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Workspace Desktop Edition SIP Endpoint

Workspace Desktop Edition supports two different SIP Endpoints: Interaction Workspace SIP Endpoint 8.0.2 and Workspace SIP Endpoint 8.5.0. If you want to continue to use SIP Endpoint 8.0.2, use the configuration options that are described in the Interaction Workspace 8.1.4 Deployment Guide.

Workspace provides three templates from which you can choose when you deploy, one for the application, and two optional ones for the Workspace SIP Endpoint. This means that there are three possible deployment configuration scenarios, depending on your environment, and whether you want to use the new Workspace SIP Endpoint video features.

  1. Workspace_Desktop_Edition_850.apd — Deploy only this template if you want to use a different SIP Endpoint.
  2. Workspace_Desktop_Edition_SEP802_850.apd — Deploy this template to use Workspace and the Workspace SIP Endpoint 8.0.2.
  3. Workspace_Desktop_Edition_SEP850_850.apd — Deploy this template to use Workspace and the Workspace SIP Endpoint 8.5.0.

You can install an optional SIP Endpoint that can be added as a privilege to enable the agent workstation to handle SIP Voice-over-IP calls. The Workspace Desktop Edition SIP Endpoint does not have an interface; instead, it adds interface elements to the Voice Interaction window, including muting and volume control for both the microphone channel and the speaker channel of the selected audio device(s) on the agent workstation.

Tip
Any USB headset that is supported by the Windows Operating System should work normally with Workspace Desktop Edition SIP Endpoint.

Other SIP Voice features include: automatic gain control, beep tone, auto-answer, unavailable headset detection, log-level support, Real-time Transport Protocol (RTP) support, and speaking detection.

Workspace Desktop Edition SIP Endpoint is started and stopped by Workspace. Both applications employ a keep-alive mechanism that allows each to detect when the other is no longer running. If the SIP Endpoint detects that Workspace is no longer running, it waits for any active calls to end, and then exits. If Workspace detects that the SIP Endpoint is no longer running, it starts a new instance of Workspace Desktop Edition SIP Endpoint.

The Workspace Desktop Edition SIP Endpoint can be configured at any level of the configuration-layer hierarchy, from Tenant to agent. Workspace employs the following privilege for activating the Interaction Workspace SIP Endpoint:

  • Can Use Embedded SIP Endpoint

Refer to the SIP Endpoint SDK for .NET Developer's Guide for a list of supported codecs for the Workspace SIP Endpoint.

USB Headset Configuration

You can use the following options to configure Workspace to use a headset:

If these options are set, and the corresponding USB headset is connected to the agent workstation at start-up time, the headset is selected automatically.

If the configured USB headset is not connected to the agent workstation, then the behavior depends on the following configuration option in the interaction-workspace section of the Workspace Application object:

This option specifies whether the agent must plug in the specified USB headset to complete logging in. By default, when it is set to false, and if the headset is not plugged in at start-up time, the default audio devices that are available on the workstation, if any, are selected. When it is set to true, and if the headset is not plugged in when the agent logs in, Workspace waits for the headset to be plugged in before finalizing the login of the voice channel. The behavior of other medias, such as e-mail and chat, are not affected by this option.

Workspace Desktop Edition SIP Endpoint enables agents to switch to a pre-configured Not Ready state if the USB headset becomes unplugged after the agent has logged in to the SIP Voice Media. The agent will remain logged in to other eServices media such as e-mail and chat.

Use the following configuration options in the interaction-workspace section of the Workspace Application object to control the behavior of this feature:

Workspace Desktop Edition SIP Endpoint can be configured to retain volume setting of the USB headset between agent sessions.

Use the following configuration options in the interaction-workspace section of the Workspace Application object to control the behavior of this feature:

Session Border Controller

Interaction Workspace SIP Endpoint supports connecting to SIP Server through a Session Border Controller (SBC) (refer to Server 8.1 Deployment Guide). You must configure Interaction Workspace to connect to SIP Server through an SBC instead of directly to SIP Server.

If you do not configure Interaction Workspace to connect to SIP Server by using an SBC, Interaction Workspace SIP Endpoint connects directly to SIP Sever to register the agent SIP Endpoint by using the TServer/sip-address and TServer/sip-port options of the corresponding SIP Server application. When you configure Interaction Workspace to connect by using an SBC you decouple the address and port information that is sent to the SIP REGISTER from SIP Server and Interaction Workspace obtains the host address and port from the configuration.

Configure the following two options in the interaction-workspace section of the Application, Tenant, Agent Group, or User object.

Genesys SIP Proxy Configuration

Workspace Desktop Edition supports Genesys SIP Proxy. This feature enables SIP high availability (HA) without requiring a virtual IP address. Refer to the SIP Proxy 8.1 Deployment Guide for information about deploying and using SIP Proxy.

Limitations

  • Workspace SIP Endpoint 8.5.0 (SIP Endpoint SDK 8.5.0) does not support the resolution of Proxy name by SRV Record.
  • Genesys SIP Proxy currently does not support scenarios with switchover mid-transaction; therefore, call ANSWER and CANCEL probably will not work, but BYE is fully supported.

