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login.prompt-place

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether the agent must enter his place in the login window. When this option is set to true, a new page is displayed during the login phase to specify a place. Enabling this option disables Template loop detected: Template:Optionslink. Do not enable this option if the Template loop detected: Template:Optionslink privilege is granted.

sipendpoint.sip-server-address.peer

Section: interaction-workspace
Default Value:
Valid Values: Any valid host name (either with or without a Fully Qualified Domain Name) or IP Address.
Changes Take Effect: When the session is started or restarted.


In a Business Continuity environment, specifies the host name or IP Address of the Session Border Controller where the peer SIP REGISTER request will be sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request will be sent to the address specified in the TServer option sip-address of the SIP Server that monitors the DN of this agent. In Business Continuity environment this corresponds to the peer site registration.\nTip\nTo set the Domain/Realm of your contact center instead of an IP when WorkSpace SIP EndPoint tries to register through a session border controller (SBC) device, set the value of the this option to the FQDN of your domain instead of just the IP Address.

sipendpoint.sip-server-address

Section: interaction-workspace
Default Value:
Valid Values: Any valid host name (either with or without a Fully Qualified Domain Name) or IP Address.
Changes Take Effect: When the session is started or restarted.


Specifies the host name or IP Address of the Session Border Controller where the SIP REGISTER request will be sent by Workspace Endpoint. If this option is empty, the SIP REGISTER request will be sent to the address specified in the TServer option sip-address of the SIP Server that monitors the DN of this agent. In Business Continuity environment this corresponds to the preferred site registration.\nTip\nTo set the Domain/Realm of your contact center instead of an IP when WorkSpace SIP EndPoint tries to register through a session border controller (SBC) device, set the value of the this option to the FQDN of your domain instead of just the IP Address.

sipendpoint.transport-protocol

Section: interaction-workspace
Default Value: UDP
Valid Values: Select a value from the following list: UDP, TCP, TLS.
Changes Take Effect: When the session is started or restarted.


Specify whether UDP, TCP, or TLS is used for the SIP transport protocol.

sipendpoint.max-failed-ping

Section: interaction-workspace
Default Value: 5
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Number of failed ping allowed on genesys softphone

sipendpoint.ping-interval

Section: interaction-workspace
Default Value: 2000
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Interval in ms between each ping of the genesys softphone

sipendpoint.register-max-attempts

Section: interaction-workspace
Default Value: 10
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Number of failed on check if endpoint is active allowed

sipendpoint.register-interval

Section: interaction-workspace
Default Value: 1500
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Interval in ms between each register on the genesys softphone

sipendpoint.sip-server-address

Section: interaction-workspace
Default Value:
Valid Values: Any valid host name (either with or without a Fully Qualified Domain Name) or IP Address.
Changes Take Effect: When the session is started or restarted.


Specifies the host name or IP Address of the Session Border Controller where the SIP REGISTER request will be sent by Workspace Endpoint. If this option is empty, the SIP REGISTER request will be sent to the address specified in the TServer option sip-address of the SIP Server that monitors the DN of this agent. In Business Continuity environment this corresponds to the preferred site registration.\nTip\nTo set the Domain/Realm of your contact center instead of an IP when WorkSpace SIP EndPoint tries to register through a session border controller (SBC) device, set the value of the this option to the FQDN of your domain instead of just the IP Address.

sipendpoint.uri

Section: interaction-workspace
Default Value:
Valid Values: A valid URI
Changes Take Effect: When the session is started or restarted.


URI of the SIP endpoint used in connector mode. For example: https://localhost:8000

privilege.sipendpoint.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Related Options: login.prompt-place

Enables the usage of Genesys Softphone . Depends on 'Voice - Can Use Voice Channel'. If SIP Endpoint is enabled, the Template loop detected: Template:Optionslink option must be set to false

privilege.sipendpoint.can-mute-speaker

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Allows an agent to mute and unmute the speaker. Depends on 'Voice - Can Use Voice Channel' and 'Workspace Web SIP Endpoint Options - Can Use Genesys Softphone'.

privilege.sipendpoint.can-mute-microphone

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Allows an agent to mute and unmute the microphone. Depends on 'Voice - Can Use Voice Channel' and 'Workspace Web SIP Endpoint Options - Can Use Genesys Softphone'.

privilege.sipendpoint.can-change-speaker-volume

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Allows agents to change the volume of the speaker.

privilege.sipendpoint.can-change-microphone-volume

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Allows agents to change the volume of the microphone.

Configuring for Genesys Softphone integration

For agents that use the Genesys Softphone, you can configure some softphone options in the Workspace Web Application, including Single Sign On (SSO) access, and the mute and volume functions on the Genesys Softphone. For all other configuration, see Genesys Softphone documentation.

Tip

Genesys Softphone supports SRV-based name resolution. You do not need additional configuration to enable this feature, but, as described in RFC 3263, you should not include the port number in the server URI (sipendpoint.sip-server-address).

Enabling agents to use mute and volume on Genesys Softphone

Configure the following options:

Enabling Single Sign On (SSO)

To enabled SSO for the Genesys Softphone, configure the following options:

Enabling Dual Registration with the Softphone

You can enable Workspace to transmit the address of the session border controllers (SBC) to the Softphone, which allows dual registration. Use the following configuration options to enable this feature and specify the two regions:

Disaster Recovery environments are transparent for Workspace in this scenario because the Softphone is registered on both regions. Workspace transmits the following information to the Workspace SIP Endpoint:

   POST <sipendpoint.uri>/RegisterDn 
   Content-Type:application/json; charset=UTF-8
   data: {
       "addresses":["<sipendpoint.sip-server-address>","<sipendpoint.sip-server-address.peer>"],
       "users":["<userName>","<userName>"]
   }

Related Genesys Softphone configuration options

Workspace Web Edition transmits all configured SIP Endpoint options to the Genesys Softphone. Note that there is no dependency on which version of Genesys Softphone is in use. For more information about Genesy Softphone options, see Genesys Container in the Genesys Softphone Deployment Guide.

To translate the Genesys Softphone options to the format of Workspace Web Edition options, use the following pattern: sipendpoint.<Domain>.<Section>.<Setting>

Warning

Agents that are provisioned to use Genesys Softphone must have a default Place configured. These agents can work from any location that supports Genesys Softphone, but their Place cannot be used for a hard phone. For Genesys Softphone agents you must set the value of the login.prompt-place option to false.

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This page was last modified on May 22, 2018, at 04:53.