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920-105 Symposium Call Center Server Installation and Maint.

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920-105 exam Dumps Source : Symposium Call Center Server Installation and Maint.

Test Code : 920-105
Test Name : Symposium Call Center Server Installation and Maint.
Vendor Name : Nortel
: 52 Real Questions

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Nortel Symposium Call Center Server

Nortel, Genesys unveil name centre application | Real Questions and Pass4sure dumps

Nortel Networks Corp. and Genesys Telecommunications Laboratories Inc. remaining week one after the other released software for name centres geared toward strengthening conversation traces between name brokers and customers.

Nortel launched version four.0 of its Symposium call core web customer, which is a browser-based interface to a Nortel Symposium server.

Nortel says the brand new customer might help agencies roll out name centres sooner with the aid of putting off the need to deploy and control the typical Symposium customer application on particular person call agents’ PCs. The internet client presents most of the identical functions, reminiscent of access to customer historical past and case advice, customer record shows, and computer displays for performance records for particular person agents.

The net customers are able to tie right into a significant utility server running on the Symposium server, which can gather data from internet and computing device-based mostly customers for processing stories on name centre undertaking, calling traits and particular person agent efficiency.

Genesys, a subsidiary of Alcatel, introduced edition 6.four of CallPath, a former IBM Corp. product which Genesys acquired last might also. The new version integrates CallPath name agent administration servers with the Genesys Suite 6 name centre product, in order that clients can manipulate customer email responses and agent/client internet collaboration.

Genesys says CallPath 6.four may be used both by using name centre managers seeking to migrate to a Genesys system, or just to undertake Genesys aspects into their CallPath platform. according to the company, integrating the Genesys Suite with CallPath includes upgrading CallPath servers with edition 6.four and then replacing a teh enterprise’s switch Connection Server or SwitchServer/2 (servers that connect CallPath servers to a PBX or cell swap) with the Genesys’ T-Server product.

both the Nortel Symposium internet customer and Genesys CallPath server software can be found now. The Nortel software expenses US$a hundred per user, now not including back-end server software. Pricing for the CallPath application changed into no longer available.

Nortel Networks in Brampton, Ont., is at

Genesys, with places of work in Saint John, N.B., is at

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iMessaging Integrates i OS application with Nortel call core utility | Real Questions and Pass4sure dumps

agencies that use the Symposium name center application from Nortel now have an easier strategy to achieve integration with i OS purposes. last week, iMessaging options introduced a equipment of software and services that enables its inspire telephony application to combine with Symposium.

Nortel bills its Symposium call core Server as an advanced and scalable platform for automating the distribution of incoming calls in a contact middle. The software makes companies more efficient through guiding callers through a “mobilephone tree” to investigate the purpose of a call, after which routing the call to the consumer service representatives (CSRs) with the acceptable capabilities.

It’s commonplace for Symposium clients to force much more automation into their name center operations by using integrating their call center software with company purposes. This offers merits, such because the capacity to promptly pull up guidance, like customer facts, before routing the name to the appropriate CSR.

however, integrating cellphone systems with enterprise purposes is notoriously tricky, and requires wide customization capabilities. but on account of iMessaging’s new encourage for Symposium providing, Nortel shoppers can connect their Symposium techniques to i OS applications, while leveraging the huge adventure that iMessaging has in this container of contact center operations.

the brand new offering provides two basic advantages, in line with iMessaging. First, the integration makes it possible for the Symposium gadget to bring custom reveal “pops” to the workstations of CSRs. These monitor pops can be a screen from pretty much any i OS utility, and supply CSRs with brief entry to information from core company purposes. It additionally eliminates the need for CSRs to manually navigate through the i OS utility to get to the fundamental reveal.

