Before installing and configuring agent and supervisor desktop software for use with Unified CCE, you must complete the following tasks:
Desktop Installation Prerequisite
• Install and configure Unified CM
• Install and configure Unified CCE
About CTI OS Silent Monitor Feature Prerequisites
CTI OS includes a Silent Monitor feature, which enables a supervisor to listen to an agent's call by forwarding voice traffic from an agent's phone to the supervisor's computer. The supervisor listens to the call through the sound card on his/her computer, not the phone.
• If the agent is using a hard phone, connect the agent's computer to the second port on the agent's phone to forward the agent's voice traffic to the supervisor.
• If the agent is using the Cisco IP Communicator soft phone, the supervisor must have a hard phone connected to his or her computer to use Silent Monitor for that agent.
Note: For more information and instructions on configuring the Silent Monitor feature, see the CTI OS System Managers Guide.
Chapter 9: Installing CTI OS Server, Agent and Supervisor Desktop Software for Cisco Unified Contact Center Enterprise About Agent and Supervisor Desktop Installation Prerequisites
About Agent and Supervisor Desktop Installation Tasks
The following table lists the configuration tasks required to CTI OS Server and Agent/Supervisor desktops in a Unified CCE deployment. These tasks should be performed in the order listed.
Instructions for each are included later in this section.
Notes Desktop Installation Task
1. Install and configure the CTI OS Server.
2. Install CTI OS Agent and Supervisor desktops, OR install CAD Agent and Supervisor Desktops.
3. Start CTI OS Services.
How to Install CTI OS Server and Desktops
CTI OS incorporates the CTI OS Server, the CTI OS Toolkit, Agent Desktop, Supervisor Desktop and Client Interface Library.
Note:
• The CTI OS server is installed on the same server as the PG or CG.
• Do not install the desktop software on the PG, CG or CTI OS server.
How to Install CTI OS Server
Step-by-step installation instructions for installing CTI OS Server are included in the chapter
"CTI OS Server Installation" in the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
How to Install the CTI OS Supervisor Desktop
Warning: CTI OS uses certificates (self-signed or third-party) for authentication between the CTI OS server and desktop clients. This is an optional feature and the warning is only applicable if security is enabled when installing the CTI OS server. Before you install the supervisor desktop, you must know which (self-signed or third party) certificate type your company uses. After you install the supervisor desktop, you need to copy key and request files from the client to the Certificate Authority (CA) machine, sign them, and then return signed files to the client. If you are not already familiar with the CTI OS certificate signing procedures used at your company, please consult your CTI OS administrator or the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted before proceeding with desktop software installation.
Chapter 9: Installing CTI OS Server, Agent and Supervisor Desktop Software for Cisco Unified Contact Center Enterprise
About Agent and Supervisor Desktop Installation Tasks
Step-by-step installation instructions for the CTI OS Supervisor Desktop are included in the chapter "CTI Toolkit Desktop Client Installation" in the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
How to Install the CTI OS Agent Desktop
Warning: CTI OS uses certificates (self-signed or third-party) for authentication between the CTI OS server and desktop clients. This is an optional feature and the warning is only applicable if security is enabled when installing the CTI OS server. Before you install the supervisor desktop, you must know which (self-signed or third party) certificate type your company uses. After you install the supervisor desktop, you need to copy key and request files from the client to the Certificate Authority (CA) machine, sign them, and then return signed files to the client. If you are not already familiar with the CTI OS certificate signing procedures used at your company, please consult your CTI OS administrator or the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted before proceeding with desktop software installation.
Step-by-step installation instructions for the CTI OS Agent Desktop are included in the chapter
"CTI Toolkit Desktop Client Installation" in the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
How to Install and Configure Cisco Agent Desktop (CAD)
CAD Pre-Installation Requirements
For CAD applications to work properly, your agents must be organized into teams and some must be designated as supervisors. Create agents, teams, and supervisors in Unified CCE before you install CAD software.
Cisco Agent Desktop (CAD) is an out-of-the-box desktop application that enables the agent to perform agent state control (including login, logout, ready, not ready, and wrap up) and call control (including answer, release, hold, retrieve, transfer, conference, make call). CAD requires use of a Cisco Unified IP phone or Cisco IP Communicator (softphone). Other phones can be used as well using the Mobile Agent option. Other features, such as an integrated chatting application, call recording, and workflow automation, may also be included. See the following figure:
Chapter 9: Installing CTI OS Server, Agent and Supervisor Desktop Software for Cisco Unified Contact Center Enterprise How to Install and Configure Cisco Agent Desktop (CAD)
Figure 7: CAD
Use the following worksheet to assemble the configuration information required during Unified AM installation. Depending on your configuration, you may not need to complete every section of the worksheet.
