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= Deploying the Genesys Softphone=
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= Deploying Genesys Softphone=
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 +
__NOINDEX__
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{{Template:PEC_Migrated}}
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 +
 
 
{{BEC_Head
 
{{BEC_Head
 
|context=
 
|context=
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This topic describes how to install and configure the Genesys Softphone in your environment.
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How to deploy and configure the Genesys Softphone in your environment, including both standard and Virtual Desktop Infrastructure (VDI) installations.
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|dimension=
 
 
}}
 
}}
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{{NoteFormat|You should receive access to the Genesys Softphone download when you purchase Softphone. Contact your Genesys representative if you did not receive access to the installation package.|1}}
 
==Environment prerequisites==
 
==Environment prerequisites==
 
Ensure that your environment meets the prerequisites described in this section.
 
Ensure that your environment meets the prerequisites described in this section.
  
−
===Supported Operating Systems===
+
===Supported operating systems===
  
−
* Windows 10 32-bit and 64-bit
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Refer to the [[Documentation:System:SOE:GenesysSoftphone:Current|Genesys Softphone]] and the [[Documentation:System:SOE:Virtualization:Current|Virtualization Platform Support]] topics in the ''[[Documentation:System:SOE:Welcome:Current|Genesys Supported Operating Environment Reference Manual]]'' for a list of the latest supported operating systems.
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* Windows 8 32-bit and 64-bit
 
−
* Windows 7 32-bit and 64-bit
 
  
−
===Other prerequisites===
+
===Prerequisites for deployment on a physical workstation===
−
 
+
To work with Genesys Softphone, you must ensure that your system meets the software requirements established in the ''[[Documentation:System:SOE:Welcome:Current|Genesys Supported Operating Environment Reference Manual]]'', as well as meeting the following minimum software requirements:
−
To work with the Genesys Softphone, you must ensure that your system meets the software requirements established in the [https://docs.genesys.com/MoreDocs/Genesys_Supported_Operating_Environment_Reference_Guide Genesys Supported Operating Environment Reference Manual], as well as meeting the following minimum software requirements:
+
* {{#Widget:ExtLink|link=http://www.microsoft.com/en-us/download/details.aspx?id=40784|displaytext=Visual C++ Redistributable Packages for Visual Studio 2013 (32 bits version)}}: The Genesys Installation Package installs this redistributable package on the workstation where it is executed.
 +
* {{#Widget:ExtLink|link=https://www.microsoft.com/net/download/Windows/run|displaytext=.NET Framework 4.0 or higher}}: This is used at installation time only when the Administrator installs Genesys Softphone with HTTPS connector based on a ''self-signed certificate''.
 +
* QoS requirement for voice, either one-to-one or on a conference connection capability, require the following:
 +
** ≤ 150 ms of one-way latency from mouth to ear (per the ITU G.114 standard)
 +
** ≤ 30 ms jitter
 +
** ≤ 1 percent packet loss
 +
** 17 to 106 kbps of guaranteed priority bandwidth per call (depending on the sampling rate, codec, and Layer 2 overhead)
 +
** 150 bps (plus Layer 2 overhead) per phone of guaranteed bandwidth for voice control traffic
 +
* A headset or other microphone and speaker audio device that is supported by Windows OS installed on the workstation.
  
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* {{#Widget:ExtLink|link=http://www.microsoft.com/en-us/download/details.aspx?id=40784|displaytext=Visual C++ Redistributable Packages for Visual Studio 2013 (32 bits version)}} — The Genesys Installation Package installs this redistributable package on the workstation where it is executed.  
+
===Prerequisites for deployment in a VDI environment===
−
* {{#Widget:ExtLink|link=http://windows.microsoft.com/en-us/windows/download-windows-media-player|displaytext=Windows Media Player}} for ringtone playback.
+
To work with Genesys Softphone in a VDI environment, you must ensure that your system meets the software requirements established in the ''[[Documentation:System:SOE:Welcome:Current|Genesys Supported Operating Environment Reference Manual]]'', as well as meeting the following minimum software requirements:
−
* {{#Widget:ExtLink|link=https://www.microsoft.com/net/download/Windows/run|displaytext=.NET Framework 4.0 or higher}}: This is used at installation time only when the Administrator installs Genesys Softphone with HTTPS connector based on a ''self-signed certificate''.
+
# On the workstation running Citrix Workspace (formerly Citrix Receiver):
 +
#* {{#Widget:ExtLink|link=http://www.microsoft.com/en-us/download/details.aspx?id=40784|displaytext=Visual C++ Redistributable Packages for Visual Studio 2013 (32 bits version)}}: The Genesys Installation Package installs this redistributable package on the workstation where it is executed.
 +
<!--#* {{#Widget:ExtLink|link=http://windows.microsoft.com/en-us/windows/download-windows-media-player|displaytext=Windows Media Player}} for ringtone playback.-->
 +
#* QoS requirement for voice, either one-to-one or on a conference connection capability, require the following:
 +
#** ≤ 150 ms of one-way latency from mouth to ear (per the ITU G.114 standard)
 +
#** ≤ 30 ms jitter
 +
#** ≤ 1 percent packet loss
 +
#** 17 to 106 kbps of guaranteed priority bandwidth per call (depending on the sampling rate, codec, and Layer 2 overhead)
 +
#** 150 bps (plus Layer 2 overhead) per phone of guaranteed bandwidth for voice control traffic
 +
#* A headset or other microphone and speaker audio device that is supported by the OS installed on either the client host.
 +
# On the VDI environment (XenApp or XenDesktop server) that runs the application layer of the VDI runtime:
 +
#* {{#Widget:ExtLink|link=http://www.microsoft.com/en-us/download/details.aspx?id=40784|displaytext=Visual C++ Redistributable Packages for Visual Studio 2013 (32 bits version)}}: The Genesys Installation Package installs this redistributable package on the workstation where it is executed.
 +
#* {{#Widget:ExtLink|link=https://www.microsoft.com/net/download/Windows/run|displaytext=.NET Framework 4.0 or higher}}: This is used at installation time only when the Administrator installs Genesys Softphone with HTTPS connector based on a ''self-signed certificate''.
  
