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