Altigen VRManager User manual

VRManager™

Manual

MAX Communication Server

Release 6.7

April 2012

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

MAX Communication Server, MaxAdministrator, MaxCommunicator,

MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall,

Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer,

Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, 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.

VRManager Manual i

Contents

CHAPTER 1

Installing VRManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

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

Pre-Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Installing VRManager Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Fresh Install. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Upgrade from Previous Version . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installing VRManager for a Client . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Setting Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

CHAPTER 2

Using VRManager Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

VRM Admin Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

User Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Editing User Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Changing the Admin Password . . . . . . . . . . . . . . . . . . . . . . . . 7

Pooling Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Storage Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Log Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

AltiWare ACC or ACM Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Adding Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Changing the Centralized Recording Directory . . . . . . . . . . . 13

CHAPTER 3

Using VRManager Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

VRM Client Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

File Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Saving Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Export to File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Change Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Edit Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Searching Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

VRManager Manual ii

Playing Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Displaying Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Media Player Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Report Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

VRManager Manual 1

HAPTER

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 MAXCS

ACC/ACM server is installed.

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

VRManager requires the following:

•VRManager License installed at the MAXCS ACC/ACM system. (You

can verify the licenses when you run MaxAdministrator by selecting

License > License Information.)

•MAX Communication Server (MAXCS) ACC/ACM (6.7 or higher)

•Pentium IV 2 GHz (minimum) CPU

•40 GB available hard drive disk space

•1 GB RAM

•IDE RAID 0-1 (minimum) hard drive

•NIC

•Microsoft Windows 2003 SP2, Windows 2008, or Windows 2008 R2

•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

The SQL 2008 Express database is installed with the VRManager Setup

program.

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 SQL 2008 Express. 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 SQL 2008 Express

and Jservice Loader on your system automatically.

VRManager Manual 3

1. Run the Setup program and follow the 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.

Upgrade from Previous Version

To upgrade from VRManager 5.2 or above:

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.

4VRManager Manual

Installing VRManager for a Client

To install VRManager for a client system:

1. Run the Setup program and follow the instructions 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 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.

VRManager Manual 5

HAPTER

Using VRManager Admin

To run VRManager Admin:

1. Choose Start > Programs >VRManager >VRM Admin.

2. Enter the VRM Server IP address or server name and Password. (The

default password is 22222.)

3. Check the Save Password checkbox if you want VRM Admin to

remember the password the next time the program runs.

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

•AltiWare ACC/ACM

User Page

The VRM User page shows 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.

6VRManager Manual

Adding Users

To add a new VRManager Client user:

1. Click New.

Enter a User Name, Password and Password Confirmation. (The

account name is not case-sensitive.)

2. Click OK. The new user appears in the User List field.

3. To limit this user’s queries to certain workgroups, extensions, and

systems, select the new user and click Edit. Enter the workgroup

numbers, the extension numbers, and system IDs. Separate entries

with a comma. (To allow the user to query all workgroups or all

extensions, leave those text boxes empty.)

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