Configuring for Genesys Softphone integration

For agents that use the Genesys Softphone, you can configure some softphone options in the Workspace Web Application, including Single Sign On (SSO) access, and the mute and volume functions on the Genesys Softphone. For all other configuration, see Genesys Softphone documentation.

Enabling agents to use mute and volume on Genesys Softphone

Configure the following options:

• privilege.sipendpoint.can-change-microphone-volume
• privilege.sipendpoint.can-change-speaker-volume
• privilege.sipendpoint.can-mute-microphone
• privilege.sipendpoint.can-mute-speaker

Enabling Single Sign On (SSO)

To enabled SSO for the Genesys Softphone, configure the following options:

• privilege.sipendpoint.can-use
• sipendpoint.uri
• sipendpoint.sip-server-address
• sipendpoint.register-interval
• sipendpoint.register-max-attempts
• sipendpoint.ping-interval
• sipendpoint.max-failed-ping
• sipendpoint.transport-protocol

Related Genesys Softphone configuration options

Workspace Web Edition transmits all configured SIP Endpoint options to the Genesys Softphone. Note that there is no dependency on which version of Genesys Softphone is in use. For more information about Genesy Softphone options, see Genesys Container in the Genesys Softphone Deployment Guide.

To translate the Genesys Softphone options to the format of Workspace Web Edition options, use the following pattern: sipendpoint.<Domain>.<Section>.<Setting>