Genesys Cloud (formerly PureCloud)

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Multiple monitors - screen recording

  • 1.  Multiple monitors - screen recording

    Top 25 Contributor
    Posted 02-19-2021 19:21
    Hey guys, anybody got any ideas why I can't get multiple monitor screen recordings to work?  Works fine recording just the main monitor but it certainly doesn't give the layout view to show multiple screens that shows on the Resource Centre.
    #AskMeAnything(AMA)
    #Omni-ChannelDesktop/UserInterface
    #SystemAdministration
    #Unsure/Other

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Multiple monitors - screen recording

    Posted 02-21-2021 18:48
    Are you using the install application? It may be an older version

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    Will Bellerby
    Pyrios NZ Ltd
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  • 3.  RE: Multiple monitors - screen recording

    Top 25 Contributor
    Posted 02-21-2021 18:53
    Edited by Vaun McCarthy 02-21-2021 18:55
    No looks to be the most recent version - 2.3.603

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 4.  RE: Multiple monitors - screen recording

    GENESYS
    Posted 02-22-2021 17:38
    Is the trouble on getting multiple screens recorded, or particularly with the layout view during the playback?

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 5.  RE: Multiple monitors - screen recording

    Top 25 Contributor
    Posted 02-22-2021 17:39
    Hard to say Daniel.  Without having the layout view that supposedly lets me select which monitor to watch playback on I can't actually tell if it is recording the other monitor or not - so that's a valid question.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 6.  RE: Multiple monitors - screen recording

    Posted 02-23-2021 04:07
    Hi Vaun
    I have a case open with Support for something similar, If you are using a USB3.0 port replicator the screens attached the that replicator arent being recorded.
    Tried on both Dell and HP port reps with the same result
    Brian

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    Brian Allison
    Spark NZ Trading
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  • 7.  RE: Multiple monitors - screen recording

    Top 25 Contributor
    Posted 03-01-2021 02:25
    Hi @Brian Allison have you received an update/resolution on your case with this issue?​

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 8.  RE: Multiple monitors - screen recording

    Posted 13 days ago
    Good info! I also have a case open on this. Our agents use their laptop screen plus two monitors and for some agents only one or two get recorded. I bet this has something to do with it.


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    Alicia Greiner
    Magellan Health Inc.
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  • 9.  RE: Multiple monitors - screen recording

    Posted 02-23-2021 13:11

    I just realised how dumb my question was... (you can only use the installed client to get screen recordings!)

    Windows 7?

    https://help.mypurecloud.com/articles/multi-monitor-screen-recording/

    Otherwise log a ticket



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    Will Bellerby
    Pyrios NZ Ltd
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  • 10.  RE: Multiple monitors - screen recording

    Top 25 Contributor
    Posted 02-23-2021 13:47
    Hey @Brian Allison you've hit the nail on the head there.  I was using a Dell dock/port replicator here.  Put the HDMI directly into the laptop and bingo - recordings and playback for multiple monitors now working perfectly.

    Thanks!​

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 11.  RE: Multiple monitors - screen recording

    Posted 02-23-2021 13:48
    Edited by Will Bellerby 02-23-2021 16:24
    Edit/ Repost - it seems there's something in my posts which the mod's needed to approve
    ​​


  • 12.  RE: Multiple monitors - screen recording

    Posted 23 days ago
    Tis all fixed now, download the lasted App release and away you go......

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    Brian Allison
    Spark NZ Trading
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  • 13.  RE: Multiple monitors - screen recording

    Top 25 Contributor
    Posted 23 days ago
    Brilliant, thanks Brian.

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    Vaun McCarthy
    NTT New Zealand Limited
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