Deploying the Screen Recording Service

Genesys Interaction Recording (GIR) needs a Screen Recording Client installed on each Agent's desktop to enable the Agent to capture what is happening on their screen at the time of an active interaction.

Important

The Screen Recording Service works with most screen resolution settings. However, Genesys has tested the Screen Recording Service under the following recommended screen resolutions:

Single Monitor:

• 1024 x 768
• 1280 x 720
• 1600 x 1200
• 1920 x 1080

Dual Monitor:

• Side-by-side 1024 x 768 + 1024 x 768
• Side-by-side 1280 x 720 + 1280 x 720
• Side-by-side 1600 x 1200 + 1600 x 1200
• Side-by-side 1920 x 1080 + 1920 x 1080

If you use the Screen Recording Service SRS on a computer with different screen resolution than listed above, you should do a field validation of the Screen Recording Service in your setup to ensure that it is working properly. If there you encounter unexpected results, Genesys recommends that you set your screen resolution to one of the recommended and tested resolutions listed above.

The following steps show how to download, install, configure and test the Screen Recording Client. You can also watch this video for a short demonstration.

Before you can install and use the Screen Recording Client on your desktop, you must have some information ready at hand. Your IT department can help you get this information.

• Windows 7 64-bit Operating System with admin privileges
• The Web Services URL—for example, https://mywebservices.com:80
• Access to Workspace Web Edition from your Genesys Hub
• The software (minimum version 8.5.205.00 - build 306)
• Agent Login credentials

Get Your Software

Find the email you received from Genesys with the details about your software (it will look similar to the example on the left), and using your favorite FTP client—for example, Filezilla, connect with the credentials listed in the email.

Download the zipped file to a temporary folder on your computer.

Install Your Software

Open a command prompt, and type dir to change directories to the installation folder.

At the prompt, enter the following command:

setup_<version>.exe /VERYSILENT  /SUPPRESSMSGBOXES 
/DIR="C:\Genesys\SRC" /NOCLOSEAPPLICATIONS /TASKS="HTTPS"
/server="<URL for your Web Services server>"

Important

Remember to replace <version> with the actual number that you found when you typed dir, and the correct URL for your Web Services server.

And then press Enter.

Remember: If you are using Workspace Web Edition, the desktop requires a secure connection (the URL has https:// as the prefix) to Web Services server. The Screen Recording Client is also required to support a secure connection with Workspace Web Edition, so it can accept credentials to Web Services.

[+] Show more tips and tricks.

• To debug problems with the installation, you can add the /LOG="logfilename" command to the installation path. For example, setup_<version>.exe /VERYSILENT /SUPPRESSMSGBOXES /DIR="C:\Genesys\SRC" /NOCLOSEAPPLICATIONS /LOG="C:\src_setup.log".
• If a proxy is used for agents to access Workspace Web Edition, make sure 127.0.0.1:443 and 127.0.0.1:8080 (or the appropriate ports, if non-default values are used) are in proxy white list. This lets the agents access Workspace Web Edition directly without the proxy.
• The default installation will NOT install the Screen Recording Client's self-signed PFX certificates to the root certificates store, nor will the Screen Recording Client use the certificates when setting up an HTTPS server for Workspace Web Edition. For more information, see Creating Self-Signed Certificates.
• During startup, the Screen Recording Client writes the current version to the log file. However, since the log file is periodically cleaned, the version is not always be at the top. Use the following command line to check the version along with other properties of the Screen Recording Client—wmic datafile where name='C:\\<Installation Directory>\\SRC.exe'
• This installation generates a unique self-signed certificate for your workstation which is automatically added to the Windows certificate store. For other security options, see the Configuration for the Advanced User section, or a Genesys Professional.

Verify the Installation

Use Windows Explorer to locate the directory where you installed the software (in this example, it is in the C:/Genesys/SRC folder). Once you see the folder is there, restart your computer. This will ensure that the service starts automatically.

Test the Service

You can test the service to see if the Screen Recording Client is running on the PC. Using Windows Services, on the Services tab, search for Genesys SR Service. If the status is Started, the Screen Recording Client is working. If the status says anything else, contact your Genesys Professional to help troubleshoot the issue.

Use your Agent Desktop to place a test call. For information on how to use the Agent Desktop, see Workspace Desktop Edition Help.

