Deploying Genesys Softphone

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This topic is part of the manual Genesys Softphone Administrator's Guide for version Current of Genesys Softphone.

How to deploy and configure the Genesys Softphone in your environment, including both standard and Virtual Desktop Infrastructure (VDI) installations.

Related documentation:
Important
You should receive access to the Genesys Softphone download when you purchase Softphone. Contact your Genesys representative if you did not receive access to the installation package.

Environment prerequisites

Ensure that your environment meets the prerequisites described in this section.

Supported operating systems

Refer to the Genesys Softphone and the Virtualization Platform Support topics in the Genesys Supported Operating Environment Reference Manual for a list of the latest supported operating systems.

Prerequisites for a full deployment of Genesys Softphone on a physical workstation

To work with Genesys Softphone, you must ensure that your system meets the software requirements established in the Genesys Supported Operating Environment Reference Manual, ad meeting the following minimum software requirements:

  • Visual C++ Redistributable Packages for Visual Studio 2013:
    • The 32-bit version of the redistributable is installed by Genesys Softphone 32-bit installer.
    • The 64-bit version of the redistributable is not installed by the Genesys Softphone 64-bit installer, so you must install vcredist64.exe from the above link when the 64-bit version of Genesys Softphone is installed.
  • .NET Framework 4.0 or higher: This is used at installation time only when the Administrator installs Genesys Softphone with HTTPS connector based on a self-signed certificate.
  • QoS requirement for voice, either one-to-one or on a conference connection capability, require the following:
    • ≤ 150 ms of one-way latency from mouth to ear (per the ITU G.114 standard)
    • ≤ 30 ms jitter
    • ≤ 1 percent packet loss
    • 17 to 106 kbps of guaranteed priority bandwidth per call (depending on the sampling rate, codec, and Layer 2 overhead)
    • 150 bps (plus Layer 2 overhead) per phone of guaranteed bandwidth for voice control traffic
    Important
    QoS policies are managed by the operating system. To configure a QoS policy in Windows, refer to Quality of Service (QoS) Policy in the Microsoft documentation.
  • A headset or other microphone and speaker audio device that is supported by Windows OS installed on the workstation.

Prerequisites for deployment in a VDI environment

To work with Genesys Softphone in a VDI environment, 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:

  1. On the workstation running the VDI client:
    • For Citrix Workspace (formerly Citrix Receiver) for Windows:
    • For VMWare Horizon on Windows, the 64-bit version of Visual C++ Redistributable Packages for Visual Studio 2013 is required but is not installed by the Genesys Softphone VDI Adapter installer. Install vcredist64.exe from the link location.
    • Quality of service (QoS) for voice, either one-to-one or on a conference connection capability, requires the following:
      • ≤ 150 ms of one-way latency from mouth to ear (per the ITU G.114 standard)
      • ≤ 30 ms jitter
      • ≤ 1 percent packet loss
      • 17 to 106 kbps of guaranteed priority bandwidth per call (depending on the sampling rate, codec, and Layer 2 overhead)
      • 150 bps (plus Layer 2 overhead) per phone of guaranteed bandwidth for voice control traffic
      Important
      QoS policies are managed by the operating system. To configure a QoS policy, refer to the documentation for your platform.
    • A headset or other microphone and speaker audio device that is supported by the OS installed on either the client or the host.
  2. On the workstation used to build deployments for running eLux systems:
    • Virtual Driver for Citrix shared object.
    • libgsecurity module.
    • Scout Enterprise ELIAS tool.
    • Windows workstation from which to run the Genesys Softphone VDI Adapter executable.
  3. On the workstation used to build deployments for HP ThinPro systems:
    • The packaging tool recommended by your HP vendor.
  4. On the VDI environment (Citrix Virtual Application/Desktop or VMWare Horizon server) that runs the application layer of the Genesys Softphone runtime:
    • Visual C++ Redistributable Packages for Visual Studio 2013):
      • The 32-bit version of the redistributable is installed by Genesys Softphone 32-bit installer.
      • The 64-bit version of the redistributable is not installed by the Genesys Softphone 64-bit installer, so you must install vcredist64.exe from the above link when the 64-bit version of Genesys Softphone is installed.
    • .NET Framework 4.0 or higher: This framework is used only when the administrator installs Genesys Softphone with an HTTPS connector based on a self-signed certificate.
Important
To use Workspace Web Edition and Genesys Screen Recording Service with Genesys Softphone in a VDI environment such as Citrix XenApp, you must configure the screen-recording-client-address option to point to the SRS Loopback address.

