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Guide
Genesys Softphone Current
5/31/2018
Table of Contents
Genesys Softphone Deployment Guide 3
Overview 5
Deploying Genesys Softphone 7
Single sign-on with Workspace Web Edition 12
Configuration Options Reference 15
Audio device settings 39
Using Genesys Softphone 42
Genesys Softphone Deployment Guide
9.0 Genesys Softphone is part of 9.0, which can include component releases from
both 9.0.x and 8.5.x code streams. See Genesys Softphone to check which
component releases are part of 9.0.
Welcome to the Genesys Softphone Deployment Guide. This document describes how to deploy and use Genesys
Softphone in your environment.
Overview Deployment
This section introduces you to the features of This section explains how to deploy Genesys
Genesys Softphone. Softphone.
Architecture Installation
How to use
• policy.session.rx_agc_mode to enable and disable Receiving-side Automatic Gain Control (Rx AGC)
Before contacting Customer Care, please refer to the Genesys Care Program Guide for complete contact
information and procedures.
Overview
Architecture
The Genesys Softphone sits on top of the SIP Endpoint SDK for .NET to enable it to take advantage of the SIP-
based third-party call control functionality.
DTMF
Genesys Softphone supports Dual-Tone Multi-Frequency (DTMF) signaling according to the RFC 2833 standard for
third-party call control.
After receiving a NOTIFY with DTMF event, the Softphone endpoint generates DTMF signals.
• InbandRTP
• RFC 2833
• Make a call
• Answer a call
SIP Voice
Genesys Softphone supports the following codecs for SIP signaling:
• PCMU/8000 (G.711/mu-law)
• PCMA/8000 (G.711/A-law)
• G722/16000
• iSAC/16000
• G729/8000
• OPUS/48000/2
Environment prerequisites
Ensure that your environment meets the prerequisites described in this section.
Other prerequisites
To work with Genesys Softphone, you must ensure that your system meets the software requirements established
in the Genesys Supported Operating Environment Reference Manual, as well as meeting the following minimum
software requirements:
• Visual C++ Redistributable Packages for Visual Studio 2013 (32 bits version): The Genesys Installation Package
installs this redistributable package on the workstation where it is executed.
• .NET Framework 4.0 or higher: This is used at installation time only when the Administrator installs Genesys
Softphone with HTTPS connector based on a self-signed certificate.
1. Double-click the setup.exe file that is located in the <Genesys Softphone Install Directory>\windows\ directory to
open the Genesys Installation Wizard.
3. In the Choose Destination Location window, click Next to accept the default destination folder, or click Browse to
select another destination location.
4. In the Startup and Secure Connection options window, you may choose one or more of the following options, and
then click Next:
• Auto Startup: Specifyies that Genesys Softphone launches when Windows starts up. This means that agents do
not have to manually launch Genesys Softphone before they launch Workspace or other agent desktops.
• Enable Dynamic Configuration Connector: Specifies that Workspace Web Edition is allowed to dynamically configure Genesys Softphone when
it is launched.
If you choose the Enable Dynamic Configuration Connector option, the Dynamic Configuration Connector Parameters window is displayed.
a. Specify the Connector Port for Genesys Softphone. This port must be compliant with the value specified by
the sipendpoint.uri option.
b. Enable HTTPS secure connections (optional). If you choose a secure connection, you must choose the type of
security certificate that you use. :
• Self-signed Certificate: In this mode, the IP creates a self-signed certificate, installs it in the Personal
Certificate section of the workstation where setup.exe is executed and also installs it as a root certificate
authority at Machine level in the workstation where setup.exe is executed.
Important
To properly install the self-signed certificate, .NET Framework 4.0 or higher is mandatory.
5. In the Ready to Install window, select Install. The wizard installs Genesys Softphone and all associated files in the
selected directory and displays the Installation Status window. The installation might take several minutes.
Important
For more information about Softphone deployment for Workspace Web Edition (WWE), see Single
sign on with Workspace Web Edition.
• Add the path to the Genesys Softphone installation directory. For example, InstallPath=C:\GCTI\Genesys
Softphone.
• Specify whether Genesys Softphone starts automatically when Windows starts up by using the Startup=<Std or
Auto> parameter.
