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Troubleshooting VidyoEngage for Genesys


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

Click to Vidyo

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

    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,


    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.

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 Interaction Routing Issue  

When the Vidyo server is successfully deployed and web widgets are able to submit requests to it, the interaction routing with ORS and URS should successfully start. It is possible to check whether the request submit Vidyo interaction was successfully submitted in the Web Widget browser console and browser UI. After a successful request submit, the sample widget will display the following:


The Cick-To-Vidyo button is grayed out and disabled, and the Cancel button is enabled. The request was sent to the Vidyo server and the Vidyo server was able to establish a session with ORS.

If the Cancel button is not appearing or disappears immediately, then communication from Web Widgets to the Vidyo server is not working properly or the Vidyo server to ORS and IXN channel is not working correctly.

Web Widgets to Vidyo Server 

The Vidyo server URL must be reachable from the Websocket server. The server is opening the http and https ports. The port configuration can be found in the web widget sample Javascript.

For the websocket sample, an initialization script must be executed. If it is not accessible, the websocket connection will not open.

Verify the Vidyo server connection by opening the Javascript file in the browser.






Compile the Vidyo server URL from http://<server>:<port>/VidyoServer/scripts/vidyo.min.js. The URL must be reachable from the browser where Web Widgets are running.


If the Vidyo server is running https with a self-signed certificate, you must navigate to the Vidyo server first, accept the exception or install the self-signed certificate to the browser. Then it is possible to test Click To Vidyo. Make sure to refresh the widgets sample web page after the self-signed certificate exception is accepted.

If communication between the Vidyo server and Web Widgets is working, the Console log contains the records. Request to make the Vidyo interaction is submitted to ORS, websocket:


The request to make the Vidyo interaction is submitted to ORS, REST:


The request was submitted to ORS and the ORS responded with id and ors sessionid. From now on, the ORS session ID is used as reference to the Vidyo request.

Vidyo Server to Genesys ORS and IXN

The Sample widget UI will respond with error into console log “dialing-error”.


The REST example shows Callback execution completed; therefore, there is an issue between the Vidyo server and Genesys.

For Websocket, the installation screen shows the same situation:


If this is the case, you must check the Genesys configuration.

Common Genesys Configuration Issues

This is not a replacement of the Genesys Deployment Guide. For deployment of Genesys components, follow the instructions provided at the Genesys documentation portal:


Ensure that these Genesys components are running:

  • Orchestration server
  • Universal routing server
  • Interaction server

Check the configuration of the components in the following subsections.

Vidyo Server

The Vidyo server must be connected to the ORS, IXN, and SCS server as shown in the following screenshot:


Default ORS XML routing must be configured in and accessible by ORS.


Orchestration Server

The server must be configured to route eServices interaction. For a detailed description, see the Genesys Deployment Guide at

The screenshots below shows an example configuration.

Orchestration server connections:


Orchestration server http port:


Orchestration server options:





Orchestration Server Cluster

Setting the ORS cluster is mandatory for ORS releases starting from 8.1.400.64. For detailed information, see the Genesys Documentation at

A sample cluster configuration is shown below.



Orchestration Routing Scripts

The Orchestration server executes routing scripts defined by the enhanced routing object in the Genesys configuration. The routing script must point to the scxml file accessible from ORS.

A sample configuration is:


When the scxml script is not accessible, the routing of the Vidyo interaction will not occur.

Universal Routing Server

To enable URS routing of ORS initiated sessions, you must enable http configuration of URS. The http port must be configured at the URS application.


Make sure to restart all Genesys components including the Vidyo server after the changes to the configuration are made.

Depending upon the URS version, the http port configuration may differ. Consult the Genesys Deployment Guide for a detailed description at

Browser Console Exception

The Vidyo server must always respond with success or an error message about the routing of the interaction.

If there is no agent available to pick the call, the response must be:


This exception is returned from the Vidyo server by design and means that communication between the Vidyo server and ORS works fine. The routing script was executed and callback to the Vidyo server works.

The “$OrsErrorException: agent.wait.timeout” means routing to an agent was not successful in the specified timeout.

Timeout is set at option of Vidyo server _agent_reserve_timeout.

If this is the case, you must check the URS logs and find why the interaction is not delivered. The URS logs must contain:

  • Record and “vidyo” interaction. Search for string “vidyo”.
  • Interaction ID of Vidyo interaction
    • Open VidyoServer log and search for “Created interaction with ixnID=”.
    • Copy interaction ID and search URS log.

Example Vidyo Server log:


Example ORS log:


Example URS log:

Create VCall from ORS


Search for Targets


Target Selection Timeout



No Response to Vidyo Server

This status means there is an issue in execution of the ORS routing scripts. The ORS logs need to be checked for errors related to IPD_default_defaultWorkflow.scxml and IPD_default_vidyo_RouteToAgent.scxml.

ORS must be able to access and execute these scripts after the session is created and after the Vidyo server request and interaction from the interaction server is pulled. The IPD_default_defaultWorkflow.scxml is executed after the request from the Vidyo server is processed, and IPD_default_vidyo_RouteToAgent.scxml is executed after the interaction created by the Vidyo server is pulled from the interaction server.

The response to the Vidyo server is expected in timeout _agent_reserve_timeout from IPD_default_vidyo_RouteToAgent.scxml execution.

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