Advanced Installation Procedures

Configuring During the Installation

You can also add more client side parameters to the command line when installing the Screen Recording Client.

For example:

setup.exe /VERYSILENT /server="https://192.1.1.1"
setup.exe /VERYSILENT /CONFIG="C:\path\to\config.json"

Tip

To verify the version installed, browse to https://127.0.0.1/version or http://127.0.0.1:8080/version.

For more information about the parameters, see the Advanced Configuration section below.

Creating Self-Signed Certificates

If you did not use the /TASKS="HTTPS" parameter to install the Screen Recording Client, create self-signed certificates as follows:

1. Open a command window as an Administrator.
2. Navigate to the <install_dir>\Certificates\Self-Signed directory.
3. Run the create_certificates.bat file. This creates a set of unique self-signed certificates.
4. Run the install_certificates.bat file. This installs the new self-signed certificates to windows trusted certificates store.

Important

You can also execute these files at any time to create and/or install new self-signed certificates for the Screen Recording Client to use.

Installing Your Own Certificates

Alternatively, you can provided you own certificates without any configuration changes as follows:

1. Provide a certificate for the IPv4 host, 127.0.0.1, in the <install_dir>\Certificates\server.pem file.
2. Install the .pfx form of this certificate to the local certificates store as a "Trusted Root Certification Authority" file.
3. Provide a certificate for the IPv6 host, [::1], in the <install_dir>\Certificates\serverIp6.pem file.
4. Install the .pfx form of this certificate to the local certificates store as a "Trusted Root Certification Authority" file.
5. The PEM certificate files should include both the private RSA key and the certificate itself. [+] Show an example.

   ----BEGIN RSA PRIVATE KEY----
   .
   .
   .
   ----END RSA PRIVATE KEY----
   ----BEGIN CERTIFICATE----
   .
   .
   .
   ----END CERTIFICATE----

Important

If the .pem certificates are to be protected by a password, you must use genesysscreenrecording for that password.

Upgrading the Screen Recording Client

The Screen Recording Client will automatically upgrade any new version on the client machine.

Important

• The following steps must be performed by a System Administrator.
• When you go to upgrade to a newer Screen Recording Service, check with Customer Care about compatibility with your system if not also upgrading your system to the latest versions.

Uploading a New Version to the Web Server

Each new release includes two files:

• setup_<version>.exe—Full version, used for new installations or where a full upgrade is required.
• setup_update_<version>.exe—Lite update version.

Check with Genesys Customer Care to verify the correct version to use.

Depending on the type of update required, upload the setup_<version>.exe file or setup_update_<version>.exe file to the Web Server that does not require HTTP authorization. For example, http://<IP Address>/src/setup_update_<version>.exe.

Configuring Genesys Framework to Push a New Version to the Agent's Desktop

Important

This procedure assumes that there is a version of the Screen Recording Client on the Agent's machine.

1. Update the Web Services Cluster application object in the configuration database. On the Annex tab, edit the [screen-recording-client] section and add the parameters.[+] Show the table that describes the parameters.

   Parameter Name	Description	Required	Example
   softwareVersion	The new version of the Screen Recording Client.	Y	8.5.2.297
   softwareUrl	The link of the file that is to be uploaded to the Web Server.	Y	http://<IP Address>/src/setup_update_8.5.2.297.exe
   softwareChecksum	The SHA512 checksum of the setup_update_<version>.exe content. Note: The SHA512 checksum applies for upgrading future versions. When upgrading from any version before 8.5.210.09 to this or any future versions, the checksum will still need to be MD5 (since the old version uses MD5 for the verification). When upgrading in the future, after this update is applied—for example, from 8.5.210.09 to 8.5.210.60, SHA512 will be used for verification.	Y	2D423B85E6684956B817E6C7E36BE3DC

2. Restart the client machines to push the new version of the Screen Recording Client to the machines.

Advanced Configuration for the Screen Recording Client

The Screen Recording Clients running on all desktops can be configured centrally.

1. If your server uses a self-signed certificate, set the certificate parameter to the path on the file system where the pem file is stored.
2. Edit the local config.json file on the Screen Recording Client machine, and add the client parameters. [+] Show the table describing the parameters.

