[cisco-voip] IPCCX Agents / Softphone clients and Citrix?

[d4rk f1br]

We are being pushed hard for a solution which would allow for some remote /
home call center agents by our call center mgmt and supervisors.

What we (IT) are hoping for is a solution which will work with IPCCX and
Citrix so that we can leverage what we already have and to cut down on
obvious administration, support and management costs and time.

Bascially a home agent would ideally use a PC to access Citrix where they
would be able to launch the Cisco Agent Desktop and a softphone client.

I have done a little googling and have found some instances of people
commenting that they have CAD working with Citrix.  Most comments however
state that you have to be running IPCC enterprise or hosted to get CAD
working with Citrix.

I haven't seen anything however about a softphone client and CAD together
over citrix.  CAD is only one piece of the puzzle we are dealing with.

The reason for wanting to do this with IPCCX is simply because we already
have that up and working.  We have IPCCX premium, currently I think its 4.0(3)
dual server with HA.  Also using CallManager 4.1(3)sr4d I believe off the
top of my head.

This current IPCC solution is completely underutilized and only serves 6
agents (IT helpdesk) right now.  Which is another reason we would like to
see if it couldn't at least be used now for lab testing.

My goal is to simply find and test various solutions just to show a proof of
concept internally.  Ideally we could leverage the IPCCX we have and the
Citrix servers to show that there is a way to get a softphone client and
agent desktop to work via Citrix.

Actually, I am interested in ANY softphone client, or agent desktop client
that would work.  Any client that could work with Citrix and CallManager and
IPCCX would be great.

I haven't run across anything yet that others aren't already doing, and I
know this is another one of those times.  There has to be someone out there
already doing just this.  And if not, I know someone has already done alot
of work researching this and can probably tell me why it won't work this
way.

As always, any information or response provided will be appreciated.
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