Deploying the Screen Recording Service
Genesys Interaction Recording (GIR) requires that a Screen Recording Service (SRS) be installed on each Agent's desktop to enable the Agent to capture what is happening on the screen at the time of an active interaction.
The procedures on this page show how to download, install, configure and test the Screen Recording Service.
The following list provides you with the requirements you need to successfully deploy the Screen Recording Service (SRS):
- Before you can install and use the SR Service on your desktop, you must have the following information ready at hand. Your IT department or Genesys Professional can help you get this information.
- Access to Agent Desktop
- The software (minimum version 8.5.302.10)
- Verify that the client machine meets the following minimum specifications:
- Pentium Dual Core CPU
- 2 GB RAM (800 MB available for the SR Service)
- A minimum of 5 GB of available space (in total) for the SR Service installation and working space.
- If you are running Bria 4 on Windows 7, you must enable Windows Aero. If you do not enable Windows Aero, the Screen Recording Service may fail to capture the Bria 4 application.
After verifying that your system meets the basic prerequisites, you should consider the following:
- The recommended installation procedure will install the Screen Recording Service's self-signed PFX certificates to the root certificates store.
- When required use one of the following options to query the SR Service version:
- When a proxy is used it may interfere with the SR Service operation. The SR Service runs as an HTTP server and relies on an incoming socket connection to correctly identify the agent's windows session. If the HTTP requests are forwarded by a proxy, the SR Service may not be able to correctly identify the user session in a multi-user environment. With a single user, the SR Service will rollback to the currently active windows session.
When a proxy is used it is recommended that localhost (127.0.0.1) connections be excluded from the proxy settings.
When the proxy is an internal system service (like an Antivirus\Firewall), it is recommended that the SRS related processes (SrsProcess.exe and GenesysServiceHandler.exe) be added to the security software exception\white list.
- The Screen Recording Service can be used by a Citrix client. The following Citrix configurations are supported:
- Citrix XenApp 6.x running under Windows Server 2008 R2 or Windows Server 2012 R2
- Citrix XenApp 7.x or Citrix XenDesktop 7.x running under Windows Server 2008 R2 or Windows Server 2012 R2
- In a Citrix environment (for Genesys SR Service 18.104.22.168 and later), SRS only supports a single session per remote PC (Session Sharing is not supported).
- The SR Service can be used in a VMware Horizon environment. The following VMware Horizon configuration is supported:
- VMware Horizon 7 running under Windows Server 2012 R2
Screen Recording Service - operating systems
The Screen Recording Service is supported on the following operating systems in a non-Citrix mode:
- Windows 7 (32 and 64 bit)
- Windows 8, 8.1 (32 and 64 bit)
- Windows 10 (32 and 64 bit)
The Screen Recording Service is supported on the following operating systems for Citrix support:
- Windows Server 2008 R2
- Windows Server 2012 R2
The Screen Recording Service is supported on the following operating system for VMware Horizon support:
- Windows Server 2012 R2
Recommended screen resolutions
Genesys has tested the Screen Recording Service under the following recommended screen resolutions. If you use the Screen Recording Service on a computer with different screen resolution than listed above, you should do a field validation of the Screen Recording Service in your setup to ensure that it is working properly. If there you encounter unexpected results, Genesys recommends that you set your screen resolution to one of the recommended and tested resolutions listed below.
- 1024 x 768
- 1280 x 720
- 1600 x 1200
- 1920 x 1080
- Side-by-side 1024 x 768 + 1024 x 768
- Side-by-side 1280 x 720 + 1280 x 720
- Side-by-side 1600 x 1200 + 1600 x 1200
- Side-by-side 1920 x 1080 + 1920 x 1080
Get your software
Find the email you received from Genesys with the details about your software (it will look similar to the example above), and using your favorite FTP client—for example, Filezilla, connect with the credentials listed in the email.
Download the zipped file to a temporary folder on your computer.
Installing your software for the first time
There are two ways to install the SR Service:
Installing the SR Service for the first time with the installation wizard
This type of installation procedure is for version 8.5.3 and higher. Ensure you follow the specified steps so that the SR Service will work in a PureEngage Cloud deployment.
- Locate the setup.exe and double-click its icon. The installation wizard is activated.
- Select the Advanced option and click Next.
- Select Use an existing configuration file (optional) to copy the configuration of one machine, to all other installations of the SR Service on different machines in the same deployment. In the Location field, enter the location of the existing configuration file and click Next.
- Select Use HTTPS self-signed certificates. Leave the other fields with their default values, and click Next.
- Select Validate the certificate using Windows certificate store and click Next.
- Verify that the location in the Destination Folder, is the correct location (that is, the location where the SR Service will be installed) for the SR Service. If it is not the correct location, enter the correct location and click Next.
- Click Install, to complete the first time installation.
Installing the SR Service for the first time with the command prompt
- Open a command prompt, and type cd to change directories to the installation folder.
- At the prompt, enter the following command and press Enter:
setup.exe /s /z"-s '<C:\genesys_silent.ini>' -sl '<setup log file name>' -t '<setup wizard log file name>'"
- Set the configured genesys_silent.ini file path in the command line. Use the absolute path for the input file parameters.
