Deploying the Genesys Softphone

Important

The Genesys Softphone 8.5.0 release is built based on SIP Endpoint SDK 8.5 version.

This section describes how to install and configure the Genesys Softphone in your environment.

Environment Prerequisites

Supported Operating Systems

Windows 8 32-bit and 64-bit
Windows 7 32-bit and 64-bit

Other Prerequisites

To work with the 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:

Microsoft .NET Framework version 4.0 and later

Important

The Genesys Softphone does not automatically install the Microsoft .NET Framework. You must install it manually.

Microsoft.VC80.CRT:4053 "Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package ATL Security Update"
Microsoft.VC90.CRT:4148 "Microsoft Visual C++ 2008 Service Pack 1 Redistributable Package ATL Security Update"
Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package MFC Security Update
Visual C++ Redistributable for Visual Studio 2012 Update
Windows Media Player for ringtone playback.

Important

You must install the Windows Media Player on the desktop with the Genesys Softphone to play ringtones.

Installing the Genesys Softphone

To install the Genesys Softphone:

Double-click the setup.exe file that is located in the <Genesys Softphone Install Directory>\windows\ directory. The Genesys Installation Wizard displays the Welcome to the Installation window.
Click Next. The Choose Destination Location window appears.
Click Next to accept the default destination folder, or click Browse to select another destination location. The Ready to Install window appears.
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.
At the Installation Complete window, select Finish.

Installing the Genesys Softphone in Silent Mode

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

Update the genesys_silent.ini file, and add the path to the Genesys Softphone installation directory—for example, InstallPath=<Genesys Softphone Installation Directory>.
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 paramater 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 by apostrophes (') if the paramater contains white symbols.

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'".

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

Configuring the Genesys Softphone

The Genesys Softphone installation includes an example configuration file (<Genesys Softphone Installation Directory>/Genesys Softphone/GenesysSoftphone/SipEndpoint.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 broken into containers. Each container is split into domains that are, in turn, split into sections that hold the settings for a group of parameters. The following configuration file examples illustrate these settings:

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>

Genesys Container

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

<Container name ="Genesys">
    <settings version="1.0" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://www.genesyslab.com/sip">
      <domain name="policy">
        <section name="endpoint">
          <setting name="public_address" value=""/>
          <setting name="ip_versions" value="ipv4,ipv6"/>
          <setting name="include_os_version_in_user_agent_header" value="1"/>
          <setting name="sip_port_min" value="5000"/>
          <setting name="sip_port_max" value="6000"/>
          <setting name="rtp_port_min" value="1000"/>
          <setting name="rtp_port_max" value="2000"/>
          <!--
          setting "rtp_inactivity_timeout" valid values in seconds: 
          0 no inactivity detection the default value, 1-150sec inactivity timeout interval
          -->
          <setting name="rtp_inactivity_timeout" value="0"/>
          <!--
          setting for Voice Quality (VQ) report "vq_report_publish" valid values:
          0 VQ report is not published
          1 VQ report is published and the end of the call to the collector, see the setting: "vq_report_collector"
          -->
          <setting name="vq_report_publish" value="0"/>
          <!--
          setting for Voice Quality (VQ) report "vq_report_collector" valid values:
          NULL or Empty the VQ report is published to the proxy described in "Connectivity" section
          FQDN or IP address along with port and transport: "collector@SipServer.genesyslab.com:5060;transport=udp"
          -->
          <setting name="vq_report_collector" value="collector@SipServer.genesyslab.com:5060;transport=udp"/>
          
          <setting name="sip_transaction_timeout" value="4000"/>
          <!--
          setting "webrtc_audio_layer" valid values: 
          0 the audio layer is defined by environment variable "GCTI_AUDIO_LAYER"
          1 Wave audio layer is used, 2 Core audio layer is used
          -->
          <setting name="webrtc_audio_layer" value="2"/>
        </section>
        <section name="session">
          <setting name="agc_mode" value="1"/>
          <setting name="dtx_mode" value="1"/>
          <setting name="vad_level" value="1"/>
          <setting name="reject_session_when_headset_na" value="0"/>
          <setting name="sip_code_when_headset_na" value="480"/>
          <setting name="auto_answer" value="0"/>
          <!--
          setting "dtmf_method" valid values: 0=InbandRtp, 1=rfc2833, 2=Info
          -->
          <setting name="dtmf_method" value="InbandRtp"/>
          <!--
          settings "echo_control" and "noise_suppression" valid values: 0=OFF, 1=ON
          -->
          <setting name="echo_control" value="0"/>
          <setting name="noise_suppression" value="0"/>
          </section>
          <!-- 
          settings "ringing_timeout" valid values:
          Empty or 0 value the ringing duration is not limited (default value)
          Positive value the ringing duration is limited by timeout in seconds
          -->
          <setting name="ringing_timeout" value="0"/>
          <!--
          settings "ringing_enabled" valid values:
          0=event Ringing disabled
          Empty or 1=event Ringing enabled (default value)
          -->
          <setting name="ringing_enabled" value="1"/>
        </section>
        <section name="device">
          <!--
          The device priority depends on position in this section.
          The upper position the higher device priority.
          To disable a device it should be commented or removed from the file.
        -->
          <!-- Headset -->
          <setting name="use_headset" value="0"/>
          <setting name="headset_name" value="HeadsetName0"/>
          <setting name="headset_name" value="HeadsetName1"/>

