Cloud Contact Center Software Configuring a Virtual Desktop Administrator s Guide October 2017 This guide describes how to implement a virtual desktop infrastructure (VDI) integration that enables your agents to access Five9 applications from a virtual desktop without compromising audio quality in softphone mode. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.
About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com. Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Configuring a Virtual Desktop Administrator s Guide
What s New Chapter 2 This table lists the changes made in the last six releases of this document: Release Changes October 2017 Removed the reference to release 9.2. The current VCC release is 9.5. September 2015 Initial release. iii Configuring a Virtual Desktop Administrator s Guide
Virtual Desktop Infrastructure (VDI) enables your agents to access Five9 applications from a virtual desktop without compromising audio quality when using the softphone mode. You can use a virtual desktop with these Five9 agent applications: Agent Desktop Plus Plus Adapter for Agent Desktop Toolkit Plus Adapter for Salesforce Plus Adapter for NetSuite Plus Adapter for Oracle Service Cloud Plus Adapter for Microsoft Dynamics CRM Plus Adapter for Zendesk The Five9 VCC Supervisor and Administrator applications are not supported. You may use a virtual desktop with these phone connections and channels: Phone connections: softphone, PSTN, and gateway Channels: email, chat, and social For detailed information about the business and technical requirements to use this and other Five9 products and to set up and configure a virtual desktop, see the VCC Technical Requirements or contact your Five9 representative. This guide contains these sections: Required Environment Virtual Desktop Architecture Preparing Your Network Installing Your Five9 application Implementing VDI Instructing your Agents Error Messages 1 Configuring a Virtual Desktop Administrator s Guide
Required Environment Required Environment Before configuring a virtual desktop, prepare your environment: 1 Configure a VPN so that your agents can access the virtual proxy. 2 Deploy a VDI implementation as recommended by your VDI vendor. Virtual Desktop Architecture The architecture comprises a proxy and a client: The VDI proxy runs in the virtual desktop in your data center. The proxy connects your Five9 Plus application to the Five9 softphone through VDI client. The VDI client runs in the agent s workstation. The client manages the Five9 softphone in the agent s workstation and listens for incoming control channel connections from the proxy. You can download both components from the Tools & Add-Ons page in the Five9 support portal in the form of MSI installers. You install the proxy in the virtual desktop image for all call center agents. You install the client in the image managed by the thin client or, if you have few endpoints, directly in the agent s thin client. This figure shows an overview of the architecture. Your organization Five9 Agent s Workstation Virtualization Server VCC Applications Virtual Desktop Instance 1 Virtualization viewer that provides access to the virtual machine 2 Open the browser 3 Your Five9 Plus agent application VDI proxy Application data Application server 4 VDI client that contains the Five9 softphone image TCP connection 5 High quality voice connection Voice server The login process occurs as follows: 2 Configuring a Virtual Desktop Administrator s Guide
Preparing Your Network 1 The agent logs into the virtualization viewer. 2 Depending on your configuration, the agent opens the browser manually, or it opens automatically. 3 The agent logs into your Five9 application. 4 When the agent is connected to the Five9 application server, a green icon appears in the system tray. 5 For maximum audio performance, all audio signals are relayed in a separate voice channel between the VDI client installed in the agent s workstation and the Five9 voice server. When the voice channel is connected to the Five9 voice server, the agent hears three tones. The connection remains open unless the agent closes it manually. For example, if the agent logs out of the virtualization viewer but does not log out of the Five9 application, the agent may only need to restart the station. However, depending on the time elapsed since the beginning of the session, the agent may also need to log again into the Five9 application or the virtualization viewer. Preparing Your Network You need to modify your network as follows: Network routing policies: TCP port 8083 should not be blocked by firewall between the virtual desktop and the agents workstations. Network Address Translation (NAT) is not allowed between the virtual desktop and the agents workstations. Proxy Servers Whitelist the Five9 IP addresses that must bypass the proxy. All Five9 IP ranges must be allowed inbound to all devices in the network for voice traffic between the Five9 media servers and the VDI phone on the terminals. Be sure that no proxy or NAT devices are located between the virtual desktop and the agent s workstation. 3 Configuring a Virtual Desktop Administrator s Guide
Installing Your Five9 application Installing Your Five9 application 1 Download, install, and configure the VCC and the browsers that your agents will use as described in the corresponding download page and the product s documentation. 2 Log into Five9 to verify that your implementation functions as expected. 3 Create the image that you will transfer to your agents workstations. Implementing VDI This section describes how to install and configure a virtual desktop. You also need to install a third-party viewer, such as Citrix Receiver, in the agent s workstation. For more information, refer to the third-party documentation. Installing the Five9 VDI Software Enabling VDI for Agents in the VCC Configuring the Application Logs Updating your Configuration Important Before starting, be sure to have administrative rights to the agents workstations. Otherwise, you cannot install the software. 1 To access the Five9 download page, log into your Five9 account. 2 Click Tools and Add-Ons. 3 Follow the instructions in the download page. Installing the Five9 VDI Software Create and distribute to your agents a virtual desktop image. VDI client a Download Five9SoftphoneVDIClient.msi. 4 Configuring a Virtual Desktop Administrator s Guide
Implementing VDI b c Transfer the client to the agent's workstation. Run the client in the agent's workstation. When the client is installed, an icon appears in the system tray. VDI proxy a Download Five9SoftphoneVDIProxy.msi. b In the proxy server, transfer the proxy application to your virtual desktop image. c Run the proxy in the virtual desktop image. Configuring the Application Logs By default, application logs are in these locations: Softphone logs are located in %appdata%\five9\logs. They are saved for four days before being deleted. Event logs are located in the softphone under Help > Start Logging. The process takes 30 60 seconds. When logging stops, the agent downloads and sends the logs to you. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, 2015 4_14 PM.txt. 5 Configuring a Virtual Desktop Administrator s Guide
