Genesys Interaction Recording Product Alerts

DRAFT of issue to be corrected by https://jira.genesys.com/browse/GIR-12153

• A change in version 58 or higher of Chrome prevents Workspace Web Edition (WWE) from connecting with Screen Recording Service (SRS) to start Screen Recording when the communication between WWE and SRS is over HTTPS.
  The root cause of the issue is that Chrome no longer accept self-signed certificates for HTTPS connections without the subjectAltName defined.
  The following manual workaround allows Screen Recording to still function:
  [+] Display Workaround
  1. Create a v3.ext text file with the following content, in the same directory as the create_certificates.bat file:
     authorityKeyIdentifier=keyid,issuer
     basicConstraints=CA:FALSE
     keyUsage = digitalSignature, nonRepudiation, keyEncipherment, dataEncipherment
     subjectAltName = @alt_names

     [alt_names]
     DNS.1 = localhost
     IP.1 = 127.0.0.1
     IP.2 = ::1

  2. Update the create_certificate.bat file by adding -extfile v3.ext to the end of the openssl x509 command, as shown below:
     Change:
     %OPENSSL% x509 -req -days 3650 -sha256 -in server.csr -signkey server.key -out server.crt -passin pass:%PASSWORD%
     to:
     %OPENSSL% x509 -req -days 3650 -sha256 -in server.csr -signkey server.key -out server.crt -passin pass:%PASSWORD% -extfile v3.ext
     Change:
     %OPENSSL% x509 -req -days 3650 -sha256 -in serverIp6.csr -signkey serverIp6.key -out serverIp6.crt -passin pass:%PASSWORD%
     to:
     %OPENSSL% x509 -req -days 3650 -sha256 -in serverIp6.csr -signkey serverIp6.key -out serverIp6.crt -passin pass:%PASSWORD% -extfile v3.ext
  3. Rerun the batch files create_certificates.bat and install_certificates.bat with elevated permission(s?).
  4. Restart SRS.

END OF DRAFT

• If you are using Screen Recording and Interaction Recording Web Services (RWS) versions 8.5.201.75 or 8.5.201.99, and the api-voice feature is not enabled, then screen recordings will not be muxed properly and will be unavailable via the SpeechMiner UI.
  As a workaround, follow the steps below to enable the api-voice feature and mux the recordings not previously muxed: [+] Display Workaround

  1. Verify that the api-voice feature is enabled.

  a. Get the contact-center id:

  curl -u <ops-user>:<ops-pass> -XGET "http://<selected-RWS-node>:<RWS-listening-port>/api/v2/ops/contact-centers"
  Response:
  {
    "statusCode": 0,
    "uris": [
      "http:// <selected-RWS-node>:<RWS-listening-port>/api/v2/ops/contact-centers/22cff59a-2542-4364-97a8-95338da60d26"
    ],
    "paths": [
      "/api/v2/contact-centers/22cff59a-2542-4364-97a8-95338da60d26"
    ]
  }
  

  The contact-center id is 22cff59a-2542-4364-97a8-95338da60d26 in the above example.

  b. Get features for the contact-center.

  curl -u <ops-user>:<ops-pass> -XGET "http://<selected-RWS-node>:<RWS-listening-port>/api/v2/ops/contact-centers/<contact-center-id>"
  Response:
  {
    "statusCode": 0,
    "contactCenter": {
      "id": "22cff59a-2542-4364-97a8-95338da60d26",
      "name": "OnPremise_Contact_Center",
      "countryCode": "US",
      "domainName": "",
      "features": [
        "api-voice-outbound",
        "ui-supervisor-provisioning-user",
        "api-provisioning-read",
        "api-supervisor-recording",
        "api-devices-webrtc",
        "schema-elasticsearch-v2-call-recording",
        "api-voice-instant-messaging",
        "api-voice-screenrecording",
        "api-multimedia-screenrecording",
        "api-user-account-management-email",
        "api-recordings-decryption-proxying",
        "ui-supervisor-reporting",
        "api-screenrecording-connection-reporting",
        "api-voice-predictive-calls",
        "ui-supervisor-recording",
        "ui-supervisor-provisioning-routing",
        "schema-elasticsearch-v2-screen-recording",
        "api-platform-configuration-read",
        "ui-supervisor-edit-user",
        "api-supervisor-agent-control",
        "api-voice-recording",
        "api-platform-configuration-write",
        "api-supervisor-monitoring",
        "ui-supervisor-cc-segmentation",
        "ui-supervisor-provisioning-skill",
        "api-provisioning-write"
      ],
      "genesysEnvironmentUri": "http://<selected-RWS-node>:<RWS-listening-port>//api/v2/ops/genesys-environments/ON_PREMISE_ENVIRONMENT",
      "cmeAuthenticationEnabled": true,
      "agentLogoutTimeout": 0,
      "uri": "http://<selected-RWS-node>:<RWS-listening-port>//api/v2/ops/contact-centers/22cff59a-2542-4364-97a8-95338da60d26",
      "path": "/api/v2/ops/contact-centers/22cff59a-2542-4364-97a8-95338da60d26"
    }
  }
  

   

  2. If “api-voice” is not enabled, follow the steps below to enable it.

  a. Enable api-voice on the application:

  curl -u <ops-user>:<ops-pass> -XPOST -H "Content-Type:application/json" "http://<selected-RWS-node>:<RWS-listening-port>/api/v2/ops/features" -d '{ 
       "id": "api-voice",
      "displayName": "Voice API",
      "description": "API for Voice",
      "autoAssignOnContactCenterCreate": true
  }'
  

  b. Facilitate api-voice for the contact center:

  curl -u <ops-user>:<ops-pass> -XPOST -H "Content-Type:application/json" "http://<selected-RWS-node>:<RWS-listening-port>/api/v2/ops/contact-centers/<contact-center-id>/features" -d '{ 
       "uris":["api-voice"]
  }'
  

  Once the api-voice feature is set, future screen recordings will be muxed and made available in the SpeechMiner User Interface.

