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Curtis This person is a verified professional. Web-enabled real-time reporting client. Support for third-party MIBs. Tracing and local logging. Voicemail Integration. Voice messaging interface. Maximum number of voice mailboxes supported. Please consult product documentation. Maximum number of voice storage hours. 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 Preview Outbound 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. 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. Standalone Server. Two-Server Cluster. Cisco MCS Customer Service Queues. Historical reporting sessions. Monitoring and recording. Cisco Unified Workforce Optimization. In addition, the Compliance 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 Manager 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. Table 7. Available with Premium only. Available with Standard, Enhanced and Premium. Microsoft Windows Server from Microsoft reseller. Database supported.
Microsoft SQL from Microsoft reseller. Redundancy support. Maximum number of configurable named users supported agents, supervisors, or others. Maximum number of concurrently active users supported total agent, supervisor, or other users.
License type. Named user. Features with Server Software. Voice contact recording. Synchronized agent screen recording.
Extended screen recording for after-call work. Customizable evaluation forms. Agent quality assessment. Evaluation approvals. Role-specific graphical dashboards. On-demand recording. Knowledge worker non-ACD user recording. Agent quality reporting. Ten fields for user-defined call metadata. Table 8. Maximum number of named Workforce Manager users supported agents, supervisors, or others.
Maximum number of concurrent Workforce Manager users supported total agent, supervisor, or other seats. Workforce Manager license type. Contact forecasting. Agent scheduling. Role-based user interfaces. Real-time and historical adherence. Standard performance reports, including agent report card. Cisco Unified Communications Services. For More Information. Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch 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. 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 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. Latest MR MR Meraki MX Platforms. Active Directory 22 Microsoft Windows Active Directory Windows Server Microsoft Windows Active Directory R2 Windows Server R2. LDAP Servers. Version 5. Version 2. Any LDAP v3 compliant server.
Any version that is LDAP v3 compliant. Token Servers. RSA Authentication Manager. Any version that is RFC compliant. Microsoft Azure. Version PingFederate Server. Version 6. PingOne Cloud. Secure Auth. Microsoft SQL Server. Microsoft SQL Server Enterprise Edition Release Social Login for Guest User Accounts.
Cisco SNSK9 small. Cisco SNSK9 large. Cisco SNSK9 medium. Google Pixel 3. OnePlus 6. Samsung S9. Google Nexus 6P. Huawei Mate Pro Apple macOS Microsoft Windows Microsoft Windows 10 Google Chromebook. Google Chrome version 49 or later. Google Chrome Mozilla Firefox. Not tested extensively Native browser Mozilla Firefox Google Chrome. Apple iOS Apple macOS 11, Mozilla Firefox Safari Google Chrome. Microsoft IE Apple iDevice.
Yes Apple profile configurations native. Google Android. Cisco Network Setup Assistant. Apple macOS. When SHA-1 is allowed. Verify your account to enable IT peers to see that you are a professional.
Are you on this release? You can put Agent in logging mode and see what is or isn't being done. Curtis wrote: Are you on this release? Justin wrote: At my previous job we used CAD on Win 7 and all that we had to do differently for it to work was run it in WinXP mode, which you appear to be doing already. Aha, will do and will let you know thank you!
Nope, we have that turned off, but that is a good suggestion. However just in case someone else out there is stuck with the same problem as we were, here is the very strange fix: Copy the install.
Right click and choose "Troubleshoot Compatibility" It will 'detect issues' and put it in windows compatibility mode: 'Skip Version Check' Click 'start program' After it installs, be certain to 'save settings'.
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