ECC 4.65 in Citrix

[w131jrd]

I am tasked with rolling out the ECC Services to all of our Workgroups across teh company. We are a huge user of Citrix and all of the agents using this system will be using Winterms to access thier Citrix desktop. The problem we have is that the agent toolbar is not allowing more than one user login on the same citrix server at one time. We are not trying to use the Supervisor software in Citrix only the agent toolbar. I was told by my sources that it does work and I do have someone from Shoretel working the issue for me but I was wondering if anyone else is having/had the issue and would have some insight for me.

[Jlorenz]

Originally Posted by w131jrd

I am tasked with rolling out the ECC Services to all of our Workgroups across teh company. We are a huge user of Citrix and all of the agents using this system will be using Winterms to access thier Citrix desktop. The problem we have is that the agent toolbar is not allowing more than one user login on the same citrix server at one time. We are not trying to use the Supervisor software in Citrix only the agent toolbar. I was told by my sources that it does work and I do have someone from Shoretel working the issue for me but I was wondering if anyone else is having/had the issue and would have some insight for me.

How did you install the Client on the Citrix Server? (aka Local Admin, Domain Admin or User with admin rights)

Are you set as Roaming Profiles on Citrix?

[Sarsin]

The problem you run into is the base toolbar is meant for one user. For example, when you put in an extension on the initial setup that toolbar is always tied to that extension no matter what agent ID logs in. When dealing with Citrix, you need to force the toolbar to ask for the extension every time it starts for multiple users.

To do that, you have to add a switch to the agent toolbar executable.

c:\Program Files\ShoreTel\Contact Center\Agent\bin\EpicAgent.exe ext=p

That tells it to prompt for the extension every time.

There are more switches than that though. If you do a ? in there it will show you all of the options. For example:

uid=xxxx - Automatically use this agent ID
pwd=xxxx - Automatically use this password

You can use that to make a link that automatically logs in to a specific account, no questions asked.

[Jlorenz]

Originally Posted by Sarsin

The problem you run into is the base toolbar is meant for one user. For example, when you put in an extension on the initial setup that toolbar is always tied to that extension no matter what agent ID logs in. When dealing with Citrix, you need to force the toolbar to ask for the extension every time it starts for multiple users.

To do that, you have to add a switch to the agent toolbar executable.

c:\Program Files\ShoreTel\Contact Center\Agent\bin\EpicAgent.exe ext=p

That tells it to prompt for the extension every time.

There are more switches than that though. If you do a ? in there it will show you all of the options. For example:

uid=xxxx - Automatically use this agent ID
pwd=xxxx - Automatically use this password

You can use that to make a link that automatically logs in to a specific account, no questions asked.

Could you not accomplish this in Application Mode as well?

[w131jrd]

Sorry about not getting back you. I used ins=a and ext=p. I now have 10 users logged into the agent toolbar right now on one server.