Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Screen Recording Policy

    Posted 09-30-2019 18:23
    Edited by William Chávez 10-01-2019 16:40
    No replies, thread closed.
    Hi Community!

    I appreciate your help with the following:
    I set a Screen Recording Policy to record the agent´s screen when receives a chat or an email interaction throught a queue, but it did not work, and PureCloud did not show us anything. I am using the PureCloud desktop application over Windows 10 64-bit. And I am Master Admin and an agent. I checked the rights and I have them well.

    Thanks for all!
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    William Martín Chávez González
    Global Networks Solutions S.A.
    ------------------------------


  • 2.  RE: Screen Recording Policy

    Posted 10-01-2019 02:54
    No replies, thread closed.
    I have the same setup and understand your frustration.
    In our case we are behind a corporate firewall, while we attempt to open particular ports without exposing too much it might be worth a look to check your ports as well.
    Support to date have not been able to troubleshoot the issue. Unfortunately it doesnt seem to be a click and select scenario and the expectation it will work straight off the bat, seems to be some tinkering to get it going.

    I suspect you have gone through this link before but in case you haven't https://help.mypurecloud.com/articles/purecloud-ports-services/
    I was also referred to look at this site as well by support https://help.mypurecloud.com/articles/ports-and-services-for-webrtc/

    Let me know if you have any success

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    3 Years Purecloud
    ------------------------------

    Original Message


  • 3.  RE: Screen Recording Policy

    Posted 10-01-2019 16:38
    No replies, thread closed.
    Thank you Darryn:
    I will notify you if I get a successful result.

    ------------------------------
    William Martín Chávez González
    Global Networks Solutions S.A.
    ------------------------------

    Original Message


  • 4.  RE: Screen Recording Policy

    Posted 10-01-2019 17:10
    No replies, thread closed.
    Hi Darryn:

    I checked these ports in outbound direction and were ok, but the screen recorgind did not work again.
    So, I will continue to explore the documentation and some references or another technical assistance.
    I´ll notify you if we can make it work.

    Thank you.

    ------------------------------
    William Martín Chávez González
    Global Networks Solutions S.A.
    ------------------------------

    Original Message


  • 5.  RE: Screen Recording Policy

    Posted 10-01-2019 17:40
    Edited by George Ganahl 10-01-2019 17:40
    No replies, thread closed.
    Just a note, based on my experimentation...

    I have 4 monitors. When I had the Desktop running on one of the monitors not set as the main display I could see the recording under Recording Management>Active Screen Recordings while the email was connected to the agent, but after disconnect and applying the Wrap-up code no screen recording appeared on the interaction under Performance>Interactions.

    However, when I moved the Desktop App to the monitor marked as the main display, it all worked as expected and I did get a screen recording of the next conversation.

    So...are you testing with multiple monitors, by chance?

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Screen Recording Policy

    Posted 10-02-2019 09:59
    Edited by William Chávez 10-02-2019 11:37
    No replies, thread closed.
    Good morning Darryn, George:

    Yesterday, Genesys checked the policy we configured in our organization and it was ok and it worked recently today at 8AM (Cali, Colombia), but the service has been experimented different outages in random periods of time, during these days. We are going to create a support case to follow this behaivior and continue to update this post in order to help to this community.

    Thank you very much for your suggestions.

    ------------------------------
    William Martín Chávez González
    Global Networks Solutions S.A.
    ------------------------------

    Original Message


  • 7.  RE: Screen Recording Policy

    Posted 05-08-2020 06:22
    No replies, thread closed.
    What was the outcome of this last year William?

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


Related Content