Release Note

NICE Perform Release 3 - Service Pack 3 ScreenAgent

Note Number Release Date Revision History Product Synopsis A0 ScreenAgent Version 9.10.01.11 This service pack provides enhancements, resolved issues, known issues and limitations, and installation instructions for ScreenAgent 9.10 GA Release 3. RN0505 May 2007

Contents
General Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Backward Compatibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 New Features and Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Resolved Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Known Issues and Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Site Branch Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

EMEA Region APAC Region AMERICAS Region ISRAEL

(T) +972.9.775.3800 (T) +852.8338.9818 (T) 1.800.NICE.611 (T) 09.775.3333

(F) +972.9.775.3000 (F) +852.2802.1800 (F) +720.264.4012 (F) 09.775.3000

support@nice.com support.apac@nice.com support.americas@nice.com support_helpdesk@nice.com May 20, 2007 1 of 9

Information herein is proprietary information and trade secrets of NICE Systems Ltd. Copyright 2007 NICE Systems Ltd. All rights reserved.

General Description
This Service Pack provides new features, enhancements, and issue fixes. It must be installed as NICE ScreenAgent 9.10 GA Release 3.

Product Identifier
NICE ScreenAgent version 9.10.01.11.

Environments
Operating Systems Support
The following operating system platforms are supported:

Windows 2000 Professional (SP4). Windows XP:

Windows XP Professional (SP1, SP2).

Windows Vista * Terminal Server:

Windows 2000 Server (SP4). Windows 2003 Server (SP1).

Citrix Terminal Server: MetaFrame XP. Presentation Server 4.0.

Third Party Products

Netopia Tb2RCInst.dll Main installation DLL for the capture component. Installs capture DLLs according to the OS platform. Version 3.5.1.222, Dated March 07, 2006.

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Backward Compatibility
Product NiceScreen Logger CLS SAMS From Version 9.01.5.131 9.13.04.11 9.10.01.07 To Version Comments

New Features and Enhancements

No. 1. Product/ Component ScreenAgent Description Added support for running ScreenAgent under Windows Vista OS. (See the Known Issues and Limitations section.) Added support for ScreenAgent registration for more than one CLS. Support for encryption of the captured screen data. (See Encryption for more information.) Removed support of the CLS initiates connection mode. Only the ScreenAgent initiates connection mode is now supported. (As a result the user is not asked to select the desired connection mode during the installation). (See the Connection mode to the Interaction Center Server section for more information.) 5. ScreenAgent/ Installation Added the SendWholeScreenTimeout registry key, which controls the time duration (in seconds) that the ScreenAgent waits for a Key Frame (KF) generation to complete. Default value is 30 seconds.

2. 3. 4.

ScreenAgent ScreenAgent ScreenAgent/ Installation

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Resolved Issues
Severity Summary for Resolved Issues Severity Showstopper Severe Medium Minor Total Number of Issues 0 0 3 3 6

No. 1.

Product/ Component ScreenAgent

Problem Description When the ScreenAgent is configured to register to two CLSs, the connection to the second CLS failed if the connection to the first CLS failed. If two StartRecord commands arrived sequentially, and the generation of a key frame (KF) was lengthy, sometimes the ScreenAgent failed with a timeout on the KF generation. If a capture component error occurred during the recording (blocked on SendWholeScreen), the ScreenAgent sometimes failed to de-allocate its handle. This prevented the ScreenAgent from receiving new record requests. When a disconnection occurred between the ScreenAgent and the Interaction Center Server, an incorrect log message was displayed in the ScreenAgent log.

Solution Description The reconnection is handled properly.

Severity Medium

2.

ScreenAgent

The timeout is correctly handled.

Minor

3.

ScreenAgent

The handle is properly released.

Medium

4.

ScreenAgent

The log message was modified.

Minor

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No. 5.

Product/ Component Installation

Problem Description During uninstall of the ScreenAgent, the following error message sometimes appeared: An error occurred while launching the setup. The remote procedure call failed. When a network timeout occurred between the ScreenAgent and the NiceScreen Logger during a recording, the connection to the NiceScreen Logger was not closed properly.

Solution Description The timeout problem was fixed.

Severity Medium

6.

ScreenAgent

The connection now closes properly.

Minor

Known Issues and Limitations

No. 1. Product/ Component ScreenAgent Problem Description The ScreenAgent process can be terminated (from the task manager) when working in Windows XP and the user has administrative privileges. This is a limitation of Windows XP. ScreenAgent cannot capture screen activity that takes place in a full DOS window. Works as designed. 3. Netopia RC ScreenAgent cannot capture screen activity that is accelerated, such as DirectX and OpenGL. Works as designed. 4. Netopia RC WinDVD displays a black screen when playing a DVD while ScreenAgent is running in hooking mode. This is due to a security feature of WinDVD. Use scraper mode. ScreenAgent does not work on a system where DEP (Data Execution Prevention) is checking all processes. Workaround: Include ScreenAgent in the list of processes that DEP does not check.

2.

Netopia RC

5.

ScreenAgent

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No. 6.

Product/ Component ScreenAgent

Problem Description In Windows XP, ScreenAgent does not support Fast User Switching environments. Works as designed.

