How to configure to play videofile in the routing?

[alexandercoachman]

Hi all,

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:

[b][i]contact: sip:10.35.37.10:5065
request-uri: sip:annc@10.35.37.10:5065;play=video/video_sample;repeat=5
service-type: treatment[/i][/b]

and i call this DN, i can hear only the voice, but cant see the video. [b]How can i implement this in routing strategy?[/b]
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 Requestec's flash2SIP solution, the routing works too, but i cant play video files to the customers.

Best Regards, Alexander

[smile]

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 doesn't support codes from Requestec

[alexandercoachman]

Okay, sorry. Misunderstanding. 

Routing the video media from Requestec's 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.

[René]

Hi Alexander,

It should work as I tested it in the past and configuration was straightforward.

Can you post here log of SIP Server and Stream Manager?

R.

[alexandercoachman]

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.

Logs:
[url=http://www.speedyshare.com/files/29984344/videolog.zip]http://www.speedyshare.com/files/29984344/videolog.zip[/url]

Thanks, Alex

[René]

Alex,

Unfortunately, I can't download the logs. Getting "Internal Server Error"...

R.

[alexandercoachman]

Hi René, i can get the logs, but here is an another link: http://www.sendspace.com/file/a94hq3

[René]

Hi Alex,

I've checked the logs and your issue is caused by Bria that doesn't 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:

[font=courier]INVITE sip:2222@10.35.37.10:5060 SIP/2.0
...
v=0
o=- 3 2 IN IP4 10.35.37.11
s=CounterPath Bria
c=IN IP4 10.35.37.11
t=0 0
m=audio 2126 RTP/AVP 107 119 100 106 6 9 0 97 105 98 8 102 18 3 5 101
a=sendrecv
a=rtpmap:107 BV32/16000
a=rtpmap:119 BV32-FEC/16000
a=rtpmap:100 SPEEX/16000
a=rtpmap:106 SPEEX-FEC/16000
a=rtpmap:97 SPEEX/8000
a=rtpmap:105 SPEEX-FEC/8000
a=rtpmap:98 iLBC/8000
a=rtpmap:102 L16/16000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=yes
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15
a=alt:1 1 : euuVoxOu jt50Leh5 10.35.37.11 2126
[/font]

Please check your Bria configuration as it should support video as well.

R.

[alexandercoachman]

In the video codecs section in bria i have 3 options,

[list]
[li]H263[/li]
[li]H263+[/li]
[li]H264[/li]
[/list]

It is thinkable, that the genesys video_sample file isnt coded one of to these codecs? Hm.. interesting. I check now stream manager documentation, how to convert videofiles to the exact format. René, and when i had a video file in correct format, can i load it in a routing strategy directly aside the entry point before the videocall arrives to the angent? Is it poosible? Yesterday i checked this feature in IRD, but i didnt find the solution..

Thank you for supporting,
Alex

[René]

Alex,

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 won't even try to stream video to Bria.

About routing... specify 'music/video_sample' as name of a Music treatment on Busy tab of Selection block and you'll get audio and video while waiting for available agent.

R.

[alexandercoachman]

Okay, thanks René.

On the Busy tab of selection block i choose Music Treatment, in the parameters are two components:

[list]
[li]MUSIC_DN: Should i add here the 'music/video_sample' string or should i add a Voice over IP Service DN[/li]
[li]DURATION: Uninteresting for me[/li]
[/list]

When i add the string, it didnt sounds or shows video, when i add a VoIP DN with the following Annex/TServer options:

contact - sip:10.35.37.10:5065
request-uri - sip:annc@10.35.37.10:5065;play=music/video_sample;repeat=5
service-type - treatment

i cant see where is the mistake... 

[René]

Hi Alex,

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 Manager's option 'sip-annc-codecs' in 'codecs' section - it must contain video codec that you'd like to use (to make your life easier add all codecs - h261,h263,h264=N)
- When making call using Bria please select 'Video Call' instead of default 'Audio Call'

No other configuration like Video service or special gcti::video DN is not needed unless you'd like to use Push Video functionality.

R.

[alexandercoachman]

OMG. Missed codecs  Its working now, i can see the video too. Dont say anything...

BIG thanks for your support!

[alexandercoachman]

Hi all  ,

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.

Rgds.

[René]

Alex,

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.

R.