updated: October 13, Chapter: Cisco Agent Desktop.

Call Control. Supports Cisco IP Communicator. Team Messages. Supports Mobile Agent. Real-time Queue and Agent Displays. Supports Cisco Outbound Dialer. Integrated Browser. Call event Work Flow Automation. Agent state Work Flow Automation. Supports thin client environment. The terms Rogger and Central Controller are used interchangeably throughout this chapter.

Use the number of ports instead of agent count. Maximum number of PG types per VM. Cisco Desktop Administrator. Configuration information retrieval and storage. Unlimited storage limitation hard disk-dependent. Support for other vendor voicemail. Yes through call transfer to voicemail system. Outbound Voice Features. Note: The seat maximums shown in Table 5 for Blended Outbound Preview Dialer are inclusive of inbound voice seats also deployed. Table 5.

Note: These features are the same as for inbound voice with the exception of redundancy. Deploys and executes co-resident on inbound voice server. Outbound Voice Seats. Maximum number of configurable outbound agents supported. Maximum number of active outbound agents supported. Maximum number of outbound supervisor positions supported. Outbound license type. Outbound Preview Dialer Features. Maximum number of active outbound campaigns. Maximum number of CSQs per outbound campaign.

Maximum number of active contacts per outbound campaign. Populates customer's name, account number, and phone number dialed. Start any Microsoft Windows-compatible application. Using CAD task button. Send information to any Microsoft Windows-compatible application. Ability for agent to initiate on-demand recording. Ability for agent to accept, reject, or skip outbound contact. Ability for agent to mark a contact as "Do not call" for a particular campaign.

Preview Outbound Campaign Summary report. Preview Outbound Agent Detail Performance report. Ability for administrator to create and configure campaigns. Ability for administrator to create non-North American area code to time-zone mappings. Ability for administrator to mark "Do not call" contacts as "Do not call" across all campaigns. Table 6. IVR Outbound Dialer is deployed co-resident on inbound voice server. CPA is performed on the gateway. Outbound IVR Ports. Maximum number of Outbound IVR ports supported.

Outbound IVR Port license type. Outbound IVR Features. Table 7. Standalone Server. Two-Server Cluster. Server class. Customer service queues. Historical reporting sessions. ASR ports. TTS ports. VoiceXML ports. Remote monitoring. Number of skills with which an agent can associate. Number of skills with which a CSQ can associate.

Number of CSQs for which a call can queue. Historical Reporting sessions. Blended or Preview Agents. Number of CSQs with which an agent can associate. Outbound IVR ports. Recording and Playback. IVR ports. Table 8. Server Class. Cisco MCS Cisco MCS ,. BM1, CM1.

BM2, CM2. Cisco Unified Workforce Optimization. In addition, the Call Recording license provides the browser-based user interface to search for and replay recorded contacts within the scope of the user's defined role. The Workforce Management process includes forecasting contact volume based upon historical trends, and scheduling personnel based upon their work rules to help ensure that target service-level goals are achieved.

Agent and supervisor dashboards are available for tracking schedules and managing service levels on an intra-day basis. Cisco Services. For More Information. Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to agents.

Cisco Unified Contact Center Express support for powerful, agent-based service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor ACD , interactive voice response IVR , computer telephony integration CTI , and agent and desktop services in a single-server, contact-center-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments.

Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and email; and customer interaction management helps ensure that each contact is delivered to the right agent the first time. To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance.

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization into the team's daily workflow. Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements.

Maximum return on investment ROI for contact centers is provided when your company's business rules can influence the behavior of the contact center. The routing capabilities of Cisco Unified Contact Center Express facilitate categorization and prioritization of customer contacts in a way that best meets your business requirements to help ensure that each contact is routed to the right agent at the right location the first time to maximize resolution on the first call.

Cisco Unified Contact Center Express routing supports a wide range of routing logic that can accurately target and selectively route different classes of contacts, or even single out individual contacts for customized, prioritized routing treatment. Cisco Unified Contact Center Express offers call-routing behaviors based on conditional events, such as time of day, day of week, or holiday routing, as well as the ability to specify service levels, move contacts between agent groups, and reprioritize contacts in the queue based on your business rules.

With Cisco Unified Contact Center Express Premium, product integration with your enterprise's customer database can help ensure that the optimal routing decisions are made. In addition, the application can give agents extensive information on a per-contact basis through a customer-relationship-management CRM or other application screen pop. Customers are turning to company websites to locate information about products and services, to seek support, and to conduct transactions.

In addition, customers are seeking alternative ways, such as email, to contact customer support centers, and the volume of incoming email interactions to contact centers is growing. Agent E-Mail is a zero-footprint feature that is tightly integrated into the agent desktop embedded browser, with controls built into the toolbar and display. It enables contact centers to queue and route email messages to staff and skilled agents, helping balance email and call-handling activities.

Additionally, you can configure the response process to include review and approval by experienced agents email replies from less experienced agents prior to delivering the response. Cisco Unified Workforce Optimization integrated with Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization within the team's daily workflow - combining agent and supervisor desktop tools with workforce optimization software to unify the entire customer interaction process.

The Workforce Management component allows contact center managers to develop schedules for multiple sites, manage critical performance indicators, and manage real-time adherence to schedules. The Quality Management software provides a recording and quality evaluation solution, with optional, advanced features such as screen recording for agent performance optimization.