   Name	Mandatory	Description	Default value
   server	Y	The server base url. The default port is 80; to use a diffrent port, use the url:port format. This must be configured at installation.	Empty
   allowedOrigins	N	Specifies the approved CORS Origin headers that Screen Recording Client approves. If it is not provided, the * character is set as the default, which means any request will be approved, with or without origin header. If it is provided, the header can be a single origin, or a list of approved origins, that is used to approve the CORS requests. The defined server parameter is always added to the list of approved origins automatically.	*
   authenticationCertificate	N	The relative or full path to the authentication server's PEM certificate. If a value is available, the authentication server uses it for the HTTPS connection to the agent's desktop. Note: This parameter is not needed in the default Screen Recording Client installation. The Screen Recording Client uses the default self-signed certificate (%install_dir\Certificates\server.pem) automatically.	'%install_dir\\Certificates\server.pem'
   authenticationCertificateIp6	N	The relative or full path to the authentication server's PEM certificate for IPv6. If a value is available, the authentication server uses it for the HTTPS connection to the agent's desktop. Notes: This parameter is not needed in the default Screen Recording Client installation. The Screen Recording Client uses the default self-signed certificate (%install_dir\Certificates\server.pem) automatically. Each host requires a unique certificate.	%install_dir\\Certificates\serverIp6.pem
   authenticationPort	N	The port used for internal communication with Web Services.	If using HTTP, the port is 8080. If using HTTPS, the port is 443.
   authenticationPortIp6	N	The port used for internal communication with Web Services.	If using HTTP, the port is 8080. If using HTTPS, the port is 443.
   certificate	N	Indicates how the screen recording client validates the Web Services server TLS certificate. If set to false, the screen recording client will not validate the certificate. If set to true, the client will validate the certificate using the Windows certificate store when the server is using a certificate from the public CA. If set to a file path (for example, C:\\Automation\\server.pem), the screen recording client will validate the certificate using a self-signed certificated when the server is using a private self-signed certificate.	false
   certificatePassword	N	The password for the PEM certificate's private RSA key.	Empty
   certificatePasswordIp6	N	The password for the IPv6 PEM certificate's private RSA key.	Empty
   credentialsTimeout	N	The timeout duration, in minutes, between the keep alive (GET/Ping) requests from the agent's desktop and the Screen Recording Client. When the timeout expires, the agent's credentials are deleted from the Screen Recording Client's cache.	35 Note: This value must be longer than the Web Services session timeout duration for the agent's desktop. By default the Web Services session timeout is 30 minutes, and the credentialsTimeout is 35 minutes. The latter must be increased if the Web Services session timeout is increased.
   ip6	N	Indicates whether to support IPv6 in addition to IPv4 for communication with Web Services.	true
   password	N	The HTTP authentication password. If provided, the value of the password is used until new authentication credentials are provided by the Agent desktop.	Empty
   statusTimeout	N	The timeout duration, in seconds, between the keep alive GET/Ping requests from the agent's desktop and the screen recording client.	60
   userName	N	The HTTP authentication username. If provided, the value of the userName is used until new authentication credentials are provided by the Agent desktop.	Empty

3. In the most basic configuration, you will not need to add the following parameters since they are all optional. However, if you do intend to use any of the server parameters, use Genesys Administrator Extension, and following the next steps:
   1. At Environment level, locate the Web Services Cluster application object that was created during the Web Services installation.
   2. Edit the application object, and create a new section named screen-recording-client. The following figure provides an example of the screen-recording-client section.
      file:SRC_config.png
      [+] Show the table describing the parameters that can be added to this section.
      Important

      In the default configuration, the recordingWhen parameter is set to false. If you do not enable screen recording as described in the next section, screen recordings will not be captured.

