Active Recording And Screen Capture

Workspace supports call recording. Conversations are stored as a set of files on a centralized storage location. Agents can control and monitor this feature.

Active Call Recording

SIP Server supports call recording using two different methods, NETANN-based call recording, provided by Stream Manager or Genesys Media Server, and Media Server Markup Language (MSML)-based call recording, provided by Genesys Voice Platform (GVP) Genesys Media Server only. Workspace uses MSML-based call recording.

MSML-based Call Recording

Active Call Recording can be used at any time during an active call.

Refer to the Genesys Quality Management 8.1 documentation.

Active Call Recording enables agents to do the following:

• Control Active Call Recording (start, stop, pause, and resume)
• Display the status of Active Call Recording

Active Call Recording functionality is enabled by the following Privileges:

• Voice - Can Use
• Active Recording - Can Use
• Voice - Can Control Voice Recording (optional)
• Voice - Can Monitor Voice Recording (optional)

Set the active-recording.voice.recording-type option in the interaction-workspace section to MSML (the default value).

Legacy NETANN-based Call Recording

To use the legacy NETANN-based call recording instead of MSML-based call recording, enable the following privileges:

• Voice - Can Use
• Voice - Can Control Voice Recording

Set the active-recording.voice.recording-type option in the interaction-workspace section to NETANN (the default value).

Monitoring of call recording that is activated by a non-agent party is not possible in the NETANN-based recording.

Screen Capture

This functionality will be available in an upcoming release.