• Specify whether Workspace Web Edition can dynamically modify the Genesys Softphone configuration by using
the Connector=<Disable or Enable> parameter.
• If you are deploying Softphone for Workspace Web Edition dynamic configuration:
• If the Connector is enabled, specify the Connector Port by using the ConnectorPort=<port number>
parameter.
• Specify whether the connector uses HTTPS secure connection by using the HTTPS=<NotUsed or Used>
parameter.
• If you are using a secure connection, specify the certificate type to be used by using the CertificateType=
<SelfSigned or WindowsStore> parameter.
• If you assign the value WindowsStore to the CertificateType option, specify the certificate thumbprint by
using the CertThumbPrint=<certificate thumbprint> parameter.
• IPBuildNumber= <current build number of Genesys Softphone on this box (before upgrade)>
• -s specifies the full path to the silent configuration file. The <Full path to Genesys Silent Configuration file> is
optional. If the <Full path to Genesys Silent Configuration file> parameter is not specified, the installation uses
the genesys_silent.ini file in the same directory where the setup.exe is located.
Important
Enclose the value of the <Full path to Genesys Silent Configuration file> parameter by apostrophes (') if the
parameter contains white symbols.
• -sl specifies the full path to the installation results file. If the <Full path to Genesys Installation Result file>
parameter is not specified, the installation creates the genesys_install_result.log file in the <System TEMP
folder> directory.
Important
Enclose the value of the <Full path to Genesys Installation Result file> parameter in apostrophes (') if the parameter
contains white space characters.
• There is no space between the /z argument and quotation mark. For example, /z"-s" is valid, while /z "-s" is
not valid.
• There is a space between the -s,-sl parameters and quotation mark. For example, /z"-s c:\temp\
genesys_silent.ini" is valid, while /z "-sc:\temp\genesys_silent.ini" is not valid. For example,
setup.exe /s /z"-s 'C:\8.5.000.05\windows\b1\ip\genesys_silent.ini' -sl 'C:\GSP\
silent_setup.log'".
3. After executing this command, verify that Genesys Softphone is installed in the C:\<Genesys Softphone Installation
Directory>, and that the silent_setup.log file has been created in the C:\GSP\ directory.
Important
You can make changes to the configuration file, but you must restart the Softphone before any of
the changes take effect.
The configuration file is organized into containers. Each container is divided into domains that are further divided
into sections that hold the settings for a group of parameters. The following configuration file examples describe the
settings in each container:
For the description and valid values of each parameter, see Configuration Options Reference.
Basic container
The Basic container sets the Genesys Softphone user's DNs and the protocol used.
Important
If Single sign on is used with Workspace Web Edition, these parameters in configuration file are
not taken in account.
Genesys container
The Genesys container sets the policy, endpoint, session, device, connector, codecs, proxy, mailbox, system, and
security parameters.
Important
If Single sign on is used with Workspace Web Edition, these parameters can be overridden. See
Overriding option values.
• sip-cti-control = talk,hold,dtmf
Important
This option is mandatory to use third-party call control on the SIP device.
For information about configuring DN objects, see the Genesys Administrator Extension Help.
• use-register-for-service-state=true
For more information about these options, see the SIP Server Deployment Guide.
• make-call-alert-info=<urn:alert:service:3pcc@genesys>
or
• make-call-alert-info=<file://null>;service=3pcc
Important
If at least one Genesys Softphone in the contact center is configured with the ringing_enabled
option set to 1, the SIP Server make-call-alert-info option should be set to one of the
values specified above.
• Single sign-on: WWE controls the SIP settings for Softphone based on explicit WWE 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: WWE passes the DN password as a parameter through the Genesys Softphone connector
to allow the Softphone to securely log into SIP Server and avoid the need for MPLS.
<!-- Specifies the port used when communicating in HTTP or HTTPS -->
<setting name="port" value="8000"/>
</section>
...
</domain>
...
</Container>
You must synchronize the values of the protocol (HTTP or HTTPS) and port settings with the SIP Endpoint connectivity option configured on WWE
side, see the sipendpoint.uri option in the WWE SIP Endpoint configuration page.
