No sceenshot when clicking on 'agent' in 'View Users'.

[Belinda Frick]

I am recording using USBClients. In AMETHYST Supervisor on the 'View Users' screen, if I click on the agent name under the 'Agent' column I get no screenshot:

amethyst-supervisor-agent.jpg

When I check the AMETHYST Supervisor log, it list the following entries:

Code: Select all

[2011-12-21 10:45:12]  Version [1.6.4.0]Error in GetMonitorShot(10.10.10.95:27006): Socket Error # 111
Connection refused.
[2011-12-21 10:45:57]  Version [1.6.4.0]Error in GetMonitorShot(10.10.10.95:27006): Socket Error # 111
Connection refused.
[2011-12-21 10:46:12]  Version [1.6.4.0]Error in GetMonitorShot(10.10.10.95:27006): Socket Error # 111


Check the following:

• USBClient service must be running on the agent PC.
  
  
• The AMETHYST server must be allowed to connect to the PC to 'collect' the screenshot. Ensure the port is not blocked on the USBClient PC.
  
  Ports needed with USBClient:
  http://forums.datatex.co.za/viewtopic.php?f=6&t=558&p=558&
  
  
• USBClient uses port 27004 for Supervisor screenshot, but AMTClient can use 27006 (as listed in the log entry). If at some point AMTClient ran on this PC, it will be on the CTI list in AMETHYST webadmin.
  
  
  • You need to check that the AMTClient is not running on your USBClient PC - only one of the 2 can run on one PC. Uninstall it.
    
  • AMETHYST Webadmin -> Configure CTI devices -> Click on Delete for the agent in question and the APPLY to activate the delete.
    
  • You can now click on the agent name from the 'View Users' screen in Supervisors and will have the screenshot.