Troubleshooting the Vidyo solution involves identifying the missing or wrong configuration in the Vidyo adapter and any of the Genesys components.

In this article, you can find troubleshooting information about:

  • Click to Vidyo
  • Vidyo Call Does Not Route

Click to Vidyo


The Click to Vidyo use case depends on the Genesys routing configuration. Therefore, any routing issues will cause the Click to Vidyo to stop working appropriately. 

This section only provides the information that must be present in the logs if the Vidyo adapter stops working appropriately.


Communication and Settings Overview

  • The widgets must be able to talk to the Genesys Vidyo Server (check errors in the browser console logs).
  • The Genesys Vidyo Server must be able to create the ORS Session and Vidyo interaction (check the Genesys Vidyo Server logs, INX, and ORS).
  • The ORS must get the interaction data from IXN server (ORS logs).
  • The ORS must execute the routing script from the web server (ORS and web container logs).
  • The ORS must talk to the URS and instruct it to perform routing (send routing expression, ORS, and URS logs).
  • The URS must be able to perform a target selection.
  • The IXN server talks to the WDE.
  • The WDE must be configured with the Vidyo channel.
  • The agent must be able to use Vidyo.
  • The WDE must have access to VidyoPortal.
  • The agent must have a registered VidyoPortal user account.


Log Records Overview


Browser Console

The Genesys Vidyo Server responds with the ORS Session ID to the widget console 00T6JV3QNSCR51ESG41AHG5AES000003.


Vidyo Server Logs

When the Create Interaction request is received by the Vidyo Server, the Session ID is created and the following occurs:

The Session ID can be found in the Genesys Vidyo server logs as follows: a1681ddd-3657-48f2-8110-f1f8e2f826eb.

 

  • The Create ORS Session request is sent.
  • The ORS session is created with orsSessionId=00T6JV3QNSCR51ESG41AHG5AES000003.

When the ORS Session is created in the ORS orsSessionId and is returned to the Vidyo Server, the following occurs:

  • The ORS Session is mapped to the Genesys Vidyo Server ID as follows: a1681ddd-3657-48f2-8110-f1f8e2f826eb.
  • The Vidyo Server creates the Genesys Interaction in IXN as follows:
    • a1681ddd-3657-48f2-8110-f1f8e2f826eb (the interaction is created with ixnID=01QGKTJSP9WBX001 and the Interaction ID is visible in the ORS, URS, and IXN logs).


The following IDs can be used to track interactions across all components:

  • Genesys Vidyo Server Session ID: a1681ddd-3657-48f2-8110-f1f8e2f826eb
  • ORS Session ID: 00T6JV3QNSCR51ESG41AHG5AES000003
  • IXN Interaction ID: 01QGKTJSP9WBX001

 

Summary of All IDs Created for Click to Vidyo Session


Verify that each ID is created for the Click to Vidyo Session:

  • Genesys Vidyo Server Session ID – verify that the ORS session and Genesys Interaction is created (Vidyo Server log)
  • ORS Session ID – verify that the ORS routing strategy is executed from the web container (ORS server logs)
  • IXN interaction ID – verify that the interaction records exist in the URS logs
    • The IXN server log contains all records based on the Interaction ID.
    • The IXN server logs shows all communication between the WDE and IXN.
    • The IXN server sends events with the Interaction ID to all reporting engines.

Where to Look for Interactions that Were Created but not Delivered

  1. Obtain the ORS logs by executing the following routing script:

    key[01QGKTJSP9WBX001]/value[00T6JV3QNSCR51ESG41AHG5AES000003]
    Processing GET request, URL: (routing script URL defined during install)
    Creating URS virtual interaction, {ORSURS:3} CreateVirtualCall: <<                refID      27           tenant
    'Environment'     call         '01QGKTJSP9WBX001'     context               '{"MediaType":"vidyo","ThisLocation":111,"UserData

  2. Look for the 01QGKTJSP9WBX001 ID in the URS.

  3. Check the URS logs (only if the interaction exists in the ORS).

    You should see the following:

    Call created in URS, RLIB: received from 19(ors) message RequestCreateVCall(1000000002) refid(1)  7               tenant(1000000006)        'Environment'     callid(1000000000)           '01QGKTJSP9WBX001'               args(1000000003)            '{"MediaType":"vidyo","ThisLocation":111,"UserData“

    Target agent selected – HERE IS TARGETS – string will be found in URS and it is surrounded by event with interaction ID,

