This document discusses why the installation of Cisco Agent Desktop or
Cisco Desktop Supervisor through a Cisco PIX Firewall fails in a Cisco IP
Contact Center (IPCC) Express environment.
Cisco recommends that you have knowledge of these topics before you
attempt this configuration:
Cisco IPCC Express
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
The problem happens in the topology setup, as shown in
Figure 1. When Cisco Agent Desktop or Cisco
Desktop Supervisor is installed on the agent desktop in the outside network, a
pop-up window error appears. This error is shown in Figure 2.
Figure 1: Topology
Figure 2: InstallManager Error
This problem is caused because the outside agent cannot communicate
with the Cisco Integrated Contact Distribution (ICD) server because the PIX
Firewall blocks the traffic from the outside agent to Cisco ICD server. The
communication is unidirection. The Cisco ICD server can send traffic to the
outside agent, but the returned traffic from the outside agent to Cisco ICD
server is discarded by the PIX Firewall.
After the firewall is removed, Cisco Desktop Supervisor and CiscoAgent
Desktop are successfully installed on the outside agent desktop. The
alternative is to open the related ports for the firewall, so the Cisco Agent
Desktop can communicate with Cisco ICD server.
Note: Officially, Cisco does not support the installation of Cisco Desktop
Supervisor or Cisco Agent Desktop through any kind of firewalls.