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Screen Recording Architecture

The Screen Recording Service integrates directly with Genesys Workspace Desktop Edition (WDE) and Genesys Workspace Web Edition (WWE). It can also be integrated with other agent applications – refer to Screen Recording Service API for further information on the integration mechanism.
For additional information, see Deploying the Screen Recording Service.


The following diagram illustrates Screen Recording architecture in a WDE integration:

Controls.png

  1. The Screen Recording Service runs on the Agent’s PC as a Windows Service.
  2. Interaction Recording Web Services (Web Services) registers for events from SIP Server for the Agent’s DN.
  3. When the Agent is in a call that is being recorded, Media Control Platform (MCP) records the voice portion.
  4. Interaction Recording Web Services (Web Services) receives the voice recording event.
  5. Interaction Recording Web Services (Web Services) determines that the Agent’s screen is to be recorded and notifies the Screen Recording Service.
  6. The client records the Agent’s screen.
  7. When the call ends, the Screen Recording Service uploads the recording to Interaction Recording Web Services (Web Services).
  8. Interaction Recording Web Services (Web Services) stores the recording in the recording storage location.


Mapping Screen Recordings to Interactions

Voice Interactions

As the Screen Recording Service can only generate one screen recording file at a time, the solution will map the screen recording file for the first voice call started for that agent (file with matching Agent ID).

The following shows the transfer scenarios of how the screen recording is mapped to the voice calls.

Tip
Click the diagrams to enlarge them.

Sr sstransfer.png

A simple customer-to-agent scenario.

Sr 2stransfer.png

Two recordings with a separate recording during the consultation leg of the interaction.

Sr ssconference.png

The recording contains two segments.

Sr 2sconference.png

Two recordings with a separate recording during the consultation leg of the interaction.

Sr trunkside.png

Single-step transfer with screen recording not multiplexed with audio.

Sr acw.png

Single segment with after call work.

Non-voice Interactions

The following diagram illustrates the non-voice interaction recording started based on the configurable agent's state.


Sr nonvoice.png

Using Multiple Storage Locations

Recording files may have separate storage locations based on the location of the agent handling the recording to meet compliance or bandwidth requirements between data centers.

For example:

  • You have data centers within the country where the agent resides, and all the servers are located in those data centers. In order to save network bandwidth across the data centers, all recording files must be stored in the same location where the recordings occur. A recording file is only transported across the data center whenever a client requests it for a media file playback.
  • You have multiple data centers in different countries where the agents handle calls. There is compliance requirements to ensure that calls arriving in the country are recorded and stored in that country's data center only, and the calls arriving in another country are recorded and stored in that country's data center only. Your deployment model has Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) nodes installed in both country's data centers.

These examples require that Interaction Recording Web Services (Web Services) nodes be located in each specific data center with its own local storage location. For those locations that do not have local storage configured, a centralized storage location can be used.

Mapping storage location based on the Interaction Recording Web Services (Web Services) nodes requires no provisioning of the location of the agent since the connection of the Screen Recording Service to the Interaction Recording Web Services (Web Services) nodes represent the actual location where the agent resides.

Mulitplestorageex.png

If the data center fails, the Screen Recording Service may be re-configured to connect to the Interaction Recording Web Services (Web Services) nodes on a remote data center by changing the DNS mapping of Interaction Recording Web Services (Web Services) hosts to a remote data center. Recording files will be transported to a different data center and the recording will be stored locally by that data center.

Mapping Voice Recording Files

For voice, a deployment typically consists of separate SIP Server instances located in different data centers or countries. These SIP Server instances belong to the same tenant or the Environment tenant in a single-tenant environment. To map SIP Server instances to different storage locations, perform the following configuration steps:

  1. For each VoIP Service DN (msml) on each SIP Server instance that requires separate storage, add a new parameter TServer.sip-uri-params = gvp-tenant-id=Recording000, where Recording000 represents a different IVR Profile name.
  2. Create the corresponding IVR Profile names—for example, Recording000.
  3. In the Resource Manager application, in the rm section, set the ignore-ruri-tenant-dbid option to true.
  4. Using Genesys Administrator Extension, configure the IVR Profile and select the recording tab. Set a different Storage Destination for each IVR Profile.
    webDAV": {
    "userName": "user1",
    "password": "pass@32",
    "uri": "http://10.10.15.89/webdav"
    }
    },
    "webDAV": {
    "userName": "user2",
    "password": "pass@12",
    "uri": "http://10.10.15.91/webdav"
    }
    }
    ]
    }
    }
    


    For information about mapping the screen recording files, see Additional Feature Configuration.

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This page was last modified on April 26, 2018, at 19:07.