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Upgrading VidyoEngage for Genesys

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This article contains the following sections:

Before upgrading, check the VidyoEngage for Genesys Release Notes in the Release Notes section of the Vidyo Help Center to see what has changed.

 

Upgrading Procedure

 

Upgrading the Vidyo Server

Before upgrading the Vidyo Server, make sure to back up the old Vidyo Server binaries and configuration.

Upgrading to Latest Version 18.4 and Later

There are no special steps required to perform the upgrade to 18.4.3 from 18.4.4. For detailed information about the new features and bug fixes, refer to the "VidyoEngage for Genesys: About Version 18.4.2" article in the Release Notes section of the Vidyo Help Center.

  1. Follow the steps in the Upgrading the Vidyo Server Binary and Configuration section of this article.

  2. Verify the Vidyo Server version as described in the Verifying the Vidyo Server Version section of this article.

Upgrading to Version 18.4.0.1

  1. Follow the steps in the Upgrading the Vidyo Server Binary and Configuration section of this article.

  2. Verify the Vidyo Server version as described in the Verifying the Vidyo Server Version section of this article.

Upgrading to Version 18.3.0.2

Application Template and Object (Optional)

  1. Import the new Vidyo Server application template 18.3.0.2 VidyoServer_183.apd.

  2. Create a new application object from template 18.3.0.2 (e.g. vidyo-server-183).

  3. Migrate all mandatory options from the old Vidyo Server application object.

Importing the application template and creating the new object is an optional step. It will only update the application object version to the latest release. There are no new options introduced.

 

Application Binaries and Startup Command

  1. Stop the Vidyo Server.

  2. Back up the old Vidyo Server files (from C:\GCTI\vidyo\vidyoserver or /opt/gcti/vidyo/vidyoserver).

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

  4. Install Windows service using Service Commander.

  5. Set the service configuration file VidyoServerService.exe.config.

  6. Set the Genesys application object start_stop commands accordingly to the new service name. 

  7. Start the Vidyo Server.

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

For more detailed installation steps, see the Deploying VidyoEngage for Genesys article.

 

Verifying the Vidyo Server Version

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

Application Name : vidyo-server-xxx
Version : 18.4.4.1xx

 

Upgrading the WDE Vidyo Plugin

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

Upgrading to Version 18.4.2.1

There are no special steps required to upgrade the WDE to version 18.4.4 from 18.4.2. For detailed information about the new features and bug fixes, refer to the Vidyo Adapter Release Notes.

  1. Upload the latest template and metadata as described in the Importing the WDE Template and Metadata section later in this article. (Optionally, you may find it easier to copy new options manually to the WDE application object.)

  2. Backup and replace the Workspace Desktop Vidyo Adapter files in the installation or Click Once directory.

  3. Verify the version of the WDE plugin as described in the Verifying the Vidyo Server Version section later in this article.

Upgrading to Version 18.4.0.1

  1. Upload the latest template and metadata as described in the Importing the WDE Template and Metadata section later in this article.

  2. Backup and replace the Workspace Desktop Vidyo Adapter files in the installation or Click Once directory.

  3. Verify the version of the WDE plugin as described in the Verifying the Vidyo Server Version section later in this article.

Upgrading to Version 18.3.0.2

  1. Upload the latest template and metadata as described in the Importing the WDE Template and Metadata section later in this article.

  2. The new role Vidyo Can Transfer will be in the Genesys configuration.

    CanTransferSession.png

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

Upgrading to Version 18.2.0.2

  1. Upload the latest template and metadata as described in the Importing the WDE Template and Metadata later in this article.

  2. The new roles Can Use Self_preview and Can Set Devices will be in the Genesys configuration.

  3. Back up and replace the Workspace Desktop Vidyo Adapter files in the installation or Click Once directory.

Upgrading to Version 18.1.0.5

  1. Upload the latest template and metadata as described in the Importing the WDE Template and Metadata later in this article.

