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Cisco Agent Desktop (CAD) Personal Address Book

All,

Im in the process of converting our Cisco Agent Desktop from version 4.6 to 7.2. The Agents usually update their Personal Address book by overwriting their .csv file located on their Hard drives. In the new version of CAD (7.2) the .csv file does not exist). Does anyone know how I can import the .csv file into the new CAD Personal Address book (CAD-7.2)?

Any thoughts?

Thanks.

1 REPLY
New Member

Re: Cisco Agent Desktop (CAD) Personal Address Book

(Sorry to cross-post, I also responded in the "Contact Center" thread you started)

Hi RayShawn,

I've seen this question asked a few times, and nobody seems to have a great answer. I did a little digging, and it looks possible -- but difficult.

Depending on the number of agents you have, and the number of address book entries involved, it may be faster to re-enter by hand.

Nonetheless, here's what I've found. I apologize for the extensive citations, and I've footnoted everything at the bottom of this post:

"Cisco Unified CallManager uses a [...](LDAP) directory to store data [...] which interface with the Cisco Unified CallManager. [...] Cisco Unified CallManager stores the following data in the LDAP directory:

•Information for the Personal Directory services, Personal Address Book, and Personal Fast Dials"(1)

I can't say with certainty that these same entries will then show in in Cisco Agent Desktop, however it would stand to reason that they should.

In order to move your agents' .csv data into the LDAP directory, you can use the "IP Phone Address Book Synchronizer" tool.

You should already have the tool installed at "https:///plugins/TabSyncInstall.exe"

where is your own CallManager's internally accessible IP.

A word of caution, though: the synchronizer tool only import Microsoft Outlook Express' .wab files (not the more common .pst files from Outlook). I have no idea why that is the only format available.

This means that you'll probably have to install Outlook Express (OE) on each agent's machine, and have them import the .csv file into their copy of OE.

If you're willing to go this route, check out the excellent "Troubleshooting Personal Directory with Cisco CallManager 3.x and 4.x", which covers the rest of the topic in great detail.(2)

The other possible routes you could try would be:

- To skip using OE and convert your .csv files directly to .wab. The only tool I've seen that could do this would be through using the OpenOffice "Address book integration" API.(3) It handles both csv and wab formats, and is scriptable. However, I wouldn't place any bets on this approach being the easiest way of doing things.

- Or, you could use Softerra's LDAP browser(4) to see if there's a way to access the LDAP directory in a more straightforward manner. I would really recommend backing everything up and attempting this in a purely test environment. Note that Cisco likely uses port 8404 instead of 389.

Sorry for a long and wordy post, I wish I could just point you at a pre-made solution, but it seems to be a gap in Cisco Agent Desktop's abilities to date.

Regards,

-James.

---------------------------------------------------------

(1)http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/dir_plugin/plug431.html

(2) http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00800b2eba.shtml

(3)http://dba.openoffice.org/specifications/address_book_architecture.html#mozTocId548490

(4)http://www.ldapbrowser.com/download.htm

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