Sorry for the multiple posts in one day. This question is on behalf of a co-worker (thankfully unrelated to all the strange problems I've had with chat in images ). And it may not belong in Platform SDK at all (but then again it might); sorry if I got the wrong place.
So we want to start screen recording (management calls it "screen capture", which doesn't appear to be a thing in the slanguage of the API docs). In other words... when a call comes in, we want to start recording the user's screen (we have that GCBA thing installed and running). So when I asked my co-worker what he had tried already, his response was basically:
A bunch of things in the WebRTC SDK (startScreenShare, startVideoConference, etc.); I suspsect those are for something different entirely. Just a guess, but I think it's kind of like chat, where there are multiple similarly-named/misnamed/deprecated APIs and not a lot of clarity on which one does what. I personally hear "screen share" or "video conference" and think less like Genesys, more like MS Teams or Skype. But I could be wrong on that, so please let me know if he is on the right track there.
We also looked into the Platform SDK, which has a ScreenRecordingApi with just one function/method, and the slightly more promising-looking RecordingApi... from what we've looked at so far, this is the best lead we've had (which is why I'm putting this under the Platform SDK category for now).
Before we decided to let my co-worker research this while I turned my attention to other features, I had also done some research into this myself; there seemed to be something in the WebRTC SDK talking about it sending pendingSession events for screen recordings or something... I don't recall the details, but in looking at it again I don't see anything obviously talking about screen recording/capture here. I know screen share is/was a thing that SDK does/did (or at least one of the APIs I found while digging seemed to suggest that) but again when I think screen sharing it doesn't sound to me like the same thing.
I'm sure this one has a much simpler explanation than my previous questions - even if it's "the APIs don't do that yet" - but we've kind of run out of angles to research so any info would of course be greatly appreciated. Thanks in advance.
Huh... okay... so this cool new alternate documentation site looks like it has some great information not available anywhere else (so thanks for that cool link )... but does this mean there is nothing that has to be done API-wise? Like once the correct "plicy" is in place, does that mean screen recording should "just work"?
The resource center (help.mypurecloud.com) contains all of the product documentation for end users and administrators. The developer center is a different site because the technical API-type information is a distinctly different use case. However, the developer center indexes all resource center content, so you can search on the dev center and get results for both. E.g.:
Thanks for the info about the search results including info from the other site.
Assuming that by "implement it per the documentation" you mean set up the policy... I thought we did that, but I will pass on the link to my co-worker and see if there's anything we've missed. That would be great news, if all we have to do is set up the policy and bingo, we have screen recording! Almost too good to be true...
Np, if you did set up the recording rules per the documentation and aren't getting any recordings, you'll need to open a case with Genesys Cloud Care to investigate. We can't look into your org's configuration via the forum.
Well... I think we're still missing a puzzle piece, as usual.
We've set up the policy according to those docs.
We've confirmed GCBA is running when calls come in.
We've confirmed call recordings work by taking a test call in the Genesys GUI
Calls handled by our software are still not recorded.
Now, I don't know how GCBA works, but I speculated about it with my team. I do a lot of desktop app programming, and if GCBA were my project I think what I'd do is:
Set up a WebSockets connection to Genesys to listen for some kind of "startRecording" event
When my hypothetical desktop app receives this event, it starts recording and then either (a) continue until it gets a "stopRecording" event or hits a predefined maximum length, and then send the complete recording to Genesys. Either that or (b) send screenshots in "real-time" (which is kinda what it looks like GCBA might be doing).
If that were the case - if that's kinda how GCBA works - then Genesys is sending some kind of signal or event that tells it to start recording, but our software is not. That's why I'm wondering, is there some API call we have to make to tell Genesys to tell GCBA to start recording?