Installing Genesys Softphone for Windows

(For information on installing Genesys Softphone in a VDI environment sees Installing the Genesys Softphone VDI Adapter)

Tip

Beginning with Genesys Softphone 9.0.020.08, multiple installation packages are available from the download center, 32-bit and 64-bit. Ensure that you download the correct package for your environment.


To install Genesys Softphone, follow these steps:

  1. Download the Genesys Softphone installation package.
  2. Double-click the setup.exe file that is located in the <Genesys Softphone Install Package Directory>\windows\ directory to open the Genesys Installation Wizard.
  3. In the Welcome to the Installation window, click Next.
  4. In the Choose Destination Location window, click Next to accept the default destination folder, or click Browse to select another destination location.
  5. In the Deployment Type window, click Standard or VDI: Citrix or VMware Horizon (for Virtualization deployments only), and then click Next.
  6. In the Startup and Secure Connection options window, you may choose one or more of the following options, and then click Next:
    • Auto Startup: Specifies that Genesys Softphone launches when Windows starts up. This means that agents do not have to manually launch Genesys Softphone before they launch Agent Workspace.
    • Enable Dynamic Configuration Connector: Specifies that Agent Workspace is allowed to dynamically configure Genesys Softphone when it is launched.

      If you choose the Enable Dynamic Configuration Connector option, the Dynamic Configuration Connector Parameters window is displayed.

      1. Specify the Connector Port for Genesys Softphone. This port must be compliant with the value specified by the sipendpoint.uri option.
      2. Enable HTTPS secure connections (optional). If you choose a secure connection, you must choose the type of security certificate that you use:
        • Self-signed Certificate: In this mode, the IP creates a self-signed certificate, installs it in the Personal Certificate section of the workstation where setup.exe is executed and also installs it as a root certificate authority at Machine level in the workstation where setup.exe is executed.
        • Certificate Authorities from the Windows Certificate Store
        Important
        To properly install the self-signed certificate, .NET Framework 4.0 or higher is mandatory.
  7. In the Ready to Install window, select Install. The wizard installs Genesys Softphone and all associated files in the selected directory and displays the Installation Status window. The installation might take several minutes.
  8. In the Installation Complete window, select Finish.
Important
For more information about Genesys Softphone deployment for Agent Workspace, see Single sign on with Agent Workspace.

Installing Genesys Softphone in Silent mode for Windows

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

  1. Update the genesys_silent.ini file by making the following modifications:
    • Add the path to the Genesys Softphone directory. For example, InstallPath=C:\GCTI\Genesys Softphone.
    • Specify if Genesys Softphone is a physical workstation ("Std") or on a desktop/application virtualization environment (Citrix or VMWare Horizon) ("Citrix") by using the DeploymentType=<Std or Citrix> parameter.
    • Specify whether Genesys Softphone starts automatically when Windows starts up by using the Startup=<Std or Auto> parameter.
    • Specify whether Agent Workspace can dynamically modify the Genesys Softphone configuration by using the Connector=<Disable or Enable> parameter.
    • If you are deploying Softphone for Agent Workspace dynamic configuration:
      • If the Connector is enabled, specify the Connector Port by using the ConnectorPort=<port number> parameter.
      • Specify whether the connector uses HTTPS secure connection by using the HTTPS=<NotUsed or Used> parameter.
      • If you are using a secure connection, specify the certificate type to be used by using the CertificateType=<SelfSigned or WindowsStore> parameter.
      • If you assign the value WindowsStore to the CertificateType option, specify the certificate thumbprint by using the CertThumbPrint=<certificate thumbprint> parameter.
    • If you are upgrading Genesys Softphone, specify:
      • IPVersion= <current version of Genesys Softphone on this box (before upgrade)>
      • IPBuildNumber= <current build number of Genesys Softphone on this box (before upgrade)>
  2. 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 parameter 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 in apostrophes (') if the parameter contains white space characters.

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

Installing the Genesys Softphone VDI Adapter (Windows)

If you installed Genesys Softphone in a VDI environment, you must install the Genesys Softphone VDI Adapter on each workstation by following these steps:

  1. Double-click the setup.exe file that is located in the <Genesys Softphone VDI Adapter Install Package Directory>\windows\ directory to open the Genesys Installation Wizard.
  2. In the Welcome to the Installation window, click Next.
  3. In the Select Operating System window, select the option that is appropriate for your environment. For Citrix environments, select Citrix support on Windows. For VMware Horizon environments, select VMware Horizon support on Windows. Click Next.
  4. If the Choose Destination Location window is presented (if installing on VMware Horizon), click Next to accept the default destination folder, or click Browse to select another destination location.
  5. In the Ready to Install window, select Install. The wizard installs Genesys Softphone VDI Adapter and displays the Installation Status window.
  6. In the Installation Complete window, select Finish.

