Deploying the Screen Recording Service

Genesys Interaction Recording (GIR) needs a Screen Recording Service 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.

Important

Genesys has tested the Screen Recording Service under the following recommended screen resolutions:

Single Monitor:

• 1024 x 768
• 1280 x 720
• 1600 x 1200
• 1920 x 1080

Dual Monitor:

• 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

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 above.

The following steps show how to download, install, configure and test the Screen Recording Service. You can also watch this video for a short demonstration.

Before you can install and use the Screen Recording Service on your desktop, you must have some information ready at hand. Your IT department or Genesys Professional can help you get this information.

• Windows 7 (32 or 64-bit) or Windows 8 (64-bit) Operating System with admin privileges
• The Web Services URL—for example, https://mywebservices.com:80
• Access to Workspace Web Edition
• The software (minimum version 8.5.205.72)

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 the First Time

Open a command prompt, and type dir to change directories to the installation folder.

At the prompt, enter the following command:

setup_<version>.exe /VERYSILENT  /SUPPRESSMSGBOXES 
/DIR="C:\Genesys\SRC" /NOCLOSEAPPLICATIONS /TASKS="HTTPS"
/server="<URL for your Web Services server>" /LOG="C:\src_setup.log"

This command generates a unique self-signed certificate for your workstation that is automatically added to the Windows certificate store. For additional security options, refer to your Genesys Professional.

Important

Remember to replace <version> with the actual number that you found when you typed dir, and the correct URL for your Web Services server.

The setup will write a log file as indicated above with the /LOG string. This file can be deleted after a successful installation or, you can omit the /LOG setting from the installation command altogether.

For additional security options, consult a Genesys Professional.

And then press Enter.

Remember: If you are using Workspace Web Edition, the desktop requires a secure connection (the URL has https:// as the prefix) to Web Services server. The Screen Recording Service also requires a secure connection (the URL has https:// as the prefix), to the Web Services.

Verify the Installation

Use Windows Explorer to locate the directory where you installed the software (in this example, it is in the C:/Genesys/SRC folder). Once you see the folder is there, restart your computer to confirm that the service starts automatically.

Test the Service and Validate the Installation

After installation and reboot, use Windows Services to confirm that the Genesys SR Service is ‘Started’. Check the startup log file as follows:.

1. Open the C:\Genesys\SRC\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):
   Starting HTTP Authentication server on 127.0.0.1:443
   Recorder: Version:8.5.2.36x, IP:xxx, OS:win32
2. Make sure that the C:\Genesys\SRC\GSR.log file contains no errors or exceptions.
3. Use your Agent Desktop to either dial or receive a test call. For information on how to use the Agent Desktop, see Workspace Web Edition Help.
4. After the test, review the C:\Genesys\SRC\GSR.log for the following line: Uploader: Upload of file <file-name-of-media> was successful

Tip

If your installation is unsuccessful, contact your Genesys Professional.

Upgrading the Screen Recording Service

Screen Recording Service is typically upgraded manually, however, in some Premise deployments, the Screen Recording Service can be upgraded 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.

Important

• 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.

Manual Upgrade

1. Create a back up copy of the C:\Genesys\SRC directory. Name the backup directory C:\Genesys\SRC.backup.
2. Delete the C:\Genesys\SRC\VLC sub directory. All additional directories are not touched.
3. Unzip your new software in a temporary directory (for example, C:\temp).
4. Access the temporary directory and type the following command in a command prompt window: Setup_<version>.exe /LOG /VERYSILENT /SUPPRESSMSGBOXES /NOCLOSEAPPLICATIONS
   For example, Setup_8.5.220.72.exe /LOG="C:\src_setup.log" /VERYSILENT /SUPPRESSMSGBOXES /NOCLOSEAPPLICATIONS.
5. Validate the upgrade using the steps in the Test the Service and Validate the Installation section above.

Manual Rollback to a Previous Version

To rollback to a previous version of the Screen Recording Service:

Important

Recordings captured but not uploaded will need to be manually moved to the upload folder of the active ~SRC directory after the rollback is complete.

1. In the Task Manager, verify that Genesys SR Service is stopped. If it has not been stopped, stop it now.
2. Move the current C:\Genesys\SRC directory to a different folder name. (For example: C:\Genesys\SRC.<date>). This directory contains recordings that have not yet been uploaded and, it may be needed for subsequent troubleshooting purposes.
3. Rename the current C:\Genesys\SRC.backup to C:\Genesys\SRC.
4. Restart your computer.
5. Validate the upgrade using the steps in the following Validate the Installation section.

Automatic Upgrade - Uploading a New Version to the Web Server

Each new release includes two files:

• setup_<version>.exe—Full version, used for new installations or where a full upgrade is required.
• setup_update_<version>.exe—Lite update version for minor releases where libraries have not changed.

Check with Genesys Professional to verify the correct version to use. You will need to provide your existing version and the version you plan to upgrade to.

Copy setup_<version>.exe or setup_update_<version>.exe to a location on your Web Server that does not require HTTP authorization. For example, http://<IP Address>/src/setup_update_<version>.exe.

Automatic Upgrade - Configuring Genesys Framework to Push a New Version to the Agent's Desktop

1. Update the Web Services Cluster application object in the configuration database. On the Annex tab, edit the [screen-recording-client] section and add the parameters.[+] Show the table that describes the parameters.

   Parameter Name	Description	Required	Example
   softwareVersion	The new version of the Screen Recording Service.	Y	8.5.2.297
   softwareUrl	The link to the file that you copied to the Web Server. If this location is not accessible from the agent desktop that you are intending to upgrade to, the upgrade will not be possible.	Y	http://<IP Address>/src/setup_update_8.5.2.297.exe
   softwareChecksum	The SHA512 checksum of the setup_update_<version>.exe content. Note: The SHA512 checksum applies for upgrading future versions. When upgrading from any version before 8.5.210.09 to this or any future versions, the checksum will still need to be MD5 (since the old version uses MD5 for the verification). When upgrading in the future, after this update is applied—for example, from 8.5.210.09 to 8.5.210.60, SHA512 will be used for verification.	Y	2D423B85E6684956B817E6C7E36BE3DC

2. Restart the agent desktop machines so the newer version can be automatically downloaded to those machines. The download is initiated when the existing version of Genesys SR Service attempts to authenticate against the Genesys Web Services component.