Jump to: navigation, search

Deploying the Genesys Softphone

Important
Genesys Softphone 8.5.3 introduces a connector for use with Workspace Web Edition (WWE). To deploy Softphone for WWE, see Single sign on with Workspace Web Edition.

This section describes how to install and configure the Genesys Softphone in your environment.

Environment Prerequisites

Supported Operating Systems

  • Windows 8 32-bit and 64-bit
  • Windows 7 32-bit and 64-bit
  • Windows 10 32-bit and 64-bit

Other Prerequisites

To work with the Genesys Softphone, you must ensure that your system meets the software requirements established in the Genesys Supported Operating Environment Reference Manual, as well as meeting the following minimum software requirements:

Important
You must install the Windows Media Player on the desktop with the Genesys Softphone to play ringtones.

Installing the Genesys Softphone

To install the Genesys Softphone:

  1. Double-click the setup.exe file that is located in the <Genesys Softphone Install Directory>\windows\ directory. The Genesys Installation Wizard displays the Welcome to the Installation window.
  2. Click Next. The Choose Destination Location window appears.
  3. Click Next to accept the default destination folder, or click Browse to select another destination location. The Ready to Install window appears.
  4. Select Install. The wizard installs the Genesys Softphone and all associated files in the selected directory and displays the Installation Status window. The installation might take several minutes.
  5. At the Installation Complete window, select Finish.

Installing the Genesys Softphone in Silent Mode

To install the Genesys Softphone in silent mode, use the Installation Wizard silent arguments as follows:

  1. Update the genesys_silent.ini file, and add the path to the Genesys Softphone installation directory—for example, InstallPath=<Genesys Softphone Installation Directory>.
  2. Execute the following command:
    setup.exe /s /z"-s 'FullPathToGenesysSilentConfigurationFile' -sl 'FullPathToGenesysSilentResultFile'" where:
    • /s—Specifies that the installation is running in InstallShield Silent Mode.
    • /z—Passes the Genesys Silent Mode silent parameters to the installation.
    • -s—Specifies the full path to the silent configuration file. The <Full path to Genesys Silent Configuration file> is optional. If the <Full path to Genesys Silent Configuration file> parameter is not specified, the installation uses the genesys_silent.ini file in the same directory where the setup.exe is located.
    Important
    Enclose the value of the <Full path to Genesys Silent Configuration file> parameter by apostrophes (') if the paramater contains white symbols.
    • -sl—Specifies the full path to the installation results file. If the <Full path to Genesys Installation Result file> parameter is not specified, the installation creates the genesys_install_result.log file in the <System TEMP folder> directory.
    Important
    Enclose the value of the <Full path to Genesys Installation Result file> parameter by apostrophes (') if the paramater contains white symbols.

    3. The InstallShield setup.exe installation starter requires that:

  • there is no space between the /z argument and quotation mark. For example, /z"-s" is valid, while /z "-s" is not valid.
  • there is a space between the -s,-sl parameters and quotation mark. For example, /z"-s c:\temp\genesys_silent.ini" is valid, while /z "-sc:\temp\genesys_silent.ini" is not valid.

For example,
setup.exe /s /z"-s 'C:\8.5.000.05\windows\b1\ip\genesys_silent.ini' -sl 'C:\GSP\silent_setup.log'".

  • After executing this command, verify that the Genesys Softphone is installed in the C:\<Genesys Softphone Installation Directory>, and that the silent_setup.log file created in the C:\GSP\ directory.


    • Configuring the Genesys Softphone

    The Genesys Softphone installation includes an example configuration file (<Genesys Softphone Installation Directory>/Genesys Softphone/GenesysSoftphone/Softphone.config) with configuration settings that are applied to the Softphone when it starts.

    Important
    You can make changes to the configuration file, but you must restart the Softphone before any of the changes take effect.


    The configuration file is broken into containers. Each container is split into domains that are, in turn, split into sections that hold the settings for a group of parameters. The following configuration file examples illustrate these settings:

    For the description and valid values of each parameter, see Configuration Options Reference.

    Basic Container

    The Basic container sets the Genesys Softphone user's DNs and the protocol used. 

    <Container name ="Basic">
    <Connectivity user ="DN0" server="Server0:Port0" protocol="Protocol"/>
    <Connectivity user ="DN1" server="Server1:Port1" protocol=" Protocol"/>
  </Container>

    Genesys Container

    The Genesys container sets the policy, endpoint, session, device, codecs, proxy, mailbox, system and security parameters. 

    <Container name ="Genesys">
    <settings version="1.0" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
                                xmlns="http://www.genesyslab.com/sip">
      <domain name="policy">
        <section name="endpoint">
          <setting name="public_address" value=""/>
          <setting name="ip_versions" value="ipv4"/>
          <setting name="include_os_version_in_user_agent_header" value="1"/>
          <setting name="include_sdk_version_in_user_agent_header" value="1"/>
          <setting name="sip_port_min" value="5060"/>
          <setting name="sip_port_max" value="5080"/>
          <setting name="rtp_port_min" value="8000"/>
          <setting name="rtp_port_max" value="9000"/>
          <setting name="rtp_inactivity_timeout" value="30"/>      <!-- seconds -->
          <setting name="sip_transaction_timeout" value="4000"/> <!--  msecs  -->
          <setting name="gui_tabs" value="status,calls,devices"/>
          <setting name="gui_call_lines" value="3"/>
          <setting name="vq_report_publish" value="0"/>
          <setting name="vq_report_collector"
                   value="collector@SipServer.domain.invalid:5060;transport=udp"/>
          <setting name="webrtc_audio_layer" value="0"/>
        </section>
        <section name="session">
          <setting name="auto_answer" value="0"/>
          <setting name="dtmf_method" value="rfc2833"/>
          <setting name="agc_mode" value="1"/>
          <setting name="dtx_mode" value="0"/>
          <setting name="vad_level" value="1"/>
          <setting name="echo_control" value="0"/>
          <setting name="noise_suppression" value="0"/>
          <setting name="reject_session_when_headset_na" value="0"/>
          <setting name="sip_code_when_headset_na" value="480"/>
          <setting name="ringing_enabled" value="1"/>
          <setting name="ringing_timeout" value="0"/>
          <setting name="ringing_file" value="ringing.wav"/>
        </section>
        <section name="device">
          <!-- The device priority depends on the element order
               in this section (highest priority listed first) -->

