Genesys Softphone

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This topic is part of the manual Manage your Contact Center in Agent Setup for version Current of Agent Setup.

Control the behavior of Genesys Softphone in your environment.

1

In the Genesys Softphone section of the Contact Center Settings page, you can enable the following options:

  • Usage of Genesys Softphone enables the use of Genesys Softphone.
  • Can change microphone volume allows the agent to control the volume of their microphone.
  • Can change speaker volume allows the agent to control the volume of their speaker.
  • Can mute microphone allows the agent to mute and unmute their microphone.
  • Can mute speaker allows the agent to mute and unmute their speaker.
  • Voice Quality Alarm Threshold specifies the mean opinion score (MOS — a measure of reported network quality ratings) threshold for generating Voice Quality Alarms. The value 0 disables the alarms. The recommended threshold value is 3.5.
  • URI specifies the URI of the SIP endpoint.
  • Use Headset enables the use of a headset for voice calls.
  • Headset name specifies the name of the headset model if Use Headset is enabled.
  • Can Use WebRTC enables WebRTC in Workspace. Depends on 'Voice - Can Use Voice Channel'.
  • Can change speaker volume allows an agent to change speaker volume. Depends on 'Voice - Can Use Voice Channel' and 'WebRTC - Can Use WebRTC'.
  • Can mute microphone allows an agent to mute and unmute the microphone. Depends on 'Voice - Can Use Voice Channel' and 'WebRTC - Can Use WebRTC'.
  • Can mute speaker specifies if DTMF is available for WebRTC calls. Depends on 'Voice - Can Use Voice Channel' and 'WebRTC - Can Use WebRTC'.
  • Can send DTMF specifies if DTMF is available for WebRTC calls. Depends on 'Voice - Can Use Voice Channel' and 'WebRTC - Can Use WebRTC'.
  • Quality request interval specifies the voice channel ringing sound-configuration string. It consist of three options:
    • WebRTC Ringtone Type sets WebRTC call ringing sound. Depends on 'Voice - Can Use Voice Channel' and 'WebRTC - Can Use WebRTC'.
    • WebRTC Ringtone Priority sets WebRTC call ringing priority between different channels. Depends on 'Voice - Can Use Voice Channel' and 'WebRTC - Can Use WebRTC'.
    • WebRTC Ringtone Duration sets WebRTC call ringing duration. Depends on 'Voice - Can Use Voice Channel' and 'WebRTC - Can Use WebRTC'.