      Name	Mandatory	Description	Default value
      CaPath	N	The path for the authority PEM certificate file used for verification of encryption certificates. If not present, verification will not take place.	false
      cleanupPolicy	N	Specifies the method for managing failed screen recording files on the Client machine. The available values are: delete—Deletes the recording from the local drive regardless if upload was successful or not. keep—Deletes successfully uploaded recordings. Recordings whose upload failed will be stored in a sub folder called "Problem Videos", after which they will not be uploaded or deleted by the Screen Recording Client. keepForever—All recordings are kept permanently on the local drive. Successfully uploaded recordings will be store in a sub folder called "Uploaded", unsuccessfully uploaded videos will be stored in the "Problem Videos" folder. Recordings in those folders will not be uploaded or deleted by the Screen Recording Client. Note that this setting is recommended for debug purposes only because it can cause disk space to run out quickly.	keep
      clockColor	N	The color of the time stamp clock. Use HTML color codes.	0xffffff (white)
      clockFormat	N	The display format for the time stamp clock. See the table later in this section for the valid values.	%H:%M:%S-%Y-%m-%d %Z (HH:MM:SS-YYYY-MM-DD TZ)
      clockOpacity	N	How non-transparent the time stamp clock displays. Valid values: 0-255	150
      clockPosition	N	The position for time stamp clock. Valid values: 0=center, 1=left, 2=right, 4=top, 8=bottom. You can also use combinations of these values—for example, 6 = top-right.	8 (bottom-center)
      clockSize	N	The font size for the timestamps written to the screen. Note: This option is available if the timeStamp option is set to true.	40
      delayShutdown	N	The time, in seconds, to delay shutting down the SRS and the system if the uploadPolicy parameter is set to immediate. This allows all the screen recording files to upload before the shutdown starts. The maximum value is 125 seconds (limited by Windows).	15
      diskFreeSpaceLimit	N	The minimum disk space, in MB, on the client machine. When the disk space drops below this value, the screen recording will stop any active recording sessions.	2000
      encodingLevel	N	The H.264 encoding level restriction. Valid values: 10,11,12,13,20,21,22,30,31,32,40,41,42,50,51. For more information, see H.264/MPEG-4 AVC Levels.	41
      encodingProfile	N	The H264 encoding profile. Valid values: baseline, main, high.	high
      folder	N	The folder name where the media is uploaded in the WebDAV server.	/
      fps	N	Frames per second.	1
      forceUpdate	N	Indicates whether to automatically update the software. If set to true, the Screen Recording Client will either update to a newer or older version of the software.	false
      grayScale	N	Indicates whether to record the screen in color or gray scale. Set to true to record in gray scale. Set to false to record in color.	false
      isACWEnabled	N	Indicates whether to record the agent when in the After Call Work state. Note: You must also configure the wrap-up-time parameter on the Agent's Login object.	true Note: If isACWEnabled is set to any value other than false, then the value is true.
      keepAspectRatio	N	Indicates whether to keep the original aspect ratio or stretch the video to fill the screen if the screen resolution is large than the maximum resolution, and the screen is down scaled.	true
      logsToKeep	N	The number of log files to keep.	10
      logLevel	N	The logging level. Set to one of the following: debug, info, warning, error, critical. Only messages with a level set equal to or above the defined level will be logged.	info
      maxDurationMinutes	N	The maximum duration, in minutes, before slicing a screen recording file. This is used for non-voice interactions only.	10
      maxHeight	N	The maximum height resolution in pixels. The client will always use the lower resolution defined by either the maxHeigh/maxWidth parameters or the resolutionScale parameter.	1080
      maxLogSize	N	The maximum size, in MB, of the log file before a new log file is created. The old log file is named with the .1 extension. Set the value to 0 if you do not want to limit the log file size.	5
      maxWidth	N	The maximum width resolution in pixels. The client will always use the lower resolution defined by either the maxHeigh/maxWidth parameters or the resolutionScale parameter.	1920
      multipleMonitorsEnabled	N	Indicates whether to record on all available monitors. If set to false, the client will record on the primary display monitor only.	true
      qualityPreset	N	Defines the desired bitrate, depending on the agent's screen resolution. Valid Values: low—Emphasis is on storage capacity, and text is readable 90% of the time. For example, 120 Kbps for 1920 x 1080 resolution with color. standard—Text should be readable 100% of the time with normal use. For example, 150 Kbps for 1920 x 1080 resolution with color. high—Emphasis is on quality, and text should be readable 100% even on a high movement environment. For example, 190 Kbps for 1920 x 1080 resolution with color. See the table later in this section for the full list of preset examples.	standard
      recordingWhen	N	An expression from configuration states when screen recording should be taking place for a particular recording client. The format is: recordingWhen= condition1,condition2,... where condition1,condition2..., are a set of conditions that must all be true in order for the screen recording to take place. In other words: Screen Recording Active = condition1 && condition2 && ... Note: If the state of any of the conditions is unknown (occurs only before first determining agent state, so limited to initial state), then the state of screen recording is unknown. See the table later in this section for the full list of conditions.	This parameter is optional for the Screen Recording Client and defaults to an empty value.
      resolutionScale	N	Used to scale the screen size. Setting resolutionScale to 0.5 will resize the screen resolution in half. Setting it to 1 will do nothing. The client will always use the lower resolution defined by either the maxHeigh/maxWidth parameters or the resolutionScale parameter.	1
      saveCredentialsToVault	N	Indicates whether to upload screen recordings after a system restart without requiring the agent authentication credentials. If set to true, the agent's credentials are saved into the local Windows vault.	true
      sleepNoConnection	N	The maximum time, in minutes, that the client will sleep if there is no connection with the server before attempting to reconnect.	1
      sleepNoNewVersion	N	The time, in minutes, that the client updater thread will sleep if there is no new version available.	1440(24H)
      slowMachine	N	Indicates whether the screen recording client is installed on a slow machine, so that the extra time is available to save the video files before closing the client.	false
      softwareChecksum	N	The SHA512 checksum of the latest software setup file.	Empty
      softwareUrl	N	The URI used to fetch the latest screen recording client software installation package.	None
      softwareVersion	N	The latest screen recording client software version number.	Empty
      timeout	N	The timeout duration, in seconds, for HTTP requests. This value must be bigger than the cometD Server request timeout.	60
      timeStamp	N	Indicates whether a time stamp will be water marked on the video.	false
      uploadPolicy	N	Specifies the screen recording upload policy. If set to window, the screen recording files are uploaded to storage during the times specified by the windowStartTime and windowEndTime parameters. If set to immediate, the files are uploaded immediately; however, after the agent's last call, the Screen Recording Client needs some time to upload the recording to the server before the Agent's desktop shuts down. The amount of time needed depends on the duration of the last call and network speed. Genesys recommends to estimate one minute for every minute of screen recording on a network with 150Kbits per second and and upload speed approximate to 20 KB per second. For example, if the last screen recording lasted 10 minutes, and the network speed is 300Kbits/s (~40KB/s), five minutes is required. Note: If the Agent's PC is shutdown before the upload is completed, the recording will be uploaded on next PC start up.	immediate
      videoBitrate	N	Encoding bitrate. Use this parameter to override the default bitrate that is calculated based on the resolution and the selected qualityPreset value.	150 Kbps for 1920 x 1080 resolution (standard preset, color recording)
      windowEndTime	N	Specifies the upload end time, in the local time. The format is hh.mm:—for example, 23:00. This parameter is mandatory for the Window upload policy.	Empty
      windowStartTime	N	Specifies the upload start time, in the local time. The format is hh.mm:—for example, 23:00. This parameter is mandatory for the Window upload policy.	Empty

