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  • 1.  VDI

    Posted 04-21-2020 10:05
    No replies, thread closed.
    ​When using PureCloud and Citrix how do I configure a hard phone?
    #Telephony

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    Stephen King
    AIG Technologies, Inc.
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  • 2.  RE: VDI

    Posted 04-21-2020 10:35
    No replies, thread closed.
    Hi Stephen,

    The hard/physical phone configuration would be the same as any other environment and would depend on the type of phone. The only thing the end user would do is select the hard phone if it's not configured as their default.

    Are you referring to managed phones, such as Polycom phones created and managed in PureCloud or phones connected via an analog gateway or 3rd party PBX?

    Thanks,

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    Daniel McLeod
    Qsect LLC
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    Original Message


  • 3.  RE: VDI

    Posted 04-21-2020 10:50
    No replies, thread closed.
    ​Thanks. We have a Citrix population so doing some testing here before we roll out to them.  I loaded the PureCloud Client onto the VDI desktop.  I could not get WebRTC to would with this Citrix VDI configuration.  Works fine on dedicated PCs and Laptops.  Genesys recommended to use a separate phone.  So I have an Avaya hard phone and cell phone I am testing with.  I wanted to use these in conjunction with the PureCloud client installed on my VDI.  I could not find any configurations on how to set up the external phone. Need to insure that conversation is recorded.

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    Stephen King
    AIG Technologies, Inc.
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    Original Message


  • 4.  RE: VDI
    Best Answer

    Posted 04-21-2020 11:23
    No replies, thread closed.
    Are you using PureCloud voice/virtual edges? If so, you'll only be able to configure managed phones and remote phones, as there would be no way to setup a phone on another system. A cell phone would defintely work (see below).

    If you're using on prem edges, you can configure a trunk to your Avaya system and then configure routes and dial plan entries (number plan on the site in PureCloud/Genesys Cloud) on both ends for it to work. You would need to create a base setting of the type remote for this.
    If you just trying to configure an Avaya phone directly with PureCloud, I don't know how this could work easily. Maybe generic SIP, but it would be overly complicated for testing.

    If you're just testing and want to use a cell phone, create a base setting and name it mobile or cell phone or something like that and configure it with the type Remote. You may still need to configure a number plan, if the format of the number you enter does not match an existing one and then ensure the default route is configured for it as well.

    Thanks,

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    Daniel McLeod
    Qsect LLC
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    Original Message


  • 5.  RE: VDI

    Posted 04-22-2020 08:39
    No replies, thread closed.
    Hi Stephen,

    Just also wanted to make sure you were aware of the documentation that Genesys Cloud has in regarding to VDI.   Here is the the link on the Help Center that can be expanded for the various sections.  https://help.mypurecloud.com/articles/purecloud-requirements/
    There are some inherent differences in managing and especially troubleshooting a VDI environment should there be any quality or stability issues.  I just wanted to point that out for you as you go forward.

    It looks like Daniel gave some good advice as you look to set up and test.

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    James Hennessey
    Genesys - Employees
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    Original Message


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