Call Recording enables simplified call recording based on business rules, percent recording, or on-demand recording through an application programming interface API. Agents and supervisors also can search for and replay recordings to verify compliance or resolve disputes. The Cisco Outbound Option complements the powerful inbound call-handling capability of the Cisco Unified Contact Center Express platform by offering blended preview outbound dialing and outbound IVR capabilities.

These blended functions let agents serve both inbound calls and outbound campaign tasks when the inbound queue is empty, allowing for the most efficient use of agent resources for both inbound calls and outbound campaigns. In addition to blended preview outbound dialing, Cisco Unified Contact Center Express also includes outbound IVR capabilities designed to deliver automated, IVR-based outbound communications to customers.

You can use outbound IVR for applications such as appointment reminders and emergency announcements. Please Note: There is a performance impact associated with an increase in the number of dialing list records in the system. The number of dialing list records that are supported depends on multiple factors:. While there is no upper limit enforced by the software for the number of dialing list records, a dialing list size of , including both active and inactive records has been validated and this limit can be considered supported.

Integration is achieved by using a powerful real-time programmable CTI workflow engine that invokes keystroke-macro emulation to automate the transfer of caller-entered information, or performing an external application action. Cisco Unified Contact Center Express provides powerful integration tools through support for custom Java classes and methods that can be invoked under real-time workflow control. These features facilitate the integration of Cisco Agent Desktop with other Windows and web-based applications with minimal software development.

Every package provides an IVR queue point, custom call treatment, arbitrarily deep voice menus, custom voice prompts, and the ability to process customer phone-keypad presses through dual tone multifrequency DTMF processing to make routing decisions or to present a screen pop to the agent. Cisco Unified Contact Center Express Premium adds the ability to have true, sophisticated, and fully automated self-service applications integrated with your agent-assisted contact interaction management.

This critical feature enables significant cost reduction on a per-contact basis and provides significant flexibility in handling customer contacts. Two, full self-service IVR ports are packaged at no additional charge with each Cisco Unified Contact Center Express Premium seat subject to the maximum ports limit per server class. The application also supports real-time notification services through email and third-party fax or paging solutions, as well as the ability to invoke custom workflow processing for example, web-based callback through HTTP requests.

Integration of Cisco Agent Desktop with Cisco Unified Presence extends real-time collaboration into the broader enterprise by integrating the contact center desktop applications with Cisco Unified Presence. Through this integration, agents and supervisors can collaborate with relevant colleagues and subject matter experts outside the contact center.

For efficiency and convenience, the contact center defines the view to show only those colleagues who are appropriate for agents to access. Both parties use familiar applications. This feature helps agents connect with experts on the first try by knowing beforehand whether they are available and how they prefer to be reached.

Cisco SocialMiner provides a social media customer care solution for Cisco Unified Contact Center Express that enables your company to proactively respond to customers and prospects communicating through public social media networks such as Twitter and Facebook or other public forum or blogging sites. By providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to your social media customer care team, your company can respond to customers in real time through the same social network they are using to communicate.

This innovative capability is enabled by Cisco SocialMiner, which searches multiple social networks to capture public customer postings - and then organizes, filters, and prioritizes these postings and presents them to your customer care team for response.

Your customer service representatives could respond to a customer service problem or reach out to new customers looking for information about your products or services. Cisco SocialMiner combined with Cisco Unified Contact Center Express can help your company enhance customer service, improve customer loyalty, add new customers, and protect your brand.

Using Cisco TelePresence conferencing in combination with Cisco Unified Contact Center Express, virtual agents can be connected to callers through the skills-based routing and integrated queuing of Cisco Unified Contact Center Express.

When connected, the agent and customer appear in life size on video displays for a highly effective, face-to-face customer service interaction. This feature is ideal for applications in finance, such as branch-office experts, retail for high-end electronics sales, healthcare for remote consultations, and interpretive services, as well as for administrative services such as lobby personnel.

It creates the intimacy of a one-on-one meeting and at the same time allows the agent to be in multiple places quickly and easily. Also, agents and customers can add a level of intimacy to calls by employing video through the Cisco Unified Video Advantage camera.

Each of the video-enabled endpoints can take advantage of video among all parties on the call, adding a level of connectedness between the parties that can lead to a more complete and better overall interaction between agents and customers. Each Cisco Unified Contact Center Express seat provides optimal flexibility in your contact center by providing full licensing to use the seat as either an agent or a supervisor seat.

Cisco Unified Contact Center Express keeps the agent in touch with every call through critical data and call-state information by providing the ability to present a screen pop to the agent for each call. Information presented to the agent includes customer-entered data as well as call-state information describing how long the call has been connected to the ACD, how long the call has been in queue, and how long the agent has been talking with the caller.

Cisco Agent Desktop gives agents tools to access information and respond rapidly to customer requests. Voice contact workflows, the enterprise data pane, and the integrated browser display screen pop show agents customer data as calls are presented, preventing redirection of calls and the necessity for customers to repeat information. Task automation buttons and the personal phone directory allow agents to instantly activate frequently performed functions that shorten response time and automate after-call work to follow up on a customer inquiry.

