How to Install Live Agent Assist
Live Agent Assist is a desktop application that runs alongside Contact Hub, capturing agent and customer audio separately to power real-time transcription and AI-generated call summaries. This guide covers installing it on agent machines. For a full explanation of the feature itself, see Live Agent Assist.
Minimum device specification
| Requirement | Minimum Specification |
|---|---|
| Operating System | Windows 10 and above |
| Processor | i5 dual core minimum, quad core recommended (2.4GHz for softphone, 2.0GHz for hard phone) |
| Memory | 4GB minimum, 8GB recommended |
| Network | HTTPS (TCP 443) access to the customer's MaxContact URL |
| Audio | A working headset or microphone input |
Ad-hoc installation
If you need to install Live Agent Assist on a single machine without a centralised deployment tool, run the installer directly on that machine and follow the steps in the installation wizard.
Access the installer here.
Installing via Intune (MDM deployment)
Live Agent Assist is installed on agent machines via a code-signed MSI installer, deployed through your organisation's IT team using a mobile device management (MDM) tool such as Microsoft Intune.
Licence and machine requirements
Intune licensing is included in many Microsoft 365 and Office 365 SKUs. Check your organisation's licence before proceeding. Full details are available in Microsoft's licensing documentation.
Stage 1: Convert the MSI to an Intune package
Before deploying through Intune, the MSI must be converted to an .intunewin package using Microsoft's W32 Content Prep Tool.
You'll need:
- The Microsoft W32 Content Prep Tool, available from GitHub
- .NET Framework 4.7.2 or later
- The Live Agent Assist installer, available here
- Create a folder at C:\Intune, or a name of your choice.
- Download the W32 Content Prep Tool from GitHub and extract its contents to C:\Intune.
- Download the Live Agent Assist MSI installer. (Available here)
- Right-click the MSI file, select Properties, and under Security select Unblock, then Apply and OK.
- Copy the MSI file into C:\Intune.
- Open a PowerShell window and run the following, replacing LiveAgentAssist.msi with the exact filename of the installer you downloaded:
cd 'C:\Intune' .\IntuneWinAppUtil.exe -c 'C:\Intune' -s 'LiveAgentAssist.msi' -o 'C:\Intune'
- Once complete, an .intunewin file is created in C:\Intune. This is used in Stage 2.
Stage 2: Create and assign the app in Intune
Before starting, confirm which users or devices should receive the app, and whether installation should be required or optional. The recommended approach is to create a dedicated Azure AD group, for example "MaxContact Live Agent Assist – Install Required," and assign users to it.
- Go to admin.microsoft.com and sign in with an account that has the Intune Service Manager or Global Admin role.
- At the bottom of the screen, select Show all, then under Admin Centers choose Endpoint Manager.
- In the left navigation, select Apps, then under By Platform select Windows.
- Select Add.
- For app type, select Windows app (Win32), then select Select.
- On the Add App screen, select Select app package file, browse to the .intunewin file created in Stage 1, and select OK.
- Review the app information, complete any required fields, then select Next.
- Review the install and uninstall commands. Test these on a workstation before deploying to a wider group, then select Next.
- Complete any system requirements on the following screen, then select Next.
- On the Detection rules screen, select Add and configure as follows:
- Set Rule type to MSI,
- Confirm the MSI Product Code (this should populate automatically),
- Choose whether to check the version or only confirm the product ID is present.
- Select OK, then Next.
- Add any dependencies if required, then select Next.
- On the Assignments screen, under Required, select Add group, search for and select your deployment group, then select Next.
- Review all settings and select Create.