When you specify HTTPS in the protocol setting you must configure the certificate_search_value setting so Genesys Softphone can open a
secured port for WWE to send HTTPS requests. You must populate this setting with a thumbprint accessible from the Certificate Store of the agent
workstation. To get the same thumbprint configured on all Softphone instances, Genesys recommends that you generate a wildcard certificate for
the domain to which the agents belong and make the certificate available to all agents through regular Microsoft Windows GPO rules.
2. Install Genesys Softphone and your common configuration file on each agent workstation. You can use products like Microsoft SMS to complete this
step.
After the installation is complete, agents can log in using WWE and use Genesys Softphone as the SIP endpoint.
• In the proxies and system domains, you can override all options.
• In the policy domain, you can override endpoint, session, and device sections.
Important
Options in the Connector section of the policy domain must be specified in the configuration file; these cannot be
overridden. WWE implicitly controls configuration for options in the Basic container to enable single sign-on with WWE.
Overriding an option
To override a Genesys Softphone option when provisioning WWE, convert the option to the following format:
sipendpoint.<domain>.<section>.<setting>
For example, to override the ringing_file setting in the session section, configure
sipendpoint.policy.session.ringing_file in your WWE provisioning. See the options reference for a list of
Genesys Softphone settings.
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.
Tip
For more details, refer to Working with Codec Priorities in the SIP Endpoint SDK Developer's Guide 9.0.0NET.
For example:
<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"/>
Warning
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 or the Genesys Configuration Layer.
To specify the priority of enabled codecs, use the sipendpoint.codecs.enabled.audio option in the configuration
layer.
For example:
sipendpoint.codecs.enabled.audio = "iLBC,G722"
To use the Genesys SIP Endpoint SDK 9.0 enabled section, 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 or the Genesys Configuration Layer. For
example:
• 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.
The Softphone.config file is installed, along with genesys_softphone.exe, by either the Genesys Installation
Wizard or silently by command line. The contents of the Softphone.config file is generated by the choices
specified in the wizard or by modifications made to the genesys_silent.ini file.
In the Softphone.config file, the following attributes of the Connector section are set by setup.exe: protocol,
port, and certificate_search_value, while enable_sessionid, auto_restart are not. The default
value of these attributes are designed to address most business deployments. However, if you want to adjust their
values, follow these steps to make a custom deployment:
2. Edit the Softphone.config file to change the values of the attributes in the Connector section.
3. Repackage Genesys Softphone with the custom Softphone.config file through an IT-controlled installation.
Basic container
The first container ("Basic") holds the basic connectivity details that are required to connect to your SIP Server. This
container has at least one connection (Connectivity) element with the following attributes:
If you are using a configuration that supports Disaster Recovery and Geo-Redundancy, there can be multiple
connection elements present, with each element specifying a separate possible connection. Refer to the
configuration settings of that feature for details.
You must make the following changes and save the updated configuration file before using Genesys Softphone:
• server="SERVER:PORT": Replace SERVER with the host name where your SIP Server is deployed, and PORT with
the SIP port of the SIP Server host. The default SIP port value is 5060. For SRV resolution, specify the SRV record
without including the port number in the server's URI. Also see SRV Resolution below.
• protocol="TRANSPORT": Set the protocol attribute to reflect the protocol being used to communicate with SIP
Server. Possible values are UDP, TCP, or TLS.
SRV resolution
When using an SRV record for the server parameter, note the following:
• Genesys Softphone does not take into account the weight field of an SRV record.
• You can only specify SRV records in the server parameter of the Connectivity element. You cannot use SRV records
for the mailbox section or the vq_report_collector setting.
Important
Your environment can have up to six SIP URIs (Connectivity sections) that represent six endpoint
connections with SIP Server.
Genesys container
The "Genesys" container holds a number of configurable settings that are organized into domains and sections.
You don't have to change these settings but you can customize them.
The following table presents an overview of the settings in this container and their valid values:
Default value: 1
Default value: 1
IPv4
• A value of IPv4
IPv6 means that the
ip_versions IPv4,IPv6
application
IPv6,IPv4
empty selects an
available local
IPv4 address;
IPv6 addresses
are ignored.
• A value of IPv6
means that the
application
selects an
available local
IPv6 address;
IPv4 addresses
are ignored.
