Documentation:HTCC:IWWDep:ActiveRecordingSetup:9.0.0DRAFT

Recording Setup

Active Recording Setup

You can enable your agents to record calls. You can enable call recording for single agents, agent groups, skills, or for all users.

Workspace supports only call recording from SIP Server using Media Server Markup Language (MSML)-based call recording, provided by the Genesys Voice Platform (GVP).

To enable the Active Recording feature, set the value of the privilege.active-recording.can-use option to true.

Important

Do not set up this same recording option under both the crm-adapter section and the interaction-workspace section. In the case where both options are available, Genesys recommends recording be set up in the interaction-workspace section only.

Once you have enabled an agent, agent group, and so on, to use Active Recording, you can disable certain recording features by setting the value of one or more of the following configuration options to false:

• privilege.active-recording.can-start — Agents can start Active Recording at any time during the call. When set to false, call recording starts automatically and there is no Start Recording button in the agent interface.
• privilege.active-recording.can-stop — Agents can stop an Active Recording at any time during the call. When set to false, call recording stops automatically and there is no Stop Recording button in the agent interface.
• privilege.active-recording.can-pause — Agents can pause an Active Recording at any time during the call. When set to false, there is no Pause Recording button in the agent interface. Enabling an agent to pause a recording is useful for ensuring that private customer information is not included in the recording.
• privilege.active-recording.can-resume — Agents can resume a paused Active Recording at any time during the call. When set to false, there is no Rresume Recording button in the agent interface; agents will not be able to resume a paused call.

You can disable the call monitoring indicator during recorded calls by setting the value of the privilege.active-recording.can-monitor-recording option to false. This is useful if you are automatically recording a call and do not want the agent to know that he or she is being monitored.

If your environment enables contacts to opt out of call recording, set the value of the privilege.voice.alert-prevent-recording.can-use option to true to display an alert to agents when call recording is not available for a call. When a contact opts out of call recording, the Start Recording button is not displayed.

Screen Recording Client

Workspace Web Edition provides the following option to enable the Screen Recording Client:

• privilege.screen-recording.can-use: Enables the usage of Screen Recording Client.

Screen recording in a Genesys Softphone VDI environment

In environments that deploy Softphone in a VDI environment, such as Citrix Xenapp, the Recording Service (SRS) must listen on an alternative Loopback IP address. To specify the location of the SRS, set the value of the screen-recording.client.address option to the alternative Loopback IP Address, such as 127.1.1.1.

Make the following additional configurations:

• Set screen-recording.client.port to correspond to the port of the address specified by the screen-recording.client.address option.
• Set the value of the screen-recording.client.secure-connection option to true if a secure client connection is to be used (recommended).

The following architectural diagram shows how Workspace running in multiple VDI sessions connects directly to the SRS while the Genesys Softphone connection remains on the regular loopback affected by Virtual IP Loopback. The SRS uses the explicitly configured alternative IP Loopback.