login.prompt-place
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Specifies whether the agent must enter his place in the login window. When this option is set to true, a new page is displayed during the login phase to specify a place. Enabling this option disables login.voice.prompt-dn-less-phone-number. Do not enable this option if the privilege.sipendpoint.can-use privilege is granted.
sipendpoint.sip-server-address.peer
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 session is started or restarted.
In a Business Continuity environment, specifies the host name or IP Address of the Session Border Controller where the peer SIP REGISTER request will be sent by Workspace SIP Endpoint. (Tip: 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.sip-server-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 session is started or restarted.
Specifies the host name or IP Address of the Session Border Controller where the SIP REGISTER request will be sent by Workspace Endpoint. (Tip: 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.transport-protocol
Section: interaction-workspace
Default Value: UDP
Valid Values: Select a value from the following list: UDP, TCP, TLS.
Changes Take Effect: When the session is started or restarted.
Specifies whether UDP, TCP, TLS, HTTP, or HTTPS is used for the SIP transport protocol.
sipendpoint.max-failed-ping
Section: interaction-workspace
Default Value: 5
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.
Specifies the number of failed pings allowed on Genesys Softphone.
sipendpoint.ping-interval
Section: interaction-workspace
Default Value: 2000
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.
Specifies the interval, in milliseconds, between each ping of the Genesys Softphone.
sipendpoint.register-max-attempts
Section: interaction-workspace
Default Value: 10
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.
Specifies the number of 'failed on check if endpoint' is active allowed.
sipendpoint.register-interval
Section: interaction-workspace
Default Value: 1500
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.
Specifies the interval, in milliseconds, between each register on Genesys Softphone.
sipendpoint.sip-server-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 session is started or restarted.
Specifies the host name or IP Address of the Session Border Controller where the SIP REGISTER request will be sent by Workspace Endpoint. (Tip: 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.uri
Section: interaction-workspace
Default Value:
Valid Values: A valid URI
Changes Take Effect: When the session is started or restarted.
Specifies the URI of the SIP endpoint used in connector mode. For example: https://localhost:8000
privilege.sipendpoint.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Related Options: login.prompt-place
Enables the usage of Genesys Softphone . Depends on 'Voice - Can Use Voice Channel'. If SIP Endpoint is enabled, the login.prompt-place option must be set to false.
privilege.sipendpoint.can-mute-speaker
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Enables an agent to mute and unmute the speaker. Depends on 'Voice - Can Use Voice Channel' and 'Workspace Web SIP Endpoint Options - Can Use Genesys Softphone'.
privilege.sipendpoint.can-mute-microphone
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Enables an agent to mute and unmute the microphone. Depends on 'Voice - Can Use Voice Channel' and 'Workspace Web SIP Endpoint Options - Can Use Genesys Softphone'.
privilege.sipendpoint.can-change-speaker-volume
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Enables agents to change the volume of the speaker.
privilege.sipendpoint.can-change-microphone-volume
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Enables agents to change the volume of the microphone.
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.
Genesys Softphone supports SRV-based name resolution. You do not need additional configuration to enable this feature, but, as described in RFC 3263, you should not include the port number in the server URI (sipendpoint.sip-server-address).
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
Enabling Dual Registration with the Softphone
You can enable Workspace to transmit the address of the session border controllers (SBC) to the Softphone, which allows dual registration. Use the following configuration options to enable this feature and specify the two regions:
Disaster Recovery environments are transparent for Workspace in this scenario because the Softphone is registered on both regions. Workspace transmits the following information to the Workspace SIP Endpoint:
POST <sipendpoint.uri>/RegisterDn
Content-Type:application/json; charset=UTF-8
data: {
"addresses":["<sipendpoint.sip-server-address>","<sipendpoint.sip-server-address.peer>"],
"users":["<userName>","<userName>"]
}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>
Agents that are provisioned to use Genesys Softphone must have a default Place configured. These agents can work from any location that supports Genesys Softphone, but their Place cannot be used for a hard phone. For Genesys Softphone agents you must set the value of the login.prompt-place option to false.