          <!-- Mic -->
          <setting name="audio_in_device" value="MicName0"/>
          <setting name="audio_in_device" value="MicName1"/>

          <!-- Speaker -->
          <setting name="audio_out_device" value="Speaker0"/>
          <setting name="audio_out_device" value="Speaker1"/>
        </section>
      </domain>
      <domain name="codecs">
        <!--
          The codec priority depends on position in this domain.
          The upper position the higher codec priority.
          To desable a codec it should be commented or removed from the file.
          setting "payload_type" is Int, valid values: 96-127 for h264
          setting "fmtp" is String, valid values: RFC6184 for h264; RFC3555 for g729
        -->
        <section name="PCMU/8000">
          <setting name="payload_type" value="0"/>
        </section>
        <section name="PCMA/8000">
          <setting name="payload_type" value="8"/>
        </section>
        <section name="G722/16000">
          <setting name="payload_type" value="9"/>
        </section>
        <section name="iLBC/8000">
          <setting name="payload_type" value="102"/>
        </section>
        <section name="iSAC/32000">
          <setting name="payload_type" value="104"/>
        </section>
        <section name="iSAC/16000">
          <setting name="payload_type" value="103"/>
        </section>
        <section name="g729/8000">
          <setting name="payload_type" value="18"/>
          <setting name="fmtp" value="annexb=yes"/>
        </section>
        <section name="opus/48000/2">
          <setting name="payload_type" value="120"/>
        </section>
      </domain>
      <domain name="proxies">
      <section name="proxy0">
        <setting name="reg_timeout" value="1000"/>
        <setting name="reg_interval" value="3"/>
        <setting name="password" value="password"/>
        <setting name="display_name" value="Genesys0"/>
      </section>
      <section name="proxy1">
        <setting name="reg_timeout" value="1000"/>
        <setting name="reg_interval" value="3"/>
        <setting name="password" value="password"/>
        <setting name="display_name" value="Genesys1"/>
      </section>
    </domain>
      <domain name="system">
        <section name="diagnostics">
          <setting name="logger_type" value="file"/>
          <setting name="log_file" value="SipEndpoint.log"/>
          <setting name="enable_logging" value="1"/>
          <!-- The levels: 0="Fatal" 1="Error" 2="Warning" 3="Info" 4="Debug" -->
          <setting name="log_level" value="3"/>
          <!-- setting log_segmentaion value defines log file size in Mb default value=1 -->
          <setting name="log_segmentation" value="1"/>
          <!-- setting log_expiration value defines number of segmented log files default value=1 -->
          <setting name="log_expiration" value="2"/>
        </section>
        <section name="security">
          <setting name="cert_file" value="ValueOfCertificateThumbprint"/>
          <setting name="tls_enabled" value="0"/>
          <setting name="use_srtp" value="disabled"/>
        </section>
        <section name="media">
          <!-- 
          setting ringing_file valid values:
          Empty or ringing.mp3 string (default value)
          Ringing sound file name that presented in the current directory
          Full local path to the ringing sound file
          -->
          <setting name="ringing_file" value="ringing.mp3"/>
        </section>
      </domain>
    </settings>
  </Container>

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 Genesys Administrator Extension 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 call to the 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_enable option set to 1, the SIP Server make-call-alert-info option should be set to one of the specified values.

Deploying the Genesys Softphone

Environment Prerequisites

Supported Operating Systems

Other Prerequisites

Installing the Genesys Softphone

Installing the Genesys Softphone in Silent Mode

Configuring the Genesys Softphone

Basic Container

Genesys Container

Configuring the Agent's DN

Configuring SIP Server

Suppressing the Ringtone

Contact

Genesys

Customer Care

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