Prerequisites

Prior to the installation and configuration of this software, the following prerequisites should be considered:

  • Vidyo User Accounts (for agents)
  • Operating system specific
    • Linux root access
    • Windows administrator privileges
  • Third-party software deployed
    • Tomcat 8, 9 for ORS scripts
    • Tomcat 8, 9 for Web Widgets
    • Java 1.8
  • Firewall setting between
    • Customer Side (Web Widget) and Genesys
    • WDE agent network and VidyoWorks
  • Workspace desktop
    • .NET Framework 4.5 or 4.6
    • Workspace version 8.5.111.xx or 8.5.117.xx (see the "Installing the Workspace" section for more information)
  • Configuration of VidyoEngage for Genesys
    • Agent Roles (Can use Vidyo for Click-to-Vidyo; can use IM for Invite Expert)
    • Workspace out-of-box options
  • Feature specific
    • Voice escalation to Vidyo
      • Genesys T-Server SIP
    • Chat escalation to Vidyo
      • Genesys eServices and/or Web Engagement
    • Click-to-Vidyo
      • Genesys Orchestration Server (configured to route multimedia interactions)
      • Verified SSL certificate file for secured Vidyo Server communication (for test instance, a self-signed certificate is enough)

For detailed information about supported components versions, see the "Supported Components" section.
 

Licensing

The Vidyo Adapter is sold with a video license. This license is a technical license of open media interactions. For Click-to-Vidyo, it is necessary to have ics_custom_media_channel licenses. The number of these licenses is set using the interaction server options. If this license is missing, the agent is able to see the Vidyo channel, but is not able to log in. The license is included in the 3rd Party Video License for Vidyo Adapter sellable item.

The Invite Expert feature uses a SIP-based IM channel integrated to WDE. The WDE application must be IM channel enabled. The agent must be assigned with one voice seat DN license to be allowed to use IM. Seat DN licenses are controlled by the SIP Server option num-sdn-licenses. Without this license, the  agent will not be able to log in to the IM channel and will not be able to send invite expert requests.

More detailed information about Genesys licensing can be found in the Genesys Licensing Guide.


Supported Platforms

The specification of the systems and platforms for the Genesys Vidyo Adapter is governed by the product Out of Box specifications and direct software dependencies of the Adapter.

The Adapter has been evaluated with the following versions of software:

COMPONENT VERSION
VidyoClient 3.5.2.8
Operating System Server

Windows Server 2008 64-bit, CentOS 6.6

For the Genesys components, see the Genesys Supported
Operating Environment Reference Manual
.
Operating System Desktop Windows 7 64-bit, Windows 10 64-bit
Genesys Platform

CIM version 8

Interaction Server        8.5.100.18

Orchestration Server   8.1.400.45

TServer SIP 8.1
Web Browsers

Firefox 46

Chrome 42

Internet Explorer 11
Third Party to support Click-to-Vidyo

Apache Tomcat 8, 9

Java and JDK 8

Workspace Desktop Edition 8.5.117.xx, 8.5.111.xx
Vidyo Server

17.2.1.0

 

It is recommended to use the same specs as the small configuration referenced in the Genesys Hardware Sizing Guide for the Vidyo Server.


Tasks Summary

  1. Install the third-party software.

  2. Perform the Genesys Administrator (optionally CME) and GAX changes to framework:
    • Set vidyo media type.
    • Set new capacity rule (can be set with CME Resource Capacity Wizard plugin).
    • Set agent skill, group, Person object (agent, expert).

  3. Set Routing script web container and deploy scripts in GA:
    • Deploy web container (Tomcat).
    • Deploy routing scripts.
    • Configure routing scripts in GA.

  4. Deploy the Vidyo Server application object:
    • Deploy the application object.
    • Set connections and options.

  5. Deploy the WDE application object:
    • Configure open media channels.
    • Set the agent roles for vidyo and expert.

The Genesys software is normally installed in the GCTI folder. For Windows installations, create “C:\GCTI\vidyo”. For Linux distributions, create the “/opt/gcti/vidyo” folder. The server-side software will be located in these folders.

 

Installation Package Contents

The installation package contains multiple components to support the video conferencing feature.

Vidyo Server: VidyoServer_<release version>_<release date>.zip

  • VidyoServer-<release version>.jar
  • Configuration Files
    • config-server-user.properties
    • EnhancedRouting_VidyoApplications.default_vidyo.RouteToAgent.cfg
    • InteractionQueue_VidyoIxnQ.cfg
    • InteractionQueueView_VidyoIxnQ.VidyoInbound.cfg
    • InteractionSumitter_VidyoIxnQ.VidyoInbound.submitter.cfg
    • VidyoServer.apd
  • gaa-pass-util.jar


Workspace Plugin for Vidyo are two separate files for WDE release 8.5.111.xx and 8.5.117.xx:

WorkspacePlug-in_Vidyo_<release version>-<wde version>_<release date>.zip

  • Genesyslab.Desktop.Modules.CustomVidyo.dll
  • Genesyslab.Desktop.Modules.CustomVidyo.module-config
  • InteractionWorkspace.exe.config
  • VidyoClientDll.dll
  • ca-certificates.crt
  • ca-certificates-base.crt
  • GA Templates

WorkspacePlugin_Templates_<release version>_<release date>.zip (GA WDE application template)

ORSApp: 
ORSApp_<release version>_<release date>.zip (ORS routing application)


VidyoApplications:
VidyoApplications_<release version>_<release date>.zip (Composer project to modify ORS routing)


WebIntegrationSamples:
 

  • WebIntegration_Vidyo_<release version>_<release date>.zip (Standalone samples)
    • <release version> - is Vidyo plugin release
    • <wde version> - is target WDE version. Vidyo plugin included in this package is compiled and tested with this WDE version.

 

Third-Party Software Deployment

The information in this section assumes that the customer doesn’t provide a web container for ORS routing and Web Integration samples.

Before you begin, download the following:

ORS Tomcat

ORS tomcat will run the ORS application released with the Vidyo Adapter package (ORSApp_<release version>_<release date>.zip).

Windows

  1. Unzip the Tomcat binaries from apache-tomcat-9.0.0.M26.zip to C:\GCTI\vidyo\orsweb.

  2. Open orsweb\conf\server.xml:

    • Set shutdown port, port="9015" shutdown="SHUTDOWN"
    • Connector port="9010" protocol="HTTP/1.1"
    • Connector port="9019" protocol="AJP/1.3"

  3. Navigate to orsweb\bin:

    • Open the command line.
    • Execute startup.bat.

