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Cisco Agent Desktop (CAD) 6.0(2) Service Releases

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Description

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This Cisco Agent Desktop(CAD) Service Release CAD602_SR4.exe, must be installed on all CAD 6.0(2) servers and clients. (6.0(2) will show as version 6.0.1.15 in Add/Remove or Help/About)

This Service Release is cumulative. It contains and will apply the previous Service Releases described below.

This Service Release contains the following resolved defects:

Defects resolved in SR4

CSCsc05522 --- Personal phone books disappear after application of SR3

CSCsc07238 --- Unable to record. RPserver negative count issue.

CSCsc07262 --- Cannot monitor/record first call of day

CSCsc13488 --- Error message appearing when selecting certain calls to playback

CSCsc44065 ---Wrap up data does not appear in the agent ACD State log report.

Defects resolved in SR3

CSCsb61744 --- Agent can't disconnect via the toolbar after receiving transferred call

CSCsb17021 --- Recording does not recover after interruption in RTP stream

CSCsb25838 --- No enterprise data in CAD integrated browser with HTTP post/get action

CSCsb61904 --- No enterprise data in contact management pane of CAD w/Periphonics IVR

CSCsb41532 --- CAD Spv Team Reports for Team Skill Stats Show N/A for All Fields

CSCsb19627 --- Agents can not see phonebook after CAD server failover

Defects resolved in SR2

CSCsa36992 --- Silent monitoring and recording do not work with agents using VPN

CSCsa82425 --- Make call action combining mouse and keyboard displays unexpected results

CSCsa63991 --- CRSAdminUtil.exe, CRSInstallUtils.dll missing from off board VoIP server

CSCsa95993 --- Not getting enterprise data to appear in the enterprise data window

Defects resolved in SR1

CSCsa53596 --- Agent and Supervisor not able to communicate to RASCAL service.

CSCsa57144 --- Citrix Agent gets error "The Cisco Agent Desktop Software update failed".

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Install Instructions:

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It is recommended that you apply this Service Release during a maintenance window because this procedure restarts several CAD services.

Before you install this Service Release, you must complete the installation of the base Cisco Agent Desktop 6.0(2) product.

Before installing this Service Release, you must log in to the CAD servers/clients as an administrator.

CAD Servers

Step 1: Download the CAD602_SR4.exe file to your CAD server(s). Make a note of the location where you saved the downloaded file.

Step 2: Double-click the downloaded file.

Step 3: The Service Release begins installing and will replace files and restart services as needed.

Step 4: When the InstallShield Wizard program is finished, a screen will display saying the installation is complete.

Step 5: Depending upon your OS, you may be asked to reboot. You MUST select "Yes" in order for all of the components to be installed

CAD Clients

Step 1: Download the CAD602_SR4.exe file to your CAD client(s). Make a note of the location where you save the downloaded file.

Step 2: Close all running desktop applications.

Step 3: Double-click the downloaded file.

Step 4: The Service Release begins installing and will replace files as needed.

Step 5: When the InstallShield Wizard program is finished, a screen will display saying the installation is complete.

Step 6: Depending upon your OS, you may be asked to reboot. You MUST select "Yes" in order for all of the components to be installed.

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Uninstall Instructions

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Step 1: Choose Start > Settings > Control Panel > Add/Remove Programs.

Step 2: Click the program to uninstall (Desktop SR 04).

Step 3: Click Change/ Remove

Step 4: During the uninstall process, you will be asked to reboot. You MUST select "Yes" in order for all of the

components to be removed.

Step 5: After the restart of the CAD server PC the system will be back to its Base level software state.

Example: If you went from SR 01 to SR 04, and then remove SR 04 the system will be back to a level with NO SR's. You must then re-install SR 01 if you wish to get the system back to software level SR 01.