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Implement QoS in Your Environment

Following are the PureConnect QoS driver, SIP Soft Phones and QoS considerations, and recommended QoS configuration settings for RTP and SIP for all managed IP phone types. For general information about implementing QoS on CIC systems, see the PureConnect Quality of Service Technical Reference.

PureConnect QoS driver

In CIC, Genesys developed a new QoS driver to more closely integrate with Customer Interaction Center. It is the default QoS driver for CIC. It operates independently of the Windows QoS Packet Scheduler, which was the recommended QoS driver for CIC 3.0.

Installs that use the QoS feature include the following:

Application name	Install name	OS
CIC Server	`ICServer.msi`	64-bit
IC User Applications 32-bit	`ICUserApps_32bit.msi` with one or both of these features selected: SIP Soft Phone Interaction Screen Recorder Capture Client	32-bit
IC User Applications 64-bit	`ICUserApps_64bit.msi` with one or both of these features selected: SIP Soft Phone Interaction Screen Recorder Capture Client	64-bit

Application name

Install name

CIC Server

ICServer.msi

64-bit

IC User Applications 32-bit

ICUserApps_32bit.msi with one or both of these features selected:

SIP Soft Phone
Interaction Screen Recorder Capture Client

32-bit

IC User Applications 64-bit

ICUserApps_64bit.msi with one or both of these features selected:

SIP Soft Phone
Interaction Screen Recorder Capture Client

64-bit

For a complete list of installs that use the QoS feature, see the PureConnect KB article.

The default behavior for most of these installs is to install the PureConnect QoS driver silently and add the certificate to the Trusted Publishers list. The IC User Applications installs are the exception. If you prefer to modify this default behavior, see the PureConnect KB article.

SIP Soft Phone and QoS considerations

Among managed IP phones, SIP Soft Phones have special considerations because audio originates on the computer instead of a Polycom phone or Interaction SIP Station I and II phones. The IC User Applications install (32-bit and 64-bit) with the SIP Soft Phone feature selected is one of the installs that installs the PureConnect QoS driver.

If the IC User Applications install is run in Full UI mode (through Setup.exe or double-clicking the .msi), the QoS Requirement page appears, asking the user to choose the QoS driver installation and recommending installation of the PureConnect QoS driver.

PureConnect QoS driver: If selected, the install adds the PureConnect certificate to the Trusted Publishers list, and then installs the driver.

Other: If selected, the install doesn't add the PureConnect certificate to the Trusted Publishers list and doesn't install the driver. Genesys recommends that you don't select this option unless your administrator instructs you to. Selecting this option implies use of another form of QoS.

For more information, see the PureConnect KB article.

If you run the IC User Applications install using Group Policy; startup or logon script; or command-line, the default is to install the PureConnect QoS driver silently and add the certificate to the Trusted Publishers list silently. To modify the default PureConnect QoS driver installation, use one of these methods to modify the QoS feature properties and run the install, as described in the PureConnect KB article.