• A value of
IPv4,IPv6 or an
empty value
means that the
application
selects an IPv4
address if one
exists. If not, an
available IPv6
address is
selected.
• A value of
IPv6,IPv4 means
that the
application
selects an IPv6
address if one
exists. If not, an
available IPv4
address is
selected.
Local IP address or
Fully Qualified
Domain Name
(FQDN) of the
machine. This setting
public_address String can be an explicit
setting or a special
value that the GSP
uses to automatically
obtain the public
address.
Valid Values:
This setting can have one
of the following explicit
values:
• An IP address.
For example,
192.168.16.123
for IPv4 or
FE80::0202:B3FF:FE1E:8329
for IPv6.
• $ipv4 or $ipv6:
Same behavior
as the $auto
setting but the
GSP restricts the
address to a
particular IP
family.
gethostname
system function.
• $net:<subnet>
Where 'subnet' is
a full CIDR
name, as per
RFC 4632. For
example,
'$net:192.168.0.0/
16'. The first
valid IP address
that belongs to
the specified
subnet is
selected. To
support a
dynamic VPN
connection,
Genesys
Softphone does
not start
registration
attempts until the
interface
(configured by
adapter name or
subnet) is
available.
[Added:
9.0.xxx.xx]
• An adapter name
or part of an
adapter name
prefixed with $.
For example,
$Local Area
Connection 2 or
$Local. The
specified name
must be different
from the special
values $auto,
$ipv4, $host, and
$fqdn.
Default Value: 0
Default: 0
Suggested values: 1
through 150.
• 0: The audio
layer is defined
by the
GCTI_AUDIO_LAYER
environment
variable — Core
audio is used if
this environment
variable is not
specified.
• 1: Wave audio
layer is used.
• 2: Core audio
layer is used.
• 1000: Instructs
the audio layer to
open the
microphone
channel when
the endpoint
starts up, using
the audio layer
type defined by
option 0, and to
keep it open until
the endpoint is
terminated. It can
be combined
with the values 0,
1, or 2 (1000,
1001, or 1002) to
specify the type
of audio layer.
session
If set to 0, AGC
(Automatic Gain
Control) is disabled;
if set to 1, it is
enabled. Other
values are reserved
for future extensions.
This configuration is
applied at startup,
0 after that the
agc_mode agc_mode setting
1
can be changed to 1
or 0 from the main
sample application.
Default: 1
NOTE: It is not possible to
apply different AGC
settings for different
channels in multi-channel
scenarios.
• 0: Disables the
feature (default)
• 1: Enables
0 Receiving-side
rx_agc_mode AGC, resulting in
1 automatic
adjustment of the
volume of the
received RTP
stream. This
ensures that the
volume of all
calls is adequate
for agents to
hear the contact.
If set to 1, all
incoming calls are
auto_answer Number
answered
automatically.
Valid values: 0 or 1.
0
echo_control If set to 1, echo
1
control is enabled.
Valid values: 0 or 1.
0 If set to 1, noise
noise_suppression
1 suppression is
enabled.
Valid values: 0 or 1.
dtx_mode Number If set to 1, DTX is
activated.
Valid values: 0 or 1.
If set to 1, the GSP
rejects the incoming
reject_session_when_headset_na
Number
session if a USB
headset is not
available.
If a valid SIP error
code is supplied, the
GSP rejects the
incoming session
with the specified SIP
sip_code_when_headset_na
Number error code if a USB
headset is not
available.
vad_level Number
Valid values: 0 – 3 — from
0 (conventional VAD) to 3
(aggressive high).
Valid values: 0, 1, 2,
3, or 4.
0: None, disable ringtone
1: Play ringtone through
system default device
only. Configure media in
ringing_enabled Number system.media.ringing_file.
2: Play ringtone through
communication device
(headset) only. Configure
media in
policy.session.ringing_file.
3: Play ringtone through
both devices at the same
time.
4: Play ringtone through a
separate ringer device,
specified by
policy.device.ringer_device.
Default Value: 1
Specifies whether to
enable the ringtone and on
which device to play the
media file.
