Cisco Cisco Computer Telephony Integration OS 8.5

Integrating Cisco CTI OS Into a Citrix MetaFrame Presentation Server/Microsoft Terminal Services Environment

Installing and Configuring CTI OS under the Citrix MetaFrame Presentation Server or Microsoft Terminal Services

Step 7

Click Browse and locate the CTI OS Toolkit Install program. For CTI OS major
and minor releases, this program is named Setup.exe. For Service Releases and
Engineering Specials, this program name is in a format that identifies the release
number (e.g., CTIOS7[1].0(0)_SR1_39.exe).

Step 8

For CTI OS major and minor releases, follow the directions in the CTI OS System
Manager’s Guide for ICM/IPCC Enterprise & Hosted Editions to install Cisco
CTI OS on the Citrix MetaFrame Presentation Server. Accept the default location
provided by the CTI OS Setup program. For Service Releases and Engineering
Specials, follow the installation instructions for that particular package,

Step 9

If the CTI OS installation program does not reboot the system automatically, click
the Finish button.

Configuring the Call Center Agent Windows Users

Note

The user and group creation must adhere to your environment Domain and
security policies. The users and group mentioned in this section must be
accessible from the machine hosting the Citrix MetaFrame Presentation
Server.

Perform the following steps to configure call center agent users within Windows.

Step 1

Create a new Windows user group named CTIOSCitrixUsers (for Citrix) or
CTIOSMTSUsers (for MTS).

Step 2

Create a Windows user per call center agent.

Step 3

Make each user a member of the following Windows user groups:

–

CTIOSCitrixUsers or CTIOSMTSUsers

–

Users

–

Remote Desktop Users

Step 4

On some platforms such as Windows Server 2003 Enterprise, you also need to
make the IPCC Supervisor users member of the group Power Users.