Deploy the desktop app (admin)

If the organization’s security policies require it, the administrator can prevent users from installing and updating the desktop app. Instead the administrator can push out the desktop app installation and updates to users on specified days and times using a third-party software deployment tool.

To prevent users from installing applications, make the appropriate security changes to user workstations. 

To remove Check for Updates from the desktop app menu and prevent users from receiving desktop app update notifications, make the following registry/preference value changes.

Windows

You can change either of the following registry keys:

  • HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory
  • HKEY_LOCAL_MACHINE\Software\Interactive Intelligence\Purecloud\Directory

Add a new DWORD value called “DisableUpdates”, and set to 1 to prevent all updates.

Note: If you create the registry entries in both locations, the desktop app obeys the HKEY_LOCAL_MACHINE registry entry.

Example: 

"DisableUpdates"=dword:00000001

Mac

In the preferences file ~/Library/Preferences/com.inin.purecloud.directory.plist, add a new Boolean value called “DisableUpdates”, and set to true to prevent all updates. 

Example: 

<key>DisableUpdates</key>
<true/>

Routinely use a third-party tool to check the appcast XML file and notify you when an updated desktop app release version is available.

Windows

https://apps.mypurecloud.com/directory-windows/appcast.xml

Mac

https://apps.mypurecloud.com/directory-mac/appcast.xml

To push out the desktop app installation and updates, use a third-party software deployment tool such as Microsoft System Center Configuration Manager (SCCM). This tool can deploy the app to users on specified days and times.

To preconfigure a default region, apply the region key and URL from the following table:

Region Display Name

Region Key

Region URL

EMEA (London)

euw2

https://apps.euw2.pure.cloud/directory

EMEA (Dublin)

ie

https://apps.mypurecloud.ie/directory

EMEA (Frankfurt)

de

https://apps.mypurecloud.de/directory

EMEA (Zurich)

euc2

https://apps.euc2.pure.cloud/directory

Americas (US West)

usw2

https://apps.usw2.pure.cloud/directory

Americas (US East)

global

https://apps.mypurecloud.com/directory

Americas (US East 2)

fedramp-use2-core

https://apps.use2.us-gov-pure.cloud/directory

Americas (Canada)

cac1

https://apps.cac1.pure.cloud/directory

Americas (São Paulo)

prod-sae1 

https://apps.sae1.pure.cloud/directory

Asia Pacific (Mumbai)

aps1

https://apps.aps1.pure.cloud/directory

Asia Pacific (Tokyo)

jp

https://apps.mypurecloud.jp/directory

Asia Pacific (Sydney)

au

https://apps.mypurecloud.com.au/directory

Asia Pacific (Seoul)

apne2

https://apps.apne2.pure.cloud/directory

Asia Pacific (Osaka)

apne3

https://apps.apne3.pure.cloud/directory

Middle East (UAE)

mec1

https://apps.mec1.pure.cloud/directory

Windows

Preconfigure these registry entries to a particular region using the previous table:

  • HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory\Region
  • HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory\RegionURL

For example, to preconfigure the Frankfurt region, add a registry entry for key HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory\Region and set it to the string de, and add a registry entry for key HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory\RegionURL and set it to the string https://apps.mypurecloud.de/directory.

Mac

Use the following default commands:

  • > defaults write com.inin.purecloud.directory region 
  • > defaults write com.inin.purecloud.directory regionURL

Notes:
  • These entries do not disable the changing of region. They only preconfigure as requested.
  • You cannot preconfigure the org name.

 

Switch Description
/install|/repair|uninstall|/layout Installs, repairs, uninstalls, or create a complete local copy of the bundle in directory. Default is /install.
/passive|/quiet Displays minimal UI with no prompts or displays no UI and no prompts. By default, the install displays UI and all prompts.
/norestart Suppresses any attempt to restart. By default, UI prompts before restart.
/log log.txt Logs to a specific file. But default, the install creates a log file in %TEMP%.

Example:

C:\Users\Administrator\Desktop>genesys-cloud-windows-2.1.582.exe /quiet

On September 30, 2020, the desktop app name changed from PureCloud to Genesys Cloud. The installation path and executable names have changed. Registry locations and keys have not changed.

Old: C:\Program Files (x86)\Interactive Intelligence\PureCloud\PureCloud.exe

New: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe

To force the desktop app client to run as a WebRTC Media Helper, make the following registry/preference value changes.

Windows

In the registry key HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory, add a new DWORD value called “RunAsMediaHelper”, and set to 1 to make active. 

Example: 

"RunAsMediaHelper"=dword:00000001

Mac

In the preferences file ~/Library/Preferences/com.inin.purecloud.directory.plist, add a new Boolean value called “runAsMediaHelper”, and set to true to make active. 

Example: 

<key>runAsMediaHelper</key>
<true/>

For more information, see About WebRTC Media Helper.

Notes:
  • When your desktop app runs in Media Helper mode, Genesys cloud displays a message above the three buttons at the bottom of User Settings: “Running in Media Helper Mode.”
  • When your web app runs in Media Helper mode, Genesys Cloud displays a connected message in the upper right corner of the window.

To force the installation to ignore WebRTC softphone events, make the following registry/preference value changes:

Windows

You can change either of the following registry keys:

  • HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory
  • HKEY_LOCAL_MACHINE\Software\Interactive Intelligence\Purecloud\Directory

Add a new REG_SZ value called “DevUrl”, and set to “https://apps.mypurecloud.com/directory/?disableSoftphone=true” where apps.mypurecloud.com is your org’s home region.

Note: If you create the registry entries in both locations, the desktop app obeys the HKEY_LOCAL_MACHINE registry entry.