Install Screen Capture and AIM manually

You can use the instructions to perform a manual installation on an agent workstation, a Terminal Server, a Citrix server, or a Virtual workstation. The installation pages that appear when installing on a Terminal Server or Citrix server are slightly different than those that appear when installing on an agent workstation. The differences are noted in the installation procedure.

Supported operating systems

In addition to the operating systems listed in Supported operating systems, the Screen Capture Agent also supports Windows 11.

Installation location

If Selective Screen Application Recording will be used, install the Screen Capture Agent software in \Program Files (x86).

Before you begin 

To ensure that you have the latest software, get the installation packages from Verint Connect.

Procedure 

  1. To install Screen Capture and AIM, do one of the following:

    • (recommended) If downloaded from the portal, open the command prompt and run as administrator the KB<number>.msi.

      OR

    • If installing from the media, right-click Screen_Capture_Module.exe, and then click Run as administrator.

  2. On the Welcome page, click Next.

  3. On the End-User License Agreement page, select I accept the terms in the license agreement, and then click Next.

  4. (Terminal Services or Citrix environments only). On the Terminal Services configuration page, complete the Quality Monitoring Server configuration.

    1. In the Enter your BDR Server Name and Port Number field, enter the Integration Service hostname and port number.

      Format: <Integration_Service_hostname>:<port>

    2. Click Next.

  5. (Upgrades only). On the Upgrade Processing page, click Next.

  6. On the Destination Folder page, accept the defaults or click Change to select different destination folders for the Screen Capture software and its log files. Then click Next.

  7. (Optional) On the Data Security page,

    1. Select Send FQDN for the Screen Capture Agent to send the Fully Qualified Domain Name (FQDN) to the Recorder Integration Service and Recorder.

    2. Click Next.

  8. On the Integration Services Options page, to operate with Recorder servers, select one of the following:

    • The Connect to Integration Services (Legacy) is shown for reference but is not available for editing.

    • If the Capture Service on the desktop uses a non-secured connection (with a cloud protocol) to connect to the Integration Service, select Connect to Integration Services.

      Enter the Integration Service host name and port number. A maximum of eight (8) hosts can be added. Separate entries with a comma (,) or semicolon (;).

      Format: <Integration_service_hostname>:<port>

      Default port: 29435

    • If the Capture Service on the desktop uses a secured connection to connect to the Integration Service, select Connect to Secure Integration Services.

  9. On the Agent Initiated Monitoring (AIM) page , you have the option to install the Agent Initiated Monitoring options. Do one of the following:

    • Install one or more of the Agent Initiated Monitoring options:

      • Select Install Agent Initiated Monitoring to enable an agent to initiate and stop the recording of a call from the agent’s desktop.

        The Automated Log On/Off option is not supported.

      • Select Enable Block Monitoring to allow an agent to block the monitoring of call and screen capture sessions that the agent initiates.

      • Select Enable Pause and Resume Monitoring to allow an agent to pause the recording of both voice and screen activity and then resume recording at a later point in the call.

        This feature is useful for preventing the recording of sensitive information while keeping a record of the call itself.

      • Then click Next.

      If you do not want to install the Agent Initiated Monitoring options, clear the check marks from all four options on this page, and click Next. Skip to Step 11.

  10. In the AIM Annotation Setup page, if you do not want to enable annotation for AIM, clear the check mark from the Enable annotation for Agent Initiated Monitors option and click Next. Skip to Step 11. Otherwise, do the following:

    1. Select Enable annotation for Agent Initiated Monitors to enable annotation for AIM.

    2. In each required User Field, type a value.

      Values must exactly match what is configured for the Custom Attributes in the Enterprise Manager. You do not have to enter a value in all five User Field boxes.

    3. Select Define User Tips to configure a tooltip for each annotation field.

      The user tip text is entirely at your discretion. This text should explain to the agent the specific reason each User Field is available for annotation.

    4. Select Clear Annotation Field Values to determine the behavior of the Annotate Call dialog box in the AIM program.

      Agents can use the Annotate Call dialog box to enter different annotations for each call. If you select this option, all of the fields on the Annotate Call dialog box are empty each time an agent opens the Annotate Call dialog box.

      If you clear this option, the Annotate Call dialog box preserves the settings from the previous time it was used. When an agent opens the Annotate Call dialog box, the dialog box contains the same values that the agent entered the last time the agent used the Annotate Call dialog. This option is useful if agents frequently enter the same annotation information for many different calls.

    5. Click Next.

  11. Click Install.

  12. After the installation is complete, reboot the Desktop. If using Citrix, restart the server to apply changes to all workstations on the server.

Related topics

Configure workstations in TLS environment

Related information 

Security Configuration Guide