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sipendpoint.codecs.h264.fmtp

Section: interaction-workspace
Default Value: profile-level-id=420028
Valid Values: The string 'profile-level-id=' followed by a sequence of 3 hexadecimal values in the '00'-'FF' range that respectively define the profile_idc, profile-iop and level-idc.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.policy.session.auto_accept_video
Introduced: 8.5.101.14

Specifies the profile of the H.264 codec. This option is applicable only if the value of the sipendpoint.policy.session.auto_accept_video option is set to 1.

sipendpoint.video.always-on-top

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


Specifies whether the Video Window, when it is displayed, is displayed on top of all the other windows of end user workstation without the possibility to put it in the background.

sipendpoint.video.thumbnail-ratio

Section: interaction-workspace
Default Value: 0.25
Valid Values: A float value.
Changes Take Effect: When the application is started or restarted.


Specifies the size ratio of the thumbnail to the video in the SIP video window when both local and remote video are displayed.

sipendpoint.video.auto-activate

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


Specifies whether or not the video window is populated automatically when an incoming interaction, which has a video component, is connected. If the value false is specified, the video can be activated later by using the 'Start Video' button.

sipendpoint.policy.session.auto_accept_video

Section: interaction-workspace
Default Value: 0
Valid Values: 0 (for false), 1 (for true)
Changes Take Effect: When the application is started or restarted.


Specifies whether video calls are accepted automatically (1) or manually (0).

sipendpoint.policy.session.dtx_mode

Section: interaction-workspace
Default Value: 0
Valid Values: 0 (for false), 1 (for true)
Changes Take Effect: When the application is started or restarted.


Specifies whether Discontinuous Transmission (DTX) is enabled. If DTX is enabled, transmission to the remote party is suspended when the application detects that the local user is not speaking. If this option is set to 1, DTX is enabled; and silence is not transmitted.

sipendpoint.policy.session.dtmf_method

Section: interaction-workspace
Default Value: rfc2833
Valid Values: One value from this list: rfc2833, Info, InbandRtp.
Changes Take Effect: When the application is started or restarted.


Specifies the method by which DTMF are sent.

sipendpoint.system.diagnostics.log_level

Section: interaction-workspace
Default Value: 0
Valid Values: 0, 1, 2, 3, or 4
Changes Take Effect: When the application is started or restarted.


Specifies the log level for Workspace SIP Endpoint.

  • 0 = "Fatal"
  • 1 = "Error"
  • 2 = "Warning"
  • 3 = "Info"
  • 4 = "Debug"

sipendpoint.system.diagnostics.enable_logging

Section: interaction-workspace
Default Value: 1
Valid Values: 1, 0
Changes Take Effect: When the application is started or restarted.


Specifies whether logging is enabled for Workspace SIP Endpoint. A value of 1 enables this feature. This option applies to Workspace SIP Endpoint 8.0.2.

sipendpoint.policy.endpoint.rtp_inactivity_timeout

Section: interaction-workspace
Default Value: 30
Valid Values: Any integer from 5 to 150.
Changes Take Effect: When the application is started or restarted.


Specifies the timeout interval for RTP inactivity. A value in the range of 5 to 150 specifies the inactivity timeout interval in seconds. The recommended value is 30 seconds. If DTX is configured on MCP, the option must be set to a higher value to prevent calls from being dropped.

sipendpoint.policy.session.dtmf_method

Section: interaction-workspace
Default Value: rfc2833
Valid Values: One value from this list: rfc2833, Info, InbandRtp.
Changes Take Effect: When the application is started or restarted.


Specifies the method by which DTMF are sent.

sipendpoint.proxies.proxy0.reg_timeout

Section: interaction-workspace
Default Value: 1800
Valid Values: Integers greater than or equal to 0.
Changes Take Effect: When the application is started or restarted.


Specifies the interval of time, in seconds, after which registration should expire. A new REGISTER request is sent before expiration for Line 1. If the value is set to 0 or "" (empty/null), then registration is disabled, putting the endpoint in standalone mode.

sipendpoint.policy.device.use_headset

Section: interaction-workspace
Default Value: 1
Valid Values: 0 (for false), 1 (for true)
Changes Take Effect: When the application is started or restarted.


Specifies that a USB headset is used. The value 1 means that a USB headset is used.

sipendpoint.policy.session.reject_session_when_headset_na

Section: interaction-workspace
Default Value: 0
Valid Values: 0 (for false), 1 (for true)
Changes Take Effect: When the application is started or restarted.


Specifies whether calls are rejected if a headset is unavailable. If set to 1, the SDK rejects the incoming session if a USB headset is not available.

sipendpoint.policy.device.headset_name

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters. And also Regular expressions characters (. $ ^ { [ ( | ) * + ? \).
Changes Take Effect: When the application is started or restarted.


