[cisco-voip] Agent Desktop with Citrix or VDI ?

[Lelio Fulgenzi]

I'm pretty sure it's SIP only. 

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/7_0_1/ccmcfg/b06rcprf.html#wpmkr1330343 

I've searched but couldn't find any more info. 
----- Original Message ----- 
From: "Voice Noob" <voicenoob at gmail.com> 
To: "Lelio Fulgenzi" <lelio at uoguelph.ca>, "Jeff Ruttman" <ruttmanj at carewisc.org> 
Cc: cisco-voip at puck.nether.net 
Sent: Friday, January 9, 2009 9:35:46 AM GMT -05:00 US/Canada Eastern 
Subject: RE: [cisco-voip] Agent Desktop with Citrix or VDI ? 




Can you do the audio forking with SCCP or just SIP? 





From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Lelio Fulgenzi 
Sent: Friday, January 09, 2009 8:25 AM 
To: Jeff Ruttman 
Cc: cisco-voip at puck.nether.net 
Subject: Re: [cisco-voip] Agent Desktop with Citrix or VDI ? 




SPAN is what allows one network port to listen to everything that is Tx/RX on another network port or VLAN on the same switch. RSPAN is simply a protocol that allows you to do the same thing, but across switches. 

With CallManager v7 (perhaps 6) allows you to do SIP audio forking so you don't need to do (R)SPAN. 


--- 
Lelio Fulgenzi, B.A. 
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1 
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN) 
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 
"Bad grammar makes me [sic]" - Tshirt 


----- Original Message ----- 
From: "Jeff Ruttman" <ruttmanj at carewisc.org> 
To: cisco-voip at puck.nether.net 
Sent: Friday, January 9, 2009 9:16:23 AM GMT -05:00 US/Canada Eastern 
Subject: Re: [cisco-voip] Agent Desktop with Citrix or VDI ? 

Good to know. Thanks. 



…though I’m not sure what SPAN or RSPAN is J 



(Yah, I’m no authority much beyond my recent direct experience with these systems.) 



Thanks 

jeff 






From: Scott Voll [mailto:svoll.voip at gmail.com] 
Sent: Thursday, January 08, 2009 4:51 PM 
To: Eric Isakson 
Cc: Jeff Ruttman; cisco-voip at puck.nether.net 
Subject: Re: [cisco-voip] Agent Desktop with Citrix or VDI ? 




only via a SPAN or RSPAN. 





you loose the monitoring / recording with no CAD directly connected. 





Scott 


On Thu, Jan 8, 2009 at 2:07 PM, Eric Isakson < Eisakson at ogdenclinic.com > wrote: 

How does silent monitoring/call recording work in that environment? 

Eric Isakson | Network Engineer | Information Technology Dept. | Ogden 
Clinic | eric at ogdenclinic.com | 801.475.3572 




-----Original Message----- 
From: cisco-voip-bounces at puck.nether.net 


[mailto: cisco-voip-bounces at puck.nether.net ] On Behalf Of Jeff Ruttman 
Sent: Thursday, January 08, 2009 15:00 
To: cisco-voip at puck.nether.net 



Subject: Re: [cisco-voip] Agent Desktop with Citrix or VDI ? 

We're essentially a Citrix environment, and Agent Desktop works fine on 
our Citrix servers. Initially we were on IPCCx 4 and now we're on UCCx 
5 and the agent has worked fine for us with both versions. 

We installed the agent as you would any application on a terminal 
server, but in every other respect the install is no different than on a 
PC. Install it, run it, and it works. 

Thanks 
jeff 

-----Original Message----- 
From: cisco-voip-bounces at puck.nether.net 
[mailto: cisco-voip-bounces at puck.nether.net ] On Behalf Of Dane 
Sent: Thursday, January 08, 2009 3:08 PM 
To: cisco-voip at puck.nether.net 
Subject: [cisco-voip] Agent Desktop with Citrix or VDI ? 

Trying to find information on virtualizing the Agent Desktop in Contact 
Center. I have seen some Cisco docs say you that Agent Desktop can work 
in Citrix. Not really sure how that would work honestly since the Agent 
usually has to be on a PC connected to the PC port of the phone it is 
controlling. My understanding of all this is limited to my experience 
with IPCCX so maybe enterprise and CTIOS offers something more. 

CTIOS raises another question though, in reading about it I always see 
reference to CTI OS Agent Softphone which actually is a softphone and 
not the same as what the IPCCX agent does. 

We would like to try creating VM's for the call center agents, seems 
like the ideal place to do VDI is a call center but not sure how to 
handle the Agent software when I have always been under the impression 
that the agent has to be physically located off the phone to do the 
phone control, which makes me wonder how you can even run this in Citrix 
like the docs say? 

Any thoughts? How are others doing this or are they? 
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