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The Genesys Softphone embeds the Genesys SIP Endpoint Core Library to take advantage of the SIP-based third-party call control functionality.

Standard Architecture

The following diagram illustrates the Genesys Softphone architecture when it is installed on a physical workstation as a standard executable gathering all product functionalities:

Genesys Softphone 900 Architecture.png

Architecture in VDI Environments

Genesys Softphone supports the Citrix Virtual Desktop Infrastructure (VDI). When deployed in this kind of environment, the Genesys Softphone software is divided into two parts:

  1. The application layer, running in the Virtualized system. This is the Genesys Softphone executable. The user interface runs here as well as connectivity with other applications, such as Workspace Desktop Edition and Workspace Web Edition. You install this through the Genesys Softphone installation package by selecting the Citrix installation option.
  2. The Signaling Protocols, the Media Protocols, and the Audio Device management. These are off-loaded to the physical workstation to optimize call quality and ensure network and data center scalability. It is a plug-in (DLL) to the VDI Client run-time (Citrix Workspace app, previously known as Citrix Receiver). It is deployed by the Genesys Softphone VDI Adapter installation package.

The two Software parts communicate over the Citrix ICA proprietary protocol already established for standard Citrix operations; therefore, there is no need for any extra connectivity settings.

The following diagram illustrates the Genesys Softphone architecture in the Citrix VDI environment:

Genesys Softphone 900 Architecture VDI Citrix.png

Features and functionality


Genesys Softphone supports Dual-Tone Multi-Frequency (DTMF) signaling according to the RFC 2833 standard for third-party call control.

After receiving a NOTIFY with DTMF event, the Softphone endpoint generates DTMF signals.

DTMF can be sent by using one of the three possible methods:

Third-party call control

When the Genesys Softphone endpoint has registered on Genesys SIP Server, it will support the following third-party call control scenarios:

SIP Voice

Genesys Softphone supports the following codecs for SIP signaling:


Genesys Softphone supports the following security protocol:

  • TLS v1.2

For more information about security, refer to the Genesys Security Guide

Virtual Desktop Infrastructure (VDI)

Softphone supports Virtual Desktop Infrastructure (VDI) to enable agents to use Softphone in a VDI environment.

Softphone can be deployed in a Citrix virtual environment.

This page was last modified on February 28, 2019, at 12:47.


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