The name of the agent's USB headset device. Use the "|" character to separate the names of different headsets if more than one type is supported. For example: 'Type1'|'Type2'.

sipendpoint.policy.session.sip_code_when_headset_na

Section: interaction-workspace
Default Value: 480
Valid Values: Any positive integer value.
Changes Take Effect: When the application is started or restarted.


Error code for an unavailable USB headset. The error code is sent if a call is rejected because of the unavailability of a headset. If a valid SIP error code is supplied and a USB headset is not available, the SDK rejects the incoming session with the specified SIP error code.

sipendpoint.policy.device.audio_out_device

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters. And also Regular expressions characters (. $ ^ { [ ( | ) * + ? \).
Changes Take Effect: When the application is started or restarted.


Specifies the regular expression used to recognize device name for the agent's speakers. This option requires Workspace SIP Endpoint 8.5.1 or above.

sipendpoint.policy.device.audio_in_device

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters. And also Regular expressions characters (. $ ^ { [ ( | ) * + ? \).
Changes Take Effect: When the application is started or restarted.


Specifies the regular expression used to recognize the device name for the agent's microphone. This option requires Workspace SIP Endpoint 8.5.1 or above.

sipendpoint.policy.session.auto_answer

Section: interaction-workspace
Default Value: 0
Valid Values: 0 (for false), 1 (for true)
Changes Take Effect: When the application is started or restarted.


Specifies whether incoming SIP interactions are automatically answered. If set to 1, all incoming calls are answered automatically.

sipendpoint.policy.session.agc_mode

Section: interaction-workspace
Default Value: 1
Valid Values: 0 (for false), 1 (for true)
Changes Take Effect: When the application is started or restarted.


Specifies whether automatic gain control (AGC) is enabled for the outgoing headset audio stream. If set to 0, AGC is disabled; if set to 1, it is enabled.

Note: It is not possible to apply different AGC settings for different channels in multi-channel scenarios.

sipendpoint.video.camera-render-format

Section: interaction-workspace
Default Value: 6
Valid Values: A integer between 0 and 13 that specifies the render format of camera capture.
Changes Take Effect: When the application is started or restarted.


Specifies the video format of the local video camera. To determine the list of available formats, consult the specifications of your device or check Workspace SIP Endpoint logs, which prints the list of available video formats. The following values correspond to the supported video formats:

  • 0 = i420
  • 1 = YV12
  • 2 = YUY2
  • 3 = UYVY
  • 4 = IYUV
  • 5 = ARGB
  • 6 = RGB24
  • 7 = RGB565
  • 8 = ARGB4444
  • 9 = ARGB1555
  • 10 = MJPEG
  • 11 = NV12
  • 12 = NV21
  • 13 = BGRA

sipendpoint.video.camera-frame-size

Section: interaction-workspace
Default Value: 352x288
Valid Values: A string that specifies the width and height, separated by an 'x', of the camera frame capture (for example: 353x288).
Changes Take Effect: When the application is started or restarted.


Specifies the frame size capture of the local video camera. To determine the list of available resolutions, consult the specificatio​ns of your device or check the Workspace SIP Endpoint logs, which prints the list of available frame sizes.

sipendpoint.video.camera-frame-rate

Section: interaction-workspace
Default Value: 30
Valid Values: An integer that specifies the rate, in frame per second, of the video camera capture.
Changes Take Effect: When the application is started or restarted.


Specifies the video capture rate, in frame per second, of the local video camera.

sipendpoint.video.thumbnail-ratio

Section: interaction-workspace
Default Value: 0.25
Valid Values: A float value.
Changes Take Effect: When the application is started or restarted.


Specifies the size ratio of the thumbnail to the video in the SIP video window when both local and remote video are displayed.

sipendpoint.video.always-on-top

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


Specifies whether the Video Window, when it is displayed, is displayed on top of all the other windows of end user workstation without the possibility to put it in the background.

sipendpoint.video.auto-activate

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


Specifies whether or not the video window is populated automatically when an incoming interaction, which has a video component, is connected. If the value false is specified, the video can be activated later by using the 'Start Video' button.

sipendpoint.policy.session.auto_accept_video

Section: interaction-workspace
Default Value: 0
Valid Values: 0 (for false), 1 (for true)
Changes Take Effect: When the application is started or restarted.


Specifies whether video calls are accepted automatically (1) or manually (0).

sipendpoint.policy.endpoint.rtp_inactivity_timeout

Section: interaction-workspace
Default Value: 30
Valid Values: Any integer from 5 to 150.
Changes Take Effect: When the application is started or restarted.


