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

[Eric Isakson]

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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