The 2d improvement is the delivery of interactive voice response (IVR) capabilities that allow callers or call recipients to interact with company functions over the cellphone, the usage of both voice awareness or the cellphone’s keypad. inspire can deliver IVR performance to Symposium for both inbound and outbound calls, iMessaging says.

besides the encourage application, iMessaging’s new answer comprises mission administration, implementation, configuration, and building capabilities. The solution starts at about $20,000. iMessaging is providing potential customers free 30-minute assessments. For more advice, seek advice from

connected reports

iMessaging and IBM crew to force i OS-primarily based IP Telephony

iMessaging Adopts SIP for name core utility

iMessaging provides a manager’s View into name center undertaking

iMessaging provides Outbound Dialing to inspire name center Suite

iSeries-centric name center Suite Renamed inspire

iMessaging Boosts guide for Spanish in Interactive Voice equipment

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BT will switch its name center community to VoIP | Real Questions and Pass4sure dumps

British Telecommunications (BT) plans to migrate its U.k. name centers to a brand new VoIP equipment over the subsequent two years, allowing around 9,seven-hundred name core brokers on 124 websites to work as one team in a single, virtual, client contact core.

reaching the appropriate adult to resolve an issue may also be difficult in a huge corporation reminiscent of BT, and consumers can commonly discover their call transferred a couple of instances, each and every switch obliging them to explain their problem once again. BT recently promised to make it simpler for clients to reach the right person, and so its name middle brokers should be able to switch calls -- and accompanying advice about the consumer's id and explanation for calling -- to the appropriate vicinity.

With the brand new device, "we are able to move calls across the company to guide BT's 'My client promises,'" talked about Alf Ellis, head of BT's internal voice solutions.

The challenge will take between 18 months and two years to comprehensive, he mentioned.

BT will spend round $5 million on new VoIP machine from Nortel, including five Nortel verbal exchange Server a thousand techniques for the main websites in England (Gatwick, Cambridge, Walsall and Bristol) and Scotland (Edinburgh), in line with Nortel. The deal additionally contains a laptop Nortel 2004 IP telephone for every of the 9,seven hundred call middle agents and a Symposium name middle Server, making it probably the most biggest digital name facilities in Europe. The gadget replaces present Nortel equipment, including Meridian 1 PBXs and Meridian Max name middle application.

one of the crucial challenges for the systems integrator, BT's personal international functions division, could be to make use of laptop telephony integration (CTI) functionality to hyperlink the name core with returned-workplace databases of client relationship administration applications so that agents can see, for instance, the identities of callers and the histories of their debts.

"BT will make use of Symposium CTI and other CTI purposes" for CRM work, Ellis said. He would no longer identify the CRM functions BT uses.

For the call middle brokers, this may be their first encounter with VoIP inside BT -- but the business has already used the technology on the maximum tiers, in accordance with a Glynn Evans, Nortel's account manager for BT.

"We had deployed IP telephony at BT's headquarters in Newgate road, London, final year," he referred to in an email. That gadget served 2,000 employees, together with BT's govt management board.

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Symposium Call Center Server Installation and Maint.

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Building a Call Center with LTSP and Soft Phones | real questions and Pass4sure dumps

A new customer approached us with a need to provision the office. The customer was receptive to open-source software and was interested in using Linux. Being a nonprofit organization, the budget for the project was tight.

We provisioned the new office with a server running software from the Linux Terminal Server Project (LTSP) to make the desktop economical from the start. They then installed an Asterisk server as a PBX for the call center. To make things easier for the staff, they wanted to have a working soft phone on their terminals with headsets for hands-free operation.

This article discusses the installation and use of the LTSP build environment to build Qt and KPhone so the staff members could run KPhone locally on their terminals. I do not discuss the installation of Linux or Asterisk here, but I have included the relevant context for KPhone, which resides in the Asterisk sip.conf file. They used Gentoo for this particular LTSP server, but any Linux distribution can do the job.

Software Needed

The main software packages needed for this project were LTSP, KPhone and the LTSP build environment (LBE). LTSP easily provides thin-client access to a main server. They often recommend LTSP as an economical way to equip an office, because it focuses monetary resources on the main server rather than on the individual stations. The incremental cost of adding a new user to the office is relatively small, and administration is simplified.

The customer's new office is intended to be a small call center, so hands-free phone operation is a big benefit. They wanted to try using headsets and amplifiers that use a computer sound card for their connectivity rather than hardware phones. These headsets, coupled with software SIP phones on each user's local station, allowed us to meet their phone needs without having to buy separate phone equipment.

