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

[Brandon Bennett]

Agent desktop does not have any requirements of the controlling phone  
being directly attached.    Agent desktop does not use CDP (the only  
desktop UC prgram I can think of that does is VT Avantage).

You enter the extension of the phone at login and that is how  
association is done.

Hopes this clear your confusion.


-brandon

Sent from my iPhone

On Jan 9, 2009, at 2:55 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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