  4. Verify whether Apache Tomcat is running at http://<server>:9010.

<server> is the FQDN or hostname of the server that is running the Apache Tomcat container.

Linux

  1. Unzip the Tomcat binaries from apache-tomcat-9.0.0.M26.zip to /opt/gcti/vidyo/orsweb.

  2. Open orsweb\conf\server.xml:

    • Set shutdown port, port="9015" shutdown="SHUTDOWN"
    • Connector port="9010" protocol="HTTP/1.1"
    • Connector port="9019" protocol="AJP/1.3"

  3. Navigate to orsweb\bin:

    • Open the command line.
    • Execute startup.sh.

  4. Verify whether Apache Tomcat is running at http://<server>:9010.

Web Widgets Tomcat

The Apache Tomcat will run Sample widgets as a customer-side example integration.

Windows

  1. Unzip the Tomcat binaries from apache-tomcat-9.0.0.M26.zip to C:\GCTI\vidyo\websrv.

  2. Open websrv\conf\server.xml.

    • Set shutdown port, port="9025" shutdown="SHUTDOWN"
    • Connector port="9020" protocol="HTTP/1.1"
    • Connector port="9029" protocol="AJP/1.3"

  3. Navigate to websrv\bin:

    • Open the command line<./li>
    • Execute startup.bat.

  4. Verify whether Apache Tomcat is running at http://<server>:9020.

 

Linux

  1. Unzip the Tomcat binaries from apache-tomcat-9.0.0.M26.zip to /opt/gcti/vidyo/websrv.

  2. Open websrv\conf\server.xml:

    • Set shutdown port, port="9025" shutdown="SHUTDOWN"
    • Connector port="9020" protocol="HTTP/1.1"
    • Connector port="9029" protocol="AJP/1.3"

  3. Navigate to websrv\bin:

    • Open the command line.
    • Execute startup.sh.

  4. Verify whether Apache Tomcat is running at http://<server>:9020.

Java 8

Install Java into the operating system, if it is not there already. Verify whether Java is installed by opening the command line and typing java –version.

The expected response to the command line is the version of the Java package installed.

java version "1.8.0_121"

Java(TM) SE Runtime Environment (build 1.8.0_121-b13)

Java HotSpot(TM) 64-Bit Server VM (build 25.121-b13, mixed mode)

If your OS can identify that Java 1.8 is installed, it is not necessary to re-install it. Instead, perform the steps in the following subsections.

Windows

Create a C:\GCTI\java directory and install Java into it. For detailed information about how to perform the install procedure, refer to the Oracle documentation at https://docs.oracle.com/javase/8/docs/technotes/guides/install/windows_jdk_install.html#CHDEBCCJ.

Linux

Create a /opt/gcti/java directory and install Java into it. For detailed information about how to perform the install procedure, refer to the Oracle documentation at https://docs.oracle.com/javase/8/docs/technotes/guides/install/linux_jdk.html#BJFGGEFG.

 

Installing Routing Scripts

 

Deploying ORS Scripts

Navigate to the installation package folder “ORSApp”. Unzip the package and copy the “ORSApp” folder into the web container “webapps” deployed in the "ORS Tomcat" section above.

  1. For windows and Linux based installation is procedure the same. Navigate to web container installation folder /opt/gcti/vidyo/orsweb or C:\GCTI\vidyo\orsweb.

  2. Open the webapps folder.

  3. Unzip the content of ORSApp_<version>_<releasedate>.zip into the webapps folder.

  4. Start Tomcat ORS web container.

  5. Open a web browser (IE, Firefox, or Chrome).

  6. Navigate to http://<server>:9010/ORSApp/ors/src-gen/IPD_default_vidyo_RouteToAgent.scxml.

  7. Navigate to http://<server>:9010/ORSApp/ors/src-gen/IPD_default_defaultWorkflow.scxml.

The URLs executed in steps 6 and 7 must respond with SCXML structure into the browser window. The ORS will access these scripts during the Vidyo interaction routing. If these scripts are not accessible, routing will not work.

Sample results are shown in the following illustrations:

RoutingScriptSample1.png

 

RoutingScriptSample2.png

 

Change Interaction Routing (Optional)

The Genesys Composer project used to generate the scripts provided with the solution may be extended as needed.

  1. Locate the Composer .project file.

  2. Open Eclipse, which includes the Composer plugin (Composer version 8.1.410.14).

  3. Import the project as 'Existing Project into Workspace'.

  4. Use Workflows/RouteToAgent.workflow as the entry point to the strategy. From here the extension may begin.

  5. Once the new strategy is complete, compile the whole project (not just the RouteToAgent.workflow).

  6. Do NOT publish the IPD, but export the project as a .war file.

  7. Deploy the .war file on a web application server.

  8. Update the 'Enhance Routing Script' object to point to the new server.


Administrator Provisioning

The Genesys Administrator (Administrator) is the application used to enter provisioning data. This includes role-based access control and the data that controls the hierarchical provisioning levels of the application, tenant, agent group, and agent.

The provisioning data specified in this article pertains to the custom options only. There are additional OOB parameters that may be set to non-default values as needed, but are not represented here. Please refer to the VidyoEngage Genesys Product documentation for an all-inclusive list of the OOB parameters.


Framework Changes

The release files listed previously include the Application Template (*.apd) and configuration files (*.cfg) that must be uploaded and imported into Administrator after dependent objects are created.

Click-to-Vidyo requires changes to support a new media type of vidyo.


Add Media Type

To add a media type:

  1. Go to Routing/eServices > Business Attributes.

  2. Select Media Type > Attribute Values.

  3. Enter new Name = vidyo.

  4. Click Save.

     


Capacity Rules

Capacity rules may be modified to support the new media type and accept voice and chat interactions.

To modify capacity rules:

  1. Log in to GAX or use the Configuration Manager Resource Capacity Wizard.

  2. Go to Accounts > Capacity Rules.

  3. Select + to Add Capacity Rule.

  4. Set the name "capacity-voice-chat-vidyo".

  5. Click + to add media.

  6. Select vidyo from the list and click Ok.

  7. Select voice from the list and click Ok.

  8. Select chat from the list and click Ok.

    The final configuration will look like this:

    CapacityRule.png

 

Caution: The capacity rules must be set by the wizard or GAX only. Setting the value manually will cause issues during the interaction routing. That is, the interaction will not be delivered to the agent even if the agent is assigned the capacity rule.

 


Add a Virtual Queue

A virtual queue is an object for the new Interactions of media type vidyo to collectively wait to be routed.

