Prerequisites

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

    • Vidyo User Accounts
    • Workspace
      • .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


Package Contents

This package contains multiple components to support the video conferencing feature.

Web Integration Samples:  WebIntegration_Vidyo_<release version>_<release date>.zip

      • eServices
        • chat.jsp
        • contactus.jsp
        • commonhead.jsp
        • _vidyo.js
      • GWE
        • chatWidget.html
        • _vidyo.js

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

      • VidyoServer-<release version>.jar
      • Configuration File
        • 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


Web integration

Example customer integration files for the VidyoEngage for Genesys Premier Financial Services (PFS) demo application within the Genesys demosrv are provided.

It is recommended that you add relevant websites to the browser trusted sites list. Chrome WebRTC requires use of HTTPS. You should also open ports in the firewall for communication to external applications.


eServices

The eServices example supports:

  • Escalation to Vidyo from a web chat interaction is possible with the addition of custom buttons to the chat web page which allows the following:
    • Customer-initiated video conference.
    • Agent-initiated video conference and allows agents to optionally select a Join button.
  • Click-to-Vidyo is possible with the addition of a custom link to the Contact Us web page.

Web chat escalation to Vidyo

The video conference view is embedded within the chat view unless the customer selects the Pop-up Video checkbox.

Once a chat session is established, the customer can click the Escalate to Video button to request for the agent to start a video conference within a standalone browser window.

Alternatively, if the agent offers a video conference, a new Send button displays. The customer can click the Join Video button to join the agent's video conference.


Click-to-Vidyo

The customer can click the Click-to-Vidyo link to request a video conference with an agent. 

The video conference view is a standalone browser window that automatically opens once an agent has accepted the Vidyo interaction and started the video conference.


Modifying the eServices PFS Demo

To modify the eServices PFS Demo:

  1. Stop the Tomcat6 Production.

  2. Save the following existing files:

    • C:\GCTI\Tomcat6\webapps\pfs\chat.jsp
    • C:\GCTI\Tomcat6\webapps\pfs\contactus.jsp

  3. Copy the following folders:

    • chat.jsp to pfs folder
    • contactus.jsp to pfs folder
    • commonhead.jsp to pfs\includes folder

  4. Edit the host and port values to match environment.

  5. Create the vidyo\js folder structure.

  6. Copy the _vidyo.js into vidyo\js folder.

  7. Start Tomcat.

Upgrading VidyoEngage for Gensys for Version 1.1.0.0

To upgrade VidyoEngage for Gensys for version 1.1.0.0:

  1. Replace the following files:

    • contactus.jsp
    • _vidyo.js

  2. Restart Tomcat.


VidyoEngage for Genesys Web Engagement (GWE)

Similarly, the GWE example supports:

  • Escalation to Vidyo from a web chat interaction by adding a custom button to the chat web page allows for the following to take place:
    • Customer-initiated video conferences.
    • Agent-initiated video conferences.
  • Click-to-Vidyo (i.e. Live Video) as a new interaction by adding a custom button adjacent to the existing Live Chat button.

Web chat escalation to Vidyo

Once a chat session is established, the customer can click the Escalate to Video button to request the agent to start a video conference.

Alternatively, if the agent offers a video conference, the customer automatically joins the conference.  However, in both cases the view is shown in a standalone browser window.


Click-to-Vidyo

The customer can click the Live Video button to request a video conference with an agent. The video conference view is a standalone browser window that automatically opens once an agent has accepted the Vidyo interaction and started the video conference.


Modifying the GWE PFS Demo

To modify the GWE PFS Demo:

  1. Stop the GWE Front End Server.

  2. Save the C:\Program Files\GCTI\Web Engagement\servers\frontend\work\jetty-192.168.10.98-8041-frontend.war-_frontend-any-\webapp\resources\chatWidget.html file.

  3. Copy the chatWidget.html to resources folder.

  4. Create the vidyo\js folder structure.

  5. Copy the _vidyo.js into vidyo\js folder.

  6. Start the GWE Front End 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 document 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.


Media types

Adding media types

To add media types:

  1. Navigate to Routing/Services > 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.

     


Capacity rules

Modifying capacity rules

To modify capacity rules:

  1. Log in to GAX.

  2. Navigate to Accounts > Capacity Rules.

  3. Select the capacity rule to modify.

  4. Click + to add media.

  5. Select vidyo from the list.

  6. Click Ok.


Virtual queue

Adding a virtual queue

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.


Scripts

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 following configuration file: InteractionQueue_VidyoIxnQ.cfg

  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 following configuration file: InteractionQueueView_VidyoIxnQ.VidyoInbound.cfg.