Because they already were using Asterisk (see the on-line Resources) as the PBX for the office, it seemed logical to use an open-source software phone. They decided to use KPhone (see Resources) as the software SIP phone, because it had proven reliable on standalone systems previously tested. One of the drawbacks of every SIP soft-phone package they investigated at the time was none supported a network-enabled sound protocol. As a result, they were required to run locally on the station that physically has the sound card. As these stations are thin clients that boot from the main server, KPhone needs to be resident in the filesystem on each station. When a user runs KPhone from the desktop, which runs on the server, the KPhone process needs to start in the local terminal environment.

KPhone is not a standard part of the LTSP package, so they needed to build it inside the local stations' root filesystem that is NFS-mounted from the server at boot time. Building software for the terminals' root filesystem requires LBE (see Resources). Building software in LBE also requires that all necessary libraries be present in the filesystem. One of the other benefits of KPhone is the Qt library is the only library required beyond those already in LTSP.

Installation and configuration of LTSP are detailed in the LTSP documentation (see Resources). One deviation from the standard install of LTSP is that the DHCP configuration file must reference the root filesystem that LBE builds rather than the root filesystem installed with the LTSP package (Listing 1).

Listing 1. Their LTSP Section of dhcpd.conf

# LTSP Path Options option root-path ""; #LTSP boot image (relative to the TFTP root) filename "/pxe2/pxelinux.0";

Technically, they did not need the LTSP package because LBE includes the necessary boot image and root filesystem. However, if you are not already familiar with LTSP, I recommend you install that package first and get it operational. Deploying LTSP involves the configuration of other standard software included with almost all Linux distributions: DHCP for assigning IP addresses, boot images and root filesystem information for the stations; TFTP for client stations to retrieve their boot images; and NFS for thin clients to remote-mount their root filesystems and the /home filesystem for running remote applications. Installing LTSP provides demo configurations for all of these packages that makes setup much easier for a novice.

The main LTSP documentation describes well most of the preparation for running applications locally on the clients. Their installation and configuration also are covered on the LTSP 4.1 Web page. In addition to the software mentioned above, you also need to configure SSH client and NIS on the server.

SSH is the means they used for starting the process on the remote client. Notice that the LTSP 4.1 documentation demonstrates the use of rsh for launching the applications. Although that would work, the required dæmons for rsh no longer are part of the LTSP package. SSH is now the norm for launching local applications. You can find information about preparing for SSH launching of local applications in the Local Applications section of the LBE documentation.

NIS is needed because the thin clients need to authenticate users through SSH as they launch the applications. NIS configuration is guided by the NIS HOWTO. One item that was not immediately obvious from the documentation was that NIS would complain that /etc/publickey was not present. Creating that file with touch /etc/publickey solved the problem.

Once all the supporting software is in place, configuring LTSP to run local applications is easy: set LOCAL_APPS = Y in /etc/lts.conf within the LTSP root filesystem. This causes the clients to mount the /home directory from the server with NFS. Also, NIS is made active by /var/yp/nicknames, /etc/yp/conf being created on the clients, domainname being run with the value of the NIS_DOMAIN entry in the lts.conf file and ypbind being run. The sshd dæmon also is activated on the client.

For SSH operations to be transparent to users, they need SSH keys created without expecting users to do it themselves. To accomplish that, they installed superadduser in Gentoo, which is reported to be adduser from Slackware (see Resources) and modified it to generate the SSH keys automatically for the user when the user is created (Listing 2).

Listing 2. Additions to /usr/sbin/superadduser

# su to the user and generate their SSH keys su - "$LOGIN" -c "ssh-keygen -q -t dsa -C '' -N '' -f "$HME"/.ssh/id_dsa" # # cp the new public key to the authorized_keys file cp "$HME"/.ssh/ "$HME"/.ssh/authorized_keys chown "$LOGIN":"$( echo $GID | awk '{print $2}')" "$HME"/.ssh/authorized_keys # # update the NIS stuff (cd /var/yp; make > /dev/null)

Aside from configuring local applications to run on the client terminals, they also need to make sure the sound cards are active when the thin clients boot. Normally, one would set SOUND = Y, SOUND_DAEMON = <nasd or esd>, VOLUME = <default volume level> and possibly SMODULE_01 = <ISA configuration string>. However, doing so not only causes the sound driver to be loaded into the kernel, but it starts the sound dæmon, which they do not want. They need the sound card to be available for KPhone when it starts on the terminal.