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==Installing the Genesys Softphone==
+
==Installing Genesys Softphone==
 +
(For information on installing Genesys Softphone in a VDI environment see [[SPDeploy#VDIAdapter|Installing the Genesys Softphone VDI Adapter]])
  
−
To install the Genesys Softphone follow these steps:
+
To install Genesys Softphone, follow these steps:
  
−
<ol><li>Double-click the <tt>setup.exe</tt> file that is located in the <tt><Genesys Softphone Install Directory>\windows\</tt> directory. The '''Genesys Installation Wizard''' displays the '''Welcome to the Installation''' window.</li>
+
<ol><li>Double-click the '''setup.exe''' file that is located in the '''&lt;Genesys Softphone Install Package Directory&gt;\windows\''' directory to open the '''Genesys Installation Wizard'''.</li>
−
<li>Click '''Next'''. The '''Choose Destination Location''' window is displayed.</li>
+
<li>In the '''Welcome to the Installation''' window, click '''Next'''.</li>
−
<li>Click''' Next''' to accept the default destination folder, or click '''Browse''' to select another destination location. The '''Startup and Secure Connection options''' window is displayed.</li>
+
<li>In the '''Choose Destination Location''' window, click''' Next''' to accept the default destination folder, or click '''Browse''' to select another destination location.</li>
−
<li>You may choose one or more of the following options, then click '''Next''':
+
<li>In the '''Deployment Type''' window, click '''Standard''' or '''Citrix''' (for Virtualization deployments only) then click '''Next'''.</li>
 +
<li>In the '''Startup and Secure Connection options''' window, you may choose one or more of the following options, and then click '''Next''':
 
<ul>
 
<ul>
−
<li>Auto Startup&mdash;Choose this option to specify that Genesys Softphone launches when Windows starts up. Selecting this option means that agents do not have to manually launch Genesys Softphone before they launch Agent Desktop.</li>
+
<li>Auto Startup: Specifies that Genesys Softphone launches when Windows starts up. This means that agents do not have to manually launch Genesys Softphone before they launch Agent Desktop.</li>
 
<li>
 
<li>
−
<p>Enable Dynamic Configuration Connector&mdash;Choose this option to allow Agent Desktop to dynamically configure the Genesys Softphone when it is launched.</p>
+
<p>Enable Dynamic Configuration Connector: Specifies that Agent Desktop is allowed to dynamically configure Genesys Softphone when it is launched.</p>
−
<p>If you choose the Enable Dynamic Configuration Connector option, the '''Dynamic Configuration Connector parameters''' window is displayed.</p>
+
<p>If you choose the Enable Dynamic Configuration Connector option, the '''Dynamic Configuration Connector Parameters''' window is displayed.</p>
 
<ol type="a">
 
<ol type="a">
−
<li>Specify the Connector Port for the Genesys Softphone. This port must be compliant with the value specified by the <tt>[[Documentation:HTCC:IWWDep:SIPPhoneConfig|sipendpoint.uri]]</tt> option. </li>
+
<li>Specify the Connector Port for Genesys Softphone. This port must be compliant with the value specified by the [[Documentation:HTCC:IWWDep:SIPPhoneConfig|sipendpoint.uri]] option. </li>
−
<li>You can enable HTTPS secure connections. If you choose a secure connection, you must choose the type of security certificate that you use:
+
<li>Select '''HTTPS secure connections'''. You must then indicate the type of security certificate you are using:
 
<ul>
 
<ul>
−
<li>Self-signed Certificate &mdash; In this mode, the IP creates a self-signed certificate, installs it in the Personal Certificate section of the workstation where <tt>setup.exe</tt> is executed and also installs it as a root certificate authority at Machine level in the workstation where <tt>setup.exe</tt> is executed.</li>
+
<li>Self-signed Certificate: In this mode, the IP creates a self-signed certificate, installs it in the Personal Certificate section of the workstation where '''setup.exe''' is executed and also installs it as a root certificate authority at Machine level in the workstation where '''setup.exe''' is executed.</li>
 
<li>Certificate Authorities from the Windows Certificate Store</li>
 
<li>Certificate Authorities from the Windows Certificate Store</li>
 
</ul>
 
</ul>
−
{{NoteFormat|To properly install the self-signed certificate, .NET Framework 4.0 or higher is ''mandatory''.|1}}
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{{NoteFormat|To properly install the self-signed certificate, .NET Framework 4.0 or higher is mandatory.|1}}
 
</li>
 
</li>
 
</ol>
 
</ol>
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</ul>
 
</ul>
 
</li>
 
</li>
−
<li>In the '''Ready to Install''' window, 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.</li>
+
<li>In the '''Ready to Install''' window, select '''Install'''. The wizard installs Genesys Softphone and all associated files in the selected directory and displays the '''Installation Status''' window. The installation might take several minutes.</li>
−
<li>At the '''Installation Complete''' window, select '''Finish'''.</li></ol>
+
<li>In the '''Installation Complete''' window, select '''Finish'''.</li></ol>
  
