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sipendpoint.standalone.vdi-detection-model

Section: interaction-workspace
Default Value: auto
Valid Values: One value from the list: auto,xenapp,xendesktop,vmware-horizon,rdp,localhost
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.standalone.protocol
Introduced: 8.5.109.16
Modified: 8.5.131.07

Specifies the type of Virtual Desktop Infrastructure (VDI) environment Workspace is running, and determines the address detection model used by Workspace to connect to the Standalone SIP Endpoint that is running on the local physical workstation. This option is used only if sipendpoint.standalone.protocol option is not empty. The following VDI environments are supported:

  • auto—Workspace automatically detects the VDI type (for Workspace SIP End Point only)
  • xenapp—The VDI type is Citrix XenApp (for Workspace SIP End Point only)
  • xendesktop—The VDI type is Citrix XenDesktop (for Workspace SIP End Point only)
  • vmware-horizon—The VDI type is VMware Horizon (for Workspace SIP End Point only)
  • rdp—The VDI type is Microsoft Remote Desktop Protocol (RDP) (for Workspace SIP End Point only)
  • localhost—The SIP Endpoint is running on the VDI server along with Workspace (applicable only when the SIP Endpoint is Genesys Softphone, which must be deployed specifically for VDI environments)

sipendpoint.standalone.protocol

Section: interaction-workspace
Default Value:
Valid Values: http, https
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

Specifies whether Workspace should use a secure HTTPS or unsecure HTTP connection to communicate with a standalone Workspace SIP Endpoint. If no value is set, Workspace looks for a local SIP Endpoint.

sipendpoint.standalone.port

Section: interaction-workspace
Default Value: 8000
Valid Values: A positive integer value.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

Specifies the port number of the SIP Endpoint HTTP service that Workspace uses to contact the SIP Endpoint.

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.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.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.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.

Configuring Workspace Desktop Edition to use Genesys Softphone

This article describes how to set up Workspace Desktop Edition to work with Genesys Softphone in place of the Workspace SIP Endpoint to handle SIP Voice-over-IP calls. Workspace Desktop Edition provides agents with interface elements in 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 Genesys Softphone.

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 provides three templates from which you can choose when you deploy, one for the application, and two optional ones for the Workspace SIP Endpoint. Use the following template when you want to deploy Workspace Desktop Edition to use Genesys Softphone: Workspace_Desktop_Edition_SEP850_850.apd

You then install Genesys Softphone and configure Workspace Desktop Edition as described in this topic.

USB headset configuration

You can use the following options to configure Workspace Desktop Edition 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 Desktop Edition waits for the headset to be plugged in before finalizing the login of the voice channel.

Genesys Softphone 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:

Genesys Softphone 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 Desktop Edition, 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

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

If you do not configure Workspace Desktop Edition to connect to SIP Server by using an SBC, Genesys Softphone connects directly to SIP Server 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 Workspace Desktop Edition to connect by using an SBC you decouple the address and port information that is sent to the SIP REGISTER from SIP Server and Workspace Desktop Edition 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 Genesys Softphone 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

Genesys Softphone 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

You can configure the Genesys Softphone 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 Workspace Desktop Edition 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.

Enabling an agent to use Genesys Softphone

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

  • A working knowledge of Genesys Administrator Extension.
  • A Workspace Application object exists in the Configuration Database.
  • Genesys Softphone is installed on the agent workstation in connector mode
  • During the installation the Connector port is specified and the connector port is configured for either http or https.

Start

  1. Configure the options sipendpoint.standalone.port and sipendpoint.standalone.protocol according to the values specified for the Connector at Genesys Softphone installation time.
  2. If required, configure the other SIP Endpoint options in the interaction-workspace section of the Workspace Application object (refer to the Genesys Softphone 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

End

Running Workspace and Genesys Softphone in a VDI Environment

If the goal is to run Workspace and Genesys Softphone in a VDI environment, the sipendpoint.standalone.vdi-detection-model option must be set to localhost and Genesys Softphone must be installed using the appropriate VDI type.

Overriding option values

You can override the following Softphone options when you provision Workspace Desktop Edition options:

  • In the proxies and system domains, you can override all options.
  • In the policy domain, you can override endpoint, session, and device sections.
    Important
    Options in the Connector section of the policy domain must be specified in the configuration file; these cannot be overridden. WDE implicitly controls configuration for options in the Basic container to enable single sign-on with WDE.

Overriding an option

To override a Genesys Softphone option when provisioning WDE, convert the option to the following format:

sipendpoint.<domain>.<section>.<setting>

For example, to override the ringing_file setting in the session section, configure sipendpoint.policy.session.ringing_file in your WDE provisioning. See the options reference for a list of Genesys Softphone settings.

Codec priority

To specify the priority of enabled codecs, use the sipendpoint.codecs.enabled.audio option in the configuration layer.

For example:

sipendpoint.codecs.enabled.audio = "iLBC,G722"

Or use the enabled section of the codecs domain in the Softphone.config configuration file to specify the order in which audio codecs are given priority.

For example:

  <domain name="codecs">
    <section name="enabled">
      <setting name="audio" value="opus,pcmu,pcma,G722,iSAC/16000,G729"/>
    </section>
    <section name="PCMU/8000"/>
    <section name="PCMA/8000"/>
    <section name="G722/16000"/>
Warning

Any codec that is not explicitly included in the enabled section will not be used, even if the section for that codec is present in the configuration file or the Genesys Configuration Layer.

To use the enabled section of the "codecs" domain, follow these guidelines:

  • Codec names are case-insensitive. You can omit the clock rate portion of the section name unless needed to discriminate between two sections with the same name. The clock rate portion must be provided for iSAC.
  • Specify codec parameters as a comma-separated list in parenthesis after an equals sign. You can use abbreviations such as "pt" for "payload_type".
  • If there are codec conflicts, the value in the enabled section takes precedence over value in corresponding codec section, regardless of whether those values come from the configuration file or the Genesys Configuration Layer. For example:
       <setting name="audio" value="g729=(fmtp='annexb=no'),opus=(pt=125),pcmu,pcma"/>
       <setting name="video" value="h264=(pt=120,fmtp='profile-level-id=420028')"/>
  • If codec parameters are specified in-line (or a particular codec does not require any parameters, such as the PCMU and PCMA codecs), then a separate codec section is not necessary. In any case, codecs specified in the "enabled" section do not require presence of corresponding section to take effect.
This page was last modified on May 10, 2019, at 06:13.

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