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SRS (Screen Recording) and Proxies/Firewalls

  • 1.  SRS (Screen Recording) and Proxies/Firewalls

    Posted 11 days ago

    Looking for information on how others have setup SRS when bypassing the Proxies and how you configured your firewalls. We are having troubles getting Genesys to provide the IP Addresses requried to apply to the firewalls to allow outbound traffic direct to the internet for SRS since it will not work behind the proxies.

    If anyone has any other ideas on how this could be done, it would be greatly appreciated.

    SRS version is 8.5.370.63


    #ArchitectureandDesign
    #Unsure/Other

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    Sean Mahon
    Telstra Corporation Ltd
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  • 2.  RE: SRS (Screen Recording) and Proxies/Firewalls

    GCAP Member
    Posted 11 days ago
    Sean,
    We don't explicitly state the RWS IP address in the config fie, we authenticate and have the server side update the profile config which points the upload to the server. If you go this route, you should already have a clear path via your proxies and firewalls as you're already open for https traffic for normal (non-screen recording upload) WWE.

    INFO : 2019/11/22 00:00:51Z.665 : ServiceHandler: Running Version:8.5.370.63, IP:127.0.0.1, OS:win32 Address Id:PHX1851437.bhs.bannerhealth.com
    INFO : 2019/11/22 00:00:51Z.665 : ServiceHandler: Process id : 3400
    INFO : 2019/11/22 00:00:51Z.681 : RecorderProcessFactory: Initializing
    INFO : 2019/11/22 00:00:51Z.806 : Configuration: RWS server address not found in configuration file. Waiting for Server address...
    INFO : 2019/11/22 00:00:51Z.806 : UsersManager: Running
    INFO : 2019/11/22 03:58:34Z.779 : UsersManager: New user "104293.sup" at session 1 using Windows account "KBrown2"
    INFO : 2019/11/22 03:58:34Z.779 : Configuration: server = https://bhs-wwe-usw1-pvt.genesyscloud.com
    INFO : 2019/11/22 03:58:34Z.779 : Configuration: place = 15047
    INFO : 2019/11/22 03:58:34Z.779 : Configuration: New configuration settings updated (104293.sup)
    INFO : 2019/11/22 03:58:34Z.779 : RecorderProcessFactory: Create new Recorder Thread Factory
    INFO : 2019/11/22 03:58:34Z.783 : Configuration: RWS server address received - https://bhs-wwe-usw1-pvt.genesyscloud.com 

    Resulting in this in the Uploader.log:
    2019/11/22 04:04:13Z.538 : Uploader: Uploading video file - 00UFS933DKEOP3UDHOU362LAES03DU4B_3d44edc15d0a494b815f7a47f88e187f_2019_11_22_04_01_03.mp4.bin to RWS url https://bhs-wwe-usw1-pvt.genesyscloud.com /internal-api/screen-recordings
    INFO : 2019/11/22 04:04:14Z.260 : Uploader: Upload of the file "00UFS933DKEOP3UDHOU362LAES03DU4B_3d44edc15d0a494b815f7a47f88e187f_2019_11_22_04_01_03.mp4.bin" is successful

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    Kevin Brown
    Customer Experience Centers Chief Architect
    Banner Health
    ------------------------------



  • 3.  RE: SRS (Screen Recording) and Proxies/Firewalls

    GCAP Member
    Posted 11 days ago
    Also, not sure if you saw my post about WWE9 - we're in a jam because upgrading to the latest SRS version breaks the Softphone v9 certificates.  So we would have to uninstall SRS and Softphone and reinstall both on 4,000+ PCs which will result in quite a few failures (guessing 200-400) that we would have to deal with on an emergency basis at start of business.  As a result, we have not upgraded to the latest SRS and cannot screen record since moving to WWE9.  My log is from manually uninstalling and reinstalling on my own laptop.

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    Kevin Brown
    Customer Experience Centers Chief Architect
    Banner Health
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  • 4.  RE: SRS (Screen Recording) and Proxies/Firewalls

    Posted 10 days ago
    Thanks Kevin,
    thankfully we are running in overlay model here and are using handsets from a PBX instead of softphone so the conflict you are experiencing is not happening for us.

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    Sean Mahon
    Telstra Corporation Ltd
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  • 5.  RE: SRS (Screen Recording) and Proxies/Firewalls

    GCAP Member
    Posted 9 days ago
    Sean,
    You're very lucky.  My life is all consumed with this mess.  I went through this at a major banker three years ago.  It's time for Genesys to step and hire (and pay) for people that understand InfoSec.  I've turned down every offer from Genesys because they aren't even close for compensation. Hence the mess we're left to fix.

    ------------------------------
    Kevin Brown
    Customer Experience Centers Chief Architect
    Banner Health
    ------------------------------