Ring tone in Interaction Workspace

[Adam_W]

I'm using IWS with the SIP Endpoint plugin and for some reason can't get a ring tone / alert to play when a call is delivered.

I've left the voice.ringing-bell option as the default sound, which I've checked exists in the program directory.

The call comes through the headset fine and if I disable onboard sound, Windows sounds also come through the headset.  But no ring tone!  Can't see any errors in the logs relating to playing the beep tone.

For now as a workaround I've configured a ring sound as an agent greeting on the agent login, but on outbound calls there's a slight delay before it plays once a call is connected, so it's not ideal.

How hard can it be to make a phone ring!

[cavagnaro]

As hard as Genesys wishes to 
I have similar issues...can't figure out how to solve it...if find something will share

[PFCCWA]

Most sip users of workspace have experienced this.
I posted a similar question within the genesys discussion forum and received this response:
[i]
The call is never really ringing at the extension for any period of time, because as soon as it lands there, IW will RequestAnswerCall immediately. So therefore IW won't play any ringing sound.

We have had a similar query with Genesys Support, around enabling the beep in the ear, and it turns out you need to send a specific Event to TServer to achieve this, it's not available out of the box.[/i]

We are looking to resolved this and will post when fixed.
Thanks.

[smile]

check version of media player installed on PC. it must be version 10,otherwise iw can't play ring tone

[Adam_W]

smile - checked Media Player version and upgraded to version 10 but still no luck.

PFCCWA - I'd definitely be interested in seeing anything you come up with.  It still doesn't make sense to me that they add ring/beep tones as configurable options, then say that it can't be done out of the box!  Sounds like it's something specific to SIP environments but how can we be at the stage of an 8.1 release without this working!

[PFCCWA]

We resolved this by using the agent-greeting / customer-greeting options as per SIP deployment guides.

[Adam_W]

I'm using that as a workaround too.

Genesys have advised that IWS 8.1.3 will include changes to the voice\.ringing-bell option that will allow you to play a sound even when auto-answer = true.

This is apparently due for release at the end of this month.

[vma]

we are waiting for this release also. Until then we have a 3rd party app to send the RequestAnswerCall after a 500ms delay, giving enough time for the ring to be played. This requires a cusomized IWS though.

[PFCCWA]

Workspace 8.1.3 is now available

[Adam_W]

I've downloaded it and can confirm that it handles the ring tone situation a lot better.

Unfortunately I'm having problems deploying this version via ClickOnce.  It fails to upgrade on agent workstations saying:

[quote]
Cannot check for a new version of the application. The ClickOnce deployment is corrupt. Please redeploy the application and try again. Error:
System.NullReferenceException: Object reference not set to an instance of an object.
  at System.Deployment.Application.ApplicationTrust.RequestTrust(SubscriptionState subState, Boolean isShellVisible, Boolean isUpdate, ActivationContext actCtx, TrustManagerContext tmc)
  at System.Deployment.Application.DeploymentManager.DetermineTrustCore(Boolean blocking, TrustParams tp)
  at System.Deployment.Application.DeploymentManager.DetermineTrust(TrustParams trustParams)
  at System.Deployment.Application.ApplicationDeployment.CheckForDetailedUpdate(Boolean persistUpdateCheckResult)
  at System.Deployment.Application.ApplicationDeployment.CheckForDetailedUpdate()
  at Genesyslab.Desktop.Modules.Windows.Update.UpdateManager.CheckForUpdate(Boolean autoUpdate, Boolean askShutdown, Boolean acknowledgeDialog)
[/quote]

Another day, another IWS issue! 

[Kubig]

And did you try make a re-deploy a ClickOne IWS installation (deploy on IIS,check which plugins are deployed too,etc.)?

[Adam_W]

Yes, these are the steps I took:

1.  Uninstall old version of Interaction Workspace on the server, plus SIPEndpoint and Agent Scripting plugin.
2.  Install IWS 8.1.3 and reinstall SIPEndpoint and GAS plugin
3.  Run ClickOnce deployment manager
4.  Specify all the same parameters as previous versions (destination folder, application name, base URL,  plugins, etc) as previous versions 
5.  Add a custom file, which is the ring tone I want to play when an interaction arrives.  This step is new.
6.  Build the package

The package is deployed as a new version number in the same folder as the old versions.  It deploys fine on workstations that haven't had IWS installed before, but not as an upgrade.

[Kubig]

Unfortunately,I cannot download this new version of IWS and test id in my LAB enviroment...

[PFCCWA]

Is everyone able to view the My Statistics and Contact Centre Statistics tab of workspace?
I am only able to see this if I add the users to the administrator access group.

Without it, we can only see My Channels and My Campaigns tab.

The Workspace application has a connection to messageserver, sip and statserver.
We created an access group called workspace with read/execute permission to this application.
Also have a role (in GA), which has full privileges to all interaction workspace options then added users to this profile, but still cant see the statistics tab.

Thanks,
WA.

[Kubig]

Yes,I see both statistic windows. I use IWS version 8.1.200.25