To add a virtual queue, open GA and:

  1. Go to Switching > Switches > <Switch Name>.

  2. Select the DNs tab.

  3. New

    • Name = vq_vidyo
    • Alias = vq_vidyo_SIPSwitch

  4. Click Save.

    <Switch Name> is the name of the switch preconfigured in the Genesys system. It is required for Voice to Vidyo escalation. The agent must be able to handle inbound voice interactions.


Add a Skill

A new skill can be added for skills-based routing to agents.

To add a skill:

  1. Go to Accounts > Skills.

  2. New

    • Name = vidyo.

  3. Click Save.



Agent Configuration

Add a new Person object with Agent type and assign it with Access Group valid for other WDE-enabled agents.

To configure agents:

  1. Go to Accounts > Users.

  2. New

    • General Info:
      • First Name = Vidyo
      • Last Name = 1
      • Employee ID = vidyo01
      • User Name = vidyo01
      • Agent = checked (True)
      • State = checked (Enabled)
    • Agent Info:
      • Capacity Rule = capacity-voice-chat-vidyo
      • Skill = vidyo, Level = 5
      • Agent logins = <Switch-Login-Id>
    • Member of:
      • <WDE-access-group>

  3. Make agent vidyo01 a registered Vidyo portal user. Set agent Annex with section vidyo.

    • Option username=<vidyoportalusername>
    • Options password=<vidyoportalpassword>

  4. Click Save.


<Switch-Login-Id> - Switch login ID must be assigned for voice to vidyo escalation. Agent must be able to log in to voice channel and handle inbound voice interactions.

<WDE-access-group> - Access group for agents who are enabled to use WDE application for inbound vice and chat channels.

<vidyoportalusername> - Username that is configured at the Vidyo portal to be used with Adapter.

<vidyoportalpassword> - Password for an agent.

Each agent must have their account configured at the Vidyo portal.


Agent Group

An Agent Group object can be a target for the new Interactions of media type vidyo. The Vidyo Interactions may be routed to Agents in this group.

To add an agent group:

  1. Go to Accounts > Agent Groups.

  2. New

    • Name = AgentGroupVidyo (example)

  3. Add Agent vidyo01 to the Agent Group.

  4. Click Save.


Vidyo Server

The Vidyo server has its own application object. The server connects to the application object at startup to read the configuration and set up the Vidyo interface services.


Add the Application Template

To add the application template:

  1. Copy the template from the package contents to the GA server.

  2. Go to Environment > Application Templates.

  3. Go to Task > Create > Upload Template.

  4. New

    • Add
    • Select VidyoServer.apd

  5. Click Save.


Add an Application

A VidyoServer Application object uses the new template to define the options.

To add an application:

  1. Go to Environment > Applications.

  2. Click New.

  3. General

    • Name = VidyoServer
    • Template = VidyoServer
    • Connections > Add
      • Interaction Server
      • Orchestration Server
      • Solution Control Server

  4. Server Info

    • Tenants = <Tenant Name>
    • Host = <Server-Host-Name>
    • Listening Ports
      • Add
        • Default = 9030
        • https = 9032
    • Working Directory = <*>
    • Command Line = <*>

  5. Click Save.

    Note that <*> are not used by the server, but must contain any information for the enable application object to be saved to the configuration database. Insert “.” (dot) as a fake application option value and save the application object.




Vidyo Server Options

Section service.click-to-vidyo

OPTION COMMENTS
 _external_url http://<server>:9010/ORSApp/ors/src-gen/IPD_default_defaultWorkflow.scxml
 _ors http://<ors-server>:<http-port>
 _queue vq_vidyo_SIPSwitch
_target ?:(vidyo>1)@<stat-server>.GA
_hide_KVP_values False
_agent_reserve_timeout

30

_media_type Vidyo
_ttl 3600


_external_url - URL of the ORSApp workflow (IPD_default_defaultWorkflow.scxml).

_ors – configuration of ORS http port. This option overrides the setting of “Connections” if required. To find <http-port> or ORS, navigate to ORS application object > Configuration > Server Info > Listening Ports. Read port with ID = http.

_target – low-level routing expression. The explanation of items are ?:(skill-name>skill-level)@<stat-server>.GA

  • <skill-name> - name of skill assigned to vidyo agent
  • <Skill-level> - minimum skill level that meets interaction routing criteria
  • <stat-server> - name of statistical server application object name used by URS for routing vidyo interactions to an agent
  • .GA – internal URS identifier for group of agents
  • The target expression “?:(vidyo>1)@StatServerNameHere.GA” translated to human language means: “Select Group of Agents with skill vidyo more than 1, monitored by statistical server with name StatServerNameHere”

_agent_reserve_timeout – target selection timeout, ORS is looking for available agent for 30 seconds. On expire, it will respond to Vidyo server with no available agents error. 


Section General

ixnQueue=VidyoIxnQ, queue from the "Adding the Interaction Queue" section.

Section Log

log_file = c:\logs\vidyo\vidyoserver.log

log_level = DEBUG

log_max_file_size = 10MB

log_num_backups = 10

log_psdk = true

For Linux deployments, use e.g. /tmp/log/genesys/vidyo/vidyoserver.log.

Here is an example configuration:

Optionstab.png

 

Routing Changes

For the Click to Vidyo use case, it is necessary to deploy ORS-based routing scripts.

Configuring Scripts in GA

A collection of scripts support simple routing of the Vidyo Interactions. It is recommended that all scripts be created under a common folder entitled "Vidyo".

The options are provided as *.cfg files that may be imported into GA.


