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Single sign-on with Workspace Web Edition

Genesys Softphone includes an HTTP/HTTPS connector to simplify using Genesys Softphone with Workspace Web Edition (WWE):

  • Single sign-on: WWE controls the SIP settings for Softphone based on explicit WWE centralized options and agent login credentials (Place and DN).
  • Simplified deployment: each agent workstation runs the same application and configuration files, avoiding workstation specific configuration.
  • Password authentication: WWE passes the DN password as a parameter through the Genesys Softphone connector to allow the Softphone to securely log into SIP Server and avoid the need for MPLS.

Configuring Genesys Softphone for Workspace Web Edition

  1. Softphone.config configuration file contains a connector section in the policy domain:

    <Container name ="Genesys">
    ...
    	<domain name="policy">
            ...
    		<section name="connector">
     
    		<!-- Activates HTTP or HTTPS communication. 
                    Requires a port defined in the port option. -->
              	<setting name="protocol" value="http"/>
     
              	<!-- Specifies the port used when communicating in HTTP or HTTPS -->
              	<setting name="port" value="8000"/>
     
              	<!-- Activates the SESSIONID in cookies -->
    	        <setting name="enable_sessionid" value="1"/>
     
    	        <!-- Gives a thumbprint string value Workspace 
                    uses to select a certificate if the 'protocol' option 
                    is set to HTTPS. -->
    	        <setting name="certificate_search_value" value="55 75 66 dd af 08 23 b6 18 80 fd 19 69 f8 4a 3d e5 c7 94 a5"/>
     
    	        <!-- Specifies if the Softphone application is auto started 
                    or started by the client application.-->
    	        <setting name="standalone" value="1"/>
     
    		</section>
            ...
    	</domain>
    ...
    </Container>

    You must synchronize the values of the protocol (HTTP or HTTPS) and port settings with the SIP Endpoint connectivity option configured on WWE side, see the sipendpoint.uri option in the WWE SIP Endpoint configuration page.

    When you specify HTTPS in the protocol setting you must configure the certificate_search_value setting so Genesys Softphone can open a secured port for WWE to send HTTPS requests. You must populate this setting with a thumbprint accessible from the Certificate Store of the agent workstation. To get the same thumbprint configured on all Softphone instances, Genesys recommends that you generate a wildcard certificate for the domain to which the agents belong and make the certificate available to all agents through regular Microsoft Windows GPO rules.

    Configure additional Softphone options in your common configuration file.

  2. Install Genesys Softphone and your common configuration file on each agent workstation. You can use products like Microsoft SMS to complete this step.

    After the installation is complete, agents can log in using WWE and use Genesys Softphone as the SIP endpoint.

Overriding option values

You can override the following Softphone options when you provision Workspace Web 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. WWE implicitly controls configuration for options in the Basic container to enable single sign-on with WWE.

Overriding an option

To override a Genesys Softphone option when provisioning WWE, 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 WWE provisioning. See the options reference for a list of Genesys Softphone settings.

Codec priority

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.

Tip

For more details, refer to Working with Codec Priorities in the SIP Endpoint SDK Developer's Guide 9.0.0NET.

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 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"

To use the Genesys SIP Endpoint SDK 9.0 enabled section, 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.

Signing on with WWE

Before starting WWE, agents must have Genesys Softphone running on their workstation. Administrators can specify that Genesys Softphone starts automatically when the Windows user logs in or agents can start Genesys Softphone manually.

User interface and call controls

When using Softphone with WWE, Softphone disables its default user interface. Instead, agents can use the WWE user interface for call controls, mute, and volume control. For information on the WWE user interface, see the Workspace Web Edition Help.

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This page was last modified on May 31, 2018, at 04:39.