NICE CXone Configuration and Support for VDI
Understanding VDI
Virtual desktop infrastructure, or VDI, makes it possible to host a desktop operating system on a centralized server in a data center. The term was coined by an industry leader, VMware. VDI technology delivers a desktop image over a network to an endpoint. The endpoint may be a traditional PC, thin client or even a mobile device. This lets the user interact with the operating system (OS) and applications as if they were running locally.
Benefits of VDI
VDI offers a number of benefits that make it appealing to IT departments:
- Since most computing happens on the server, obsolete PCs can often be re-purposed as VDI clients.
- When purchasing new devices, companies can buy machines that are less powerful and less expensive.
- Because all data stays in the data center, that data can be more secure. The endpoint device, like a laptop, has no data on it so there is no risk of losing data if the laptop is stolen.
- You can more easily support mobile and remote worker when the desktop image is in your data center.
Drawbacks of VDI
As with most technologies, VDI also has drawbacks:
- Money saved on endpoint hardware can disappear quickly when you factor in IT infrastructure expenses.
- Storage costs can make VDI cost prohibitive.
- Because VDI relies on network connectivity, users cannot access their virtual desktops without a network connection. In addition, weak connectivity can hinder desktop performance.
- VDI environments add a layer of complexity to your solution that warrants separate proof-of-concept efforts and performance testing to optimize. Using a soft phone with remote connections in VDI environments can cause impact to audio quality.
How NICE CXone Supports VDI
NICE CXone supports the Citrix and VMWare VDI configurations described on this page. This support is based on your use of the approved ranges of VDI software versions and the minimum recommended hardware to set up your user endpoints. NICE CXone does not support configurations that don't meet these minimum requirements. If you choose to implement a VDI solution outside of these guidelines, it may work. However, NICE CXone will not guarantee it or provide advanced troubleshooting through Technical Support.
NICE CXone VDI Supported Voice Applications
| Application | Desktop OS | Browser | Notes |
|---|---|---|---|
| MAX Integrated Softphone | Windows 10, 32- and 64-bit | Chrome | |
| Agent for Salesforce Integrated Softphone | Windows 10, 32- and 64-bit | Chrome | |
| CXone Softphone | Windows 10, 32- and 64-bit | N/A |
VDI requires download of software from CXone and purchase of these SKUs (MRC) for each agent:
|
NICE CXone VDI Support Screen Recording
CXone supports recording of agent screens using ScreenAgent. Specific considerations apply to installation of ScreenAgent in VDI environments.
NICE CXone VDI Requirements: Citrix
NICE CXone is compatible with:
- Citrix Hypervisor Servers Xen 7.6 through 8.2
- Client Versions 7-2109 back to Virtual Desktop 7.6
The minimum Citrix setup supported is:
- Citrix Virtual Desktops on Citrix Hypervisor Servers 8.2
- Cixtrix 12.0 Gateway
- Client Version Citrix Virtual Apps and Desktops 7 2109.
CXone supports recording of agent screen activity using ScreenAgent. Specific considerations apply to installation of ScreenAgent in VDI environments.
Light Setup
This setup represents the minimum requirements to run the NICE CXone on virtual desktops using Citrix VDI.
| Minimum "Desktop" and Network Requirements for Light Setup | |
|---|---|
| Operating System | Windows 10, 32- and 64-bit |
| Processor | 2v CPU |
| Physical RAM |
4 GB total |
| Ethernet | 1 GB; hard-wired connection only |
| Disk Space | 150 GB |
| Sound | Full-duplex, 16-bit sound card or wired USB headset |
| Supported Browsers | Google Chrome, Microsoft Edge, Mozilla Firefox |
| Supported Third-Party Softphones | Zoom, Google, Ring Central, Vonage |
Heavy Setup
This setup represents a more robust set of requirements to run the NICE CXone on virtual desktops using Citrix VDI.