Provisioning

The connection to the SIP Proxy is configured by using the following Workspace configuration options:

Tip
  • These options were introduced in Interaction Workspace 8.1 to support Session Boarder Controller; therfore, they are not specific to SIP Proxy.
  • Genesys recommends that you set the value of the sipendpoint.policy.endpoint.sip_transaction_timeout option to the default value of 4000 (4s).

Video Configuration

Use the procedure: Enable an agent to use the SIP video interactions to set up agents to receive inbound video interactions. The following configuration options support this feature:

Changes to Workspace SIP Endpoint Configuration Options in Workspace 8.5.0

The Workspace SIP Endpoint 8.0.2 versus Interaction Workspace SIP Endpoint 8.5.0 options table lists the changes that have been made to the Workspace SIP Endpoint configuration options with the introduction of Workspace SIP Endpoint 8.5.0. If you want to continue to use Interaction Workspace SIP Endpoint 8.0.2, use the configuration options that are described in the Interaction Workspace 8.1.4 Deployment Guide.

Interaction Workspace SIP Endpoint 8.0.2 versus Workspace SIP Endpoint 8.5.0 options
Interaction Workspace SIP Endpoint 8.0.2 Option Name Workspace SIP Endpoint 8.5.0 Option Name
sipendpoint.audio.headset.audio_in_agc_enabled sipendpoint.policy.session.agc_mode
sipendpoint.audio.incoming.use_agc N/A
sipendpoint.genesys.beeptone.beeptone_timeout N/A
sipendpoint.genesys.beeptone.enable_beeptone N/A
sipendpoint.genesys.beeptone.play_locally N/A
sipendpoint.genesys.control.auto_answer sipendpoint.policy.session.auto_answer
sipendpoint.genesys.device.audio_in_device NA
sipendpoint.genesys.device.audio_out_device NA
sipendpoint.genesys.device.error_code_when_headset_na sipendpoint.policy.session.sip_code_when_headset_na
sipendpoint.genesys.device.headset_name sipendpoint.policy.device.headset_name
sipendpoint.genesys.device.manual_audio_devices_configure NA
sipendpoint.genesys.device.reject_call_when_headset_na sipendpoint.policy.session.reject_session_when_headset_na
sipendpoint.genesys.device.use_headset sipendpoint.policy.device.use_headset
sipendpoint.genesys.dtmf.pause_start_stop_dtmf N/A
sipendpoint.genesys.dtmf.play_locally N/A
sipendpoint.genesys.system.log_level_AbstractPhone N/A
sipendpoint.genesys.system.log_level_Audio N/A
sipendpoint.genesys.system.log_level_Auto Configuration N/A
sipendpoint.genesys.system.log_level_CCM N/A
sipendpoint.genesys.system.log_level_Conferencing N/A
sipendpoint.genesys.system.log_level_Contacts N/A
sipendpoint.genesys.system.log_level_DNS N/A
sipendpoint.genesys.system.log_level_Endpoint N/A
sipendpoint.genesys.system.log_level_Jitter N/A
sipendpoint.genesys.system.log_level_Licensing N/A
sipendpoint.genesys.system.log_level_Media N/A
sipendpoint.genesys.system.log_level_Privacy N/A
sipendpoint.genesys.system.log_level_RTP N/A
sipendpoint.genesys.system.log_level_Security N/A
sipendpoint.genesys.system.log_level_Storage N/A
sipendpoint.genesys.system.log_level_STUN N/A
sipendpoint.genesys.system.log_level_Transport N/A
sipendpoint.genesys.system.log_level_USB Devices N/A
sipendpoint.genesys.system.log_level_Utilities N/A
sipendpoint.genesys.system.log_level_Voice Quality N/A
sipendpoint.genesys.system.log_level_XMPP N/A
sipendpoint.proxies.proxy0.reregister_in_seconds sipendpoint.proxies.proxy0.reg_timeout
sipendpoint.rtp.2833.enabled sipendpoint.policy.session.dtmf_method
sipendpoint.rtp.2833.hold_over_time_in_ms N/A
sipendpoint.rtp.2833.packet_time_in_ms N/A
sipendpoint.rtp.2833.payload_number N/A
sipendpoint.rtp.inactivity.timer_enabled sipendpoint.policy.endpoint.rtp_inactivity_timeout
sipendpoint.system.diagnostics.enable_logging sipendpoint.system.diagnostics.enable_logging (Unchanged)
sipendpoint.system.diagnostics.log_level sipendpoint.system.diagnostics.log_level (key unchanged; Warning: value format has been changed)
sipendpoint.system.dtmf.force_send_in_band sipendpoint.policy.session.dtmf_method
sipendpoint.system.dtmf.minimum_rfc2833_play_time N/A
sipendpoint.system.indialog_notify.enable_indialognotify N/A
sipendpoint.system.network.dtx_enabled sipendpoint.policy.session.dtx_mode
sipendpoint.system.qos.audio N/A
sipendpoint.tuning.mixer.allow_master_volume_change N/A
This page was last modified on May 21, 2015, at 09:34.

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