[cisco-voip] UCCX Agent types

[Mike King]

I'm currently re-evaluating how we're doing our Call Centers.
UCCX 7.1 Enhanced license.

Currently we have the Agents logging into a phone via Extension Mobility,
and then the Cisco Agent Desktop (CAD).

The agents do all of they're work in applications that do not have any
CTI capabilities. Basically, they minimize the CAD down as small as they
can, make it stay on top, and stick it in the corner just to get how many
calls are in the queue.

So, my question is:

How does the Phone agent work in practice?  How would it work with extension
Mobility?  Would it replace it?

How does the Browser agent stack up to the CAD?

We're hoping that a future version of the software we use has
CTI capabilities, but we're not holding our breath.  But assuming it does
happen, Can the browser agent do anything with it?

I just have to ask, can the phone agent do anything with CTI?

Just reading the overviews of the agent's, I'm leaning towards the phone
agent, since they aren't really using the CAD.  But I've never seen it in
practice, and you never know till you see it work.

Any suggestions are welcome.
Mike
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