Difference between revisions of "PEC-GS/HIW"

Latest revision as of 19:20, July 28, 2022

Genesys Softphone is a standalone SIP endpoint installable. That means it takes on the role of Session Initiation Protocol (SIP) Endpoint, the target of a SIP call, and call control. With Genesys Softphone, agents can make and receive calls from their workstation instead of through a hard phone.

What Genesys Softphone does[edit source]

Genesys Softphone is a standalone SIP endpoint. It supports different dialing modes, third-party call control, SSO, a variety of voice codecs, and WebRTC. It can be deployed in either standalone or Virtual Desktop Infrastructure (VDI) environments. It runs in either Connector Mode, where it is controlled by another application, such as Genesys Agent Workspace, or Standalone Mode, where it acts as a soft phone and includes call controls.

How Genesys Softphone works[edit source]

You can deploy and configure Genesys Softphone in a variety of ways to suit your softphone needs:

Workstation
VDI environment
Connector mode
Standalone mode

Installing on a workstation

Platform Administration

Players: Administrators

Actions: The following steps are performed on agent workstations whether in a VDI environment or not:

Install the Genesys Softphone redistributable on agent workstations
Configure the Genesys Softphone
Configure the Agent's DN to enbable SIP CTI control
Configure SIP Server to work with Genesys Softphone
Set up single sign-on (optional)

Installing Genesys Softphone

Using Genesys Softphone

Players: Supervisors Agents

Actions: Agents and supervisors can make calls from their workstation using the Agent Workspace Workstation to handle call connectivity.

Agent Workspace (v9)

@@ Line 3: / Line 3: @@
 |Standalone=Yes
 |DisplayName=How Genesys Softphone works
-|Application=Agent Desktop, Platform Administration
+|Application=Agent Workspace, Platform Administration
 |Role=Administrator
 |TocName=How Genesys Softphone works
@@ Line 11: / Line 11: @@
 |featurename=Genesys Softphone
 |ShortDescription=Genesys Softphone is a standalone SIP endpoint. It can be deployed in either standalone or Virtual Desktop Infrastructure (VDI) environments to enable call control from an agent's workstation.
-|overviewtext=Genesys Softphone is a standalone SIP endpoint. It supports different dialing modes, third-party call control, SSO, a variety of voice codecs, and WebRTC. It can be deployed in either standalone or Virtual Desktop Infrastructure (VDI) environments. It runs in either Connector Mode, where it is controlled by another application, such as Genesys Agent Desktop, or Standalone Mode, where it acts as a soft phone and includes call controls.
+|overviewtext=Genesys Softphone is a standalone SIP endpoint. It supports different dialing modes, third-party call control, SSO, a variety of voice codecs, and WebRTC. It can be deployed in either standalone or Virtual Desktop Infrastructure (VDI) environments. It runs in either Connector Mode, where it is controlled by another application, such as Genesys Agent Workspace, or Standalone Mode, where it acts as a soft phone and includes call controls.
 |featureoverview=You can deploy and configure Genesys Softphone in a variety of ways to suit your softphone needs:
@@ Line 33: / Line 33: @@
 }}{{FeatureSection
 |featureheading=Using Genesys Softphone
-|relatedapps=Agent Desktop
+|relatedapps=Agent Workspace
 |users=Supervisors Agents
 |anchor=
-|description=Agents and supervisors can make calls from their workstation using the Agent Desktop Workstation to handle call connectivity.
+|description=Agents and supervisors can make calls from their workstation using the Agent Workspace Workstation to handle call connectivity.
 |relatedarticles={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD}}
 }}
 |HIWSection=
 }}