PEC-GS/Current/Administrator/SPSSO - Revision history

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:36Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:51Z

Bmarshall: Published

2020-09-24T13:23:12Z

Published

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

2020-07-25T02:32:50Z

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

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

2020-07-15T11:46:07Z

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

Bgrenon: Published

2020-06-08T14:31:55Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Single sign on with Agent Desktop
|TocName=Single sign on with Agent Desktop
|Context=How to configure Genesys Softphone for single sign-on with Workspace Agent Desktop.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Genesys Softphone includes an HTTP/HTTPS connector to simplify using Genesys Softphone with Agent Desktop:

*Single sign-on—Agent Desktop controls the SIP settings for Softphone based on explicit Agent Desktop centralized options and agent login credentials (Place and DN).
*Simplified deployment—each agent workstation runs the same application and configuration files, avoiding workstation specific configuration.
*Password authentication—Agent Desktop passes the DN password as one of the parameters through the Genesys Softphone connector to allow the Softphone to securely login to SIP Server and avoid the need for MPLS.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configuring Softphone for Agent Desktop
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext='''Softphone.config''' configuration file contains a '''connector''' section in the '''policy''' domain:
<source lang="xml">
<Container name ="Genesys">
...
<domain name="policy">
...
<section name="connector">


<setting name="protocol" value="https"/>


<setting name="port" value="8000"/>


<setting name="enable_sessionid" value="1"/>


<setting name="certificate_search_value" value="55 20 C3 64 79 ED 13 87 FB C3 6C 99 54 D2 6C AC 11 61 BE CE"/>


<setting name="standalone" value="1"/>

</section>
...
</domain>
...
</Container>
</source>

{{NoteFormat|You can enable Agent Desktop options for Softphone through {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Genesys_Softphone|display text=Agent Setup}}.}}
===Codec priority===
Use the '''enabled''' section of the '''codecs''' domain in the '''Softphone.config''' configuration file to specify the order in which audio codecs are given priority.

{{NoteFormat|For more details, refer to [https://docs.genesys.com/Documentation/SESDK/9.0.0NET/Developer/ConfiguringforNET#Working_with_Codec_Priorities Working with Codec Priorities] in the ''SIP Endpoint SDK Developer's Guide 9.0.0NET''.|2}}
For example:

<source lang="xml">

<domain name="codecs">
<section name="enabled">
<setting name="audio" value="opus,pcmu,pcma,G722,iSAC/16000,G729"/>
</section>
<section name="PCMU/8000"/>
<section name="PCMA/8000"/>
<section name="G722/16000"/>
</source>

{{NoteFormat|
Any codec that is not explicitly included in the '''enabled''' section will not be used, even if the section for that codec is present in the configuration file.
|3}}

To use the Genesys SIP Endpoint SDK 9.0 '''enabled''' section of the '''codecs''' domain, follow these guidelines:

*Codec names are ''case-insensitive''. You can omit the clock rate portion of the section name unless needed to discriminate between two sections with the same name. The clock rate portion must be provided for '''iSAC'''.
*Specify codec parameters as a comma-separated list in parenthesis after an equals sign. You can use abbreviations such as "pt" for "payload_type".
*If there are codec conflicts, the value in the '''enabled''' section takes precedence over value in corresponding codec section, regardless of whether those values come from the configuration file. For example:

<source lang="xml">

<setting name="audio" value="g729=(fmtp='annexb=no'),opus=(pt=125),pcmu,pcma"/>
<setting name="video" value="h264=(pt=120,fmtp='profile-level-id=420028')"/>

