Genesys Workspace Desktop Edition

Recently I got opportunity to work on Genesys contact centre solution with Chat,email and voice interactions.

In Cisco contact centre solution finesse is the Agent interface and voice path will be through your Cisco phone. Genesys Workspace Desktop Edition (WDE) is the agent interface and SIP endpoint will be running in the backed and that will take care of voice path.I have attached few snaps of WDE

Finesse Certificate error

You may have noticed finesse certificate error when you access finesse from IE. Here is some tips to fix it on local machine. some time you get below error due to the certificate 

1-       Enter your finesse URL in IE and choose IE options and then add it Security – Trusted Sites

2-      Under Privacy Tab in IE option

Disable following highlighted in yellow

3-      Enter  your finesse URL in IE address bar and press Certificate error and then choose install certificate

 Choose local machine from the wizard

Install the certificate in Trusted Root certification authorities

Media Recourse Configuration

Configuration:

!

voice-card 0

dspfarm

dsp services dspfarm

!

!

sccp local gi0/0

sccp ccm < ccm ip > identifier 2 version  7.0

sccp ccm identifier 1 version  7.0

sccp

!

sccp ccm group 1

bind interface gi0/0

associate ccm 1 priority 1

associate ccm 2 priority 2

associate profile 1 register CONF_VG2  - > Profiel name confi on cucm 

!

!

Dspfarm profile 1 conference

codec g711ulaw

codec g711alaw

codec g729ar8

codec g729abr8

codec g729r8

codec g729br8

maximum sessions < >

no shut

associate application SCCP