Avaya Aura® Agent Desktop 30 July 2012 3. Entering an activity code. Avaya Aura® Contact Center 6.4 Release Notes Avaya Inc Proprietary 1 Avaya Aura® Contact Center Release 6.4 Service Pack 16 Release Notes DOCUMENT VERSION:1.7 DVD BUILD. Avaya Aura Agent Desktop. 104 POST INSTALLATION INSTRUCTIONS.
- Avaya One X Agent Desktop
- Avaya For Agents Desktop Overview
- Avaya Aura Agent Desktop 6.4 For Mac Download
Avaya Aura Contact Center 6.3 - CCMA Page 6 of 9 1194.22(m) When a web page requires that an applet, plug-in or other application be present on the client system to interpret page content, the page must provide a link to a plug-in or applet that complies with §1194.21(a) through (l). Support with Exceptions.
Providing Equal Access to Technology and Information
Avaya is an invited, voting member of the US Access Board Telecommunications and Electronic and Information Technology Advisory Committee (author of the updated Section 255 and Section 508 recommendations) and the FCC Emergency Access Advisory Committee.
Avaya 'VPAT' Voluntary Product Accessibility Templates
The purpose of a Voluntary Product Accessibility Template, or VPAT, is to document the manner and extent to which a product satisfies the accessibility standards of Section 508 of the Rehabilitation Act Amendments.
Communication and Data Infrastructure
Conferencing
Contact Center
Gateways
Messaging
Telephones and Telephony Software
Tested Softphones and Operating System Platforms
The softphones specifically tested by Citrix with XenDesktop 4 were:
Avaya one-X Communicator 1.0.0.57
Avaya IP Softphone R5
Avaya IP Softphone R6
Citrix does not foresee any compatibility issues with other current Avaya softphones (such as, one-X Agent 2.0 R2). For the latest compatibility information, check the Citrix Ready Web site at http://community.citrix.com/citrixready
Memory and CPU Consumption of Avaya Softphones
The memory and CPU consumption of the Avaya softphones were not measured by Citrix. Memory and CPU consumption might not increase linearly with the number of simultaneous users.
Codec Selection and Bandwidth Consumption
Between the user device and the XenDesktop VDA platform in the data center, Citrix recommends using XenDesktop's Optimized-for-Speech codec setting, also known as Medium Quality audio. This codec is specially optimized for voice-over-IP. It consumes approximately 34 Kbps of network bandwidth (17 Kbps in each direction).
Between the VDA platform and the Avaya IP-PBX, the softphone uses whatever codec is configured or negotiated. G711 provides best voice quality but has the highest bandwidth requirement of 80 to 100 Kbps per call (depending on Network Layer2 overheads). G729 provides good voice quality and has the lower bandwidth requirement of 30 to 40 Kbps per call (depending on Network Layer 2 overheads).
Configuration
XenDesktop configuration guidelines:
- Citrix generally recommend using Bidirectional Audio (leveraging the XenDesktop audio driver) rather than raw isochronous USB redirection, because this consumes less bandwidth and put less load on the server.
- Choose the Optimized-for-Speech (Medium quality) audio codec setting rather than the default High Definition setting to minimize bandwidth consumption and latency (encoding time). This codec is ideal for VoIP.
- On each user device, install the minimum required Citrix 11.2 or 12.0 online plug-in/Receiver for Windows or the 11.100 release of the Linux Receiver. These versions include the Optimized-for-Speech audio codec technology.
- Use good quality headsets with noise and echo cancellation.
- Raise the priority of the Audio virtual channel to 0 to optimize real-time performance (see CTX118836 - How to Optimize Audio for XenDesktop).
Avaya is an invited, voting member of the US Access Board Telecommunications and Electronic and Information Technology Advisory Committee (author of the updated Section 255 and Section 508 recommendations) and the FCC Emergency Access Advisory Committee.
Avaya 'VPAT' Voluntary Product Accessibility Templates
The purpose of a Voluntary Product Accessibility Template, or VPAT, is to document the manner and extent to which a product satisfies the accessibility standards of Section 508 of the Rehabilitation Act Amendments.
Communication and Data Infrastructure
Conferencing
Contact Center
Gateways
Messaging
Telephones and Telephony Software
Tested Softphones and Operating System Platforms
The softphones specifically tested by Citrix with XenDesktop 4 were:
Avaya one-X Communicator 1.0.0.57
Avaya IP Softphone R5
Avaya IP Softphone R6
Citrix does not foresee any compatibility issues with other current Avaya softphones (such as, one-X Agent 2.0 R2). For the latest compatibility information, check the Citrix Ready Web site at http://community.citrix.com/citrixready
Memory and CPU Consumption of Avaya Softphones
The memory and CPU consumption of the Avaya softphones were not measured by Citrix. Memory and CPU consumption might not increase linearly with the number of simultaneous users.
