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

[Scott Voll]

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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