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Genesys Softphone

Information.png Note: Not all changes listed below may pertain to your deployment.

July 2, 2018 (

What's New

WebRTC Media Service

  • Genesys Softphone can now handle both inbound and outbound voice calls by communicating with the PureEngage Cloud platform through the WebRTC Media Service. Signaling and media encryption capabilities of WebRTC Media Service ensure appropriate security for voice communications over the public network. This communication supports G.711 and Opus codecs.

Resolved Issues

  • The change of IP Address detection has been improved when, for example, the workstation switches from a wired network connection to a WiFi connection. (SOFTPHONE-485)

May 31, 2018 (

What's New

Local IP address

  • The local IP address selection mechanism of Genesys Softphone has been improved to better support environments where the network to be used for SIP Communication, typically a VPN, is enabled after Genesys Softphone has started SIP registration. Edit the configuration file that is included with your Genesys Softphone package to set the value of the 'public_address' option to the network subnet addresses: "$net:<subnet>". For example: "$net:".

Automatic Gain Control

  • Genesys Softphone now supports Automatic Gain Control for the customer audio stream. This allows agents to hear their customers with a normalized volume level, meaning that they will not have to constantly manually adjust the volume controls. Edit the configuration file that is included with your Genesys Softphone package to set the value of the 'rx_agc_mode' option to '1'.

Resolved Issues

  • If the HTTP Connector does not allow proper operations of Genesys Softphone in Agent Desktop, agents are now informed by a message in the System Tray. (SOFTPHONE-447)
  • When Genesys Softphone is installed with a Secured HTTP connector based on a self-signed certificate by an Administrator, agent can now run Genesys Softphone with a non-Admin Windows account. (SOFTPHONE-472)

March 29, 2018 (

What's New

Real-time voice quality indicator

  • The Genesys Softphone icon in the system taskbar now notifies agents of possible voice quality problems.

Resolved Issues

  • Genesys Softphone now better handles the sending of dialing tones in different connection scenarios. (SOFTPHONE-398)
  • The Disaster Recovery mechanism that switches from one Session Border Controller to another has been improved. (SOFTPHONE-408)

January 23, 2018 (8.5.401.05)

What's New

Resolved Issues

  • Genesys Softphone now continues to leverage a particular SIP Proxy location after it handles an incomplete or timed-out SIP Communication from SIP Proxy. (SOFTPHONE-359)
  • Genesys Softphone no longer drops outgoing calls when it has an issue initiating a connection with SIP Server. (SOFTPHONE-366)
  • Genesys Softphone now uses the Default Communication Device specified in Windows Audio Settings when no audio device is specified in provisioning or the specified device is not found. (SOFTPHONE-362)
  • Genesys Softphone now uses the audio-in and audio-out devices that you specify when you edit the application configuration file. Previously, if the entire name of the device was specified, the device was not found. (SOFTPHONE-360)

December 20, 2017 (8.5.401.03)

What's New

  • For improved security, the local IP address is no longer included in the Call-ID header of SIP messages sent by Genesys Softphone.
  • You can now specify the value for the 'headset_name' option when the value of the 'use_headset' option is set to '1' (indicating that Genesys Softphone selects the device specified as the default in the Windows Audio Settings). Previously, the value was not supported as a valid value.

July 13, 2017 (8.5.400.04)

What's New

  • You can now specify the TCP port range used for client-originated connections when SIP communication is configured to be transported over TCP or TLS protocol by using the tcp_port_min and tcp_port_max options.
  • The resilience of Genesys Softphone during network events, such as an IP address change, caused by workstation Sleep/Wake, VPN Connect/Disconnect, and so on, has been improved. This new behavior is permanent.
  • You can now configure Genesys Softphone to include the MAC address of the host in the SIP message headers. This capability is enabled by using the include_mac_address option.
  • Genesys Softphone installation package now upgrades the application when it detects that an older version is already installed on the workstation. It is no longer possible to install multiple instances of Genesys Softphone on a single workstation.
  • Genesys Softphone is rebranded to reflect the new Genesys logo.

May 5, 2017 (8.5.300.07)

What's New

  • Genesys Softphone now supports DNS SRV resolution for the URI specified in the server parameter of the Connectivity tag. 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.

March 23, 2017 (8.5.300.04)

What's New

  • Genesys Softphone now uses the pjNAT library for improved ICE, STUN & TURN support.
  • The payload type for the telephone-event is now set correctly in the SDP Answer. Previously, Genesys Softphone put in the SDP Answer the payload type selected from a previous offer instead of using the payload type delivered in last SDP Offer, causing problems with some equipment that does not support asymmetric RTP payloads.
  • You can now configure the Domain to be specified in the SIP REGISTER request separately from the address when this request is sent by using the domain option of the proxies sections.

December 10, 2015 (

What's New

  • Basic first party call control, including answer, hold, retrieve, and hang up.
  • Support of multiple DNS A-records for multisite deployments.
  • Windows 10 support.
  • Removal of the Microsoft .NET framework as a dependency.

Known Issues

There are currently no known issues.


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This page was last modified on July 31, 2018, at 07:17.