Add the Interaction Queue

To add the interaction queue:

  1. Copy the configuration files from the package contents to the GA server.

  2. Go to Environment > Scripts.

  3. New Folder

    • Name=Vidyo (example)

  4. Select new folder Vidyo.

  5. New

    • Name=VidyoIxnQ
    • Type=Interaction Queue

  6. Click Save.

  7. Select the Options tab.

  8. Import

    • Select configuration file InteractionQueue_VidyoIxnQ.cfg

  9. Click Save.


Add the Interaction Queue View

To add the interaction queue view:

  1. Go to Environment > Scripts.

  2. Select the new Vidyo folder.

  3. New

    • Name=VidyoIxnQ.VidyoInbound
    • Type=Interaction Queue View

  4. Click Save.

  5. Select the Options tab.

  6. Import

    • Select configuration file InteractionQueueView_VidyoIxnQ.VidyoInbound.cfg

  7. Click Save.


Add the Interaction Submitter

To add the interaction submitter:

  1. Go to Environment > Scripts.

  2. Select the new Vidyo folder.

  3. New

    • Name=VidyoIxnQ.VidyoInbound.submitter
    • Type=Interaction Submitter

  4. Click Save.

  5. Select the Options tab.

  6. Import

    • Select configuration file InteractionSumitter_VidyoIxnQ.VidyoInbound.submitter.cfg

  7. Click Save.


Add Enhanced Routing

To add enhanced routing:

  1. Go to Environment > Scripts.

  2. Select the new Vidyo folder.

  3. New

    • Name=VidyoApplications.default_vidyo.RouteToAgent
    • Type=Enhanced Routing

  4. Click Save.

  5. Select the Options tab.

  6. Import

    • Select configuration file EnhancedRouting_VidyoApplications.default_vidyo.RouteToAgent.cfg

  7. Click Save.

  8. Set the Configuration tab

    • Orchestration > URI
      http://<server>:9010/ORSApp/ors/src-gen/IPD_default_vidyo_RouteToAgent.scxml
    • Orchestration > Parameters
    • Add
OPTION VALUE AND COMMENT
ors_url

http://<ors-server>:<http-port>

 

<server> - URI configuration is routing script configuration; ORS will execute this script.

<ors-server> - Hostname of ORS server; ORS application object connected with VidyoServer.

<http-port> - ORS http port; ORS application object connected with VidyoServer.



Workspace Desktop

The application template and metadata must be uploaded and imported into Administrator. Out of box GA configuration must be updated with new Role Custom Privilege: Custom – Can Use Vidyo. The new role is included in the application metadata XML file; therefore, the template and metadata xml files are used to create the Application.

  • Workspace_Desktop_Edition_*851.apd
  • Workspace_Desktop_Edition_*851_Custom.xml
     

Note that the * indicates there are multiple versions of the files. They are distinguished by the SIP Endpoint support that is needed.


Add an Application Template

To add an application template:

  1. Copy the templates from the package contents to the Administrator server.

  2. Go to Environment > Application Templates.

  3. Go to Task > Create > Upload Template.

    • Add
    • Workspace_Desktop_Edition_*851.apd
    • Name=Workspace_851_Vidyo

  4. Import Metadata.

    • Add
    • Workspace_Desktop_Edition_*851.Custom.xml

  5. Click Save.


Add a Workspace Desktop Application

A Workspace application object defines the option values and connections to the VidyoEngage for Genesys components.

To add the workspace desktop application: 

  1. Go to Environment > Applications.

  2. New

    • Name=Workspace_Vidyo
    • Template= Workspace_851_Vidyo
    • Connections > Add
      • Contact server or proxy
      • Interaction server
      • SIP server
      • Stat server

  3. Click Save.


The Step 2c “Connections” must be set with connections to the existing and pre-installed server at the customer premise. The names of the applications are custom set by the person who installed the Genesys solution at customer premise.

The following illustration shows an example configuration:

WorkspaceDesktopExampleConfig.png

All connections on the Workspace application may be set as follows:   

  • Connection Protocol=addp
  • Local Timeout=60
  • Remote Timeout=60
  • Trace Mode=Trace on Client Side

Logging

The OOB Workspace and the Workspace Plugin for Vidyo share the same log file. The traces are interleaved in support of easier debugging to avoid manual timestamp correlation.

The VidyoClient library produces its own log file and is located at the default location of the Workspace log files which is: $Application.RootApplicationData$\log\InteractionWorkspace\logs.

 

Roles and Privileges

The Workspace Plugin DLL is loaded based on a custom privilege. The privilege must be set to 'Allowed' so that the agent can have access to the Workspace Plugin features.


Create a New Role

To allow agent use of Vidyo channel functionality, it is required to set a new agent role.

To create a new role:

  1. Go to Accounts > Roles.

  2. New

    • Configuration
      • General
        • Name=Vidyo_channel
        • State=(checked) Enabled
      • Members
        • Users
          Add: vidyo01

    • Configuration
      • Add/Remove Products
        • Workspace=checked
      • Custom - Can Use Vidyo=Allowed
      • Workitem Privileges (see the "Workitem Privileges" section)

  3. Click Save.

The following illustration shows the configuration of a role privilege:

RolePrivilegeEx.png
 

Workitem Privileges

Workspace processes the Vidyo interaction type as a Workitem, which allows it to use the applicable Workitem privileges of the following:

  • Workitem – Can Decline
  • Workitem – Can Mark Done
  • Workitem – Can 1-Step Transfer
  • Workitem – Can Set Interaction Disposition
  • Workitem – Can Use Workitem Channel

The "Workitem – Can move to Workbin" privilege should be left as Unassigned since use of Workbins is not valid for Vidyo Interactions.


Workspace Option Dependency

To show the new media type of Vidyo in the Workspace requires a channel specification:

  • openmedia.workitem-channels = vidyo

 

If other custom media types are already specified in this option, add vidyo into comma separated list.

 

Invite Expert Configuration

Invite expert requires additional configuration of the agent Person object and the Genesys extension.

The agent must be ready to handle IM channel messages.

To configure invite expert:

  1. Create a new role in GA Accounts > Roles.

  2. New

    • Configuration
      • General
        • Name=Vidyo_IM
        • State=(checked) Enabled
      • Members
        • Users
          Add: vidyo01

    • Role Privileges
      • Add/Remove Products
        • Workspace=checked
      • Instant Messaging - Can Make
      • Instant Messaging - Can Use Instant Messaging Channel
      • Instant Messaging - Can Release

  3. Click Save.

  4. Assign a login ID in to user vidyo01.

  5. Go to Accounts > Users > vidyo01.

    • Agent Info
      • Agent Logins
        • Add loginID from switch defined in WDE connections

  6. Click Save.

  7. Configure vidyo-expert-01 agent.

  8. Go to Accounts > Users and create a new user.

  9. When user vidyo-expert-01 is created, open the agent Annex and delete the section "vidyo".

  10. Insert section interaction-workspace

    • Option custom.vidyo-join-conference-guest=true

 

The Expert role from the Vidyo point of view is the agent capable of using the Genesys IM channel. The agent has no Vidyo Tenant and Portal setting and is always joining the conference as non-registered vidyo user.

 


Configuration Options Reference

All Workspace options follow the same Out Of Box (OOB) Workspace provisioning hierarchy and may be set at any of the listed provisioning levels in the Genesys Administrator (GA) when specified in Section=interaction-workspace.

This section identifies all of the custom options that may be set at the application, tenant, agent group, or agent level.  

