How To Install Live Agent Assist

Quincey Bernard

Modified on: Mon, 14 Sep, 2026 at 10:26 AM

How to Install Live Agent Assist

Live Agent Assist is a lightweight Windows desktop client that runs on each agent's machine. It captures the agent's headset audio in stereo and transcribes the conversation in real time.

The live transcript powers two MaxContact capabilities: Conversation Analytics, which scores and analyses calls against your evaluation criteria, and Contact Hub, where the transcript drives AI-generated agent wrap summaries at the end of each interaction.

This article covers the system requirements, prerequisites, and both manual and silent (mass) deployment of the client to agent machines. For more information on the feature itself, see Live Agent Assist.

Note. Live Agent Assist now updates itself automatically. Applying an update requires local administrative permissions on the agent machine. Where agents run as standard users without local admin rights, the client detects new versions but cannot install them, and the machine stays on its current build until an administrator applies the update. See Updates below.

Before you start

The Live Agent Assist MSI is code-signed and has been independently reviewed. Verify the digital signature before deployment by right-clicking the file, selecting Properties, then Digital Signatures, to confirm the publisher and integrity.

The client captures headset audio in stereo, so each machine needs a working microphone or headset input, with permission for the client to access it. Confirm your Windows microphone privacy settings allow desktop apps to use the microphone, and that any endpoint security or DLP policy permits the client to capture audio and reach your MaxContact System URL.

Minimum system requirements

Each agent machine should meet the following specification. Requirements differ slightly depending on whether agents use a soft phone / WebRTC or a hard phone.

Component	With soft phone / WebRTC	Hard phone
Processor (minimum)	i5 2.4 GHz (Gen4 Haswell) dual core	i5 2.0 GHz (Gen4 Haswell) dual core
Processor (recommended)	i5 2.4 GHz (Gen5 Broadwell) and above, quad core	i5 2.0 GHz (Gen5 Broadwell) and above, quad core
Memory (minimum)	4 GB	4 GB
Memory (recommended)	8 GB	8 GB
Operating system	Windows 10 and above	Windows 10 and above
Local permissions	Local administrative permissions required to install and to apply auto-updates	Local administrative permissions required to install and to apply auto-updates

Each machine must also be able to reach https://[customer].maxcontact.com/ over HTTPS (TCP 443). A stable connection is recommended for reliable real-time transcription and for the client to retrieve updates.

Manual installation (per machine)

Use this method to install on a single machine, for example when piloting or troubleshooting. (Download installer here)

Copy the MSI to the target machine, or to a network share it can reach.
Run the installer by double-clicking the MSI, or right-click and select Install. Approve the UAC prompt if it appears.
Follow the setup wizard and accept the defaults unless directed otherwise. The publisher shows as verified, confirming the code signature.
Launch Live Agent Assist once installation completes.
Configure the System URL, as described below.
Restart if prompted, then verify the client is running.

Note. Local administrator rights are required to install the client manually.

Configure the System URL

After installation, point the client at your organisation's environment. Select the gear icon in the title bar to open Settings, then enter your System URL: https://[customer].maxcontact.com/. Enter the URL exactly as shown, including https:// and the trailing slash, then select Save.

Note. Settings are preserved across auto-updates, so you do not need to re-enter the System URL when the client updates itself.

Silent and mass deployment

To roll the client out to every agent machine at once, deploy the MSI silently using msiexec and push it through your management tooling: Group Policy, Microsoft Intune, or SCCM / Configuration Manager.

(Download Live Agent Assist installer here)

Silent install command

Run an elevated command prompt and use the standard MSI switches. Replace LiveAgentAssist.msi with the exact filename supplied:

msiexec /i "LiveAgentAssist.msi" /qn /norestart /l*v "%TEMP%\LAA_install.log"

To uninstall, useful when re-deploying manually:

msiexec /x "LiveAgentAssist.msi" /qn /norestart

Note. If you want the System URL set automatically during a silent install, rather than configured through Settings, check with your MaxContact contact whether your build supports an MSI property or transform for the System URL. The exact property name is build-specific, so confirm it before you script a mass rollout. Until confirmed, set the System URL through the in-app Settings screen.

Deployment tooling

Group Policy (GPO): assign the MSI as a per-machine software installation under Computer Configuration > Software Settings. Machines install it on next reboot.
Microsoft Intune: upload the MSI as a line-of-business app, or wrap it as a Win32 app, target the agent device group, and set it to Required. For the packaging and app-upload steps, follow Microsoft's own guides: Prepare a Win32 app to be uploaded to Microsoft Intune and Add and assign Win32 apps to Microsoft Intune.
SCCM / Configuration Manager: create an Application or Package using the silent command above and deploy it to the agent device collection.

All three install in the machine context, so they supply the permissions the installer needs. That covers the initial install only. Auto-update depends on the permissions available on the machine when an update is released.

Verify the deployment

Confirm the install. Live Agent Assist appears in Apps & features, and the client launches without error.
Check the System URL. Settings shows https://[customer].maxcontact.com/.
Test audio capture. Make a test call and confirm the client is capturing headset audio.
Confirm downstream data. Verify the transcript reaches Conversation Analytics and that a wrap summary is generated in Contact Hub.
Confirm auto-update can apply. Check the account running the client has local administrative permissions, and record any machines where it does not.

Updates

Live Agent Assist keeps itself up to date. The client checks for new versions and installs them automatically, so routine re-deployment of the MSI is not required.

Note. Auto-update replaces files in the installed application directory, which needs local administrative permissions on the agent machine. Where those permissions are available, updates apply silently in the background. Where they are not, the client stays on its current version until an administrator applies the update, either directly on the machine or by re-deploying the MSI.

Where auto-update is available

There is nothing to do. The client detects, downloads and installs new versions itself.
The System URL and other in-app settings are preserved across updates.
Each machine needs continued HTTPS access to your MaxContact environment so the client can check for and retrieve updates.

Fallback: manual re-deployment (locked-down estates)

Many organisations do not grant agents local admin rights on their machines. In that case, auto-update cannot apply, and updates are pushed the same way the initial install was.

Keep your silent deployment configuration ready, so a re-deploy is a single push.
Record the deployed version against each machine or device collection, and note which machines rely on manual updates rather than auto-update.
Where a new build is provided, uninstall the old version before installing the new one, unless MaxContact advises that an in-place upgrade is supported.
Your management tooling installs in the machine context, so it supplies the administrative permissions the update needs, without granting agents local admin rights.

If you are unsure which route applies to a given group of machines, your MaxContact contact can help you work through it with your IT team.