−
{{NoteFormat|For more information about Softphone deployment for Agent Desktop, see [[SPSSO|Single sign on with Agent Desktop]].}}
+
{{NoteFormat|For more information about Genesys Softphone deployment for Agent Desktop, see [[SPSSO|Single sign on with Agent Desktop]].}}
  
−
==Installing the Genesys Softphone in silent mode==
+
==Installing Genesys Softphone in Silent mode==
 +
To install Genesys Softphone in Silent mode, use the Installation Wizard '''Silent''' arguments as follows:
  
−
To install the Genesys Softphone in silent mode, use the Installation Wizard silent arguments as follows:
+
<ol><li>Update the '''genesys_silent.ini''' file by making the following modifications:
−
 
 
−
<ol><li>Update the <tt>genesys_silent.ini</tt> file by making the following modifications:
 
 
<ul>
 
<ul>
−
<li>Add the path to the Genesys Softphone installation directory&mdash;for example, <tt>InstallPath=C:\GCTI\Genesys Softphone</tt>.</li>
+
<li>Add the path to the Genesys Softphone directory. For example, '''InstallPath=C:\GCTI\Genesys Softphone'''.</li>
−
<li>Specify whether Genesys Softphone starts automatically when Windows starts up by using the <tt>Startup=&lt;Std or Auto&gt;</tt> parameter.</li>
+
<li>Specify if Genesys Softphone is a physical workstation ("Std") or a Citrix enviornment ("Citrix") by using the '''DeploymentType=&lt;Std or Citrix&gt;''' parameter.</li>
−
<li>Specify whether Agent Desktop can dynamically modify the Genesys Softphone configuration by using the <tt>Connector=&lt;Disable or Enable&gt;</tt> parameter.</li>
+
<li>Specify whether Genesys Softphone starts automatically when Windows starts up by using the '''Startup=&lt;Std or Auto&gt;''' parameter.</li>
 +
<li>Specify whether Agent Desktop can dynamically modify the Genesys Softphone configuration by using the '''Connector=&lt;Disable or Enable&gt;''' parameter.</li>
 
<li>If you are ''deploying'' Softphone for Agent Desktop dynamic configuration:
 
<li>If you are ''deploying'' Softphone for Agent Desktop dynamic configuration:
 
<ul>
 
<ul>
−
<li>Specify the Connector Port if the Connector is enabled by using the <tt>ConnectorPort=&lt;port number&gt;</tt> parameter.</li>
+
<li>If the Connector is enabled, specify the Connector Port by using the '''ConnectorPort=&lt;port number&gt;''' parameter.</li>
−
<li>Specify whether the connector uses HTTPS secure connection by using the <tt>HTTPS=&lt;NotUsed or Used&gt;</tt> parameter.</li>
+
<li>Specify that the connector uses an HTTPS secure connection by using the '''HTTPS=Used''' parameter.</li>
−
<li>If you are using a secure connection, specify the type of certificate to be used by using the <tt>CertificateType=&lt;SelfSigned or WindowsStore&gt;</tt> parameter.</li>
+
<li>If you are using a secure connection, specify the certificate type to be used by using the '''CertificateType=&lt;SelfSigned or WindowsStore&gt;''' parameter.</li>
−
<li>If you assign the value <tt>WindowsStore</tt> to the <tt>CertificateType</tt> option, specify the certificate thumbprint by using the <tt>CertThumbPrint=&lt;certificate thumbprint&gt;</tt> parameter.</li>
+
<li>If you assign the value '''WindowsStore''' to the '''CertificateType''' option, specify the certificate thumbprint by using the '''CertThumbPrint=&lt;certificate thumbprint&gt;''' parameter.</li>
 
</ul>
 
</ul>
 
</li>
 
</li>
 
<li>If you are ''upgrading'' Genesys Softphone specify:
 
<li>If you are ''upgrading'' Genesys Softphone specify:
 
<ul>
 
<ul>
−
<li><tt>IPVersion= &lt;current version of Genesys Softphone on this box (before upgrade)&gt;</tt>
+
<li>'''IPVersion= &lt;current version of Genesys Softphone on this box (before upgrade)&gt;'''
 
</li>
 
</li>
−
<li><tt>IPBuildNumber= &lt;current build number of Genesys Softphone on this box (before upgrade)&gt;</tt>
+
<li>'''IPBuildNumber= &lt;current build number of Genesys Softphone on this box (before upgrade)&gt;'''
 
</li>
 
</li>
 
</ul>
 
</ul>
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where:
 
where:
 
<ul>
 
<ul>
−
<li>/s&mdash;Specifies that the installation is running in InstallShield Silent Mode.
+
<li><tt>/s</tt> specifies that the installation is running in InstallShield Silent Mode.
 
</li>
 
</li>
−
<li>/z&mdash;Passes the Genesys Silent Mode silent parameters to the installation.
+
<li><tt>/z</tt> passes the Genesys Silent mode silent parameters to the installation.
 