What they do instead is set SOUND = N to keep the normal sound system from being activated and MODULE_01 = <kernel module for the PCI soundcard>, because LTSP does not have isapnp support, so audio needs a PCI audio device. They also set RCFILE_10 = "kphone" to run the initial configuration script to ready the system for KPhone by using the audio device. Then, in /etc/rc.d in the clients' root filesystem, they put the KPhone script (Listing 3) to enable access to the /dev/sound/* files. -rwrwrw access is not the most secure, but because only one user is running processes on the terminal at a time, it works fine. Finally, they turn on the microphone and adjust the gain and volume levels.

Listing 3. <LTSP root>/etc/rc.d/kphone

#!/bin/bash echo Setting up the system for using kphone locally echo change the permissions on the audio files... /bin/chmod 666 /dev/sound/* echo Turn on the microphone, adjust gain and volume /bin/aumix-minimal -m R echo Turn gain and volumes up to maximum /bin/aumix-minimal -m 85 /bin/aumix-minimal -p 100 /bin/aumix-minimal -v 100

Building Qt and KPhone

Now that you have the LTSP environment configured and operational, you can build the LBE. Getting LBE from CVS is as simple as:

cvs -d checkout -s

You then need to su to root—using sudo with the LBE doesn't reliably work—and run ./build_all. You can take a break here, as the build of LTSP in LBE takes some time to complete.

Once you have the new root filesystem for the terminals built, change your DHCP configuration to refer to that boot image and root filesystem, and restart your DHCP server. You probably want to move /etc/lts.conf from your old LTSP root filesystem to the new one. You also should move the system-wide SSH known-host keys—the ones you created as per the Local Applications section of the LBE document—to the new filesystem.

Now they need to build the Qt libraries and then KPhone inside the clients' root filesystem. The LTSP Build Environment (LBE) makes this much more manageable. Adding packages for building in the environment amounts to creating a package.def file in a directory named for the package. The package.def files describe how to get, verify the download, unpack, configure, build and install the package software. The build script in the ltsp-src directory then does a chroot and executes the build process.

Through trial and error and discussions on the LTSP IRC channel (see Resources), they were able to construct the required package.def files (see Resources for those files). Constructing the package.def file for building Qt, in ltsp-src/qt under the LBE root, was a straightforward process. Each build exported the same variables to the build environment. Notice, also, that threading is turned on explicitly at the CONFIGURE stage. KPhone builds much more easily if Qt has threading enabled, but it is not enabled by default in Qt.

Building KPhone was a bit more complicated. The package.def file (see Resources) works well enough, but the x-includes configuration option does not seem to change the resulting Makefiles. This would cause compilation errors when building trayicon.cpp. Manually adding -I/usr/X11R6/include to CFLAGS in kphone/kphone/kphone/Makefile (Listing 4) after the configuration stage seemed to fix the problem, however. The steps to build KPhone in LBE are then:

ltsp-src# ./build --configure --only=kphone ltsp-src# vi kphone/kphone/kphone/Makefile (Add "-I/usr/X11R6/include" to CFLAGS) ltsp-src# ./build --only=kphone

We also noticed that the icons were not being located properly by KPhone at first. Making a link to ../../share/kphone in opt/ltsp/i386/usr/share from the LBE root—/usr/share from the clients' root—allowed KPhone to find the icons correctly.

Listing 4. Modified CFLAGS in kphone/kphone/kphone/Makefile


To run KPhone, they put a script in /usr/bin on the terminal server called kphone (Listing 5). This script simply opens access to the xserver, determines the terminal at which the user is sitting and starts the KPhone process on that terminal.

Listing 5. KPhone Script on the Server

#!/bin/bash xhost + > /dev/null HOST=`echo $DISPLAY | awk -F: '{ print $1 }'` export HOST ssh ${HOST} env DISPLAY=:0.0 /bin/kphone

To make things easier for the users, they created an entry in the KMenu for KPhone that they can select or move onto their docks if they wish. This entry is created by adding the file kphone.desktop (Listing 6) to /usr/kde/3.3/share/applications/kde on the terminal server.

