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.
Copyright © AltiGen Communications, Inc. 2003. All rights reserved.
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
Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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
Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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
C
HAPTER
1
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
C
HAPTER
2
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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