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

[Scott Voll]

I never know how to address you(d4rkf1ber), but here is my answer--

We do use Citrix to publish the CAD application to get agents logged in to
accept calls and use IM / etc.  the one caveat I know of is that you loose
all monitoring / recording ability because that is done via the computer
directly connected to the phone.

We are using a Phone Proxy to register physical phones and then the CAD over
Citrix.  I personally have not done IP Communicator but should work fine.

your biggest problem will be the lack of QoS on the open Internet and
whether or not you will have voice issues.

just my two cents.

Scott

On Jan 24, 2008 4:44 PM, d4rk f1br <d4rkf1ber at gmail.com> wrote:

> 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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