Screen Recording in R4.

1
Business Benefits

 Achieve low TCO

 Scalability improvements enable reducing the number of
Interactions Center servers (fewer servers, less IT management)
 Simplified installation and maintenance
 Optimize performance
 Agent PCs
 Network bandwidth
 Centralize agent desktop management

2
Why do we need new recording solution?

2,000 Screen Agents per

Aim to triple
Interactions Center

Limited support for new

Windows 7, 64 bit, VDI
platforms
Screen Agent
Centralized configuration
configuration is kept on
using Agent Center
the agent’s PC
Screen Agent keeps an
SIP for registration and
open connection to the
control
Interactions Center
Monitoring and alarms Monitoring and alarms
using SAMS using NICE Sentinel

3
New Screen Agent

 New Screen Agent design

 New third-party capture mechanism
 SIP for registration and control
 New encryption process
 Backward compatibility support

Screen Agents

4
Agent Center

 New entity for centralized management of client-side

application configuration
 Agent Center is part of the Application Server
 One Agent Center per System Administrator
 Configuration parameters are managed by a plug-in
 Configuration is stored in NICE’s database

Agent
Center

Applications Server

5
High Level View
Interactions
Center
Agent
Center

NICE Sentinel Applications Server

Data Center/ Screen Logger

Server Location
Screen Agents

Screen Agents

LAN / WAN

New York Branch

Tel Aviv Branch

 Central configuration management

 SIP protocol usage
6
Latest Achievements

 Scalability
 Increased the limit of 2,000 Screen Agent registrations per
Interactions Center
 Screen Agents connect to relevant Interactions Center
 Enterprise Readiness
 Centralized configuration via Agent Center
 Simplified Screen Agent installation flow
 Simplified upgrade path

7
NEW SCREEN RECORDING ARCHITECTURE
 Data Hub View

Interactions
Screen Agents Center
Registration MPCM

Notifications
Control
Capture
Control

Recording
Configuration and Requests
Monitoring

Agent
Center Data
Screen Capture +
Monitoring
Screen Logger
and
NICE Sentinel Alarms Applications
Server

 Screen Agent
 Agent Center
 MPCM and Capture Control
 Screen Capture
Enhancements to Screen Agent

 New Screen Agent design

 Improved infrastructure for future developments
 Screen Agent saves the last good configuration
 New third-party capture mechanism
 Performance optimization
 Support for new platforms: Windows 7, 64 bit, VDI
 SIP for registration and control
 Simplification of network issues (NAT/PAT)
 Screen Agent footprint reduction ScreenAgents

 Screen Agent service and process

 Configuration files used instead of registration keys
 New encryption process
 Does not require EFS and certificate on agent’s PC

10
Agent Center

 Centralized management of client-side application

 Screen Agents Profiles
 Installed on Applications Server
 One per System Administrator
 Centralized definition for Screen Agent configuration
 Parameters are managed by a plug-in
 Configuration is stored in NICE’s database
 Screen Agent information provided (replaces SAMS) in
real time
 Monitoring and alarms performed by NICE Sentinel

11
Agent Registration Flow

Agent Center
Send “Idle” message
Screen Agent

Comp3 Initialize
NICE Sentinel
172.22.1.4

Update view
Comp1 172.22.1.2
Comp 2 172.22.1.3

Computer OS Login IP Status

Name
Comp1 User1 172.22.1.2 Offline
Comp2 User2 172.22.1.3 Idle
Comp3 User3 172.22.1.4 Idle
Agent Configuration Flow

OS Login + Request Agent Center

Screen Agent Configuration

Comp3 Profile
172.22.1.4
Interactions
Center
Registration

Comp1 172.22.1.2
Comp 2 172.22.1.3

Computer OS Login IP Status

Name
Comp1 User1 172.22.1.2 Offline
Comp2 User2 172.22.1.3 Idle
Comp3 User3 172.22.1.4 Idle
Agent Center– Screen Agent Configuration

 List of Interactions Centers

 Recording quality parameters
 Selective application recording
 Other configuration parameters

14
Screen Agent Profiles

Agent
Center

NICE Sentinel Applications Server

Screen Agents
Screen Agents Profile B Data Center/
Profile A Server Location
Screen Agents Screen Agents
Profile A Profile C

LAN / WAN

New York Branch

Tel Aviv Branch

 Profile A– Windows XP using Scrapper

 Profile B– Windows 7 32 bit using Mirroring
 Profile C– Windows XP & Selective Application Recording
15
Profile Update Flow