      Video File Size/Compression Optimization Estimates

      The following table provides file size estimates according to the selected qualityPreset, FPS and color scheme, given a specific resolution.

      Preset	Color	Resolution	Frame Rate	Encoding Level	Average File Size MB/Minute
      Low	Color	1920x1080	1	High 4.1	0.754
      Standard	Color	1920x1080	1	High 4.1	1.1017
      High	Color	1920x1080	1	High 4.1	1.241
      Low	GrayScale	1920x1080	1	High 4.1	0.565
      Standard	GrayScale	1920x1080	1	High 4.1	0.642
      High	Grayscale	1920x1080	1	High 4.1	0.663

      Recording Conditions

      The following table describes the recording conditions for the recordingWhen parameter:

      Condition	Description
      off	A special case. Cannot appear with other conditions. When specified as such, screen recording never occurs for the agent.
      loggedin	When the agent is logged in
      DNDoff	When agent sets DND (do not disturb) to off
      ready(any)	True when any media type is set to ready, or list(ready media).count != 0
      ready(abc)	True when the abc media type is set to ready
      ready(abc,...xyz)	A list of media types that are set to ready. Note that ready(abc,...xyz) = ready(abc) || ... ready(xyz).
      random_voice(%)	Records the agent's screens based on a percentage of the total voice call volume for that agent.

