If you read the “what’s new in XenApp and XenDesktop 7.6 FP3” documentation you may be wondering “what is this new ‘Call Home’ feature?”

Call Home is a familiar term for networking products like NetScaler, but it may be a foreign term for a XenApp and XenDesktop administrators.

The goal of Citrix Call Home is to perform periodic collection of system and product configuration that can be transmitted to Citrix Insight Services (CIS) to help Citrix support and product teams to resolve issues proactively.

In the first release of the feature, we intended to assist support personnel to obtain the necessary information to troubleshot issues. In future releases, we will concentrate on improving the analysis and reporting of the diagnostic data bringing better value to everyone.

How does it work?

In the XenApp/XenDesktop 7.6 FP3 release, Call Home allows administrators to collect VDA diagnostic information that includes: general VDA information, traces (always on tracing), registry settings, Window Management Instrumentation (WMI) information, list of processes and crash dumps from the Windows Operating system with the Virtual Delivery Agent installed.

Administrators can run the “Start-Telemetry” PowerShell cmdlet to collect the diagnostic information that can either be saved locally or directly uploaded to CIS. While sending the information to CIS, administrators can optionally provide a Support Service Request (SR) number (in case they are working with our support representatives on a particular case).

This diagram represents how the information is transmitted and exposed in CIS:

Call Home v1 - How it works

You may find more information about Citrix Call Home on our web site, including some frequently asked questions.

In my next post, I will show step-by-step how to run the “Start-Telemetry” PowerShell cmdlet. Stay tuned.