CTLive Vidyo Integration

Vidyo.io is a platform as a service (PaaS) that enables developers to provide high-quality, real-time video communication capabilities. The service includes the VidyoClient SDK, which provides the APIs for integrating such communication capabilities into a variety of applications and workflows.

CTLive offers a built-in Vidyo integration by extending the contact chat object adding method and properties to control the media audio/video escalation.

Media escalation feature

CTLive offers a basic media escalation feature. A customer with an ongoing chat can request an engagement of the audio/video channel by creating a video conference. The CTLive SDK library offers a notification and response API allowing you to perform a request-response-engagement flow on the video channel.

Request API (on customer side)

contact.requestVideoUpgrade(String <divID>, Boolean <useAudio>, Boolean <useVideo>)
// Example:
contact.requestVideoUpgrade("videoPanel", true, true);

• divID: Element div/panel ID where the composited video will be rendered

• useAudio: flag that indicates whether to perform a media escalation on the current chat using the audio channel

• useVideo: flag that indicates whether to perform a media escalation on the current chat using the video channel

Request Event notification (on agent side)

Register a callback on contact object for the “requestVideoUpgrade” event.

contact.on("requestVideoUpgrade", 
  function (event) {
    // the Agent can accept/refuse the video media escalation
  }
);

Response API (on agent side)

contact.responseVideoUpgrade(Boolean <true/false>, String <divID>);

// Example: Agent accept the media escalation
contact.responseVideoUpgrade(true, "videoPanel");
// Example: agent rejected the media escalation
contact.responseVideoUpgrade(false, "videoPanel");

Response Event notification (on customer side)

contact.on("responseVideoUpgrade",
  function (event) {
   console.log("On [responseVideoUpgrade] event", event.response);
   // no action is required by the integration.
   // the audio / video connection will be automatically engaged 
   // upon receipt of the positive response.
  }
)

Participants Events Callback

A custom integration can bind a callback to receive notification about the participants members of the video engagement session.

contact.bindVideoParticipantEvent(
  function(event, eventName) {
    console.log("[CTLIVE AGENT SDK] PARTICIPANT Event [" + eventName + "]");
  }
);