Altigen VRManager User manual

VRManager™

Manual

9/2005 4500-5002-5.0B

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

AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiReach, AltiLink,

AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayer, Zoomerang, Alti-

Mobile Extension, SuperQ, IPTalk and VRManager are trademarks or

registered trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

9/2005 4500-5002-5.0B

VRManager i

Contents

CHAPTER 1

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

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

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

VRManager License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

CHAPTER 2

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

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

Installing VRManager for a System Administrator . . . . . . . . . . . . . 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

Changing the Admin Password . . . . . . . . . . . . . . . . . . . . . . . . 9

Pooling Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Storage Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Log Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

AltiWare ACM Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Adding Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Changing the Centralized Recording Directory . . . . . . . . . . . 17

VRManager ii

CHAPTER 4

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

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

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

Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Saving Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Export to File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Change Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Edit Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Searching Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Playing Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Displaying Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Media Player Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Report Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

VRManager 1

HAPTER

Introduction

About This Manual

This manual provides instructions for installing and using VRManager.

VRManager is designed to facilitate the use of AltiContact Manager’s

centralized recording capabilities. This application 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

• AltiWare AltiContact Manager (5.0 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)

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

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

browser.

2VRManager

VRManager License

VRManager requires a VRManager License to be installed at the

AltiWare ACM system.You can verify the licenses when you run ACM

Admin by selecting About ACM Admin on the Help menu, then clicking

the License Information button to view a window that displays licenses

and session information.

VRManager 3

HAPTER

Installing VRManager

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

AltiWare ACM Server is installed.

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

• 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 for a System

Administrator

To install VRManager for a system administrator, you will use one of two

methods: Fresh install and Upgrade from previous version which

supports MySQL.

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.

Figure 1. Custom Setup - VRM Admin

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

Service and Voice Record Manager Admin, then click Next.

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

> VRManager > VRM Admin.

VRManager 5

Upgrade from Previous Version

If you upgrade from VRManager 5.0A, which uses MySQL, Setup installs

VRManager and MSDE 2000 on your PC automatically. Then, in order to

access existing data from the new version of VRM Client, you need to

execute two more steps to convert the existing MySQL data to the new

MSDE 2000 after installation.

To upgrade from a previous version:

1. Stop the VRM service, and run the Setup program.

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

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

Service and Voice Record Manager Admin, then click Next.

4. After installation is complete, download and install ODBC Driver for

MySQL. The driver can be found at www.mysql.com.

5. In the DOS Command Prompt window, execute

\AltiGen\AGJservices\bin\DBUpdate.exe file.

All your existing data is converted into the new database

automatically after execution, and you can use the new version of

VRM Client to search data.

6VRManager

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.

Figure 2. Custom Setup - VRM Client

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

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.

Setting Access Privileges

• The directory of centralized records in 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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