Topic by Matias Buonavolonta
Content
Hi,
We are defining the deployment strategy of the agent desktop implementation within our callcenter. The same has the following characteristics:
- Over 6,000 agents distributed throughout Latin America in different 9 Call Center locations.
- Access is divided into:
1) Access via Terminal Server and each workstation as contingency access.
2) Direct access to each workstation without access to Terminal Server.
- Agents rotate positions every day so the following happens:
1) Agents do not have a single workstation (workstations are shared).
2) Due to performance issues of workstations and computer security, it is not allowed to save information for more than one day for each user. This limitation also applies to Terminal Server users.
3) The user profile is deleted leaving only the user profile of the Default user. This rule also applies to Terminal Server users.
- Agent can only execute certain executable programs (.EXE) that are listed by the applied GPO. This limitation also applies to Terminal Server users.
Based on what is mentioned before, we started to analyze the download behavior of the ClickOnce client and its installation files (only the files of the path "%USERPROFILE%\AppData\Local\Apps") and wanted to validate the approach we came up with, that is a portable deployment strategy.
Attached Deployment Strategies.docx which contains:
1) A summary diagram of the strategy
2) Deployment Process Workstation related to CSR contingency access and access.
3) Deployment Process Terminal Server related to Terminal Server access.
This approach avoids:
1) Installation of the ClickOnce client on ALL workstations and for ALL users generating a N: N relationship between workstation and user.
2) Installation of the ClickOnce client on ALL the Terminal Server servers and for ALL users generating a N: N relationship between server and user.
3) Modifying the system registry for each installation.
We have done different tests with the Agent Despktop, where we simulated incoming calls, Chat Live, Question form, AddIns, among others. All of this tests where performed successfully.
We wanted to validate our approach and if there is any other side effects that can affect the non-registration of the program in the system.
Thanks, Regards.
Subject edited by Danette Beal for clarity