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Table of Contents

TABLE OF CONTENTS........................................................................................................................................... 2

HISTORY OF CHANGE ........................................................................................................................................... 3

TEST ENVIRONMENT AND PRECONDITIONS .......................................................................................... 4

TEST CONCLUSIONS AND RESTRICTIONS ................................................................................................ 4

INSTALLING COMMUNICATIONS CLIENTS ............................................................................................. 5

INSTALLING MYREPORTS ............................................................................................................................. 8

PUBLISHING APPLICATIONS VIA CITRIX XENAPP SERVER ..............................................................10

DISABLE MYPORTAL FOR OUTLOOK FOR A DEFINED USER GROUP ......................................................................10

PUBLISHING MYAGENT IN XENAPP 6.0 ..............................................................................................................13

PUBLISHING MYREPORTS IN XENAPP 6.0 ...........................................................................................................14

FAX PRINTER FOR HOSTED APPLICATIONS ..........................................................................................................15

How to configure “CommunicationsClients Fax Printer” as default printer: ..............................................15

PUBLISHING FAX COVERPAGE EDITOR IN XENAPP 6.0 ......................................................................................18

AUTO UPDATE OF OSO APPLICATIONS ....................................................................................................18

AUTO UPDATE OF MYREPORTS APPLICATION .....................................................................................................19

UPDATE VIA SETUP WIZARD (COMMUNICATIONSCLIENTS.EXE) .........................................................................20

CITRIX RECEIVER: ONLINE PLUG-IN (CLIENT) .....................................................................................21

TEST RESULTS ..................................................................................................................................................23

SERVER RESOURCES ...........................................................................................................................................23

RAM – ADDITIONAL MEMORY REQUIREMENT ....................................................................................................23

CPU – ADDITIONAL CPU LOAD FROM APPLICATIONS .........................................................................................24

DETAILED TEST RESULTS WITH MYPORTAL / MYATTENDANT ............................................................................25

DETAILED TEST RESULTS WITH MYPORTAL FOR OUTLOOK ................................................................................25

DETAILED TEST RESULTS WITH MYAGENT .........................................................................................................25

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History of change

Vers. State Date Author Comment

0.7 Draft 06.10.2010 installation and test

0.8 Draft 07.10.2010 Ready for tech. review

0.9 Draft 11.10.2010 external version – ready for review

0.91 Draft 16.11.2010 OSO Auto Update tooltip

0.92 Draft 28.01.2011 New memory values V3 R0.91.0_150

0.94 Draft 24.03.2011 New memory values V3 R0.92.0_212

0.95 Draft 24.03.2011 Removed seamless mode

configuration

1.0 Release 31.03.2011 Added performance values

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Test Environment and Preconditions

Microsoft Windows Server 2008 R2, 64 Bit Standard Edition

Wi do s Desktop E pe ie e Featu e i stalled fo fa ie e and audio)

Citrix XenApp 6.0 Enterprise Edition

Citrix Online Plug-in 12.0.0.6410

Java Runtime must be installed for myPortal / myAttendant / myReports application; Test is done

with current version JRE 1.6.0_21 32-Bit and 64-Bit

(http://www.java.com/de/download/manual.jsp)

Microsoft Outlook 2010 (14.0.4760.1000) 32 Bit (64-Bit is not yet supported with myPortal for

Outlook)

OpenScape Office MX (OSO MX), V3R0.0.0_100

Memory and performance values determined on OSO MX, V3R0.92.0_212

Test Conclusions and Restrictions

The Citrix Seamless Mode is currently not supported for

- myPortal

- myPortal for Outlook

- myAttendant

The OSO MX/LX V3 clients can be used in Citrix Desktop Mode.

The major hints and restrictions are:

It is strongly recommended to use 32 Bit Java Runtime Environment (JRE) instead 64 Bit JRE

to save memory resources on server.

Please note that myAgent is currently not generally released for Citrix / Remote Desktop

Server installations. A customer project specific evaluation is required.

MR H : Cit i sea less ode: Po tal , Atte da t a d Po tal fo Outlook : heavy GDI object loss on client side while moving tool tip windows; The application will crash

on client side when GDI object limit (default: 10.000) is reached. These applications should

only be used in Citrix Desktop mode. (Citrix support request is pending)

Data Execution Prevention (DEP) must be disabled on Microsoft Windows 2008 R2 Server.

Defining DEP exclusion on server is ignored by Citrix environment in some cases, when

application is used as hosted application.

MR H81958: Po tal and myPortal for Outlook Favorites window disappears from

screen on undocking in Citrix seamless mode.

OSO Auto Update tooltips are not shown to user in Citrix seamless mode

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Installing Communications Clients Installation must be done with Administrator privileges.

