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Upgrading VidyoEngage for Genesys

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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 according to the Start Vidyo Server chapter from the Command Line.

  5. Change the log file name in the application object of Vidyo server option log_file. 

  6. Start the Vidyo Server. 

Check whether the log file was created after startup and then 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 as:

Application Name : VidyoServer
Version : 18.2.0.2

 

Upgrading the WDE Vidyo Plugin

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

Upgrading to Version 18.2.0.2

  1. Upload latest template and metadata as it is mentioned in chapter Upgrade Version 18.1.0.5 steps 1-3.

  2. New roles Can Use Self_preview and Can Set Devices will be in Genesys configuration.

  3. Backup and replace Workspace Desktop Vidyo adapter files in installation or Click Once directory.

 

Upgrading to Version 18.1.0.5


Configuration Changes

  1. Locate the WorkspacePlug-in_Templates_18.1.0.5_02092018.zip, and unzip the templates.

  2. Open the Genesys Administrator and upload the new WDE application templates in Environment -> Application Templates (Tasks: Upload Template).
    • Workspace_Desktop_Edition_SEP85_851_Vidyo181.apd
    • Workspace_Desktop_Edition_SEP802_851_Vidyo181.apd
    • Workspace_Desktop_Edition_851_Vidyo181.apd

    GenAdmin.png

  3. Open the newly uploaded Templates Import application metadata XML files into the templates (Import Metadata).
    • Workspace_Desktop_Edition_SEP85_851_Vidyo181.xml
    • Workspace_Desktop_Edition_851_Vidyo181.xml
    • Workspace_Desktop_Edition_SEP802_851_Vidyo181.xml

    WorkspaceDesktop1.png

  4. Save the new templates with metadata, and check the Agent Roles to verify that the "Vidyo - Can Use" and "Vidyo - Can Use Snapshot" roles are under the Vidyo tasks section.

    WorkspacePrivileges.png

  5. Newly imported application templates do contain custom settings pre-filled in the interaction-workspace section.

    WorkspaceDesktop.png


ClickOnce:

For ClickOnce installations, replace all of the Workspace files and repeat the steps to deploy a new package as noted in the Deploying VidyoEngage for Genesys article.

Local:

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

InteractionWorkspace.exe.config doesn’t need to be changed anymore. The VidyoClientDll.dll.config file contains all the relevant Vidyo client configuration. The install package contains two folders: Languages and Snapshot. Make sure to copy these folders along with their content.

 

Upgrading to Version 17.2.2.0

For ClickOnce installations, replace all of the Workspace files and repeat the steps to deploy a new package as noted in the Deploying VidyoEngage for Genesys article.

For local installations, replace the files in the Workspace execution directory. See the Caution below:

Caution: The Vidyo plugin is compiled with WDE version 8.5.111.21 and 8.5.117.26. If you are installing other than these versions of WDE with the plugin, you must update the InteractionWorkspace.exe.config file manually, instead of performing a complete replace. See the the Deploying VidyoEngage for Genesys article for more details. 

 

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 as noted in the Deploying VidyoEngage for Genesys article.

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 as noted in the Deploying VidyoEngage for Genesys article.

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 as noted in the Deploying VidyoEngage for Genesys article.

For local installations, replace the files in the Workspace execution directory. (See caution for WDE release version check). 

 

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 as noted in the Deploying VidyoEngage for Genesys article:

  • 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.xxx.xx, CustomVidyo version=18.2.0.2, Build Date=04/30/2018

 

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

GenWorkspaceLogin.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>" (not required from version 18.1.0)

    • 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

 

Caution: Each VidyoServer configuration change requires restart of the VidyoServer service.


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.


Encrypting the Tomcat Keystore Password

Starting with Vidyo server version 18.1.0, you can encrypt the tomcat keystore password and save it into file. The keystore password can be encrypted with the same encryption tool explained in the "Encrypting the Configuration Server Password" section of the Deploying VidyoEngage for Genesys article. Encrypted passwords will be stored in config-server-user.properties under these options:

  • ssl.key-store-password=”<keystoreEncryptedPassword>”
  • ssl.key-password=”<keyEncryptedPassword>”

The options stored in the file will override the options set in the startup command line.

This is an example configuration:

EncryptTomcatKeystore.png

The “+Kly8MJjL0N6Zw0ggm6WoJA==” is the default “changeit” keystore password encrypted with password tool.

Setting the Vidyo Server TLS for Genesys Backend Components

Starting with release 18.1.0, the Vidyo server supports TLS connection to the Genesys Interaction and Configuration server. The configuration of the Vidyo server TLS depends on the Configuration server TLS mode and Interaction server port configuration. The following sections explain how to configure the Vidyo server for specific Genesys configuration.

 

To enable TLS, you must have PEM files available at a place where the Vidyo server can access it. More details about PEM files preparation for the Vidyo server can be found in the Genesys Security Guide. Vidyo server uses PSDK 8.5; therefore, it is recommended to follow Genesys instructions about how to Generate PEM files.

 

Configuration Server TLS Channel

The TLS options for the configuration server must be specified in the startup command line. The Vidyo server TLS feature must be enabled with options --tls.mode. Based on the configuration server TLS port mode, the startup command line will differ.

--tls.mode = enabling TLS for config server channel. Possible values TLS, TLS_MUTUAL, UPGRADE, NONE. Default value is NONE.