</li>
 
</li>
−
<li>-s&mdash;Specifies the full path to the silent configuration file. The <tt><Full path to Genesys Silent Configuration file></tt> is optional.  If the <tt><Full path to Genesys Silent Configuration file></tt> parameter is not specified, the installation uses the <tt>genesys_silent.ini</tt> file in the same directory where the <tt>setup.exe</tt> is located.  
+
<li><tt>-s</tt> specifies the full path to the silent configuration file. The '''&lt;Full path to Genesys Silent Configuration file&gt;''' is optional.  If the '''&lt;Full path to Genesys Silent Configuration file&gt;''' parameter is not specified, the installation uses the '''genesys_silent.ini''' file in the same directory where the '''setup.exe''' is located.  
−
{{NoteFormat|Enclose the value of the <tt><Full path to Genesys Silent Configuration file></tt> parameter by apostrophes (') if the parameter contains white symbols.}}
+
{{NoteFormat|Enclose the value of the '''&lt;Full path to Genesys Silent Configuration file&gt;''' parameter by apostrophes (') if the parameter contains white symbols.}}
 
</li>
 
</li>
−
<li>-sl&mdash;Specifies the full path to the installation results file. If the <tt><Full path to Genesys Installation Result file></tt> parameter is not specified, the installation creates the <tt>genesys_install_result.log</tt> file in the <tt><System TEMP folder></tt> directory.
+
<li><tt>-sl</tt> specifies the full path to the installation results file. If the '''&lt;Full path to Genesys Installation Result file&gt;''' parameter is not specified, the installation creates the '''genesys_install_result.log''' file in the '''&lt;System TEMP folder&gt;''' directory.
−
{{NoteFormat|Enclose the value of the <tt><Full path to Genesys Installation Result file></tt> parameter by apostrophes (') if the parameter contains white symbols.}}
+
{{NoteFormat|Enclose the value of the '''&lt;Full path to Genesys Installation Result file&gt;''' parameter in apostrophes (') if the parameter contains white space characters.}}
 
</li>
 
</li>
 
</ul>
 
</ul>
−
The <tt>InstallShield setup.exe</tt> installation starter requires that:
+
The '''InstallShield setup.exe''' installation starter requires that:
 
<ul>
 
<ul>
−
<li>there is ''no'' space between the <tt>/z</tt> argument and quotation mark. For example, <tt>/z"-s"</tt> is valid, while <tt>/z "-s"</tt> is not valid.
+
<li>There is ''no'' space between the <tt>/z</tt> argument and quotation mark. For example, <tt>/z"-s"</tt> is valid, while <tt>/z "-s"</tt> is not valid.
 
</li>
 
</li>
−
<li>there ''is'' a space between the -s,-sl parameters and quotation mark. For example, <tt>/z"-s c:\temp\genesys_silent.ini"</tt> is valid, while <tt>/z "-sc:\temp\genesys_silent.ini"</tt> is not valid.
+
<li>There ''is'' a space between the -s,-sl parameters and quotation mark. For example, <tt>/z"-s c:\temp\genesys_silent.ini"</tt> is valid, while <tt>/z "-sc:\temp\genesys_silent.ini"</tt> is not valid.
 
For example,<br> <tt>setup.exe /s /z"-s 'C:\8.5.000.05\windows\b1\ip\genesys_silent.ini' -sl 'C:\GSP\silent_setup.log'"</tt>.
 
For example,<br> <tt>setup.exe /s /z"-s 'C:\8.5.000.05\windows\b1\ip\genesys_silent.ini' -sl 'C:\GSP\silent_setup.log'"</tt>.
 
</li>
 
</li>
 
</ul>
 
</ul>
 
</li>
 
</li>
−
<li>After executing this command, verify that the Genesys Softphone is installed in the <tt>C:\<Genesys Softphone Installation Directory></tt>, and that the <tt>silent_setup.log</tt> file created in the <tt>C:\GSP\</tt> directory.</li></ol>
+
<li>After executing this command, verify that Genesys Softphone is installed in the '''C:\&lt;Genesys Softphone Directory&gt;''', and that the '''silent_setup.log''' file has been created in the '''C:\GSP\''' directory.</li></ol>
−
{{AnchorDiv|ConfigGS}}
+
 
−
==Configuring the Genesys Softphone==
+
{{AnchorDiv|VDIAdapter}}
−
The Genesys Softphone installation includes a configuration file (<tt><Genesys Softphone Installation Directory>/Softphone.config</tt>) with configuration settings that are applied to the Softphone when it starts.  
+
==Installing the Genesys Softphone VDI Adapter (Windows)==
 +
If you installed Genesys Softphone in a [[SPDeploy#Installing_Genesys_Softphone|VDI environment]], you must install the Genesys Softphone VDI Adapter on each workstation by following these steps:
 +
# Double-click the '''setup.exe''' file that is located in the '''&lt;Genesys Softphone VDI Adapter Install Package Directory&gt;\windows\''' directory to open the '''Genesys Installation Wizard'''.
 +
# In the '''Welcome to the Installation''' window, click '''Next'''.
 +
# In the '''Select Operating System''' window, select '''Windows''' and click '''Next'''.
 +
# In the '''Ready to Install''' window, select '''Install'''. The wizard installs Genesys Softphone VDI Adapter and displays the '''Installation Status''' window.
 +
# In the '''Installation Complete''' window, select '''Finish'''.
 +
 