Section = interaction-workspace

Option Description Valid Default
custom.kvp-values-hidden Don’t log KVP values if set to true.  True/False  True

custom.resize-delay-interval

 

Note: Added with the release of VidyoEngage for Genesys version 1.0.1.0.

Modified max and default values with the release of VidyoEngage for Genesys version 1.2.0.0.
Time in milliseconds Workspace will wait before allowing another video frame resize request to be sent to the VidyoClient to avoid flooding with frequent events. 50 -5000 1000

custom.vidyo-agent-extension

Used to create Room URL and is the suffix to all video room names. 

Should be unique per Agent. 

If not set, Agent EmployeeID is used if it is a numeric value.

Otherwise, a random number is generated and used.
Numeric string N/A

custom.vidyo-allow-content-sharing

Allows the agent to share desktop content from the list of executing applications.

True/False True

custom.vidyo-allow-remote-content-sharing 

Note: Added with the release of VidyoEngage for Genesys version 1.2.0.0.

Allows the agent to view customer shared remote content within the Workspace. True/False True 

custom.vidyo-allow-desktop-sharing 

Note: Added with the release of VidyoEngage for Genesys version 1.1.0.0.

Allows the agent to share the entire desktop from the list of sharing selections.

Dependency:  Only evaluated if option is used

custom.vidyo-allow-content-sharing =True.
True/False False
custom.vidyo-block-failed-recording


Note: Added with the release of VidyoEngage for Genesys version 1.1.0.0.

Automatically block/stop video conference if the recording failed to start or if it fails during an active conference.

Note: Only relevant if custom.vidyo-start-recording = true.

Present Notification to Agent upon recording failure-

  • True: Error Notification
  • False: Warning Notification
True/False False

custom.vidyo.cancel-message 

Note: Added with the release of VidyoEngage for Genesys version 1.1.0.0.
Text to show in the notification to the agent whenever a Vidyo interaction is cancelled by the customer using the Vidyo Server Cancel API. Any String The client has cancelled this request.

custom.vidyo-device-selection 

Note: Added with the release of VidyoEngage for Genesys version 1.1.0.0.

Specify which component determines the device selection.  Devices include camera, microphone, and speaker. Vidyo, system  Vidyo

custom.vidyo-global-tenant

Used to create Room URL and is the prefix to all video room names. Numeric string N/A

custom.vidyo-join-conference-guest 

Note: Added with the release of VidyoEngage for Genesys version 1.2.0.0.

Allows Agents to share a Vidyo account.  

  • False: Do not share a Vidyo account.  Display Name is whatever is defined within Vidyo account definition and is the same for all Agents using the account.

  • True: Share a Vidyo account.  Display Name is Agent’s “FirstName LastName” and should vary per Agent even though sharing the Vidyo account.
True/False False

custom.vidyo-join-mute

When joining a conference, begins with muted video for the agent.

True/False True

custom.vidyo-mark-done-on-release

Automatically closes the interaction window upon the agent ending a Vidyo interaction.

True/False False

custom.vidyo-portal-URI

URI to Vidyo platform. 

Example:  http://Genesys.sandboxga.vidyo.com

Any string <none>

custom.vidyo-recording-quality 

Note: Added with the release of VidyoEngage for Genesys version 1.1.0.0.

Specifies the quality of the recording that dictates which available recorder to use.

basic, standard, high, voice

basic

custom.vidyo-request-auto

The Workspace automatically creates and joins the agent to a video conference upon receiving a customer Vidyo request. 

If set to False, the Workspace presents a notification to the agent and the agent must manually start the video conference.

True/False

False

custom.vidyo-shutdown-delay 

Note: Added with the release of VidyoEngage for Genesys version 1.1.3.0.

Time in seconds to allow the VidyoClient library to shutdown and deinitialize devices before stopping. 1 – 10 2

custom.vidyo-start-recording 

Note: Added with the release of VidyoEngage for Genesys version 1.1.0.0.

Automatically starts recording all video conferences. True/False True

custom.vidyo-use-proxy

Uses VidyoProxy configured on the Vidyo account. True/False False

custom.vidyo.client.
log-file-name

Note: Added with the release of VidyoEngage for Genesys version 17.2.1.

VidyoClient log file absolute path Path to log file (c:\Logs\
VidyoClientDebug
\VidyoTest_)
Current WDE log folder with suffix VidyoClient_ as file name

custom.vidyo.client.
log-file-segments

Note: Added with the release of VidyoEngage for Genesys version 17.2.1.

Number of segments for log rotation Positive integer 5

custom.vidyo.client.
log-file-size

Note: Added with the release of VidyoEngage for Genesys version 17.2.1.

One log file segment size. Valid values are integer in bytes or number with suffix kB, MB.    500kB

custom.vidyo.client.
log-level-categories

Note: Added with the release of VidyoEngage for Genesys version 17.2.1.

VidyoClient log categories  warning all@App debug@AppEvents warning all@App debug@
AppEvents 

custom.vidyo-recording-system

Name of Workspace desktop application object section with SIP recorder settings.

For more information, see the following section, "Configuring SIP Recording Sections".

Comma separated list of section names Empty


Section = vidyo

Option Description Valid Default

password 

Note: Added with the release of VidyoEngage for Genesys version 1.1.2.0.
Virtual room global password shared by all agents. Any string <none>

username 

Note: Added with the release of VidyoEngage for Genesys version 1.1.2.0.

Virtual room global username shared by all agents. Any string <none> 

 

Both options must be set within section=vidyo at the same level only and must be lower case.


