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Deploying VidyoEngage for Genesys

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This article contains the following sections:

 

Caution: This article doesn’t replace the Genesys Solution Deployment guides and doesn’t provide information about how to install Genesys components. The working Genesys solution is a prerequisite to installing the Vidyo Adapter. This article provides information about how to install the Vidyo Adapter Solution only. For information about Genesys solution components installation, you must refer to https://docs.genesys.com/Documentation.

 

General Deployment

Prerequisites

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

  • Vidyo User Accounts (for agents)

  • Operating system specific
    • Linux root access
    • Windows administrator privileges
  • Firewall setting between
    • Customer side (Web Widget) and Genesys
    • WDE agent network, VidyoWorks, and Genesys
  • Configuration of VidyoEngage for Genesys
    • Agent roles (can use Vidyo for Click to Vidyo; can use IM for Invite Expert)
    • Workspace out-of-box options
  • Feature specific
    • Voice escalation to Vidyo
      • Genesys T-Server SIP
      • Genesys IXN server for Business Reporting
    • Chat escalation to Vidyo
      • Genesys eServices and/or Web Engagement
      • Genesys T-Server SIP for Invite Expert and Transfer Video
      • Genesys GMS for Genesys Widgets Sample
      • Genesys Widgets
    • Click to Vidyo
      • Genesys IXN server for open media routing and Business Reporting
      • Genesys Orchestration Server (configured to route multimedia interactions)
      • Verified SSL certificate file for secured Vidyo Server communication (for test instance, a self-signed certificate is enough)
      • Genesys T-Server SIP for Invite Expert and Transfer Video
      • Genesys Widgets

For detailed information about supported operating systems, Genesys, and third-party component versions, see the Compatibility for the VidyoEngage for Genesys Adapter article.

Licensing

For information about Genesys licensing, refer to the Genesys Licensing Guide.

Tasks Summary

  1. Install the third-party software.

  2. Perform the Genesys Administrator (optionally CME) and GAX changes to framework:
    • Set vidyo media type.
    • Set new capacity rule (can be set with CME Resource Capacity Wizard plugin).
    • Set agent skill, group, Person object (agent, expert).
  3. Set Routing script web container and deploy scripts in GA:
    • Deploy web container (Tomcat).
    • Deploy routing scripts.
    • Configure routing scripts in GA.
  4. Deploy the Vidyo Server application object:
    • Deploy the application object.
    • Set connections and options.
  5. Deploy the WDE application object:
    • Configure open media channels.
    • Set the agent roles for vidyo and expert.

The Genesys software is normally installed in the GCTI folder. For Windows installations, create “C:\GCTI\vidyo”. For Linux distributions, create the “/opt/gcti/vidyo” folder. The server-side software will be located in these folders.

Installation Package Contents

The installation package contains multiple components to support the video conferencing feature.

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

  • VidyoServer-<release version>.jar
  • Configuration Files
    • 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
  • log4net.dll
  • Newtonsoft.Json.dll
  • shutdown.bat
  • shutdown.sh
  • startup.bat
  • VidyoServerService.exe
  • VidyoServerService.exe.config


Workspace Plugin for Vidyo are two separate files for WDE release 8.5.117.xx and 8.5.125.xx:

WorkspacePlug-in_Vidyo_<release version>-<wde version>_<release date>.zip

  • Languages
    • Genesyslab.Desktop.Modules.CustomVidyo.en-US.xml>
  • Snapshots
    • Default.bmp
    • tmp
  • Genesyslab.Desktop.Modules.CustomVidyo.dll
  • Genesyslab.Desktop.Modules.CustomVidyo.module-config
  • VidyoClientDll.dll.config
  • VidyoClientDll.dll
  • ca-certificates.crt
  • ca-certificates-base.crt

 

The content of InteractionWorkspace.exe.config as related to the Vidyo plugin was moved in version 18.1.0 to VidyoClientDll.dll.config. InteractionWorkspace.exe.config doesn’t need to be modified or replaced anymore. It was removed from the install package.

 

WorkspacePlugin_Templates_<release version>_<release date>.zip (GA WDE application template)

ORSApp: ORSApp_<release version>_<release date>.zip (ORS routing application)

VidyoApplications: VidyoApplications_<release version>_<release date>.zip (Composer project to modify ORS routing)

WebIntegrationSamples:

  • WebIntegration_Vidyo_<release version>_<release date>.zip (Standalone samples)
    • <release version> - is Vidyo plugin release
    • <wde version> - is target WDE version. Vidyo plugin included in this package is compiled and tested with this WDE version.

 

Third-Party Software Deployment

The information in this section assumes that the customer doesn’t provide a web container for ORS routing and Web Integration samples.

Before you begin, download the following:

ORS Tomcat

ORS tomcat will run the ORS application released with the Vidyo Adapter package (ORSApp_<release version>_<release date>.zip).

Windows

  1. Unzip the Tomcat binaries from apache-tomcat-9.0.0.M26.zip to C:\GCTI\vidyo\orsweb.

  2. Open orsweb\conf\server.xml:
    • Set shutdown port, port="9015" shutdown="SHUTDOWN"
    • Connector port="9010" protocol="HTTP/1.1"
    • Connector port="9019" protocol="AJP/1.3"
  3. Navigate to orsweb\bin:
    • Open the command line.
    • Execute startup.bat.
  4. Verify whether Apache Tomcat is running at http://<server>:9010.

<server> is the FQDN or hostname of the server that is running the Apache Tomcat container.

Linux

  1. Unzip the Tomcat binaries from apache-tomcat-9.0.0.M26.zip to /opt/gcti/vidyo/orsweb.

  2. Open orsweb\conf\server.xml:
    • Set shutdown port, port="9015" shutdown="SHUTDOWN"
    • Connector port="9010" protocol="HTTP/1.1"
    • Connector port="9019" protocol="AJP/1.3"
  3. Navigate to orsweb\bin:
    • Open the command line.
    • Execute startup.sh.
  4. Verify whether Apache Tomcat is running at http://<server>:9010.

Web Widgets Tomcat

Apache Tomcat will run Sample widgets as a customer-side example integration.

Generating the Keystore for Web Widgets Tomcat

Due to the latest security updates of browsers, you must enable the https port on Widgets Tomcat. This requires a certificate to be generated. For test purposes, you can generate a self-signed certificate.

The same procedure is applied as described in the Creating the Keystore File for Tomcat section later in this article.

To perform the installation:

  1. Create the keystore file as described in the Creating the Keystore File for Tomcat section later in this article.
  2. Copy the final keystore.jks to the websrv\conf\ folder.

If Web Widgets Tomcat is running at the same host as the Vidyo server, it is possible to reuse the same keystore file.

<name-of-keystore> - is by default keystore.jks

Windows

  1. Unzip the Tomcat binaries from apache-tomcat-9.0.0.M26.zip to C:\GCTI\vidyo\websrv.

  2. Set Tomcat https and management ports:
    • Open websrv\conf\server.xml.
    • Set shutdown port, port="9025" shutdown="SHUTDOWN"
    • Connector port="9020" protocol="HTTP/1.1"
    • Connector port="9029" protocol="AJP/1.3"
  3. Enable Tomcat https port:
    • Open websrv\conf\server.xml.
    • Define the https port:
      <Connector port="9023" protocol="org.apache.coyote.http11.Http11NioProtocol" maxThreads="150" SSLEnabled="true">
                <SSLHostConfig>
                     <Certificate certificateKeystoreFile="conf/<name-of-keystore>" type="RSA" />
                </SSLHostConfig>
           </Connector>
    • <name-of-keystore> - is the file name of the keystore defined in the "Generating the Keystore for Web Widgets Tomcat" section above.
  4. Navigate to websrv\bin:
    • Open the command line<./li>
    • Execute startup.bat.
  5. Verify whether Apache Tomcat is running at http://<server>:9020 and http://<server>:9023.

Linux

  1. Unzip the Tomcat binaries from apache-tomcat-9.0.0.M26.zip to /opt/gcti/vidyo/websrv.

  2. Open websrv\conf\server.xml:
    • Set shutdown port, port="9025" shutdown="SHUTDOWN"
    • Connector port="9020" protocol="HTTP/1.1"
    • Connector port="9029" protocol="AJP/1.3"
  3. Define the https port:
         <Connector port="9023" protocol="org.apache.coyote.http11.Http11NioProtocol"           
               maxThreads="150" SSLEnabled="true">
                     <SSLHostConfig>
                          <Certificate certificateKeystoreFile="conf/<name-of-keystore>" type="RSA" />
                     </SSLHostConfig>
            </Connector>


  4. Navigate to websrv\bin:
    • Open the command line.
    • Execute startup.sh.
  5. Verify whether Apache Tomcat is running at http://<server>:9020 and http://<server>:9023.

For the https port, the browser will open a security exception dialog. Confirm this security exception and continue with the normal browser operation. It is possible to export and install self-signed certificates locally, and the security exception dialog will not appear.

Java 8

Install Java into the operating system, if it is not there already. Verify whether Java is installed by opening the command line and typing java –version.

The expected response to the command line is the version of the Java package installed.

java version "1.8.0_121"

Java(TM) SE Runtime Environment (build 1.8.0_121-b13)

Java HotSpot(TM) 64-Bit Server VM (build 25.121-b13, mixed mode)

If your OS can identify that Java 1.8 is installed, it is not necessary to re-install it. Instead, perform the steps in the following subsections.

Windows

Create a C:\GCTI\java directory and install Java into it. For detailed information about how to perform the install procedure, refer to the Oracle documentation at https://docs.oracle.com/javase/8/docs/technotes/guides/install/windows_jdk_install.html#CHDEBCCJ.

Linux

Create a /opt/gcti/java directory and install Java into it. For detailed information about how to perform the install procedure, refer to the Oracle documentation at https://docs.oracle.com/javase/8/docs/technotes/guides/install/linux_jdk.html#BJFGGEFG.

 

Installing Routing Scripts

Deploying ORS Scripts

Navigate to the installation package folder “ORSApp”. Unzip the package and copy the “ORSApp” folder into the web container “webapps” deployed in the "ORS Tomcat" section above.

  1. For windows and Linux based installation is procedure the same. Navigate to web container installation folder /opt/gcti/vidyo/orsweb or C:\GCTI\vidyo\orsweb.

  2. Open the webapps folder.

  3. Unzip the content of ORSApp_<version>_<releasedate>.zip into the webapps folder.

  4. Start Tomcat ORS web container.

  5. Open a web browser (IE, Firefox, or Chrome).

  6. Navigate to http://<server>:9010/ORSApp/ors/src-gen/IPD_default_vidyo_RouteToAgent.scxml.

  7. Navigate to http://<server>:9010/ORSApp/ors/src-gen/IPD_default_defaultWorkflow.scxml.

The URLs executed in steps 6 and 7 must respond with SCXML structure into the browser window. The ORS will access these scripts during the Vidyo interaction routing. If these scripts are not accessible, routing will not work.

Sample results are shown in the following illustrations:

RoutingScriptSample1.png

 

RoutingScriptSample2.png

 

Changing Interaction Routing (Optional)

Optional changes of routing scripts are aimed at customers who want to use overflow routing based on attached skill and skill level in the Click to Vidyo request.

In addition, it is possible to develop custom routing based on the Click to Vidyo routing data attached to interaction.

Deploying the Routing Script from the Package

The installation package contains version 18.4 pre-deployed routing scripts, which carries overflow logic described in the Routing Script Diagram section. The package is a .war file which has to be deployed onto the ORS web application container.

The steps below are the same for Windows and Linux.

To deploy the routing script:

  1. Navigate to web container installation folder /opt/gcti/vidyo/orsweb or C:\GCTI\vidyo\orsweb.

  2. Open the webapps folder.

  3. Copy VidyoApplications\VidyoApplications_18.4.0.103.war from VidyoApplications_18.x.x.x_xxxxxx.zip to the webapps folder.

  4. Open the Genesys Administrator Scripts and change option URI of 'Enhance Routing Script'.
    For example, in the screenshot below, the ORS web server host is appsrv6 and the port is 7030:

    RoutingScript.png

  5. Navigate to http://<server>:9010/VidyoApplications_18.4.0.103/ors/src-gen/IPD_default_vidyo_RouteToAgent.scxml.

  6. The .scxml script must be reachable from the server where ORS is running. The ORS does execute this script for routing to agent.

The default routing script set in option external_url at the Vidyo Server application object must not be updated. It must point the default ORS application to http://:9010/ORSApp/ors/src-gen/IPD_default_defaultWorkflow.scxml deployed with the ORSApp package.