 

TLS Upgrade Port Mode

When the configuration server from Genesys is running in Upgrade mode, it is enough to specify command line argument --tls.mode=”UPGRADE” and set the security section of the Vidyo server application according to the "Setting TLS in the Application Object" section of the Deploying VidyoEngage for Genesys article. The Vidyo server connects to the Configuration server and performs the upgrade to TLS mode based on the PEM files location delivered from the configuration server. The configuration server will read the location from the Vidyo server application object specified in --app_name startup option.

The vidyo server startup option --port= <cfgServerUpgdradePort>, it is configuration server upgrade port.

TLSUpgrade1.png


TLSUpgrade2.png

TLS Secured Port Mode

If the configuration server is running at a secured port, a TLS handshake is required on connection opening. The TLS certificate must be specified within the Vidyo Sserver startup options.

The startup script options:

  • tls.mode: Mode that configuration server has configured the port. Possible values are upgrade, tls, tls-mutual, none. Default value is “none”.
  • tls.trusted-ca: Trusted certificate authority pem file.
  • tls.certificate: Path to certificate file used for secured connection to configuration server. Default value is empty string. If path is not specified or is invalid, then Vidyo server will fall back to non-secured mode and will try to open connection without TLS.
  • tls.certificate-key: Path to certificate key file used for secured connection to configuration server. Default value is empty string. If path is not specified or is invalid, then Vidyo server will fall back to non-secured mode and will try to open connection without TLS.
  • tls.crl: Optional definition of the Certificate Revocation List file path.
  • tls.sec-protocol: Security protocol enabled for channel. Valid values are SSLv23, SSLv3, TLSv1, TLSv11, TLSv12. Default value SSLv23 enables any protocol requested from server.

The vidyo server startup option --port= <cfgServerSecuredPort>, it is configuration server secured port.

TLSSecured1.png

TLSSecured2.png

Interaction Server TLS Channel

The TLS functionality will be enabled for the Interaction server channel if the application object connections point to the secured Interaction server port.

Interaction server secured port example configuration:

InteractionServer1.png

 

 Vidyo Server connections example configuration:

NewConnectionInfo.png

The Advanced tab accepts the following options:

  • certificate: Path to certificate file.
  • certificate-key: Path to certificate key file.
  • trusted-ca: Path to trusted CA .pem file.
  • crl: Optional definition of the Certificate Revocation List file path.
  • sec_protocol: Optional security protocol enabled for channel. Valid values are SSLv23, SSLv3, TLSv1, TLSv11, TLSv12. Default value SSLv23. It enables any protocol requested from server.

The Vidyo server will accept semicolon separated lists of values. For example: certificate=/path/to/certificate-file.pem;certificate-key=/path/to/certificate-key-file.pem;sec_protocol=SSLv23.

By setting this option, it is possible to override security options defined previously in the startup command or application object. For more details, see the "Overriding Security Settings in the Applications Object" section of the Deploying VidyoEngage for Genesys article.

Vidyo Server Startup Log File

By default, the Vidyo server logger configuration is enabled with log-to-console functionality. Starting with version 18.1.0, it is possible to override this setting by adding parameters to the startup command line:

  • --startup.log: Enables or disables startup log to be written into file. Possible value is file path string. In this configuration, file name is obtained from last segment after separator. The log file name will be appended with _currentdatetime. For example: value c:\temp\VidyoServer will create file c:\temp\VidyoServer_YYYYmmDD_hhMMss.log. The c:\temp must exist. Otherwise, log file will be written into Vidyo server installation folder.

    Default value is empty string and startup log is disabled.

  • --startup.loglevel: Sets log4j supported log level. Possible values are ALL, DEBUG, ERROR, FATAL, INFO, OFF, TRACE, WARN. Default value is INFO. This option will set root logger to selected value.

  • --startup.logfilter: Sets log filter for all loggers enabled during Vidyo Sserver operation. The logger accepts a comma separated list of String values. Server will apply log4j StringMatchFilter to all loggers. The filter will also be applied to logger defined in application object.

The startup logger writes all log records until vidyo server is connected to Genesys platform and logger settings is successfully obtained from Vidyo Server application object.

Setting Options in config-server-user.properties

Starting with version 18.1.0, the Vidyo server allows the user to specify startup options in the config-server-user.properties. This enables Vidyo server monitoring in the Genesys management layer as a Third Party Server application.

The Vidyo server startup configuration (after moving configuration items from command line to file) may look like the example below.

Startup command line:

c:\Java\jdk1.8.0_121\bin\java -jar VidyoServer-18.1.0.0.jar --app_name=vidyo-server-win

Configuration file:

# Place this file in the VidyoServer working directory.

# Use gaa-pass-util.jar to generate an encrypted passwords.

#configuration server

host=192.168.2.129

port=2020

username=default

password=+3Ir7ICPbZWcwUodfTKbtMw==

#tls properties

tls.certificate=c:\\GCTI\\VidyoServer\\conf\\02_appsrv6_cert.pem

tls.certificate-key=c:\\GCTI\\VidyoServer\\conf\\02_appsrv6_priv_key.pem

tls.trusted-ca=c:\\GCTI\\VidyoServer\\conf\\02.pem

tls.mode=NONE

#tomcat properties

custom.tomcat.connector.http.port=8070

server.port=8773

#keystore properties

server.ssl.key-store=C:\\GCTI\\VidyoServer\\keystore.jks

server.ssl.key-store-password=+Kly8MJjL0N6Zw0ggm6WoJA==

server.ssl.key-password=+Kly8MJjL0N6Zw0ggm6WoJA==

By setting --app_name into the command line parameters, it's easier to monitor the Vidyo server as a Third Party application in Genesys Administrator.

 

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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