          <!-- Headset -->
          <setting name="use_headset" value="0"/>
          <setting name="headset_name" value="HeadsetName0"/>
          <setting name="headset_name" value="HeadsetName1"/>
          <!-- Mic -->
          <setting name="audio_in_device" value="InDeviceName0"/>
          <setting name="audio_in_device" value="InDeviceName1"/>
          <!-- Speaker -->
          <setting name="audio_out_device" value="OutDeviceName0"/>
          <setting name="audio_out_device" value="OutDeviceName1"/>
        </section>
      </domain>
      <domain name="codecs">
        <!-- The codec priority depends on the element order
             in this section (highest priority listed first) -->
        <section name="PCMU/8000"/>
        <section name="PCMA/8000"/>
        <section name="G722/16000"/>
        <section name="iLBC/8000">
          <setting name="payload_type" value="102"/>
        </section>
        <section name="iSAC/16000">
          <setting name="payload_type" value="103"/>
        </section>
        <section name="iSAC/32000">
          <setting name="payload_type" value="104"/>
        </section>
        <section name="g729/8000">
          <setting name="fmtp" value="annexb=yes"/>
        </section>
        <section name="opus/48000/2">
          <setting name="payload_type" value="120"/>
        </section>
      </domain>
      <domain name="proxies">
        <section name="proxy0">
          <setting name="reg_timeout" value="1800"/>
          <setting name="reg_interval" value="10"/>
          <setting name="password" value="<password>"/>
          <setting name="display_name" value="Genesys Softphone"/>
          <section name="nat">
            <setting name="ice_enabled" value="0"/>
            <setting name="stun_server" value="stun.example.com"/>
            <setting name="stun_server_port" value="3478"/>
            <setting name="turn_server" value="turn.example.com"/>
            <setting name="turn_server_port" value="3478"/>
            <setting name="turn_user_name" value="user"/>
            <setting name="turn_password" value="password"/>
            <setting name="turn_relay_type" value="1"/>
          </section>
        </section>
        <section name="proxy1">
          <setting name="reg_timeout" value="1800"/>
          <setting name="reg_interval" value="10"/>
          <setting name="password" value="<password>"/>
          <setting name="display_name" value="Genesys Softphone"/>
          <section name="nat">
            <setting name="ice_enabled" value="0"/>
            <setting name="stun_server" value="stun.example.com"/>
            <setting name="stun_server_port" value="3478"/>
            <setting name="turn_server" value="turn.example.com"/>
            <setting name="turn_server_port" value="3478"/>
            <setting name="turn_user_name" value="user"/>
            <setting name="turn_password" value="password"/>
            <setting name="turn_relay_type" value="1"/>
          </section>
        </section>
      </domain>
      <domain name="system">
        <section name="diagnostics">
          <setting name="logger_type" value="file"/>
          <setting name="log_file" value="logs/Softphone.log"/>
          <setting name="enable_logging" value="1"/>

          <!-- The levels: 0=Fatal 1=Error 2=Warning 3=Info(default) 4=Debug -->
          <setting name="log_level" value="3"/>
          <setting name="log_options_provider" value="gsip=2, webrtc=(error,critical)"/>
          <setting name="log_segment" value="10 MB"/>
          <setting name="log_expire" value="10"/>
          <setting name="log_time_convert" value="local"/>
          <setting name="log_time_format" value="time"/>
        </section>
        <section name="security">
          <setting name="cert_file" value="<valueOfCertificateThumbprint>"/>          
          <setting name="use_srtp" value="allowed"/>
        </section>
        <section name="media">
          <setting name="ringing_file" value="ringing.wav"/>
        </section>
      </domain>
    </settings>
  </Container>


    Configuring the Agent's DN

    Set the following TServer section option for the DNs of the Place to which the agent is logging in:

    • sip-cti-control = talk,hold,dtmf
    Important
    This option is mandatory to use third-party call control on the SIP device.

    For information about configuring DN objects, see the Genesys Administrator Extension Help.

    Configuring SIP Server

    Genesys recommends setting the following SIP Server options:

    • dual-dialog-enabled=true (default value)
    • make-call-rfc3725-flow=1 (allows for better and/or simpler codec negotiation)
    • ring-tone-on-make-call=true (default value)
    • use-register-for-service-state=true

    For more information about these options, see the SIP Server Deployment Guide.

    Suppressing the Ringtone

    The ringtone is generated for all incoming call to the Genesys Softphone. To suppress the ringtone for third-party call control for the originating DN, configure the following SIP Server option:

    • make-call-alert-info=<urn:alert:service:3pcc@genesys>

    or

    • make-call-alert-info=<file://null>;service=3pcc
    Important
    If at least one Genesys Softphone in the contact center is configured with the ringing_enable option set to 1, the SIP Server make-call-alert-info option should be set to one of the specified values.


    This page was last edited on March 21, 2017, at 13:04.
    Comments or questions about this documentation? Contact us for support!