 

Routing Script Diagram

With release 18.3 and later, the Vidyo applications package is updated with routing scripts which allow routing to skills attached to user data. The installation package zip file VidyoApplications_18.x.x.x_xxxxxx.zip contains this script. Expected inputs from the attached data are:

  • aTimeout - routing timeout configured at Vidyo Server Click to Vidyo service
  • target - default target routing expression configured at Vidyo Server Click to Vidyo service
  • skill-n - string skill name configured in Genesys Administrator
  • skillDesc-n - integer skill level assigned to an agent

The skill name can be attached to KVP skill-N and the skill level can be attached to KVP skillDesc-N. The starting index is 0 and the maxi index is 10. The diagram below explains the routing logic in detail.

RoutingScriptDiagram.jpg

Examples of various userdata attached from THE client application within predefined key names:

1. skill-0=books, skillDesc-0=2, target=vidyo>1@statserver.GA

Routing expression is books==2@statserver.GA

Result:

  • The target selection will be executed with expression books==2@statserver.GA
  • Agent books==2 selected within 5 seconds timeout
    • Yes – Routing is stopped and interaction is delivered
    • No – Routing overflows to skill expression defined in “target” userdata

2. skill-0=books, skillDesc-0=not set, target=vidyo>1@statserver.GA

Routing expression is books>1@statserver.GA

Result:

  • The target selection will be executed with expression books>1@statserver.GA
  • Agent books>1 selected within 5 seconds timeout
    • Yes – Routing is stopped and interaction is delivered
    • No – Routing overflows to skill expression defined in “target” userdata

3. skill-0=books, skillDesc-0=not set, skill-1=planes, skillDesc-1=2, target=vidyo>1@statserver.GA

Routing expression is (books>1 OR planes ==2)@statserver.GA 

Result:

  • The target selection will be executed with expression (books>1 OR planes ==2)@statserver.GA
  • Agent (books>1 OR planes ==2) selected within 5 seconds timeout
    • Yes – Routing is stopped and interaction is delivered
    • No – Routing overflows to skill expression defined in “target” userdata

4. skill-0=books, skillDesc-0=not set, skill-2=planes, skillDesc-2=2, target=vidyo>1@statserver.GA

Routing expression is (books>1)@statserver.GA

Result:

  • The target selection will be executed with expression (books>1)@statserver.GA
  • Agent (books>1) selected within 5 seconds timeout
    • Yes – Routing is stopped and interaction is delivered
    • No – Routing overflows to skill expression defined in “target” userdata

Skill 2 is ignored due to missing index 1 and only skill 1 routing will be applied.

Producing the Routing Script with Composer 

The Genesys Composer project used to generate the scripts provided with the solution may be extended as needed.

Follow this process to generate an optional routing script as it is delivered with package in the form of .war file:

  1. Locate the Composer .project file.

  2. Open Eclipse, which includes the Composer plugin (Composer version 8.1.410.14).

  3. Import the project as 'Existing Project into Workspace'.

  4. Use Workflows/RouteToAgent.workflow as the entry point to the strategy. From here the extension may begin.

  5. Once the new strategy is complete, compile the whole project (not just the RouteToAgent.workflow).

  6. Do NOT publish the IPD, but export the project as a .war file.

  7. Follow steps from Deploying the Routing Script from the Package, but use the newly produced .war file from step 3.

  8. Update the '‘Enhance Routing Script'’ object, configure the URI to the newly deployed .war package application at ORS web application container.

The compiled application will provide the functionality explained the Routing Script Diagram section. For instructions about how to develop new applications, see the following section, Developing a Custom Routing Script with Composer.

Developing a Custom Routing Script with Composer 

Development of a custom routing script requires good knowledge of Genesys routing and orchestration development. Refer to https://docs.genesys.com/Documentation for more details.

Input parameters configurable in the Vidyo Server Click to Vidyo service:

  • aTimeout - Mandatory target selection timeout for all targets in seconds. The Click to Vidyo session expires and the web application will be updated with the “No agents available” error after this timeout expires. The Vidyo Server will request stop interaction, if the interaction is still active in Genesys routing.
  • vQueue - Optional virtual queue specified in target selection block.
  • target - Mandatory default routing target expression in low-level URS format. Example:
    ?:(vidyo>1)@stat.GA, (route to group of agents (GA) with skill (vidyo) equals more than (1), registered at Statistic server (stat)) ?:(skill>level)@StatServerAppObjectName.ObjectDefinition
  • ttl - Mandatory time to live for get URI request. If this timeout is reached, the web application waiting time to get meeting room url is expired.

For a detailed description of the Vidyo Server options, refer to the Vidyo Server Configuration Options Reference section.

More custom userdata can be attached to the Click to Vidyo interaction in the JSON payload. For a detailed description, refer to the Overview-of-VidyoEngage-for-Genesys article.

The development of custom routing consist of these three steps:

  1. Get total routing timeout from attached data (mandatory) aTimeout=_genesys.ixn.interactions[system.InteractionID].udata['aTimeout']

  2. Get default routing expression from attached data (optional) target=_genesys.ixn.interactions[system.InteractionID].udata[‘target’]

  3. Parse statserver name from “target” default routing expression (optional)
         statsrv1 = target.split("@");
    statsrv = statsrv1[1];

The “target” attached should contain a valid routing expression. However, if the developer of the Vidyo routing script decides to use different approach, steps 2 and 3 may become optional. The Stat server name and default routing expression can be set manually or based on any other attached data.

The developer, along with the Composer application, can create custom routing logic, and by attaching custom userdata, they can change the way the target selection is performed.

Caution: The Timeout userdata must be kept as global routing timeout. Within this timeout, the routing script must be finished. If not, the Vidyo Server will request stop Vidyo interaction and cancel the routing session. Then, the ORS routing timeout error with the “No agents available” message will be delivered to the web application from Vidyo 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 article 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 Genesys WDE 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.


Add Media Type

To add a media type:

    1. Go to Routing/eServices > Business Attributes.

    2. Select Media Type > Attribute Values.

    3. Enter new Name = vidyo.

    4. Click Save.


Capacity Rules

Capacity rules may be modified to support the new media type and accept voice and chat interactions.

To modify capacity rules:

  1. Log in to GAX or use the Configuration Manager Resource Capacity Wizard.

  2. Go to Accounts > Capacity Rules.

  3. Select + to Add Capacity Rule.

  4. Set the name "capacity-voice-chat-vidyo".

  5. Click + to add media.

  6. Select vidyo from the list and click Ok.

  7. Select voice from the list and click Ok.

  8. Select chat from the list and click Ok.

    The final configuration will look like this:

    CapacityRule.png

 

Caution: The capacity rules must be set by the wizard or GAX only. Setting the value manually will cause issues during the interaction routing. That is, the interaction will not be delivered to the agent even if the agent is assigned the capacity rule.

 

Add a Virtual Queue

A virtual queue is an object for the new Interactions of media type vidyo to collectively wait to be routed.

To add a virtual queue, open GA and:

  1. Go to Switching > Switches > <Switch Name>.

  2. Select the DNs tab.

  3. New
    • Name = vq_vidyo
    • Alias = vq_vidyo_SIPSwitch
  4. Click Save.

    <Switch Name> is the name of the switch preconfigured in the Genesys system. It is required for Voice to Vidyo escalation. The agent must be able to handle inbound voice interactions.


Add a Skill

A new skill can be added for skills-based routing to agents.

To add a skill:

  1. Go to Accounts > Skills.

  2. New
    • Name = vidyo.
  3. Click Save.



Agent Configuration

Add a new Person object with Agent type and assign it with Access Group valid for other WDE-enabled agents.

To configure agents:

  1. Go to Accounts > Users.

  2. New
    • General Info:
      • First Name = Vidyo
      • Last Name = 1
      • Employee ID = vidyo01
      • User Name = vidyo01
      • Agent = checked (True)
      • State = checked (Enabled)
    • Agent Info:
      • Capacity Rule = capacity-voice-chat-vidyo
      • Skill = vidyo, Level = 5
      • Agent logins = <Switch-Login-Id>
    • Member of:
      • <WDE-access-group>
  3. Make agent vidyo01 a registered Vidyo portal user. Set agent Annex with section vidyo.
    • Option username=<vidyoportalusername>
    • Options password=<vidyoportalpassword>
  4. Click Save.


<Switch-Login-Id> - Switch login ID must be assigned for voice to vidyo escalation. Agent must be able to log in to voice channel and handle inbound voice interactions.

<WDE-access-group> - Access group for agents who are enabled to use WDE application for inbound vice and chat channels.

<vidyoportalusername> - Username that is configured at the Vidyo portal to be used with Adapter.

<vidyoportalpassword> - Password for an agent.

Each agent must have their account configured at the Vidyo portal.


Agent Group

An Agent Group object can be a target for the new Interactions of media type vidyo. The Vidyo Interactions may be routed to Agents in this group.

To add an agent group:

  1. Go to Accounts > Agent Groups.

  2. New
    • Name = AgentGroupVidyo (example)
  3. Add Agent vidyo01 to the Agent Group.

  4. Click Save.


Vidyo Server

The Vidyo server has its own application object. The server connects to the application object at startup to read the configuration and set up the Vidyo interface services.


Add the Application Template

To add the application template:

  1. Copy the template from the package contents to the GA server.

  2. Go to Environment > Application Templates.

  3. Go to Task > Create > Upload Template.
    • Add
    • Select VidyoServer_184.apd
  4. Click Save.


Add an Application

A VidyoServer Application object uses the new template to define the options.

To add an application:

  1. Go to Environment > Applications.

  2. Click New.

  3. General
    • Name = VidyoServer
    • Template = VidyoServer_184
    • Connections > Add
      • Interaction Server
      • Orchestration Server
      • Solution Control Server
  4. Server Info
    • Tenants = <Tenant Name>
    • Host = <Server-Host-Name>
    • Listening Ports
      • Add
        • Default = 9030
        • https = 9032
    • Working Directory = <*>
    • Command Line = <*>
  5. Click Save.

    Note that <*> are not used by the server, but must contain any information for the enable application object to be saved to the configuration database. Insert “.” (dot) as a fake application option value and save the application object.



Vidyo Server Options

In order for the Vidyo Server to work with the sample routing delivered within the installation package, you must set the following options in the application object.

Section service.click-to-vidyo

OPTION COMMENTS
 _external_url http://<server>:9010/ORSApp/ors/src-gen/IPD_default_defaultWorkflow.scxml
 _ors http://<ors-server>:<http-port>
 _queue vq_vidyo_SIPSwitch
_target ?:(vidyo>1)@<stat-server>.GA
_hide_KVP_values false
_agent_reserve_timeout

30

_media_type vidyo
_ttl 360


_external_url - URL of the ORSApp workflow (IPD_default_defaultWorkflow.scxml).

_ors – configuration of ORS http port. This option overrides the setting of “Connections” if required. To find <http-port> or ORS, navigate to ORS application object > Configuration > Server Info > Listening Ports. Read port with ID = http.

_target – low-level routing expression. The explanation of items in the routing expression are listed in the following table.

_agent_reserve_timeout - target selection timeout. ORS looks for an available agent for 30 seconds. On expiration, it will respond to the Vidyo Server with a no available agents error. For more information, refer to the Overview of VidyoEngage for Genesys article.

Expression

?:(skill-name>skill-level)@<stat-server>.GA

<skill-name> Name of skill assigned to Vidyo agent
 > Logical operator from list (>, <, =, !=, >=, <=)
 <Skill-level> Minimum skill level that meets interaction routing criteria
<stat-server> Name of statistical server application object name used by URS for routing Vidyo interactions to agents
.GA Internal URS identifier for group of agents


The target expression “?:(vidyo>1)@StatServerNameHere.GA” translated to human language means: “Select Group of Agents with skill vidyo more than 1, monitored by statistical server with name StatServerNameHere”.

Setting _agent_reserve_timeout and _ttl

The _agent_reserve_timeout and _ttl are variables that define:

  • _agent_reserve_timeout: Maximum number of seconds necessary to find an agent by the Genesys routing engine.
  • _ttl: Maximum number of seconds required for delivering a Vidyo interaction to an agent + establishing the video conference by an agent + delivering meeting ulr guestlink from WDE to Vidyo Server and customer web interface.

Rules to set these timeouts:

  1. _ttl > _agent_reserve_timeout: Logically _ttl must be always higher due to the extra time required for the Vidyo meeting establish signaling. If _ttl <= _agent_reserve_timeout, the Vidyo Server is set with default values.
  2. _ttl: _agent_reserve_timeout maximum value is 600. The 10 minutes is the longest polling interval for these options. If the Vidyo Server is set with a value higher than 600, the values are set with defaults.
  3. _ttl: _agent_reserve_timeout must be a positive integer; in case of 0 or negative numbers, the options are set with default values.

The formula _ttl-_agent_reserve_timeout = _establish_time shows how much time is left for an agent/WDE to establish a video meeting. Make sure to provide the WDE enough time to perform the establish step, otherwise the guestlink will not be delivered to the customer web application. On _ttl expired event is Vidyo Server stopping Click to Vidyo service.