Specifies the timeout interval for RTP inactivity. A value in the range of 5 to 150 specifies the inactivity timeout interval in seconds. The recommended value is 30 seconds. If DTX is configured on MCP, the option must be set to a higher value to prevent calls from being dropped.

sipendpoint.sbc-register-port.peer

Section: interaction-workspace
Default Value:
Valid Values: Any valid port number on the host or 0.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.sbc-register-address.peer
Modified: Workspace SIP Endpoint 8.5.113.02

In a Business Continuity environment, specifies the port of the Session Border Controller or SIP Proxy where the SIP REGISTER request is sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request is sent to the port that is specified in the TServer option sip-port of the SIP Server that monitors the DN of this agent. In Business Continuity environments, this corresponds to the peer site registration. If a DNS SRV Domain is specified in the sipendpoint.sbc-register-address.peer, the value of this option must be 0.

sipendpoint.sbc-register-address.peer

Section: interaction-workspace
Default Value:
Valid Values: Any valid port number on the host or 0.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.sbc-register-address.peer
Modified: Workspace SIP Endpoint 8.5.113.02

In a Business Continuity environment, specifies the port of the Session Border Controller or SIP Proxy where the SIP REGISTER request is sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request is sent to the port that is specified in the TServer option sip-port of the SIP Server that monitors the DN of this agent. In Business Continuity environments, this corresponds to the peer site registration. If a DNS SRV Domain is specified in the sipendpoint.sbc-register-address.peer, the value of this option must be 0.

Note: To 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.sbc-register-port

Section: interaction-workspace
Default Value:
Valid Values: Any valid port number on the host.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.sbc-register-address
Modified: Workspace SIP Endpoint 8.5.113.02

Specifies the port of the Session Border Controller or SIP Proxy where the SIP REGISTER request will be sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request will be sent to the port that is specified in the TServer option sip-port of the SIP Server that monitors the DN of this agent. In Business Continuity environments, this corresponds to the preferred site registration. If a DNS SRV Domain is specified in the sipendpoint.sbc-register-address option, the value of this option must be 0.

sipendpoint.sbc-register-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 application is started or restarted.
Modified: Workspace SIP Endpoint 8.5.113.02
Related Options: sipendpoint.sbc-register-port

Specifies the host name or DNS SRV Domain or IP Address of the Session Border Controller or SIP Proxy where the 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 environments, this corresponds to the preferred site registration. In environments that use a DNS SRV Domain, the value of the sipendpoint.sbc-register-port must be 0.

Note: To 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.proxies.proxy1.domain

Section: interaction-workspace
Default Value:
Valid Values: A valid domain name.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.112.08
Related Options: sipendpoint.proxies.proxy0.domain

Specifies a SIP domain (an application layer configuration that defines the management domain of a SIP proxy), including 'hostport' and an optional 'uri-parameters', as defined by RFC 3261 (but not the scheme nor 'userinfo' parts, nor 'transport' URI parameter, which are added automatically). See also the sipendpoint.proxies.proxy0.domain option.

sipendpoint.proxies.proxy0.domain

Section: interaction-workspace
Default Value:
Valid Values: A valid domain name.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.112.08
Related Options: sipendpoint.proxies.proxy1.domain

Specifies a SIP domain (an application layer configuration that defines the management domain of a SIP proxy), including 'hostport' and an optional 'uri-parameters', as defined by RFC 3261 (but not the scheme nor 'userinfo' parts, nor 'transport' URI parameter, which are added automatically). See also the sipendpoint.proxies.proxy1.domain option.

sipendpoint.sbc-register-port

Section: interaction-workspace
Default Value:
Valid Values: Any valid port number on the host.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.sbc-register-address
Modified: Workspace SIP Endpoint 8.5.113.02

Specifies the port of the Session Border Controller or SIP Proxy where the SIP REGISTER request will be sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request will be sent to the port that is specified in the TServer option sip-port of the SIP Server that monitors the DN of this agent. In Business Continuity environments, this corresponds to the preferred site registration. If a DNS SRV Domain is specified in the sipendpoint.sbc-register-address option, the value of this option must be 0.

sipendpoint.sbc-register-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 application is started or restarted.
Modified: Workspace SIP Endpoint 8.5.113.02
Related Options: sipendpoint.sbc-register-port

Specifies the host name or DNS SRV Domain or IP Address of the Session Border Controller or SIP Proxy where the 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 environments, this corresponds to the preferred site registration. In environments that use a DNS SRV Domain, the value of the sipendpoint.sbc-register-port must be 0.

