Altigen VRManager User manual

VRManager™

Manual

6/2008 4510-0003-6.0

WARNING!

Toll fraud is committed when individuals unlawfully gain access to

customer telecommunication systems. This is a criminal offense.

Currently, we do not know of any telecommunications system that is

immune to this type of criminal activity. AltiGen Communications, Inc.,

will not accept liability for any damages, including long distance charges,

which result from unauthorized and/or unlawful use. Although AltiGen

Communications, Inc., has designed security features into its products, it is

your sole responsibility to use the security features and to establish security

practices within your company, including training, security awareness, and

call auditing.

NOTICE

While every effort has been made to ensure accuracy, AltiGen

Communications, Inc., will not be liable for technical or editorial errors or

omissions contained within the documentation. The information contained

in this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of the

AltiGen Communications, Inc., License Agreement.

AltiGen Communications, Inc.

4555 Cushing Pkwy.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

MAX Communication Server, MaxAdministrator, MaxCommunicator,

Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer,

Zoomerang, IPTalk, Alti-Mobile Extension, AltiReport, and SuperQ are

trademarks or registered trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

4510-0003-6.0

VRManager Manual i

Contents

CHAPTER 1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

VRManager License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

CHAPTER 2

Installing VRManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Pre-Setup Required for MSDE 2000 . . . . . . . . . . . . . . . . . . . . . . . . 3

Installing VRManager Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Fresh Install . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Upgrade from Previous Version. . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installing VRManager for a Client . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Setting Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

CHAPTER 3

Using VRManager Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

VRM Admin Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

User Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Editing a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Changing the Centralized Recording Directory . . . . . . . . . . . 18

CHAPTER 4

Using VRManager Client . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

VRM Client Main Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Saving Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Export to File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

VRManager Manual ii

Change Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Edit Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Searching Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Playing Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Displaying Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Media Player Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Report Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

VRManager Manual 1

HAPTER

Introduction

About This Manual

This manual provides instructions for installing and using VRManager.

VRManager performs recorded file management — indexing, converting,

tracking, playback, reporting, and other critical functions for call center

customers who would like to keep recorded files for administrative, legal,

or quality assurance purposes.

Requirements

VRManager requires the following:

• VRManager License

• MAX Communication Server (MAXCS) ACC/ACM (6.0 or higher)

• CPU: Pentium IV 2.0 G (minimum)

• Memory: 256 MB

• HD: IDE RAID 0-1 (minimum)

•NIC

• Microsoft Windows 2000/XP/2003

• Java 2 Runtime Environment (SE v1.4.2)

• MDAC (Microsoft Data Access Components) 2.8 or higher version

• Microsoft Internet Explorer 6.0 or later. A minimum installation is

sufficient, and Internet Explorer does not have to be the default

browser.

VRManager License

VRManagerrequiresaVRManager Licenseto beinstalledat theMAXCS

ACC/ACM system.You can verify the licenses when you run

MaxAdministrator by selecting License > License Information.

2VRManager Manual

VRManager Manual 3

HAPTER

Installing VRManager

Install VRManager on a different system than the one on which the

MAXCS ACC/ACM server is installed.

If you are upgrading, you can upgrade from VRManager 5.2 only.

Pre-Setup Required for MSDE 2000

The MSDE 2000 database is installed with the VRManager Setup

program. MSDE 2000 requires certain settings in order to install

successfully. Before running Setup, please ensure the following.

• File and print sharing must be active on your operating system. To

verify:

1. In Control Panel, double-click Network Connections.

2. On the Advanced menu, click Advanced Settings.

3. On the Adaptors and Bindings page, ensure that File and Print

Sharing for Microsoft Networks is selected.

• Make sure that Silently succeed is selected in the local security

options named below.

1. In Control Panel, double-click Administrative Tools.

2. Double-click Local Security Policy.

3. Expand Local Policies.

4. Select Security Options.

5. Ensure that the following option in the right pane is set to Silently

succeed before installing:

• On Windows XP and Windows 2003: Devices: Unsigned

driver installation behavior.

• On Windows 2000: Unsigned non-driver installation

behavior.

4VRManager Manual

• Problems can occur if you use a Terminal Services or Remote Desktop

connection to attempt to install a new instance of MSDE 2000. If

problems are encountered, restart the VRManager Setup program

from the local computer without using Terminal Services or Remote

Desktop.

Installing VRManager Service

To install VRManager service, you will use one of two methods: Fresh

install and Upgrade from previous version.

Fresh Install

If you do a fresh install, the installation program installs MSDE 2000 and

Jservice Loader on your PC automatically.

1. Run the Setup program and follow the installation instructions as they

appear on the screen.

2. Inthe CustomSetupscreen,chooseto installVoiceRecordManager

Service and Voice Record Manager Admin. If you plan to use VRM

Client at this system, also select Voice Record Manager Client. Then

click Next.

After installation, you can run VRManager Admin from Start > Programs

> VRManager > VRM Admin.

VRManager Manual 5

Upgrade from Previous Version

To upgrade from VRManager 5.2:

1. Stop the VRM service.

2. Run the Setup program.

3. Follow the installation instructions as they appear on the screen.

In the Custom Setup screen, choose to install Voice Record Manager

Service and Voice Record Manager Admin. If you plan to use

VRManager Client at this system, also select Voice Record Manager

Client.

Installing VRManager for a Client

6VRManager Manual

Installing VRManager for a Client

To install VRManager for a client system:

1. Run the Setup program and follow the installation instructions as they

appear on the screen.

2. Inthe CustomSetupscreen,chooseto installVoiceRecordManager

Client or Voice Record Manager Admin.

If you install VR Admin on a client system, some Browse buttons

will not appear.

After installation, you can run VRManager Client from Start > Programs

> VRManager > VRM Admin or VRM Client.

Note: If VRManager is run behind a firewall, open TCP port 10040.

(VRManager may not work behind NAT.)

Setting Access Privileges

• The directory of centralized records in the MAXCS ACC/ACM server

must be shared fully with the VRManager user. This user not only

requires privilege to read/write to the shared folder, but also read/write

to the local folder.

• The destination of the backup location must be valid and accessible in

the local computer or remote computer. The user must have full

privilege to read/write to the shared and local folders.

• In Windows 2003 Server, the default setting of the OS security is very

robust, so caution should be used when setting users’ access privileges.

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