 +
==Installing the Genesys Softphone VDI Adapter (eLux)==
 +
If you installed Genesys Softphone in a [[SPDeploy#Installing_Genesys_Softphone|VDI environment]], you must install the Genesys Softphone VDI Adapter on each eLux workstation by following these steps:
 +
# Double-click the '''setup.exe''' file located in the '''&lt;Genesys Softphone VDI Adapter Install Package Directory&gt;\windows\''' directory to open the '''Genesys Installation Wizard'''.
 +
# In the '''Welcome to the Installation''' window, click '''Next'''.
 +
# In the '''Select Operating System''' window, select '''eLux''', specify the destination to install the installation package, and click '''Next'''.
 +
# In the '''Ready to Install''' window, select '''Install'''. The wizard installs Genesys Softphone VDI Adapter and displays the '''Installation Status''' window.
 +
# In the '''Installation Complete''' window, select '''Finish'''.
 +
#: The installation package installs the following items:
 +
#* a Virtual Driver for Citrix shared object
 +
#* a '''libgsecurity''' module
 +
#* a startup script to update the Citrix '''module.ini''' config file.
 +
#: These files are packaged into an EPM/FPM pair, each with a separate signature file with four files for the VD package and three files with certificates used for signing:
 +
#* '''genesys_vd-&lt;ip-version&gt;.UC_RP5-1.0.fpm'''
 +
#* '''genesysvd-&lt;ip-version&gt;.UC_RP5-1.0.epm'''
 +
#* '''genesys_vd-&lt;ip-version&gt;.UC_RP5-1.0.fpm.sig'''
 +
#* '''genesysvd-&lt;ip-version&gt;.UC_RP5-1.0.epm.sig'''<br><br>
 +
#* '''0-VeriSign-RootCA.cer''': VeriSign Universal Root Certification Authority
 +
#* '''1-Symantec-intermediate.cer''': Symantec Class 3 SHA256 Code Signing CA
 +
#* '''2-Genesys-codesign.cer''': Genesys certificate used for signing packages
 +
# Import the package files to the existing container and add them to the client image using the Unicon {{#Widget:ExtLink|link=https://www.unicon-software.com/udocs/en/#admin_guides/elias/elias_basic/elias_general.htm%3FTocPath%3DAdministrator's%2520Guides%7CScout%2520Enterprise%2520ELIAS%7COverview%7C_____0|displaytext=Scout Enterprise ELIAS}} tool:
 +
## Using the '''Security / Manage certificates''' menu option, {{#Widget:ExtLink|link=https://www.unicon-software.com/udocs/en/#admin_guides/elias/elias_security.htm|displaytext=import the certificates as trusted}}.
 +
## If the client is configured with '''signature check''', the VeriSign Root CA certificate must be {{#Widget:ExtLink|link=https://www.unicon-software.com/udocs/en/#short_guides/installation/install_certificates.htm|displaytext=installed on each client}} in the '''/setup/cacerts''' folder.
 +
## To {{#Widget:ExtLink|link=https://www.unicon-software.com/udocs/en/#short_guides/installation/install_container.htm|displaytext=add packages to the container}}, in ELIAS select the '''Container / Import Package''' menu option, then select the files with .the '''epm''' extension.
 +
##  To {{#Widget:ExtLink|link=https://www.unicon-software.com/udocs/en/#admin_guides/elias/elias_idf/elias_idf_update.htm|displaytext=update the image definition file}} (IDF), open it in ELIAS, then add the new package by selecting '''Genesys VD for Citrix, &lt;ip-version&gt;''' in the right pane and press the '''<==''' button.
 +
## {{#Widget:ExtLink|link=https://www.unicon-software.com/udocs/en/#admin_guides/scout_enterprise/update/update.htm|displaytext=Update the client workstation}} using the Scout Enterprise Console and perform these steps:
 +
##* Check the firmware configuration of the relevant Thin Clients by selecting '''Device configuration''' and then choosing '''Firmware'''.
 +
##* Update the device by selecting the '''Commands / Update''' option to initiate the update and force a device restart.
 +
 
 +
==Installing the Genesys Softphone VDI Adapter in Silent mode==
 +
To install Genesys Softphone VDI Adapter in Silent mode, use the Installation Wizard '''Silent''' arguments as follows:<br />
 +
 
 +
<ol>
 +
<li>Update the '''genesys_silent.ini''' file by making the following modifications:
 +
<ul>
 +
<li>Specify if Genesys Softphone VDI Adapter should be installed for Windows ("citrix_windows") or eLux5 ("citrix_elux_5") by using the '''DeploymentType''' parameter. For example, '''DeploymentType=citrix_windows'''.</li>
 +
<li>In case of installation on eLux5, add the path to the Genesys Softphone VDI Adapter directory using the '''InstallPath''' parameter. For example, '''InstallPath=C:\GCTI\Genesys SoftphoneVDIAdapter'''.</li>
 +
</ul>
 +
</li>
 +
<li>If you are ''upgrading'' Genesys Softphone VDI Adpater specify:
 +
<ul>
 +
<li>'''IPVersion= &lt;current version of Genesys Softphone VDI Adapter on this box (before upgrade)&gt;'''
 +
</li>
 +
<li>'''IPBuildNumber= &lt;current build number of Genesys Softphone VDI Adapter on this box (before upgrade)&gt;'''
 +
</li>
 +
</ul>
 +
</li>
 +
<li>Execute the following command:<br>
 +
<tt>setup.exe /s /z"-s 'FullPathToGenesysSilentConfigurationFile' -sl 'FullPathToGenesysSilentResultFile'"</tt>
 +
where:
 +
<ul>
 +
<li><tt>/s</tt> specifies that the installation is running in InstallShield Silent Mode.
 +
</li>
 +
<li><tt>/z</tt> passes the Genesys Silent mode silent parameters to the installation.
 +
</li>
 +
<li><tt>-s</tt> specifies the full path to the silent configuration file. The '''&lt;Full path to Genesys Silent Configuration file&gt;''' is optional.  If the '''&lt;Full path to Genesys Silent Configuration file&gt;''' parameter is not specified, the installation uses the '''genesys_silent.ini''' file in the same directory where the '''setup.exe''' is located.
 +
{{NoteFormat|Enclose the value of the '''&lt;Full path to Genesys Silent Configuration file&gt;''' parameter by apostrophes (') if the parameter contains white symbols.}}
 +
</li>
 +
<li><tt>-sl</tt> specifies the full path to the installation results file. If the '''&lt;Full path to Genesys Installation Result file&gt;''' parameter is not specified, the installation creates the '''genesys_install_result.log''' file in the '''&lt;System TEMP folder&gt;''' directory.
 +
{{NoteFormat|Enclose the value of the '''&lt;Full path to Genesys Installation Result file&gt;''' parameter in apostrophes (') if the parameter contains white space characters.}}
 +
</li>
 +
</ul>
 +
The '''InstallShield setup.exe''' installation starter requires that:
 +
<ul>
 +
<li>There is ''no'' space between the <tt>/z</tt> argument and quotation mark. For example, <tt>/z"-s"</tt>      is valid, while <tt>/z "-s"</tt> is not valid.
 +
</li>
 +
<li>There ''is'' a space between the -s,-sl parameters and quotation mark. For example, <tt>/z"-s c:\temp\genesys_silent.ini"</tt> is valid, while <tt>/z "-sc:\temp\genesys_silent.ini"</tt> is not valid.
 +
For example,<br> <tt>setup.exe /s /z"-s 'C:\9.0.007.03\windows\b1\ip\genesys_silent.ini' -sl 'C:\GSP\silent_setup.log'"</tt>.
 +
</li>
 +
</ul>
 +
</li>
 +
<li>After executing this command, verify that Genesys Softphone VDI Adpater is installed in the expected directory, and that the '''silent_setup.log''' file has been created in the '''C:\GSP\''' directory.</li></ol>
 +
 