Note: To 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.retain-volume-settings-between-sessions

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


Specifies whether the headset and microphone volume settings are restored from the settings at the previous session login when Workspace SIP Endpoint starts.

sipendpoint.headset-replugged-set-ready

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


Specifies whether the agent SIP DN is set automatically to Ready when the headset that is used by the agent is plugged back in.

sipendpoint.headset-unplugged-set-not-ready

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


Specifies whether the agent SIP DN is set automatically to Not Ready when the headset that is configured for the agent is unplugged.

sipendpoint.headset-unplugged.not-ready-reason

Section: interaction-workspace
Default Value:
Valid Values: A valid Not Ready reason.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.headset-unplugged-set-not-ready

Specifies the Not Ready reason that is to be set for the SIP DN when the headset that is used by the agent is unplugged and sipendpoint.headset-unplugged-set-not-ready option is set to true.

sipendpoint.headset-enforce-configured-usage

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.genesys.device.headset_name

Specifies whether the SIP Endpoint must wait for the detection of the headset that is configured in the sipendpoint.genesys.device.headset_name option before finalizing initialization. The agent remains logged out until the headset is detected.

sipendpoint.policy.device.headset_name

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters. And also Regular expressions characters (. $ ^ { [ ( | ) * + ? \).
Changes Take Effect: When the application is started or restarted.


The name of the agent's USB headset device. Use the "|" character to separate the names of different headsets if more than one type is supported. For example: 'Type1'|'Type2'.

sipendpoint.policy.device.use_headset

Section: interaction-workspace
Default Value: 1
Valid Values: 0 (for false), 1 (for true)
Changes Take Effect: When the application is started or restarted.


Specifies that a USB headset is used. The value 1 means that a USB headset is used.

Workspace SIP Endpoint

[Modified: WSEP 8.5.113.02]

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 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 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 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 SIP Endpoint.

The Workspace 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 email and chat, are not affected by this option.

Workspace 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 email 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 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:

Important

When an agent logs in to Workspace, the application creates a list of headsets that are plugged in to the workstation. If an agent wants to use a different headset, he or she should exit Workspace, plug in the new headset, then relaunch Workspace.

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.

To 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 following two options to represent valid SIP domain names to specify a 'request-uri' in the SIP REGISTER request that is decoupled from the SIP Proxy address that is contacted:

Genesys SIP Proxy configuration

[Modified: WSEP 8.5.113.02]

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.

DNS SRV

[Added: WSEP 8.5.113.02]

You can configure the Workspace SIP Endpoint with either:

  • a standard DNS A-Records. Final URI form is: sip:user@<host_fqdn>:<port> where <host_fqdn> can be virtual and can represent multiple physical addresses behind the scenes, but the :<port> is mandatory, or
  • a DNS SRV (Service record) as specified in the Genesys SIP Proxy Architecture. Final URI form is: sip:user@<host_fqdn>

Limitations

  • 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 Border Controller; therefore, they are not specific to SIP Proxy.
  • Genesys recommends that you set the value of the sipendpoint.policy.endpoint.rtp_inactivity_timeout option to the default value of 30.

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.x

The Workspace SIP Endpoint 8.0.2 versus Interaction Workspace SIP Endpoint 8.5.x 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.x. 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.x options
Interaction Workspace SIP Endpoint 8.0.2 Option Name Workspace SIP Endpoint 8.5.x 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 sipendpoint.policy.device.audio_in_device
sipendpoint.genesys.device.audio_out_device sipendpoint.policy.device.audio_out_device
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

Provisioning procedures

1. Enabling an agent to use the Workspace SIP Endpoint

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

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View, or Genesys Administrator Extension.
  • A working knowledge of Genesys Administrator Extension.
  • 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:
    • sip-cti-control = talk,hold
    • voice = true
  5. Install Workspace SIP Endpoint (refer to Procedure: Installing the Workspace SIP Endpoint).

End

2. Enabling an agent to use the SIP Preview feature

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, or Genesys Administrator Extension.
  • A working knowledge of Genesys Administrator Extension.
  • 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

3. Enabling an agent to use the SIP Video interactions

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, or Genesys Administrator Extension.
  • A working knowledge of Genesys Administrator Extension.
  • 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 and H.264 video codecs.

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 1 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.
  8. If you are using H.264 codec, use the following configuration option to specify additional advanced parameters: sipendpoint.codecs.h264.fmtp

End

High definition video requirements

Important
If you plan on supporting High Definition (HD) video, please take the following requirements into account.

Due to the complex processing required for High Definition video, all of the endpoints that are involved in a video conversation must run on computers that meet a certain minimum hardware performance level. As the actual CPU performance can no longer be accurately measured in MHz and since video processing performance depends on a wide variety of factors, Genesys recommends that you use the free benchmarking tool NovaBench to assess whether your hardware meets the requirements for successful HD video processing.

For 720p HD video, the minimum requirements are (in addition to what the camera manufacturer requires):

  • A total NovaBench score of at least 500 (with a Graphic Test sub-score of at least 12), with recommended scores of at least 800 and 20, respectively
  • 2 GB RAM
  • 1 Mbps upload and download speed (for a total bandwidth of 2 Mpbs)

Workspace SIP Endpoint does not currently support video resolutions higher than 720p.

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This page was last modified on October 26, 2018, at 06:31.