[cisco-voip] IPCC CAD on a Windows Thin Client

[Micah Bennett]

Scott

 

Thanks for the heads up.  I will check that out.  We have a third party
recording platform that we are spanning everything to so that should not
be a problem.  We do sometimes use the monitor feature.  I will test
that and see what I get.  

 

In testing all of the features that our supervisors use, I did find that
the Historical reporting client will not load on a server.  It only
supported on a client machine.  We won't be able to use it with a RD
solution, but if we go the route of VMware PC images on the server, it
may work.  

 

I am also testing to take it one step further to the use of an IP Comm
softphone.  My issue so far with trying to access the softphone over RD
was expected with the audio devices not being pulled to the remote
session so the phone will not even launch.  Still working to see what
the options are there.

 

I am leaning towards the VMware PC images option myself.  With just a
server and RD sessions to the applications I am wondering how that will
effect things when I need to pull logs for a specific agent CAD problem
or even need to uninstall / reinstall the CAD software.  In past TAC
cases for CAD issues that is the first thing they have had me do.  On a
single PC instance I can do it right then.  With a server install of the
CAD, I will have to wait until everyone is logged off (hard for a 24x7
call center) to uninstall/reinstall the application.  

 

Still have a lot of testing to do, but hopefully this will let us get
rid of a lot of old PC hardware and go to a more centralized manageable
solution. 

 

Thanks.

 

Micah Bennett

 

  _____  

From: Scott Voll [mailto:svoll.voip at gmail.com] 
Sent: Wednesday, June 18, 2008 9:55 AM
To: Micah Bennett
Cc: cisco-voip at puck-nether.net
Subject: Re: [cisco-voip] IPCC CAD on a Windows Thin Client

 

I don't think in this enviroment you will have call monitoring /
recording unless you are spanning everything.

 

Scott

 

PS.  we have been using citrix the same way, but again there is NO
monitoring / recording.

On Tue, Jun 17, 2008 at 2:54 PM, Micah Bennett <mbennett at als-xtn.com>
wrote:

The first test was successful

 

We were able to launch two independent sessions and each was able to
launch their own instance of CAD tied to their extension. 

 

Micah Bennett

 

  _____  

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Micah Bennett
Sent: Tuesday, June 17, 2008 3:35 PM
To: cisco-voip at puck-nether.net
Subject: [cisco-voip] IPCC CAD on a Windows Thin Client

 

For our call center we are testing how a Windows thin client connection
to a loaded server will work.  If this works it will allow us to
eliminate all the PC hardware on the call center floor and users will
just have terminal connection to the server.  They will still use CAD
and the phone on their desk.   

For the first test we are just going to use terminal services (remote
desktop).  User on the thin client will RD to the server and launch
their session with all the stuff they need.  

For the second test we are going to use VMware to simulate different PC
images on the server for users who have different levels of access.

Hope this makes sense.  Has anyone tried this?  Any things to watch out
for?

Micah Bennett

Telecommunications Admin

Automated License Systems


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