For example, run setup.exe /s /z"-s'c:\genesys_silent.ini' -sl 'c:\setup.log' -t'c:\setup_wizard.log'"
- The genesys_silent.ini file must be configured when using command line silent installation and an unused parameter must be commented out in the genesys_silent.ini file. The standard genesys_silent.ini file is included with the installation package.
- The genesys_silent.ini file provides all possible configuration parameters along with a description of each.
- The file lists all the parameters with placeholders.
- Verify that the unused configuration parameters are either deleted or commented.
- Verify that the configuration file contains at least the following parameters:
InstallPath=<Absolute path where the SR Service needs to be installed>
- Set HTTPS=true within the [SRServer] section so that secure HTTP communication is used between the SR Service and the Agent Desktop. Note that this is required for a PureEngage Cloud deployment.
- For additional security options, consult a Genesys Professional.
- During the installation process, the antivirus program may block the installation when the installation process detects that the antivirus program is attempting to make system changes. In this scenario, the user will have to unblock the installation program to continue the installation.
Verify the installation
Use Windows Explorer to locate the directory where you installed the software. For example, C:\Program Files (x86)\GCTI\Genesys SR Service \Logs\GSR. Once you see the folder is there, restart your computer to confirm that the service starts automatically.
To verify the version installed, browse to https://127.0.0.1/version or http://127.0.0.1:8080/version.
Test the service and validate the installation
After installation, use Windows Services to confirm that the Genesys SR Service is ‘Started’. Check the startup log file as follows:
- Open the C:\Program Files (x86)\GCTI\Genesys SR Service
\Logs\GSR.log file, and make sure that something similar to the following lines are included (with the version reflecting the version you have just installed):
ServiceHandler: Running Version:22.214.171.124, IP:126.96.36.199, OS:win32
- Make sure that the C:\Program Files (x86)\GCTI\Genesys SR Service \Logs\GSR.log file contains no errors or exceptions.
- Use the agent desktop to login as an agent that has been configured to have their voice interactions recorded. When the recordingWhen parameter is not set to off, the screens will also be recorded when the Screen Recording Service is running. Once logged-in as an agent, request an inbound call to that agent, or use the agent desktop to initiate an outbound call (For example, to a cell phone). Keep the interaction active for 10-20 seconds, and then disconnect the call. Proceed with step 4 to review the log file.
- After the test, review the C:\Program Files (x86)\GCTI\Genesys SR Service \Logs\GSR.log for the following line: Uploader: Upload of file <file-name-of-media> was successful.
Upgrading the Screen Recording Service
Screen Recording Service can be upgraded manually or automatically. Both types of upgrades assume a functional existing deployment of Screen Recording Service. If the functionality of the existing deployment is in question, it is recommended to look for and stop the service, delete the previous installation folder and proceed as though this is the first time deploying the software. Contact your Genesys Professional if you are not sure if the software is working.
Manual upgrade from any version to 8.5.302.10
- Create a backup copy of the C:\Genesys\SRC directory and name the backup directory C:\Genesys\SRC.backup.
- Unzip your new software in a temporary directory (for example, C:\temp).
- Update the .ini file. Access the temporary directory and type the following command in a command prompt window:
setup.exe /s /z"-s '<genesys_silent.ini>' -sl '<setup log file name>' -t '<setup wizard log file name>'"
- Validate the upgrade using the steps in the Test the Service and Validate the Installation section above.
- The following steps must be performed by a System Administrator.
- Before you upgrade to a newer Screen Recording Service version, check with your Genesys Professional about compatibility with your system.
- Copy the new SR Service software to a temporary directory.
- Run the setup.exe. As shown in the following image, the setup process automatically detects the existing SR Service installation and selects it for upgradation.
- Click Next and follow the instructions provided in the Installing the SR Service for the first time with the installation wizard section above.
- Validate the upgrade using the steps in the Test the Service and Validate the Installation section.
Rollback to a previous version
To rollback to a previous version of the Screen Recording Service:
- The SR Service only supports a manual rollback.
- Recordings captured but not uploaded will need to be manually moved to the upload folder of the active SRS directory after the rollback is complete.
- In the Task Manager, verify that Genesys SR Service is stopped. If it has not been stopped, stop it now.
- Copy the current C:\Program Files (x86)\GCTI\Genesys SR Service directory to a different folder. (For example: C:\Program Files (x86)\GCTI\Genesys SR Service.<date>). This directory contains recordings that have not yet been uploaded; it may be needed for subsequent troubleshooting purposes.
- Uninstall the existing SR Service installation.
- Install the previous SR Service version.
- Restart your computer or start the Genesys SR Service Windows service.
- Validate the rollback using the steps in the Verify the Installation section above.
Uninstalling the Screen Recording Service
- Open the Start menu and select Control Panel.
- Click Programs and Features.
- In the Name column, select the Screen Recording Service entry (for example, Genesys SR Service 8.5.xxx.yy), right click and select Uninstall.
The Screen Recording Service is uninstalled.