Collaboration tools such as chat and transfer of caller data help keep responses accurate. Additionally, Cisco Agent Desktop offers the ability to provide workflows that process business rules based on critical call-state events, the ability to invoke any CRM or other application able to run on the agent's Microsoft Windows desktop, and the ability to display information in the form of a screen pop from the ACD or IVR subsystem to that application.

When the Premium Cisco Outbound Option with preview dialing is enabled, the Cisco Agent Desktop provides all the controls necessary for agents to participate in outbound campaigns. The Premium Outbound option enables either dedicated outbound or transparent blended inbound and outbound call handling for agents.

The ability of Cisco Supervisor Desktop to monitor critical performance metrics and actively chat, monitor, record, and send team messages allows managers to coach, train, and encourage agent behavior so that agents consistently perform their job function and process calls efficiently. The ability to send agents scrolling team messages and chat with individual members or the entire team allows supervisors to coach agents, resolve problems, and instantly communicate business changes.

Supervisors can coach agents unobtrusively on cross-sell and up-sell opportunities and help agents resolve customer situations. Within the supervisor desktop, contact center managers can see team performance, agent statistics, and status at a glance by using easy-to-navigate tabbed pages and graphical reports. To coach agents, they can silently monitor calls and offer encouragement using chat. They can also initiate call recording for later review and training.

Supervisors can interrupt an agent's call to create a three-way conference, and then interact with both the caller and the agent to help resolve a concern. A supervisor can remove the agent from a call using the Intercept feature, allowing the supervisor and caller to complete the call on their own while the agent handles another customer request.

Supervisors can change an agent's state from their desktop. For example, agents may forget to make themselves available to take calls after a break or neglect to log out when they are away from their workstation for an extended period. With Cisco Supervisor Desktop, supervisors can easily log out missing agents or make unintentionally idle agents ready to take calls.

This function is critical to highly distributed contact center deployments. Supervisors can also change an agent's skill profile in real time. This capability gives supervisors tactical tools to manage their agent teams and support contact center management objectives.

For mobile supervisors or supervisors who want to be more in tune with their team in the contact center, there is Cisco Mobile Supervisor, which allows supervisors to remain connected to real-time reporting information and monitor their teams from their mobile devices. Supervisors can view a subset of Cisco Supervisor Desktop reports, including a list of queues belonging to a selected team, the queue summary report for a selected queue, and agents belonging to a selected team or a queue, along with their current agent state.

If a problem arises, the supervisor is connected, sees the problem, and can communicate with the team to adjust resources appropriately to meet or exceed customer satisfaction requirements. The Cisco Agent Desktop Browser Edition executes as a thin client from within a commercial web browser, making it easy to deploy and maintain. The Cisco Agent Desktop Browser Edition also includes an agent toolbar, contact data, enterprise data, and agent status information, making it an ideal solution in thin-client applications.

The Cisco Unified Contact Center Express web-based administration provides a run-anywhere, enterprisewide point of control for single- or multisite contact centers. Cisco Unified Contact Center Express transparently integrates information from Cisco Unified Communications Manager and integrates with the Cisco Unified Communications Manager web-based administration to provide cross access and a common interface. Cisco Unified Contact Center Express Administration allows a wide range of real-time reporting statistics across all activity within the contact center, regardless of agent or supervisor location and for all calls in process.

In addition, supervisors can use administrative capabilities to dynamically re-skill agents. The Cisco Unified Contact Center Express solution provides the real-time and historical data necessary for mission critical contact center reporting. Real-time reports are provided at the supervisor level integrated with the Cisco Supervisor Desktop on a per-agent or per-team basis and also at the administration level, across the entire contact center.

The reporting function provides accurate and timely reports on contact center activity, helping managers make informed decisions regarding staffing levels, contact-handling procedures, and technology investments. Standard reporting templates provide automatically operational functions for common reporting needs. Custom reports can extend the standard reporting package to meet specific reporting needs.

Furthermore, the open software architecture of Cisco Unified Contact Center Express allows for export of reporting data in a variety of formats. When Cisco Unified Contact Center Express is deployed with high availability, all servers are members of the Cisco Unified Contact Center Express cluster and can be viewed, monitored, and taken in and out of service.

Using open Internet standards and the inherent capabilities of Cisco devices, Cisco Unified Communications Management Suite helps network managers oversee their converged networks while maintaining confidence that their IP telephony environments, including Cisco Unified Contact Center Express, are performing as expected.

Cisco Unified Communications Management Suite provides real-time, detailed fault analysis designed specifically for Cisco devices in the IP telephony environment. This focus on Cisco devices facilitates monitoring of Cisco Unified IP Telephony technology-based networks for a variety of fault conditions, analysis of these conditions, and notification of network managers through intelligent traps that detail the problem that has occurred.

Functions supporting Cisco Unified Contact Center Express include server discovery, health statistics, subsystem process checks, application run-time status, and other critical network management capabilities. Cisco Unified Contact Center Express software takes full advantage of industry-standard hardware platforms, giving you the benefits of many software functions at a modest hardware cost. The open architecture of the system, which includes an Open Database Connectivity ODBC -compliant database as well as Java interfaces for CTI applications, can integrate with existing contact center solutions, preserving investments in traditional systems and providing a platform for future applications.

