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  • 1.  Screen recording in the Windows Terminal server environment

    Posted 08-12-2024 01:37
    No replies, thread closed.

    Hi,

    Does somebody have experience with screen recording in the MS Windows Terminal server environment?

    Our customers want to record the agent screen in the following environment:

    The "agent" uses the thin client (Linux-based) to connect to the Windows Terminal Server.
    In the "terminal session", he starts the browser (MS Edge Chromium), that is used for the SalesForce connection, inside the SF he has the embedded Genesys CX client (SF connector from Softfone.IT,, which was ordered from the Genesys), the Generic SIP Unmanaged phone is used for voice calls.

    The question is:

    If we run the GCBA inside the "terminal session", will the agent's screen be recorded?

    Is it needed to "run" Genesys Client Full UI in the additional browser instance/browser tab or is the built-in SF client sufficient?


    #QualityManagement

    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------


  • 2.  RE: Screen recording in the Windows Terminal server environment

    Posted 08-12-2024 03:18
    No replies, thread closed.

    Hi Yvgeni,

    GCBA works with the embeddable framework and within a VDI so I would expect this to work assuming your VDI is able to handle the additional overhead and network. However it currently does not work if GCBA is installed on the client machine which you can't do anyway as GCBA is Windows only at present.

    The Full UI is not recommended alongside the embeddable framework as that can cause other issues.

    https://help.mypurecloud.com/faqs/why-wouldnt-gcba-support-vdi-environments/



    ------------------------------
    Richard Chandler
    Connect
    ------------------------------



  • 3.  RE: Screen recording in the Windows Terminal server environment

    Posted 08-12-2024 03:46
    No replies, thread closed.

    Dear Richard,

    Many thanks for Your answer.

    Is it possible to run the GCBA inside of each "Terminal Session" (where the browser with the SF and Genesys embedded client are running) and record the screen of this specific "session"?

    We only need to record the screen inside the "MS Windows Terminal", we don't need to record the screen of the physical Thin Client



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------

    Original Message


  • 4.  RE: Screen recording in the Windows Terminal server environment
    Best Answer

    Posted 08-12-2024 03:58
    No replies, thread closed.

    Yes that should be fine. Just a case of installing and testing. In this scenario Genesys Cloud is not aware it is running inside a virtual desktop session. You'll just need to ensure firewall ports for the loopback are allowed.

    If you want to test before implementing in Terminal Services, just install GCBA on a second machine and remote desktop to it to test.



    ------------------------------
    Richard Chandler
    Connect
    ------------------------------

    Original Message


  • 5.  RE: Screen recording in the Windows Terminal server environment

    Posted 08-12-2024 04:05
    No replies, thread closed.

    Dear Richard,

    Again, many thanks,

    We will try it



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------

    Original Message


  • 6.  RE: Screen recording in the Windows Terminal server environment

    Posted 08-12-2024 07:45
    No replies, thread closed.

    Many thanks



    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------

    Original Message


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