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Cisco Agent Desktop

Troubleshoot a Cisco Agent Desktop Installation Error

Document ID: 110945

Updated: Oct 07, 2009

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Introduction

When Cisco Agent Desktop (CAD) is installed in the Cisco IP Contact Center (IPCC) Express environment, the This installation is not fully configured. See product documentation for properly configuring your system error message appears. This document provides information on how to troubleshoot the error.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco Unified Communications Manager

  • Cisco Customer Response Solutions (CRS)

  • Cisco Agent Desktop

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco Unified Contact Center Express version 5.0 or later

  • Cisco Unified Communications Manager Business Edition version 6.1 or later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When a user tries to install Cisco Agent Desktop in the Cisco IP Contact Center (IPCC) Express, the This installation is not fully configured. See product documentation for properly configuring your system error message appears.

Solution

CAD services must be installed on machines that run an English language operating system. Therefore, before you proceed with the solution, ensure the same by performing these steps:

  1. Go to the registry on the CAD server via HKEY_Local_Machine\Software\Spanlink\CAD\Site Setup.

  2. Check the CALLCENTERLANG, which will show a number. The number 1033 denotes English.

  3. Also, check DEPLOYTYPE to see which CUCM IP address it points to.

Complete these steps to finish the installation:

  1. Open a command window on the CAD server and navigate to the C:\Program Files\Cisco\Desktop folder.

  2. Enter these commands, pressing Enter after each line:

    1. .\bin\transform.bat 1033
    2. cd bin
    3. piupdate CCM <IP Address of Node 1>< IP Address of Node 2> !--- (if applicable)

      For example: piupdate CCM xx.xx.xx.xx xx.xx.xx.xx

    4. Navigate to the C:\Program Files\wfavvid\tomcat_appadmin\webapps\TUP\CAD folder and verify that these MSI files are in the folder:

      1. Cisco Desktop Administrator.msi

      2. Cisco Agent Desktop.msi

      3. Cisco Supervisor Desktop.msi

    5. After performing these steps, you can proceed with the installation.

Problem

This pop-up error is received: Unable to download file. Could not open request. This occurs when launching CAD. You can select OK and the error goes away, and CAD will load. However, the automatic updates are not functioning.

cad-error-trshoot-01.gif

Solution

The issue is with the proxy server. When you disable the proxy it works fine. These are the two workaround for this issue:

  • Disable the Proxy.

  • Turn off automatic updates in PostInstall.exe.

Related Information

Updated: Oct 07, 2009
Document ID: 110945