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Genesys SR Service

Information.png Note: Not all changes listed below may pertain to your deployment.

XXXX XX, 2017 (8.5.330.64)

What's New

Resolved Issues

  • The Screen Recording Service (SR Service) is now able to process a screen recording correctly if the agent's details contain special characters. Previously, the SR Service was not able to process a screen recording if the agent's username contained a single-quote character. (GIR-8186)

XXXXX XX, 2017 (8.5.320.64)

What's New

Hot Seating

  • Support for Hot Seating with the Screen Recording Service and Agent Desktop.

Resolved Issues

  • The SR Service now encodes recordings for back-to-back calls, even if the VLC port fails. Previously, if the VLC port failed, back-to-back calls were not encoded. (GIR-6617)
  • The SR Service now clears the user context if it fails to connect to Cloud with Authentication Error, in an attempt to establish a new connection with Cloud when it gets a login request from Agent Desktop. (GIR-6403)
  • The port range used by VLC is now configurable in the SR Service configuration. (GIR-5999)

July 29, 2016 (8.5.311.13)

What's New

  • The slowMachine parameter is now deprecated, and is replaced by the new vlcCloseTimeout parameter.
  • The SR Service will now retry to upload all failed recordings after the next restart.

Resolved Issues

  • The SR Service (SRS) now supports dynamic update for the 'csrfUrl' configuration parameter in config.json. (GIR-6165)
  • If the vlcCloseTimeout parameter is configured with a default of 2 seconds, the SR Service will wait for the configured timeout before killing the VLC process. During this time, the SR Service is now able to start a new recording session. (GIR-5997)
  • The SR Service no longer stops functioning when error logs are sent to Web Services API. Previously, the SR Service stopped responding when there was only one error log that needed to be sent to Web Services API. (GIR-5927)
  • The SR Service can now capturing a new interaction's screen after a SRS Server (GWS) failover. Previously, when a GWS failover occurred, the SR Service did not capture the screen until the agent logged out and then logged into Agent Desktop. (GIR-5891)
  • The SR Service no longer sends a Runtime error during shutdown when a thread is not started. Previously, a Runtime error was sent during shutdown while the system waited for a thread that did not start. (GIR-5884)
  • Internet Explorer no longer caches the ping request to the SR Service. (GIR-5856)
  • The SR Service no longer stops capturing the screen when the agent uses Internet Explorer to access Agent Desktop. Previously, the SR Service periodically stopped capturing the screen when the agent used Internet Explorer to access Agent Desktop. (GIR-5834)
  • ValidateCertificate no longer fails to read the hash on the Horizon setup when validating the certificate embedded in the production signed SR Service setup.exe. (GIR-5832)
  • The SR Service now ignores 10053 errors on local host connections. (GIR-5733)
  • Uncaught exceptions are now logged in the process log file. Previously, a separate log file may have been created. (GIR-5562)
  • When running Auto Update with updateWhen set to immediate, a log error no longer appears. Previously, the following log error may have appeared: Updater: An unexpected error has occurred.(6, 'WaitForSingleObject', 'The handle is invalid.')". (GIR-5316)
  • When working with Internet Explorer 11, the SR Service no longer freezes until the Agent Desktop tab is closed. (GIR-4571)

July 6, 2016 (8.5.302.14)

What's New

Resolved Issues

  • With the addition of the vlcCloseTimeout parameter, the SR Service now enables you to configure the maximum time period before VLC is closed after stopping a screen recording. The vlcCloseTimeout parameter default value is 2 seconds. The value can be greater when VLC takes longer to complete the process of writing to the disk after a screen capture is complete. (GIR-5875)
  • The SR Service no longer stops capturing a screen recording when the agent uses Internet Explorer to access Agent Desktop. (GIR-5834)
  • Internet Explorer no longer caches the ping request to the SR Service. (GIR-5856)
  • The SR Service (SRS) is now able to capture a screen recording associated with a new interaction after a SRS Server (GWS) failover. Previously, when a GWS failover occurred, the SR Service did not capture a screen recording until the agent re-logged into Agent Desktop. (GIR-5891)
  • The SR Service no longer stops functioning when error logs are sent to HTCC. Previously, the SR Service froze when error logs were sent to HTCC. (GIR-5927)

XXXXX, 2016 (8.5.302.10)

What's New

  • Auto upgrade is now performed internally and does not use an external Windows service. GSRUpdateService was removed.
  • During upgrade the SR Service moves old log files (from 8.5.220.xx and earlier) to the Logs folder and renames them using the old_ prefix.
  • The SR Service Authentication Server now runs as a separate process.
  • The SR Service now supports Monitoring and Alarming.
  • The SR Service now supports error reports for Web Services and Applications.
  • The SR Service log now uses UTC time instead of local time.
  • The SR Service now uses UTC time as the timestamp for screen recording files instead of the local time.

