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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. Watch the following video for a short demonstration.

Important
In a Business Edition Cloud (BEC) deployment, screen recording is available only for voice interactions. Screen recording of chat and email interactions is not available in a BEC deployment.

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.
    • Access to Workspace Web Edition
    • The software (minimum version 8.5.302.10)
  • In the default configuration, the recordingWhen parameter is set to false. Contact your Genesys Professional if you do not see screen recordings.
  • When the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) server is deployed with a GoDaddy, 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.
  • When the Interaction Recording Web Services server (or Web Services if you are using version 8.5.210.02 or earlier) is deployed with a self-signed certificate, you must import the certificate to Trusted Root Certification Authorities for the current user and local agent's workstation.
  • 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:

  • The recommended installation procedure will install the Screen Recording Client's self-signed PFX certificates to the root certificates store. For more information, see Creating Self-Signed Certificates.
  • When required use one of the following options to query the SR Service version:
    • Run the following command line wmic datafile where name='C:\\<Installation Directory>\\GenesysServiceHandler.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 an SR Service Citrix.
    The following Citrix configurations are supported:
    • Citrix AppCenter 6.x running under Windows 2008 R2 and Windows 2012 R2
    • Citrix Studio 7.x running under Windows 2008 R2 and Windows 2012 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 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 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 for the first time

There are two ways to install the SR Service:

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

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.

  1. Locate the setup.exe and double-click its icon. The installation wizard is activated.
  2. Select one of the following options and click Next:
    • Standard: Installation will not collect the user’s input and proceeds with the default values.
    • Advanced: Installation will collect the user’s input only for specific configuration parameters.
    • Customized: Installation will collect the user’s input for all the required parameters.
  3. 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.
  4. 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.
  5. Click Install, to complete the first time installation.

Installing the SR Service for the first time with the command prompt

  1. Open a command prompt, and type cd to change directories to the installation folder.
  2. At the prompt, enter the following command and press Enter:
    setup.exe /s /z"-s 'genesys_silent.ini' -sl '<setup log file name>' -t '<setup wizard log file name>'"
    3. Important
    • The genesys_silent.ini file must be configured when using command line silent installation. An unused parameter must be commented out in the genesys_silent.ini file.
    • Remember to set the genesys_silent.ini path in the command line.
      For example, run setup.exe /s /z"-s'c:\genesys_silent.ini' -sl 'c:\setup.log' -t'setup_wizard.log'
    • For additional security options, consult a Genesys Professional.
    • If you are using the default configuration, the SR Service will inherit the same Workspace Web Edition (WWE) secure connection information. As a result, no changes will be required.
    • 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

    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:\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:8.5.230.23, IP:135.39.66.17, OS:win32
    2. Make sure that the C:\Program Files (x86)\GCTI\Genesys SR Service \Logs\GSR.log file contains no errors or exceptions.
    3. Use the agent desktop to login as an agent that has been configured to have their voice interactions recorded. By default, if the recordingWhen parameter is not set to false, 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 3 to review the log file.
    4. 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.
    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 Service checks for a software update once every 24 hours (as defined in sleepNoNewVersion), only after an agent has logged in. If a software update is available (that is, compare the ‘softwareVersion’ in the Web Services Cluster application object with the version currently running), the Screen Recording Service 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 the Test the Service and Validate the Installation.

    Manual upgrade from any version to 8.5.302.10

    1. Create a backup copy of the C:\Genesys\SRC direcotry and name the backup directory C:\Genesys\SRC.backup.
    2. Unzip your new software in a temporary directory (for example, C:\temp).
    3. 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>'"
    4. 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:\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.
    3. Move the old version back to its original location.
    4. Restart your computer or start the Genesys SR Service Windows service.
    5. Validate the rollback using the steps in the Verify the Installation section above.

    Automatic upgrade

    Automatic upgrade from 8.5.302.10 to a later version

    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 Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) 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 Interaction Recording Web Services (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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