Microsoft advices to put Remote Desktop Services (Terminal Services) Server into install mode,

before installing or removing programs. This can be done via Control Panel-> Add /Remove

p og a s. This is the sa e as t pi g change user /install at the o a d p o pt a d change user /execute afte setup has fi ished.

The CommunicationsClients installation files can be downloaded from OSO MX WBM: Service Center-

> Download Center.

Execute the CommunicationsClients.exe program and confirm the Microsoft “ecurity Warning :

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Applications should be installed in 32-Bit program files directory (default setting):

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“ele t Co plete i stallatio fo all lie ts a d Fa P i te d i e . “ele t Custo to choose

applications separately. T pi al ill i stall Po tal/ Atte da t o l . :

All clients are installed in this example:

Proceed with <Next> until setup wizard is finished...

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Installing myReports Installation must be done with Administrator privileges.

The myReports installation file can be downloaded from OSO MX WBM: Service Center-> Download

Center. The other option is to use (or map) the shared applications directory on OSO MX:

\\<OSO MX IP Address>\applications\install-myReports\

User name: hoome

Password: hoomesw

The myReports.exe must be used in terminal server environment. Confirm the Mi osoft “ecurity

Warning :

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I stallatio is do e ithout use i put to \ProgramData\myReports\ Repo ts.ja

Proceed with <Next> until setup wizard is finished.

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Publishing Applications via Citrix XenApp Server

Disable myPortal for Outlook for a defined user group

The Outlook Add-In is loaded in context of every user on server that is starting Outlook application.

Following configuration can be used, to avoid loading of Add-In for a defined group of users.

Create a new User-Group he e: No_Outlook_Plugi on the Remote Desktop Server. This can be

done via Computer Management:

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Assign all users to group, that should not see and use myPortal for Outlook

Ope p ope ties dialog of OutlookI teg atio file OLI.dll ith ight ouse li k o file.

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Select security settings and de „Full o t ol fo the created user group.

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Publishing myAgent in XenApp 6.0

The myAgent application is published as any other application:

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Publishing myReports in XenApp 6.0

The myReports application is published as any java application. The command line must be

configured with full path to java platform. Quotation marks are necessary, if there are spaces in path

name. Please note, that 32-Bit Java is recommended to be used for myReports to save memory

resources on server:

"C:\Program Files (x86)\Java\jre6\bin\javaw.exe" -jar "C:\Users\All

Users\myReports\myReports.jar"

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Fax Printer for hosted applications

The Co u i atio sClie ts Fax Printer is a aila le fo all Xe App se e hosted appli atio s i print dialog. Basically there is no additional configuration needed.

However, XenApp supports rather complex printing scenarios where client and network printers are

also a aila le i Cit i sessio Auto eate lie t p i te s , he e lie t p i te setti gs e.g. default p i te affe ts Cit i sessio ...

The behaviour can be changed with Windows group policies for Terminal Services. More detailed

settings can be done with Citrix policies.

How to configure “CommunicationsClients Fax Printer” as default printer:

When client printers are created in Citrix session, then also client default printer will override the

use setti g o se e side. To a oid this, ope Xe App Deli e “e i es o sole a d eate a e poli fo Use a d gi e it a easo a le a e:

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E a le setti g Do ot adjust use ’s default p i te :

This can also be done specific for some users only.

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Whe the lie t o o figu es the Co u i atio sClie ts Fax Printer as default p i te , the this setting will be persistent.

Publishing Fax CoverPage Editor in XenApp 6.0

The Fax CoverPage Editor is published as any other application. It can also be opened out of Printer

dialog without publishing before.

Auto update of OSO applications Auto update of applications will wait to execute, as long as one instance of application is still in use by

any user. When all instances of applications are closed, then auto update will be performed

automatically. There is no user input necessary.

Administrator will see from console login, when auto update has not been performed yet.

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After left mouse click on this message, the OSO Update dialog is opened. All listed processes must be

closed, before Auto update can take place. Only users with Administrator privileges will see the

Fo e Update utto . All listed p o esses, e ept Outlook, a e losed o usi g Fo e update button:

Auto update of myReports application

The above mentioned OSO Auto update service does not include the myReports application.

When system update took place then new myReports version will be downloaded on next application

start. Log in with administrator account and start myReports application once.

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Update via setup wizard (CommunicationsClients.exe)

Attention - All client applications must be closed, before running setup

wizard!

Running setup wizard, is not necessary. The update will be performed by OSO auto update service

automatically.

However, if OSO Auto Update does not take place (e.g. disabled, or system offline) then setup wizard

can be used for update, as long as applications are not in use by any client.

Microsoft advices to put Remote Desktop Services (Terminal Services) server into install mode,

before installing or removing programs. This can be done via Control Panel-> Add /Remove

p og a s. This is the sa e as t pi g change user /install at the o a d p o pt a d change user /execute after setup has finished.