Codec Selection and Bandwidth Consumption
Between the user device and the XenDesktop VDA platform in the data center, Citrix recommends using XenDesktop's Optimized-for-Speech codec setting, also known as Medium Quality audio. This codec is specially optimized for voice-over-IP. It consumes approximately 34 Kbps of network bandwidth (17 Kbps in each direction).
Between the VDA platform and the Avaya IP-PBX, the softphone uses whatever codec is configured or negotiated. G711 provides best voice quality but has the highest bandwidth requirement of 80 to 100 Kbps per call (depending on Network Layer2 overheads). G729 provides good voice quality and has the lower bandwidth requirement of 30 to 40 Kbps per call (depending on Network Layer 2 overheads).
Configuration
XenDesktop configuration guidelines:
- Citrix generally recommend using Bidirectional Audio (leveraging the XenDesktop audio driver) rather than raw isochronous USB redirection, because this consumes less bandwidth and put less load on the server.
- Choose the Optimized-for-Speech (Medium quality) audio codec setting rather than the default High Definition setting to minimize bandwidth consumption and latency (encoding time). This codec is ideal for VoIP.
- On each user device, install the minimum required Citrix 11.2 or 12.0 online plug-in/Receiver for Windows or the 11.100 release of the Linux Receiver. These versions include the Optimized-for-Speech audio codec technology.
- Use good quality headsets with noise and echo cancellation.
- Raise the priority of the Audio virtual channel to 0 to optimize real-time performance (see CTX118836 - How to Optimize Audio for XenDesktop).
- Raise the priority of the Citrix audio service (CtxAudioService) to Above Normal (see Microsoft article; this topic is also discussed in CTX124516 - How to Optimize HDX MediaStream Server-Rendered Video).
If delivering softphones to users on a Wide Area Network (WAN) connection, the following additional configuration settings are recommended:
To ensure adequate processing power for real-time traffic on a hypervisor, you might need to either allocate two virtual CPUs or disable the Citrix Gateway Protocol (CGP).
Obtain XenDesktop 4 VDA Hotfix 2 (or above), which includes an enhancement for network congestion to prevent delay in the audio path (Prior to availability of VDA Update 2, this enhancement is available and included in the following CTX132483 – Hotfix XDE400VDAWX64008 (Version 4.0.5066) - For Citrix XenDesktop 4.0 Virtual Desktop Agent x64 . This enhancement introduces voice energy detection, allowing ambient noise (silent packets) to be discarded. This feature is controlled using a registry key.
Use Citrix Repeater and Branch Repeater between the data center and the remote office for Quality-of-Service (QoS).
When installing the Avaya softphone, do not select the IP Softphone for Citrix installation mode, as it is strictly for installation on Citrix XenApp under Terminal Services. Installation on XenDesktop is equivalent to installing on a standard Windows desktop.
Evaluation of Audio Quality over WAN
The Citrix Test team evaluated audio quality under a variety of Wide Area Network conditions using a network simulator. The following results were observed at 5% jitter (E = Excellent; G = Good; F = Fair):
Avaya One X Agent Desktop
Packet Loss (%) | Network Latency (roundtrip, i.e. ping time) | ||||
---|---|---|---|---|---|
0 ms | 50 ms | 100 ms | 150 ms | 200 ms | |
0.0 | E | E | E | E | E |
0.5 | E | E | E | E | E |
1.0 | E | E | E | E | G |
1.5 | G | G | G | G | F |
2.0 | G | G | G | G |
(Measured at 5% jitter with Optimized-for-Speech codec setting)
The generally recommended packet loss metric to support VoIP is 0.5% or less.
Impact of High Jitter
Packet Loss (%) | Network Latency (roundtrip [ping time]) | ||||
---|---|---|---|---|---|
0 ms | 50 ms | 100 ms | 150 ms | 200 ms | |
0.0 | E | E Physical chemistry of metals by Darken. 1909-; Gurry, Robert W. (Robert Wilton) Publication date. 14 day loan required to access EPUB and PDF files. Physical Chemistry of Metals Lawrence Stamper Darken, Lawrence S. Darken, Robert Wilton Gurry, Michael B. Bever Snippet view - 1953. Common terms and phrases. Physical chemistry of metals darken and gurry pdf software. | F | P | P |
0.5 | E | E | F | P | P |
1.0 | E | E | P | P | |
1.5 | E | E | F | P | P |
2.0 | E | E | F | P | P |
(Results with jitter at 10% of one-way latency. E = Excellent; G = Good; F = Fair, P = Poor)
Note: The XenDesktop 4 release does not include jitter buffering. High levels of VoIP jitter over the ICA connection from the user to the VDA platform can result in bad call quality or delay in the conversation.