Cisco Unified Contact Center Express offers high-availability redundancy for dual server cluster deployments, including support for automatic failover of inbound voice ACD, IVR, and desktop services, as well as database replication and failover and load-balanced redundancy for historical reporting and on-demand recording. The appliance model is a secure, resilient, and robust model that is less complex and provides for faster installs, easier upgrades, and less-frequent patching.

Remote deployment, operation, and support reduce the need for onsite support, potentially shortening maintenance cycles and reducing overall downtime. For example, through a command-line interface CLI to the server, you can perform upgrades to the inactive partition at the customer's convenience and switch to active mode quickly and easily when the updates are complete.

This process can reduce overall downtime for upgrades by 50 percent or more - lowering the overall total cost of ownership TCO for a Cisco Unified Contact Center Express solution. The Cisco Unified Contact Center Express Workflow Editor is the service-creation and scripting environment for mapping business rules to call-flow behavior and call treatments.

This environment is a visual editor that provides a simple, drag-and-drop, easy-to-understand interface for building powerful, custom, business-communication applications. Cisco Unified Contact Center Express can provide a contact-center-in-a-box for inbound and outbound voice on a single server for 1 to agents. Dual server clusters provide a redundant, high-availability option across a virtual contact center. To help maintain network security in the contact center and throughout the enterprise, Cisco Unified Contact Center Express supports Cisco Security Agent, as well as virus-detection software from the major antivirus software vendors.

Cisco Security Agent is a host-based intrusion detection system that provides security to mission-critical enterprise servers and hosts. It provides benefits beyond conventional endpoint security solutions, such as virusscanning software and firewalls, by identifying and preventing malicious behavior before it can occur. This process helps remove potential known and unknown security risks that threaten enterprise networks and applications.

By analyzing behavior rather than relying on signature matching, Cisco Security Agent complements the capabilities of the antivirus software; together, they provide a robust solution to protect your network and reduce operational costs. This allows Cisco Unified Contact Center Express to be part of a virtualized deployment where multiple Cisco Unified Communications applications can be deployed on the same server.

By consolidating servers, virtualization results in significant cost saving and reduction in total cost of ownership TCO. Cisco Unified Contact Center Express supports all critical functional areas of today's contact centers, including:. Following is a summary of what each of these tables describes:.

Tables 1 and 2 list information about Cisco Unified Contact Center Express platform support and compatibility. Licenses are either concurrent or named user licenses. All packaging is per user with the exception of the Inbound Voice High Availability server software option. Concurrent licensing example: Customer has three shifts each of users for a total of unique users.

Customer needs to purchase licenses. Named user licensing example: Customer has three shifts of users for a total of unique users. Table 4 lists inbound voice features available in the different versions of Cisco Unified Contact Center Express 8. Included Included Included Overflow, interflow, and intraflow routing Included Included Included Custom routing based on data from database access for example, data-directed priority routing Included Not available Not available Dynamic priority queuing Included Included Not available Maximum number of definable skills groups Maximum number of skills per agent 50 50 50 Maximum number of routing programs Unlimited no software limitations Unlimited no software limitations Unlimited no software limitations Integrated IVR Features with Server Software Play messages to callers: Music Included through Cisco Unified Communications Manager Music on Hold server or.

As Table 5 shows, outbound preview dialer voice features are available only in the Premium version of Cisco Unified Contact Center Express 8. Each Premium version agent may be either an inbound only, outbound only, or a blended inbound and outbound voice agent. The summary overview of system maximums for inbound and outbound voice shown in Table 7 is for reference only.

Older versions of these servers have lower scalability limits, which you can determine by using the Cisco Unified Communications Sizing Tool. In addition, the BHCC contributed by the preview outbound dialer should not exceed , , , and for server class 5, 4, 3, 2 and 1 respectively.

In case of virtualized deployment, the maximum number of IVR ports is limited by the maximum number supported for a given virtual machine template. Table 8 lists the server classes and the different servers in each class. Cisco Unified Workforce Optimization suite assists contact centers in efficiently managing their personnel to deliver consistent customer service that matches their business goals.

The suite consists of the following components:. Cisco Unified Contact Center Express offers an integrated, full-featured solution for managing customer voice contacts while retaining all the benefits of fully converged Cisco Unified Communications deployment. Cisco Unified Contact Center Express delivers sophisticated call routing, management, and administration features for departmental, enterprise branch office, or small to medium-sized enterprise customer-care needs.

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Figure 4. Cisco Supervisor Desktop. Cisco Desktop Administrator. Step 1. Step 2. Step 3. Cisco Agent Desktop uses call data to execute workflow action to retrieve customer specific record or data from customer-relationship-management CRM system and performs screen pop to display information to the agent prior to answering the call.

Cisco Agent Desktop Software Packages. Table 1. Feature Summary. Supervisor-agent chat. Change agent state. Team messages. Real-time skill and agent statistics, logs, and report displays. Silent monitor, barge in, and intercept.

Cisco Agent Desktop. Agent-initiated chat. Cisco IP Communicator support. Phone directory. Real-time agent report displays. Reason codes. Task buttons. Event-triggered workflows. Integrated browser. Caller data display. Queue status data. Work wrap up agent state. Agent initiated recording.