 +
{{AnchorDiv|configuring}}
 +
==Configuring Genesys Softphone==
 +
Genesys Softphone installation includes a configuration file ('''&lt;Genesys Softphone Directory>/Softphone.config&gt;''') with configuration settings that are applied to the Softphone when it starts.  
  
 
{{NoteFormat|You can make changes to the configuration file, but you must restart the Softphone before any of the changes take effect.}}
 
{{NoteFormat|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 organized into containers. Each container is divided into domains that are broken into sections that hold the settings for a group of parameters. The following configuration file examples illustrate these settings:
+
The configuration file is organized into ''containers''. Each container is divided into ''domains'' that are further divided into ''sections'' that hold the ''settings'' for a group of parameters. The following configuration file examples describe the settings in each container:
−
 
 
−
For the description and valid values of each parameter, see [[Options|Configuration Options Reference]].
 
  
 +
For the description and valid values of each parameter, see [[SPOptions|Configuration Options Reference]].
 
===Basic container===
 
===Basic container===
  
 
The [[SPOptions#Basic_Container|Basic container]] sets the Genesys Softphone user's DNs and the protocol used.
 
The [[SPOptions#Basic_Container|Basic container]] sets the Genesys Softphone user's DNs and the protocol used.
  
−
{{NoteFormat|If single sign on is used with Agent Desktop, these parameters in configuration file are not taken in account.}}
+
<source lang="xml" ><Container name ="Basic">
 +
    <Connectivity user ="DN0" server="Server0:Port0" protocol="Protocol"/>
 +
    <Connectivity user ="DN1" server="Server1:Port1" protocol=" Protocol"/>
 +
  </Container>
 +
</source>
 +
 
 +
{{NoteFormat|If Single sign on is used with Agent Desktop, these parameters in configuration file are not taken in account.}}
 +
 
 +
===Genesys container===
 +
The [[SPOptions#Genesys_Container|Genesys container]] sets the policy, endpoint, session, device, connector, codecs, proxy, mailbox, system, and security parameters.
 +
 
 +
==Configuring the agent's DN==
 +
 
 +
Set the following <tt>TServer</tt> section option for the DNs of the Place to which the agent is logging in:
 +
* <tt>sip-cti-control</tt> = <tt>talk,hold,dtmf</tt>
 +
 
 +
{{NoteFormat|This option is mandatory to use third-party call control on the SIP device.}}
 +
 
 +
For information about configuring DN objects, see the [[Documentation:PSAAS:Administrator:DN|Platform Administration help]].
 +
 
 +
==Configuring SIP Server==
 +
 
 +
Genesys recommends setting the following SIP Server options:
 +
*<tt> dual-dialog-enabled=true</tt> (default value)
 +
* <tt>make-call-rfc3725-flow=1</tt> (allows for better and/or simpler codec negotiation)
 +
* <tt>ring-tone-on-make-call=true</tt> (default value)
 +
* <tt>use-register-for-service-state=true</tt>
 +
For more information about these options, see the {{Repository|81fr_dep-sip.pdf|2e30d00a-05d6-4c84-a539-eb7ddcbde5f4|SIP Server Deployment Guide}}.
 +
 
 +
===Suppressing the ringtone===
 +
 
 +
The ringtone is generated for all incoming calls to Genesys Softphone.  To suppress the ringtone for third-party call control for the originating DN, configure the following SIP Server option:
 +
* <tt>make-call-alert-info=<urn:alert:service:3pcc@genesys></tt>
 +
or
 +
* <tt>make-call-alert-info=<nowiki><file://null></nowiki>;service=3pcc</tt>
  
−
===Genesys Container===
+
{{NoteFormat|If at least one Genesys Softphone in the contact center is configured with the <tt>ringing_enabled</tt> option set to <tt>1</tt>, the SIP Server <tt>make-call-alert-info</tt> option should be set to one of the values specified above.}}
−
The [[SPOptions#Genesys_Container|Genesys container]] sets the policy, endpoint, session, device, connector, codecs, proxy, mailbox, system and security parameters.
 