Resolved Issues

  • When the maximium recorder log size is reached, the SR Service no longer fails to start recording. (GIR-5339)
  • When a component's maximum log size is reached, that component will not stop working. Previously, in this scenario the component stopped working until the next service restart. (GIR-5458)
  • Currently, when using updateWhen = restart the SR Service is upgraded during the next system startup. Previously, the SR Service was upgraded during shutdown. (GIR-4894)
  • The SR Service update no longer fails when configuring the softwareVersion parameter, using a single digit without a leading zero (for example, 8.5.301.1 instead of 8.5.301.01). (GIR-4892)
  • Switching Agent Desktop in the middle of a session to a Workspace Web Edition that is not in the SR Service allowed list no longer triggers a logout in the SR Service. (GIR-4533)
  • Agent Desktop can now connect to the SR Service successfully when the SR Service is not installed using the local administrator account and HTTPS is enabled on the SR Service. (GIR-4445)
  • The SR Service no longer creates a folder with the name None in the postProcessingSavePath folder. (GIR-4411)
  • The Configuration Update log message is no longer logged to the wrong user log file. (GIR-4364)

XXXXXX, 2016 (8.5.230.23)

What's New

  • Support for SR Service on Windows 10 (32-bit + 64-bit).
  • Support for SR Service Windows 8 / 8.1 32-bit.
  • SR Service Auto-upgrade will only install digitally signed versions. Version Checksum verification is

deprecated (softwareChecksum parameter).

  • Auto-Downgrade is disabled and the forceUpdate parameter has been deprecated.
  • The allowedHosts configuration parameter was added.
  • SR Service now adds a unique ID as part of the voice recording file name.
  • SR Service Authentication server now runs as a separate process.
  • If the Agent credentials are invalid (403) or missing when trying to upload a screen recording to Cloud, the SR Service will use another agent's credentials to upload the recordings and will log an appropriate log warning.
  • SR Service log files have been moved under the Logs folder.
  • The SR Service log now includes milliseconds.
  • SR Service HTTPS certificate verification default behavior changed from False to True ("certificate" parameter default value).
  • SR Service now supports:
    CSRF protection on local host communication with Agent Desktop.
    Session cookies for the local host connection with Agent Desktop.
    Separate configuration for the user Temp folder, Post Processing folder, and the Shared Recording folder using the following configuration parameters: userSavePath, postProcessingSavePath, sharedSavePath.
  • SR Service Auto Updater will now only start after an agent logs in.
  • The SR Service version can now be queried using the browser.
  • The diskFreeSpaceLimit configuration parameter is now a client side parameter. Previously, it was a server side parameter.

Resolved Issues

  • User Session detection fallback logic now supports Remote Desktop Protocol (RDP). (GIR-4259)
  • If the upgrade process fails during auto-upgrade, the SR Service will now rollback the upgrade changes and restart the service. (GIR-4235)
  • The credentialsTimeout configuration parameter now reflects minutes. Previously, this parameter reflected seconds. (GIR-4152)
  • SR Service no longer sends the "WWW-Authenticate" HTTP header on 401 responses. As a result, the credentials pop up on the web browser no longer appears. (GIR-3956)
  • The SR Service Recorder process name was changed from SRC.exe to SrsProcess.exe. (GIR-3848)
  • When the SR Service receives a 403 authentication error due to bad credentials, it will not retry to upload a screen recording using the same credentials. Previously, the SR Service continuously retried to upload the recording using the same incorrect credentials. (GIR-3778)
  • The SR Service default Temp folder (that is, the data save location), moved from the installation folder to the Windows LOCALAPPDATA. (GIR-3574)
  • The SR Service now uploads a recording using the credentials of the user that created the recording. Previously, the SR Service used any credentials to upload any recordings, regardless of which user created which recordings. (GIR-3540)
  • A separate log file is no longer created when you are logged in as an agent desktop and the SR Service is restarted. Previously, an exception was logged and a separate log file (SRC.EXE.LOG) was created. (GIR-3169)
  • Server TLS certificate validation is now enabled by default. Previously, the Server TLS certificate validation was disabled by default. (GIR-3019)

Known Issues

There are currently no known issues.

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