Configure Cisco Agent Desktop interface. Configure Cisco Agent Desktop workflows run macro, launch external application. Configure server and desktop monitoring. Cisco Unified Communications Services. These applications use the network as the platform to enhance comparative advantage by accelerating decision time and reducing transaction time.

The security, resilience, and scalability of the network enable users in any workspace to easily connect anywhere, anytime, and anyplace, using any media, device, or operating system. Cisco Unified Communications is part of a comprehensive solution that includes network infrastructure, security, wireless, management applications, lifecycle services, flexible deployment and outsourced management options, and third-party applications.

Cisco Unified Contact Center Express is designed to enhance customer contact interaction management by supporting a highly available virtual contact center with integrated self-service applications across multiple sites. It provides automatic call distributor ACD , network-to-desktop computer telephony integration CTI , interactive voice response IVR , and multimedia contact management to contact center agents over an IP network. It meets the needs of departmental, enterprise branch, or small to medium-sized companies that need easy-to-deploy, easy-to-use, highly available, and sophisticated customer interaction management for up to agents.

Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium to better match product functions with your customer contact interaction management requirements. Cisco Agent Desktop and Cisco Supervisor Desktop are powerful software solutions for the customer contact center. They give customer contact agents and supervisors Service-Oriented Architecture SOA -based tools to increase productivity, improve customer satisfaction, and reduce costs.

For supervisors of agents, the Cisco Supervisor Desktop provides the management framework to monitor, coach, and train centralized or virtual teams:. For customer contact agents, the Cisco Agent Desktop provides a unified set of customer contact application tools in Windows-integrated deployments:. For managers or administrators, Cisco Desktop Administrator provides the ability to configure workflows and desktop settings, and integrate business applications in a packaged paradigm - with no programming required.

The PIM defaults the values to the highest valid preference level. The following example causes the PG to re-map reserve agent 1 and reserve agent 2 preference levels to preference level 15 and 16, respectively. In such configurations, PIM monitors only those extensions, where agents are logged in. Monitoring agent stations That is providing visibility to all station activity results in increased message traffic to the A, increased switch CPU load, and increased network traffic between the PG and Central Controller.

The default mode is to populate the calling field with ANI. This argument defaults to n. In the Advanced tab , ensure that the Agent auto - configuration check box is checked. If you do not select them together, the CED s is not going to get populated on the agent desktop. All Peripheral Targets, both internal that is transfer points and network, requires to be configured as Peripheral Targets in the Unified ICM database.

This is done by using the Configure ICM tool. This ensures complete call monitoring. The agent can log in to a Softphone that has an extension up to ten digits. This ten-digit support applies to Agent Login IDs too. The Agent Login IDs support up to ten digits. Click the Insert button to add records using the Peripheral Monitor Configuration window.

The Peripheral Monitor table is used to specify which station, or range of stations, should be monitored by the PG. Multiple peripheral monitor entries are allowed. Set the Peripheral Monitor Type to Station. When specifying a single station e. When specifying a range of stations e. The ACW keyword must be in upper-case. Only those VDN s that are monitored and for which the Avaya generates call events on their behalf, are considered as being in the call path by the PG when determining the correct Timed ACW value.

Check the Enabled option to put the PIM into service. This option allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. From the Peripheral record, enter the name of the peripheral in the Peripheral name field.

Similarly, in the Peripheral ID field, enter the appropriate value. This is required for the expected call load. Similarly, if you select interface type as TSAPI , you can follow the steps that are listed in the following:. The values you have entered in this field are applicable to the monitored agents. In case if any failure occurs in the connection PIM tries to connect to another host. All the monitoring sessions are started from the beginning against the new AES server.

Run setup. Click on Next button. On License Agreement screen, select the appropriate radio button to accept the terms and license agreement. In case if you want to select another folder, browse to the applicable folder. Click Add to List. A warning message appears. This prompts you to replace the existing DLL files with aes-libeay Select No to cancel. Click Finish to complete the installation process. This enables you to change the server details without running the setup again. The Service Observer feature allows a supervisor to silently monitor the conversation between an agent and a customer by using various monitor options available from the ACD.

The supervisor uses the configured features' codes on the switch to perform service observing. TrunkGroupTimer is the value in the Registry that specifies the interval in seconds in which the PIM generates trunk group value requests. The default value for TrunkGroupTimer in the Registry is set to 10 seconds. The PG also uses the Trunk Group Extension to properly identify an incoming call on translation route applications. Create a default trunk group for use in those instances where a physical Trunk Group does not exist.

For example, Hunt Groups or VDNs that are internal transfer points for agents, and therefore not accessible via an external trunk group, uses the default trunk group to allow the creation of the Peripheral Target. A dummy NTG configuration, with a dummy peripheral number, can be configured and associated with the configured translation routes. No special configuration information is required on an individual trunk basis.

Because the switch provides only the number of trunks-in-use and the trunks-idle, this count allows the Avaya PIM to determine the number of out-of-service trunks. However, a service does appropriate with what users typically identify Call treatment on the Avaya. These other skill groups are sub-skill groups, or subgroups, for the created base priority 0 skill group. A subgroup has a unique priority and is associated with the base skill group.

