Nice Screen Agent recording the screensaver

[Andyboy114]

Hi,

One of our users is having a problem where the screen recording part looks like it's recording the screensaver rather than what's on the screen. I've tried installing latest video card drivers, re-installing Nice Codecs and disabling the screensaver to no avail.

The voice part is recording fine, just the screen part.

Any ideas on how to fix it?

Thanks

Andy

 

[glarkin]

Hi Andy,

We've had the same issue occasionally and have found it was caused by agents logging into multiple computers while taking calls. NICE screen agent was recording them at Computer A, but they were taking calls at Computer B and logged into both simultaneously.

Note the time of the call, then look at the logs on the Screen Logger server. You can find the call by the date and time and see the IP address it was recording from. In our case the IP address of the recorded PC was not the computer the agent normally sits at, but one he had logged into and forgot about.

Once we restarted both machines and had him log back into his own PC, NICE recorded his screen interactions successfully.

I hope that helps.

Greg

 

[Andyboy114]

Hi Greg,

You were spot on, the user was logged into another machine!. Logged out, rebooted and tried again and it worked perfectly.

Thanks again for you help.

Cheers

Andy