Specifies the
duration, in seconds,
of the ringtone. If set
to 0 or if the value is
empty, the ringing
ringing_timeout Number time is unlimited.
device
Valid values: 0 or 1
connector
Important
The re-registration
procedure uses a
smaller timeout (half a
second) for the first re-
try only, ignoring the
configured
reg_interval setting;
the reg_interval setting
is applied to all further
retries.
DEPRECATED: This
setting controls
whether or not
Genesys Softphone
re-registers itself
reg_match_received_rport
Number when receiving a
mismatched IP
address in the
received parameter
of a REGISTER
response. This helps
Valid Values: 0 or 1
Default Value: 0
The period, in
seconds, after which
registration expires.
A new REGISTER
request will be sent
before expiration.
Valid values are
reg_timeout Number
integers greater than
or equal to 0. If the
setting is 0 or empty/
null, then registration
is disabled, putting
the endpoint in
standalone mode.
nat
Enable or disable
ice_enabled Boolean
ICE
STUN server
address. An empty or
stun_server String null value indicates
this feature is not
being used.
STUN server port
stun_server_port String
value
Password for TURN
turn_password Number
authentication
turn_relay_type Number Type of TURN relay
TURN server
address. An empty or
turn_server String null value indicates
this feature is not
being used.
TURN server port
turn_server_port String
value
open
Default Value: 10 MB
Determines whether
log files expire. If
they do, sets the
measurement for
determining when they
expire, along with the
maximum number of files
(segments) or days before
the files are removed. This
option is ignored if log
output is not configured to
be sent to a log file.
false Valid Values:
Number false: No expiration; all
log_expire generated segments are
Number file
stored.
Number day
<number> or <number>
file: Sets the maximum
number of log files to
store. Specify a number
from 1 to 1000.
<number> day: Sets the
maximum number of days
before log files are
deleted. Specify a number
from 1 to 100
Default Value: 10 (store 10
log fragments and purge
the rest)
Time (UTC).
Default Value: local
Specifies how to
represent, in a log
file, the time when an
application generates
log records. A log
record’s time field in
the ISO 8601 format
looks like this:
2001-07-24T04:58:10.123.
security
Thumbprint value of
the Public endpoint
certificate file, which
is used as a client-
side certificate for
outgoing TLS
connections and
cert_file String
server-side certificate
for incoming TLS
connections. For
example: 78 44 34
36 7a c2 22 48 bd 5c
76 6b 00 84 5d 66 83
f5 85 d5
If set to 1, connection
with TLS transport
tls_enabled Number
will be registered.
Default: 0.
optional Indicates whether to
use SRTP (Secure
allowed disabled off
use_srtp Real-Time Transport
elective both enabled force
mandatory Protocol) [Modified:
9.0.xxx.xx]
• optional or
allowed: Do not
send secure
offers, but accept
them.
• disabled or off:
Do not send
secure offers and
reject incoming
secure offers.
• elective or both:
Send both
secure and non-
secure offers and
accept either.
• enabled: Send
secure offers,
accept both
secure and non-
secure offers.
• force or
mandatory: Send
secure offers,
reject incoming
non-secure
offers.
Adding either
',UNENCRYPTED_SRTCP'
(long form) or ',UEC' (short
form) to any value (for
example, 'enabled,UEC'),
adds the
UNENCRYPTED_SRTCP
parameter to that offer.
When this parameter is
negotiated, RTCP packets
are not encrypted but are
still authenticated.
media
The Ringing sound
filename in the
current directory or
the full local path to
the ringing sound file.
Specifies the audio
ringing_file String
file that is played in
the defualt audio
device (speakers)
when the default
device ringtone is
enabled with the
For more information about these options, see SIP Endpoint SDK for .NET Developer's Guide.
• Selection rules used to choose an audio device, auto-answer a call, and reject a call.
• Combinations of settings that affect audio device selection, auto-answer, and call rejection.
Basic settings
Headsets and other audio input devices are configured by using the following parameters:
• headset_name
• audio_in_device
• audio_out_device
If none of the audio devices that are accessible to the endpoint match the device names in the configuration file,
Genesys Softphone picks up the first available devices from the WebRTC list for audio devices.
Tip
The headset_name, audio_in_device, and audio_out_device options support both device proper names and regular
expressions.
