This document describes the procedure to install Cisco Agent Desktop
client applications, and the process to upgrade to any future desktop software
in a Cisco Intelligent Contact Management (ICM) Enterprise environment.
Cisco recommends that you have knowledge of these topics:
Cisco Agent Desktop
The information in this document is based on these software and
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.
Technical Tips Conventions for more information on document
Move the desktop installation from the desktop share to behind the
Tomcat Web Server. Access the initial desktop installation from a Web page.
Download the installation to the agent PC before you execute the installation.
Complete these steps to install Desktop applications:
Start the browser on the agent PC.
Type http://<Server Name or IP
Address>:8088/TUP/CAD/Install.htm in the Address field (see arrow A
in Figure 1).
Press ENTER. The initial installation page appears (see
Figure 1 – Initial Installation Page
Click DOWNLOAD (see arrow B in Figure 1). The File Download screen appears (see
Figure 2 – File Download
Click OK. The Security Warning screen appears (see
Figure 3 – Security Warning
Click Yes. The Welcome screen appears (see
Figure 4 – Welcome
Click Next. The Installation Server: Location
screen appears (see Figure 5).
Figure 5 – Installation Server: Location
Select the Host Name option and type the host name. Alternatively,
select the IP Address option, and specify the IP address and port number to
connect to the Web server. The default port number is
Click Next. The Options screen appears (see
Figure 6 – Options
Select the required Desktop applications. For example, check the
Agent Desktop check box.
Click Next. The License Agreement appears (see
Figure 7 – License Agreement
Read the License Agreement.
Click Yes. The Destination Folder screen appears
(see Figure 8).
Figure 8 – Destination Folder
Click Browse to modify the destination
Click Next. The Start Copying Files screen appears
(see Figure 9).
Figure 9 – Start Copying Files
Click Next. The Cisco Agent Desktop Setup screen
appears (see Figure 10).
Figure 10 – Cisco Agent Desktop Setup
Read the information related to Network Interface
Click Next. The Installation Results screen
appears (see Figure 11).
Figure 11 – Installation Results
Click Finish to complete the
automatically initiates Desktop updates. True Update contains
Agent, Supervisor, and Administrator Desktop applications. Upon application
launch, if newer software is available on the web server, True Update initiates
the upgrade installation process.
The new software becomes available when you install the latest
Maintenance Release on the server machine. True Update checks the maintenance
and build version. For example, if the agent runs 6.0(1) which is version
220.127.116.11, and the server runs 6.0(2), which is version 18.104.22.168, True Update
upgrades the agent desktop to 6.0(2) when an agent logs in. However, True
Update only checks the version of the application, and not the Service Release
Note: In order to disable the auto-updates, try one of these