Integrating Cisco CTI OS Release 9.0(x) into Citrix XenApp 6.5
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About this guide

Purpose

This document is intended to guide a Citrix administrator through the installation and configuration of Cisco CTI OS Release 9.0(x) in a Citrix XenApp 6.5 environment.

Important note about Cisco Unified CCE solution deployment

Cisco's Unified Contact Center Enterprise (Unified CCE) solution consists of a number of Cisco products. These products are thoroughly tested and documented to ensure that the solution has extremely high availability and can be supported easily and quickly.

Deploying platforms, configurations, or third party applications that are not explicitly identified in Cisco product documentation as supported will significantly impact the performance and capacity of the Cisco Unified CCE solution. Using such non-standard components may contribute to extensive outages that could seriously impact your business and your customers. It will also greatly hinder the ability of the Cisco Technical Assistance Center (TAC) organization to diagnose and resolve issues, to the extent that resolution of issues may not be possible.

Cisco TAC supports Cisco products and documented third party applications and configurations that are part of your Unified CCE deployment. However, Cisco TAC cannot and will not guarantee the overall stability of platforms that use non-supported components or configurations. Cisco TAC will not be able to assist in troubleshooting any problems that exist for the agent desktops on unsupported platforms or configurations. In addition, Cisco TAC may be unable to provide assistance of any type if initial analysis suggests that unsupported platforms might be contributing to the issue. In such cases, Cisco TAC provides best effort support and only troubleshoots the supported applications and components of your Cisco Unified CCE solution, not the overall solution environment.

For these reasons, deploy that the Unified CCE solution in accordance with Cisco's published solution design guidelines. If you have questions about these guidelines or about supported Unified CCE solution components, see Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted available at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1001/​products_​user_​guide_​list.html

Audience

This manual is intended for Cisco and partner system administrators and integrators.

Organization

The following table describes the information contained in the chapter of this guide.

Chapter

Description

Chapter 1: Cisco CTI OS in a Citrix XenApp environment

Guides a Citrix administrator through the installation and configuration of Cisco CTI OS Release 9.0(x) in a Citrix XenApp 6.5 environment.

Related documentation

Documentation for Cisco Unified ICM/Unified Contact Center Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at

http:/​/​www.cisco.com/​web/​psa/​products/​index.html.

Conventions

This manual uses the following conventions.

Format

Example

Boldface type is used for user entries, keys, buttons, and folder and submenu names.

Choose Edit > Find from the Configure menu bar.

Italic type indicates one of the following:

  • A newly introduced term
  • For emphasis
  • A generic syntax item that you must replace with a specific value
  • A title of a publication
  • A skill group is a collection of agents who share similar skills.
  • Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01).
  • IF (condition, true-value, false-value)
  • For more information, see the Database Schema Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

An arrow ( > ) indicates an item from a pull-down menu.

The Save command from the File menu is referenced as File > Save.

Documentation and support

For information on obtaining documentation, submitting a service request, and gathering additional

information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

Documentation feedback

You can provide comments about this document by sending email to the following address:

ccbu_​docfeedback@cisco.com

We appreciate your comments.