Desktop recorder user interface
- Kiss, Mate
Overview
The Verba Desktop Recorder is responsible for recording screen capture videos on the desktop PCs of contact center agents.
Screen recording starts when a conversation is started on the numbers associated with the agent and recording stops when the conversation is terminated. The recorded video is automatically uploaded to the Verba Media Repository where it is precisely combined with the corresponding conversation audio.
The recorder has a minimal user interface on the agent's desktop, designed to ensure the agent is not disturbed during work, but status assessment and troubleshooting are very easy for the IT team.
Conversation popup panel
The conversation popup appears at the beginning of the conversation, and the recording can be paused with the pause button. It also places pause/resume markers at the waveform in the web player.
Taskbar notification icon
The Verba Desktop Recorder presents its current status on the Windows taskbar notification area in the form of an icon.
The following table describes the different icon recorder states:
| Icon | Description |
|---|---|
 | Idle No ongoing screen/audio recording. System is working properly. |
 | Recording Screen/Audio recording in progress. System is working properly. |
 | Paused Screen/Audio recording is paused. System is working properly. |
 | Inactive/Disabled Screen recording is disabled or inactive. Network or configuration problem. |
 | Error Critical error occurred. Desktop recorder is not operational. |
It is possible to disable this icon and make the desktop recorder completely invisible/silent by changing the SilentMode variable through the Verba administration web interface.
Status messages
Users can get detailed status messages by moving the mouse over the Verba icon in the taskbar notification area.
In the tables below <user> means user names, <extX> means phone extensions.
Normal operational states
| Icon status message | Explanation |
|---|---|
| Configuring... | The desktop recorder is being reconfigured by the Verba node manager. |
| Initializing... | The desktop recorder is starting up. |
| Idle username - <ext0>, <ext1> | Everything works properly, the screen recorder is ready for the next conversation. |
| Inactive - Recording is disabled | Everything works properly, but screen recording is administratively disabled (though e.g. API calls). |
| Recording <user> - <ext0>, <ext1> | Screen recording in progress. |
| Paused <user> - <ext0>, <ext1> | Ongoing screen recording is paused (e.g. for PCI DSS compliance reasons). |
Error states
| Icon status message | Explanation | Possible resolution steps |
|---|---|---|
| Inactive - Not connected to database | SQL Server database connection cannot be established. |
|
| Inactive no user - no extensions | User and phone extension are not configured for this desktop recorder. |
|
| Inactive <user> - no extensions | User is configured, but no phone extension is associated. |
|
| Inactive - No recorders configured | No recorder servers are configured. Messages about conversation start and termination will not be received. |
|
| Inactive - Not connected to any recorder | No recorder servers are available. Messages about conversation start and termination will not be received. |
|
| Configuring... | The desktop recorder is being reconfigured by the Verba node manager. | - |
| Initializing... | The desktop recorder is starting up. | - |
| Idle username - <ext0>, <ext1> | Everything works properly, the screen recorder is ready for the next conversation. | - |
| Inactive - Recording is disabled | Everything works properly, but screen recording is administratively disabled (though e.g. API calls). | - |
| Recording <user> - <ext0>, <ext1> | Screen recording in progress. | - |
| Paused <user> - <ext0>, <ext1> | Ongoing screen recording is paused (e.g. for PCI DSS compliance reasons). | - |
| Critical Error | System is in critical error state from which it can not go back to normal operation. |
|