Listing 6. kphone.desktop

[Desktop Entry] Comment= Exec=kphone GenericName=Office Telephone Icon=/usr/kde/3.3/share/icons/Locolor/32x32/apps/kab.png Name=kphone Path= StartupNotify=true Terminal=0 TerminalOptions= Type=Application Categories=Qt;KDE;Office X-KDE-SubstituteUID=false X-KDE-Username=

The user then can select the KPhone menu item and launch KPhone (Figure 1). The first time the application is run, the user has to select File→Identity to open the Identity dialog (Figure 2) and enter the connection information. The data to enter here must match that information for the SIP accounts on the VoIP server (Asterisk in their case). Because KPhone stores its configuration in the user's home directory, it need be configured only the first time the user starts KPhone. Because /home is NFS-mounted from the server, the station where users log in is their phone, so the phone effectively follows them if they should change workstations. Once users have registered with the server, they can make calls from the call dialog and DTMF panel (Figure 3).

Figure 1. The user's desktop environment runs on the LTSP server, but KPhone runs locally.

Figure 2. When first running KPhone for a new user, enter the information for the Asterisk server.

Figure 3. The KPhone call dialog works like a hardware phone.

Initially they had KPhone running, but the response time for any action was horrible. Any time the user would perform an action that caused an SIP message to be sent—dial a number, press a phone button on an active call, answer or hang up the phone—it would take nearly a minute for the action to occur.

We determined that this problem was occurring because of a DNS name resolution issue that was waiting to timeout. The solution was to put entries into /etc/hosts for each of the stations that would be running KPhone, install dnsmasq on the terminal server and have the terminals reference the terminal server as their DNS server, configured in dhcp.conf. There are other, perhaps better, ways to solve this issue, but this solution took minimal time to configure and run, and it worked. Finding the source of the problem was the hard part.


There have been a couple drawbacks to this system. Occasionally KPhone closes for no given reason, which can be quite annoying. They have not yet determined the cause of this problem, and they hoped that upgrading KPhone to 4.1 might help.

The KPhone package.def file contains the necessary lines for building KPhone 4.1.1. The change to the Makefile mentioned above for 4.0.5 still applies as of 4.1.1. Their preliminary tests indicate, however, that 4.1.1 has the same problem of closing suddenly for an unknown reason. They have inquired with the maintainers of KPhone to see if they can help, but so far they do not know the cause of the problem.

Another drawback is that when the phone rings, it rings through the headset and gives a visual alert on the screen. If users are not in front of their terminals with their headsets on, they will not know that their phones are ringing. Once the call center is in full operation, operators probably will spend most of their time at the terminals, so this may not be a problem.


We now have KPhone installed and able to be run from any terminal attached to the LTSP server. Adding another user is as simple as creating an account for them on the server, adding a SIP phone entry for them on the phone system and having them configure KPhone. The terminal server is the single point of maintenance for everyone's desktops. Even though KPhone runs locally on each terminal, the LTSP build environment is the single point of maintenance for all of them.

The cost for the system is concentrated in the terminal server and phone system. The incremental cost for each new user is the cost of a low-end terminal and a sound card headset. This expense is much more cost effective than putting a full workstation at each desktop along with a headset-capable hard phone.


Thanks to James McQuillan at the Linux Terminal Server Project for his excellent documentation (LTSP and LBS) and everyone on the LTSP IRC channels that helped me get KPhone running locally. Also thanks to Thorsten Kukuk for authoring “The Linux NIS(YP)/NYS/NIS+ HOWTO”. Thanks to Mark Spencer, Digium and everyone involved with the Asterisk Project who have made open-source telephony a reality, as well as the author(s) of KPhone. And thanks to Trolltech, the creators of the Qt application framework.

Resources for this article: /article/8460.

Thin client computing: Central management, anywhere access | real questions and Pass4sure dumps

Few IT duties are as universal as the care and feeding of the corporate desktop. While other aspects of IT get easier thanks to new technologies like server virtualization, there's still no magic pill to alleviate the day-to-day drudgery of maintaining and securing hundreds, thousands, or tens of thousands of desktop systems.

The drawbacks of desktops go beyond the burdens of management and maintenance. They involve employee mobility, client hardware refreshes, data security, and, under certain conditions, even power consumption and cooling.

