How to Capture UCC Data from VDI

You can use Remote DX to set a ControlUp Agent to capture Unified Communications & Collaboration (UCC) data from a Citrix VDA to a physical endpoint. You can monitor and troubleshoot Microsoft Teams with the insights you gain from the UCC data.

Without this feature, the ControlUp for Desktops Agent can see the UCC call data offloaded to the physical endpoint from the Citrix session, but can't identify where the call originated from. For example, in the Live Callers dashboard, you can see the call data, but not the username.

After you follow the instructions in this article, Remote DX can identify the caller and link data from both the graph API and the Agent, letting you use ControlUp UCC monitoring for Citrix-optimized Teams calls.

Prerequisites

You must complete the following prerequisites to enable the feature. You can download the required ControlUp files here.

Environment

VDI/DaaS:

• Citrix Virtual Apps and Desktops:

  • VDA 2103 CU3 or higher
  • Add the CUEPUX channel to your Citrix Virtual channel allowlist policy setting. To learn how, visit the Citrix documentation.

• Add the following registry settings in the Citrix VDA.

  • Key: HKLM\SOFTWARE\Smart-X\ControlUp\Agent
  • Value: send_edge_data (REG_DWORD)
  • Data: 1

• If you use Microsoft Teams 2.1, add the following registry settings in the Citrix VDA. Read the Citrix documentation for details.

  • Key: HKLM\SOFTWARE\WOW6432Node\Citrix\WebSocketService
  • Value: ProcessWhitelist
  • Data: msedgewebview2.exe

Physical Endpoint:

• Launch a native client session (wfica32.exe). Don’t launch an HTML5 browser session. You can launch from a Web Interface/NetScaler web page, if the session opens outside of the browser.
• In Task Manager, verify if both wfica32.exe and HDXRTC are running.

Software Components

• ControlUp Agent and Monitors
• Real-Time DX Console
• Remote DX license
• Remote DX plug-in for Citrix WorkspaceApp on Windows version 2.4.1.2 or higher
• ControlUp for Desktops Agent version 2.13 or higher
• In ControlUp, go to ControlUp for Desktops > Configuration > Settings > Agent > Custom Settings and add the following to the JSON string:

"WidgetSettings": [
        {
            "widget": "cuagent",
            "configs": [
                {
                    "json": "{ \"DataRequested\": [ %EDGEDX.CUAGENT.DATA% ] }"
                }
            ]
        }
    ]

Your custom settings must adhere to JSON format. Click Check and beautify custom settings to confirm that the formatting is correct. After adding the JSON above, your custom settings should look something like this:

See Captured UCC Data

After you complete the prerequisites above, perform the following steps to see fully captured UCC data and verify that you successfully enabled the feature:

1. Make a Microsoft Teams call.
2. In ControlUp, go to Devices > Configuration > Data > builtin_ucc_agent_data.
3. Filter the data for your device name or ID. The tid and oid columns should populate with UCC data provided by the Agent.