now i have only one day to find a solution, how can i in the routing strategy play to the customer a video file, before his call is switched to an agent.
No idea.. does anybody configure video service in genesys? I dont find anybody, who can help me. I would like to use Stream Manager to this.
If i create a VoIP Service DN with the following TServer options:
and i call this DN, i can hear only the voice, but cant see the video. How can i implement this in routing strategy?
I am at a loss, because i cant find a documentation on the Genesys technical support site, i cant find a topic, where specialists talk about this theme.
Please help me, my video callcenter now works together with Requestecâs flash2SIP solution, the routing works too, but i cant play video files to the customers.
You need look into sip server logs for SDP parameters in INVITE/response to/from you media platform. Perhaps your sip server configured only for specific video codecs and it doesnât support codes from Requestec
Routing the video media from Requestecâs flash2SIP gateway to my agents works.
But, i would like to play a sample video file to the customers before the videocall is routed to an agent via the routing strategy.
Yes of course. I opened a service request and posted logfiles to Genesys yesterday too, but nothin happened.
The attached logfiles represent the following situation:
After a totally server restart, Agent B1000 logs into Place_1112 and his softphone to the extension 1112. He calls 2222 VoIP Service DN, but only the voice media arrives to the agent. I cant find any documentation to correctly implement this feature. This is one thing, i would like to see the sample_video when i call this DN, but in the final solution i wolud like to play the video_sample file on a routing point, before routing the videocall to an agent.
Iâve checked the logs and your issue is caused by Bria that doesnât offer support for any video codec. Only audio codecs are listed as supported so SIP Server/Stream Manager provides audio only.
As you can see below, SDP part of INVITE message sent out by Bria declares support for audio only:
video_sample.zip contains both H263 and H264 video files. The problem is that your Bria declares no support for video! If video codecs are missing in SDP provided by Bria then SIP Server/Stream Manager wonât even try to stream video to Bria.
About routing⊠specify âmusic/video_sampleâ as name of a Music treatment on Busy tab of Selection block and youâll get audio and video while waiting for available agent.
I did quick test on my platform and it works. Please ensure following:
Correct announcement file that contains both audio and video is specified (music/video_sample)
Check Stream Managerâs option âsip-annc-codecsâ in âcodecsâ section - it must contain video codec that youâd like to use (to make your life easier add all codecs - h261,h263,h264=N)
When making call using Bria please select âVideo Callâ instead of default âAudio Callâ
No other configuration like Video service or special gcti::video DN is not needed unless youâd like to use Push Video functionality.
Does anybody know the answer for the oroginal question? I think i should use a treatment before the target selection. Playing video during the busytime is resolved, but i need to point to a videofile in the routing strategy.
Playing audio+video while caller is waiting for an agent is easy - just specify required audio/video file on Busy tab (type Music) of Selection object.
I understand you, this works, but i would like play a video to the caller before a taget selection block. I have to use a treatment, but i dont know which treatment and options..
On the tab PROMPT i set ID to 1. This means, that it plays 1_msgsm.wav in the announcement folder under the StreamManager folder. But it didnt, it begins to play my video_sample file but why? I dont understand. I think, its a default video setting somewhere. This is good for me, i want to play to the customers this video before a target selection, but i think this is not the correct resolutionâŠ
If youâd like to play some audio and video before waiting for an agent then use Music block where you will specify name of file that should be played to the caller. Itâs necessary to put Function block immediately after Music block and use Delay function to delay strategy processing for the time youâd like to play audio/video to the customer. If you donât delay strategy execution then audio/video wonât be played.
On the busy treatment i use âplay announcementâ so the video_sample is played correctly. I really dont understand why this strategy works, because on the announcement block immadiately after the Entry i set the ID to 1. Therefore it should play a file in the StreamManager/announcement folder which begins with"1" in the filename and its a wav file, not a video. I try to guess, how it works.
PlayAnnouncement and Music blocks provides similar functionality when used with SIP Server. The only difference is that announcement ID must be a number while name of music file can contain characters and path to file.
If youâd like to use PlayAnnouncement and provide video to caller then copy video_sample.zip file from âmusicâ to âannouncementâ folder and rename it to e.g. 111.zip. Then specify announcement id â111â and it should work.
Its working now, i can see the video too. Dont say anythingâŠ