  
 
[[Category:V:PSAAS:Public]]
 
[[Category:V:PSAAS:Public]]

Latest revision as of 12:32, October 2, 2020

Deploying Genesys Softphone

Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.



How to deploy and configure the Genesys Softphone in your environment, including both standard and Virtual Desktop Infrastructure (VDI) installations.

Important
You should receive access to the Genesys Softphone download when you purchase Softphone. Contact your Genesys representative if you did not receive access to the installation package.

Environment prerequisites

Ensure that your environment meets the prerequisites described in this section.

Supported operating systems

Refer to the Genesys Softphone and the Virtualization Platform Support topics in the Genesys Supported Operating Environment Reference Manual for a list of the latest supported operating systems.

Prerequisites for deployment on a physical workstation

To work with 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:

  • Visual C++ Redistributable Packages for Visual Studio 2013 (32 bits version): The Genesys Installation Package installs this redistributable package on the workstation where it is executed.
  • .NET Framework 4.0 or higher: This is used at installation time only when the Administrator installs Genesys Softphone with HTTPS connector based on a self-signed certificate.
  • QoS requirement for voice, either one-to-one or on a conference connection capability, require the following:
    • ≤ 150 ms of one-way latency from mouth to ear (per the ITU G.114 standard)
    • ≤ 30 ms jitter
    • ≤ 1 percent packet loss
    • 17 to 106 kbps of guaranteed priority bandwidth per call (depending on the sampling rate, codec, and Layer 2 overhead)
    • 150 bps (plus Layer 2 overhead) per phone of guaranteed bandwidth for voice control traffic
  • A headset or other microphone and speaker audio device that is supported by Windows OS installed on the workstation.

Prerequisites for deployment in a VDI environment

To work with Genesys Softphone in a VDI environment, 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:

  1. On the workstation running Citrix Workspace (formerly Citrix Receiver):
    • Visual C++ Redistributable Packages for Visual Studio 2013 (32 bits version): The Genesys Installation Package installs this redistributable package on the workstation where it is executed.
    • QoS requirement for voice, either one-to-one or on a conference connection capability, require the following:
      • ≤ 150 ms of one-way latency from mouth to ear (per the ITU G.114 standard)
      • ≤ 30 ms jitter
      • ≤ 1 percent packet loss
      • 17 to 106 kbps of guaranteed priority bandwidth per call (depending on the sampling rate, codec, and Layer 2 overhead)
      • 150 bps (plus Layer 2 overhead) per phone of guaranteed bandwidth for voice control traffic
    • A headset or other microphone and speaker audio device that is supported by the OS installed on either the client host.
  2. On the VDI environment (XenApp or XenDesktop server) that runs the application layer of the VDI runtime:

Installing Genesys Softphone

(For information on installing Genesys Softphone in a VDI environment see Installing the Genesys Softphone VDI Adapter)

To install Genesys Softphone, follow these steps:

  1. Double-click the setup.exe file that is located in the <Genesys Softphone Install Package Directory>\windows\ directory to open the Genesys Installation Wizard.
  2. In the Welcome to the Installation window, click Next.
  3. In the Choose Destination Location window, click Next to accept the default destination folder, or click Browse to select another destination location.
  4. In the Deployment Type window, click Standard or Citrix (for Virtualization deployments only) then click Next.
  5. In the Startup and Secure Connection options window, you may choose one or more of the following options, and then click Next:
    • Auto Startup: Specifies that Genesys Softphone launches when Windows starts up. This means that agents do not have to manually launch Genesys Softphone before they launch Agent Desktop.

    • Enable Dynamic Configuration Connector: Specifies that Agent Desktop is allowed to dynamically configure Genesys Softphone when it is launched.

      If you choose the Enable Dynamic Configuration Connector option, the Dynamic Configuration Connector Parameters window is displayed.

      1. Specify the Connector Port for Genesys Softphone. This port must be compliant with the value specified by the sipendpoint.uri option.
      2. Select HTTPS secure connections. You must then indicate the type of security certificate you are using:
        • Self-signed Certificate: In this mode, the IP creates a self-signed certificate, installs it in the Personal Certificate section of the workstation where setup.exe is executed and also installs it as a root certificate authority at Machine level in the workstation where setup.exe is executed.
        • Certificate Authorities from the Windows Certificate Store
        Important
        To properly install the self-signed certificate, .NET Framework 4.0 or higher is mandatory.
  6. In the Ready to Install window, select Install. The wizard installs Genesys Softphone and all associated files in the selected directory and displays the Installation Status window. The installation might take several minutes.
  7. In the Installation Complete window, select Finish.
Important
For more information about Genesys Softphone deployment for Agent Desktop, see Single sign on with Agent Desktop.

Installing Genesys Softphone in Silent mode

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

  1. Update the genesys_silent.ini file by making the following modifications:
    • Add the path to the Genesys Softphone directory. For example, InstallPath=C:\GCTI\Genesys Softphone.
    • Specify if Genesys Softphone is a physical workstation ("Std") or a Citrix enviornment ("Citrix") by using the DeploymentType=<Std or Citrix> parameter.
    • Specify whether Genesys Softphone starts automatically when Windows starts up by using the Startup=<Std or Auto> parameter.
    • Specify whether Agent Desktop can dynamically modify the Genesys Softphone configuration by using the Connector=<Disable or Enable> parameter.
    • If you are deploying Softphone for Agent Desktop dynamic configuration:
      • If the Connector is enabled, specify the Connector Port by using the ConnectorPort=<port number> parameter.
      • Specify that the connector uses an HTTPS secure connection by using the HTTPS=Used parameter.
      • If you are using a secure connection, specify the certificate type to be used by using the CertificateType=<SelfSigned or WindowsStore> parameter.
      • If you assign the value WindowsStore to the CertificateType option, specify the certificate thumbprint by using the CertThumbPrint=<certificate thumbprint> parameter.
    • If you are upgrading Genesys Softphone specify:
      • IPVersion= <current version of Genesys Softphone on this box (before upgrade)>
      • IPBuildNumber= <current build number of Genesys Softphone on this box (before upgrade)>
  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 parameter 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 in apostrophes (') if the parameter contains white space characters.

