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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.

The procedures on this page show how to download, install, configure and test the Screen Recording Service. Watch the following video for a short demonstration.

Prerequisites

The following list provides you with the requirements you need to successfully deploy the Screen Recording Service (SRS):

  • Before you can install and use SRS on your desktop, you must have the following information ready at hand. Your IT department or Genesys Professional can help you get this information.
    • The Web Services URL—for example, https://mywebservices.com:80
    • Access to Agent Desktop
    • The software (minimum version 8.5.230.23)
  • In the default configuration, the recordingWhen parameter is set to false. If you do not enable screen recording as described in the next section, screen recordings will not be captured.
  • When you deploy with a GoDaddy certificate, without including the G2-to-G1 cross certificate (that is, the intermediate certificate), you must perform one of the following manual workarounds:
    • Include the G2-to-G1 cross certificate in the server side certificate (concatenated with the server certificate).
    • Import the G2-to-G1 cross certificate into the SYSTEM (Local Machine) Root CA certificate store.

    Download the G2-to-G1 certificate from https://certs.godaddy.com/repository/gd_bundle-g2-g1.crt.

Installation considerations

After verifying that your system meets the basic prerequisites, you should consider the following:

  • To debug problems with the installation, check C:\src_setup.log.
  • The recommended installation procedure will install the Screen Recording Client's self-signed PFX certificates to the root certificates store.
  • The SR Service version can be queried in a log file. But, since the log file is periodically cleaned, the version is not always at the top of the list. Use one of the following options to query the SR Service version:
    • Run the following command line wmic datafile where name='C:\\<Installation Directory>\\SRC.exe.
    • Open the web browser and navigate to https://127.0.0.1/version if the SR Service is deployed with HTTPS enabled or http://127.0.0.1:8080/version if the SR Service is running as HTTP.
  • 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 client when logging into a Citrix Server.
    The following Citrix configurations are supported:
    • Citrix AppCenter 6.x running under Windows 2008 R2
    • Citrix Studio 7.x running under Windows 2008 R2
  • In a Citrix environment (for Genesys SR Service 8.5.230.23 and later), SRS only supports a single session per remote PC (Session Sharing is not supported).

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 bits)
  • Windows 8 (32 and 64 bits)
  • Windows 10 (32 and 64 bits)

The Screen Recording Service is supported on the following operating systems in a Citrix mode:

  • Windows Server 2008 R2
  • Windows Server 2012

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 above.

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

Get your software

1

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

1
Important
To install the SR Service you must have Administrator privileges.

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.
  • Starting in 8.5.230.23, if the /server parameter is not given to the setup.exe during the installation for premise customers, the /allowedHosts parameter matching the Genesys Web Services installation domain must be supplied (for example, /allowedHosts=https://*.example.com, if the GWS URL is https://somehost.example.com).
    BEC customers do not need to set this parameter, since the default value (https://*.genesyscloud.com), is sufficient.
  • If you have made customizations to the config.json file in your environment, you can configure the installer to automatically replace the baseline version with your customized version, using the following command while installing the Screen Recording Service.
    setup.exe /VERYSILENT /CONFIG="C:\path\to\config.json"

And then press Enter.

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

Verify the installation

1

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.

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

1

After installation, 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.
  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.

The Screen Recording Client checks for a software update once every hour (as defined in sleepNoNewVersion), only after an agent has logged in. If a software update is available, the Screen Recording Client will install the update according to the updateWhen parameter.

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.
  • When SRS Auto Upgrade attempts to download and install a new version, an Anti-Virus\Firewall might block the SRS upgrade from downloading and executing the new version files and subsequently prevent automatic upgrades. To prevent this block, it is recommended to add the SRS processes (SrsProcess.exe, GSRUpdateService.exe and GenesysServiceHandler.exe) to the security software exception / white list.
  • To validate your upgrade, follow the steps in Test the service and validate the installation.

Manual upgrade

  1. Create a backup 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; 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 Verify the Installation section.

Automatic upgrade

Automatic upgrade from any version to 8.5.230.23

  1. Uploading a new version to the web server
    1. Verify that the 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.
    2. Check with your 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.
    3. 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.
  2. 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.
    2. The download is initiated when the existing Genesys SR Service version attempts to authenticate against the Genesys Web Services component. SRS will install the new version according to the updateWhen parameter.

Automatic upgrade from 8.5.230.23 to a later version (8.5.3+)

Important
Version 8.5.230.23 is the last version released as a single setup file that is not digitally signed. As of version 8.5.3, all future SRS versions will be digitally signed. Future upgrades are only allowed for digitally signed versions. Downgrades are disabled.
  1. Uploading a new version to the web server
    1. Copy the content in the IP folder to a location on your web server that does not require HTTP authorization. For example, https:// <IP Address>/src/ip/setup.exe.
  2. 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.
    2. The download is initiated when the existing Genesys SR Service version attempts to authenticate against the Genesys Web Services component. SRS will install the new version according to the updateWhen parameter.

Uninstalling the Screen Recording Service

  1. Open the Start menu and select Control Panel.
  2. Click Programs and Features.
  3. In the Name column, select the Screen Recording Service entry (for example, Genesys SR Service 8.5.xxx.yy), right click and select Uninstall.

    4. The Screen Recording Service is uninstalled.

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