For every base skill group created, at least one sub-group must be created under it. The PG s require to be cycled every time new subgroup are created. The creation of these subgroups is determined on which subgroup mask is used at the time of the base skill group creation. The subgroup mask can have one of two settings: Peripheral Default or Specified. These settings are specified in the Skill Group Explorer tool. A subgroup is created for each checked box in the Sub Group Mask.

The subgroups are used by the PG to properly log in the agent to the appropriate subgroup based on the agent's skill group skill level. In order to properly account for agent counts and roll up call statistics properly, the subgroup for the agent's skill group requires to be configured in the Unified ICM database.

In Unified ICM , sub-skill groups are created when configuring the skill group priority. It is essential for PG to send constant real-time messages and reports to the Central Controller for each of the configured skill groups. The PG requires to save the reports on the disk so that they are available to the Central Controller at any time.

These operations are demanding sometimes, when many Unified ICM skill groups are configured together. If the number of ACD skill groups and skill group priorities is large, do not use sub-skill groups. This causes increased data flow between the PG and the Central Controller. When the sub-skill group is not configured, the PG reports the skill group peripheral number only.

To avoid the base and sub-skill groups from being created, you must not have a skill group mask selected. Skill Group Configuration: When configuring the skill group, do not select a skill group mask. The peripheral number is required to match the ACD skill group number without the skill group priority.

The reports display all the configured Unified ICM skill groups. When you use a skill group with no priority configured, the reports display one Unified ICM skill group configured for each ACD skill group. This is defined by the ACD peripheral number base skill group. Remove all references to sub-skill groups in the router scripts and agent skill group membership. In the Subgroup Mask tab, in the Skill Group Configuration area, uncheck the Override peripheral default mask check box.

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It enables more effective, more secure, more personal communications that directly affect both sales and profitability. It brings people together by enabling a new way of communicating - where your business moves with you, security is everywhere, and information is always available Cisco Unified Communications is part of an integrated solution that includes network infrastructure, security, mobility, network management products, lifecycle services, flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications.

Cisco Unified Contact Center Express is designed to enhance customer contact interaction management by supporting a highly available virtual contact center with integrated self-service applications across multiple sites. It provides automatic call distributor ACD , network-to-desktop computer telephony integration CTI , interactive voice response IVR , and multimedia contact management to contact center agents over an IP network. It meets the needs of departmental, enterprise branch, or small to medium-sized companies that need easy-to-deploy, easy-to-use, highly available, and sophisticated customer interaction management for up to agents.

Cisco Unified Contact Center Express is provided in three versions -- Standard, Enhanced, and Premium -- to better match product functions with your customer contact interaction management requirements. For complete Cisco Unified Contact Center Express product details, please refer to the appropriate information posted on Cisco.

Cisco Agent Desktop and Cisco Supervisor Desktop are powerful software solutions for the customer contact center. They give customer contact agents and supervisors Service-Oriented Architecture SOA -based tools to increase productivity, improve customer satisfaction, and reduce costs. For supervisors of agents, the Cisco Supervisor Desktop provides the management framework to monitor, coach, and train centralized or virtual teams:. For customer contact agents, the Cisco Agent Desktop provides a unified set of customer contact application tools in Windows-integrated deployments:.

For managers or administrators, Cisco Desktop Administrator provides the ability to configure work flows and desktop settings, and integrate business applications in a packaged paradigm -- with no programming required. Cisco Desktop Administrator:. Basic customer interaction functions include make or answer call, terminate call, hold call, transfer call, conference call, agent work state control, call status display, and agent status display Figure 1.

Customer information is presented to the agent through an enterprise data window Figure 2 and optional screen pops Figure 3. Cisco Agent Desktop for Cisco Unified Contact Center Express Standard version gives agents a full-featured user interface for managing calls and their work state. Chat messaging between the agent and the supervisor or, if enabled, between agents, allows the agent to chat with others and to get timely information while assisting callers.

Reason codes allow management to accurately track agent state changes. Cisco Agent Desktop is extremely flexible in presentation, requires minimal screen space, and is easily configured to meet varied and specific needs of the customer contact center. Standard features include:. Cisco Supervisor Desktop for Cisco Unified Contact Center Express allows supervisors to perform management and agent collaboration functions directly from their desktop; management and collaboration functions include agent status, agent state control, Silent Monitoring, Barge In, Call Intercept, Chat, Team Messaging, and Record Figure 5.

The Cisco Supervisor Desktop gives the virtual contact manager an extensive list of tools to interactively collaborate with agent teams to efficiently manage and improve contact center performance metrics. Through the Cisco Supervisor Desktop, the supervisor can view a display of agent states log in, log out, and ready , change agent states, and view call information.

Monitoring features also allow the supervisor to silently monitor agent-client interaction, status, enterprise data, and call history, as well as recorded agent-customer conversations. When intervention or assistance is necessary, the Cisco Supervisor Desktop also provides the means to silently communicate with agents through Text Chat and with the entire team through Team Messaging.

The Cisco Desktop Administrator allows system administrators to define and configure the behavior of agents' desktops and configure work flow from a centralized location. Administrators can choose which controls are visible on the agent's toolbar, define unique icons for agent toolbar buttons, configure reason codes and phone directory, and customize the user interface of agent desktops. It also allows flexible configuration of Cisco Agent Desktop to meet various operational needs and maintain overall work-flow automation efficiently and cost-effectively.