  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 following configuration file: InteractionSumitter_VidyoIxnQ.VidyoInbound.submitter.cfg.
  10. Click Save.

Adding the enhanced routing

To add the 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 following configuration file: EnhancedRouting_VidyoApplications.default_vidyo.RouteToAgent.cfg.

  10. Click Save.

  11. Configure the Configuration tab by doing the following:

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

    • Add the following parameters:

      OPTION VALUE AND COMMENTS
      context_management_services_password  
      context_management_services_url <Context Services preferences not set>
      context_management_services_username  
      gre_url

      http:// 192.168.19.128:8020/genesys-rules-engine
      (Not used)

      ors_url

      http://host:port
      (Not used)


Skills

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


Adding skills

To add skills:

  1. Navigate to Accounts > Skills.

  2. Enter a name for the new skill in the Name field.

  3. Click Save.


Agent groups


Adding agent groups

To add agent groups:

  1. Navigate to Accounts > Agent Groups.

  2. Enter a name for the new agent group in the Name field.

  3. Add agents to the new agent group.

  4. Click Save.


Configuring Vidyo Server templates


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

To add the application:

  1. Navigate to Environment > Applications.

  2. Enter "VidyoServer" in the Name field.

  3. Enter "VidyoServer" in the Template field.

  4. Scroll down to the Connections section.

  5. Add the following connections by using the Add button:

    • Interaction Server
    • Orchestration Server
    • Solution Control Server

  6. Configure the tenant.

  7. Configure the host.

  8. Configure the following mandatory fields that are not used:

    • Listening Port (default, 8070)
    • Working Directory
    • Command Line

  9. Click Save.



  10. Modify the following option values under the Options tab to match objects created in 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://vidyoserver_host/ORSApp/ors/src-gen/IPD_default_defaultWorkflow.scxml
     _ors  Set orchestration_server to IP address of Vidyo Server.
     _queue  Set to Virtual Queue added for Vidyo Interactions (e.g. vq_vidyo_SIPSwitch)
     _target  Set to target preference. (e.g. AgentGroupVidyo).


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. 

With the release of VidyoEngage for Genesys version 1.0.1.0, a new option allows for hiding or showing the KVP values that may optionally be attached to the Vidyo interaction.

Section = service.click-to-vidyo

OPTIONS DESCRIPTION VALID DEFAULT
 _hide_KVP_values Don’t log KVP values if set to true. True/False True


Configuring Workspace templates

The application template and metadata must be uploaded and imported into Administrator. There is one that is for the OOB Workspace and another one that 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 version of the files. They are distinguished by the SIP Endpoint support that is needed.


Application template


Adding the 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.

Using an existing application template

The custom template can be imported to an existing Workspace Application Template in Administrator, if preferred, instead of creating a new one.

To use an existing application template:

  1. Copy the custom template from the package contents to the Administrator server.

  2. Navigate to Environment > Application Templates.

  3. Open the Workspace Application Template.

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

  5. Click Save.



Application

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


Adding the application template

To add the application template:

  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.


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

 

Using an existing application template

To use an existing application template:

  1. Navigate to Environment > Applications.

  2. Select the new Workspace_851_Custom application template.

  3. Select No to preserve the current configuration values and only import new options.
  4. Click Save.

 

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.


Using custom privileges

To use custom privileges:

  1. Navigate to Accounts > Roles.

  2. Select the Role name.

  3. Click the Role Privilege tab.

  4. Set the privilege to Allowed.

 

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 OOB option dependency

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

OPTIONS DESCRIPTION VALID SET VALUE
openmedia.workitem-channels Specify the new media type channel. Any String Vidyo


Workspace custom 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

OPTIONS 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 Geensys 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


Section = vidyo

OPTIONS 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.


Installing the Vidyo Server

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


Creating the Keystore file for Tomcat

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.

  3. Enter the default changeit:

    • Enter keystore password:changeit.
    • Re-enter new password::changeit.
    • Use default.
    • Enter yes to confirm.
    • Enter key password for <tomcat>.
      (RETURN if same as keystore password):changit
    • Re-enter new password:changit.

  4. Copy the new keystore.jks file to the C:\GCTI\VidyoServer target directory.


Upgrading the Vidyo Server to a new version

To upgrade the Vidyo Server to a new version:

  1. Stop the Vidyo Server.

  2. Copy the Vidyo Server jar file to the target directory.

  3. Extract the files.

  4. Modify the command line startup to use new jar file or modify the VidyoServer.bat file to use new jar file depending on how Vidyo Server is executed.