Section Log

Starting from version 18.1, the Vidyo server writes the log file with a unique name after startup. The file name specified in the log_file option is appended with the current timestamp _YYYYmmDD_HHMMSS.log. Older versions of the Vidyo server will write the log to a filename specified in the option log_file without an additional suffix.

For Linux deployments, use e.g. /tmp/log/genesys/vidyo/vidyoserver. For more information about logger settings, see the Vidyo Server Configuration Options Reference section.

Configuring the Application Object Annex

This step is optional and allows administrator to start and stop the application from the management layer.

Configuring the Start Stop Command for the Vidyo Server in the Application Object

For startup from the Genesys management layer, it is required to add the start_stop command into the application object Annex. To do so, perform these steps:

  1. Open the Genesys Administrator.

  2. Locate the Vidyo Server application object.
    In the example case, it is vidyo-server-win.

  3. Add the start_stop section with these options:
    • start_command=net start <windows-service-name>
    • stop_command=net stop <windows-service-name>

<windows-service-name> is the service name created after the binary installation. For more information, see the Add a Windows Service section of this article. For detailed instructions about how to start third-party services, refer to the Genesys guide How to Manage Third-Party Applications.

annex.png

For Linux installations, it is possible to use the start/stop sh scripts for the start and stop commands in Annex. Refer to Genesys Management Framework for more details. This feature was introduced in the Vidyo Server 18.4 release.


Vidyo Server Configuration Options Reference

Section General

Option Description Valid Default

IxnQueue

Name of Genesys Queue where Vidyo Server submits the interaction. The queue name is from the Add Interaction Queue section. String VidyoIxnQ
use-config-cache

Note: This was added in release 18.4.2.
Instructs the Vidyo Server to read the Genesys ORS configuration to cache on startup and to not request it for each Click to Vidyo session from the Genesys configuration server. Configuration is cached and the ORS application switchover events are monitored by the Vidyo Server.  true/false false 


Section Log

Option Description Valid Default

log_file

Absolute path to log file where Vidyo Server writes logs after it gets connected to the Genesys configuration server.

Note: Format was changed in version 18.1.0.

FilePath String N/A

log_level

Log level as defined by log4j library. ALL, DEBUG, FATAL, INFO, OFF, TRACE, WARN INFO

log_max_file_size

Maximum allowed file size (in bytes) before rolling over. Suffixes "KB", "MB" and "GB" are allowed. 10KB = 10240 bytes String compiled from number with one of allowed suffixes. 10MB

num_backups

Maximum number of backup files to keep Positive integer 1

log_psdk

Enable/disable write of events coming from Genesys backend true/false false

log_filter

Sets list of strings prevented to be written into log. By default, Vidyo Server filters out all passwords. Comma separated list of strings N/A

 

Section service.click-to-vidyo

Option Description Valid Default

_external_url

http link to ORS routing strategy invoked by Vidyo server on interaction created. ORS URI N/A

_ors

ORS server host and port; the port must be configured in ORS application object Info tab as http port http://<orshost>:<port> N/A

_queue

URS target selection queue used by for interaction delivery String Queue Name from Genensys configuration N/A

_target

Low-level target selection expression used for Genesys routing String target selection expression in valid routing format N/A

_hide_KVP_values

Option to hide key value pairs submitted from Web Server to Vidyo server true/false false

_agent_reserve_
timeout

Note: This was updated in release 18.4.2.

Target selection timeout in seconds; after this timeout, agent routing is stopped and ORS responds to the Vidyo Server with an error (see the Setting _agent_reserve_timeout and _ttl section for configuration details). Positive integer (1-600) 30

_media_type

Name of Vidyo interaction media type vidyo vidyo

_ttl

Note: This was updated in release 18.4.2.

Timeout in seconds to wait for Guestlink from Genesys backend. After this timeout, Vidyo Server considers interaction as not served and responds with an error (see the Setting _agent_reserve_timeout and _ttl section for configuration details). Positive integer in range (1-600) 360

 

Section Security

The security section is added into the configuration with the TLS connection between vidyo and the Genesys backend feature. This section is mandatory only when the TLS connection is enabled at the Genesys backend components, such as Interaction or Configuration server. If you don't have TLS enabled at the Genesys platform, proceed to the "Routing Changes" section of this article.

Option Description Valid Default

certificate

Definition of file path pointing to PEM certificate file Absolute file path to certificate file N/A

certificate-key

Definition of file path pointing to PEM certificate key file Absolute file path to certificate key file N/A

trusted-ca

Definition of file path pointing to PEM trusted certificate authority file Absolute file path to trusted certificate authority file N/A

crl

Optional definition of the Certificate Revocation List file path Absolute file path to trusted crl file N/A

sec_protocol

Optional security protocol enabled for channel SSLv23, SSLv3, TLSv1, TLSv11, TLSv12 SSLv23

 

To enable a secured channel connection between the Vidyo server and the Genesys backend, you must specify the connection to the secured backend server port.

NewConnectionInfo.png

After this configuration is done, the Vidyo server will look for certificate options in the security section, startup section, or connection advanced section. Information about how to override security setting can be found in the following section, "Overriding Security Settings in the Application Object".

Overriding Security Settings in the Application Object

Vidyo Server applies security setting in following order:

  • startup command line
  • config-server-user.properties file
  • application object
  • connection advanced section

The highest priority has the last record in the list above. The user can set the TLS settings in the startup command line as is explained in the "Vidyo Server Startup Command Line Attributes Reference" section later in this article, and can override this settings in the Genesys configuration. For a detailed description of the command line settings and configuration server TLS settings, see the "Vidyo Server Properties" section of this article.

Setting TLS in the Application Object

Within the application object, you must create a “security” section and store options related to the TLS feature in it.

Setting_TLS.png

The options can be overridden in the component connection tab, if the component uses a different TLS setting.

Setting_TLS_2.png

Vidyo Server is connected to the secured backend component port.

Setting_TLS_3.png

The options used in the section security must be stored in the format option=value within semicolon “;” separated list.

Example of Vidyo Server Basic Configuration

Setting_TLS_4.png

Routing Changes

For the Click to Vidyo use case, it is necessary to deploy ORS-based routing scripts.

Configuring Scripts in GA

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".

The options are provided as *.cfg files that may be imported into GA.


Add the Interaction Queue

To add the interaction queue:

  1. Copy the configuration files from the package contents to the GA server.

  2. Go to Environment > Scripts.

  3. New Folder
    • Name=Vidyo (example)
  4. Select new folder Vidyo.

  5. New
    • Name=VidyoIxnQ
    • Type=Interaction Queue
  6. Click Save.

  7. Select the Options tab.

  8. Import
    • Select configuration file InteractionQueue_VidyoIxnQ.cfg
  9. Click Save.


Add the Interaction Queue View

To add the interaction queue view:

  1. Go to Environment > Scripts.

  2. Select the new Vidyo folder.

  3. New
    • Name=VidyoIxnQ.VidyoInbound
    • Type=Interaction Queue View
  4. Click Save.

  5. Select the Options tab.

  6. Import
    • Select configuration file InteractionQueueView_VidyoIxnQ.VidyoInbound.cfg
  7. Click Save.


Add the Interaction Submitter

To add the interaction submitter:

  1. Go to Environment > Scripts.

  2. Select the new Vidyo folder.

  3. New
    • Name=VidyoIxnQ.VidyoInbound.submitter
    • Type=Interaction Submitter
  4. Click Save.

  5. Select the Options tab.

  6. Import
    • Select configuration file InteractionSumitter_VidyoIxnQ.VidyoInbound.submitter.cfg
  7. Click Save.


Add Enhanced Routing

To add enhanced routing:

  1. Go to Environment > Scripts.

  2. Select the new Vidyo folder.

  3. New
    • Name=VidyoApplications.default_vidyo.RouteToAgent
    • <Type=Enhanced Routing
  4. Click Save.

  5. Select the Options tab.

  6. Import
    • Select configuration file EnhancedRouting_VidyoApplications.default_vidyo.RouteToAgent.cfg
  7. Click Save.

  8. Set the Configuration tab
    • Orchestration > URI
      http://<server>:9010/ORSApp/ors/src-gen/IPD_default_vidyo_RouteToAgent.scxml
    • Orchestration > Parameters
    • Add

OPTION VALUE AND COMMENT
ors_url

http://<ors-server>:<http-port>

<server> - URI configuration is routing script configuration; ORS will execute this script.

<ors-server> - Hostname of ORS server; ORS application object connected with VidyoServer.

<http-port> - ORS http port; ORS application object connected with VidyoServer.


Set ORS Dependencies

  1. Make sure that the solution is able to route the eServices interaction as per the Genesys Deployment Guide https://docs.genesys.com/Documentation/OS/latest/Deployment/eServices.
  2. Set option parse_start_parms=false in section orchestration.
    The ORS doesn’t need to parse input parameters; Vidyo default routing is doing it.
  3. Set the log level of ORS to x-server-trace-level = 2 (optional, only for debugging purposes).

The ORS must be able to perform Vidyo interaction routing from eServices. It must pull interactions from the interaction server and execute the agent routing strategy.

Workspace Desktop

The Vidyo application template and metadata must be uploaded and imported into Administrator. Out-of-box GA configuration must be updated with the new Role Custom Privilege: Custom – Can Use Vidyo.

The new role is included in the application metadata XML file; therefore, the template and metadata xml files are used to create the Application.

  • Workspace_Desktop_Edition_*851_Vidyo184.apd
  • Workspace_Desktop_Edition_*851_ Vidyo184.xml 

Note that the * indicates there are multiple versions of the files. They are distinguished by the SIP Endpoint support that is needed.


Add an Application Template

To add an application template:

  1. Copy the templates from the package contents to the Administrator server.

  2. Go to Environment > Application Templates.

  3. Go to Task > Create > Upload Template.
    • Add
    • Workspace_Desktop_Edition_*851_Vidyo184.apd
    • Name=Workspace_851_Vidyo_Vidyo184
  4. Import Metadata.
    • Add
    • Workspace_Desktop_Edition_*851_Vidyo184.xml
  5. Click Save.

The suffix “_Vidyo184” on the application object template and metadata was introduced in version 18.1.0. Agent Roles were updated so you must upload new templates (.apd) and metadata (.xml) to reload the Roles configuration. The application template now contains a list of options used by the Vidyo plugin.

Add a Workspace Desktop Application

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

To add the workspace desktop application:

  1. Go to Environment > Applications.

  2. New
    • Name=Workspace_Vidyo
    • Template= Workspace_851_Vidyo_Vidyo184
    • Connections > Add
      • Contact server or proxy
      • Interaction server
      • SIP server
      • Stat server
  3. Click Save.

The Step 2c “Connections” must be set with connections to the existing and pre-installed server at the customer premise. The names of the applications are custom set by the person who installed the Genesys solution at customer premise.

The following illustration shows an example configuration:

WorkspaceDesktopExampleConfig.png

All connections on the Workspace application may be set as follows:   

  • Connection Protocol=addp
  • Local Timeout=30
  • Remote Timeout=60
  • Trace Mode=Trace on Client Side

Logging

The OOB Workspace and the Workspace Plugin 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: $Application.RootApplicationData$\log\InteractionWorkspace\logs.

Roles and Privileges

The Workspace Plugin 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 Plugin features.

Create a New Role

To allow agent use of Vidyo channel functionality, it is required to set a new agent role.

To create a new role:

  1. Go to Accounts > Roles.

  2. New
    • Configuration
      • General
        • Name=Vidyo_channel
        • State=(checked) Enabled
      • Members
        • Users
          Add: vidyo01
    • Configuration
      • Add/Remove Products
        • Workspace=checked
      • Custom - Can Use Vidyo=Allowed
      • Workitem Privileges (see the "Workitem Privileges" section)
  3. Click Save.

The following illustration shows the configuration of a role privilege:

WorkspacePrivileges.png

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 Option Dependency

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

  • openmedia.workitem-channels = vidyo

If other custom media types are already specified in this option, add vidyo into comma separated list.

 

Invite Expert Configuration

Invite expert requires additional configuration of the agent Person object and the Genesys extension.

The agent must be ready to handle IM channel messages.

To configure invite expert:

  1. Create a new role in GA Accounts > Roles.

  2. New
    • Configuration
      • General
        • Name=Vidyo_IM
        • State=(checked) Enabled
      • Members
        • Users
          Add: vidyo01
    • Role Privileges
      • Add/Remove Products
        • Workspace=checked
      • Instant Messaging - Can Make
      • Instant Messaging - Can Use Instant Messaging Channel
      • Instant Messaging - Can Release

  3. Click Save.

  4. Assign a login ID in to user vidyo01.

  5. Go to Accounts > Users > vidyo01.
    • Agent Info
      • Agent Logins
        • Add loginID from switch defined in WDE connections
  6. Click Save.