From the Cisco Desktop Administrator interface, system administrators can configure the automatic transition of agents to the next ACD state or set up automatic answering, reducing ring time and increasing agent efficiency. Keystroke macros allow administrators to easily set up routine actions that change applications and accelerate task completion, without software coding. Cisco Desktop Administrator also provides simplified administration for high-end functions, such as screen pops, task automation, reminder and utility actions, Web integration, and launch of external applications.

Cisco Agent Desktop Enhanced and Premium versions integrate easily with third-party applications without custom programming. This capability reduces call duration and allows agents to resolve a client inquiry in a single call. Events such as startup, shutdown, agent state change, ringing, answering, hang-up, and time of day can be used to trigger evaluation of work-flow rules and initiate actions. For example, consider the following work flow:.

Integration actions include the following: Web integration, launch external application, and run macro action as follows:. Features of the Cisco Agent Desktop software packages differ in the three versions of Cisco Unified Contact Center Express to meet the price and performance needs of today's call centers Table 1.

Using the Cisco Lifecycle Services approach, Cisco and its partners offer a broad portfolio of end-to-end services to support the Cisco Unified Communications System. These services are based on proven methodologies for deploying, operating, and optimizing IP communications solutions.

Initial planning and design services, for example, can help you meet aggressive deployment schedules and minimize network disruption during implementation. Operate services reduce the risk of communications downtime with expert technical support, and optimize services enhance solution performance for operational excellence. Cisco and its partners offer a system-level service and support approach that can help you create and maintain a resilient, converged network that meets your business needs.

Cisco Unified Contact Center Express offers an integrated, full-featured solution for managing customer voice contacts while retaining all the benefits of fully converged IP telephony deployment. Cisco Unified Contact Center Express meets the need for adjunct ACD as well as both formal and informal contact centers by delivering sophisticated call routing, management, and administration features for departmental, enterprise branch, or small to medium-sized enterprise customer-care needs.

Finesse supports the configuration of multiple lines on agent phones if Unified CCE is configured for multiline. You can configure one or more secondary lines on an agent phone. However, the Finesse server blocks any events that are sent by the CTI server as a result of operations on an agent's secondary line. The Finesse server does not publish these events to the Finesse clients. Information about calls that agents handle on their secondary lines does not appear on the Finesse desktop.

Because this configuration option is a peripheral-wide option, if you enable Multi-Line for even one agent who uses an Series or Series phone, you must enable it for all agents. CVP provides prompting, collecting, queuing, and call control services using standard web-based technologies.

The CVP architecture is distributed, fault tolerant, and highly scalable. The Unified CCE scripting environment controls the execution of building-block functions such as play media, play data, menu, and collect information. These applications can return results and control to the Unified CCE script when complete. Unified CVP can support multiple grammars for prerecorded announcements in several languages.

CVP can optionally provide automatic speech recognition and text-to-speech capability. Voice and video calls can remain queued on CVP until they are routed to a contact center agent or external system. The system can play back music or videos while the caller is on hold. When Unified CCE routes the call to an agent, the agent can send videos to a caller from the agent desktop application. Unified CVP also supports the Whisper Announcement feature to play a prerecorded announcement to the agent when the agent answers the call.

The telephony trunks are terminated at the Voice Gateway. Unified Communications Manager provides the call processing and switching to set up a g. It is used for a highly scalable deployment because it provides CallRouters, data servers, and so forth for each product; although there are more components to manage and maintain.

To ensure accurate operation and reporting, all the components in your contact center solution must use the same value for the time. The following table outlines the needs of various component types in your solution. Windows machines in the domain point to, and are automatically in synch with, the primary domain controller for NTP.

They require no configuration for NTP. Cisco Unified Contact Center Enterprise CCE is the software application that provides the contact center features, including agent state management, agent selection, call routing and queue control, VRU control, CTI Desktop screen pops, and contact center reporting. With the flexibility of virtual machines, you can scale and size Unified CCE software to meet various deployment requirements.

This topic describes the main components of the Unified CCE product. Following sections describe some key concepts and terminology and go into more detail on some of the components. The number and type of components that can run on one server is primarily based on busy hour call attempts BHCA and the size of the VM. Other factors that impact the hardware sizing are the number of agents, the number of skill groups per agent, the number of Unified IP IVR ports, the number of VRU Script nodes in the routing script, Expanded Call Context ECC usage, and which statistics the agents need at their desktops.

The core Unified CCE software components are listed here and described in greater detail later in this chapter. Makes all routing decisions on how to route a call or customer contact. The Router is a part of the Central Controller. The database server that stores contact center configuration data and temporarily stores historical reporting data for distribution to the data servers.

The Logger is a part of the Central Controller. Configuration interface and real-time and historical data storage for example, for reporting. There are several different deployment models described later in this chapter. Configuration interface. It is a lighter weight deployment because it does not require a local database and it is deployed to allow more places from which to configure the solution.

Provides web browser-based real-time and historical reporting. You deploy the CallRouter and Logger in a paired redundant fashion. The two sides of the redundant deployment are referred to as Side A and Side B. In normal operation, both sides are running. When one side is down, the configuration is running in stand-alone mode.

