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CAD bring to top and Citrix

Environment: UCCE 9.0.3 with CAD.

Our agents use CAD directly on their desktops, some agents also use Citrix to connect to 3rd party environment and work on ITSM tools within Citrix.

Our observation for incoming calls is that:

  1. The minimized CAD screen would maximize and come to the top, when agent is working on any other desktop application (IE, excel, word, etc) or just plain Citrix.
  2. The minimized CAD screen would blink in the taskbar; when agent is working on an application like ITSM inside Citrix. (CAD do not come to the top of other windows)

Has anyone else seen this behavior? Why does this happen?

Is there a way to control and have CAD always rise to the top of other windows when a new call arrives?

Thanks so much,
Dilip

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