Configure SIP Recorder Sections

Section = recording system identifier (added in the release of VidyoEngage for Genesys version 17.2.1)

Option Description Valid Default

name

Name of the recorder in Connected to Vidyo portal; name will be part of invite response. String Section name

address

IP address of recording system. IP address None

audio-prefix

Audio prefix of the recording system configured at the VidyoGateway. Integer None

recorder-identifier-voice

Identifier of the recording system for voice interactions. Overrides the recorder-identifier option. dn, username, employeeid, name, vidyoextension name

recorder-identifier-eservices

Identifier of the recording system for eservices interactions. Overrides the recorder-identifier option. dn, username, employeeid, name, vidyoextension name

recorder-identifier

Identification of the recording system within the Vidyo configuration. The name must match the endpoint invite response to detect if the recording system joined the session. dn, username, employeeid, name, vidyoextension name
invite-recorder-timeout

 

Timeout for invite recorder event. Positive integer 30

interaction.
parameters.
voice-to-vidyo

Interaction userdata to be mapped to INVITE recorder request. Comma-separated list of strings CallUUID

interaction.
parameters.
chat-to-vidyo

Interaction userdata to be mapped to INVITE recorder request. Comma-separated list of strings Interactionid

interaction.
parameters.
click-to-vidyo

Interaction userdata to be mapped to INVITE recorder request. Comma-separated list of strings Interactionid

custom.vidyo-
block-failed-
recording

Stop conference if recording invite fails. True/False False

custom.vidyo-
start-recording

Start recording when agent joins conference. True/False False

agent-notifications

Send agent notifications to WDE. The settings allow the agent to see whether the recording system joined the session. True/False False


The following screenshot shows a sample recording configuration (vidyo-recording-system=list of sections):
RecordingConfig_1.png

The following screenshot shows a sample rec1 and rec2 configuration:
RecordingConfig_2.png


The # prefix in the Options column is used to disable these options temporarily. The name of the option must match the exact definition described in the documentation; otherwise, it will not be accepted.



Installing the Vidyo Server

The vidyo server is a Java application without installation scripts. The installation and startup begin by unzipping the installation package into the desired folder and running the startup script.

The server itself is running on top of embedded Tomcat worker.

Vidyo Server Binaries

On Windows, copy the VidyoServer-<release version>.zip Vidyo Server jar file to the C:\GCTI\VidyoServer target directory. Extract all files.

On Linux, copy the VidyoServer-<release version>.zip Vidyo Server jar file to the /opt/gcti/vidyo/vidyoserver target directory. Extract all files.


Creating the Keystore File for Tomcat

The Keystore of Tomcat is required for https communication. For testing purposes, it is possible to create a self-signed certificate keystore. This keystore will then be set into the startup command of the VidyoServer.

The self-signed certificate can be produced by the Java keytool command. More information about the tool can be found here: https://docs.oracle.com/javase/8/docs/technotes/tools/unix/keytool.html.

 

For the production environment, it is required to use a certificate validated by a Certificate Authority such as Verisign or GoDaddy.

 

To create the Keystore file for Tomcat:

  1. Navigate to the JDK bin directory.

  2. Execute keytool-genkey-alias tomcat-keyalg RSA-keystore keystore.jks.

    • At the prompts, enter the default values.
    • When prompted for the password, use "changeit".

  3. Copy the new keystore.jks file to the VidyoServer installation folder or reachable by VidyoServer.

    • Windows directory C:\GCTI\vidyo\vidyoserver
    • Linux directory /opt/gcti/vidyo/vidyoserver

The keystore location is controlled by startup option “--server.ssl.key-store”. More details about startup see in chapter Start Vidyo Server from Command Line.

Windows and Linux Java keystore generate procedure doesn't differ.

 

Encrypting the Configuration Server Password

The Vidyo Server installation comes with the configuration file config-server-user.properties. It allows use of customized credentials to log in to the configuration server. The default is the “default” user with the default password set. By using the configuration file, the username can be changed and the password will be encrypted.

The following files from the VidyoServer zip file are required:

  • gaa-pass-util.jar
  • config-server-user.properties

To create a configuration server encrypted password:

  1. Open the command window.

  2. Execute the password utility with syntax-java-jar gaa-pass-util.jar <password plain text>
    The output is the encrypted password.

    For Example:
    java-jar gaa-pass-util.jar password

    Outputs:
    "password" > "+3Ir7ICPbZWcwUodfTKbtMw=="

  3. Copy the output within quotes (e.g. +3Ir7ICPbZWcwUodfTKbtMw==) to the password value field within the properties file.

  4. Copy the properties file to the Vidyo Server executing directory.

  5. Restart the Vidyo Server.

<path-to-JDK> - the path to the Java development kit.

<password plain text> - the password configured for the user in the Genesys configuration server. 

Starting the Vidyo Server from the Command Line

Navigate to Vidyo Server installation folder and use the following command line to start the Vidyo Server:

start <JDK bin directory>\java -Dfile.encoding=UTF-8 -jar VidyoServer-<version>.jar
--host="<cfg_p_ip_address>" --port="<cfg_p_port>" --host_standby="<cfg_b_ip_address>" --port_standby="<cfg_p_port>"
--server.port="9032" --server.ssl.key-store="<absolute-path-to-keystore>"
--custom.tomcat.connector.http.port="9030"

 

Different ports are used for HTTP and HTTPS. Set the ports the same as configured in the application object from the "Adding an Application Template" section.


<JDK bin directory> - is the Java JDK directory

<cfg_p_ip_address> - is the IP address of Genesys configuration server primary

< cfg_p_port> - is the port of the Genesys configuration server primary

<cfg_b_ip_address> - is the IP address of the Genesys configuration server backup

< cfg_b_port> - is the port of the Genesys configuration server backup

<absolute-path-to-keystore> - is the path to the generated keystore

 

Creating a Windows Startup File

Create the file VidyoServer.bat and paste options below to it:

<JDK bin directory>\java -jar VidyoServer-<version>.jar --host="<cfg_p_ip_address>" --port=
"<cfg_p_port>" --host_standby="<cfg_b_ip_address>" --port_standby="<cfg_b_port>"
--custom.tomcat.connector.http.port="9030" --server.port="9032" --server.ssl.key-store="<absolute-path-to-keystore>"

Creating a Linux Startup File

Create the file vidyoserver.sh and paste the options below to it:

<JDK bin directory>\java -jar VidyoServer-<version>.jar --host="<cfg_p_ip_address>"
--port="<cfg_p_port>" --host_standby="<cfg_b_ip_address>" --port_standby="<cfg_b_port>"
--custom.tomcat.connector.http.port="9030" --server.port="9032" --server.ssl.key-store="<absolute-path-to-keystore>"

 

Starting the Vidyo Server as a Service

Create a Windows Service to control the Vidyo Server application.

Add a Service with Windows

To add a service with Windows:

  1. If the VidyoServer.bat file is not created yet, create it as described in the previous section.

  2. Open the command window as a user Administrator.

  3. Run the nssm install "VidyoServer" command.

  4. Do the following if nssm is not installed:
    • Download it from http://nssm.cc/download.
    • Extract it in a folder.
    • Navigate to the {extracted folder}\win32\ or {extracted folder}\win64\ in the command window.
    • Run the nssm install "VidyoServer" command.

