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 9 for ORS scripts
    • Tomcat 9 for Web Widgets
    • Java 1.8
  • Firewall setting between
    • Customer Side (Web Widget) and Genesys
    • WDE agent network and VidyoWorks
    • Java 1.8
  • Workspace desktop
    • .NET Framework 4.5 or 4.6
    • Workspace version 8.5.111.21 or higher
  • Configuration of VidyoEngage for Genesys
    • Agent Roles
    • Workspace out of box options
  • Feature specific
    • Voice escalation to Vidyo
      • VidyoEngage for Genesys SIP Server
    • Chat escalation to Vidyo
      • VidyoEngage for Genesys eServices and/or Web Engagement 8.5
    • Click-to-Vidyo
      • VidyoEngage for Genesys Orchestration Server
      • Verified SSL certificate file for secured Vidyo Server communication (for test instance, a self-signed certificate is enough)

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 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 8.5
Web Browsers

Firefox 46

Chrome 42

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

Apache Tomcat 9

Java and JDK 8

Workspace Desktop Edition 8.5.117.26
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 and GAX changes to framework:
    • Set vidyo media type.
    • Set new capacity rule.
    • 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 Plug-in for Vidyo:
WorkspacePlug-in_Vidyo_<release 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


ORSApp: 
ORSApp_<release version>_<release date>.zip


VidyoApplications:
VidyoApplications_<release version>_<release date>.zip


WebIntegrationSamples:
 

  • WebIntegration_Vidyo_<release version>_<release date>.zip (PFS demo based samples)
  • WebIntegration_Vidyo_<release version>_<release date>.zip (Standalone samples)

 

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:

Download the Windows or Linux distribution package based on the OS you are going to install:

  • Windows executable: jdk-8u144-windows-x64.exe
  • Linux RPM: jdk-8u144-linux-x64.rpm

ORS Tomcat

ORS tomcat will run the ORS application released with the Vidyo Adapter package.

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.

 

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.


Adding Media Types

To add media types:

  1. Navigate to Routing/eServices > Business Attributes > Media Type > Attribute Values.
    A new window displays.
  2. Enter a name for the new media type in the Name field.
  3. Click Save.

     


Modifying Capacity Rules

Capacity rules may be modified to support the new media type.

To modify capacity rules:

  1. Log in to GAX.

  2. Navigate to Accounts > Capacity Rules.

  3. Select + to add a 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.

    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.

 


Adding 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:

  1. Navigate to Switching > Switches.

  2. Click the appropriate Switch Name.

  3. Click the DNS tab.

    A new window displays.

  4. Enter "vq_vidyo" in the Name field.

  5. Enter "vq_vidyo_SIPSwitch" in the Alias field.

  6. Click Save.


Adding Skills

New skills can be added for skills-based routing to agents.

To add skills:

  1. Navigate to Accounts > Skills.

  2. Enter a name for the new skill (such as "vidyo") in the Name field.

  3. Click Save.



Configuring Agents

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

To configure agents:

  1. Navigate to Accounts > Users.

  2. Enter the following New information:
    • 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.


Adding Agent Groups

To add agent groups:

  1. Navigate to Accounts > Agent Groups.

  2. Enter a name for the new agent group (such as "AgentGroupVidyo") in the Name field.

  3. Add agents to the new agent group.

  4. Click Save.


Configuring Vidyo Server Templates

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.


Adding the Application Template

To add the application template:

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

  2. Navigate to Environment > Application Templates > Task > Create > Upload Template.

  3. Click Add.

  4. Select VidyoServer.apd.

  5. Click Save.


Adding the Application

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

To add the application:

  1. Navigate to Environment > Applications.

  2. Click New.

  3. Enter "VidyoServer" in the Name field.

  4. Enter "VidyoServer" in the Template field.

  5. Scroll down to the Connections section.

  6. Add the following connections by using the Add button:
    • Interaction Server
    • Orchestration Server (Release 1.2.0.0 and later supports HA.)
    • Solution Control Server (Release 1.2.0.0 and later supports HA.)