These modes are occasionally referred to as duplex and simplex modes. Stand-alone simplex deployments of the CallRouter and Logger are not supported in production environments. You must deploy these components in redundant pairs. The two sides are for redundancy, not load-balancing. Either side can run the full load of the solution. The A and B sides both execute the same set of messages and produce the same result. In this configuration, there logically appears to be only one CallRouter.

The CallRouters run in synchronized execution across the two VMs, which mean both sides process every call. During a failure, the surviving Call Router picks up the call midstream and continue processing in real time and without user intervention. The Peripheral Gateway PG components run in hot-standby mode, meaning that only one PG is active and controlling Unified Communications Manager or the appropriate peripheral.

When the active side fails, the surviving side automatically takes over processing of the application. During a failure, the surviving side runs in simplex mode until the redundant side is restored and the configuration automatically returns to redundant operation. The CTI OS component provides fault tolerance through a pair of servers that operate together and back up each other. There is no notion of an active and passive server, or of a primary and secondary server.

Both servers are always active. Clients can connect to either server. During the failure of any one server, clients can automatically reconnect to the alternate server. You can deploy multiple pairs for scalability. For scalability requirements, some deployments may require multiple PIMs for the same cluster. The following figure shows the communications among the various PG software processes. In larger, multisite multi-cluster environments, multiple Agent PGs are usually deployed.

When multiple clusters are deployed, Unified CCE tracks all the agents and calls centrally. Unified CCE is able to route the calls to the most appropriate agent independent of the site or cluster that they are using, thus making them all appear to be part of one logical enterprise-wide contact center with one enterprise-wide queue. Cisco Finesse Desktop —Cisco Finesse is a web-based desktop solution that allows for the extension of the desktop through standardized web components.

Cisco Finesse offers:. See the Deployments chapter for more details on deployment options and requirements. The AW acts as the authentication server for Cisco Finesse. In a Finesse deployment, the AW is mandatory and must run in high-availability mode both a primary and backup AW. The configuration options include, for example, the ability to add agents, add skill groups, assign agents to skill groups, add dialed numbers, add call types, assign dialed numbers to call types, or assign call types to routing scripts.

The Administration Server and Administration Client also have the tool Script Editor, which is used to build routing scripts. Routing scripts specify how to route and queue a contact that is, the script identifies which skill group or agent handles a particular contact. AWs are deployed in pairs for fault tolerance.

During normal operation, the primary AW communicates directly with the Central Controller for configuration data and the secondary AW connects to the primary AW for the data. Each AW can be deployed in the same location as, or remote from, the Central Controller.

A secondary AW need not be co-located with the primary AW. If you connect with the secondary AW, you see errors when saving configuration changes. Multiple Administration Clients can be deployed and connected to either primary or secondary AWs. An Administration Client must be geographically local to its AW. Administration Clients and Administration Workstations can support remote desktop access.

But, only one user can access a client or workstation at a time. Unified CCE does not support simultaneous access by several users on the same client or workstation. As such, Administration Clients cannot connect to them and they cannot display real-time data in Script Editor. In a hosted environment, multiple instances may be installed and configured and the Select Administration Instance tool may be used to switch between the instances.

Real-time reports combine these two types of data to present a near-current transient snapshot of the system. The HDS stores historical data summarized in 15 or 30 minute intervals and is used for reporting. DDS stores detailed information about each call or call segment and is used for call tracing. Data may be extracted from either of these sources for warehousing and custom reporting.

In very large deployments, it might be desirable to separate them for scalability. The Unified CCE Reporting solution provides an interface to access data describing the historical and real-time states of the system. This description is independent of the reporting user interface being used. This platform is a web-based application offering many Web 2.

Unified Intelligence Center incorporates a security model that defines different access and capabilities for specific users. Unified Intelligence Center Premium is an optional product with additional features. Use one PG user for each PG pair. Every subscriber within a cluster can execute an instance of the CTI Manager process. When a call for the contact center arrives at the VG, subscriber 1 sends an intra-cluster message to subscriber 2.

Subscriber 2 sends a route request to Unified CCE to determine how to route the call. However, they each use a different user ID. When the PIM is redundant, only one side is active and in communication with the cluster. Routing control messages provide a way for the cluster to request routing instructions from Unified CCE.

Device monitoring messages provide a way for the cluster to notify Unified CCE about state changes of a device phone or a call. Device control messages provide a way for the cluster to receive instructions from Unified CCE on how to control a device phone or a call.

For example, when a subscriber receives the routing response from Unified CCE, the subscriber sends the call to an agent phone. The subscriber notifies Unified CCE that the phone is ringing. That notification enables the answer button on the agent desktop. When the agent clicks the answer button, Unified CCE instructs the subscriber to make the phone go off-hook and answer the call. Through this association, the subscriber knows which application provides routing control for that CTI Route Point.

When an agent desktop signs in, the PIM requests a subscriber to allow the PIM to begin monitoring and controlling that phone. Until the agent signs in, the subscriber does not allow Unified CCE to monitor or control that phone. The Unified CCE peripheral manages the agent devices based on the Extension Mobility profile rather than on a phone device in the Application User on the cluster.

You can associate Extension Mobility devices using two methods; either by device or by user profile. Configuring the EM Profile, instead of the device, provides more flexibility in which phones agents can use in the call center. Configuring the phone device limits which devices the agents can use.

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