UCCX 8.5 Silent Monitoring using Citrix deployment

[Paul Wills]

Hi all,

We are currently testing a citrix deployment in our contact centre and are looking to ensure we haven't lost any of the current functionality available to our managers when using a PC.

Unfortunately it would appear that silent monitoring doesn't work when using citrix - the option in CSD is greyed out

Does anyone have any experience of a citrix deployment and whether or not this functionality is supported on citrix?

kind regards

Paul

[Aaron Harrison]

Hi

The default mode (Desktop Monitoring) requires that CAD can 'see' the stream to/from the phone. The phone/PC must be daisy chained and configured appropriately.

Typically in Citrix your server is remote, and CAD software running on the Citrix server is nowhere near the phone.

The only option you have for this is to set up SPAN/RSPAN on your switches to mirror traffic to the UCCX server. This was the server-side services sniff the traffic for recording/monitoring purposes. It can be tricky to set up, especially if you have a WAN deployment...

Aaron

[Pranjol Saikia]

Hi Paul,

Has the issue been resolved ? If yes then how ?

Meanwhile you can check out the discussion 

https://supportforums.cisco.com/document/12296686/silent-monitoring-coachwhisper-cisco-call-manager-without-need-uccx

Using this 3rd party solution you can monitor a agent using the supervisor's Cisco IP Phone.

[Paul Wills]

No resolution to this as yet I'm afraid

In essence our 8.5 UCCX is not fully compatible with a citrix environment and the handsets we had (7940) we have upgraded all our handsets to ones with built in bridge and are awaiting an upgrade to UCCX 10.6 which is fully Citrix compatible - i'm hopeful and have been informed this will work

regards

Paul