Cisco Agent Desktop (CAD) 4.6(0) Hotfixes

 

Description

This Cisco Agent Desktop(CAD) Hotfix, CAD46_HF4.exe, must be installed on all CAD 4.6(0) servers and clients.  This hotfix is cumulative.  It contains and will apply the previous hot fixes described below.

This Hotfix contains the following resolved defects:

Defects resolved in Hotfix4

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

Condition:         Agents using Cisco VPN client 3.x.  Only half of the conversation will be heard by the supervisor.

 

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

Condition:         Combination of using the mouse and keyboard when making a call produces unexpected results.

 

CSCsb33989 --- Recording and monitoring does not work with packet sizes other than 20ms

Condition:         Occurs when Call Manager preferred packet size is something other than 20ms.

 

Defects resolved in Hotfix3

CSCsa20309 ---FCRasSvr high resource utilization/memory leak.

Condition:         Seen with a large number of VoIP monitor servers.

 

CSCsa37320 ---Agent call logs show old calls when recordings have been saved.

Condition:         Agent call log viewer shows old entries.

 

CSCsa37922 ---The CAD application/process does not fully shut down when closed.

Condition:         agent.exe process remains in Task Manager after CAD shutdown.

Defects resolved in Hotfix 2

CSCsa31014 ---RPC Server is Unavailable message upon CDA close.

Condition:         When administrator exits CDA after selecting ‘Enterprise Data’ link followed by ‘Phone Book’ link.

Defects resolved in Hotfix 1

CSCma27531 ---Changes to ECC variables by agent are not propagated to ICM.

Condition:         Whenever an agent changes the value of the ECC variable.

 

CSCed17713 ---Large averages appearing in statistics for Supervisor and agent.

Condition:         Random

 

CSCma26709 ---IP Phone Agent Extensions not going in service under heavy load.

Condition:         When hundreds of agents are logging into system at the same time.

 

Files Affected in Hotfix 4:

Server

FCVoIPMonClientRec.dll

FCVoIPMonClient.dll

 

Client(Agent/Supervisor)

Agent.exe

FCVoIPMonClientRec.dll

FCVoIPMonClient.dll

 

Files Affected in Hotfix 3:

Server

FCRasSvr.exe

DAClient.dll

 

Client(Agent/Supervisor)

FCVoIPMonClientRec.dll

DesktopMonitor.dll

DAClient.dll

 

Files Affected in Hotfix 2:

Client(Admin)

SplkView.exe

SplkView.tlb

TSSPAdmin.exe

TSSPAdmin.tlb

TSSPAdmin.cfg

 

Files Affected in Hotfix 1:

Server

CTI Storage Server.exe

FCRasSvr.exe

slapd.conf

server.xml

 

 

Pre-Installation Instructions:

 

Step 1: Create a new backup folder on the client(s)/server(s). (ie. "CAD_HF_Backup")

 

Step 2: Manually, make a back up copy of the relevant files listed in the Files Affected section to the backup folder.

Examples:

- If you are applying HF4 to a system that has no previous Hotfixes, back up all files listed in the Files Affected section of HF1, HF2, HF3 and HF4

- If you are applying HF4 to a system that has existing HF1, back up all files listed in the Files Affected section of HF 2, 3 and 4.

- If you are applying HF4 to a system that has existing HF3, back up all files listed in the Files Affected section of HF4 only.

 

Install Instructions:

 

It is recommended that you apply this Hotfix during off-peak hours because this procedure restarts several CAD services.

Before you install this Hotfix, you must complete the installation of the base Cisco Agent Desktop 4.6(0) product.

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

CAD Servers

Step 1: Download the CAD46_HF4.exe file to your CAD server(s). Make a note of the location where you save the downloaded file.

 

Step 2: Double-click the downloaded file.

 

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

 

Step 4: When the InstallShield Wizard program is gone from the toolbar the installation is complete.

 

 

CAD Clients

Step 1: Download the CAD46_HF4.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: When the InstallShield Wizard program is gone from the toolbar the installation is complete.

 

Uninstall Instructions

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

Step 2: Click the program to uninstall (Hot Fix 04 for: Base, Agent, Supervisor or Hot Fix 04 for: Base, Servers, Administrator).

Step 3: Click Change/ Remove

Step 4: Copy the previously saved backup files (that were made from the Pre-Install section) over the existing files.

Step 5: Restart CAD clients and CAD servers.  The system will be back to its pre-HF4 state (ie. If you went from HF1 to HF4, the system will be back to HF1 level).