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.
Copyright © AltiGen Communications, Inc. 2008. All rights reserved.
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
C
HAPTER
1
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
C
HAPTER
2
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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