  7. Configure the tenant.

  8. Configure the host.

  9. Configure the following mandatory fields that are not used:
    • Listening Port (default, 8070)
    • Working Directory
    • Command Line

  10. Click Save.



  11. Modify the following option values under the Options tab to match objects created in the previous steps.
    The values in the table must be changed; others are optional.

    OPTIONS COMMENTS
     _external_url URL of the ORSApp workflow (IPD_default_defaultWorkflow.scxml). For example: http://<server>:9010/ORSApp/ors/src-gen/IPD_default_defaultWorkflow.scxml
     _ors Set orchestration_server to IP address of Vidyo Server (e.g. http://<ors-server>:<http-port>)
     _queue Set to Virtual Queue added for Vidyo Interactions (e.g. vq_vidyo_SIPSwitch)
    _target Set to target preference (e.g. ?:(vidyo>1)@<stat-server>.GA)
    _hide_KVP_values False
    _agent_reserve_timeout

    Target selection timeout (use "30").
    ORS is looking for available agent for 30 seconds. On expiration, it will respond to Vidyo server with no available agents error.

    _media_type Vidyo
    _ttl 3600


    Optionstab.png


Logging 

The Vidyo Server creates a log file based on option log_file as shown above. The default location and filename is as follows: C:\temp\vidyoserver.log. 

For Linux deployments use, for example, /tmp/log/genesys/vidyo/vidyoserver.log.

OPTIONS DESCRIPTION
log_file c:\logs\vidyo\vidyoserver.log
log_level DEBUG
log_max_file_size 10MB
log_num_backups 10
log_psdk true

 

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" or a similar name that is easily recognized. The options are provided as *.cfg files that may be imported into GA.


Adding the Interaction Queue

To add the interaction queue:

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

  2. Navigate to Environment > Scripts.

  3. Click New Folder.

  4. Click the new Vidyo folder.

  5. Click New....

  6. Enter "VidyoIxnQ" in the Name field.

  7. Enter "Interaction Queue" in the Type field.

  8. Click Save.

  9. Click the Options tab.

  10. Click Import.

  11. Click the InteractionQueue_VidyoIxnQ.cfg configuration file.

  12. Click Save.


Adding the Interaction Queue View

To add the interaction queue view:

  1. Navigate to Environment > Scripts.

  2. Click the new Vidyo folder.

  3. Click New....

  4. Enter "VidyoIxnQ.VidyoInbound" in the Name field.

  5. Enter "Interaction Queue View" in the Type field.

  6. Click Save.

  7. Click the Options tab.

  8. Click Import.

  9. Click the InteractionQueueView_VidyoIxnQ.VidyoInbound.cfg configuration file.

  10. Click Save.


Adding the Interaction Submitter

To add the interaction submitter:

  1. Navigate to Environment > Scripts.

  2. Click the new Vidyo folder.

  3. Click New....

  4. Enter "VidyoIxnQ.VidyoInbound.submitter" in the Name field.

  5. Enter "Interaction Submitter" in the Type field.

  6. Click Save.

  7. Click the Options tab.

  8. Click Import.

  9. Click the InteractionSumitter_VidyoIxnQ.VidyoInbound.submitter.cfg configuration file.

  10. Click Save.


Adding Enhanced Routing

To add enhanced routing:

  1. Navigate to Environment > Scripts.

  2. Click the new Vidyo folder.

  3. Click New....

  4. Enter "VidyoApplications.default_vidyo.RouteToAgent" in the Name field.

  5. Enter "Enhanced Routing" in the Type field.

  6. Click Save.

  7. Click the Options tab.

  8. Click Import.

  9. Click the EnhancedRouting_VidyoApplications.default_vidyo.RouteToAgent.cfg configuration file.

  10. Click Save.

  11. Configure the Configuration tab by doing the following:

    • Navigate to Orchestration > URI (http://<server>:9010/ORSApp/ors/src-gen/IPD_default_vidyo_RouteToAgent.scxml) > Parameters.

