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.
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 - 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!
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.
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.
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:
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)
Uninstall old version of Interaction Workspace on the server, plus SIPEndpoint and Agent Scripting plugin.
Install IWS 8.1.3 and reinstall SIPEndpoint and GAS plugin
Run ClickOnce deployment manager
Specify all the same parameters as previous versions (destination folder, application name, base URL, plugins, etc) as previous versions
Add a custom file, which is the ring tone I want to play when an interaction arrives. This step is new.
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.
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.
No, I’ve basically created a role for IWS with most privileges enabled and have assigned the role to the “Users” access group.
Does your access group definitely have the required access to agent logins, agent groups etc as per the IWS Deployment Guide (section “Configuring System-Access Permissions”)?
thanks guys.
I added the access group as read only to the host of the statserver and can now view the tabs.
In addition read only permissions was enabled on the statserver itself.
Going back to the ClickOnce deployment issues I’m having with IWS 8.1.3, I’ve received a response from Genesys:
The root cause is that Interaction Workspace 8.1.3 is now built in 32-bit mode only, which broke binary compatibility with universal 32/64 bit 8.1.2. This was done to limit memory consumption on 64-bit platforms. However, it is not possible to directly upgrade from 8.1.2 to 8.1.3. For now the only solution is to uninstall 8.1.2 before installing 8.1.3.
However, ER is still with Engineering, maybe they'll reconsider their decision.
So basically I have to uninstall and reinstall the application on every PC, making the ClickOnce functionality pointless :
