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Deploying the Screen Recording Service - Advanced Configuration

The following sections provide advanced Screen Recording Service installation and configuration steps.
For basic instructions about how to install and configure the Screen Recording Service, see: Deploying the Screen Recording Service.

Enable Screen Recording

Important
Before you can start to capture and play back the screen recordings, you must make sure that you have configured the Interaction Recording Web Services components (or Web Services components if you're using version 8.5.210.02 or earlier), and encryption specifically for screen recording.

To set up recording conditions, using Genesys Administrator Extension, add the recordingWhen parameter to the [screen-recording-client] section of the Interaction Recording Web Services or Web Services Cluster application object, depending on your deployment (see Installing RWS).

When this parameter is set in the 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.
Important
For blended agents that are configured to support the handling of both voice and non-voice interactions, GIR will perform screen recording of voice interactions only.

Integrating with Workspace Web Edition

If your agents use Workspace Web Edition (WWE) as their desktop, screen recording must be set up as follows:

Important
  • The SR Service does not support single sign-on for WWE.
  • If the following Internet Explorer 11 settings are enabled when the SR Service is used together with WWE, you must work with SR Service version 8.5.302.14 or later:
    • Enhanced Protected Mode under the Miscellaneous settings
    • Enable Protected Mode under Security Setting
    • Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) address is added to the Local Intranet sites

Using Genesys Administrator Extension, add the following parameters to the interaction-workspace section of the Web Services Cluster application 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 Specifies the IP address that the Screen Recording Service 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 Service listens for credentials on. 443
screen-recording.client.ping-interval N Specifies the interval, in milliseconds, between ping requests to the Screen Recording Service. 5
screen-recording.client.max-attempts N Specifies the maximum number of attempts to establish communication with the Screen Recording Service.

Note: In a Citrix environment, set the value of this parameter to 15.

5
screen-recording.client.server-url N Defines the Interaction Recording Web Services (Web Services) server address that the Screen Recording Service 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 according to the instructions in the Workspace Desktop Edition Deployment Guide.

Important
The SR Service does not support single sign-on for Workspace Desktop Edition.

Enable Screen Recording for a Contact Center

To enable the screen recording feature for a given Contact Center refer to the Configuration for Screen Recordings > Configuring the Interaction Recording Web Services Parameters section.

Advanced Installation Procedures

Creating Self-Signed Certificates

During installation the SR Service can create self-signed certificates to be used as local host connections. To do this, select the Use HTTPS self-signed certificates check box in the advance installation. For the SR Service version 8.5.345.24 and later, selecting the Standard option installs SR Service in the HTTPS mode and creates a self-signed certificate.

To create self-signed certificates as local host connections, following installation, perform the following:

  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
  • If the SR Service is installed with self-signed certificates for the local host server, the certificates are automatically imported into the Firefox certificate database. If Firefox is installed after the SR Service is installed, the certificates must be imported manually. To import the self-signed certificates into the Firefox database, run the following script as an administrator <install_dir>\Certificates\Firefox\add_certificates.bat.
  • When the SR Service starts, it will attempt to read the certificate files server.pem and serverIp6.pem in the <install_dir>\Certificates directory. If these files are missing, the SR Service will run in HTTP mode instead of HTTPS mode.

Installing Your Own Certificates

If desired, you can use your own certificates 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.
Important
When the .pem certificates must be protected by a password, the password is configured in the config.json file using the certificatePassword parameter. The default certificatePassword is genesysscreenrecording. For more details, refer to the Client Side parameters table in step #2 of the Advanced Configuration for the Screen Recording Service section.

Advanced Configuration for the Screen Recording Service

Some Screen Recording Service configurations are managed locally on the system (that is, using the config.json configuration file). Other configurations are managed centrally. Advanced configuration should be performed using the Interaction Recording Web Services or Web Services Cluster application object, depending on your deployment (see Install RWS) in Genesys Administrator Extension. All the configuration parameter values should be in JSON notation. More information about how JSON escapes rules can be found here: https://msdn.microsoft.com/en-us/library/dn921889.aspx.

  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 Service machine, and add the client parameters.
    Note: The following parameters should ONLY be configured locally and NOT using GAX. Please note that in a multiple user SR Service deployment these settings will take effect for all users using the system.
    [+] Show the table describing the parameters.
  3. In the most basic configuration, you will not need to add the following parameters, they are all optional. However, if you intend to use any of the server parameters, use Genesys Administrator Extension, and follow the next steps:
    1. At the Environment level, locate the Interaction Recording Web Services or Web Services Cluster application object, depending on your deployment (see Install RWS).
    2. Edit the application object, and create a new section named screen-recording-client. The following table provides an example of the screen-recording-client section.
         [+] Show the table describing the parameters that can be added to this section.

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This page was last modified on 5 June 2018, at 04:36.