Implementing VDI You may redirect the softphone logs to a custom directory. To do so, set the F9_ SOFTPHONE_LOG_DIR environment variable in the agent s workstation. For example, you may redirect the logs to a NAS share mounted in the agent s workstation. Enabling VDI for Agents in the VCC You may enable agents as needed: some agents may continue to use the softphone in the standard environment whereas other agents may use the softphone in the VDI mode. To do so, assign the permissions to each user, or create a profile that contains the permission and assign the profile to selected users. 1 Log into your Five9 account and into the VCC Administrator s application. 2 Enable your agents to use the Web Agent and VDI mode. Both permissions are available in the Roles tab of user profiles and in each user s permissions. By default, both permissions are disabled. Top of the window: Enable User can access selected client: Web Agent. The Java client does not work in the VDI environment. Bottom of the window: Enable User Cannot Manually Install Softphone. In the VDI environment, you must prevent the agent to download the softphone. Instead, you must download and install the softphone for the agent. You may also use these settings when using a system space installer for the softphone. 6 Configuring a Virtual Desktop Administrator s Guide
Implementing VDI 3 If you created a profile with the VDI-required permissions, open the user s details, and select the profile that contains the permissions. Updating your Configuration Software updates may occur occasionally. Softphone Adapter. When a new softphone version is available, the VDI client updates the agent s softphone automatically when the agents log in: the client downloads the new softphone version, shuts down the old softphone, and starts the new softphone version. VDI Client and Proxy. When a new VDI client version is available, you must manually update the client as described in Installing the Five9 VDI Software. However, when a new VDI proxy version is available, the proxy is updated automatically. 7 Configuring a Virtual Desktop Administrator s Guide
Instructing your Agents Instructing your Agents You need to give to your agents instructions to log into the applications. Once logged in the softphone, they should refer to the user s guide for their Five9 Plus application. 1 Verify that the VDI client is running. When the client is running, you see a green icon in your system tray. If connection issues occur, your administrator may request information about the icon: Green: The client is connected, and you are logged into your Five9 Plus application. All connections are functioning normally. Yellow: The client is not connected. When you start your Five9 Plus application, the icon will turn green. Error: The client cannot connect. You see a tool tip over the icon in the system tray. To resolve the issue, contact your administrator. 2 Log into the virtualization viewer. 3 If the browser does not open automatically, open your browser. 4 To log into your Five9 Plus application, click the option for your product. 5 Select the softphone mode. When the voice connection is established, you hear three tones. 6 Set up and use your station as described in the user s guide for your Five9 Plus application. Error Messages This section describes the error messages that agents may see and the actions that you need to take to resolve the errors. In general, follow these steps: 1 Verify that the client and the proxy are installed and configured correctly. 2 Obtain more information from the agent, such as the presence and color of the icon in the system tray. 8 Configuring a Virtual Desktop Administrator s Guide
Error Messages Browser Messages These error messages are displayed in the browser. Unable to connect to VDI client. Please start VDI client or contact your administrator. This error may occur in these cases: - The VDI client is not running. The icon is not visible in the system tray. - The VDI proxy cannot connect to TCP port 8083 in the agent s workstation because of a NAT or firewall issue. In the case of firewall issues, you should check both sides, not just the proxy. - If the agent logs out of the VDI client but does not close the browser, this error message may be displayed if the agent opens a different browser. Because the first browser is still open, the VDI client is still running, but the connection is not recognized by the second browser. In this case, the icon in the system tray is green. Diagnose and resolve the specific issue. Unable to find VDI peer. Please contact your administrator. When the VDI proxy is called by the browser extension, a control channel session is created. This error occurs when the VDI proxy cannot determine the network address of the VDI client, such as when the VDI proxy is installed in an environment that does not contain a VDI integration. Troubleshoot the network connectivity between the agent and the virtual desktop instance. Unable to load VDI softphone. Try again or contact your administrator. The VDI proxy or the browser plug-in cannot be detected. Verify the software is installed and configured correctly: - Proxy - Allowed browsers: Chrome, Firefox, and Internet Explorer. In addition, if the agent uses Chrome, verify that the extension is installed. For more information about configuring the browsers, refer to the agent s guide for the specific Five9 Plus application. 9 Configuring a Virtual Desktop Administrator s Guide
Error Messages System Tray Messages These error messages are displayed as tool tips over the icon in the system tray. Internal Error An unexpected event occurred in the VDI client. Collect and send the logs to Five9. Invalid Certificate The Five9 application cannot detect the VDI softphone even though the agent has the correct permissions. The client on the agent s workstation cannot start the softphone. Obtain the logs to troubleshoot the problem. You may need to reinstall the VDI client and proxy. Port Busy The VDI client cannot use port 8083 because another application is using the port. In the agent s workstation, locate the conflict on port 8083, and terminate the conflicting application. Unknown Host The VDI client received a connection request from an application that does not have an ICA connection to the VDI client host. This error is due to a network issue or an unauthorized access to the VDI client. Verify that the host and the network are configured correctly and that the connection request is legitimate. 10 Configuring a Virtual Desktop Administrator s Guide