    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'".
  3. After executing this command, verify that Genesys Softphone is installed in the C:\<Genesys Softphone Directory>, and that the silent_setup.log file has been created in the C:\GSP\ directory.

Installing the Genesys Softphone VDI Adapter (Windows)

If you installed Genesys Softphone in a VDI environment, you must install the Genesys Softphone VDI Adapter on each workstation by following these steps:

  1. Double-click the setup.exe file that is located in the <Genesys Softphone VDI Adapter Install Package Directory>\windows\ directory to open the Genesys Installation Wizard.
  2. In the Welcome to the Installation window, click Next.
  3. In the Select Operating System window, select Windows and click Next.
  4. In the Ready to Install window, select Install. The wizard installs Genesys Softphone VDI Adapter and displays the Installation Status window.
  5. In the Installation Complete window, select Finish.

Installing the Genesys Softphone VDI Adapter (eLux)

If you installed Genesys Softphone in a VDI environment, you must install the Genesys Softphone VDI Adapter on each eLux workstation by following these steps:

  1. Double-click the setup.exe file located in the <Genesys Softphone VDI Adapter Install Package Directory>\windows\ directory to open the Genesys Installation Wizard.
  2. In the Welcome to the Installation window, click Next.
  3. In the Select Operating System window, select eLux, specify the destination to install the installation package, and click Next.
  4. In the Ready to Install window, select Install. The wizard installs Genesys Softphone VDI Adapter and displays the Installation Status window.
  5. In the Installation Complete window, select Finish.
    The installation package installs the following items:
    • a Virtual Driver for Citrix shared object
    • a libgsecurity module
    • a startup script to update the Citrix module.ini config file.
    These files are packaged into an EPM/FPM pair, each with a separate signature file with four files for the VD package and three files with certificates used for signing:
    • genesys_vd-<ip-version>.UC_RP5-1.0.fpm
    • genesysvd-<ip-version>.UC_RP5-1.0.epm
    • genesys_vd-<ip-version>.UC_RP5-1.0.fpm.sig
    • genesysvd-<ip-version>.UC_RP5-1.0.epm.sig

    • 0-VeriSign-RootCA.cer: VeriSign Universal Root Certification Authority
    • 1-Symantec-intermediate.cer: Symantec Class 3 SHA256 Code Signing CA
    • 2-Genesys-codesign.cer: Genesys certificate used for signing packages
  6. Import the package files to the existing container and add them to the client image using the Unicon Scout Enterprise ELIAS tool:
    1. Using the Security / Manage certificates menu option, import the certificates as trusted.
    2. If the client is configured with signature check, the VeriSign Root CA certificate must be installed on each client in the /setup/cacerts folder.
    3. To add packages to the container, in ELIAS select the Container / Import Package menu option, then select the files with .the epm extension.
    4. To update the image definition file (IDF), open it in ELIAS, then add the new package by selecting Genesys VD for Citrix, <ip-version> in the right pane and press the <== button.
    5. Update the client workstation using the Scout Enterprise Console and perform these steps:
      • Check the firmware configuration of the relevant Thin Clients by selecting Device configuration and then choosing Firmware.
      • Update the device by selecting the Commands / Update option to initiate the update and force a device restart.

Installing the Genesys Softphone VDI Adapter in Silent mode

To install Genesys Softphone VDI Adapter in Silent mode, use the Installation Wizard Silent arguments as follows:

  1. Update the genesys_silent.ini file by making the following modifications:
    • Specify if Genesys Softphone VDI Adapter should be installed for Windows ("citrix_windows") or eLux5 ("citrix_elux_5") by using the DeploymentType parameter. For example, DeploymentType=citrix_windows.
    • In case of installation on eLux5, add the path to the Genesys Softphone VDI Adapter directory using the InstallPath parameter. For example, InstallPath=C:\GCTI\Genesys SoftphoneVDIAdapter.
  2. If you are upgrading Genesys Softphone VDI Adpater specify:
    • IPVersion= <current version of Genesys Softphone VDI Adapter on this box (before upgrade)>
    • IPBuildNumber= <current build number of Genesys Softphone VDI Adapter on this box (before upgrade)>
  3. 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 parameter 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 in apostrophes (') if the parameter contains white space characters.

    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:\9.0.007.03\windows\b1\ip\genesys_silent.ini' -sl 'C:\GSP\silent_setup.log'".
  4. After executing this command, verify that Genesys Softphone VDI Adpater is installed in the expected directory, and that the silent_setup.log file has been created in the C:\GSP\ directory.

Configuring Genesys Softphone

Genesys Softphone installation includes a configuration file (<Genesys Softphone Directory>/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 organized into containers. Each container is divided into domains that are further divided into sections that hold the settings for a group of parameters. The following configuration file examples describe the settings in each container:

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>
Important
If Single sign on is used with Agent Desktop, these parameters in configuration file are not taken in account.

Genesys container

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

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 Platform Administration 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 calls to 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_enabled option set to 1, the SIP Server make-call-alert-info option should be set to one of the values specified above.
This page was last edited on October 2, 2020, at 12:32.
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