</source>

*If codec parameters are specified in-line (or a particular codec does not require any parameters, such as the PCMU and PCMA codecs), then a separate codec section is not necessary. In any case, codecs specified in the "enabled" section do not require presence of corresponding section to take effect.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Signing on with Agent Desktop
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Before starting Agent Desktop, agents need to have Softphone running. Administrators can specify that Softphone starts automatically when the Windows user logs in or agents can startup Softphone.
===User interface and call controls===
When using Softphone with Agent Desktop, Softphone disables its default user interface. Instead, agents can use the Agent Desktop user interface for call controls, mute, and volume control. For information on the Agent Desktop user interface, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Agent Desktop Help}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Single sign on with Agent Desktop
+|DisplayName=Single sign on with Agent Workspace
-|TocName=Single sign on with Agent Desktop
+|TocName=Single sign on with Agent Workspace
 |Context=How to configure Genesys Softphone for single sign-on with Agent Workspace.
 |ComingSoon=No
@@ Line 9: / Line 9: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=Genesys Softphone includes an HTTP/HTTPS connector to simplify using Genesys Softphone with Agent Desktop:
+|structuredtext=Genesys Softphone includes an HTTP/HTTPS connector to simplify using Genesys Softphone with Agent Workspace:
-*Single sign-on—Agent Desktop controls the SIP settings for Softphone based on explicit Agent Desktop centralized options and agent login credentials (Place and DN).
+*Single sign-on—Agent Workspace controls the SIP settings for Softphone based on explicit Agent Workspace centralized options and agent login credentials (Place and DN).
 *Simplified deployment—each agent workstation runs the same application and configuration files, avoiding workstation specific configuration.
-*Password authentication—Agent Desktop passes the DN password as one of the parameters through the Genesys Softphone connector to allow the Softphone to securely login to SIP Server and avoid the need for MPLS.
+*Password authentication—Agent Workspace passes the DN password as one of the parameters through the Genesys Softphone connector to allow the Softphone to securely login to SIP Server and avoid the need for MPLS.
 |Status=No
 }}{{Section
-|sectionHeading=Configuring Softphone for Agent Desktop
+|sectionHeading=Configuring Softphone for Agent Workspace
 |alignment=Vertical
 |structuredtext='''Softphone.config''' configuration file contains a '''connector''' section in the '''policy''' domain:
@@ Line 52: / Line 52: @@
 </source>
-{{NoteFormat|You can enable Agent Desktop options for Softphone through {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Genesys_Softphone|display text=Agent Setup}}.}}
+{{NoteFormat|You can enable Agent Workspace options for Softphone through {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Genesys_Softphone|display text=Agent Setup}}.}}
 ===Codec priority===
 Use the '''enabled''' section of the '''codecs''' domain in the '''Softphone.config''' configuration file to specify the order in which audio codecs are given priority.
@@ Line 90: / Line 90: @@
 |Status=No
 }}{{Section
-|sectionHeading=Signing on with Agent Desktop
+|sectionHeading=Signing on with Agent Workspace
 |alignment=Vertical
-|structuredtext=Before starting Agent Desktop, agents need to have Softphone running. Administrators can specify that Softphone starts automatically when the Windows user logs in or agents can startup Softphone.
+|structuredtext=Before starting Agent Workspace, agents need to have Softphone running. Administrators can specify that Softphone starts automatically when the Windows user logs in or agents can startup Softphone.
 ===User interface and call controls===
-When using  Softphone with Agent Desktop, Softphone disables its default user interface. Instead, agents can use the Agent Desktop user interface for call controls, mute, and volume control. For information on the Agent Desktop user interface, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Agent Desktop Help}}.{{NoteFormat|In this mode, Genesys Softphone does not prevent the Agent Desktop application from claiming WCAG 2.1 levels A and AA when it supports this standard for its own UI.|}}
+When using  Softphone with Agent Workspace, Softphone disables its default user interface. Instead, agents can use the Agent Workspace user interface for call controls, mute, and volume control. For information on the Agent Workspace user interface, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Agent Workspace Help}}.{{NoteFormat|In this mode, Genesys Softphone does not prevent the Agent Workspace application from claiming WCAG 2.1 levels A and AA when it supports this standard for its own UI.|}}
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=How to configure Genesys Softphone for single sign-on with Workspace Agent Desktop.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Prereq=

PEC-GS/Current/Administrator/SPSSO - Revision history

WikiSysop at 19:20, July 28, 2022

WikiSysop at 18:49, July 28, 2022

Bmarshall: Published

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

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

Bgrenon: Published

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

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