Hi Monique,
Here's my perspective as a Genesys Project Manager. I have implemented the Genesys SIP Softphone for multiple customers in North America where it has worked well.
Regarding your crashing problem, the modification that we make to avoid conflicts with other Desktop applications is to set the software's connector port to something other than the default of 8000 so it's not vying for the same audio resources. I can't say whether that will fix the Cisco issue but it's what works for us.
The Genesys SIP Softphone integrates with Workspace Web Edition (WWE)/Agent Desktop and the Softphone is essentially hidden as you manage your calls through the Agent Desktop only; the users would just need a USB headset. The installation is simple and includes options for both a manual installation or a silent installation that can be deployed using SCCM. There is no additional configuration needed at the desktop level as the Softphone uses a Dynamic Connector that will get all its configuration information from Engage Cloud as the agent logs in.
We've deployed Softphone for a number of customers who currently use it over VPN. The concern/challenge is the user's local internet connection to the customer's data center as there is no way to control internet bandwidth, congestion, latency, etc. and a VPN is just making a tunnel through that connection so if it's great internet then it works well but poor internet means you'll have audio issues.
There are several tasks that must be accomplished to integrate the Genesys SIP Softphone into your solution: Network/Telecom Onboarding, CME/GAX/Platform Admin configurations, Agent Setup updates, etc. If you have additional questions or you'd like to move forward and you currently have a Project Manager you're working with, start the conversation with them; if not, engage your Account Executive, Solution Consultant, or Genesys Advisor/CSM.
Thank you for being a Genesys customer! Stay safe.
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Paul Rapoza
Genesys - Employees
Professional Services Project Manager
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Original Message:
Sent: 04-30-2020 11:13
From: Monique Morel-Peseski
Subject: Advice for using Soft Phone
Hi all
We are using hard phones, but have managed to utilize Cisco soft phone for our remote agents. We're finding it often crashes (suspect conflict with USB headset and MS Teams all trying to use the same audio)
We're wondering if using the Genesys soft phone would be a better choice? Here are my questions:
- Do you use the Genesys soft phone?
- What are the challenges using it?
eg: How is it over VPN? Qos issues?
- Was it difficult to setup?
Any tricks or hacks for deploying via SCCM?
Anything else I should know?
Thanks all for any insights
Monique
#SIP/VolP
#Telephony
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Monique Morel-Peseski
System Administrator
Messer Canada Inc.
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