Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on May 16, 2012, 10:46:26 PM
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Hi guys,
I'm testing this new software and so far it is a little bit headache maker...
Do you know what is needed to be configured on the sipendpoint.genesyslab.device.headset_name so it can use a headset? So far I connect it and the audio still goes out from the PC speakers...what is this name? I tried the one on Windows Device Manager but failed. I tried enabling "logs" for this but nothing is written...
Any ideas?
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I wondered the same thing when I saw that option. I'd expect it to be able to recognise a plug & play device automatically so wouldn't have thought you'd need to put the device name in. Plus what happens if some agents use a different headset?
I'm also having the same problem with logging - can't seem to get the application to write any logs at all.
Sounds like you've got further than me though, I can't even get the IWS SIP Endpoint to start yet, but because of lack of logging I've hit a brick wall!
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Which version are you using?
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Cav,
What headset do you have?
For SIP endpoint logging - you must increase logging level as it is set to 'Error' by default.
R.
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Hi René,
I have 2 different models from Plantronics...
So what do I have to set? The HW name?
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Hi Cav,
You should configure name of device as listed in Device Manager. It's possible to use regular expression that makes the configuration easier starting release 8.0.200.14 of Interaction Workspace SIP Endpoint. See Release Notes for more info.
R.
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So if agents have different models I'm fucked? ??? Why so hard on that config...seems useless to me...how many usb audio devices an agent can have?
Will try it
Thanks René
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Interaction Workspace 8.1.2 allows you to specify more than 1 headset using the pipe dimiliter character.
We have two different sets of plantronics headsets, and using the field as already identified type value: platronics1|plantronics2
thanks.
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IWS and audio coming through the PC is a big headache, we have approximately 1000 seats all using IWS and it's built in end point with many different hardware platforms and headset models and come across this issue a lot.
Most of the time everything works with a pipe delimited list of headset names, but sometimes you need to either force the headset to be the "Default" audio device, or in some extreme cases disable on board sound all together (this always works).
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Well...good think is that FINALLY we are returning to the good path of application on agent PC and leave browsers fashion, many issues will be solved. IWS still needs to be more friendly on options and documentation but we are on the good path.
Will do that, disable PC sound card and test
Thanks for all the ideas guys
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Have you managed to get a beep / ring tone coming through the headset yet?
It won't play for me whatever I try. 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 disabled onboard sound, Windows sounds also come through the headset. But no ring tone!
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Hum...haven't tried or didn't notice...will try and let you know