IPCCX Agents through Citrix or MS Terminal Server ?

danedevalcourt · ‎01-26-2008

Any one successful at deploying agents who will utilize CAD with IPCCX and softphones through Citrix or MS Terminal Server?

Looking to hear what does and doesn't work, any research or insight of others both good and bad would be helpful.

The ultimate goal is to be able to serve up CAD and a softphone to agents via Citrix or MS Terminal Server.

And it it is possible to serve up CAD and a softphone this way either to a PC or a thin client, what about recording? I suspect recording wouldn't be a problem on a LAN even if you had to utilize a third party solution such as Cistera or something, but what about remote agents, like an agent working at home possibly?

Just looking to hear what others are up to. If you have any specifics on any one thing such as serving up CAD, or a softphone via Citrix or Terminal Server maybe some links or docs it would be appreciated.

mmelbourne · ‎01-26-2008

There's a good doc here on CAD integration with MS Terminal Services/Citrix:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_2/installation/guide/CADCitrixMTS.pdf

Also, have a look at this thread. I can't imagine a softphone, e.g. CIPC would work well (if at all) under TS/Citrix, as the RTP stream still needs to be delivered to the client, and it may be wrapped in TS/Citrix packets rather than a direct RTP stream which makes some interesting QoS challenges. Plus, there's the issue of attached sound devices/USB handsets (etc) to thin clients.

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=IP%20Telephony&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1ddcd9c1

danedevalcourt · ‎01-30-2008

The doc for the CAD integration with Citrix/MSTerminal Services references IPCC enterprise.

Wondering if this referrence to 'enterprise' is relevant or not? Is there some difference in the way CAD works between IPCCX or IPCC Enterprise that would prevent CAD from working through Citrix with IPCCX ?

mmelbourne · ‎01-30-2008

The document lists the CAD versions bundled with IPCC Express in section 5.0.

For example, CAD 6.1(4) for IPCC Express 4.0(4) is supported with Citrix Presentation Server 4.0 or Win2k3 for Microsoft Terminal Server only.

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