7.

ScreenAgent

In Windows Vista, ScreenAgent does not support Fast User Switching environments. Works as designed.

8.

ScreenAgent

ScreenAgent does not support Windows Vista environments that use desktop composition (Aero desktop enabled). Works as designed.

9.

ScreenAgent

In Windows Vista OS, only the scraper capture method is available. Works as designed.

10.

ScreenAgent

In Windows Vista OS, log files are stored in each users Vista VirtualStore folder. Works as designed.

11.

ScreenAgent SAMS Client

When ScreenAgent is configured to register to more than one CLS, the SAMS activity report displays only the first configured CLS. Works as designed.

Installation
Installation Requirements

Administrator privileges are required during installation. When using encryption, Microsoft .NET Framework 2.0 must be installed. When using encryption, a certificate that authorizes the ScreenAgent to communicate with the Key Storage manager (KSM) must be installed.

Hardware Requirements
Processor

For Pentium III: 700 MHz or higher. For environments with encryption: Pentium 4, 2.0 GHz or equivalent. For environments running under WindowsVista: Pentium 4, 2.8 GHz or equivalent.

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Memory

For Windows 2000 professional: Minimum 128 Mb (256 MB is recommended). For Windows XP: Minimum 256 MB (512 MB is recommended). For Windows Vista: Minimum 512 MB (1 GB is recommended).

Network TCP/IP 10/100.

Installation Instructions
To simplify the installation process of the ScreenAgent, use the ScreenAgent Configuration Wizard. This tool enables you to set the most commonly used ScreenAgent parameters in a friendly user interface.
To set up the ScreenAgent Configuration Wizard: 1. Copy the SAConfigurationWizard folder to a local or a network folder. 2. Run SAConfigurationWizard.exe. Follow the wizard instructions and save the generated

configuration.
3. Place the generated configuration file (agent.cfg) in the SAConfigurationWizard folder.

For more information about the ScreenAgent Configuration Wizard, see the NiceScreen Installation Guide.

Clean Installation
To run a clean installation:

Run the Setup.exe file from the Release folder, and follow the online instructions.

For detailed information, see the NiceScreen Installation Guide.

Upgrade from Previous Service Pack

There is no upgrade path from ScreenAgent versions prior to 9.10. If you have a previous ScreenAgent version installed, such as 9.08/9.01 or 8.80, you must uninstall it first, and then run the clean installation.
To upgrade from a previous 9.10 build:

Run Setup.exe from the Release folder, and follow the online instructions.

For detailed information, see the NiceScreen Installation Guide.

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Updates
For the latest available updates (Hot Fixes), please contact your support.

Rollback and Uninstall

Rollback

To perform a rollback, you must uninstall the current Service Pack, and install the previous one.
Uninstall

To uninstall the Service Pack: 1. In the Start menu, choose Settings > Control Panel > Add or Remove Programs. 2. Select the ScreenAgent Service Pack, and click Remove.

Connection mode to the Interaction Center Server

IMPORTANT The ScreenAgent no longer supports two connection modes to the Interaction Center Server (CLS). Only one connection mode is now supported: ScreenAgent initiates connection. The installation automatically updates the connection mode. When upgrading a NICE Perform Release 3 SP3 site, you must also upgrade the CLS to version 9.13 Service Pack 2 or higher.

Encryption
The option to encrypt data captured by the ScreenAgent is available in an NICE Perform Release 3 SP2 environment. The NICE Perform system must be configured for encryption in order to enable screen data encryption. When installing the ScreenAgent with encryption enabled, the following prerequisites should be met:

Microsoft .NET Framework 2.0 should be installed on the workstation. A certificate that authorizes the workstation to connect to the Key Store Manager (KSM) Server should be installed on the workstation.

The site IT is responsible for installing the above-listed packages prior to the ScreenAgent installation.

Site Branch Support

In environments where a customer has several site branches that are separated from each other, it is possible for two workstations to have the same IP Address. In addition, it is possible that two users will have the same OS login name.

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To enable support for screen recording in such a configuration, the ScreenAgent must be installed with a unique IdentificationString tag in each branch.

In the above example, there are two workstations, each one in a different site branch. Both use the same IP Address and register with the same OS Login. In this configuration both ScreenAgents will register with the same IP and OSLogin and as a result a conflict will occur. To resolve the conflict, the ScreenAgents in each site should be installed with a unique IdentificationString tag. The IdentificationString tag must be set during installation (the key can be set in the Agent.cfg file). For example:

IdentificationString for site A is SiteA. IdentificationString for site B is SiteB.

ScreenAgent from site A registers with the following parameters:

IP=10.1.1.8:2102@SiteA OSLogin=JOHN@SiteA

ScreenAgent from site B registers with the following parameters:

IP=10.1.1.8:2102@SiteB OSLogin=JOHN@SiteB NOTE: In addition to setting the IdentificationString tag in the ScreenAgent installation, you must also do the following:

When defining users in the Users Administrator, the Windows User Name should include the IdentificationString tag. i.e. JOHN@SiteA for the user JOHN from site A and JOHN@SiteB for user JOHN in site B. The RCM Channel Mapping should include the IdentificationString.

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