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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.

Installs capture DLL’s according to the OS platform. Presentation Server 4. Version 3. Dated March 07. Windows 2003 Server (SP1). RN0505: NICE Perform Release 3 .222. Windows Vista * Terminal Server: • • • • • Windows 2000 Server (SP4). Third Party Products • Netopia Tb2RCInst. Product Identifier NICE ScreenAgent version 9. Environments Operating Systems Support The following operating system platforms are supported: • • • • Windows 2000 Professional (SP4). 2006. It must be installed as NICE ScreenAgent 9.Service Pack 3. ScreenAgent General Description May 20.1. SP2).5.10 GA Release 3.0. Citrix Terminal Server: MetaFrame XP.dll – Main installation DLL for the capture component. 2007 2 of 9 . and issue fixes. enhancements.01.11.10. Windows XP: • Windows XP Professional (SP1.General Description This Service Pack provides new features.

11 9. ScreenAgent/ Installation Added the SendWholeScreenTimeout registry key. 4.5.Service Pack 3. (See the Known Issues and Limitations section.10. (See Encryption for more information. Support for encryption of the captured screen data. 1. 2007 3 of 9 . (See the Connection mode to the Interaction Center Server section for more information.) Added support for ScreenAgent registration for more than one CLS.131 9. Default value is 30 seconds.13. ScreenAgent Backward Compatibility May 20. which controls the time duration (in seconds) that the ScreenAgent waits for a Key Frame (KF) generation to complete. (As a result the user is not asked to select the desired connection mode during the installation).01.01. ScreenAgent ScreenAgent ScreenAgent/ Installation RN0505: NICE Perform Release 3 .07 To Version Comments New Features and Enhancements No.) Removed support of the CLS initiates connection mode.04. Product/ Component ScreenAgent Description Added support for running ScreenAgent under Windows Vista OS.Backward Compatibility Product NiceScreen Logger CLS SAMS From Version 9. Only the ScreenAgent initiates connection mode is now supported. 3.) 5. 2.

Solution Description The reconnection is handled properly.Service Pack 3. 2007 4 of 9 . ScreenAgent The handle is properly released. Minor RN0505: NICE Perform Release 3 . Medium 4. 1.Resolved Issues Severity Summary for Resolved Issues Severity Showstopper Severe Medium Minor Total Number of Issues 0 0 3 3 6 No. Severity Medium 2. This prevented the ScreenAgent from receiving new record requests. sometimes the ScreenAgent failed with a timeout on the KF generation. an incorrect log message was displayed in the ScreenAgent log. ScreenAgent Resolved Issues May 20. ScreenAgent The log message was modified. If a capture component error occurred during the recording (blocked on SendWholeScreen). the ScreenAgent sometimes failed to de-allocate its handle. Minor 3. If two StartRecord commands arrived sequentially. the connection to the second CLS failed if the connection to the first CLS failed. ScreenAgent The timeout is correctly handled. Product/ Component ScreenAgent Problem Description When the ScreenAgent is configured to register to two CLSs. and the generation of a key frame (KF) was lengthy. When a disconnection occurred between the ScreenAgent and the Interaction Center Server.

Use scraper mode. 2007 5 of 9 . Product/ Component Installation Problem Description During uninstall of the ScreenAgent. Netopia RC ScreenAgent cannot capture screen activity that is accelerated. Works as designed. ScreenAgent does not work on a system where DEP (Data Execution Prevention) is checking all processes.No. Solution Description The timeout problem was fixed. 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. 1. 4. This is due to a security feature of WinDVD. Netopia RC WinDVD displays a black screen when playing a DVD while ScreenAgent is running in hooking mode. Works as designed. Severity Medium 6. the following error message sometimes appeared: An error occurred while launching the setup. ScreenAgent Known Issues and Limitations May 20. the connection to the NiceScreen Logger was not closed properly. When a network timeout occurred between the ScreenAgent and the NiceScreen Logger during a recording. ScreenAgent RN0505: NICE Perform Release 3 . ScreenAgent cannot capture screen activity that takes place in a full DOS window. ScreenAgent The connection now closes properly. The remote procedure call failed.Service Pack 3. 3. This is a limitation of Windows XP. Netopia RC 5. Minor Known Issues and Limitations No. 2. Workaround: Include ScreenAgent in the list of processes that DEP does not check. such as DirectX and OpenGL. 5.