Value Item
Primary Directory Services Host name / IP address Logical contact center name
Secondary Directory Services Host name / IP address
Base Services
Host name / IP address
Recording & Playback service(s) Host name / IP address
Host name / IP address
VoIP Monitor Service(s) Host name / IP address
Chapter 9: Installing CTI OS Server, Agent and Supervisor Desktop Software for Cisco Unified Contact Center Enterprise
How to Install and Configure Cisco Agent Desktop (CAD)
Value Item
Host name / IP address Host name / IP address Host name / IP address
Unified CM (Publisher) Host name / IP address
Unified CM (Subscribers) Host name / IP address Host name / IP address Host name / IP address Host name / IP address
Unified CM Database Unified CM version Database login ID Database password
ipcc Unified CCE SQL Logger Database
(Located on Central Controller) Instance name
Login ID Password
Side A Host name / IP address Side B Host name / IP address
1000 CTI Service Associated with Unified CM
Peripheral ID
Chapter 9: Installing CTI OS Server, Agent and Supervisor Desktop Software for Cisco Unified Contact Center Enterprise How to Install and Configure Cisco Agent Desktop (CAD)
Value Item
Side A Host name / IP address Port
Side B Host name / IP address Port
CTI Service Associated with Unified IP IVR Peripheral ID
Side A Host name / IP address Port
Side B Host name / IP address Port
CTI OS (Server 1) (Located on PG) Peripheral ID
Side A Host name / IP address Port
Side B Host name / IP address Port
CTI OS (Server 2) (Located on PG) Peripheral ID
Side A Host name / IP address Port
Side B Host name / IP address
Chapter 9: Installing CTI OS Server, Agent and Supervisor Desktop Software for Cisco Unified Contact Center Enterprise
How to Install and Configure Cisco Agent Desktop (CAD)
Value Item
Port
Backup Data Location path
How to Install and Configure Cisco Agent Desktop
To install CAD, follow the step-by-step installation instructions included in the Cisco Agent Desktop Installation Guide.
Unified AM components must be installed in this order:
1. Services
2. Desktop Administrator
3. Supervisor Desktop and Agent Desktops
CAD Services and the Desktop Administrator are installed from the CAD CD. The CAD Configuration application runs automatically after you install the services and Desktop Administrator on the Unified CCX server. Following that, you can change your configuration settings by launching the Desktop Administrator.
The Supervisor and the Agent Desktops are installed from the Web server on which the Unified AM services are installed.
See Also
Cisco Desktop Administrator User's Guide
How to Start CTI OS Services After Installation
The CTI OS Server runs as a Windows service on the host computer. You can start, stop, or cycle the CTI OS Server from the Service Management Page in the Web Setup Tool, which you can run in any supported browser. Optionally, you can use the Unified CCE Service Control tool on the desktop.
To start the CTI OS Service form the Unified CCE Service Control tool, complete the following steps:
Step 1 On the CTI OS Server machine, open Unified CCE Service Control.
Step 2 Select CTI OS Service.
Step 3 Click Start.
Chapter 9: Installing CTI OS Server, Agent and Supervisor Desktop Software for Cisco Unified Contact Center Enterprise How to Install and Configure Cisco Agent Desktop (CAD)
Localizing WebView and Script Editor
You can localize WebView and Script Editor by installing the Language Pack.
This chapter contains the following topics:
• Supported Languages, page 141
• Installing the Language Pack, page 142
• Adjusting the WebView Date Format on MUI Windows 2003 Server, page 143
Supported Languages
English is the default language and is installed with Unified CCE Setup installer. If you want to localize WebView or Script Editor, you must run the Language Pack.
The following 15 languages are supported by WebView:
• English (US)
• French (France)
• French (Canada)
• German
• Spanish
• Italian
• Portuguese (Brazil)
• Japanese
• Chinese (Simplified)
Chapter 10
• Chinese (Traditional)
• Korean
• Russian
• Dutch
• Swedish
• Danish
The following 5 languages are supported by Script Editor:
• English (US)
• French (France)
• French (Canada)
• Japanese
• Chinese (Simplified)
The Language Pack Installer is located on the same DVD with the Unified CCE Setup media.