Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

"Hi Thomas,

 The VDIs are not actually recording the screen, it is giving us zero sized recordings and therefore they are not uploaded.

 For support of the VDIs, you would need to work with your VDI provider.

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

stash-logger.js:383 screen recording session failed, retrying {conversationId:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

stash-logger.js:383 screen recording session failed, retrying {conversationId:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point:

stash-logger.js:383 screen recording session failed, retrying {conversationId:

Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

This is what I can tell you based on gathered information and experience.-

First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

Regards,

PS: I remembered that there is some good info in this post: Basically My second point: