The Cisco Agent Desktop software provides the core component of the Cisco Agent Desktop application: the softphone, workflow automation, login, call and agent event logging, and agent real-time statistics.
With Cisco Agent Desktop, you have the option of using either a Cisco IP Phone (7940 or 7960) or media termination (softphone). The media termination softphone allows the agent to make, answer, transfer, and conference calls. If your version of Cisco Agent Desktop includes media termination, agents do not need a physical IP phone; they can use the Cisco Agent Desktop softphone by itself.
For more information on the Cisco Agent Desktop, refer to the Cisco Agent Desktop User's Guide, available at
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