  7. Configure vidyo-expert-01 agent.

  8. Go to Accounts > Users and create a new user.

  9. When user vidyo-expert-01 is created, open the agent Annex and delete the section "vidyo" (if it is configured).

 

The Expert role from the Vidyo point of view is the agent capable of using the Genesys IM channel. The agent has no Vidyo Tenant and Portal setting and is always joining the conference as non-registered vidyo user.

 

Setting Shared and Individual Vidyo Accounts

Depending on the Vidyo licensing module, WDE agent Vidyo accounts must be set. The WDE Vidyo portal credentials setting differs based on the number of Vidyo accounts configured at the portal. At the WDE level, it is possible to configure shared or individual Vidyo accounts.

Shared Vidyo Account

One Vidyo account configured at the portal is used by multiple agents in parallel. In this configuration, the WDE application will use a single login to the portal for all agents. The credentials will be set at the application object WDE that the agent is using for operation.

The WDE application object must be set with:

  • Section, vidyo
    • Option, username=<vidyo_portal_user>
    • Option, password=<vidyo_portal_password>
  • Section, interaction-workspace
    • Option, custom.vidyo-join-conference-guest=true

With shared Vidyo account settings, the agent is always joining the conference as a guest and is not logged into the Vidyo portal during the Vidyo session.

If there will be two agents configured with the same Vidyo account and custom.vidyo-join-conference-guest=false, the agent will not be able to establish Vidyo session in parallel. The Vidyo portal will disconnect the connected agent from the session if a new connection with the same credentials is requested.


Individual Vidyo Account

In this configuration, each agent is configured with unique Vidyo portal credentials. The setting of agent credentials must be done at the agent level.

The WDE application object must be set with:

  • Section, interaction-workspace
    • Option, custom.vidyo-join-conference-guest=false

The agent Person object Annex must be set with:

  • Section, vidyo
    • Option, username=<vidyo_portal_user>
    • Option, password=<vidyo_portal_password>

In the case of individual account settings, the agent is logged in to the Vidyo portal during the video session. The agent logs out on session release. 

 

Configuring the Snapshot Feature

Starting with Adapter version 18.1.0, the WDE plugin allows agents to take a snapshot of the video area. To enable the snapshot feature, set the agent roles to Allow agent to use Snapshot.

ConfigSnapshotFeature.png

Setting the role Allowed will enable snapshot button SnapshotButton.png visibility on the agent's Vidyo toolbar. The snapshot preview files are stored in the folder “Snapshots/tmp” created under the WDE installation folder. If the folder is missing or not available, the snapshot feature will not work.

The saved snapshot files are stored in the specified folder (see the "Configuration Options Reference" section) or in the WDE “Snapshots” folder.

 

Configuring Self-Preview and Video Settings

This feature was added in the 18.2.02 release. Installation of this feature begins with importing of interaction workspace metadata into the Genesys Template object. The agent is allowed to see whether the camera is working with Vidyo client inside of the WDE environment. The agent must be configured with this role, Vidyo - Can Use Self Preview:



If the role is not available in the Administrator, make sure that 18.2.0.2 WDE metadata has been imported to Genesys configuration correctly. 

 

To enable the agent, do devices selection, enable Vidyo – Can Select Devices Role.

The Agent is allowed to utilize these features from the Main toolbar area and Interaction Window toolbar. For more details, refer to the Using the Workspace article.

Caution: The selected devices agent preferences are stored to agent Annex, interaction-workspace section. Make sure to assign the agent write access to Person object, otherwise the last configuration will not persist after the agent logs out. If the agent logs in at the computer with different devices configuration, Vidyo client uses the last client configuration or the system default.


The last Vidyo client configuration is stored to the agent annex under keys custom.vidyo-last-camera, custom.vidyo-last-microphone and custom.vidyo-last-speakers.

Configuring Video Session Transfer

The Video Session Transfer capability is available from VidyoEngage for Genesys release 18.3.0.2.

To enable the Transfer Video Session functionality, it is necessary to have: 

  • Available Vidyo and instant messaging channels for both agents (inviting and invited)
  • The invited agent must be configured with the same Vidyo portal as the inviting.
  • Both agents must have read write access rights to person object. This url is checked when the Vidyo Communicator is initialized. A matching URL determines the available video session transfer targets.

To configure the Vidyo Session Transfer:

Before you begin, make sure the agent has read and write access to person object for updates about transfer settings.

  1. Check the agent membership to Access Group (in the example below the access group wde_agent is relevant).

    Video_Session_Transfer_main.png

  2. Check whether the Access Group has read change access to your agent person object (in example wde_agent = HR).

    Video_Session_Transfer_2.png

  3. If the agent is not able to change Person object; then assign Change Permission to it.

    Video_Session_Transfer_3.png

When the agent logs in, the WDE writes information about the current portal URI and the agent's display name within the Vidyo session of the person annex vidyo-transfer section.  The option names are portal-url=”URL to portal” and it reflects the configuration of “custom.vidyo-portal-URI” of an agent.

It is possible to add this configuration manually, but you will have to maintain an override of these options manually. It is recommended to set the write access to the person object and then let the WDE maintain this functionality on login.  On agent logout is vidyo-transfer section deleted from annex by plugin code.

Setting the Agent Role

The Role Privilege Vidyo – Can Transfer Session allows the agent to use the Vidyo Communicator for transfer of the Vidyo session. Refer to the Vidyo - Can Transfer Session screen below.

Can_Transfer_Session.png

If an agent is allowed to perform the Vidyo Session Transfer, the option custom.vidyo-communicator-enabled is forced to be "True".

Configuring Localization Support

This feature was added in the 18.2.0.2 release. The support of localization is handled using the build in WDE mechanism. For more information, refer to WDE Localization

The installation package is set with Genesyslab.Desktop.Modules.CustomVidyo.en-US.xml in Languages folder. This file contains definitions of configurable items (labels, tooltips, messages, etc.) that can be changed or translated to any desired language.

The localized content is initialized at application startup. The changes to the file are not applied dynamically and therefore, you will need to restart the application.

Localization file structure contains definition of dictionary:
<Dictionary EnglishName="English" CultureName="English" Culture="en-US">

Definition of item:
<Value Id="Vidyo.Start.Request" String="Video conference request. Select Vidyo button to start."/>
Id = identifier of resource, can’t be changed. Customization is setting the content based on this Id.
String = text to be displayed. Obtained from localization file at WDE startup.


Configuration Options Reference

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

Option Description Valid Default
custom.kvp-values-hidden Don’t log KVP values if set to true.  True/False  True

custom.resize-delay-interval

 

 

Time in milliseconds Workspace will wait before allowing another video frame resize request to be sent to the Vidyo client 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

Note: This was updated in release 18.4.

Allows the agent to share desktop content from the list of executing applications.

Option change is applied on next Share button click.

True/False True

custom.vidyo-allow-remote-content-sharing 

 

Allows the agent to view customer shared remote content within the Workspace. True/False True 

custom.vidyo-allow-desktop-sharing 

Note: This was updated in release 18.4.

 

Allows the agent to share the entire desktop from the list of sharing selections.

Option change is applied on next Share button click.

True/False False
custom.vidyo-block-failed-recording



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 

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: This was deprecated in release 18.2.0.2.

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 

 

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


Note: This was changed in release 18.2.0.2.

When joining a conference, begin with muted devices for the Agent. The accepted values are:

  • True = wildcard value mute all devices
  • False = wildcard value unmute all devices
  • Mic = mute microphone
  • Cam = mute camera
  • Audio = mute speakers

True/False/Mic/Cam/Audio

or

comma separated list of possible values mic,cam,audio
(e.g., mic, cam = mute camera and microphone)

False

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 valid URI string <none>

custom.vidyo-recording-quality 

 

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 

 

Time in seconds to allow the VidyoClient library to shutdown and deinitialize devices before stopping. 1 – 10 2

custom.vidyo-start-recording 

 

Automatically starts recording all video conferences. True/False True

custom.vidyo-use-proxy

Uses VidyoProxy configured on the Vidyo account. True/False False

custom.vidyo.client.
log-file-name

 

VidyoClient log file absolute path Path to log file (c:\Logs\
VidyoClientDebug
\VidyoTest_)
Current WDE log folder with suffix VidyoClient_ as file name

custom.vidyo.client.
log-file-segments

 

Number of segments for log rotation Positive integer 5

custom.vidyo.client.
log-file-size

 

One log file segment size. Valid values are integer in bytes or number with suffix kB, MB.    500kB

custom.vidyo.client.
log-level-categories

 

VidyoClient log categories  warning all@App debug@AppEvents warning all@App debug@
AppEvents 

custom.vidyo-recording-system

Name of Workspace desktop application object section with SIP recorder settings.

For more information, see the following section, "Configuring SIP Recorder Sections".

Comma separated list of section names Empty

custom.vidyo-client-port-max

Note: This was added in release 18.1.0.3.

End number of port range used by Vidyo client 

Positive integer  64100 

custom.vidyo-client-port-min

Note: This was added in release 18.1.0.3.

Start number of port range used by Vidyo client 

Positive integer 64000 

custom.vidyo-release-on-mark-done

Note: This was added in release 18.1.0.3.

Allows agent to close Vidyo session by pressing mark Done button at interaction view. If this option is set false, agent will be notified to end video session before closing interaction window. 

true/false  false 

custom.vidyo-remove-query-characters

Note: This was added in release 18.1.0.3.

Specifies list of characters to be removed from agent first and last name, when agent is joining a Vidyo session as a Guest. 

Comma “,” separated list of characters  N/A 

custom.vidyo-snapshot-target-dir

Note: This was added in release 18.1.0.3.

Absolute path to folder accessible for user logged in to WDE. Snapshot files are saved into this folder when agent clicks Save snapshot button. When option is not specified, snapshots are stored to WDE install directory “\Snapshots” folder. 

Absolute Path to Folder  N/A 

custom.vidyo-snapshot-target-format

Note: This was added in release 18.1.0.3.

Format of snapshot picture. Picture is converted into this format before it is saved to target snapshot directory. 

jpg/png  png 

custom.vidyo-snapshot-capture-delay

Note: This was added in release 18.1.0.5.

Snapshot capture delay for change layout feature. After snapshot view layout is changed in Snapshot window, auto capture can be enabled by setting this option. Value = 0 will switch off auto capture. 

0, 500 – 10000
(0 = switched off; 500-10000 = number of milliseconds) 

custom.vidyo-client-webproxy

Note: This was added in release 18.2.0.2.

Specifies name of “section” where proxy settings details can be found. (Check section details later in this chapter for more information). Default value is empty and means no web proxy is used with Vidyo client.

 String  Empty

custom.vidyo-communicator-enabled

Note: This was added in release 18.2.0.2.

This option enables use of a new team communicator for Vidyo channel and interactions. For more details refer to Vidyo Communicator for WDE section.  True/False  True

custom.vidyo-communicator-max-objects

Note: This was added in release 18.2.0.2.

The option is setting maximum number of objects displayed in custom team communicator search results.  2-20 10

custom.vidyo-update-bindings-config

Note: This was added in release 18.2.0.2.

 

The WDE copies https bindings from VidyoClientdll.config to InteractionWorkspace.exe.config file at WDE startup when this option is set true. Then it allows administrator to adjust SOAP interface directly in InteractionWorkspace.exe.config and VidyoClientdll.config file can be removed.



 True/Fales False

vidyo.outbound-enable-use

Note: This was added in release 18.2.0.2.

The option enables WDE to create outbound vidyo interaction for reporting purposes. The interaction is created at background and not visible to an agent. For more details check chapter Enable vidyo session reporting.   True/False  True

vidyo.outbound-queue

Note: This was added in release 18.2.0.2.

Mandatory option that specified QueueName for outbound interaction. The option must be set in case when vidyo.outbound-enable-use=true. The queue name string must reflect queue name created in chapter Enable vidyo session reporting.   String VidyoOut

vidyo.outbound-userdata-map

Note: This was added in release 18.2.0.2.

Specifies key name that contains all userdata copied from parent interaction. If the option is not set, the userdata are copied to root of interaction data.

 String Empty

vidyo.outbound-userdata-map-prefix

Note: This was added in release 18.2.0.2.

Specifies prefix of userdata to be copied. Used to filter only specific userdata from parent interaction to child. With default value all parent userdata are copied to child interaction.

String or Comma

Separated list of strings

 Empty

custom.vidyo-confirm-session-release

Note: This was added in release 18.3.0.2.

Display confirmation window before video session is released.

 True/False

False

custom.vidyo-autorelease-timeout

Note: This was added in release 18.3.0.2.

Enabling auto video session release timeout, if agent remains "alone" in the call. Alone means without customer or other "human" party. The "number" represents number of seconds until the session is  automatically released.