| Minimum "Desktop" and Network Requirements for Heavy Setup | |
|---|---|
| Operating System | Windows 10, 32- and 64-bit |
| Processor | 4v CPU |
| Physical RAM |
4 GB total |
| Ethernet | 1 GB; hard-wired connection only |
| Disk Space | 150 GB |
| Sound | Full-duplex, 16-bit sound card or wired USB headset |
| Supported Browsers | Google Chrome, Microsoft Edge, Mozilla Firefox |
| Supported Third-Party Softphones | Zoom, Google, Ring Central, Vonage |
Bandwidth and VoIP Requirements
| Bandwidth Requirements | |
|---|---|
| Remote or at-home agents must have a reliable high-speed internet connection. | |
| Internet Bandwidth |
35 kbps per workstation for data transport Less than 200 ms average round-tripping reply between workstation and CXone servers Remote or at-home agents must have a reliable high-speed internet connection. |
| Upload Speed | 512Kbps minimum |
| Download Speed | 1.5Mbps minimum |
| Latency |
< 150ms (round trip) |
| Packet Loss | < 0.75% |
| Jitter | < 20ms |
| VoIP Bandwidth Requirements | ||
|---|---|---|
|
The bandwidth needed for voice depends on the codec, or compression algorithm, used by the softphone. The number of simultaneous calls x the codec kbps = total VoIP bandwidth. Codec bandwidth use is bi-directional. A G.711 call requires 88 Kbps up (from agent to caller) and 88 Kbps down (from caller to agent) simultaneously. |
||
| Codec | Speed | Supported? |
| G.711 | 88 KBPS | Y |
| G.729 | 40 KBPS | Special Approval Required |
NICE CXone VDI Requirements: VMWare
The minimum VMWare setup supported is VMWare Horizon 7.3.3 through 8 2106.
Light Setup
This setup represents the minimum requirements to run the NICE CXone on virtual desktops using VMWare VDI.
| Minimum "Desktop" and Network Requirements for Light Setup | |
|---|---|
| Operating System | Windows 10, 32- and 64-bit |
| Processor | 2v CPU |
| Physical RAM |
4 GB total |
| Ethernet | 1 GB; hard-wired connection only |
| Disk Space | 150 GB |
| Sound | Full-duplex, 16-bit sound card or wired USB headset |
| Supported Browsers | Google Chrome, Microsoft Edge, Mozilla Firefox |
| Supported Third-Party Softphones | Zoom, Google, Ring Central, Vonage |
Heavy Setup
This represents a more robust set of requirements to run the NICE CXone on virtual desktops using VMWare VDI.
| Minimum "Desktop" and Network Requirements for Heavy Setup | |
|---|---|
| Operating System | Windows 10, 32- and 64-bit |
| Processor | 4v CPU |
| Physical RAM |
4 GB total |
| Ethernet | 1 GB; hard-wired connection only |
| Disk Space | 150 GB |
| Sound | Full-duplex, 16-bit sound card or wired USB headset |
| Supported Browsers | Google Chrome, Microsoft Edge, Mozilla Firefox |
| Supported Third-Party Softphones | Zoom, Google, Ring Central, Vonage |
Bandwidth and VoIP Requirements
| Bandwidth Requirements | |
|---|---|
| Remote or at-home agents must have a reliable high-speed internet connection. | |
| Internet Bandwidth |
35 kbps per workstation for data transport Less than 200 ms average round-tripping reply between workstation and CXone servers |
| Upload Speed | 512Kbps minimum |
| Download Speed | 1.5Mbps minimum |
| Latency |
< 150ms (round trip) |
| Packet Loss | < 0.75% |
| Jitter | < 20ms |
| VoIP Bandwidth Requirements | ||
|---|---|---|
|
The bandwidth needed for voice depends on the codec, or compression algorithm, used by the softphone. The number of simultaneous calls x the codec kbps = total VoIP bandwidth. Codec bandwidth use is bi-directional. A G.711 call requires 88 Kbps up (from agent to caller) and 88 Kbps down (from caller to agent) simultaneously. |
||
| Codec | Speed | Supported? |
| G.711 | 88 KBPS | Y |
| G.729 | 40 KBPS | Special Approval Required |