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.
Copyright © AltiGen Communications, Inc. 2012. All rights reserved.
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
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 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
C
HAPTER
2
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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