 Positive Integer

 (Auto Release Disabled)

custom.vidyo-autorelease-can-cancel

Note: This was added in release 18.3.0.2.

Allowing agent to reset countdown of auto release to value set in option custom.vidyo-autorelease-timeout. The "number" represents, how many times the agent can reset the counter.  

Positive Integer 

(Cannot Reset Timer)

custom.vidyo-release-on-transfer

Note: This was added in release 18.3.0.2.

Disconnects agent that initiates the video session transfer automatically after invited agent joins the video session

True/False 

False

custom.vidyo-share-application-blist

Note: This was added in release 18.3.0.2.

Comma separated list of application names that can’t be offered for sharing with customer. 

Comma Separated List of Strings 

Empty string 

custom.vidyo-share-application-wlist

Note: This was added in release 18.4.0.1.

 

Comma separated list of application names that can be offered for sharing with customer. 

Comma Separated List of Strings 

Empty string 

custom.vidyo-share-appname-encoding

Note: This was added in release 18.4.2.

Encoding used to convert the application name obtained from the Vidyo client before it is displayed in the WDE UI. For more information, see the Configuring the Application Sharing Blacklist and Whitelist section.

utf-8, utf-7, utf-32, unicode, bigendianunicode, asci, default

default

custom.vidyo-sip-recorder-nameatip

Note: This was added in release 18.4.2.

Use SIP recorder name and IP address from invite message for Recorder identification on join meeting event. When set to "true", the recorder identification based on the participant name is extended for one more condition. Prior to this release, the participant name had to be exactly the same as the recorder name; however, with the extension, the participant name must contain the string composed from "recordername@ipaddress".
That is, when set to true, the original condition (equal) + extension (contains) is applied.

true/false 

false 


Section = Vidyo

Option Description Valid Default

Password 

Virtual room global password shared by all agents. Any string <none>

User 

 

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.


Configuring SIP Recorder Sections

Section = recording system identifier (added in the release of VidyoEngage for Genesys version 17.2.1)

Option Description Valid Default

name

Name of the recorder in Connected to Vidyo portal; name will be part of invite response. String Section name

address

IP address of recording system. IP address None

audio-prefix

Audio prefix of the recording system configured at the VidyoGateway. Integer None

recorder-identifier-voice

Identifier of the recording system for voice interactions. Overrides the recorder-identifier option. dn, username, employeeid, name, vidyoextension name

recorder-identifier-eservices

Identifier of the recording system for eservices interactions. Overrides the recorder-identifier option. dn, username, employeeid, name, vidyoextension name

recorder-identifier

Identification of the recording system within the Vidyo configuration. The name must match the endpoint invite response to detect if the recording system joined the session. dn, username, employeeid, name, vidyoextension name
invite-recorder-timeout

 

Timeout for invite recorder event. Positive integer 30

interaction.
parameters.
voice-to-vidyo

Interaction userdata to be mapped to INVITE recorder request. Comma-separated list of strings CallUUID

interaction.
parameters.
chat-to-vidyo

Interaction userdata to be mapped to INVITE recorder request. Comma-separated list of strings Interactionid

interaction.
parameters.
click-to-vidyo

Interaction userdata to be mapped to INVITE recorder request. Comma-separated list of strings Interactionid

custom.vidyo-
block-failed-
recording

Stop conference if recording invite fails. True/False False

custom.vidyo-
start-recording

Start recording when agent joins conference. True/False False

agent-notifications

Send agent notifications to WDE. The settings allow the agent to see whether the recording system joined the session. True/False False

recorder-from-id

Note: This was added in release 18.4.0.1.

Sets “callFromIdentifier” to the Invite message for SIP recorder. Value set in the options is then obtained from agent configuration. If Empty String is set, the callFromIdentifier is not passed to invite message.  employeeid, username, place, vidyoextension  Empty string 

recorder-backup

Note: This was added in release 18.4.2.

Sets the SIP recorder backup name. The value represents the recorder configuration section name. This section data is used for configuration of the recorder backup instance. For more information, see the Configuring the SIP Recorder Backup section. String Empty string


The following screenshot shows a sample recording configuration (vidyo-recording-system=list of sections):

RecordingConfig_1.png

The following screenshot shows a sample rec1 and rec2 configuration:

RecordingConfig_2.png


The # prefix in the Options column is for temporary disabling these options. The option name must exactly match the exact definition described in the documentation; otherwise, it will not be accepted.

 

Configuring the SIP Recorder Backup

Add the backup SIP recorder to the configuration of the primary SIP recorder by adding the option recorder-backup into the primary SIP recorder configuration.

The value represents the backup recorder configuration section name. The section within the WDE Application object configuration is unique. Configuration of the backup recorder instance includes the same options as the primary instance.

On startup, the WDE reads the primary and backup recorder configuration and sets it into memory. The invite-recorder-timeout is obtained from the primary instance. It is divided by two and the result is assigned to each recorder instance.

The overall recorder primary/backup pair timeout is equal to the timeout configured at the primary instance.

Backup instance parameters are overridden by the setting from the primary instance except:

  • name
  • address
  • port
  • audio-prefix
  • recorder-identifier-voice
  • recorder-identifier-eservices

The invite recorder has implemented functionality of a dynamic primary backup switch. When configured, the primary recorder instance will not join a call and backup will; on the next call, the backup instance is invited to the conference first. The order of inviting instances to the video session changes based on which recorder responds to the invite message and joins the call.

The information about the current primary instance is kept in the memory of the WDE. On the next WDE startup, the primary instance is obtained from the configuration and it is invited to the meeting as the first recorder from the primary backup pair.

 

Configuring the Application Sharing Blacklist and Whitelist

Starting with release 18.4, the WDE plugin supports shared application filtering. This feature shows a filtered applications list based on conditions set by two filtering options. The VidyoClient library supplies to the WDE application Name and URI only. Due to this , it is possible to filter applications based on application name as it is the only human-readable identifier displayed to the administrator. The filtering matching pattern is “StartsWith” and it is case sensitive.

Setting the shared application whitelist can be done using these options:

  • vidyo-share-application-wlist, whitelisted applications list.
  • vidyo-share-application-blist, blacklisted applications list.

Both options do accept comma separated list of strings.

Options functionality:

  • If the option custom.vidyo-share-application-blist = empty and custom.vidyo-share-application-wlist = empty, all running applications can be shared.
  • If the option custom.vidyo-share-application-blist is not empty and custom.vidyo-share-application-wlist = empty, the applications whose names start with the string included in the blacklist will not be shown in the share app dialog.
  • If custom.vidyo-share-application-wlist = not empty and custom.vidyo-share-application-blist = empty, only the applications whose name starts with the string included in the whitelist will be shown in the share app dialog.
  • If custom.vidyo-share-application-wlist = not empty and custom.vidyo-share-application-blist = not empty, only applications whose name starts with the string in the whitelist and which are not contained in the blacklist will be shown in the share app dialog.

Handling of the Multilingual Setting in the Blacklist and Whitelist

For the multilingual setting of the blacklist  and whitelist, it is necessary to store special characters into the Genesys configuration database and correctly display them in the WDE. Due to this feature, you must set the:

  • Genesys environment with the correct encoding and language ID.
  • WDE correct encoding for application names provided by the Vidyo plugin.

Information about how to set the Genesys environment with encoding can be found in the Genesys deployment guides:

Before testing with the WDE, make sure that the Genesys environment is set correctly. Once the Genesys administrator or GAX is able to store and read special characters to the Genesys environment, it is possible to set the WDE and Vidyo plugin.

The option custom.vidyo-share-appname-encoding=UTF-8 is driving encoding of strings delivered by the Vidyo client to the WDE view. Set this option to UTF-8, as the Vidyo client is providing the strings encoded in UTF-8.

Configuring the Web Proxy Section

This feature is available with the VidyoEngage for Genesys 18.2.0.2 version. After setting the  configuration option custom.vidyo-client-webproxy with name of the section; it is necessary to set the section in WDE application object. Refer to the screenshots at the end of this section for an example of this configuration.

 

Option Description Valid Default

Address 

IP or FQDN of proxy server
Numeric port value or proxy server

String


Empty

Port  

 

Virtual room global username shared by all agents Integer 0

Configuration-mode

Vidyo client web proxy configuration mode that tells the client where to find proxy server configuration. Default value is empty string and proxy configuration is ignored. MANUAL, AUTO_DETECT None

In MANUAL mode it is mandatory to set the address and port options.

If the AUTO_DETECT, WDE is detecting IE settings and obtaining proxy configuration; expect the IE settings as shown in the figure below.

The automatic detect settings and Use automatic script options are not supported in this release. In AUTO_DETECT mode, the address and port values set in the application object are ignored.

Example configuration: 



Using Vidyo Communicator for WDE

With the release of VidyoEngage for Genesys version 18.2.0.2, you can utilize the Vidyo Communicator for the invite expert as a replacement for the standard Genesys Team Communicator. When you set the following: custom.vidyo-communicator-enabled=true; the Vidyo communicator will open and display a list of available agents, capable of handling Vidyo and instant messaging interactions.

For detailed operations, refer to the Using the Workspace article.

Enabling Vidyo Session Reporting

This feature is available with the VidyoEngage for Genesys 18.2.0.2 version and later and allows the Vidyo session reporting to create outbound interactions with media type Vidyo. When the Vidyo session is established, an interaction is created and when the session is stopped; the outbound interaction is additionally stopped. For more information and event flows, refer to the Overview of VidyoEngage for Genesys article.

The “vidyo.outbound-enable-use=true” enables WDE to create outbound Vidyo interaction. When you set the option to “vidyo.outbound-enable-use” = true, there must be another mandatory option set as, “vidyo.outbound-queue”. The value of this option must contain the name of the Interaction Queue for Vidyo outbound interactions. Use Genesys Administrator to create this queue.

Creating an Outbound Queue

By default, the name of the outbound Vidyo queue in WDE is set to VidyoOut. If the vidyo.outbound-queue is not set, it is possible to create VidyoOut queue and a new outbound interaction will be created by WDE. Use the following steps:

  1. From the Admin access, open the Genesys Administrator.

  2. Navigate to PROVISIONING -> Routing/eServices -> Interaction Queues.

  3. Click the New button and then set the queue name to VidyoOutQueue.



  4. Set the option to vidyo.outbound-queue=VidyoOutQueue.

  5. Start the WDE and then login to Vidyo channel

 

Installing the Vidyo Server

The Vidyo Server is a Java application without installation scripts. The installation and startup begin by unzipping the installation package into the desired folder and running the startup script.

The server itself is running on top of embedded Tomcat worker.

Vidyo Server Binaries

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

On Linux, copy the VidyoServer-<release version>.zip Vidyo Server jar file to the /opt/gcti/vidyo/vidyoserver target directory. Extract all files.

Creating the Keystore File for Tomcat

The Keystore of Tomcat is required for https communication. For testing purposes, it is possible to create a self-signed certificate keystore. This keystore will then be set into the startup command of the VidyoServer.

The self-signed certificate can be produced by the Java keytool command. More information about the tool can be found here: https://docs.oracle.com/javase/8/docs/technotes/tools/unix/keytool.html.

For the production environment, it is required to use a certificate validated by a Certificate Authority such as Verisign or GoDaddy.

 

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.
    • At the prompts, enter the default values.
    • When prompted for the password, use "changeit".
  3. Copy the new keystore.jks file to the VidyoServer installation folder or reachable by VidyoServer.
    • Windows directory C:\GCTI\vidyo\vidyoserver
    • Linux directory /opt/gcti/vidyo/vidyoserver

The Windows and Linux Java keystore generate procedure doesn't differ.

For test purposes, it is possible to use the http port of the Vidyo server. The Web Widgets needs to be configured to open communication to the http port instead of https.

 

Encrypting the Configuration Server Password

The Vidyo Server installation comes with the configuration file config-server-user.properties. It allows use of customized credentials to log in to the configuration server. The default is the “default” user with the default password set. By using the configuration file, the username can be changed and the password will 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.

<path-to-JDK> - the path to the Java development kit.

<password plain text> - the password configured for the user in the Genesys configuration server.

Vidyo Server Properties

The Vidyo Server can be gracefully started and stopped from the command line on both Windows and Linux. The recommended configuration is explained in the following section.

Setting Options in config-server-user.properties

Vidyo Server version 18.1 and later allows users to specify the startup options in config-server-user.properties. Doing so enables easier Vidyo Server monitoring in the Genesys management layer as a Third Party Server application.

Configuration file structure example:

# Place this file in the VidyoServer working directory.
# Use gaa-pass-util.jar to generate an encrypted passwords.
#configuration server
host=192.168.2.111
port=2020
host_standby=192.168.2.112
port_standby=2020
username=username
password=encrypted-password

For a full list of startup attributes, refer to the Vidyo Server Startup Attributes Reference section. The username and password options must be configured in config-server-user.properties file only.

