VR Manager.book - Nova Systems, Inc.

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.
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
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CHAPTER 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
• 1 GB RAM
• 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.
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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.
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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.
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Installing VRManager for a Client
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.
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CHAPTER 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
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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.
6
Click the New button.
VRManager Manual
In the New User dialog box, enter a User Name, Password and Password
Confirmation. (The account name is NOT case-sensitive. For example,
VRManager does not differentiate between the name “John” and “john” in
a user account name.)
2.
Click OK.
The new user is displayed in the User List field.
3.
To limit this user’s queries to certain workgroups, extensions, and
systems, select the new user and click the Edit button. Enter the
workgroup numbers in the Workgroup text box, the extension
numbers in the Extension text box, and system IDs in the System ID
text box. Separate entries with a comma. (To allow the user to query
all workgroups or all extensions, leave those text boxes empty.)
Editing a User
To edit a user:
1.
Select the user on the User page and click the Edit button.
2.
Make your changes, and click OK.
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Changing the Admin Password
To change the VRM Admin password:
1.
Click the Change Admin Password button. The Change Admin
Password dialog box opens.
2.
Enter the information in the Old Password, New Password and
Confirm Password fields.
3.
Click OK.
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Pooling Page
The pooling page lets you set the location of the primary storage directory.
Use the Browse button to select the location. VRM Admin pools the newly
recorded files from the MaxACD server, and saves them into the primary
storage directory in the .wav format you select here (G.723.1, GSM, PCM).
Note: The Browse button is not available if VRM Admin is running on a
different server than VRM Service.
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Storage Page
On the Storage page you can set backup conditions for the storage of voice
records.
Select one of the following conditions:
• Automatic delete record without backup - if selected, VRM Admin
will delete records without backing them up. To set additional
automatic delete parameters, select any of the following options:
— Delete records older than x day(s)
— Delete records when free space below x MB
— Delete records when free space below x %
• Schedule Backup - if selected, VRM Admin will automatically back
up, then delete records. To specify backup parameters, select any of
the following options:
— Start when free space below x MB
— Start when free space below x %
Schedule - for detailed settings, click the Details button. In the
Details dialog box, use the drop-down list to select the Schedule
Task (Daily/Weekly/Monthly), use the up/down arrows to select
the Start Time and to define the Daily Schedule (every x days),
10 VRManager Manual
Weekly Schedule (any day in every x weeks), or Monthly
Schedule (any date in every month), then click Apply.
Use the Advanced button to set a Start Date and End Date; or
check the Repeat Task checkbox to set up parameters for a
continuous schedule, then click OK.
Check the Show multiple schedules checkbox to display and set up
more than one schedule. You can add new multiple schedules, then
modify them.
• Backup Storage - enter the location for the backup storage, or use the
Update button to select a new location. If you click the Update button,
the following dialog box opens:
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You can enter a local path or network path. 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. Also, VRManager supports backup to
DVD/RW; simply enter the path for the DVD/RW location.
Note: The Browse button is not available if VRM Admin is running
on a different server than VRM Service.
• Execute Now button - clicking this button will begin backup of
records.
When you have finished setting backup parameters, click Apply or OK.
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Log Page
A log file for the VRM server is created each day named “yyyymmdd.log”
(for example, 20040404.log). A daily report for the VRM server is also
created “yyymmdd.rpt” (for example, 20040404.rpt). The Log window
allows an administrator to set the directory paths for VRM log and report.
Note: The Browse buttons are not available if VRM Admin is running on
a different server than VRM Service.
• Set Log Directory - use the Browse button or enter a path in the field
to specify where you want log files to be saved; check the Delete the
log files older than x days checkbox to delete archived log files.
• Set Daily Report Directory - use the Browse button or enter a path in
the field to specify where you want daily report files to be saved; check
the Delete the log files older than x days checkbox to delete archived
daily report files.
• Send daily report by mail - if you check this option, VRM will send
a report When there is a warning or error or Always. Use the Mail
Configuration button to configure the recipient’s email address. Use
the Test button to send a test email.
Click Apply or OK when finished.
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MaxACD Page
The MaxACD page displays the MaxACD servers and centralized
recording directories that VRManager will access. Here, administrators can
add or delete MaxACD servers, and specify the centralized recording
directory for the specified MaxACD server.
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Adding Servers
To add a new MaxACD server, do the following:
At the MaxACD system
1.
Make sure the Centralized Storage directory is located on the local
drive on the MaxACD system.
2.
Share the storage directory with Full Control to a domain user or local
administrator.
At the VRM Server
1.
In the MaxACD page of VRM Admin, click the New button.The Add
New Server dialog box appears.
2.
Enter the MaxACD Server IP Address, Centralized Recording
Directory (the Share name of the centralized recording folder) , User
Name and Password. Then click OK. If the user account belongs to
an NT domain, you must enter “NTDOMAIN;username” in the User
Name edit box. If the account is local Administrator, just enter
administrator.
After adding a new server, VRM Service immediately checks the MaxACD
server for the VRManager License.
