If screen recording is enabled for both your Vonage Contact Center (VCC) account and your individual account, you can record the screen or screens during calls for enabled agents. For more information about Screen Recording, see Screen Recording in Vonage Contact Center.

We support using screen recording when using the Vonage CC Screen Recording desktop application in Windows or macOS.

Screen recording must be enabled for individual agents. If you are not sure screen recording is enabled for you, contact your supervisor. For information about enabling screen recording for individual users, see How do I enable an agent user to record their screen? in Configuring individual users.

In this page

To use Screen Recording, you must install and configure the Vonage CC Screen Recording app. Make sure you install the correct app for your operating system. When you have installed the app and logged in correctly, the application automatically records all screens during a call.

Checking the time on your computer

For screen recordings to work, you need to check the time settings on your computer. Check that your computer's clock is exactly the same as that on the World Clock, and not more than one second fast or slow. If it is fast or slow, you or your system administrator must turn on automatic time synchronization on your computer.

Asynchronized clock

If the time on your clock and the World Clock are not synchronized, the screen recording will not start at the start of the call.

Installing the Vonage CC Screen Recording desktop application for Windows

To install Vonage CC Screen Recording app on Windows, perform the following steps:

  1. Download and double-click to open the Vonage SR app for Windows.
  2. If the security pop-up appears, choose the option to run the program anyway. The Vonage Screen Recording login screen appears.
  3. Go to Logging in to Vonage CC Screen Recording app.

Installing the Vonage CC Screen Recording desktop application for macOS

To install Vonage CC Screen Recording app on macOS, perform the following steps:

  1. Download the Vonage SR app for macOS.
  2. To install the app, double-click the downloaded .dmg file. In the dialog box that appears, drag Vonage Screen Recording Client into Applications.
  3. To allow the app to record your screen, add Vonage Screen Recording Client as a new screen recorder in Security & Privacy. For information, see macOS User Guide.
  4. To open the app, go to Applications and click Vonage Screen Recording Client. If a security pop up appears, click Open. The Vonage Screen Recording login screen appears.
  5. Go to Logging in to Vonage CC Screen Recording app.

Logging in to Vonage CC Screen Recording app

In the Vonage Screen Recording login screen, perform the following steps:

  1. In Region, select the name of the region you are in.

  2. Click Log in.
    • If you are already logged in to your VCC account in this region, a Close your browser to continue message appears. Go to step 4.
    • If you are not currently logged in to your VCC account in this region, the login screen for VCC appears. The screen appears in a new tab of an existing browser window, or in a new window in your default browser. The Screen Recording app window is hidden.
  3. Log in to VCC as normal with your credentials for the region you chose. A Close your browser to continue message appears in the tab or window, indicating that you have logged in successfully.
  4. If you are the first person in your account to install the Vonage CC Screen Recording app, you need to give the application permission to access four areas. If the following screen appears, click Yes, Allow.
    Otherwise you will receive an Authentication successful message.
  5. Close the tab or window.

Installation is complete. The Vonage CC Screen Recording app will work in the background and your screens will be recorded during your calls. You do not need to log in again after restarting the computer.


Support and documentation feedback

For general assistance, please contact Customer Support.

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