It is possible to set all options to command line startup arguments instead of config-server-user.properties file. The option syntax is --<option-name>=”<option-value>”.

 

Setting the Tomcat Keystore Password

You can use a different keystore password other than the default “changeit” for the Tomcat engine embedded in the Vidyo Server. The default engine credentials can be overridden from the startup command line.

To set the keystore password:

  1. Open the startup command created as described in the Creating the Keystore File for Tomcat section.

  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 the new startup file.

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

A keystore password placed into the command line is not encrypted. For the production run, encrypt the password and store it in the config-server-user.properties file. For more information, see the next section.

 

Encrypting the Tomcat Keystore Password

With Vidyo Server version 18.1 and later, you can encrypt the Tomcat keystore password and save it in the config-server-user.properties file. The keystore password can be encrypted with the same encryption tool explained Encrypting the Configuration Server Password section. The encrypted password will be stored in config-server-user.properties under options:

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

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

Example configuration:

encryptTomcat.png

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

Startup and Shutdown Scripts

Windows

Create  or modify the file startup.bat file:

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

Create  or modify the shutdown.sh file:

start <JDK bin directory>\java -Dfile.encoding=UTF-8 -jar <vidyo-server-jar> --shutdown

Linux

Create  or modify the file startup.bat file:

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

Create  or modify the shutdown.sh file:

start <JDK bin directory>\java -Dfile.encoding=UTF-8 -jar <vidyo-server-jar> --shutdown

 

<JDK bin directory> Java JDK directory installed in the "Java 8" section
<vidyo-server-jar> Absolute path to VidyoServer-<version>.jar

Starting the Vidyo Server as a Service

Create a Windows Service to control the Vidyo Server application.

Add a Windows Service

VidyoEngage for Genesys version 18.3 and later contains the Vidyo server install package: VidyoServerService.exe.  You can easily start and stop the Vidyo Server with this executable along with the Vidyo Server jar file. Optionally it is still possible to use nssm Tool for installation of Vidyo server, see below for "Adding a Service Using the nssm Tool.

Create a Windows Service

To create a Windows service:

  1. Open the command window as a user Administrator.

  2. Run the command: 

    sc create <vidyo-Server-service-name> binPath= "<path-to-VidyoServerService.exe>"


    Create_Windows_Service.png

 

<vidyo-Server-service-name> Service name to be created within Windows services. It will be later used for definition of the startup command line parameters.
<path-to-VidyoServerService.exe> Absolute path to vidyo server service executable.

 

Configuring the Service Startup Parameters

In order for the Windows Service to start the Java process, it is required to locate the Java.exe and Vidyo Server install directory. It will be set in “appSettings” of Windows Service configuration file VidyoServerService.exe.config.

<appSettings>

    <add key="javaPath" value="<Path-To-Java.Exe>" />

    <add key="workingDir" value="<VidyoServer-directory>" />

    <add key="jarFile" value="<Vidyo-Server-Jar>" />

    <add key="attributes" value="<startup-attributes>" />

    <add key="adminport" value="<vidyo-Server-admin-port>" />

    <add key="servicename" value="<vidyo-Server-service-name>" />

  </appSettings>

 

Example:

<appSettings>
    <add key="javaPath" value="c:\Java\jdk1.8.0_121\bin\java.exe" />
    <add key="workingDir" value="c:\GCTI\VidyoServer\" />
    <add key="jarFile" value="VidyoServer-18.3.0.2.jar" />
    <add key="attributes" value="" />
    <add key="adminport" value="6543" />
    <add key="servicename" value="VidyoServer" />

</appSettings>


Service Options Reference 

Option Description Valid Default
javaPath Mandatory, absolute path to java.exe used to run VidyoServer jar file. Recommended JDK 1.8. String Empty
workingDir  Mandatory, absolute path to directory where VidyoServer.jar file is located. 

String

Empty
jarFile Mandatory, Vidyo Server jar file name stored in working directory. String Empty
attributes Optional, list of Vidyo Server startup command line attributes used to start Vidyo Server.

String

Empty
adminport Mandatory, management port is the same port number as is configured in Vidyo Server config-server-user.properties file.

String

Empty
servicename Service name set in “sc create” command for installed Vidyo Server instance.

String

Empty


Setting Up the Startup Service Logger

This step is optional and is only for debugging purposes. You can set the logger of service and then capture the early phase of the Vidyo Server startup before the jar file is executed. Refer to this example:

<log4net>
    <appender name="DebugFileAppender" type="log4net.Appender.RollingFileAppender">
      <file value="VidyoServerService.log" />
      <appendToFile value="true" />
      <rollingStyle value="Size" />
      <encoding value="utf-8" />
      <maximumFileSize value="10MB" />
      <maxSizeRollBackups value="10" />
      <staticLogFileName value="true" />
      <layout type="log4net.Layout.PatternLayout">
        <conversionPattern value="%date{yy-MM-dd HH:mm:ss.fff} [%14.14thread] %-5level %20.20logger - %message%newline" />
      </layout>
    </appender>
    <root>
      <level value="INFO" />
    </root>
    <logger name="VidyoServerService">
      <level value="ALL" />
      <appender-ref ref="DebugFileAppender" />
    </logger>
  </log4net>

Set  <file value="VidyoServerService.log" />  to file name or absolute path to file.

In Logger tag

<logger name="VidyoServerService">

      <level value="ALL" />

      <appender-ref ref="DebugFileAppender" />

    </logger>

Change “level” value to one of supported values from list. More details can be found in article log4net introduction chapter Logger Hierarchy.

Uninstalling the Windows Service

To uninstall the Windows Service, follow these steps:

  1. Open a Windows command line as an Administrator.

  2. Run the service commander command "sc delete <vidyo-Server-service-name>".

  3. Delete the files from the Vidyo Server service install folder.

    Uninstall_Windows_Service.png

Adding a Service Using the nssm Tool (Optional)

This step is not required if the service has been added using the service commander for Vidyo Server version 18.3 and later.


Windows 

  1. If this file does not exist yet, create the VidyoServer.bat file according to procedure in the "Vidyo Server Properties" section above.

  2. Open a command window as an Administrator.

  3. Run the command: nssm install "VidyoServer".

  4. If the nssm is not installed, 1.) Download it from http://nssm.cc/download 2.) Extract it in a folder, and then 3.) In the command window, go to the {extracted folder}\win32\ or {extracted folder}\win64\.

  5. Run the command: nssm install "VidyoServer".

  6. For the 'Path', browse and then select VidyoServer.bat with full path.

  7. Press the Install Service button and then the new service will appear in Windows Services.

Linux

It is not necessary to install Linux service. The startup command just needs to be changed to run after console is closed. Do one of the following:

  • Add & sign at the end of visyoserver.sh command
  • Or run ./vidyoserver.sh & from Linux terminal

The process will remain started after the console is closed. It is possible to check if the process is running by executing ps –ef | grep vidyo command.

Vidyo Server Startup Attributes Reference

Option Description Valid Default
host Genesys primary configuration server hostname or FQDN String N/A
port Genesys primary configuration server port number Positive Integer N/A
host_standby Configuration server backup hostname or FQDN String N/A
port_standby Configuration server backup port Positive Integer N/A
app_name Vidyo server application object name from Genesys configuration String VidyoServer
startup.log File path to startup log file. If this value is not set, Vidyo server writes log to console; Log file value is appended with time stamp suffix and log extension Absolute path to log file N/A
startup.loglevel Level of details to be written into log ALL, DEBUG, FATAL, INFO, OFF, TRACE, WARN INFO
startup.logfilter Filter for string expression to be removed from log records Comma separated list of strings N/A
custom.tomcat.
connector.http.port
Vidyo server http port. Server will open this port for listening after startup Positive Integer 8080
server.port Vidyo server https port. Server will open this port for listening after startup and correct keystore validation Positive Integer 8443
server.ssl.key-store Path to keystore file Absolute path to file keystore.jks
server.ssl.key-store-password Password to keystore String changeit
server.ssl.key-
password
Password to keystore key String changeit
tls.certificate File path to PEM certificate valid for Vidyo Server and Genesys backend components Absolute File Path N/A
tls.certificate-key File path to PEM certificate key valid for Vidyo Server and Genesys backend components Absolute File Path N/A
tls.trusted-ca File path to PEM certificate authority valid for Vidyo Server and Genesys backend components Absolute File Path N/A
tls.mode Genesys configuration server TLS mode upgrade, tls, tls-mutual, none none
tls.crl File path to certificate revocation list valid for Vidyo Server and Genesys backend components. This setting is optional Absolute File Path N/A
tls.sec-protocol TLS security protocol used for secured communication. This setting is optional. SSLv23, SSLv3, TLSv1, TLSv11, TLSv12 N/A

adminport

Note: Modified in release 18.4.0.1
Vidyo Server administrative port used for graceful shutdown of server from command line of Genesys administrator. Positive integer N/A

servicename

Note: New in
release 18.3.0.2
Windows Service name in case of service wrapper based installation, it will be set automatically on startup. For nssm service installer, it must be set manually. String N/A

protocol

Genesys Configuration server connection protocol. String value describing connection protocol used between Vidyo Server and Configuration server.* none, addp none

addp_trace

Trace mode for ADDP protocol. String value representing addp connection trace mode.* both, local, remote, none none

addp_timeout

Local ADDP timeout value in seconds.* Positive integer 30

addp_remote_
timeout

Remote ADDP timeout value in seconds.* Positive integer 60

standby_timeout

Configuration server connection warm standby timeout value in milliseconds.* Positive integer 5000

standby_attempts

Configuration server connection warm standby attempts.* Positive integer 3

*For a detailed description of the Genesys connection parameters, refer to the Genesys Framework Configuration Options Reference Guide.

 

For setting secured communication between Genesys and the Vidyo Server, follow the instructions in the Genesys Security Guide. The Genesys backend components must be enabled with TLS, and valid PEM certificates are a mandatory prerequisite for this feature.

Monitoring of the Vidyo Server - Application Object Updates

For better application monitoring of the Vidyo Server, update the application object of the Vidyo Server with the startup command line. The command line attributes contain information about java processes. This step is optional and improves the application monitoring for cases such as:

  • When startup sequence of the Vidyo Server is broken and the Vidyo Server doesn't report LCA proactively
  • When the Genesys backend restarts or loses connection to a management layer

This setting allows the Genesys management layer to monitor Java process directly similarly as it does for third party applications monitoring. If this setting is not performed, Vidyo Server monitoring will work; hence the Vidyo Server does proactively inform the Genesys Management layer about the start of the event.

The Genesys management layer stores this information into memory for further monitoring. To enable LCA refresh information about process during its runtime or unpredicted shutdown, it is recommended to set the information about the startup command line to the Genesys application object.

To set the application monitoring:

  1. Open the Vidyo Server application object.

  2. Navigate to the Server Info tab.

  3. Set the Working Directory to the Java executable directory which is used to run the Vidyo Server.

  4. Set the command line to java.exe.

  5. Set the command line attributes as it is set in the startup file (bath or service configuration file).

    monitoring_the_vidyo_server.png

The same parameters are configured in the Windows Service VidyoServerService.exe.config “<appSettings>” “javaPath”, “jarFile”, and “servicename”. The startup command is shown in the service startup log.

DEBUG   VidyoServerService - Vidyo Server startup=c:\Java\jdk1.8.0_121\bin\java.exe  -jar VidyoServer-18.3.0.2.jar --servicename=VidyoServer

Caution: The parameter --servicename is added to the startup attributes automatically by the Windows Service wrapper when the VidyoServerService.exe wrapper is used. For nssm, it must be added manually to the bath startup file.

Using the Vidyo Server Health Information Tab

The Vidyo Server application in Genesys is monitored as a third party server. The management layer monitors whether the process is either up or down only. The Vidyo Server Health Information tab allows the administrator to see whether the Vidyo Server interfaces are working and what is the status of the connected application servers.

Navigate to <protocol>://<FQDN>:<port>/VidyoServer/service/HealthInformation/

For <protocol>://<FQDN>:<port>/ use the attributes from the configured Vidyo Server.

In the Health Information page, an administrator can see information about the Vidyo Server status, version from the management layer, and the version of the binary, and additionally the status of connected services. Please refer to the screen shot below. 

Health_Information_tab.png

Vidyo Server Status 

  • Application Status, reflect status populated by Genesys backend
  • Service Status, is internally evaluated by Vidyo Server in following logic:
    • Running, IXN and ORS is running and all connections are in status Opened
    • ServiceUnavailable, one of connections Is closed, ORS or IXN server are not operating.

Server Connections Status

  • Monitors status of TCP/IP connections established between Vidyo Server and Genesys Backend.
  • This reflects the status provided by Genesys Backend Management layer.