      Important

      Each individual setting's key/value can be overwritten at the agent level by setting the Person object with the Annex of the same section name (screen-recording-client).

      Clock Format Directives

      The follow table lists and describes the values that are available for the clockFormat parameter.

      Directive	Meaning
      %a	Locale’s abbreviated weekday name.
      %A	Locale’s full weekday name.
      %b	Locale’s abbreviated month name.
      %B	Locale’s full month name.
      %c	Locale’s appropriate date and time representation.
      %d	Day of the month as a decimal number [01,31].
      %H	Hour (24-hour clock) as a decimal number [00,23].
      %I	Hour (12-hour clock) as a decimal number [01,12].
      %j	Day of the year as a decimal number [001,366].
      %m	Month as a decimal number [01,12].
      %M	Minute as a decimal number [00,59].
      %p	Locale’s equivalent of either AM or PM.
      %S	Second as a decimal number [00,61].
      %U	Week number of the year (Sunday as the first day of the week) as a decimal number [00,53]. All days in a new year preceding the first Sunday are considered to be in week 0.
      %w	Weekday as a decimal number [0(Sunday),6].
      %W	Week number of the year (Monday as the first day of the week) as a decimal number [00,53]. All days in a new year preceding the first Monday are considered to be in week 0.
      %x	Locale’s appropriate date representation.
      %X	Locale’s appropriate time representation.
      %y	Year without century as a decimal number [00,99].
      %Y	Year with century as a decimal number.
      %Z	Time zone name (no characters if no time zone exists).
      %%	A literal '%' character.

   Enable Screen Recording

   Important

   Before you can start to capture and playback the screen recordings, you must make sure that you have configured the Web Services components, and encryption specifically for screen recording.

   To set up recording conditions, add the recordingWhen parameter to the [screen-recording-client] section of the Web Services Cluster object.
   
   

   When this parameter is set in the Web Services Cluster object, the recording condition applies to all agents in the environment. You can create the recordingWhen parameter in a [screen-recording-client] section of each agent object to override the settings at the environment level.
   
   

   The parameter value is an expression of conditions to enable screen recording for each agent. The format is:

   • For Non-voice agents: recordingWhen = condition1,condition2,... where condition1,condition2, etc. are a set of conditions that must all be true in order for the screen recording to be taking place.
   • For Voice agents: Screen recording starts when the voice recording starts except in cases where recordingWhen is explicitly set to off.

   Integrating with Workspace Web Edition

   If your agents use Workspace Web Edition as their desktop, screen recording must be set up as follows to support single sign on:

   Using Genesys Administrator Extension, add the following parameters to the interaction-workspace section of the Web Services Cluster object.
   

   Important

   If you are working with HTTP, the Screen Recording Service default port number is 8080. If you are working with HTTPS, the default port number is 443. In addition, verify that the Workspace Web Edition configuration is set to 8080 or 443.

   Parameter Name	Mandatory	Description	Default Value
   privilege.screen-recording.can-use	Y	Specifies whether agents can use screen recording. If set to true, the integration module is loaded and sends credentials to the client.	false
   screen-recording.client.address	N	Specified the IP address that the Screen Recording Client listens for credentials on. Valid values: 127.0.0.1, [::1]	127.0.0.1
   screen-recording.client.port	N	Specifies the port that the Screen Recording Client listens for credentials on.	8080
   screen-recording.client.ping-interval	N	Specifies the interval, in milliseconds, between ping requests to the Screen Recording Client.	5
   screen-recording.client.max-attempts	N	Specifies the maximum number of attempts to establish communication with the Screen Recording Client.	5
   screen-recording.client.server-url	N	Defines the GWS server address that the Screen Recording Client will use for communication.

   
   

   Integrating with Workspace Desktop Edition

   If your agents use Workspace Desktop Edition as their desktop, screen recording must be set up as according to the instructions in the Workspace Desktop Edition Deployment Guide.

   Enable Screen Recording for a Contact Center

   To enable the screen recording feature for given Contact Center:

   Using the ops account:

   POST http://<Web Services-host-prefix>/api/v2/ops/contact-centers/<ccid>/features
   { "uris": ["/api/api-voice-screenrecording","/api/api-multimedia-screenrecording"] }