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Deployment Considerations 4-16 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 4 Unified Contact Center Enterprise Desktop Outbound Desktop provides a set of controls for managing outbound call campaigns. Outbound calls are automatically managed by the Unified CCE, and the agent utilizes the additional controls to accept the next outbound call. CTI Toolkit Combo Desktop The CTI Toolkit Combo Desktop is a Microsoft Windows .NET application that runs on an agent's desktop PC and works with either a hardware IP phone or the Cisco IP Communicator software phone. The CTI Toolkit Combo Desktop interfaces with the CTI OS server for call control and agent state change events. The Combo Desktop integrates the functionality of the Toolkit Agent, Supervisor, and Outbound desktops into a single .NET application. The Combo Desktop source code is also provided as a starting point for custom desktop development using the Microsoft .NET Framework. CTI Toolkit All-Agents Monitor The CTI Desktop Toolkit ships complete with a ready-to-run All-Agents Monitor application. This application provides a call center administrator with the ability to monitor agent login and state activity within the call center. CTI Toolkit All-Calls Monitor The CTI Desktop Toolkit ships complete with a ready-to-run All-Calls Monitor application. This application provides a call center administrator with the ability to monitor call activity within the call center. CTI Driver for Siebel Solution The Cisco CTI Driver for Siebel is an installable component developed by Cisco that enables integration of the Cisco Unified CCE with the Siebel CRM Environment. In this solution, the Siebel Agent Desktop provides the agent state and call control interface. The Siebel Desktop utilizes the Cisco CTI Driver for Siebel, which is built on top of the CTI Desktop Toolkit C++ CIL to communicate with the CTI Object Server. For more information on the capability of the Siebel eBusiness solution, refer to the Siebel website at http://www.siebel.com/index.shtm Deployment Considerations This section covers the following deployment considerations: Citrix and Microsoft Terminal Services (MTS), page 4-17 Silent Monitoring, page 4-18 NAT and Firewalls, page 4-23 Co-Residency of CTI OS and CAD Services on the PG, page 4-25 Support for Mix of CAD and CTI OS Agents on the Same PG, page 4-25 Support for IP Phones and IP Communicator, page 4-25 Miscellaneous Deployment Considerations, page 4-26 OL-8669-05
Chapter 4 Unified Contact Center Enterprise Desktop Citrix and Microsoft Terminal Services (MTS) Cisco Agent Desktop Cisco Toolkit Desktop OL-8669-05 Deployment Considerations This section discusses deploying Cisco Agent Desktop and Cisco Toolkit Desktop in a Citrix or Microsoft Terminal Services (MTS) environment. Cisco Unified CCE supports running Cisco Agent Desktop within a Citrix terminal services environment. When planning to use Citrix terminal services for CAD, take the following considerations into account: Cisco Supervisor Desktop (CSD) and Cisco Desktop Administrator (CDA) are not supported in a Citrix terminal services environment. Desktop monitoring (for silent monitoring and recording) is not supported with Citrix terminal services. SPAN port monitoring must be used instead. Macros work only if they involve applications running on the Citrix server, and not those running on the client PC. Only one Citrix user name is supported per CAD application login. The login ID and extension that appear by default in the login dialog box when CAD is started, are those associated with the last login by any user. The Citrix web client is not supported. Only Citrix 4.0 running on Windows 2000 Server or Windows 2003 Server are supported. For implementation details, refer to Integrating CAD into a Citrix MetaFrame Presentation Server or Microsoft Terminal Services Environment, available at http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm46doc/ipccdoc/cadall/cad70d/i ndex.htm Cisco Unified CCE supports running CTI Toolkit Desktop within the Citrix and Microsoft Terminal (MTS) Services environments. When planning to use Citrix terminal services with the CTI Toolkit Desktop, take into account the following considerations: Versions of Citrix MetaFrame Presentation Server prior to Version 4.0 are not supported. Earlier versions have limitations for publishing Microsoft .NET applications. CTI OS Java CIL client applications are supported only on Citrix MetaFrame Presentation Server 4.0 for the Windows platform. There is no planned support for Citrix MetaFrame Presentation Server 4.0 on UNIX. Silent Monitoring is supported within a Citrix or MTS environment. CTI OS Client Desktop sounds such as dial tones and DTMF tones are not audible. For implementation details, refer to Integrating CAD into a Citrix MetaFrame Presentation Server or Microsoft Terminal Services Environment, available at http://www.cisco.com/univercd/cc/td/doc/product/icm/icmentpr/icm46doc/ipccdoc/cadall/cad70d/i ndex.htm Cisco Unified Contact Center Enterprise 7.x SRND 4-17
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