Application Server Status

  • Monitors all application servers directly involved in the Click to Vidyo session creation (not only TCP/IP)
  • Provides information about current status and run mode
  • This reflects the information provided by the solution control server.

To get health information vidyo server must be connected to Solution Control Server genesys backend component. If SCS is disconnected UNKNOWN and SERVICE UNAVAILABLE status will be reported in health Information or no components will be listed in view.

 

Installing the Workspace

The Workspace may be deployed as either a ClickOnce package or as a local installation. For Vidyo Plugin compatible WDE releases, refer to the Compatibility for the VidyoEngage for Genesys Adapter article. If you plan to install the Vidyo plugin with other than the supported WDE version, consult with the Vidyo Support team.

Installing the Workspace Using ClickOnce

ClickOnce is a Microsoft technology that enables the user to install and run a Windows-based smart client application by clicking a link in a web page. ClickOnce is a component of Microsoft .NET Framework 2.0 and later, and supports deploying applications made with Windows Forms or Windows Presentation Foundation. For more information about deployment with ClickOnce, see https://msdn.microsoft.com/en-us/library/142dbbz4(v=vs.90).aspx.

The information below supplements the WDE Guides.

To install the Workspace using ClickOnce:

  1. Copy the following files into the execution directory for Workspace:
    • Desktop.Modules.CustomVidyo.dll
    • Desktop.Modules.CustomVidyo.module-config
    • VidyoClientDll.dll.config (starting with version 18.1.0; for older versions, follow the merge procedure explained in the "InteractionWorkspace.exe.config Merge Procedure" section later in this article)
    • VidyoClientDll.dll
    • ca-certificates.crt
    • ca-certificates-base.crt
    • "Languages" folder with file Genesyslab.Desktop.Modules.CustomVidyo.en-US.xml 
    • "Snapshots" folder with file Default.bmp and sub-folder "tmp"
  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

  1. Find your local WDE installation folder and make a backup.

  2. Copy the following files into the execution directory for the Workspace:
    • Genesyslab.Desktop.Modules.CustomVidyo.dll
    • Genesyslab.Desktop.Modules.CustomVidyo.module-config
    • VidyoClientDll.dll.config (starting with version 18.1.0; for older versions, follow the merge procedure explained in the "InteractionWorkspace.exe.config Merge Procedure" section later in this article)
    • VidyoClientDll.dll
    • ca-certificates.crt
    • ca-certificates-base.crt
    • "Languages" folder with file Genesyslab.Desktop.Modules.CustomVidyo.en-US.xml 
    • "Snapshots" folder with file Default.bmp and sub-folder "tmp"
  3. Run the WDE and check whether the Vidyo Dll plugin was loaded successfully.

  4. Locate the WDE startup log file and search for the “INFO dows.LoginController - Module CustomModuleVidyo initialized” string.

InteractionWorkspace.exe.config Merge Procedure

To insert new options relevant for Vidyo into InteractionWorkspace.exe.config: 

  1. Back up InteractionWorkspace.exe.config delivered with WDE.

  2. Open the InteractionWorkspace.exe.config file in a text editor.

  3. Open InteractionWorkspace.exe.config delivered with the Vidyo Adapter plugin package:
    • Copy content after tag “<!-- Vidyo -->”, content of <startup> and < system.serviceModel > tags.
  4. Paste it into InteractionWorkspace.exe.config from WDE release after tag </runtime>.

  5. Save InteractionWorkspace.exe.config and start WDE.

The InteractionWorkspace.exe.config merge procedure is not required starting with Vidyo Adapter release 18.1.0. The Vidyo client plugin configuration is stored in a separate file VidyoClientDll.dll.config. The VidyoClientDll.dll.config file must be copied with installation package filed into WDE directory, as is explained in the "Installing the Workspace Locally" section in this article.

 

Installing the Web Widgets

The sample widgets are located in the “WebIntegrationSamples” folder. The file contains standalone widgets developed by Vidyo for installation at a clean application server.

Web Widgets

The files released in a package with release 17.2.1 “WebIntegration_Vidyo_17.2.1.0_09112017.zip” and later support Standalone samples. For more information, refer to the Release Notes. For a detailed description about operation and troubleshooting of the web widgets, refer to the Using the Workspace article.

Unpack the content of file “WebIntegration_Vidyo_18.1.0.3_01312018.zip” into a temporary folder. It will contain:

  • webclient_rest_simple.war (simple RESTFull Click to Vidyo web widget sample)
  • webclient_websocket.war (websocket Click to Vidyo web widget sample)
  • webclient_rest.war (RESTFull Click to Vidyo web widget sample)
  • chattovidyo.war (WEB-API based Chat to Vidyo widget sample)
  • ve4gchat.war (sample Vidyo thin client based on Chat to Vidyo sample)
  • ve4g-widget-sample.war (Genesys Widget 9 Click and Chat to Vidyo sample)

Select the desired application sample and deploy it to Apache Tomcat.

Windows

Click to Vidyo REST and REST Simple

  1. Navigate to the web apps folder C:\GCTI\vidyo\websrv\webapps.

  2. Copy the webclient_rest.war into C:\GCTI\vidyo\websrv\webapps.

  3. Navigate to C:\GCTI\vidyo\websrv\bin.

  4. Run the startup.bat file in the command line.
    The startup sequence must show both war packages deployed successfully to the webapps Tomcat folder.

    Widgetswebappstomcat.png

  5. After Tomcat is started and the web application is deployed, navigate to C:\GCTI\vidyo\websrv\webapps\webclient_rest\ js\ve4gclick.js.

  6. Find var _server_service_uri="https://<server>:<port>/VidyoServer/service/".

  7. Open a web browser and navigate to http://<websrvhost>:9020/webclient_rest.
    The expected result is a test web client application as shown below.

VidyoRESTresult.png

<server> - vidyo server hostname

<port> - vidyo server port http (9030) or https (9032)

<websrvhost> - web server hostname

 

Click to Vidyo WEBSOCKET

  1. Navigate to the web apps folder C:\GCTI\vidyo\websrv\webapps.

  2. Copy the webclient_websocket.war into C:\GCTI\vidyo\websrv\webapps.

  3. Navigate to C:\GCTI\vidyo\websrv\bin.

  4. Run the startup.bat file in the command line.

  5. After Tomcat is started and the web application is deployed, navigate to C:\GCTI\vidyo\websrv\webapps\webclient_websocket\ js\ve4gclick.js.

  6. Find var _server_uri="https://<server>:<port>/VidyoServer".

  7. Open a web browser and navigate to http://<websrvhost>:9020/webclient_websocket.
    The expected result is a test web client application as shown below.

VidyoWEBSOCKETresult.png

Chat to Vidyo

  1. Navigate to the web apps folder C:\GCTI\vidyo\websrv\webapps.

  2. Copy the chattovidyo.war into C:\GCTI\vidyo\websrv\webapps.

  3. Navigate to C:\GCTI\vidyo\websrv\bin.

  4. Run the startup.bat file in the command line.

  5. After Tomcat is started and the web application is deployed, navigate to chattovidyo\WEB-INF\classes\WebAPIServer.properties and set the webapi interface properties:
    • webAPISrvHost=<appsrv6>
    • webAPISrvPort=<6080>
    • webAPICntxPath=<webapi>
  6. Save the file.

  7. Stop Tomcat by executing shutdown.bat in the C:\GCTI\vidyo\websrv\bin folder.

  8. Stop Tomcat by executing startup.bat in the C:\GCTI\vidyo\websrv\bin folder.

  9. Open a web browser and navigate to http://<websrvhost>:9020/chattovidyo.
    The expected result is a test web client application as shown below.

VidyoCHATresult.png

Ve4g Chat

  1. Navigate to the web apps folder C:\GCTI\vidyo\websrv\webapps.

  2. Copy ve4gchat.war into C:\GCTI\vidyo\websrv\webapps.

  3. Navigate to C:\GCTI\vidyo\websrv\bin.

  4. Run the startup.bat file in the command line.

  5. Open a web browser and navigate to http://<websrvhost>:9020/ve4gchat.
    The expected result is a test web client application as shown below.

Ve4gCHAT.png

Ve4g Genesys Widgets

  1. Navigate to the web apps folder C:\GCTI\vidyo\websrv\webapps.

  2. Copy ve4g-widget-sample.war into C:\GCTI\vidyo\websrv\webapps.

  3. Navigate to C:\GCTI\vidyo\websrv\bin.

  4. Run the startup.bat file in the command line.

  5. After Tomcat is started, navigate to ve4g-widget-sample\js\ve4g\ve4gClick.js and set serverUri="https://<vidyo-server-host>:<vidyo-server-https-port>/VidyoServer";.

  6. Navigate to ve4g-widget-sample\js\ve4g\ve4gChat.js and set ve4gChat.dataUrl = "https://<gms-host>:<gms-https-port>/genesys/2/chat/request-chat";.

  7. Navigate to ve4g-widget-sample\js\ve4g\ve4gUtils.js and set
    ve4gUtils.ClientWebRtc =
    "https://apps.vidyoclouddev.com/ve4genesys/simple/index.html";
    ve4gUtils.ClientWebUrl =
    "https://apps.vidyoclouddev.com/ve4genesys/dual/index.html";
    to URL of vidyo works client thin client application used with your solution.

  8. Open a web browser and navigate to http://<websrvhost>:9020/ve4g-widget-sample.

  9. The expected result is that a test web client application is displayed, as shown below.

ve4gGenesys.png

<gms-host> - refer to Genesys backend deployment and find host running GMS

<gms-https-port> - refer to Genesys backend deployment and find https port of GMS

<gms-api-url> - genesys/2/chat/request-chat – is a sample URL of GMS API. The URI format depends on the GMS configuration. Refer to https://docs.genesys.com/Documentation/GMS for more information.

Linux

Click to Vidyo REST and REST Simple

  1. Navigate to the web apps folder /opt/gcti/vidyo/websrv/webapps.

  2. Copy webclient_rest.war into /opt/gcti/vidyo/websrv/webapps.

  3. Navigate to /opt/gcti/vidyo/websrv/bin.

  4. Run the startup.sh file in the command line.

  5. After Tomcat is started and the web application is deployed, navigate to /opt/gcti/vidyo/websrv/webapps/webclient_rest/js/ve4gclick.js.

  6. Find var _server_service_uri="https://<server>:<port>/VidyoServer/service/";.

  7. Open a web browser and navigate to http://<websrvhost>:9020/webclient_rest.
    The expected result is a test web client application as shown below.

Linux.png

<server> - vidyo server hostname

<port> - vidyo server port http (9030) or https (9032)

<websrvhost> - web server hostname

 

Click to Vidyo WEBSOCKET

  1. Navigate to the web apps folder /opt/gcti/vidyo/websrv/webapps.

  2. Copy the webclient_websocket.war into /opt/gcti/vidyo/websrv/webapps.

  3. Navigate to /opt/gcti/vidyo/websrv/bin.

  4. Run the startup.sh file in the command line.

  5. After Tomcat is started and the web application is deployed, navigate to /opt/gcti/vidyo/websrv/webapps/webclient_websocket/js/ve4gclick.js.

  6. Find var _server_uri="https://<server>:<port>/VidyoServer".

  7. Open a web browser and navigate to http://<websrvhost>:9020/webclient_websocket.
    The expected result is a test web client application as shown below.

VidyoWEBSOCKETresultLinux.png

Chat to Vidyo

  1. Navigate to the web apps folder /opt/gcti/vidyo/websrv/webapps.

  2. Copy chattovidyo.war into /opt/gcti/vidyo/websrv/webapps.

  3. Navigate to /opt/gcti/vidyo/websrv/bin.

  4. Run the startup.sh file in the command line.

  5. After Tomcat is started and the web application deployed, navigate to chattovidyo\WEB-INF\classes\WebAPIServer.properties and set webapi interface properties:
    • webAPISrvHost=<appsrv6>
    • webAPISrvPort=<6080>
    • webAPICntxPath=<webapi>
  6. Save the file.

  7. Stop Tomcat by executing shutdown.sh in the /opt/gcti/vidyo/websrv/bin folder.

  8. Stop Tomcat by executing startup.sh in the /opt/gcti/vidyo/websrv/bin folder.

  9. Open a web browser and navigate to http://<websrvhost>:9020/chattovidyo.
    The expected result is a test web client application as shown below.

VidyoCHATresultLinux.png


Ve4g CHAT

  1. Navigate to the web apps folder /opt/gcti/vidyo/websrv/webapps.

  2. Copy ve4gchat.war into /opt/gcti/vidyo/websrv/webapps.

  3. >Navigate to /opt/gcti/vidyo/websrv/bin.

  4. Run the startup.sh file in the command line.

  5. Open a web browser and navigate to http://<websrvhost>:9020/ve4gchat.
    The expected result is a test web client application as shown below.