  5. Rename the Vidyo Server log file to avoid appending traces from new release if necessary.

  6. Start the Vidyo Server.


Creating a configuration server encrypted password

With the release of VidyoEngage for Genesys version 1.0.1.0, a password utility and new config-server-user.properties configuration file allows the password to 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

Use the following command line to start the Vidyo Server:

start <JDK bin directory>\java -Dfile.encoding=UTF-8 -jar VidyoServer-<version>.jar

--host="<ip address>" --port="2020" --host_standby="<ip address>" --port_standby="2020"

--server.port="8773" --server.ssl.key-store="C:/GCTI/VidyoServer/keystore.jks"

--custom.tomcat.connector.http.port="8070"

Different ports are used for HTTP and HTTPS.


Starting the Vidyo Server as a service

Create a Windows Service to control the Vidyo Server application.

To start the Vidyo Server as a service:

  1. Create the VidyoServer.bat file and place it in the same location as VidyoServer-<version>.jar.

  2. Copy the following command in the VidyoServer.bat file:

    <Full path of JDK bin directory>\java -jar VidyoServer-<version>.jar
    --host="localhost" --port="2020"
    --host_standby="localhost" --port_standby="2020"
    --custom.tomcat.connector.http.port="8070" --server.port="8773"
    --server.ssl.key-store="C:\GCTI\VidyoServer\keystore.jks"

  3. Modify the VidyoServer.bat file to reflect the correct config server hosts, ports, and Keystore location.

  4. Open the command window as a user Admin.

  5. Run the nssm install "VidyoServer" command.

  6. 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.

  7. Browse and select the VidyoServer.bat with full path

  8. Press the [Install Service] button.

 

Verifying the Vidyo Server version

Upon starting the Vidyo Server, the log file indicates the current executing version.

 

Installing the ORS application

Starting with release of VidyoEngage for Genesys version 1.1.1.0, the ORS application that queues the Click-to-Vidyo requests from the web application and the ORS application that routes the requests to the agent are no longer embedded in the Vidyo Server jar files.  The ORS application is now a separate entity that needs to be deployed on a web application server.  Please locate the ORSApp zip file, extract the zip file, and copy the folder to the webapps folder of the Apache Tomcat.

Tomcat is recommended but the ORSApp will most likely work on other Tomcat type containers as well. The process of deploying the ORSApp is as simple as copying the extracted folder to the Tomcat webapps folder, which is similar to deploying a website with static HTML files. 

Once the ORS application is deployed, the following settings need to be adjusted:

  • _external_url value in the VidyoServer application annex options in the Genesys Administrator needs to be set to the URL of the ors/src-gen/IPD_default_defaultWorkflow.scxml page.
  • The RouteToAgent workflow (see Genesys Adminstrator, Environment > Scripts) needs to be pointed to the URL of ors/src-gen/IPD_default_vidyo_RouteToAgent.scxml.


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 by using ClickOnce

The information below supplements the Workspace Deployment Guide instructions.

To install the Workspace by using ClickOnce:

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

    • Desktop.Modules.CustomVidyo.dll
    • Desktop.Modules.CustomVidyo.module-config
    • exe.config
    • dll
    • ca-certificates.crt
    • ca-certificates-base.crt

  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

 

Upgrading to version 1.1.2.0+

With the release of VidyoEngage for Genesys version 1.1.2.0+, include all of the Workspace files.

For ClickOnce installations, replace all of the Workspace files and repeat the steps to deploy a new package noted in the Installing ClickOnce section above.

For local installations, replace the files in the Workspace execution directory.

  

Upgrading to version 1.0.1.0

With the release of VidyoEngage for Genesys version 1.0.1.0, only the Custom DLL has changed.

For ClickOnce installations, replace the Genesyslab.Desktop.Modules.CustomVidyo.dll file and repeat the steps to deploy a new package noted in the Installing ClickOnce section above.

For local installations, replace the Genesyslab.Desktop.Modules.CustomVidyo.dll file in the Workspace execution directory. 

 

Upgrading to version 1.1.0.0

With the release of VidyoEngage for Genesys version 1.1.0.0, the Custom DLL and config file have changed. 

For ClickOnce installations, replace the following files and repeat the steps to deploy a new package noted in the Installing ClickOnce section above:

  • Desktop.Modules.CustomVidyo.dll
  • exe.config 

For local installations, replace the following files in the Workspace execution directory:

  • Desktop.Modules.CustomVidyo.dll
  • exe.config

 

Verifying the version

Upon successful agent login to Workspace, execution of the plug-in’s custom module can be verified in the Workspace log file by checking for a trace similar to the following: 

16-09-03 05:17:31.654 [             1] INFO  omVidyo.CustomModule - Workspace version=8.5.111.21, CustomVidyo version=1.1.0.0, Build Date=09/03/2016

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