[ Get the full scoop on doing thin client deployments right in the InfoWorld "Thin Client Deep Dive" PDF special report. | Better manage your company's virtualization with their Virtualization Report newsletter. ]

One answer to desktop sprawl is thin client computing, which consolidates user applications and environments at the server, vastly reducing the overhead associated with desktop software and hardware. Users access the host server over the network using a variety of clients -- such as low-cost terminals or aging systems that would otherwise be obsolete. Instead of running around babysitting desktops, administrators take care of business in the datacenter, saving time and resources.

Unfortunately, there's no straight-and-narrow path for migrating from fat desktop clients to thin clients. But there are more options than ever before.

Server-based, thin client computing today takes several forms. Traditionally, thin client solutions revolved around groups of terminal servers running dozens of individual user sessions. The back-end frameworks were comprised of Microsoft Terminal Services (renamed Remote Desktop Services with the arrival of Windows Server 2008) and occasionally a Citrix infrastructure to improve performance and manageability. In recent years, VDI (virtual desktop infrastructure) has emerged to offer a different approach, using virtualization to split out each user session into a VM (virtual machine) unto itself. Like traditional thin client solutions, VDI uses the Terminal Services/Citrix connection broker model to deliver the virtual desktops to users.

Traditional thin client computing Terminal Services (aka Remote Desktop Services) is the low-hanging fruit on the thin client tree. It's extremely simple to buy a few cheap thin client devices, install Microsoft Windows Server 2003 or 2008 on a server, configure the Terminal Services or Remote Desktop Services role, and have the clients connect to that server for their desktop sessions. For certain use cases -- such as data entry, forms processing, call center duty, and hospital rounds -- Terminal Services may be all that's necessary.

Generally speaking, this solution is best suited for single-application or light applications use, as the complexity and overhead associated with more applications and more users can quickly overcome the lower relative cost. There can also be issues with user acceptance and overall interaction with traditional thin client computing. Users accustomed to music and movies on the PC may be dismayed to find that audio and video playback is spotty at best, or plain absent. The use of USB peripherals can be extremely problematic, and printing across slower WAN links can result in sluggish user sessions.

The benefits of Terminal Services are low price and ease of installation and maintenance. The downsides are a lack of scalability, potentially problematic performance over lower-bandwidth and higher-latency connections, and overall manageability. In short, it'll do for a small, dedicated rollout, but once it escapes those confines, it's generally time to move up the chain.

Citrix XenApp Citrix is second only to Microsoft in the Terminal Services game. The Citrix XenApp offering (formerly known as Presentation Server, and before that, MetaFrame) provides a significant management and performance layer on Terminal Services and enables far more fluid management of larger thin client implementations.

Those benefits come at a significant price, naturally, but in larger shops, the extended management is a requirement, not a luxury.

One of the more significant aspects of XenApp is that it uses the ICA protocol, as opposed to the RDP protocol that Microsoft Terminal Services uses. ICA is a thinner, cleaner, and more malleable protocol that functions better on lower-bandwidth, higher-latency connections and offers significant internal benefits as well, such as the ability to prioritize specific traffic within a connection, even to the application level. For example, in a particular user session, it's possible to maintain the snappy response of Microsoft Excel while reducing the performance of a background application that is not being used in real time. Features like that can make an otherwise sluggish and problematic user session feel much more like a local desktop system.

XenApp has other benefits, such as the management layers and connection options that provide load-balancing, high- and low-level user management (including session monitoring), and internal and external connection security. The latter is quite important, especially in some such vertical markets as health care, where HIPAA compliance is required. It also enables users to securely attach to their corporate desktop sessions from wherever they happen to be, using standard Internet browsers. In this respect, it can function much like a traditional VPN without requiring standard clients or specialized VPN concentrators.

XenApp can also handle heavier user workloads and application counts than plain Microsoft Terminal Services. That said, many applications will not function well in a XenApp virtualized application environment. Some will not work altogether; some may function, but their use in a Terminal Services deployment is not supported by the software vendor. It is extremely important to validate all planned applications prior to building any sort of thin client environment, or you may get caught short later.

Several other attributes of XenApp make the overall user experience far closer to a traditional desktop. The enhanced audio and video playback technology, alongside the remote printing services, overcome long-standing objections to thin-client computing -- as do management and support of USB peripherals beyond just flash drives. The latter is especially important in many point-of-sale environments, or anywhere where USB peripherals beyond a keyboard and mouse are a requirement.

