Configure the softphone application

Genesys uses VoIP based protocol for communication, so the agent needs to configure a softphone application in their computer or smart phone to accept or start calls.

A softphone is a software-based app that enables you to make and receive phone calls over the internet using a computer, tablet, or smartphone. Various softphone applications are available Windows, MacOS, Android or iOS platforms. You can download any of then based on your convenience. Some commonly used softphones are Zoiper, Bria and Phonerlite.

Download and install the softphone of your choice, and set it up.