# Genesys Quality Management Suite 8.1.520 : Screen Capture

This chapter covers the installation of the Screen Capture Server components, Capture Client and media player configuration.

## Screen Capture Server Components

The Screen Capture server components, SRS, MUS, and SME are installed and enabled during Genesys Quality Management Suite setup, if the Screen Capture Service and Media Encoder Service options are checked in the service list.

Screen CaptureUploader Service

The `screenrec-uploader` service is a required part of the Screen Capture server-side installation. Although included as part of a new installation, this package is currently not installed during upgrade from Genesys Quality Management Suite versions earlier than 8.1.470 It must be installed manually after upgrade using the Linux RPM commands; refer to the RPM documentation for more information, or contact Genesys Tech Support.

## Screen Capture Capture Client

The Screen Capture Capture Client is a Windows screen recording client that, on execution, attempts to connect to a specified SRS server. If a server connection fails or disconnects and more than one server is specified, the SCC attempts to connect to the next server in the list, with a short pause between connection attempts. The client issues regular heartbeat messages to the current server during operation, to prevent timeouts and detect disconnections in a timely manner.

When a 'start recording' request is received from the SRS, screenshots are captured at intervals. This is specified in the Recording Specifications section of Screen Capture settings, split into tiles and sent in the intermediate `.rec` format to the Media Upload Server, until a 'stop recording' request is received. If an agent locks their screen while the capture client is capturing images, then the images do not display until the screen is unlocked.

The Capture Client can be deployed in two modes:

- Service Mode: the Capture Client is installed together with the Client App Loader as a Windows Service, that runs in the background on the Agent PC. The Loader can multiplex messages between multiple running Capture Clients, such as in a Terminal Services environment, via Windows named pipes. Terminal services must be enabled on the server to allow the service mode capture client to work.
  This mode is the standard operational mode, but requires access to the Windows Registry.
- Standalone Mode: the Capture Client is unpacked as a standalone executable, with no installation or access to the Windows Registry required (known as "zero-install"). This mode is provided for remote control of the Capture Client by an Agent Desktop. Information required by the Capture Client at startup is provided via command line parameters.

## Installing the Capture Client for Service Mode

The Capture Client Installer is deployed on each agent’s desktop PC using a standard code-signed Windows installer file,that can be found at the following URL (where SERVER_URL is the main Call Recording URL):

    http://SERVER_URL/callrec/plugins/screenrec-client-installer-5.0.0.msi.

Alternatively, it can be downloaded from the Call Recording Web GUI as follows:
Log in to the Call Recording Web GUI using any valid Call Recording account.
Navigate to Settings > Configuration > User Setup > Plugins.

Remove any previous version of the Capture Client.

Click on the appropriate Screen Capture Capture Client link to download the ~3MB installer file.

Double click on the Capture Client Installer (.msi) file: The security warning dialog box displays.

1. Click Run. The welcome dialog box displays.
2. On the welcome dialog box click Next. The Custom Setup dialog box displays.
3. Click Browse to select the installation folder or click Next to skip the next step.

4. Select the installation folder and click OK. Then click Next when it returns to the Custom Setup.

5. Enter one or more SRS server host addresses separated by a comma. Click Next.
6. Leave the field empty for the default location or enter an absolute path for the logging directory.
   Optionally select the Debug Information checkbox to send debug information. This debug information is an extra overhead so only enable it if necessary.
   Click Next.
7. Click Next to confirm the installation.
8. Click Finish when complete.

Once installation is complete, the Capture Client runs in the background. No icon is visible in the taskbar, but the SCC application ScreenREC.exe can be found in the Windows Task Manager process list. Should this process ever be stopped manually by a user, the (hidden) ScreenRECStarter.exe process re-starts it within seconds.

The installer stores the settings entered during setup at the following Windows Registry location, dependent on PC architecture:

32-bit Windows installation:

`HKEY_LOCAL_MACHINE\Software\`Genesys Telecommunications Laboratories, Inc.\Genesys Screen Capture Client``

64-bit Windows installation:

`HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\`Genesys Telecommunications Laboratories, Inc.\Genesys Screen Capture Client``

### Standalone Mode

The Standalone Capture Client Package can be found only at the following URL (again where SERVER_URL is your main Call Recording server URL):

`http://SERVER_URL/callrec/plugins/screenrec-client-binary-5.0.0.exe.`

Double-clicking on the package file (`.exe`) unpacks the `Screen Capture.exe` binary executable in the current directory.

In standalone mode, the following command line arguments are required:

    Screen Capture.exe -agent <agent_ID> -host <hostname or IP address>[:optional_port]

`-agent <agent_ID>`

The agent ID of the logged in agent, acquired by the Agent Desktop.

`-host <host_list>`
A list of one or more remote Screen Capture Recording Server (SRS) IPs or FQDNs, separated by spaces. In a single (standalone) Genesys Quality Management Suite server scenario, the IP address of theCall Recording server is specified.
Each host can have an optional port appended after a colon (:). If no port is specified, the default port value of 7003 is assumed.

Examples

Agent 'jsmith', single host, port 7654 specified:

    Screen Capture.exe -agent jsmith -host 192.168.200.132:7654

Agent 'jsmith', multiple hosts, default port (7003):

    Screen Capture.exe -agent jsmith -host 192.168.200.132 -host 192.168.200.134 -host 192.168.200.164

### Capture Client Security

For additional security, a suitable Windows group security policy should be determined for the ScreenRECStarter.exe and ScreenREC.exe applications.
Microsoft provides a free Security Compliance Manager solution for all currently supported Windows platforms, which includes group policy definition capabilities.

### Capture Client Hostname Configuration

For correct communications between Screen Capture components, it is necessary to ensure that the agent PC has a correctly configured IPv4 localhost hostname.
There should be the following entry in the C:\Windows\System32\drivers\etc\hosts file:

    #::1 localhost
    127.0.0.1 localhost

### Capture Client Logs

The Screen Capture Client binary supports six levels of logging, that records information including the timestamp, related module, and description.

Log files are found in several locations on Windows, this can vary depending on the version of Windows. In the paths below, [`agentName`] represents the Windows username of the agent.

Windows XP

- `C:\Documents and Settings\[agentName]\Local Settings\Temp\screenrecService.log`
- `C:\Windows\Temp\screenrecService.log`
- `C:\Windows\Temp\screenrec.log`

Windows 7

- `C:\Users\[agentName]\AppData\Local\Temp\screenrecService.log`
- `C:\Windows\Temp\screenrecService.log`
- `C:\Windows\Temp\screenrec.log`

### Setting the Level of Logging

The current log level can be changed in the Windows Registry, in the following location, depending on PC architecture:

32-bit Windows installation:

`HKEY_LOCAL_MACHINE\Software\ZOOM International\ZOOM Screen Capture Capture Client`

64-bit Windows installation:

`HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ZOOM International\ZOOM Screen Capture Capture Client`

The registry value is named log_level, which takes a single integer as a value. Set one of 6 possible log levels:

- `0` : no logging
- `1` : errors only
- `2` : warnings and errors
- `3` : info, warn, error
- `4` : debug, info, warn, error
- `5` : trace, debug, info, warn, error

Advanced configuration:

- Configuring Screen Capture in the Call Recording Settings
- Screen Capture Client Logging Setup
- Screen Capture High Availability Options