Cisco Cisco IP Contact Center Release 4.6.2 Design Guide
4-17
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
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Citrix and Microsoft Terminal Services (MTS)
This section discusses deploying Cisco Agent Desktop and Cisco Toolkit Desktop in a Citrix or
Microsoft Terminal Services (MTS) environment.
Microsoft Terminal Services (MTS) environment.
Cisco Agent Desktop
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:
environment. When planning to use Citrix terminal services for CAD, take the following considerations
into account:
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Cisco Supervisor Desktop (CSD) and Cisco Desktop Administrator (CDA) are not supported in a
Citrix terminal services environment.
Citrix terminal services environment.
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Desktop monitoring (for silent monitoring and recording) is not supported with Citrix terminal
services. SPAN port monitoring must be used instead.
services. SPAN port monitoring must be used instead.
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Macros work only if they involve applications running on the Citrix server, and not those running
on the client PC.
on the client PC.
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Only one Citrix user name is supported per CAD application login.
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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.
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The Citrix web client is not supported.
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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
Microsoft Terminal Services Environment, available at
Cisco Toolkit Desktop
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:
(MTS) Services environments. When planning to use Citrix terminal services with the CTI Toolkit
Desktop, take into account the following considerations:
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Versions of Citrix MetaFrame Presentation Server prior to Version 4.0 are not supported. Earlier
versions have limitations for publishing Microsoft .NET applications.
versions have limitations for publishing Microsoft .NET applications.
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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.
Server 4.0 for the Windows platform. There is no planned support for Citrix MetaFrame
Presentation Server 4.0 on UNIX.
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Silent Monitoring is supported within a Citrix or MTS environment.
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CTI OS Client Desktop sounds such as dial tones and DTMF tones are not audible.