Overview

The VidyoEngage for Genesys Adapter provides video conferencing to the Genesys solution by integrating with Vidyo. Agents using the Workspace Desktop Edition (Workspace) can escalate voice and chat interactions to a video conference with customers. In addition, customers can use the click-to-Vidyo capability to initiate a video conference with a Workspace agent.


Use Cases

The types of interactions that customers may use with the VidyoEngage for Genesys Adapter include the following:

  • Voice interactions
  • Web chat interactions
  • New Vidyo interactions


Voice Escalation to Vidyo

A customer in an active voice interaction may receive a guest link from an agent to join a video conference.  The agent may share the guest link in the following ways:

  1. Conversation
  2. Email
  3. SMS


Web Chat Escalation to Vidyo

A customer in an active web chat interaction may join a video conference in two ways:

  1. Customer may request a video conference.
    Assumes that the customer user interface has a button to send a request message to the VidyoEngage for Genesys framework in order to join the video conference.

  2. Agent may offer a video conference.
    Assumes that the customer user interface can receive a message from the VidyoEngage for Genesys framework in order to join the video conference.


Click-to-Vidyo

A customer may request a video conference that VidyoEngage for Genesys processes as a new Vidyo interaction. This assumes that the customer user interface has a button to send a request message to the VidyoEngage for Genesys framework.

 

Components

The VidyoEngage for Genesys Adapter contains the following components:

  • A customer-facing component to manage the customer Vidyo communication interface to the VidyoEngage for Genesys Framework
  • A VidyoEngage for Genesys framework component to manage the new Vidyo Interaction type for click-to-Vidyo and for the agent use of the video conference.


Customer-Facing

This solution provides examples for integrating with either the eServices or Genesys Web Engagement (GWE) solutions to support Web Chat and Vidyo Interactions.  Both of these customer integration examples are for the Genesys Premier Financial Services (PFS) demo application within the Genesys demosrv.


eServices example

The eServices example customer integration extends the PFS Chat and Contact Us web pages. 

The Chat Web Page has additional buttons to allow the customer to request a video conference or join an offered video conference as indicated by the asterisks ().



The Contact Us web page has an additional link to allow the customer to request a video conference without a dependency on any other media type.


GWE example

Similarly, the PFS GWE example customer integration extends the chat capability using the existing Live Chat button and adds a Live Video button.



Genesys Framework

There are two subcomponents within the VidyoEngage for Genesys framework that support the VidyoEngage for Genesys Adapter. The Vidyo Server is required for Click-to-Vidyo; whereas, the Workspace Plug-in for Vidyo is required for the VidyoEngage for Genesys Adapter to support video conferencing.


Vidyo Server

The Vidyo Server supports Click-to-Vidyo by providing an interface that allows communication from the customer application to send a request to the VidyoEngage for Genesys framework. The Vidyo Server initiates the creation of a new Vidyo interaction that the VidyoEngage for Genesys framework routes to the Workspace. In addition, the Vidyo Server receives a guest link from the Workspace and forwards it to the customer application.

Although the Vidyo Server does not directly support High Availability (HA) on the front end, the communication flow may be managed by either a software or hardware load balancer. The load balancer would ensure subsequent requests from the same client are sent to the same Vidyo Server instance.

On the back end, the Vidyo Server does support HA to the Interaction Server to support a Primary and Backup Interaction Server in a Warm Standby configuration.

The Vidyo Server can be standalone on a server or it can share a server with other Genesys components.


Workspace Plug-in for Vidyo

The Workspace Plug-in for Vidyo supports all of the use cases by allowing the agent to create a video room and share its guest link with the customer applications via the VidyoEngage for Genesys Framework. The Workspace obtains Vidyo account credentials from Genesys Administrator (GA) configuration for authentication. It interfaces with the VidyoClient library to control the local devices. For video room creation and management, the Workspace interfaces with the VidyoWorks platform.


Use Case Dependencies

The components required are dependent upon the use cases needed for the solution. 

In the diagram below:

  • Black text indicates foundation or prerequisite solutions
  • Red text indicates components needed for the VidyoEngage for Genesys Adapter solution to support the use case

 

Communication

The method of communication depends on the media type.


Web Chat

No additional communication methods are required beyond the chat session established between the customer application and Workspace.  Whether using eServices or GWE, chat messages convey the requests and responses for a video conference.