  5. For "Path", browse and select the VidyoServer.bat with full path.

  6. Press the [Install Service] button.
    New services will appear in Windows services.

 

Adding a Service with Linux

It is not necessary to install Linux service. The startup command just needs to be changed to run after console is closed. Do one of the following:

  • Add a & sign at the end of visyoserver.sh command.
  • Run ./vidyoserver.sh & from the Linux terminal.

The process will remain started after the console is closed. It is possible to check if the process is running by executing ps –ef | grep vidyo command.


Installing the Workspace

The Workspace may be deployed as either a ClickOnce package or as a local installation.The workspace desktop plugin installation package contains the Vidyo plugin along with the tested WDE versions 8.5.111.xx and 8.5.117.xx. Consult with the Vidyo Support team prior to installing the Vidyo plugin with any other WDE versions that may differ from the supported WDE versions noted above.

CAUTION: If deploying a Workspace version other than 8.5.111.xx or 8.5.117.xx, the Vidyo section at the end of the interactionWorkspace.exe.config file must be manually merged into the newer version of the file.


Installing the Workspace Using ClickOnce

ClickOnce is a Microsoft technology that enables the user to install and run a Windows-based smart client application by clicking a link in a web page. ClickOnce is a component of Microsoft .NET Framework 2.0 and later, and supports deploying applications made with Windows Forms or Windows Presentation Foundation. For more information about deployment with ClickOnce, see https://msdn.microsoft.com/en-us/library/142dbbz4(v=vs.90).aspx.

The information below supplements the Workspace Deployment Guide instructions.

To install the Workspace using ClickOnce:

  1. Copy the following files into the execution directory for the Workspace:

    • Desktop.Modules.CustomVidyo.dll
    • Desktop.Modules.CustomVidyo.module-config
    • InteractionWorkspaceexe.config
    • VidyoClientDll.dll
    • ca-certificates.crt
    • ca-certificates-base.crt
    • Create a Languages folder is none exists and copy Genesyslab.Desktop.Modules.CustomVidyo.en-US.xml to it

  2. Follow the ClickOnce deployment procedure in the Workspace Deployment Guide.

  3. Package the Information pane by selecting the Add custom files checkbox on the Customization page.

  4. Add the Custom Files pane.

  5. Select the newly added custom files from the Workspace execution directory.

  6. Continue with the ClickOnce deployment procedure.

 

Installing the Workspace Locally

  1. Find your local WDE installation folder and backup if it already exists.

  2. Copy the following files into the execution directory for the Workspace:

    • Genesyslab.Desktop.Modules.CustomVidyo.dll
    • Genesyslab.Desktop.Modules.CustomVidyo.module-config
    • InteractionWorkspace.exe.config (or merge manually if the WDE version is different from the target in the release package)
    • VidyoClientDll.dll
    • ca-certificates.crt
    • ca-certificates-base.crt
    • create a Languages folder is none exists and copy Genesyslab.Desktop.Modules.CustomVidyo.en-US.xml to it

  3. Run the WDE and check whether the Vidyo Dll plugin was loaded successfully.

  4. Locate the WDE startup log file and search for the “INFO dows.LoginController - Module CustomModuleVidyo initialized” string.

 

Installing the Web Widgets

The sample widgets are located in the “WebIntegrationSamples” folder. The file contains standalone widgets developed by Vidyo for installation at a clean application server.

 

Web Widgets

The files are released in a package starting from release 17.2.1 “WebIntegration_Vidyo_17.2.1.0_09112017.zip” and later support Standalone samples.

Unpack the content of file “WebIntegration_Vidyo_17.2.1.0_09112017.zip” into a temporary folder. It will contain:

  • webclient_rest_simple.war (simple RESTFull click to Vidyo web widget sample)
  • webclient_websocket.war (websocket click to Vidyo web widget sample)
  • webclient_rest.war (RESTFull click to Vidyo web widget sample)
  • chattovidyo.war (WEB-API based chat to Vidyo widget sample)

Select the desired application sample and deploy it to Apache Tomcat.

Windows

Click to Vidyo REST and REST Simple

  1. Navigate to the web apps folder C:\GCTI\vidyo\websrv\webapps.

  2. Copy the webclient_rest.war into C:\GCTI\vidyo\websrv\webapps.

  3. Navigate to C:\GCTI\vidyo\websrv\bin.

  4. Run the startup.bat file in the command line.
    The startup sequence must show both war packages deployed successfully to the webapps Tomcat folder.

    Widgetswebappstomcat.png

  5. After Tomcat is started and the web application is deployed, navigate to C:\GCTI\vidyo\websrv\webapps\webclient_rest\ js\ve4gclick.js.

  6. Find var _server_service_uri="https://<server>:<port>/VidyoServer/service/".

  7. Open a web browser and navigate to http://<websrvhost>:9020/webclient_rest.
    The expected result is a test web client application as shown below.

VidyoRESTresult.png 

<server> - vidyo server hostname

<port> - vidyo server port http (9030) or https (9032)

<websrvhost> - web server hostname

 

Click to Vidyo WEBSOCKET

  1. Navigate to the web apps folder C:\GCTI\vidyo\websrv\webapps.

  2. Copy the webclient_websocket.war into C:\GCTI\vidyo\websrv\webapps.

  3. Navigate to C:\GCTI\vidyo\websrv\bin.

  4. Run the startup.bat file in the command line.

  5. After Tomcat is started and the web application is deployed, navigate to C:\GCTI\vidyo\websrv\webapps\webclient_websocket\ js\ve4gclick.js.

  6. Find var _server_uri="https://<server>:<port>/VidyoServer".

  7. Open a web browser and navigate to http://<websrvhost>:9020/webclient_websocket.
    The expected result is a test web client application as shown below.

 VidyoWEBSOCKETresult.png

Chat to Vidyo

  1. Navigate to the web apps folder C:\GCTI\vidyo\websrv\webapps.

  2. Copy the chattovidyo.war into C:\GCTI\vidyo\websrv\webapps.

  3. Navigate to C:\GCTI\vidyo\websrv\bin.

  4. Run the startup.bat file in the command line.

  5. After Tomcat is started and the web application is deployed, navigate to chattovidyo\WEB-INF\classes\WebAPIServer.properties and set the webapi interface properties:
    • webAPISrvHost=<webapihost>
    • webAPISrvPort=<webapiport>
    • webAPICntxPath=<webapicntxpath>

  6. Save the file.

  7. Stop Tomcat by executing shutdown.bat in the C:\GCTI\vidyo\websrv\bin folder.

  8. Stop Tomcat by executing startup.bat in the C:\GCTI\vidyo\websrv\bin folder.

  9. Open a web browser and navigate to http://<websrvhost>:9020/chattovidyo.
    The expected result is a test web client application as shown below.