Eggs and baskets With any thin client scheme, you will always be subject to the underlying reliability of operating system and application interaction. If you have a farm of terminal servers that handles dozens of active sessions at any one time, the abrupt failure of one of those servers results in the abrupt loss of each of the sessions running on that server. Users will be able to reconnect to another server assuming there's enough capacity, but any unsaved work from the original session will be lost.

Couple this fact with the relative fragility of some applications, and once again it becomes apparent that prior testing and vetting of every application is an absolute must.

In practice, a well planned and implemented Citrix XenApp infrastructure is reliable, easily managed, and responsive, but in environments without proper planning, it can be extremely challenging to maintain.

Read more about how deplot XenApp thin clients in InfoWorld's free PDF report, "Thin Client Deep Dive," including:

  • Virtual desktop infrastructure
  • Creating the optimum mix
  • Client hardware
  • Desktop vs. server
  • This article, "Thin client computing: Central management, anywhere access," was originally published at Follow the latest developments in virtualization at

    Why You Need the Production Control Function | real questions and Pass4sure dumps

    The production control group addresses second-level production support activities. If you don't have this quality assurance group in place in your infrastructure, read this article to see what you're missing.

    Placing special emphasis on a comprehensive approach combining organization, people, process, and technology, Harris Kern's Enterprise Computing Institute is recognized as one of the world's premier sources for CIOs and IT professionals concerned with managing information technology.

    From the author of 

    My previous article talked about the importance of having a QA function in the infrastructure development and support organization. This article discusses the group's responsibilities.

    The production control group addresses second-level production support activities. This includes acting as a liaison between applications development staff, user community, database administration, systems administration, and computer operations to resolve production problems, implement new systems, and change existing systems. This also includes ownership of key data center processes.

    Whoever developed the idea of three levels of support within an organization was a genius. This is one of the best structures ever designed, and probably the single most important reason that the mainframe world—in particular, the data center—was so successful. Some of the roles and responsibilities of this structure are described in the following sections.

    Level 1
  • Monitor systems (servers, network, peripheral devices).

  • Perform incremental and full backups.

  • Provide tape librarian functions.

  • Assist in the physical layout of production servers.

  • Issue trouble tickets and monitor the data center on a 24x7 basis.

  • First-level problem determination and resolution attempt. After N number of minutes, as determined by the problem management process, the problem will be escalated to second-level support.

  • Level 2
  • Process design, implementation, ownership, and accountability (production acceptance, change management, etc.).

  • Support software installation and configuration.

  • Perform system maintenance as required.

  • Perform storage management functions.

  • 24x7 on-call support.

  • Perform disaster-recovery drills.

  • Establish end-of-life plans to deactivate servers and applications.

  • Monitor system and network performance.

  • Provide online availability statistics.

  • Define and reset standards to support mission-critical applications.

  • Problem determination and attempted resolution. After N minutes as determined by the problem management process, the problem will be escalated to third level.

  • NOTE

    Second-level support should do everything possible to resolve the problem before escalating to the third level: the senior gurus of the department. Senior system administrators and database administrators are worth their weight in gold. The entire organization needs to protect this valuable resource.

    Level 3
  • Physical location of the server, network connections, and sufficient power for all peripherals.

  • Preventive maintenance diagnostics on all incoming equipment.

  • Partitioning the disks during OS installation.

  • Configuring the OS.

  • Applying patches to the OS as needed.

  • Assisting database administration with RDBMS installations.

  • Installing any unbundled products, such as tape management and disk mirroring, and applying patches to unbundled products as needed.

  • Installing all required support packages, such as the console server, auto-pager, preventive maintenance routines, and so on.

  • Support of software installation and configuration.

  • Maintaining and configuring system security.

  • Performing system maintenance as required.

  • 24x7 on-call support.

  • Performing disaster-recovery drills.

  • Monitoring system and network performance.

  • Tuning systems for peak performance.

  • Implementing capacity planning.

  • Performing security audits and monitoring security access.

  • Establishing system user accounts and root ownership.

  • Defining and setting standards to support mission-critical applications.

  • Problem resolution. The buck stops here; if they can't fix the problem, no one can.

  • Designing and architecting infrastructure-related programs.

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