Cisco Cisco Customer Response Solution Downloads Design Guide
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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 2 Cisco Unified Contact Center Express Solution Architecture
Citrix and Microsoft Terminal Services Support for CAD
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Cisco WAPs currently support only a maximum of seven G.711 or eight G.729 active calls.
Therefore, do not have a large volume of agents in one location all using the 7920 phone. The
maximum number of agents that can be equipped with 7920 phones depends upon the agent
utilization of their 7920 phone during busy hour, the codec being used by the 7920 phone, and the
proximity of agents 7920 phones to WAPs.
Therefore, do not have a large volume of agents in one location all using the 7920 phone. The
maximum number of agents that can be equipped with 7920 phones depends upon the agent
utilization of their 7920 phone during busy hour, the codec being used by the 7920 phone, and the
proximity of agents 7920 phones to WAPs.
•
Usage of the 7920 wireless phone as an agent phone requires using SPAN port monitoring for
supervisory silent monitoring and call recording. This applies to the 7920 when used with either
CAD or IPPA. The port that is to be included in the SPAN is the one to which the WAP is wired. An
Unified CCX monitoring domain may include multiple WAPs on the same VLAN segment. This
allows agents to roam between WAPs and still be silent monitored by supervisors and have their calls
recorded. For 7920 caller to 7920 agent phone conversations where both are on the same WAP, the
RTP stream does not leave the WAP and thus never traverses the LAN segment that the SPAN port
monitoring server is monitoring. Therefore, silent monitoring or recording of those phone calls is
not possible.
supervisory silent monitoring and call recording. This applies to the 7920 when used with either
CAD or IPPA. The port that is to be included in the SPAN is the one to which the WAP is wired. An
Unified CCX monitoring domain may include multiple WAPs on the same VLAN segment. This
allows agents to roam between WAPs and still be silent monitored by supervisors and have their calls
recorded. For 7920 caller to 7920 agent phone conversations where both are on the same WAP, the
RTP stream does not leave the WAP and thus never traverses the LAN segment that the SPAN port
monitoring server is monitoring. Therefore, silent monitoring or recording of those phone calls is
not possible.
•
For more details on designing wireless LANs with optimal 7920 QoS and necessary security, please
reference the campus design SRNDs for wireless LAN and Wireless IP Phone 7920. These SRNDs
can be found at:
reference the campus design SRNDs for wireless LAN and Wireless IP Phone 7920. These SRNDs
can be found at:
www.cisco.com/go/srnd
.
Citrix and Microsoft Terminal Services Support for CAD
Unified CCX supports the running of Cisco Agent Desktop (CAD) within a Citrix or Microsoft terminal
services environment. When planning to use terminal services for CAD, the following considerations
need to be taken into account:
services environment. When planning to use terminal services for CAD, the following considerations
need to be taken into account:
•
The agent must be using a Cisco IP Phone (that is, no softphone)
•
Cisco Supervisor Desktop (CSD) and Cisco Desktop Administrator (CDA) are not supported in a
terminal services environment.
terminal services environment.
•
Desktop monitoring (for silent monitoring and recording) is not supported with terminal services.
SPAN port monitoring must be used.
SPAN port monitoring must be used.
•
Macros work only if they involve applications running on the terminal server, and not those running
on the client PC.
on the client PC.
•
Only one 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.
those associated with the last login by any user.
•
The Citrix web client is not supported.
•
Supported server platforms for terminal services deployments are Citrix 4.0 running on Windows
2000 SP4, Citrix 4.0 running on Windows 2003 SP1, or Microsoft Terminal Services running on
Windows 2003 SP1.
2000 SP4, Citrix 4.0 running on Windows 2003 SP1, or Microsoft Terminal Services running on
Windows 2003 SP1.
•
Supported client platforms for terminal services deployments are Windows 2000 Professional SP4,
Windows XP SP1, and Windows XP SP2.
Windows XP SP1, and Windows XP SP2.
Please reference Integrating CAD into a Citrix MetaFrame Presentation Server Environment for
implementation details. This document can be found at:
implementation details. This document can be found at: