Document toolboxDocument toolbox

How to Record an Issue

Owned by Derek Mannino (Unlicensed)
Last updated: Oct 27, 2017 by Philip Murphy (Unlicensed)
3 min read

How to Record an Issue for CallPotential Support

Table of Contents

Can

1. Download Recording Software


Click the following link to download our screen recording software.

http://download.callpotential.com/recorder.exe

Once the file is downloaded, if you are in Google Chrome, the downloaded file will automatically appear at the bottom left corner of the browser.

From here, you will want to click the file to run the installation. After you click the file, follow the prompts to install the software. Once the installation is complete, you will now have a copy of the software on your computer, and can begin recording your screen.

3. Open the Program

Now that the program is on your computer, you will want to open it up so you can begin recording. In order to do this, you will want to navigate to your desktop, and double-click the icon titled "Screen Recorder" (1).

4. Select the Monitor, Frame Rate, and Codec

YOU MUST CHANGE THESE SETTINGS:  Set the following to configure the recording:

  1. Monitor - Needs to be the monitor where you're going to have callpotential open! If you just have one monitor, the default will be fine.
  2. Codec - Needs to be set as to "Xvid MPEG -4 Codec"
  3. Frame Rate - Needs to be set to 8. 

These settings will ensure that the correct file type is used.  If these settings aren't set then the file will be unusable.

5. Run the Screen Recorder (4 hours MAXIMUM)

You will now want to click "Start Recorder" to Start the recording. KEEP IN MIND that this recording will work for 4 hours. So after 4 hours of recording, you will want to STOP the recording by double-clicking the icon again, closing the video that pops up, and clicking "Start Recording" again.

6. Open the Developer Tools - Console Window and Resize to your Liking

  

In order to ensure we capture the correct information when the issue pops up, once you are logged in to the agent interface, you will want to hit CTRL + SHIFT + J to pull up the console window.

You can then resize the console window by hovering on the edge between the console and the agent screen and pulling it all the way to the side to reach its minimum size.  

OPTIONAL:  If you prefer the console to be located on the Right/Left/Bottom you can change its location by clicking the  in the top corner of the console. and then selecting one of the Dock locations.

You just want to make sure that this console window is visible, so that we can pull the recording and see the console errors that pop up!

7. What to do When the Issue Comes up

Make sure that you look at the clock to determine the time the issue took place. Then, click the "Chat Now" button at the bottom corner of the screen, and let a support agent know that you have captured an issue on recording. Let the agent know what the issue was and what time it happened, and they can pull the recording to view the issue taking place.