Installing the Genesys Softphone VDI Adapter (eLux)

If you installed Genesys Softphone in a VDI environment, you must install the Genesys Softphone VDI Adapter on each eLux workstation by following these steps:

  1. Double-click the setup.exe file located in the <Genesys Softphone VDI Adapter Install Package Directory>\windows\ directory to open the Genesys Installation Wizard.
  2. In the Welcome to the Installation window, click Next.
  3. In the Select Operating System window, select eLux, specify the destination to install the installation package, and click Next.
  4. In the Ready to Install window, select Install. The wizard installs Genesys Softphone VDI Adapter and displays the Installation Status window.
  5. In the Installation Complete window, select Finish.
    The installation package installs the following items:
    • a Virtual Driver for Citrix shared object
    • a libgsecurity module
    • a startup script to update the Citrix module.ini config file.
    These files are packaged into an EPM/FPM pair, each with a separate signature file with four files for the VD package and three files with certificates used for signing:
    • genesys_vd-<ip-version>.UC_RP5-1.0.fpm
    • genesysvd-<ip-version>.UC_RP5-1.0.epm
    • genesys_vd-<ip-version>.UC_RP5-1.0.fpm.sig
    • genesysvd-<ip-version>.UC_RP5-1.0.epm.sig

    • 0-VeriSign-RootCA.cer: VeriSign Universal Root Certification Authority
    • 1-Symantec-intermediate.cer: Symantec Class 3 SHA256 Code Signing CA
    • 2-Genesys-codesign.cer: Genesys certificate used for signing packages
  6. Import the package files to the existing container and add them to the client image using the Unicon Scout Enterprise ELIAS tool:
    1. Using the Security / Manage certificates menu option, import the certificates as trusted.
    2. If the client is configured with signature check, the VeriSign Root CA certificate must be installed on each client in the /setup/cacerts folder.
    3. To add packages to the container, in ELIAS select the Container / Import Package menu option, and then select the files with the .epm extension.
    4. To update the image definition file (IDF), open it in ELIAS, then add the new package by selecting Genesys VD for Citrix, <ip-version> in the right pane and press the <== button.
    5. Update the client workstation using the Scout Enterprise Console and perform these steps:
      • Check the firmware configuration of the relevant Thin Clients by selecting Device configuration and then choosing Firmware.
      • Update the device by selecting the Commands / Update option to initiate the update and force a device restart.

Installing the Genesys Softphone VDI Adapter (HP ThinPro)

If you installed Genesys Softphone in a VDI environment, you must install the Genesys Softphone plugin for VMWare Horizon Client on each HP ThinPro workstation by following these steps:

  1. To open the Genesys Installation Wizard, double-click the setup.exe file located in the <Genesys Softphone VDI Adapter Install Package Directory>\windows\ directory.
  2. In the Welcome to the Installation window, click Next.
  3. In the Select Operating System window, select HP ThinPro, specify the destination to install the installation package, and click Next.
  4. In the Ready to Install window, select Install. The wizard installs Genesys Softphone VDI Adapter and displays the Installation Status window.
  5. In the Installation Complete window, select Finish.
    The installation package installs the following the Genesys Softphone plugin for VMWare Horizon Client.
    This file is packaged into a DEB file:
    • vdhgenesys_<ip-version>_amd64.deb
  6. Deploy the Genesys Softphone plugin for VMWare Horizon Client on ThinPro host:
    • Manual deployment:
      1. Copy the client-side package to any convenient location accessible by wget or scp.
      2. From the main menu, switch to Administrator on the ThinPro host.
      3. To copy the client-side package on ThinPro host, start Xterm.
      4. To install the client-side package, run the following commands:
        fsunlock
        dpkg -i vdhgenesys_<ip-version>_amd64.deb
        fslock
    • Bulk deployment:
      Use the packaging tools and procedures provided by HP to build a new ThinPro OS package that contains the Genesys Softphone VDI Adapter Debian package, then distribute it to the HP ThinPro hardware boxes.

Installing the Genesys Softphone VDI Adapter in Silent mode

To install Genesys Softphone VDI Adapter in Silent mode, use the Installation Wizard Silent arguments as follows:

  1. Update the genesys_silent.ini file by making the following modifications:
    • Specify if Genesys Softphone VDI Adapter should be installed for Windows (Citrix) ("citrix_windows"), Windows (VMware Horizon) ("vmware_horizon") or eLux5 ("citrix_elux_5") by using the DeploymentType parameter. For example, DeploymentType=citrix_windows.
    • If installing on VMware Horizon, you can choose to install to a specific location by specifying the path with the InstallPath parameter. For example, InstallPath=C:\GCTI\Genesys SoftphoneVDIAdapter.
    • If installing on eLux5, add the path to the Genesys Softphone VDI Adapter directory using the InstallPath parameter. For example, InstallPath=C:\GCTI\Genesys SoftphoneVDIAdapter.
  2. If you are upgrading Genesys Softphone VDI Adpater, specify:
    • IPVersion= <current version of Genesys Softphone VDI Adapter on this box (before upgrade)>
    • IPBuildNumber= <current build number of Genesys Softphone VDI Adapter on this box (before upgrade)>
  3. 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 parameter 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 in apostrophes (') if the parameter contains white space characters.