  2. The Can Use Vidyo and Can Use Snapshot role under Vidyo tasks section will appear in Agent Roles.

    Workspace_Vidyo_Priv.png

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

    WorkspaceDesktop.png


ClickOnce:

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

Local:

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

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

 

Upgrading to Version 17.2.2.0

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

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

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

 

Upgrading to Version 17.2.1.0

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

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

Upgrading to Version 1.1.2.0+

With VidyoEngage for Genesys version 1.1.2.0+, include all of the Workspace files.

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

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

Upgrading to Version 1.0.1.0

With the release of VidyoEngage for Genesys version 1.0.1.0, only the Custom DLL has changed.

For ClickOnce installations, replace the Genesyslab.Desktop.Modules.CustomVidyo.dll file and repeat the steps to deploy a new package as noted in the Deploying VidyoEngage for Genesys article.

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

Upgrading to Version 1.1.0.0

With the release of VidyoEngage for Genesys version 1.1.0.0, the Custom DLL and config file have changed. 

For ClickOnce installations, replace the following files and repeat the steps to deploy a new package as noted in the Deploying VidyoEngage for Genesys article:

  • Desktop.Modules.CustomVidyo.dll
  • exe.config

For local installations, replace the following files in the Workspace execution directory:

  • Desktop.Modules.CustomVidyo.dll
  • exe.config

Verifying the Version

Upon successful agent login to Workspace, execution of the plugin’s custom module can be verified in the Workspace log file by checking for a trace similar to the following: 

INFO  omVidyo.CustomModule - Workspace version=8.5.xxx.xx, CustomVidyo version=18.4.4.1, Build Date=xx/xx/2019

 

Configuring and Upgrading the Adapter

 

Importing the WDE Template and Metadata

  1. Locate WorkspacePlug-in_Templates_18.x.x.x_xxxxxx.zip and unzip the templates.

  2. Open the Genesys Administrator and upload the new WDE application templates in Environment -> Application Templates (Tasks: Upload Template):
    • Workspace_Desktop_Edition_SEP85_851_Vidyo1XX.apd
    • Workspace_Desktop_Edition_SEP802_851_Vidyo1XX.apd
    • Workspace_Desktop_Edition_851_Vidyo1XX.apd

    GenAdmin.png

  3. Open the newly uploaded Templates Import application metadata XML files into templates (Import Metadata).
    • Workspace_Desktop_Edition_SEP85_851_Vidyo1XX.xml
    • Workspace_Desktop_Edition_851_Vidyo1XX.xml
    • Workspace_Desktop_Edition_SEP802_851_Vidyo1XX.xml

    WorkspaceDesktop1.png

Upgrading the Vidyo Server Binary and Configuration

Application Template and Object (Optional) 

  1. Import the new Vidyo Server application template 1x.x.x VidyoServer_1xx.apd.

  2. Check the new options introduced. If there are any, copy them to the existing Vidyo Server object.

  3. Follow the instructions in the Deploying VidyoEngage for Genesys article and Release Notes to set the newly created options correctly.

Importing the application template and creating the new object is an optional step if it is not explicitly required in the Deploying VidyoEngage for Genesys article.

 

Application Binaries and Startup Command 

  1. Stop the Vidyo Server.

  2. Backup the old Vidyo Server files (from C:\GCTI\vidyo\vidyoserver or /opt/gcti/vidyo/vidyoserver).

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

  4. Migrate the old options from VidyoServerService.exe.config.
    This is relevant for Windows only.

  5. Migrate the old options from config-server-user.properties.

  6. Set the startup.bat or startup.sh script and shutdown.bat or shutdown.sh script accordingly to the installation folder and required Java options.

  7. Set the Genesys application object of the Vidyo Server “Server Info” accordingly to the new startup commands.

  8. Set the Genesys application object of the Vidyo Server “Annex” start_stop commands accordingly to the updated setting, if required.

  9. Start the Vidyo Server.

  10. Check if the Vidyo Server is correctly monitored by the Genesys Administrator (i.e., the expected status should be Running).
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