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screen-recording.htcc.peer_uri

Section: interaction-workspace
Default Value:
Valid Values: Any valid HTTP/HTTPS URI.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.118.10

Specifies the URI representing the HTTP/HTTPS access to the Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions) of the peer site in a Disaster Recovery deployment. For example: http://server.domain:443.

screen-recording.htcc.uri

Section: interaction-workspace
Default Value:
Valid Values: A valid HTTP/HTTPS URI.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19
Modified: 8.5.116.10

Specifies the URI representing the HTTP/HTTPS access to Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions). For example: http://server.domain:443.

screen-recording.htcc.peer_uri

Section: interaction-workspace
Default Value:
Valid Values: Any valid HTTP/HTTPS URI.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.118.10

Specifies the URI representing the HTTP/HTTPS access to the Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions) of the peer site in a Disaster Recovery deployment. For example: http://server.domain:443.

screen-recording.htcc.uri

Section: interaction-workspace
Default Value:
Valid Values: A valid HTTP/HTTPS URI.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19
Modified: 8.5.116.10

Specifies the URI representing the HTTP/HTTPS access to Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions). For example: http://server.domain:443.

screen-recording.htcc.uri

Section: interaction-workspace
Default Value:
Valid Values: A valid HTTP/HTTPS URI.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19
Modified: 8.5.116.10

Specifies the URI representing the HTTP/HTTPS access to Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions). For example: http://server.domain:443.

screen-recording.client.secure-connection

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19

Specifies whether secure connection should be used for the communication between Workspace and Screen Recording Client.

screen-recording.client.max-attempts

Section: interaction-workspace
Default Value: 5
Valid Values: An integer greater than 0.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19

Specifies the maximum number of attempts to establish communication with Screen Recording Client at Workspace initialization time before considering the Screen Recording Client inactive.

screen-recording.client.ping-interval

Section: interaction-workspace
Default Value: 10000
Valid Values: An integer greater than 0.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19

Specifies the interval in milliseconds between two keep-alive requests to Screen Recording Client.

screen-recording.client.port

Section: interaction-workspace
Default Value: 443
Valid Values: A valid TCP/IP port number.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19

Specifies the port on which Screen Recording Client listens for credentials. The value of this option should be set to 443.

active-recording.voice.recording-type

Section: interaction-workspace
Default Value: NETANN
Valid Values: NETANN or MSML
Changes Take Effect: At application restart.


Specifies the type of voice recording to be used. NETANN and MSML are supported.
  • NETANN: Legacy call recording using NETANN can be provided by Stream Manager or Genesys Media Server.
  • MSML (Active Recording): Call recording through Media Server Markup Language (MSML) is provided through Genesys Media Server only. For details about this type of recording, refer to “Call Recording—MSML-based” in the SIP Server Deployment Guide.

active-recording.voice.recording-type

Section: interaction-workspace
Default Value: NETANN
Valid Values: NETANN or MSML
Changes Take Effect: At application restart.


Specifies the type of voice recording to be used. NETANN and MSML are supported.
  • NETANN: Legacy call recording using NETANN can be provided by Stream Manager or Genesys Media Server.
  • MSML (Active Recording): Call recording through Media Server Markup Language (MSML) is provided through Genesys Media Server only. For details about this type of recording, refer to “Call Recording—MSML-based” in the SIP Server Deployment Guide.

Call recording and screen recording

[Modified: 8.5.104.15, 8.5.106.19, 8.5.116.10, 8.5.118.10]

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

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.

MSML-based call recording

Refer to the Genesys Quality Management 8.1 documentation.

MSML-based Call Recording enables agents to do the following:

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

MSML-based Call Recording functionality is enabled by the following privileges:

  • Voice - Can Use
  • Recording - MSML-based Recording - Can Use
  • Recording - Can Control Voice Recording (optional)
  • Recording - Can Monitor Voice Recording (optional)

Set the active-recording.voice.recording-type option in the interaction-workspace section to MSML.

Legacy NETANN-based call recording

NETANN-based Call Recording enables agents to do the following:

  • Control Call Recording (start and stop)

NETANN-based Call Recording functionality is enabled by the following privileges:

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

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

Display of Call Recording status is not possible with NETANN-based Call Recording.

Screen recording

[Added: 8.5.106.19] [Modified: 8.5.116.10, 8.5.118.10]

This functionality is supported for Genesys Interaction Recording (GIR) customers. You must have a login provided by Genesys to access the Genesys Interaction Recording documentation.

Screen Recording allows the recording of the full workstation screen of the agent during a voice call or an eServices login session. The video stream is recorded on a server by the GIR Screen Recording Service.

Screen Recording functionality is enabled by the following Privileges:

  • Recording - Can Use MSML-based and Screen Recording
  • Recording - Can Use Screen Recording

Use the following options to configure the behavior of Screen Recording:

  • screen-recording.client.port: Specifies the port on which Screen Recording Service listens for credentials. The value of this option should be set to 443.
  • screen-recording.client.ping-interval: Specifies the interval in milliseconds between two keep-alive requests to Screen Recording Service.
  • screen-recording.client.max-attempts: Specifies the maximum number of attempts to establish communication with Screen Recording Service when Workspace is initialized before the Screen Recording Service is considered inactive.
  • screen-recording.client.secure-connection: Specifies whether secure connection should be used for the communication between Workspace and Screen Recording Service. The value of this option should be set to True.
  • screen-recording.htcc.uri: Specifies the URI representing the HTTP/HTTPS access to Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions). For example: http://server.domain:443.

Screen recording Disaster Recovery

[Added: 8.5.118.10]

Disaster Recovery is supported for Screen Recording. To enable this feature, you must have two clusters of Interaction Recording Web Services servers. You must configure both the screen-recording.htcc.uri and screen-recording.htcc.peer_uri options to point at those 2 clusters.

  • screen-recording.htcc.uri: Specifies the URI representing the HTTP/HTTPS access to Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions). For example: http://server.domain:443.
  • screen-recording.htcc.peer_uri: Specifies the URI representing the HTTP/HTTPS access to the Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions) of the peer site in a Disaster Recovery deployment. For example: http://server.domain:443.

This functionality is supported for Genesys Interaction Recording (GIR) customers. You must have a login provided by Genesys to access the Genesys Interaction Recording documentation.

Screen recording in a Hot Seating environment

[Added: 8.5.116.10]

Workspace supports Genesys Interaction Recording (GIR) in hot seating (hot desking) environments in the following scenarios:

  1. Agents log in to a Place.
  2. Agents change Place during their session after logging in a Place.
  3. Agents log in to a device in a Place where they have not previously logged in.

To support this feature, you must use the following versions of the GIR components:

  • Screen Recording Service (SRS): 8.5.330.64 or higher
  • Interaction Recording Web Services (RWS): 8.5.201.75 or higher

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This page was last modified on October 26, 2018, at 06:32.