[cisco-voip] CRS ES Patch update - Question

[Micah Bennett]

Thanks for the information.  I don't have the experience or the
knowledge to question your statement, but I don't find any mention of a
requirement that PC users have local admin rights if they are going to
use the CAD application, either in the Release notes or the Install
guide.  It is totally possible that I missed it, but a search on "Admin,
Rights, or Requirements" shows nothing other than the OS information
needed on the client machine.  

 

We have been on IPCC express using CAD for a year, with none of the
issues you mentioned.  We have two 50 seat call centers and are staffed
24x7x365 with at least two different agents using the same desk on
different shifts during the day.  None of our call center agents have
local admin rights on any machine.  In fact, the client machines for the
call center agents are about as locked down as they can get.  Our silent
monitoring works fine and the failover for our HA CRS environment has
worked flawlessly when we have needed it.

 

I have even had a few CAD issues where I opened a TAC case, and they
have never asked if the agent in question has local admin rights on the
machine.  Ill keep my fingers crossed that the ES does not generate a
CAD update, but Ill be prepared if it does.

 

Thanks. Micah

  _____  

From: Jason Aarons (US) [mailto:jason.aarons at us.didata.com] 
Sent: Thursday, August 14, 2008 2:51 PM
To: Jonathan Charles; Micah Bennett
Cc: cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] CRS ES Patch update - Question

 

Not having the Local Administrator rights makes this install
unsupported. Usually once I tell a customer this they grant the end user
the rights. It's documented in the release notes, and CAD installation
guide.

 

RIghts also effects Silent Monitoring, failover and other features.

 

I've been in similar situation and it took many additional hours to
determine the root cause was the missing rights.  In my case failover
wasn't working right, yet it seemed everthing works without the Local
Admin rights.

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jonathan
Charles
Sent: Thursday, August 14, 2008 3:45 PM
To: Micah Bennett
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CRS ES Patch update - Question

 

It really depends on whether the ES updates the CAD software... if it
does, then yes.



Jonathan

On Thu, Aug 14, 2008 at 2:15 PM, Micah Bennett <mbennett at als-xtn.com>
wrote:

Hello All

Running CRS 4.05

A few months ago I installed the SR2 Patch for CRS 4.05.  After I did
this, I had to go around and update the Cisco Agent Desktop software on
all the call center client PCs because those users do not have admin
rights to install software and they could not do the update under their
network login.  Everything still worked properly on the stations that
were delayed in getting the update, so my guess is that the update to
the CAD was fairly transparent.  It did cause an entry of -Desktop SR 2-
to show up in Add/Remove programs.

I am getting ready to install an ES patch to SR2 for a bug fix.  I was
wondering if this is going to cause another update to the CAD software.
Last time was a bit of a surprise and although it was not service
impacting, a few people on the call center side were alarmed when it was
different the next day.  I just want to be prepared this time if we are
going to have to do an update again. 

Micah Bennett

Telecommunications Admin

Automated License Systems


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