 VidyoCHATresult.png

Linux

Click To Vidyo REST and REST Simple

  1. Navigate to the web apps folder /opt/gcti/vidyo/websrv/webapps.

  2. Copy the webclient_rest.war into /opt/gcti/vidyo/websrv/webapps.

  3. Navigate to /opt/gcti/vidyo/websrv/bin.

  4. Run the startup.sh file in the command line.

  5. After Tomcat is started and the web application is deployed, navigate to /opt/gcti/vidyo/websrv/webapps/webclient_rest/js/ve4gclick.js.

  6. Find the var _server_service_uri="https://<server>:<port>/VidyoServer/service/".

  7. Open a web browser and navigate to http://<websrvhost>:9020/webclient_rest.
    The expected result is a test web client application as shown below.

VidyoRESTresultLinux.png

<server> - vidyo server hostname

<port> - vidyo server port http (9030) or https (9032)

<websrvhost> - web server hostname

 

Click to Vidyo WEBSOCKET

  1. Navigate to the web apps folder /opt/gcti/vidyo/websrv/webapps.

  2. Copy the webclient_websocket.war into /opt/gcti/vidyo/websrv/webapps.

  3. Navigate to /opt/gcti/vidyo/websrv/bin.

  4. Run the startup.sh file in the command line.

  5. After Tomcat is started and the web application is deployed, navigate to /opt/gcti/vidyo/websrv/webapps/webclient_websocket/js/ve4gclick.js.

  6. Find var _server_uri="https://<server>:<port>/VidyoServer".

  7. Open a web browser and navigate to http://<websrvhost>:9020/webclient_websocket.
    The expected result is a test web client application as shown below.

 VidyoWEBSOCKETresultLinux.png

Chat to Vidyo

  1. Navigate to the web apps folder /opt/gcti/vidyo/websrv/webapps.

  2. Copy chattovidyo.war into /opt/gcti/vidyo/websrv/webapps.

  3. Navigate to /opt/gcti/vidyo/websrv/bin.

  4. Run the startup.sh file in the command line.

  5. After Tomcat is started and the web application deployed, navigate to chattovidyo\WEB-INF\classes\WebAPIServer.properties and set webapi interface properties:
    • webAPISrvHost=<webapihost>
    • webAPISrvPort=<webapiport>
    • webAPICntxPath=<webapicntxpath>

  6. Save the file.

  7. Stop Tomcat by executing shutdown.sh in the /opt/gcti/vidyo/websrv/bin folder.

  8. Stop Tomcat by executing startup.sh in the /opt/gcti/vidyo/websrv/bin folder.

  9. Open a web browser and navigate to http://<websrvhost>:9020/chattovidyo.
    The expected result is a test web client application as shown below.

VidyoCHATresultLinux.png

Installation Start/Stop

The solution start and stop consists of starting dependencies at the Genesys side and the perform start of the Vidyo adapter components.

Prerequisites

The prerequisites must be prepared by Genesys experts at the customer side. This documentation doesn’t provide instructions on how to deploy all the Genesys dependencies.

  1. Started Genesys Components

    • IXN server
    • URS
    • ORS
    • Chat
    • Stat Server
    • WEB-API server
    • UCS
    • TServer SIP

  2. Open media ORS solution must be configured to route multimedia interactions with URS.

  3. Click to Vidyo solution is configured with Vidyo Server.

  4. Chat to Vidyo application is deployed and configured to connect to the web-api server.

  5. Agents are configured to handle vidyo, voice, and chat interactions.

Vidyo Server

Windows

Vidyo Server Windows Service

If the Vidyo Server configured as a Windows service, go to services and find the service named VidyoServer. Start the Vidyo Server service and check the log file created after the Vidyo Server service is started successfully.

Stop the Vidyo Server by stopping the corresponding service.

Vidyo Server Command Line

Starting the Vidyo Server from the command line is done by executing a prepared bat file. The Vidyo Server does write console startup logs before it is connected to the Genesys configuration server platform. If something is going wrong in the early startup phase, it will be visible only in the console logs.

Stop the Vidyo Server by cancelling the job in the command line or by closing the command line window.

 

Before starting the Vidyo Server from the command line, make sure it is not already started as a service.

 

Linux

The Vidyo Server service is not available for Linux installations. The server is always started from the command line.

VidyoServer Command Line

Starting the Vidyo Server from the command line is done by executing the prepared .sh file. The command line startup log is written to the console. After the Vidyo Server is started and connected to the Genesys platform, the Vidyo Server starts the write log file.

Stop the Vidyo Server by terminating the Vidyo Server process. Apply the following commands:

  • Ps –ef | grep vidyo
    Output from this command will provide process ID <pid>.

  • kill -9 <pid>
    Use the process id <pid> in the Linux kill command.

 

ORS Web Server

Windows

Start Tomcat:

  1. Navigate to c:\CGTI\vidyo\orsweb\bin.

  2. Execute startup.bat.

  3. Check the console for errors.

  4. Navigate to http://<server>:9010 and check if ORS tomcat is running.

 Stop Tomcat:

  1. Navigate to c:\CGTI\vidyo\orsweb\bin.

  2. Execute shutdown.bat.

Linux

Start Tomcat:

  1. Navigate to /opt/gcti/vidyo/orsweb/bin.

  2. Execute startup.sh.

  3. Check the console for errors.

  4. Navigate to http://<server>:9010 and check if ORS tomcat is running.

 Stop Tomcat:

  1. Navigate to /opt/gcti/vidyo/orsweb/bin.

  2. Execute shutdown.sh.

Web Widgets Server

Windows

Start Tomcat:

  1. Navigate to c:\CGTI\vidyo\websrv\bin.

  2. Execute startup.bat.

  3. Check the console for errors.

  4. Navigate to http://<server>:9020 and check if web tomcat is running.

 Stop Tomcat:

  1. Navigate to c:\CGTI\vidyo\websrv\bin.

  2. Execute shutdown.bat.

Linux

Start Tomcat:

  1. Navigate to /opt/gcti/vidyo/websrv/bin.

  2. Execute startup.sh.

  3. Check the console for errors.

  4. Navigate to http://<server>:9020 and check if websrv tomcat is running.

 Stop Tomcat:

  1. Navigate to /opt/gcti/vidyo/orsweb/bin.

  2. Execute shutdown.sh.

 

After the startup procedure of all servers is finished, Click to Vidyo and Chat to Vidyo escalation use cases are ready.

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