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Citrix Receiver: Online Plug-in (client) The published applications and Desktop on Citrix server can be accessed by user via Citrix Receiver

soft a e. Cit i O li e Plug-i is used i this e a ple. The O li e Plug-i i stallation replaces

older Citrix Receiver software (e.g.: „Cit i P og a Neigh o hood Age t ).

Host a e o IP fo Xe App se e is e uested. The i put ill e o e ted to: „http://<Server

IP>/Cit i /PNAge t/ o fig. l

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Windows username and password for login.

Online Plug-in can be found in client tray area. Left mouse click shows published applications. Right

mouse click shows menu.

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Test results

Server Resources

Using OpenScape Office applications has an impact to the PC where they are installed. In case of

terminal server this summarizes for each user that is using the application. The following specific

values and formulas have to be considered when calculating the requirements for the terminal

server.

Reference system:

Windows 2008 R2

Intel Xeon CPU E5620; 2.40GHz (2 processors)

5 GB RAM

RAM – additional memory requirement

Memory needed by each instance of application:

OSO client application Approximately allocated

memory per client

myPortal / myAttendant - 32 Bit JRE app. 70 MB

myPortal for Outlook app. 100 MB

myAgent app. 50 MB

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CPU – additional CPU load from applications

myPortal

myAttendant

myAgent

myPortal for Outlook

Note: BHCA = number of calls (attempts and completed calls) per hour of the whole system

Example for a mixed installation

10 myPortal + 2 myAttendant + 10 myAgent + 5 myPortal for Outlook:

Number of users connected to the system = 30

6 calls per hour

6 * 30 = 180 BHCA

CPU load myPortal = 10 * 180 / 360 ~ 5%

CPU load myAttendant = 2 * 180 / 375 ~ 1%

CPU load myAgent = 10 * 180 / 150 ~12%

CPU load myPortal for Outlook = 5 * 180 / 2150 ~ 0,5%

CPU load for OSO applications ~ 18,5%

<Processor load> [%] = <#user/app> * <telephony traffic> [BHCA]

2150

<Processor load> [%] = <#user/app> * <telephony traffic> [BHCA]

150

<Processor load> [%] = <#user/app> * <telephony traffic> [BHCA]

375

<Processor load> [%] = <#user/app> * <telephony traffic> [BHCA]

360

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Contact Center with higher agent activity (e.g. 20 calls per hour):

20 users with 6 calls per hour

10 agents with 20 calls per hour

120 + 200 = 320 BHCA

CPU load myPortal = 10 * 320 / 360 ~ 9%

CPU load myAttendant = 2 * 320 / 375 ~ 2%

CPU load myAgent = 10 * 320 / 150 ~ 21%

CPU load myPortal for Outlook = 5 * 320 / 2150 ~ 1%

CPU load for OSO applications ~ 33%

These values are rough technical values and should be used for project calculation only, real values

could be different.

Detailed test results with myPortal / myAttendant

Following behavior and restrictions should be considered:

Citrix seamless mode: desktop dialing is not working, when call number is selected in

applications running on local operating system

Citrix seamless mode: Favorites window auto hide is not supported in Citrix seamless mode.

The myPortal Favorites window disappears from screen on undocking it. It does not show up

again on touching left screen border with mouse pointer. Work around: Maximize myPortal

main window or move the myPortal main window to left edge of screen.

Cit i sea less ode: Po tal / myAttendant , hea GDI o je t loss o lie t side hile moving tool tip windows (Citrix support request is pending)

Other server installed application (like MS Outlook, MSIE) can be started from myPortal, even

if they are not a published application for this user on XenApp server (e.g. by Outlook

calender integration, contact import, send email...)

Detailed test results with myPortal for Outlook

Following behaviour and restrictions should be considered:

Citrix seamless mode: The Favorites window auto hide is not supported in Citrix seamless

mode. The myPortal Favorites window disappears from screen on auto hide to left or right

side. It does not show up again on touching the screen border with mouse pointer. Work

around: Maximize Outlook main window or move the Outlook main window to screen

border. Auto Hide function should be disabled.

Cit i sea less ode: Po tal fo Outlook , hea GDI o je t loss o lie t side while

moving tool tip windows (Citrix support request is pending)

Citrix seamless mode: Hot keys do not work when local application on client PC has focus.

They only work, when Citrix hosted applications have input focus.

Detailed test results with myAgent

Following behaviour and restrictions should be considered:

Please note that myAgent is currently not generally released for Citrix / Remote Desktop

Server installations. A customer project specific evaluation is required.

Citrix seamless mode: Hot keys do not work when local application on client PC has focus.

They only work, when Citrix hosted applications have input focus.