2. Works as designed. ScreenAgent does not support “Fast User Switching” environments. 8. Works as designed. For environments running under WindowsVista: Pentium 4. Works as designed. 9. Works as designed. log files are stored in each user’s Vista VirtualStore folder. Installation Installation Requirements • • • Administrator privileges are required during installation. ScreenAgent Installation May 20.Service Pack 3.0 GHz or equivalent. Works as designed. 10. When using encryption. 6. 2007 6 of 9 . ScreenAgent In Windows Vista. Microsoft . a certificate that authorizes the ScreenAgent to communicate with the Key Storage manager (KSM) must be installed.8 GHz or equivalent.0 must be installed.No. 11. When using encryption. ScreenAgent ScreenAgent does not support Windows Vista environments that use desktop composition (Aero desktop enabled). Product/ Component ScreenAgent Problem Description In Windows XP. 2. the SAMS activity report displays only the first configured CLS. only the scraper capture method is available.NET Framework 2. ScreenAgent In Windows Vista OS. ScreenAgent In Windows Vista OS. For environments with encryption: Pentium 4. RN0505: NICE Perform Release 3 . 7. Works as designed. Hardware Requirements Processor • • • For Pentium III: 700 MHz or higher. ScreenAgent does not support “Fast User Switching” environments. ScreenAgent SAMS Client When ScreenAgent is configured to register to more than one CLS.

cfg) in the SAConfigurationWizard folder. you must uninstall it first.exe from the Release folder. For Windows Vista: Minimum 512 MB (1 GB is recommended). Upgrade from Previous Service Pack There is no upgrade path from ScreenAgent versions prior to 9.Memory • • • • For Windows 2000 professional: Minimum 128 Mb (256 MB is recommended). For Windows XP: Minimum 256 MB (512 MB is recommended). ScreenAgent Installation May 20. Place the generated configuration file (agent.08/9.exe. 2. see the NiceScreen Installation Guide. For detailed information. and follow the online instructions. To set up the ScreenAgent Configuration Wizard: 1. 3. If you have a previous ScreenAgent version installed. This tool enables you to set the most commonly used ScreenAgent parameters in a friendly user interface.exe file from the Release folder. and follow the online instructions.01 or 8. Network TCP/IP 10/100.10 build: • Run Setup. For more information about the ScreenAgent Configuration Wizard.10. Follow the wizard instructions and save the generated configuration. see the NiceScreen Installation Guide. Copy the SAConfigurationWizard folder to a local or a network folder. see the NiceScreen Installation Guide. RN0505: NICE Perform Release 3 . such as 9.Service Pack 3. 2007 7 of 9 . To upgrade from a previous 9. and then run the clean installation.80. For detailed information. Installation Instructions To simplify the installation process of the ScreenAgent. use the ScreenAgent Configuration Wizard. Run SAConfigurationWizard. Clean Installation To run a clean installation: • Run the Setup.

2007 8 of 9 . 2. and install the previous one. please contact your support. Select the ScreenAgent Service Pack. the following prerequisites should be met: • • Microsoft . it is possible for two workstations to have the same IP Address. and click Remove. When upgrading a NICE Perform Release 3 SP3 site.NET Framework 2. The NICE Perform system must be configured for encryption in order to enable screen data encryption. Encryption The option to encrypt data captured by the ScreenAgent is available in an NICE Perform Release 3 SP2 environment.13 Service Pack 2 or higher. In the Start menu. Uninstall To uninstall the Service Pack: 1.Service Pack 3.0 should be installed on the workstation. The site IT is responsible for installing the above-listed packages prior to the ScreenAgent installation. it is possible that two users will have the same OS login name. A certificate that authorizes the workstation to connect to the Key Store Manager (KSM) Server should be installed on the workstation. The installation automatically updates the connection mode. In addition. RN0505: NICE Perform Release 3 . Connection mode to the Interaction Center Server IMPORTANT The ScreenAgent no longer supports two connection modes to the Interaction Center Server (CLS).Updates For the latest available updates (Hot Fixes). Rollback and Uninstall Rollback To perform a rollback. ScreenAgent Encryption May 20. Only one connection mode is now supported: ScreenAgent initiates connection. Site Branch Support In environments where a customer has several site branches that are separated from each other. When installing the ScreenAgent with encryption enabled. you must uninstall the current Service Pack. choose Settings > Control Panel > Add or Remove Programs. you must also upgrade the CLS to version 9.

2007 9 of 9 .cfg file). ScreenAgent from site A registers with the following parameters: IP=10. In the above example. the ScreenAgents in each site should be installed with a unique IdentificationString tag. • RN0505: NICE Perform Release 3 .1.1. i. Both use the same IP Address and register with the same OS Login.1. JOHN@SiteA for the user JOHN from site A and JOHN@SiteB for user JOHN in site B. the Windows User Name should include the “IdentificationString” tag.To enable support for screen recording in such a configuration. you must also do the following: • When defining users in the Users Administrator. the ScreenAgent must be installed with a unique IdentificationString tag in each branch. In this configuration both ScreenAgents will register with the same IP and OSLogin and as a result a conflict will occur.8:2102@SiteB OSLogin=JOHN@SiteB NOTE: In addition to setting the IdentificationString tag in the ScreenAgent installation.8:2102@SiteA OSLogin=JOHN@SiteA ScreenAgent from site B registers with the following parameters: IP=10.1. The IdentificationString tag must be set during installation (the key can be set in the Agent. each one in a different site branch.Service Pack 3. IdentificationString for site B is SiteB. there are two workstations. For example: • • IdentificationString for site A is SiteA. The RCM Channel Mapping should include the IdentificationString.e. ScreenAgent Site Branch Support May 20. To resolve the conflict.