Altigen VRManager User manual
VRManager™
Manual
12/2010
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.
410 East Plumeria Dr.
San Jose, CA 95134
Telephone: 888-AltiGen (258-4436)
Fax: 408-597-9020
E-mail: info@altigen.com
Web site: www.altigen.com
TRADEMARKS
MaxACD, MaxACD Administrator, MaxAgent, MaxSupervisor,
MaxInSight, MaxReports, VRManager, and Enterprise Manager 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. 2010. All rights reserved.
VRManager Manual i
Contents
CHAPTER 1
Installing VRManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Pre-Setup Required for MSDE 2000 . . . . . . . . . . . . . . . . . . . . . . . . 2
Installing VRManager Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Installing VRManager for a Client . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Setting Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CHAPTER 2
Using VRManager Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
VRM Admin Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
User Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Editing a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Changing the Centralized Recording Directory . . . . . . . . . . . 16
CHAPTER 3
Using VRManager Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
VRM Client Main Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Saving Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Export to File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Change Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Edit Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Searching Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Playing Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Displaying Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Media Player Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Report Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
VRManager Manual ii
VRManager Manual 1
C
HAPTER
1
Installing 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
Install VRManager on a different system than the one on which the
MaxACD server is installed.
VRManager requires the following:
• VRManager License installed at the MaxACD system. (You can verify
the licenses when you run MaxAdministrator by selecting License >
License Information.)
• MaxACD server
• Pentium IV 2 GHz (minimum) CPU
• 40 GB available hard drive disk space
•1GBRAM
• IDE RAID 0-1 (minimum) hard drive
•NIC
• Microsoft Windows 2003 SP2 or Windows 2008
• Java 2 Runtime Environment (SE v1.4.2) (VRManager installation
program will install this)
• 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.
2VRManager Manual
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 2003: Devices: Unsigned driver installation
behavior.
• 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
The installation program installs MSDE 2000 and Jservice Loader on your
PC automatically.
VRManager Manual 3
1. Run the Setup program and follow the installation instructions as they
appear on the screen.
2. In the Custom Setup screen, choose to install Voice Record Manager
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.
Installing VRManager for a Client
4VRManager 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. 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.
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 MaxACD 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.
VRManager Manual 5
C
HAPTER
2
Using VRManager Admin
To run VRManager Admin:
1. Choose Start > Programs > VRManager > VRM Admin. The VRM
Admin Login dialog box opens.
2. Enter the VRM Server IP address or server name and Password.
(Default password is 22222.)
3. Check the Save Password checkbox if you want VRM Admin to
remember the password the next time the program is run.
4. Click OK.
Note: Each Windows user has his own VRM Admin login setting.
VRM Admin Window
VRM Admin has five configuration pages:
•User
•Pooling
•Storage
•Log
•MaxACD
6VRManager Manual
User Page
The VRM User page displays the User List for VRManager clients and
shows the workgroups, extensions, and systems that the user can query.
From this page, an administrator can add, edit, and delete users; limit their
queries to certain workgroups, extensions, and systems; change user
passwords; and change the VRM Admin password.
Adding Users
To add a new VRManager Client user:
1. Click the New button.
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