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

[d4rk f1br]

I need to look into the phone proxy side of things, I suspect a softphone
client could use phone proxy the same as a hardware solution.

My only issue then becomes the recording aspect of things.  I have used
Cistera products that did agent recording in the past but that basically was
just a sniffer and you had to set all the agents ip phone ports to be
monitored and it then put everything together.





On Jan 25, 2008 11:35 AM, Scott Voll <svoll.voip at gmail.com> wrote:

> yes, we are running UCCx 4.0..... not hosted or enterprise.
>
> Sounds like you have the QoS taken care of.
>
> sounds like your only testing needs to be the IP Communicator part.  you
> will still have to VPN into your voice network if your not using something
> like the phone proxy.  but I don't see why this wouldn't work.
>
> Scott
>
>   On Jan 25, 2008 8:55 AM, d4rk f1br <d4rkf1ber at gmail.com> wrote:
>
> > Appreciate the response.  Just to be clear though, your use of CAD with
> > Citrix is using IPCCX right?  Not enterprise or hosted?
> >
> > QoS would be a concern for me as well, however it just so happens I work
> > for a service provider and the agents will be using our service and we have
> > the ability to handle the QoS side of things to make things as ideal as we
> > possibly can in this matter.  Its not perfect, but it does help out alot in
> > trying to do this.  :-)
> >
> > Trying to avoid physical phones as much as possible.  The more hardware
> > we have to provide an agent the costlier things become, and I am not just
> > referring to the cost of the hardware but now you have the support costs as
> > well.  Having IT making house calls as well as just keeping track of
> > hardware and stuff would be a major pain.  Not ruling anything out at this
> > point but trying to avoid it as much as possible.
> >
> > Initially the scenerio was to provide a VPN router (831/837) type of
> > device and then be able to hang a phone off of it and PC or thin client.
> > But that is something we really want to avoid.
> >
> >
> >
> >
> > On Jan 25, 2008 10:10 AM, Scott Voll <svoll.voip at gmail.com> wrote:
> >
> > > 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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> > > >
> > > >
> > >
> >
>
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