    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:\9.0.007.03\windows\b1\ip\genesys_silent.ini' -sl 'C:\GSP\silent_setup.log'".
  4. After executing this command, verify that Genesys Softphone VDI Adpater is installed in the expected directory, and that the silent_setup.log file has been created in the C:\GSP\ directory.

Installing Genesys Softphone for macOS

To install the Genesys Softphone for macOS:

  1. Download the Genesys Softphone installation package.
  2. Open a Terminal session. From the <IPversion>/mac/bX/ip directory path, run the install.sh script using administrator privileges:
    sudo ./install.sh
    Important
    If the installation fails due to insufficient macOS user privileges (for example, you receive an error message due to "unidentified developers"), you can perform the following workaround:
    • Open a Terminal session and run the following command: sudo spctl --master-disable. This allows applications from unidentified developers to be opened.
    • Execute the Genesys Softphone installation script.
    • When the installation is complete, run the command sudo spctl --master-enable to revert the system back to the default privilege settings.
  3. At the Launch Genesys Softphone on MacOS startup prompt, enter y to enable Softphone to run automatically when the agent is opening the OS session or n for Softphone to be started manually by agent.
  4. At the Enable connector to allow dynamic configuration by Workspace Web Edition prompt, enter n to select standalone mode or y to enable the connector.
    • If you are upgrading Genesys Softphone in standalone mode, you can then enter n to overwrite the existing configuration file (Softphone.config) or y to continue using the existing configuration file.
    • If you choose to enable the connector, confirm the default connector port number (8000), or enter the port number you want to use. You can then enter y to enable a secure connection (HTTPS) or n to use a non-secure connection (HTTP).
  5. Enter y to accept the destination directory for the installation and continue.
  6. After the installation process completes, the script displays messages to confirm the following:
    • The Tuning file attributes are automatically tuned.
    • If you enabled the connector with a secure connection (HTTPS), the RSA private key certificate is automatically created and installed.

You can launch Genesys Softphone from the Applications folder:

Launch Genesys Softphone by clicking its icon in the Applications folder.

Installing Genesys Softphone in Silent mode for macOS

To install the Genesys Softphone in Silent mode:

  1. Update the genesys_silent.ini file by making the following modifications:
    • Add the absolute path to the Genesys Softphone directory. For example, InstallPath=/Applications/Genesys Softphone.app.
    • Specify whether Genesys Softphone starts automatically when MacOS starts by setting the AutoStart=<yes or no> parameter.
    • Specify whether Workspace Web Edition can dynamically modify the Genesys Softphone configuration by setting the EnableConnector=<yes or no> parameter.
    • If you are deploying Genesys Softphone for Workspace Web Edition dynamic configuration:
      • If the Connector is enabled, specify the Connector Port by setting the ConnectorPort=<port number> parameter.
      • Specify whether the connector uses HTTPS secure connection by setting the SecuredCommunication=<yes or no> parameter.
    • Specify whether to keep the existing configuration file during upgrades by setting the PreserveConfigFile=<yes or no> parameter. If you enter no for this value, the configuration file is overwritten during the upgrade. (This parameter is ignored if the Connector is enabled.)
  2. Enter the following command using administrator privileges:
    sudo ./install.sh -s -fr /<IPpath>/<IPversion>/mac/bX/ip/genesys_silent.ini -fl /<IPpath>/<IPversion>/mac/bX/ip/genesys_install_result.log
  3. where

  • <IPpath> is the path to the installation package.
  • <IPversion> is the version of the installation package version you are installing. For example, 9.0.014.12.

Configuring Genesys Softphone

Genesys Softphone installation includes a configuration file (<Genesys Softphone Directory>/Softphone.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 organized into containers. Each container is divided into domains that are further divided into sections that hold the settings for a group of parameters. The following configuration file examples describe the settings in each container:

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>
Important
If Single sign on is used with Agent Workspace, these parameters in configuration file are not taken in account.

Genesys container

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

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 DNs in the Agent Setup documentation.

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 calls to 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_enabled option set to 1, the SIP Server make-call-alert-info option should be set to one of the values specified above.