Ve4gCHAT2.png

Ve4g Genesys Widgets

  1. Navigate to the web apps folder /opt/gcti/vidyo/websrv/webapps.

  2. Copy ve4g-widget-sample.war into /opt/gcti/vidyo/websrv/webapps.

  3. Navigate to /opt/gcti/vidyo/websrv/bin.

  4. Run the startup.sh file in the command line.

  5. After Tomcat is started, navigate to ve4g-widget-sample\js\ve4g\ve4gClick.js and set serverUri="https://<vidyo-server-host>:<vidyo-server-https-port>/VidyoServer";.

  6. Navigate to ve4g-widget-sample\js\ve4g\ve4gChat.js and set ve4gChat.dataUrl = "https://<gms-host>:<gms-https-port>/genesys/2/chat/request-chat";.

  7. Navigate to ve4g-widget-sample\js\ve4g\ve4gUtils.js and set
    ve4gUtils.ClientWebRtc =
    "https://apps.vidyoclouddev.com/ve4genesys/simple/index.html";
    ve4gUtils.ClientWebUrl =
    "https://apps.vidyoclouddev.com/ve4genesys/dual/index.html";
    to URL of vidyo works client thin client application used with your solution.

  8. Open a web browser and navigate to http://<websrvhost>:9020/ve4g-widget-sample.

  9. The expected result is that a test web client application is displayed, as shown below.

ve4gGenesys.png

<gms-host> - refer to Genesys backend deployment and find host running GMS

<gms-https-port> - refer to Genesys backend deployment and find https port of GMS

<gms-api-url> - genesys/2/chat/request-chat – is a sample URL of GMS API. The URI format depends on the GMS configuration. Refer to https://docs.genesys.com/Documentation/GMS for more information.

Configuration Options

The configuration of the sample application is performed in the web application files only.

Ve4g Genesys Widgets

File Name Option Description Default
ve4gClick.js ServerURI Vidyo Server url. URL to vidyo server http/https port in format https://<host>:<port>/VidyoServer N/A
  PluginName Name of Vidyo Server client plugin. Possible Values: Ve4G, Ve4GREST Ve4G
  vidyoAutoOpen Join Meeting automatically after Guest Link is delivered. Possible Values: true/false True
  routingErrScrTout Number of milliseconds represents for how long will be routing error message displayed to customer. Expected value is positive integer. 5000
ve4gUtils.js ClientWebRtc The URI of WebRTC thin Vidyo client that can accept meeting url as parameter and join meeting. N/A
  ClientWebUrl The URI of Native thin Vidyo client that can accept meeting url as parameter and join meeting. N/A
ve4gChat.js dataUrl The URI of GMS chat endpoint configured at Genesys backend. Example format: https://<gms-host>:<gms-port>/genesys/2/chat/request-chat N/A

 

Installation Start/Stop

The solution start and stop consists of starting dependencies at the Genesys side and the perform start of the Vidyo adapter components.

Prerequisites

The prerequisites must be prepared by Genesys experts at the customer side. This documentation doesn’t provide instructions on how to deploy all the Genesys dependencies.

  1. Started Genesys Components
    • IXN server
    • URS
    • ORS
    • Chat
    • Stat Server
    • WEB-API server
    • UCS
    • TServer SIP
    • GMS
  2. Open media ORS solution must be configured to route multimedia interactions with URS.

  3. Click to Vidyo solution is configured with Vidyo Server.

  4. Chat to Vidyo application is deployed and configured to connect to the web-api server.

  5. Agents are configured to handle vidyo, voice, and chat interactions.

Vidyo Server

Windows

Vidyo Server Windows Service

If the Vidyo Server configured as a Windows Service, go to services and find the service named VidyoServer. Start the Vidyo Server service and check the log file created after the Vidyo Server service is started successfully.

Stop the Vidyo Server by stopping the corresponding service.

Vidyo Server Command Line

Starting the Vidyo Server from the command line is done by executing a prepared startup.bat. The Vidyo Server writes all startup logs to the console until it connects to the Genesys configuration backend and reads log file location from there.

Starting with version 18.4, the Vidyo Server can be stopped gracefully from the configured shutdown.bat file.

Before starting the Vidyo Server from the command line, make sure it is not already started as a service.

 

Linux

The Vidyo Server service is not available for Linux installations. The server is always started from the command line. The service can be installed by a Linux root administrator and used for startup and shutdown as well.

VidyoServer Command Line

Starting the Vidyo Server from the command line is done by executing the prepared startup.sh file. The command line startup log is written to the console. After the Vidyo Server is started and connected to the Genesys platform, the Vidyo Server starts the write log file.

Stop the Vidyo Server by terminating the Vidyo Server process. Apply the following commands:

  • Ps –ef | grep vidyo
    Output from this command will provide process ID <pid>.

  • kill -9 <pid>
    Use the process id <pid> in the Linux kill command.

Starting with version 18.4, the Vidyo Server can be stopped gracefully with the shutdown.bat file. Make sure that the Vidyo Server is started with adminport.

ORS Web Server

Windows

Start Tomcat:

  1. Navigate to c:\CGTI\vidyo\orsweb\bin.

  2. Execute startup.bat.

  3. Check the console for errors.

  4. Navigate to http://<server>:9010 and check if ORS tomcat is running.

Stop Tomcat:

  1. Navigate to c:\CGTI\vidyo\orsweb\bin.

  2. Execute shutdown.bat.

Linux

Start Tomcat:

  1. Navigate to /opt/gcti/vidyo/orsweb/bin.

  2. Execute startup.sh.

  3. Check the console for errors.

  4. Navigate to http://<server>:9010 and check if ORS tomcat is running.

Stop Tomcat:

  1. Navigate to /opt/gcti/vidyo/orsweb/bin.

  2. Execute shutdown.sh.

Web Widgets Server

Windows

Start Tomcat:

  1. Navigate to c:\CGTI\vidyo\websrv\bin.

  2. Execute startup.bat.

  3. Check the console for errors.

  4. Navigate to http://<server>:9020 and http://<server>:9023 to check if web tomcat is running.

Stop Tomcat:

  1. Navigate to c:\CGTI\vidyo\websrv\bin.

  2. Execute shutdown.bat.

Linux

Start Tomcat:

  1. Navigate to /opt/gcti/vidyo/websrv/bin.

  2. Execute startup.sh.

  3. Check the console for errors.

  4. Navigate to http://<server>:9020 and http://<server>:9023 to check if websrv tomcat is running.

Stop Tomcat:

  1. Navigate to /opt/gcti/vidyo/orsweb/bin.

  2. Execute shutdown.sh.

After the startup procedure of all servers is finished, Click to Vidyo and Chat to Vidyo escalation use cases are ready.

 

Advanced Adapter Configuration

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

Installing Multiple WDE Applications

  1. Install multiple WDE instances:
    • Download and install the desired Vanilla WDE version from Genesys.
    • Create a Vidyo_<version> subfolder in the GCTI folder.
    • Copy the Vanilla WDE into this folder.
    • Perform the Vidyo WDE plugin installation steps as explained in the Workspace Desktop section.
  2. Install the new WDE application object in Genesys:
    • In Genesys Administrator, open the original WDE object.
    • Create a copy of this object with the name WDE_Vidyo_<version>.
    • Set the Application object options as described in the Workspace Desktop section.
  3. Run the new version of the WDE with the new version of the application object:
    • Navigate to the GCTI\Vidyo_<version> folder.
    • Locate InteractionWorkspace.exe.
    • Run the executable, and at the login screen, enter WDE_Vidyo_<version> as application name.

 <version> - is the new version of the WDE plugin

<cfgserver> - is the hostname of the configuration server from Genesys

<cfgport> - is the listening port of the configuration server from Genesys

multipleWDE.png

When the agent successfully logs in to the server, it will work with the new application object and the new settings and binaries will work. Check the upgrade procedure in the "Verifying the Version" section of the Upgrading VidyoEngage for Genesys article to verify the installed version of the WDE plugin.

Running Multiple Vidyo Servers

Running multiple Vidyo Servers is possible within a single Genesys environment. As explained in the Installing the Vidyo Server section, the Vidyo Server connects to the Genesys configuration to get the application settings. By setting a new application object, it is possible to run multiple Vidyo Server instances in parallel at the same server.

  1. Install the new application object:
    • Make a copy of the existing Vidyo Server application object.
    • Set the new application object name to vidyo-server-<version>.
    • Change the application object ports to default 9040, http 9042.
    • Save the application object.
  2. Install the new binaries:
    • Create a folder vidyoserver-<version> in GCTI\vidyo (for linux gcti/vidyo).
    • Follow the install instructions in the Vidyo Server Binaries section.
    • Copy the keystore from the original Vidyo Server into the new vidyoserver-<version> folder.
    • 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)
      • Modify options:
        • --custom.tomcat.connector.http.port="9040"
        • --server.port="9042"
        • --server.ssl.key-store="<installpath>keystore.jks"
  3. Save the startup script.

  4. Run the startup script from the command line and check the console logs:
    • There must be record saying read application configuration from vidyo-server-<version> application object.
    • The ports 9040 and 9042 must be opened successfully for listening.

 <version> - is the new Vidyo Server version

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

Installing Multiple Vidyo Server Windows Services

This section applies to services installed with the VidyoServerService.exe file included in the Vidyo Server release package.

To install multiple Vidyo Server services at a single host:

  1. Copy the installation package content to a new directory (e.g. vidyo-server-1).

  2. Create a new application object in the Genesys administrator (e.g. vidyo-server-win-1):
    • Add --app_name=vidyo-server-win-1.
    • Change Annex start_stop commands to the new service name VidyoServer1.

    MultipleWindows1.png

  3. Install the new service using service commander:
    • sc create VidyoServer1 binPath= "C:\GCTI\vidyo-server-1\VidyoServerService.exe".

    MultipleWindows2.png

  4. Change config-server-user.properties or command line attributes:
    • "app_name" to value vidyo-server-win-1.
    • adminport to not assigned port number value.
    • port in to not assigned value by OS.
    • tomcat.connector.http.port in to not assigned value by OS.
    • Change the location of the keystore file server.ssl.key-store=c:\\GCTI\\vidyo-server-1\\keystore.jks.
  5. Change VidyoServerService.exe.config:
    • workingDir to C:\GCTI\vidyo-server-1\.
    • adminport to value assigned in config-server-user.properties previously.
    • servicename to VidyoServer1.

Start the Vidyo Server from the command line, services, or the Genesys administrator, and check its status.

MultipleWindows3.png

Installing Multiple Web Widgets

You can run multiple widgets in parallel by installing a new Apache Tomcat webserver.

To install the new web server, follow the steps in the Web Widgets Tomcat section:

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

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

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

  4. When the new applications are installed, perform the 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.

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

Multiple VidyoPortal URLs and Tenants

WDE uses a 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 the Genesys Administrator Group-vidyo-<version>.
  • Setting Options in section interaction-workspace (create the section if doesn’t exist):
    • 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 in the interaction-workspace section will be added or overridden at the agent object. So the WDE will do start-up with a different object than was set previously at the WDE application object.

For more information about the WDE override mechanism, refer to the WDE documentation.

Setting the Vidyo Server TLS for Genesys Backend Components

Release 18.1 and later of 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 subsections below explain how to configure the Vidyo Server for specific Genesys configuration.

Note: To enable TLS, it is required to have PEM files available at a location where the Vidyo Server can access them. The Vidyo Server uses PSDK 8.5; therefore, it is recommended to follow the Genesys instructions about how to Generate PEM files.

 

Note: This is not a replacement for the Genesys TLS guide. For detailed instructions about how to install TLS at the Genesys backend, refer to the Genesys documentation.

 

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 include TLS, TLS_MUTUAL, UPGRADE, and NONE. The 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 Installing the Vidyo Server section configuration options reference -> Section security. 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 port at secured port, a TLS handshake is required on connection opening. The TLS certificate must be specified within the Vidyo Server startup options.

The startup script options:

  • tls.mode - Mode that configuration server has configured the port. Possible values are upgrade, tls, tls-mutual, and none. Default value is “none”.
  • tls.trusted-ca - Trusted certificate authority pem file.
  • tls.certificate - Path to certificate file used for secured connection to the configuration server. Default value is empty string. If Path is not specified or invalid, then Vidyo Server will fallback 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 invalid, then Vidyo Server will fallback 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, and 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:

InteractionTLS1.png

Vidyo Server connections example configuration:

InteractionTLS2.png

The advanced tab accepts the following options:

  • certificate, is path to certificate file.
  • certificate-key, is path to certificate key file.
  • trusted-ca, is 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 list of values (e.g., 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 the security options defined previously in the startup command or application object. For more information, refer to the Overriding Security Settings in the Application Object section.

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