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  • 1.  Question about Screen Capture

    Posted 04-19-2021 10:47
    No replies, thread closed.
    We are in the process of testing screen capture before launching it to the entire contact center. I created the policy listed below, but the evaluation that was assigned did not have screen capture attached. What did I do wrong? Can anyone provide guidance on how to just launch screen capture on one agent for testing purposes? 

    #Ask Me Anything (AMA)
    #Implementation
    #QualityManagement
    #Unsure/Other

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    Amber Krueger
    Ultimus Fund Solutions
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  • 2.  RE: Question about Screen Capture

    Posted 04-20-2021 14:22
    No replies, thread closed.
    Hi Amber
    As far as I can tell, your policy looks good. Here are a couple of suggestions to check
    - Is the agent you're testing with using the Genesys Cloud desktop app? If they're using the browser version, then screens won't record.
    - Does the test agent have the following permission? recording > screenRecording > participate

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    Emily Kammerer
    Ascendium Education Group, Inc.
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    Original Message


  • 3.  RE: Question about Screen Capture

    Posted 04-20-2021 14:47
    Edited by Matt Lawson 05-09-2022 09:34
    No replies, thread closed.
    Hi Amber, You'll also need to ensure that your company firewall is setup to allow media streaming to the Genesys Cloud Media services. https://help.mypurecloud.com/articles/ports-and-services-for-genesys-cloud-clients/. This is usually the biggest barrier to getting Screen recording to work.

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    Brian Allison
    Spark NZ Trading
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    Original Message


  • 4.  RE: Question about Screen Capture

    Posted 04-21-2021 19:33
    No replies, thread closed.
    I agree with you Brian.  After working for a couple years, it suddenly stopped (on Engage Cloud) and I was able to see in the SRS logs that uploads were being blocked. (Engage) A quick meeting with the Perimeters team discovered a "fat finger" in a new rule that hit the recording uploads.


  • 5.  RE: Question about Screen Capture

    Posted 04-21-2021 20:05
    No replies, thread closed.
    Even more so with the recent CIDR change around media services.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


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