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 methods 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 (available on both agent/customer engagement)

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 (available on both agent/customer engagement)

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 (available on both agent/customer engagement)

Participants Events Callback

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

Name	Type	Description

Name

Type

Description

event

object

jQuery standard event notification object

eventName

String

Participant event name. It can be one of the following values:

onJoined: a new participant joined the video room.
onLeft: a participant left the video room.
onDynamicChanged: the order of participants has changed, based on their importance according to active speech detection. The “participant” parameter will contains an ordered array of participants according to rank.
onLoudestChanged: a new participant becomes the loudest, based on active speech detection.

participant

Object

The object contains the participant information.

Disconnecting Video session

Use the contact.videoDisconnecAndDestruct method to disconnect the participant from the video room.

To engage a new video session, a new media escalation must be requested.