    HERE IS TARGETS

    TARGETS: ?:(vidyo>1)@stat.GA - (URS asks Stat server for available target to perform routing, (vidyo>1)@stat.GA is expression specified at Vidyo Server service definition)

  4. Verify that the routing results shows what happened (only if the interaction exists in the URS).

    Here is an example of a successful target selection:

    _M_I_007502aac19c2002 [17:0b] VQ 7fa9744c7a68 TRG "?:(vidyo>1)"(7fa9744c7888) #1, (2-1 Components): SELECT ANY by stat <NONE>(random  0)    _

    M_I_007502aac19c2002 [17:0b] VQ 7fa9744c7a68 TRG "?:(vidyo>1)"(7fa9744c7888) Cmp #1 002: logged out

    _M_I_ [10:0a] object 1:vidyo_001|Environment| is not blocked   

    _M_I_007502aac19c2002 [10:0c] tenant Environment Agent 001: dn 001 (m 38) is ignored: other dn type(cfg)   

    _M_I_007502aac19c2002 [10:0c] tenant Environment Agent 001: dn 001(m 54, ready since 1504869617) is OK   

    _M_I_007502aac19c2002 [17:0b] VQ 7fa9744c7a68 TRG "?:(vidyo>1)"(7fa9744c7888) Cmp #2 001: statvalue: (0)0, 1.73843526828e-07(N) the best   

    _M_I_007502aac19c2002 [17:0b] VQ 7fa9744c7a68 TRG "?:(vidyo>1)"(7fa9744c7888): Cmp 001 SELECTED (0 0)   

    _M_I_007502aac19c2002 [17:0e] VQ 7fa9744c7a68 TRG "?:(vidyo>1)"(7fa9744c7888): statvalue: (0)0, 1.73843526828e-07(N) the best   

    _M_I_007502aac19c2002 [17:0e] VQ 7fa9744c7a68 (vq "vq_vidyo" id=2): TRG "?:(vidyo>1)"(7fa9744c7888) SELECTED   

    _M_I_007502aac19c2002 [01:0d] attempt to route (1)    _J_I_007502aac19c2002 [0E:19] check call routing states (vq 7fa9744ca9e0): s=0 d=0 t=0 h=(0 0 0) r=0 i=0 x=0 b=0 - true

The numbers in red are agent employee IDs and they are followed by decisions made from the routing engine. These numbers can be found in the Genesys Person object config. If they are not routed, then there must be some communication issue between the WDE and IXN servers. Call delivery is always performed by the IXN server.


Most Common Root Causes for Interactions that are not Delivered

  • The agent is not ready for a Vidyo call.
  • The agent is not in the target selection list (invalid skill or agent group).
  • The agent is not assigned with a capacity rule.
  • The agent capacity is full (the other Vidyo interaction is at the agent desk).
  • The interaction is not delivered to the URS.
  • The ORS is not able to talk to the URS.
    • This requires URS http port configuration.
  • The ORS is not able to talk to the IXN.
    • The Interaction server connection is missing in the ORS.
    • The Ors is not configured to process IXN server interactions (mcr-pull-by-this-node).
    • The ORS is not able to execute routing script.
      • The connection to the web container is down.
      • The routing script is not accessible.
      • The ORS node is not configured properly.
      • The interaction not delivered to the ORS (no interaction is created).
    • The Genesys Vidyo Server cannot talk to the ORS.
      • The ORS http port is not configured.

If communication between ORS and the Genesys Vidyo Server is failing, the error will be shown in the browser console and Genesys Vidyo Server logs.

 

Vidyo Call Does Not Route


To troubleshoot a Vidyo call that does not route when the customer has ORS:

  1. Go to the ORS Application Object properties.

  2. Click the Server Info tab.

  3. Ensure the HTTP port is listed.

    Troubleshooting1.png

  4. Click the Connections tab.

  5. Check if the interaction server is listed.
    In the following screenshot, the interaction server is not listed.

    Troubleshooting2.png

  6. If the interaction server is not listed, click Add.
    The New Connection Info Properties dialog box appears.

    Troubleshooting3.png

  7. Add the interaction server information and click OK.
    As shown in the screenshot above, the recommended value for Local Timeout is 30, and the recommended value for Remote Timeout is 60.

  8. Click the Options tab.

  9. Fine and select mcr-pull-by-this-node.
    The Edit Option dialog box appears.

    Troubleshooting4.png

  10. Set the Option Value to true.

  11. Click OK.

  12. Click Apply.
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