NICE Uptivity Screen Recording gives you the ability to record agent workstation activity and to view agent desktops in near-real time. It is part of the base Uptivity installation, but is enabled only if your organization has purchased the NICE Uptivity Screen Recording feature.
NICE Uptivity Screen Recording uses client/server architecture. The
The Screen Capture Client released with Uptivity version 21.1 is backwards compatible with Uptivity 20.1. The new version of Screen Capture Client allows you to define up to 4 separate physical locations that the client can connect to. Each location supports up to 3 instances each of RabbitMQ, SCAPI server, and Screen Capture Server for redundant recording and failover. Contact your Uptivity account representative for more information.
Services
All Uptivity screen recording implementations use the following services:
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CTI Core The software component that provides the PBX/ACD integration and makes call recording decisions based on customer-defined recording schedules. communicates recording start and stop commands based on customer-defined recording schedules. Recording start and stop commands are sent to RabbitMQ and routed to the appropriate Screen Capture Client. |
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RabbitMQ routes recording commands from CTI Core to the appropriate Screen Capture Client. | |
| Screen Capture Client | Screen Capture Client receives screen recording commands from CTI Core via RabbitMQ. During a screen recording session, Screen Capture Client captures and sends frames (images) to the Screen Capture Server. | |
| Screen Capture Server | Screen Capture Server keeps track of client connections and facilitates the live monitor of agents' screens. | |
| Screen Capture API (SCAPI) | During a screen recording session, SCAPI receives screen capture frames from Screen Capture Client, collects all frames from a session, and when the session is finished, SCAPI sends the collection of frames to the final location to be transcoded. | |
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Transcoder converts the audio media from a recording into a WAV file. | |
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Transcoder 2 transcodes the video media and then combines the transcoded audio and video files to create a WEBM file. |
Design Considerations
During the sales process, an Uptivity sales engineer works with your organization to determine the best way to implement NICE Uptivity Screen Recording. The number of users or agents is a key issue. Growth in the number of agents affects performance and may necessitate changes to the system design.
Interactions between Uptivity components (servers, web portals, and so forth), file servers, and archive devices can be
Schedule Considerations
When you
- Desktop Recording — Set to Yes.
- Screen Capture Wrap Length — Configure to business requirements.
- Stop screen capture wrap on call start — Configure to business requirements.
To fully support screen recording, you may need two schedules: one for audio recording only, and one for both audio and screen recording. For example, an organization wants to record 50 percent of all calls and ten percent of all calls must have both audio and screen. In this scenario, the organization needs an audio-only schedule to capture 40 percent of the calls and another schedule to capture audio and screen for 10 percent of calls.
Workstation Considerations
The Screen Capture Client can be installed manually or silently. Silent installations require no user intervention.
In most cases, you do not need to take special steps to ensure Uptivity records the correct workstation for each user. By default, Uptivity looks at the System Username (Windows login) and the System Domain (if the domain is required) in a user's profile, compares it to logged-in usernames reported by Screen Capture Client, and matches the workstation to the user accordingly.
Screen Capture Client High availability
Screen Capture Client supports connections to multiple RabbitMQ endpoints for high availability and redundancy. If the primary RabbitMQ node becomes unavailable, Screen Capture Client automatically connects to a secondary node in the cluster and continues normal service. All call data for an in-progress interaction is lost if the connection between Screen Capture Client and RabbitMQ is interrupted.
To reconnect to the primary RabbitMQ node, you can restart the Screen Capture Client service, or you can log out of the Screen Capture Client workstation and then log in to the workstation.
Upgrade Considerations
Screen recording is not backward-compatible when you upgrade from a previous version of Uptivity. Uninstall all earlier versions of the Screen Capture Client before installing the new version. You can do this using the Windows Programs & Features function in the Control Panel.
Ensure that you have installed all of the
WEBM is the only file format that can be processed by Uptivity version 18.1 and 18.1.1, but in Uptivity version 18.1.2, WAV was reintroduced as a screen recording export option.
In Uptivity version 18.1 and 18.1.1, historical recording media (WAV and VID) from Uptivity versions 17.3 and earlier must be retranscoded to the WEBM format so that this media is compatible with version 18.1.