    • Add the following:

      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.

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



Configuring the Workspace Desktop

The application template and metadata must be uploaded and imported into Administrator. One is for the OOB Workspace and another one has been extended for the Custom Privilege: Custom – Can Use Vidyo. The following 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.


Adding an Application Template

To add the application template:

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

  2. Navigate to Environment > Application Templates > Task > Create > Upload Template.

  3. Add the Workspace_Desktop_Edition_*851.apd file.

  4. Enter a name for the new application template in the Name field.

  5. Import metadata by adding the Workspace_Desktop_Edition_*851_Custom.xml file.

  6. Click Save.


Adding 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. Navigate to Environment > Applications.

  2. Enter a name for the new application template in the Name field.

  3. Enter "Workspace_851_Custom" in the Template field.

  4. Add the following connections by using the Add button:
    • Contact server or proxy
    • Interaction server
    • SIP server
    • Stat server

  5. Click Save.


The“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. 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 Plug-in 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 as follows: $Application.RootApplicationData$\log\InteractionWorkspace\logs.

 

Roles and Privileges

The Workspace Plug-in 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 Plug-in features.


Creating a New Role

To create a new role:

  1. Navigate to Accounts > Roles.

  2. Click the Configuration tab.

  3. Under General, enter the name "Vidyo_channel".

  4. Ensure that State is selected (enabled).

  5. Under Members, add "vidyo01" for the Users.

  6. Click the Role Privileges tab.

  7. Ensure that Workspace is selected (enabled).

  8. Ensure that Custom - Can Use Video is allowed.
    This allows the Workspace to use Vidyo video conferencing.

  9. Set the Workitem Privileges as described in the "Workitem Privileges" section.

  10. Click Save.

 

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 as follows:

Option Description Valid Set Value
openmedia.workitem-channels Specify the new media type channel. Any String Vidyo

 

Configuring Invite Expert

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. Accounts > Roles.

  2. Click the Configuration tab.

  3. Under General, enter the name "Vidyo_IM".

  4. Ensure that State is selected (enabled).

  5. Under Members, add "vidyo01" for the Users.

  6. Click the Role Privileges tab.

  7. Ensure that Workspace is selected (enabled).

  8. Ensure that Instant Message - Can Make, Instant Message - Can Use Instant Messaging Channel, and Instant Messaging - Can Release are allowed.

  9. Click Save.

  10. Assign a login ID in to user vidyo01.

  11. Go to Accounts > Users > vidyo01.

  12. Add the <loginID> from the switch defined in WDE connections.

  13. Click Save.

  14. Configure vidyo-expert-01 agent.

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

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

  17. Insert section interaction-workspace with the option custom.vidyo-join-confrence-guest=true.

  18. Click Save.

 

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.

 


Workspace Configuration Options

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 application 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 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.

 

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. True/False False

 

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.

Unzipping the Files

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.

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.

 

Creating a Configuration Server Encrypted 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.

 

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.

Adding 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 Admin.

  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. 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.

If deploying a Workspace version other than 8.5.111.21, the Vidyo section at the end of the interaction Workspace.exe.confg file must be manually merged into the newer version of the file.


Installing the Workspace Using ClickOnce

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

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
  • 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

 

Installing the Web Widgets

The sample widgets are located in the “WebIntegrationSamples” folder. There are two types of widgets:

  • Widgets built based on the PFS sample application for Genesys demo purposes (can be used with Genesys demo image only).
  • Standalone widgets developed by Vidyo for installation at clean application server.

PFS-based Widgets

The files are included in the package WebIntegration_Vidyo_1.1.0.0_09032016.zip. If the installation package doesn’t include this zip file, the support of PFS demo samples was cancelled and is not supported from this package release.

Standalone Web Widgets

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

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

  • war (simple RESTFull click to Vidyo web widget sample)
  • war (websocket click to Vidyo web widget sample)
  • war (RESTFull click to Vidyo web widget sample)
  • 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.

  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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