Agent
Center

NICE Sentinel Applications Server

Screen Agents
Screen Agents Profile B Data Center/
Profile A Server Location
Screen Agents Screen Agents
Profile A Profile C

LAN / WAN

New York Branch

Tel Aviv Branch

 Add Selective Application Recording to Profile B

 Update Profile B in the Agent Center
 Log off/log on agent’s PC
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Agent Center- Location Hierarchy

 Map Screen Agent to location

 IP and subnet mask or Screen Agent identifier
 Profile

17
Agent Center- Profiles

 Screen Agent
 VRA
 Default profile

18
Agent Center- Screen Agent Profile

 Name, description
 Selective Application Recording
 Quality bar

19
Recording Quality

 Recording quality levels

 Best quality
 Best Performance
 Quality level characteristics
 Playback quality
 Impact on performance
 Bandwidth usage

20
Error Reporting Flow

Send error message Agent Center

“Capture Component Internal Error”

Comp3
172.22.1.4
Encounter
Error NICE Sentinel

Comp1 172.22.1.2 Update view

Comp 2 172.22.1.3

Computer OS Login IP Status

Name
Comp1 User1 172.22.1.2 Offline
Comp2 User2 172.22.1.3 Idle
Comp3 User3 172.22.1.4 Idle – “Capture Component Internal Error”
Error
 Screen Recording Flow

Interactions
Screen Agents Center
MPCM

Notifications
Start/stop
Control Capture recording
Start/stop Control
decision
recording
control
Start/stop
recording
command
Recorded
screen data
Data
Screen Capture +
Screen Logger

 Capture Control sends record command to the Screen Capture

 Screen Capture sends record command to the Screen Agent
 Screen Agent sends screen recordings to the Screen Capture
 Screen Capture stores recordings in the Screen Logger
22
New Screen Recording Entities

 MPCM
 An Interactions Center component
 Communicates with Screen Agent
 Capture Control
 An Interactions Center component
 Communicates with Screen Capture
 Screen Capture
 A Screen Logger component
 Controls start/stop recording
 Controls encrypted/non-encrypted recording
 Receives recording from Screen Agent
 Stores recording in Screen Logger
 Decrypts/encrypts in media encryption environment

23
 New Screen Recording Encryption Flow

Interactions
Screen Agents Center
MPCM

Notifications
Start/stop
Control Key Exchange Capture recording
Control
Start/stop decision
encrypted
recording Start/stop
control recording
command
Encrypted
recorded screen
data
Data
ScreenCapture +
ScreenLogger
Decrypt/
encrypt with
permanent key
 Encryption is defined on the logger level
 Initial encryption key to eliminate communication with KSM
 Screen Agent sends Encrypted screen recordings to the Screen Capture
 Permanent key is generated by the logger
New Screen Recording Encryption

 Encryption is defined on the logger level

 EFS on the agent’s PC is not required
 CA certificate on the agent’s PC is not required

25
Linked Data Hubs

Agent
Agent Center
Center

Applications Server
Applications Server NICE Sentinel
Secondary Data Hub Primary Data Hub
Screen Agents
Screen Agents Screen Agents
Profile A
Profile A Profile C

LAN / WAN

New York Branch

Tel Aviv Branch

 Locations are replicated across data hubs

 Profiles are replicated across data hubs
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Upgrade Path
Interactions
Center

Agent
4.1
R3.1 Center
SAMS

NICE Sentinel Applications Server

Data Center/ Screen Logger

Screen Agents Server Location

4.1
R3.1
Screen Agents

4.1
R3.1
LAN / WAN

New York Branch

Tel Aviv Branch

 Simplified upgrade path

 Single data center environment only

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High Availability

 Agent Center on cluster in Applications Server

 Screen Agent register to all cluster nodes
 MPCM and Capture Control on clustered Interactions
Center
 Agent Center will provide a list of Interactions Center IP addresses
 Upon Interactions Center failure, stop and resume recording

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Q&A
 Let’s Recap

 Removed bottlenecks limitation

 Centralized configuration and management
 Comply with latest environments
 Reduced footprint on agent PC
Disclaimer

 This presentation contains product features that are currently under

development/testing/certification.

 Future product version names & numbering are subject to change

without prior notice. This presentation also includes future releases with
their code name & not formal GA naming.

 This presentation/overview of the new technology represents no

commitment from NICE to deliver these features in any generally
available product.

 Features are subject to change, & must not be included in contracts,

RFPs, purchase orders, or sales agreements of any kind.

 Technical feasibility & market demand will affect final delivery.

 Pricing & packaging for any new technologies or features discussed or

presented have not been determined.