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  • 1.  Stability issues with Purecloud Softphone

    Posted 10-21-2023 04:14
    Hi Experts!!!! we are in the final stretch of the delivery of a major project in the banking sector, and we are encountering many problems when integrating Purecloud Softphone.

    We have found that sometimes we need to reprovision a Softphone because we found some issues with the conection. we use TCP in the phone trunk, and the users connect using a VPN behind Firewall.

    The client complains that the Softphone deprovisions itself, and does not automatically re-provision itself. It is very sensitive to network changes, or communication losses, and does not recover automatically, having the manager to re-provision by hand and losing calls, affecting business statistics.

    They are using Softphone in an environment with complicated connectivity (perimeter firewalls, proxys , VPNs etc..) and we have seen that the Softphone is so sensitive in communication failures. We would like to know if there are any recommendations , best practices and usage guidelines that should be followed, or if it is possible to run some sound test when it is provisioned, 
    We would also like to know the roadmap to know until when Genesys will support the SoftPhone, as we are in line to migrate to webrtc, but the communication openings with the cloud make this difficult.

    Apart form that. Is there a way to mantain the Softphone conection always active??? ( ..I suspect the firewall is reset the TPC conection, and that could be the reason the agent need to reprovision again and again.

    And, based on your experience:

    - Do you recommend TCP or UDP protocol, for this kind of connection? (We are using TCP)

    - what is the recommended settings for "Registration period" on the signaling setting (Softphone Base setting)?

    - what about the TCP "connection timeout" setting (Softphone Base setting)?

    - do you recommend persistent connection or not?

    - also, what are the recommended settings for the Phone trunk setting??

    In general terms, the question is, could we achieve a more stable connection, making changes in the phone trunk or base settings, based on your experience and knowledge about the purecloud Softphone?

    All your help is appreciated 👍 we really need to make something, or customer won't migrate to Cloud. THANKS a LOT IN ADVANCE!!!!!!


    #Telephony

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    David Fradejas Tomás
    Sabio Ibérica, S.A.
    ------------------------------


  • 2.  RE: Stability issues with Purecloud Softphone

    Posted 10-21-2023 23:47

    David, are you talking about the WebRTC phone or the old Genesys Cloud Softphone?  If the later, I would REALLY suggest you do all your testing and provisioning with WebRTC so that you can use TLS and SRTP, especially for a bank.  What is your reason by going down the softphone route?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Stability issues with Purecloud Softphone

    Posted 10-22-2023 02:51

    Hi Robert,

    Talking about purecloud Softphone, not webrtc.

    Their security department is the main cause we are not able to go to webrtc way...they are so worried about opening such kind of ports to internet.

    If anyone could help on their Softphone experience, please share with me.

    Thanks!!!



    ------------------------------
    David Fradejas Tomás
    Sabio Ibérica, S.A.
    ------------------------------



  • 4.  RE: Stability issues with Purecloud Softphone

    Posted 10-22-2023 11:17

    So, your security team believes that unencrypted TCP is more secure than TLS?  If they are worried about data flow, by all means have a VPN that requires all traffic flow through HQ. WebRTC is much better for that than the soft phone.  In the over 15 years in this product have never had a customer use rhe soft phone nor have had a compelling reason to recommend it once we had WebRTC.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Stability issues with Purecloud Softphone

    Posted 10-23-2023 01:03

    Hi David,

    If your security team isn't happy with the number of IP address, try using the "TURN Behavior feature" (Old name Force Turn) option.

    This will dramatically drop the number of IP address and most security teams I deal with will accept.

    I would strongly recommend against using the Softphone and try again with WebRTC but with the "TURN Behavior feature" enabled.

    Link to the "TURN Behavior feature" below

    Use the TURN Behavior feature - Genesys Cloud Resource Center (mypurecloud.com)



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    Michael Lechte
    Senior Pre-sales, Tech Support Specialist
    QPC Australia
    ------------------------------



  • 6.  RE: Stability issues with Purecloud Softphone

    Posted 6 days ago

    Hi David,

    We are currently experiencing a similar situation, and the delivery of our project is getting delayed as a result.

    Specifically, the softphone keeps losing connection and frequently requires re-provisioning. We're also encountering protocol errors that necessitate provisioning to resume connections.

    Could you please share how you overcame this issue? Any insights or advice would be greatly appreciated.

    Regards,

    Ashok



    ------------------------------
    Ashokkumar Paramasivam
    NA
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  • 7.  RE: Stability issues with Purecloud Softphone

    Posted 2 days ago

    @Ashokkumar Paramasivam  I recommend you to decrement the TCP Connection timeout parameter. We found that the firewall drop the TCP session sometimes.



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    David Fradejas Tomás
    Genesys Senior Consultant
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  • 8.  RE: Stability issues with Purecloud Softphone

    Posted 2 days ago

    @David Fradejas Tomás Many thanks for the inputs. I'll get this verified and update you the results.



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    Ashokkumar Paramasivam
    NA
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