As of July 31, 2018, Cisco Agent Desktop also known as CAD for Unified Cisco Contact Center Express (UCCX) will no longer be supported by Cisco. This shouldn't surprise anyone as many products come and go, but if you search for an End of Sale (EOS) or End of Life (EOL) notice from Cisco you may have a hard time finding it.
For some reason Cisco placed the notice for CAD under the UCCX 9.0 EOS announcement. If you read the notice pay close attention to the second paragraph written in smaller font.
In addition to the SKUs listed in this notification, the same End of Software Maintenance and End of Support milestones will apply to the Cisco Agent Desktop (CAD), Cisco Supervisor Desktop (CSD) and Cisco Desktop Administrator (CDA) features on CCX 10.0, 10.5 and 10.6.
Here is the official link UCCX 9.0 EOS Announcement with CAD
OK, so what does this mean?
Well Cisco has been promoting Cisco Finesse, the CAD replacement for years now. So then why am I and others in the collaboration industry concerned. It's not that Cisco Finesse isn't a better product. Just the opposite, Finesse has so much more potential and flexibility compared to CAD. I think I am so concerned because there are so many customers still on older versions of UCCX that will not support Finesse. And for those on a newer version of UCCX that supports Finesse, the migration may not be that simple. Finesse has so much potential, but I would not consider CAD to Finesse an easy migration. There are still many feature gaps between CAD and Finesse that will never be replaced without third party software or custom development. Above all I think many customers really are not aware that CAD will no longer be supported by Cisco's Technical Assistance Center (TAC) until something breaks and they are forced into a difficult migration.
Here is a seven page document from Cisco about the migration from CAD to Finesse. Cisco Unified Contact Center Express: a comparison between Cisco Finesse and Cisco Agent Desktop
If you have questions about the migration or would like to discuss ways to migrate from CAD to Finesse, feel free to send me an email at firstname.lastname@example.org or find me on Twitter @knorton3