Overview
The SIP Endpoint SDK enables you to build a SIP endpoint that can seamlessly connect agent desktop applications with the Genesys SIP Server in order to handle audio and video calls. This overview will help you understand its design goals and its architecture.
Design Goals
Many SIP softphones that are currently available require an agent to interact with their own separate user interface in addition to that of the agent desktop application. For instance, the agent might have to use the SIP phone interface to answer a call, while other actions — such as holding or releasing the call — would have to be done via agent desktop interface.
In contrast to that, the SIP Endpoint SDK is designed to be integrated into an agent desktop so the agent can use a single user interface to control calls. Genesys recommends that this be done in a way that leaves actual control in the hands of a T-Lib–based agent desktop application, which has a fuller feature set and is also fully supported by Genesys.
The SIP Endpoint SDK is also designed to integrate with the Genesys SIP Server. It supports the SIP, SDP, and RTP/RTCP protocols.
In addition to these principal design goals, the SIP Endpoint SDK supports the following features:
- Traditional call control functionality such as:
- Establishing inbound and outbound calls
- Hold and retrieve
- Transfers and conference calls. SIP Endpoint SDK supports all 1pcc and 3pcc transfer scenarios.
- Multi-line call handling
Note: Multi-line call handling is available up to the limitations on the number of simultaneous connections supported by the licensing available to Genesys at this time.
Architecture
The SIP Endpoint SDK is a software component that resides on the agent's computer. It uses the SIP protocol to communicate with the Genesys SIP Server and supports both thin (or 3-tier) and thick (or rich) T-Lib clients.
In SIP messaging terms, the SIP Endpoint is a user agent. The contact center agent's computer should also host a Genesys T-Lib client that works with SIP Server and provides Genesys agent-related functionality, as shown below.
As you can see, the SIP Endpoint SDK handles the SIP messaging, and the T-Lib Client uses the T-Lib protocol to handle call control.