PEC-AS/Current/ManageCC/Genesys Softphone - Revision history

WikiSysop at 10:30, June 19, 2024

2024-06-19T10:30:26Z

Monique.gionet@genesys.com: Published

2021-03-04T15:37:24Z

Published

Monique.gionet@genesys.com: Published

2020-12-18T18:26:33Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:46Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:19Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T17:32:44Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Genesys Softphone
|TocName=Genesys Softphone
|Context=Control the behavior of Genesys Softphone in your environment.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Setup
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=ASSoftphone2.png
|structuredtext=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 <tt>0</tt> disables the alarms. The recommended threshold value is <tt>3.5</tt>.
*'''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'.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 30: / Line 30: @@
 *'''Can change speaker volume''' allows an agent to change speaker volume. Depends on 'Voice - Can Use Voice Channel' and {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Channels_options|display text='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 mute speaker''' allows the agent to mute and unmute their speaker. 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:

@@ Line 23: / Line 23: @@
 *'''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 &mdash; a measure of reported network quality ratings) threshold for generating Voice Quality Alarms. The value <tt>0</tt> disables the alarms. The recommended threshold value is <tt>3.5</tt>.
+|structuredtextwide=*'''Voice Quality Alarm Threshold''' specifies the mean opinion score (MOS &mdash; a measure of reported network quality ratings) threshold for generating Voice Quality Alarms. The value <code>0</code> disables the alarms. The recommended threshold value is <code>3.5</code>.
 *'''URI''' specifies the URI of the SIP endpoint.
-*'''Use Headset''' enables the use of a headset for voice calls. Valid values for this field are <tt>0</tt> - ''disable headset''; <tt>1</tt> - ''enable headset''.
+*'''Use Headset''' enables the use of a headset for voice calls. Valid values for this field are <code>0</code> - ''disable headset''; <code>1</code> - ''enable headset''.
 *'''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 Use WebRTC''' enables WebRTC in Workspace. Depends on {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Channels_options|display text='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 change speaker volume''' allows an agent to change speaker volume. Depends on 'Voice - Can Use Voice Channel' and {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Channels_options|display text='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'.

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Agent Setup
 |Section={{Section
-|sectionHeading=
+|alignment=Vertical
-|anchor=
+|structuredtext={{NoteFormat|Some features described here may not apply to your organization’s setup. If you need features that aren’t available to you, contact your administrator or Genesys representative.}}
 |alignment=Horizontal
 |Media=Image
-|image=ASSoftphone2.png
+|image=GenesysSoftphone_GAPI-23465.png
 |structuredtext=In the '''Genesys Softphone''' section of the '''Contact Center Settings''' page, you can enable the following options:
@@ Line 24: / Line 25: @@
 *'''Voice Quality Alarm Threshold''' specifies the mean opinion score (MOS &mdash; a measure of reported network quality ratings) threshold for generating Voice Quality Alarms. The value <tt>0</tt> disables the alarms. The recommended threshold value is <tt>3.5</tt>.
 *'''URI''' specifies the URI of the SIP endpoint.
-*'''Use Headset''' enables the use of a headset for voice calls.
+*'''Use Headset''' enables the use of a headset for voice calls. Valid values for this field are <tt>0</tt> - ''disable headset''; <tt>1</tt> - ''enable headset''.
 *'''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'.
@@ Line 35: / Line 36: @@
 **'''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'.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Control the behavior of Genesys Softphone in your environment.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

PEC-AS/Current/ManageCC/Genesys Softphone - Revision history

WikiSysop at 10:30, June 19, 2024

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"