Conduct the Screen Connectivity Testing Call

Prerequisites

Prior to the call: 

  • Ensure that you have opened the required ports and IP addresses.
  • Install NICE ScreenAgent on 1-2 agent workstations to be used during the testing call.
  • Follow the implementation checklists to ensure that all preparation is complete on the network and the agent workstations that will be used in the test calls.
  • Install the tracing software program of your choice, such as Wireshark. During the call, tracing software is often required to solve issues that arise. To prevent delays during the call, you can install the tracing program of your choice before the call.

Attendees

The Screen Connectivity Testing call must be attended by the following representatives of each organization. All attendees are from the customer organization unless otherwise indicated.

  • A Network team representative - call will be rescheduled if this representative is not present.
  • NICE CX Network team representative.
  • Project lead and Implementation managers.
  • One or more test agents who can share their screens over a Microsoft Teams call. 

During the Call

  1. One or more test agents share their screens over a Microsoft Teams call. A NICE CXone representative will confirm that all configuration settings are correct for the ScreenAgent installation on the test workstation (Tenant ID, successful registration on the server, and so on). Making changes to the ScreenAgent settings requires a user with administrator privileges. Changes may require the agent to restart their workstation.
  2. A test agent places an outgoing call. Network representatives for both the customer and NICE CX watch their respective firewalls to ensure that traffic is leaving and entering both networks correctly.
  3. If any errors or blockages are found, the correct resources will already be on the call to discuss the issues and to create a plan to resolve them. Wireshark may be used at this point to further explore any issues.

Record Results of the Screen Connectivity Testing Call

Take notes during the call to record the details. You may need your notes if troubleshooting is required to resolve any issues you encounter.

  1. Record the date of the test call, the names of the test agents, their workstation IP addresses, and their OS log in IDs.

  2. Record the IP address of the public network firewall.

  3. Prior to the first test call:

    1. Verify the tenant ID in the SAInstallParams.xml file.. This file is located in the C:\Program Files (x86)\Nice Systems\ScreenAgent folder.

    2. Verify the host name/IP address in the SA Paramsfile. This file is located in the C:\ProgramData\NICE Systems\ScreenAgent\<user>\Configuration folder. The host name should match the name given to you by your implementation manager.

    3. Check the log files located in the C:\ProgramData\NICE Systems\ScreenAgent\<user>\Logs folder. Log 0 contains the most recent information.

  4. If you made any changes changes to the SAInstallParams or SASettings files, restart the NICE Screen Agent service on the agent system(s) before attempting a screen recording call. After restarting the service, check the SA Settings file and logs for updated information.

  5. Make the first test call. Record the results of the test call.

  6. If the call is unsuccessful, record any troubleshooting steps you take and the results of those steps.

  7. If test calls continue to be unsuccessful, contact your implementation manager. Be prepared to share the issues you encountered, all troubleshooting efforts, and the log files.

Troubleshooting Connection Issues

Any time you make changes during troubleshooting, stop and restart the NICE Screen Agent services before making another test call.

Issue

Possible Causes

Resolution

 
No data in the SA Settings file

Tenant ID is not entered in the SAParams file

 Edit C:\Program Files (x86)\Nice Systems\ScreenAgent\SAInstallParams.xml and enter the tenant ID in TenantID=" ". Obtain the tenant ID from your Implementation Manager.
 

Network or desktop firewall ports blocking traffic

 Review the Network and System requirements and confirm that all ports are open for inbound/outbound traffic and that the listed IP addresses are allowed.
 

NT Login incorrect

 Verify that the test agent's OS login is entered correctly in CXone
and in Engage QM Integrated.
Log 0 file shows connection errors Network or desktop firewall ports blocking traffic

Find the ScreenAgent logs here: C:\ProgramData\NICE Systems\ScreenAgent\<user>\Logs

Verify that network and desktop settings are configured correctly. Restart NICE ScreenAgent services.
  Antivirus program blocking traffic Check antivirus program settings and configure to allow traffic. Restart NICE Screen Agent services.
Settings are correct, but screens are not recording Various causes If testing while connected through a VPN or while on the company network, disconnect and test off-network.
  Various causes Install and run Wireshark or a similar tracking software. Start a trace in Wireshark prior to making a test call. When the call ends, stop the trace. Filter for SIP (an option in Wireshark) and analyze the results. Save the results as a PCAP file and email to the Implementation Manager.
  Various causes Schedule a troubleshooting call with the Implementation Manager.
Screens record, but the playback is fuzzy Display settings on agent workstation are incorrect In Windows Display Settings on the agent workstation, set zoom to 100% (no zoom). Screen resolution should be a minimum of 1024x768.