Messages

Message:VidyoRequest

Sent by Customer application for a customer-initiated video conference.
or
Sent by Workspace for an Agent-initiated video conference.

Message:EndVideoRequest

Sent by Workspace to indicate the Agent has ended a video conference.

Message:<Guest Link>

Send by Workspace to allow Customer application to join a video conference.


Refer to Sequence diagrams for additional details.


Click-to-Vidyo

The Vidyo Server allows customer applications to open either a Web Socket or use a Rest API for communication to the Genesys framework. The successful Web Socket\Rest API connection triggers the Vidyo Server to initiate the creation of a Vidyo interaction using Orchestration Server (ORS) and Interaction Server (Ixn Server). The Vidyo Server attaches a Key Value Pair (KVP) acceptURL with the ORS session id to allow Workspace to respond with a guest link. The Vidyo interaction is placed into a Virtual Queue while waiting to be routed.

Routing configuration supports targeting a Workspace agent based on skills or membership in a specific agent group that supports Vidyo interactions. The Workspace receives the Vidyo interaction on its Vidyo openmedia channel in the same manner as a WorkItem, which is an EventInvite.  Upon accepting the Vidyo interaction, the Workspace uses the value of KVP acceptURL to post an HTTP message to ORS confirming acceptance.

Once the Workspace creates a video room, either automatically based on configuration or manually as selected by the agent, and receives a guest link from the VidyoWorks Platform, it then forwards the guest link. The Workspace does this by setting the value of KVP guestLinkURL to the guest link and posting another HTTP message to ORS.

The Vidyo Server now forwards the guest link over the Web Socket\Rest API connection to the customer application to allow the customer to join the video conference.

Refer to Sequence diagrams for additional details.

There is a 1:1 relationship between the Vidyo Server and ORS so that if there are multiple data centers, then there must be one Vidyo Server and one ORS in each data center.


With the release of VidyoEngage for Genesys version 1.1.0.0, the Vidyo Server accepts a Cancel request that it applies to the Vidyo Interaction. The Vidyo Server terminates the ORS session, and if the Vidyo Interaction:

  • Has not been accepted by an agent, the Vidyo Server submits a Stop Processing request to the Ixn Server.
  • Has been accepted by an agent, the Vidyo Server attaches KVP CancelVidyo=true for evaluation by Workspace. The Workspace reacts by presenting a notification to the agent. By default, this notification states the following: “The client has cancelled this request.”

With the release of VidyoEngage for Genesys version 1.2.0.0, ORS may be configured to support High Availability (HA).

Interface

A single function call from the customer application to the Vidyo Server handles the Web Socket\Rest API connection, triggers the Vidyo interaction, and handles the callback with the guest link.


Function

_gv.api.clickToVidyo(data, onSuccess, [, onFailure])



Parameters

data

Type: JSON String

With the release of VidyoEngage for Genesys version 1.0.1.0, UserData may optionally be included with the Click-to-Vidyo API call by providing a plain-text JSON-formatted object as argument data. This allows customer context to be included with the request. The Vidyo Server attaches the UserData as Key Value Pairs (KVP) within the UserData attribute of the newly created Vidyo interaction.


Example:

onSuccess: A callback function that is called when Guest Link is received.

Type: Function(Object guestLink)
 

onFailure: A callback function that is called when an error during a Guest Link request is encountered.

Type: Function(Object error)

As of Release 1.1.0.0, an optional parameter may be included in the error response and is expected to be set by the ORS Strategy.  The parameter name must be UserDataGenesys and its value can be any plain-text JSON-formatted string.  Vidyo Server returns this data to the Customer UI.
 

For example, the ORS Strategy may contain a response:

 

The customer user interface would receive message content:

With the release of VidyoEngage for Genesys version 1.1.0.0, another function call from the customer application to the Vidyo Server requests to cancel the Vidyo interaction.

Function

_gv.api.cancel() 

As mentioned previously, there are two possible outcomes:

  1. The Vidyo Server sends the Ixn Server a Stop Processing request.
  2. The Vidyo Server attaches KVP CancelRequest=true, which triggers the Workspace to present a notification to the agent.

 

Sequence Diagrams

Voice Escalation to Vidyo



Web Chat Escalation to Vidyo - Customer Initiates



Click-to-Vidyo

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