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Workspace Desktop Edition SIP Endpoint

Procedures

Purpose: To enable an agent to use the Workspace Desktop Edition SIP Endpoint to send and receive SIP-based interactions.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • A Workspace Application object exists in the Configuration Database.
Start
  1. Allow the SIP Endpoint privileges (see SIP Endpoint Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
  2. If required, configure the SIP Endpoint options in the interaction-workspace section of the Workspace Application object (refer to the SIP Endpoint configuration option reference for a list of SIP Endpoint options and a description of how to configure them).
  3. If required, configure SIP Endpoint for SIP Proxy support.
  4. Set the following TServer section options for the DNs of the Place to which the agent is logging in:
    • refer-enabled = false
    • sip-cti-control = talk,hold
    • voice = true
  5. Install Workspace Desktop Edition SIP Endpoint (refer to Procedure: Installing the Workspace Desktop Edition SIP Endpoint).

End

Purpose: To enable an agent to view a display that contains a preview of an inbound SIP interaction.
Prerequisites

  • Target agents are using an internal or external SIP endpoint.
  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • A Workspace Application object exists in the Configuration Database.
Start
  1. Configure a SIP DN for an agent with the preview feature by setting the value of the preview-interaction option to true in the TServer section of the annex of the DN.
  2. To test the configuration, log the agent in to Workspace on the place that contains the DN that you configured in Step 1.
  3. Use a SipEndpoint sample application to connect to a different SIP DN.
  4. Make a call to a queue (Call to sip:<QueueNumber>@<SIPServerHost>) that routes interactions to the agent's Place Group that contains the agent.
  5. The SIP Preview Interactive Notification is displayed on the agent's desktop.

End

Purpose: To enable an agent to receive inbound SIP video interactions.
Prerequisites

  • Target agents are using Workspace SIP Endpoint 8.5.0.
  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • A Workspace Application object exists in the Configuration Database.
  • A webcam connected to the agent workstation.
Important
Workspace SIP Endpoint 8.5.0 supports only the VP8 video codec.

Start

  1. Configure the values of the following SIP Server options:
    • TServer\default-music — Specify the path to an audio or video file to be played when the video call is on hold. The path is relative to the MCP root directory (for example: video/on_hold.avi). Video files must be .AVI file format with VP8 encoding. The frame rate must be 8000/16000 Hz for audio. 30 fps is recommended for video.
    • TServer\info-pass-through Specify the value true.
  2. Configure the values of the Media Control Platform (MCP) 8.1.7+ options:
    • mcp\codec — Specify the list of codecs known by MCP and presented to SIP Endpoints. This list must include the vp8 codec to enable video hold, transfer, and conference.
    • mcp\transcoders — Specify the list of transcoders used by MCP. This list must include the vp8 codec to enable video hold, transfer, and conference.
    • conference\video_output_type — Specify the type of video output for conferences to be single (mixed mode is not supported).
  3. Allow the following SIP Endpoint privilege (see SIP Endpoint Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
  4. Activate the Workspace video capability by specifying a value of true for the sipendpoint.policy.session.auto_accept_video configuration option.
  5. For the sipendpoint.video.auto-activate configuration option, specify true to automatically connect to the video stream or false to require agents to manually connect to the video stream.
  6. To control the size of the thumbnail of the local video stream specify a value for the sipendpoint.video.thumbnail-ratio configuration option.
  7. For the sipendpoint.video.always-on-top configuration option, specify true to display the Video window always on top of all the other windows of the agent workstation or false to allow other windows to be on top of the Video window when they are made the active window.

End


This page was last modified on May 29, 2014, at 08:27.

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