Selection rules
The following rules are used to select an audio device, auto-answer a call, and reject a call.
1. The first device in the applicable list that is present in the system is selected when possible. This device (or devices)
will either be specified by the headset_name parameter or by the audio_in_device and audio_out_device
parameters, depending on whether the use_headset parameter has been enabled.
2. If none of the configured devices are present (or if the configuration list is empty), then Genesys Softphone selects the
audio devices using the priority provided by WebRTC, based on the order of the available devices in its device list.
Auto-answer
When either of the following conditions is met, the SDK blocks the auto-answer functionality (a policy of should
answer returns the value unknown, although a manual answer is still possible):
• the use_headset parameter is set to 1, and none of the devices listed in the headset_name settings are present (but
session rejection is not applicable, that is, the reject_session_when_headset_na parameter has been set to 0).
• Genesys Softphone was unable to find any usable microphone or speaker device (applicable to cases where the
use_headset parameter is set to 0).
Finally, if the auto_answer parameter is set to 1 and the auto-answer functionality is not blocked (and the call was
not already rejected), Genesys Softphone answers the incoming call automatically (the should answer policy
returns the value true).
Rejecting a call
For backward compatibility with previous releases, a call can only be rejected when both of the following conditions
are met (a policy of should answer returns the value false):
When these conditions are met, an incoming call is rejected with the SIP response code that is configured in the
sip_code_when_headset_na setting. If the setting is missing or the value does not in the valid range 400 to 699,
then the default value of 480 (Temporarily Unavailable) is used.
In addition, when these conditions are met, Genesys Softphone refuses to initiate any new calls, that is, it rejects all
outgoing call attempts.
The availability of a fallback device (selected by Step 2 in the Audio device selection section) does not affect call
rejection.
Combinations of settings
The following combinations of settings affect audio device selection, auto-answer, and call rejection in the ways
described below.
use_headset=1
reject_session_when_headset_na=1
use_headset=0
Audio devices are configured using the names from the audio_in_device and audio_out_device settings.
Genesys Softphone selects the highest-priority input and output devices from that list or, if no valid devices are
found in that list, from the first available devices in the list compiled by WebRTC. Outgoing calls can be initiated.
• If your administrator has set up Genesys Softphone to automatically launch when Windows starts up, you do not have
to start Genesys Softphone yourself. Look for the Genesys Softphone icon in the system tray to verify that it is
running.
To open Genesys Softphone interface, right-click the Genesys Softphone ( ) icon from the System Icon tray and
select Open:
Important
The Genesys Softphone UI is not available in Connector mode.
If you see a warning icon, hover your mouse pointer over the icon to read a tooltip summary of the problem.
Icon Condition
Registration error
Headset issue
Microphone is muted
To verify that the you are registered, after starting Genesys Softphone, right-click the Genesys Softphone icon from
the System Icon tray and hover over the Connectivity menu. You can register or unregister a connection by
selecting and deselecting the check marks.
The notification area shows that Genesys Softphone is active and ready to take calls.
To view the number of configured users and their statuses, right-click the Genesys Softphone icon, and click Open.
The Genesys Softphone window is displayed. Click the status tab.
• Answer an incoming call: Click the button of an alerting call to answer. If you are on another call, that call will be placed
on hold.
• Hold a call: When you switch to another call, the currently active call is placed on hold.
• Retrieve a call: Click the phone icon button of a call that is on hold to retrieve that call.
• Hangup a call: Click the hang-up button to terminate a call. You can terminate calls that are on hold.
• Dial and make a call: You can make a call by selecting an originating account (connection) from the connections list,
entering a destination number, and clicking Call. Making a new call while another call is active places the existing call
on hold.
Mute/unmute functionality works on the application level, not the system level. The mute button is only available
when there is an active call.
Muting the microphone in Genesys Softphone is done on the session level. The mute status does not depend on
the selected devices nor on device presence and status. A session can be muted even if a microphone is not
plugged in.
You can also mute/unmute the microphone from the System Icon tray menu by right-clicking the Genesys
Softphone icon (toggle to unmute)."
Important
The mute menu item is enabled only when Genesys Softphone is in an active session.