Before upgrading, check the Release Notes to see what has changed.

Upgrading the Vidyo Server Binaries


To upgrade the Vidyo Server binaries:

  1. Stop the Vidyo Server.

  2. Locate and back up the old Vidyo Server files (i.e., C:\GCTI\vidyo\vidyoserver or /opt/gcti/vidyo/vidyoserver).

  3. Extract the new files into the Vidyo Server directory.

  4. Set the startup command.

  5. Rename the Vidyo Server log file and append the new release version to the filename in GA.

  6. Start the Vidyo Server.

  7. Check whether the startup log file was created and verify if the new version of Vidyo Server is in the log file.

Verifying the Vidyo Server Version

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

 

Upgrading the WDE Vidyo Plugin

Before upgrading new files, locate and backup old WDE installation files.

Upgrading to Version 17.2.1.0

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 1.1.2.0+

With 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 plugin’s custom module can be verified in the Workspace log file by checking for a trace similar to the following: 

INFO  omVidyo.CustomModule - Workspace version=8.5.111.xx, CustomVidyo version=17.2.1.0, Build Date=09/04/2017

 

Configuring the Advanced Adapter

This section explains how to run multiple Vidyo adapter solutions in parallel in the same Genesys environment. This is useful especially when upgrading.


Installing Multiple WDE Applications

To install multiple WDE instances:

  1. Download and install the desired Vanilla WDE version from Genesys.

  2. Create a Vidyo_<version> subfolder in the GCTI folder.

  3. Copy the Vanilla WDE into this folder.

  4. Perform Vidyo WDE plugin installation steps.


To install the new WDE application object in Genesys:

  1. In Genesys Administrator, open the original WDE object.

  2. Create a copy of this object with the name WDE_Vidyo_<version>.

  3. Set the Application object options.


To run a new version of the WDE with a new version of the application object:

  1. Navigate to the GCTI\Vidyo_<version> folder.

  2. Locate InteractionWorkspace.exe.

  3. Run the executable, and at the login screen, enter WDE_Vidyo_<version> as the application name.

  • <version> - new version of WDE plugin
  • <cfgserver> - is hostname of configuration server from Genesys
  • <cfgport> - listening port of configuration server from Genesys

GenesysWorkspace.png

When the agent successfully logs in to the server, it will work with the new application object and new settings, and the binaries will work. Check the upgrade procedure to verify the version and to verify the WDE plugin version installed.

Installing Multiple Vidyo Servers

Running multiple Vidyo servers is also possible with a single Genesys environment. The Vidyo Server connects to Genesys config to get the application settings. By setting a new application object, it is possible to run multiple Vidyo Server instances in parallel on the same server.

To install a new application object:

  1. Make copy of the existing Vidyo Server application object.

  2. Set the new application object name to vidyo-server-<version>.

  3. Change the application object ports to default 9040, http 9042.

  4. Save the application object.


To install new binaries:

  1. Create the folder vidyoserver-<version> in GCTI\vidyo (for linux gcti/vidyo).

  2. Follow the install instructions from the Vidyo Server Binaries section.

  3. Copy the keystore from the original Vidyo Server into the new vidyoserver-<version> folder.

  4. When done, open the startup script and do the following:

    • Add options
      • --app_name="vidyo-server-<version>"
      • --client="vidyo-server-<version>"

    • Modify options
      • --custom.tomcat.connector.http.port="9040"
      • --server.port="9042"
      • --server.ssl.key-store="<installpath>keystore.jks"

  5. Save the startup script.

  6. Run the startup script from the command line and check the console logs:

    • There must be a record saying read application configuration from vidyo-server-<version> application object.
    • The ports 9040 and 9042 must be opened successfully for listening.


<version> - new vidyo server version


Setting the Tomcat Keystore Password 

Users can use a different keystore password other than the default, “changeit”, for the Tomcat engine embedded within the Vidyo Server. The default engine credentials can be overridden via the startup command line.

To change the Tomcat keystore password:

  1. Open the startup command that was created using the steps outlined in the "Starting the Vidyo Server from the Command Line" section within the Deploying VidyoEngage for Genesys article.

  2. Add the following options:
    • server.ssl.key-store-password=”<keystorepassword>”
    • server.ssl.key-password=”<keystorepassword>”|

  3. Save the new startup file.

  4. Stop the Vidyo Server.

  5. Start the Vidyo Server from new startup file.

<keystorepassword> - is the password set when the keystore was created.

Running Multiple Web Widgets

It is possible to run multiple widgets in parallel by installing a new Apache Tomcat webserver.

To run multiple web widgets:

  1. Create a new folder websrv-<version> in gcti/vidyo.

  2. At the point of setting server ports, use ports 9050, 9055, 9059.

  3. To install widgets, navigate to websrv-<version>/webapps and follow the instructions in the  Standalone Web Widgets section.

  4. When the new applications are installed, perform a Vidyo Server port change from (9030/9032) to (9040/9042):

    • Websocket:
      • Open webclient_websocket/js/ve4gclick.js.
      • Find var _server_uri="https://<server>:<port>/VidyoServer".
      • Change port to 9040 or 9042.

    • REST Simple and REST:
      • webclient_rest/js/ve4gclick.js
      • Find var _server_service_uri="https://<server>:<port>/VidyoServer/service/";
      • Change port to 9040 or 9042.

  5. Save the files and reload the browser web page.

 After all these steps are finished, it is possible to run:

  • New version of WDE
  • New version of Sample Widgets
  • New version of Vidyo Server
  • Using same agents and same routing scripts

It can run in parallel with old solution and after successful testing can be simply switched to production.

Using Multiple Vidyo Portal URLs and Tenants

WDE uses the desktop options override mechanism to set different options for different agent groups. Migration to new agent group can be done by:

  • Creating a new Agent Group in Genesys Administrator Group-vidyo-<version>.
  • Setting Options in section interaction-workspace (create section if doesn’t exists).
    • vidyo-global-tenant=<new-tenant>
    • vidyo-portal-URI=<new-portal>
  • Assign agents to this agent group.
  • Log in to WDE.

After new agents are assigned to Group-vidyo-<version>, on the next login to WDE, the options set into interaction-workspace section will be added or overridden at the agent object. Therefore, WDE will do start-up with a different object than what was set previously at the WDE application object.

 

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