   

  3. To recover the previous screen recordings, run a new instance of Recording Muxer Script with the following parameters (see the Advanced Configuration tab on this page). Set these parameters in the muxer.cfg file:

  call_recording_query_string=startTime=<time of RWS upgrade in milliseconds since epoch time>&endTime=<current time in milliseconds since epoch time>
  

• The 8.5.201.29 release of Genesys Web Services and Applications is not supported with the Genesys Interaction Recording Solution.
• Due to an issue with maxLogSize and the SR Service (SRS), customers using SRS version 8.3.230.23 must upgrade to 8.5.302.10.
• If using Attached Data filtering for MLM, it will not work as expected if ACW is enabled.
• A screen recording does not end when the agent's status changes from After Call Work (ACW) to Logged Out; instead, it stops when the agent logs back in.
• The Screen Recording Client's Communication Plugin for Workspace Web Edition does not support re-connection attempts to the Screen Recording Client's IPv6 Address if a connection to the IPv4 Address fails, and vice versa. The Screen Recording Client's Communication Plugin for Workspace Web Edition performs no checks of the Screen Recording Client's address.
• The SpeechMiner system is non-mission-critical, and, because of the other solution redundancy that ensures no data is lost in the event of an outage, no load balancing is tested with SpeechMiner. For information about High Availability options, see Scalability and High Availability topic of the Genesys Interaction Recording Solution Guide.
• The primary Recording Crypto Server node must be active for archiving to occur regardless of whether or not the system is configured in HA mode. If the primary node is down, archiving will be delayed. If the primary node is expected to be inactive for an extended period of time, it is recommended that the backup node be reconfigured as primary.
• Genesys Interaction Recording does not support user names with leading white spaces or with NULL values.
• If you are using Apache httpd for WebDAV with large deployments (more than 100 agents), a single folder with many files might have a significant performance impact to the successful and timely execution of regular linux command line tools (for example, ls), as well as a negative performance impact to the Apache httpd process. Genesys recommends that you configure folder hierarchy as described here.
• Blended agents (agents that can take both voice and non-voice interactions) are not supported.
  • If the agent is configured to handle voice calls, Genesys Interaction Recording records both the audio and screen only for the duration of the voice interaction.
  • If the agent is configured to handle non-voice interactions (email/chat), Genesys Interaction Recording records only the screen according to the recordingWhen rule.
  • If the agent is configured to handle BOTH voice calls and non-voice interactions, Genesys Interaction Recording records both the audio and screen only for the duration of the voice call. No non-voice interactions will be recorded.
• The Screen Recording Client, a new Genesys Interaction Recording component for the 8.5.2 release, has the following limitations:
  • The Screen Recording Client must be installed directly on the Agent’s desktop, and the agent must work directly on that desktop for the screen recording to be properly processed. If an agent intends to work remotely (for example, from home), using a remote desktop utility connection to the system on which the client is installed (for example, at the office), the screen recordings will not be processed.
  • The Screen Recording Client has 2-hour limit for standard quality and 3-hour for low video quality screen recordings.

• The Screen Recording View of the SpeechMiner UI enables access to voice screen recordings regardless of the access control settings.
• Genesys now provides an API for third-party Agent Desktop application integration to automatically authenticate an agent.
• Playback of the screen recordings are limited to the file prior to the pause event. Click the Play button to continue the playback.
• Playback of multi-segment screen recording voice-calls is limited to the first segment or to one segment at a time.
• For the Screen Recording Client to work reliably, a stable connection to Web Services is required. If Web Services must be restarted, Genesys recommends that you also restart the Screen Recording Client.
• When configuring encryption, the backup of the private key is your responsibility. If the private key becomes lost or corrupted, any recording encrypted using that key will become unusable.
• All the Genesys Interaction Recording components must have synchronized clocks to avoid delays in the availability of recordings.
• Genesys recommends deploying a Network Time Server (NTS) to ensure all components are time synchronized.
• In rare cases, the index file of the primary system (in an HA configuration) is corrupted in such a way that automated failover to the backup system does not happen. Manual actions need to be taken using the SpeechMiner SMConfig to promote the backup system to primary role until the index file can be fixed.
• SpeechMiner for Genesys Interaction Recording requires a recording-only license.
• The Genesys Interaction Recording solution supports a one-to-one mapping between the AgentID and the Agent hierarchy/name. SpeechMiner does not allow two agents with the same name.
• Genesys Interaction Recording access control is not assigned based on agents if trunk-side recording is used.
• If Workspace Web Edition (WWE) and Screen Recording Service sessions are handled by separate instances of Genesys Web Services and the agent logs off without exiting WWE first, Genesys Web Services will be unable to send a StopRecording event to the Screen Recordings Service for non-voice channels triggered by Ready and Logged in.
  Workaround: Do not use Log Off from the top menu or from the agent's channels view. Instead, use the Exit option.