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

[Scott Voll]

UCCx via CM RMuser controls your phone.  CAD is controlling whether the
phone takes calls or not.  Thus it does NOT need to be directly connected.
it only needs to be connected to recieve the voice flow in order to do
recording / monitoring.  In that case the phone sends a copy of all packets
to your PC (directly connected) then the agent PC sends the packets via CAD
to the server / Supervisor / etc.

Hope that makes sense.

Scott




On Fri, Jan 9, 2009 at 1:55 PM, Dane <dane at pktloss.net> wrote:

> Humm.. I still don't get how that works.  I say that because doesn't
> the agent use CDP (I think its CDP) to communicate directly with the
> phone it is controlling?
>
> Lets take Citrix and VDI out of the equation, as well as monitoring or
> recording for a second and go back to just the basics.  In traditional
> IPCC deployments I believe the rule was that the PC running the Agent
> software had to be connected to the PC port on the phone it was
> controlling right?
>
> Based on that simple rule alone I just don't get how it can run in a
> virtualized environment or Citrix.
>
> Of course I am not an expert at IPCC or Citrix and virtualization and
> there is alot I dont know but this basic principle of IPCC was
> pounding into my head early on and I just can't seem to get past that.
>
> Would really appreciate if any one could help me wrap my head around this.
>  :-)
>
> Thanks!
>
> On Thu, Jan 8, 2009 at 4:00 PM, Jeff Ruttman <ruttmanj at carewisc.org>
> wrote:
> > 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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