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:

  • Hosted Softphone w/ VDI (Unencrypted) 1284-1283-000-XX
  • Hosted Softphone w/ VDI (Encrypted) 1284-1284-000-X

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.

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