Prepare the Network and Agent Workstations

Use the checklists in this topic to prepare your network and agent workstations for Engage QM Integrated. Be sure to record the results for each item on the checklist, including any difficulties you encounter and how you resolved them. This information will be important when troubleshooting any issues you may encounter during the process.

Network Considerations

The following considerations may impact your network and successful screen capture: 

  • Your network should allow traffic to and from SBC and the Screen Server IP address through the required ports.
  • IPV6 must be disabled on all adapters. IPV6 causes the IP addresses to change in the background, which disrupts communication between the agent workstations and the screen recording servers.
  • If your organization uses both network firewalls and individual workstation firewalls, all ports and IP addresses must be configured on both the network and the workstation firewalls.
  • If agents in your organization work from home or remotely, all ports and IP addresses must be opened on the home/remote firewalls and ISPs in addition to on your organization's network.
  • Port Address Translation (PAT) must be configured on the firewall (randomization of ports). Refer to the NAT/PAT Configuration Guide for more information. You can download this guide from the NICE CXone SFTP server.

Virtual Environments

Installation in virtual environments is not supported. If your organization opts to go ahead with a virtual deployment using VMware Horizon, be aware of the following considerations: 

  • With VMware Horizon, all agents will have their own image.
  • Configure a VM golden image with all software and network requirements.
  • Configure local windows firewalls with opening ports and so on through the VMware call center group policy.
  • Use Advanced firewall settings set for individual machines.
  • Open ports on local machine firewalls.
  • Set trusted sites on VM and all images.
  • Force registry changes as well as opening on group policy.
  • If installed on Virtual Desktop, screens will only be captured for activity that takes place in the virtual environment. The agent's physical workstation will not be recorded.

  • If using VMware Horizon when setting up VDI, use this registry key to clear the data lists for the users: 

    Explorer\BrowserEmulation\ClearableListData - • (Explorer\BrowserEmulation\ClearableListData - 411f00005308adba010000003800000001000000010000000c000000abe3f2f09150d201010000000d

    0069006e0063006f006e0074006100630074002e0063006f006d00)

  • Do not save encrypted pages to disk.

Network Configuration Checklist

  1. Are all network ports open and IP addresses configured according to instructions in the online help? 

  2. Record the model and version of all firewalls in use on the network.

  3. Does a third party manage or control any firewall settings? This includes network-level anti-virus software. Network-level anti-virus software may require some settings to be adjusted to allow traffic through.

  4. Is IPV6 traffic disabled?

  5. Is SIP Application Layer Gateway (ALG) turned on and configured?

  6. Is SIP inspection disabled and PAT configured? Refer to the NAT/PAT Configuration Guide.

In-Office and On-Network Local Machine Settings Checklist

  1. Is an additional firewall in use on the local machine?  Network-level anti-virus software may require some settings to be adjusted to allow traffic through. If yes:

    1. Are all ports and IP addresses open and configured per instructions on the Network System Requirements page of the online help?

    2. Model and version of all firewalls in use on workstations?

    3. Does a third party manage or control any firewall settings? This includes network-level anti-virus software.

  2. Are there any switches or other devices in the network flow? This includes devices within the network flow from the contact center through the firewall for the internet connection (switch, router, modem, etc). If yes: 

    1. Are these switches or other devices removable? (Screen may record when devices are removed) Note that it is unlikely that other devices can be removed.

  3. Is IPV6 traffic disabled? To determine, use this command in a command prompt window:  ipconfig /all If IPV6 is being used, a connection will be listed.

  4. For agent workstations that are desktops: 

    1. Do agents share workstations? If yes, services must be restarted between agent changes (either by workstation restart or by manual service restart) or a group policy put in place.

    2. What connection method is being used (list the adapters in use)? To determine, use this command in a command prompt window:  ipconfig /all If IPV6 is being used, a connection will be listed.

  5. For agent workstations that are laptops: 

    1. Do agents undock or dock their laptops at any point during their shift? If yes, adapter changes must be disabled or a group policy put in place. Use command prompt: ipconfig /all to list all adapters. See this group policy recommendation.

    2. What connection method is being used (list the adapters in use)? To determine, use this command in a command prompt window:  ipconfig /all If IPV6 is being used, a connection will be listed.

At-Home and Off-Network Machine Setting Checklist

  1. Is an additional firewall in use on the local machine?  Network-level anti-virus software may require some settings to be adjusted to allow traffic through. If yes:

    1. Are all ports and IP addresses on the agent workstation and the network they connect through open and configured per instructions on the Network System Requirements page of the online help?

    2. Model and version of all firewalls in use on workstations?

    3. Does a third party manage or control any firewall settings? This includes network-level anti-virus software.

  2. Are there any switches or other devices in the network flow? This includes devices within the network flow from the contact center through the firewall for the internet connection (switch, router, modem, etc). If yes: 

    • Are these switches or other devices removable? (Screen may record when devices are removed) Note that it is unlikely that other devices can be removed.

  3. Is IPV6 traffic disabled? To determine use this command in a command prompt window:  ipconfig /all If IPV6 is being used, a connection will be listed.

  4. For agent workstations that are desktops: 

    1. Do agents share workstations? If yes, services must be restarted between agent changes (either by workstation restart or by manual service restart) or a group policy put in place.

    2. What connection method is being used (list the adapters in use)? To determine, use this command in a command prompt window:  ipconfig /all If IPV6 is being used, a connection will be listed.

  5. For agent workstations that are laptops: 

    1. Do agents undock or dock their laptops at any point during their shift? If yes, adapter changes must be disabled or a group policy put in place. Use command prompt: ipconfig /all to list all adapters. See this group policy recommendation.

    2. What connection method is being used (list the adapters in use)? To determine, use this command in a command prompt window:  ipconfig /all If IPV6 is being used, a connection will be listed.