The newly added server is displayed in the MaxACD Server List field.
Note: VRManager starts converting all voice recording data as soon as
the MaxACD server information is added to the MaxACD Server
List.
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Changing the Centralized Recording Directory
To edit a MaxACD server’s location for the centralized recording
directory, highlight the MaxACD server in the server list, then input the
new location in the Centralized Recording Directory field.
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CHAPTER 3
Using VRManager Client
To run VRManager Client:
1.
Choose Start > Programs > VRManager > VRM Client. A Login
dialog box opens
.
2.
Enter the VRM Server IP address or server name, User name and
Password.
3.
Check the Save Password checkbox to have VRM Client remember
the password the next time the program is run.
4.
Click OK.
Note: Each Windows user has his own VRM Client login setting.
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VRM Client Main Window
VRM Client Main Window
When you start VRM Client, the first window you see is the VRM Client
main window.
At the top is a menu bar, and below is a quick-access toolbar. At the bottom
is a scroll bar for viewing the display columns.
Note: Each Windows user has his own VRM Client display column in the
main window.
Menu Bar
Using the menus, you can perform the following functions:
• File – Save As, Export to File, Change Password, Exit
• Edit – Search, Play, Display Column, Option
• Report – Generate report
• Help – VRM Client version information
18 VRManager Manual
VRM Client Main Window
Quick Access Toolbar
The toolbar contains buttons that are menu shortcuts:
Saves the selected voice recording
to a specified location
Opens Report
Generation dialog box
Opens client
version
information
Opens search
options
Plays the
selected voice
recording
File Menu
Saving Files
To save a file, click on a voice record in the main window to highlight it,
and click the Save As button. OR, right-click on a voice record, and select
Save As. OR, click on a voice record to highlight it, and choose File > Save
As from the main menu.
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VRM Client Main Window
Export to File
To export search results to a tab-separated text file (.txt), choose File >
Export To File from the main menu, OR right-click the search results list
and choose Export To File.
Change Password
To change your password:
1.
Choose File > Change Password from the main menu.
2.
In the Change User Password dialog box, enter the necessary
information in the Old Password, New Password and Confirm
Password fields, then click OK.
The new password applies at the next log in.
20 VRManager Manual
VRM Client Main Window
Edit Menu
Searching Voice Records
To search voice records, choose Edit > Search or click the Search button
in the toolbar. In the Search dialog box, you can search based on the
following conditions:
The relational symbols for each condition include:
= (equal)
< (greater than)
> (less than)
>= (less than or equal to)
<= (greater than or equal to)
<> (not equal)
like (look for sub-string)
btwn (between)
in—searches the results in sets; for example, CallerID “In” “101 AND
102” means CallerID equals 101 or CallerID equals 102.
Notes
• The date/time format is the same as the system format of the operating
system.
• Typing “OR” in upper case in the edit box means “or.”
• Typing “AND” in upper case in the edit box means “and.”
• To leave out a condition, leave the edit box empty.
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VRM Client Main Window
• Only the Comment column will be editable directly from the main
view window.
Searching for All an Extension’s Voice Records
If you query a specified extension’s voice records and in that query you also
specify a workgroup, the query results show only the extension’s voice
records related to the workgroup. The results do not show non-workgroup
voice records.
If you want the query results to display all voice records for that extension,
leave the WorkGroup field blank.
Playing Voice Records
To play a voice record:
Click on a voice record in the main window to highlight it, and click the
Play button. OR, right click on a voice record and select Play. OR, click on
a voice record to highlight it, and choose Edit > Play from the main menu.
Note: Deleted voice files are not played.
Displaying Columns
You can select which columns you want displayed in the main view
window. These are the column headers you can select from:
• ID
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VRM Client Main Window
• Callee ID
• Session ID
• Caller ID
• DNIS
• Workgroup
• Length
• Date
• State—there are three states that a record file can be in:
— Delete - if in this state, a record cannot be played or saved.
— Backup - if in this state, you must manually put the right backup
media in the path if you back up the record and remove it.
— Normal - if in this state, the file can be played or saved.
• Comment
To select columns for display:
1.
Choose Edit > Select Column.
The Select Column dialog box opens. The fields in the Visible list are
displayed as columns under the VRM toolbar.
.
2.
Use the arrow keys (< or >) to move a field from one list to the other.
You can use the << or >> buttons to move the entire group of fields
from one list to the other.
3.
Click OK when finished.
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VRM Client Main Window
Sorting
In the main view window, you can click on a specific column heading to
sort records in ascending or descending order on that field. You can use the
scroll bar at the bottom of the window to view all the displayed columns.
Media Player Option
VRM client plays the selected file using a media player defined by the user.
If the media player is not defined, VRManager does not play the file, and
instead opens the Media Player Location dialog box so you can assign a
media player. You can also select the media player by going to Edit >
Option. In the Option dialog box, select the Media Player Location by
typing the path in the field or using the browse button (...), then click OK.
Report Menu
You can generate reports based on agent, workgroup, DNIS or date.
To generate a report:
1.
Choose Report from the main menu or click the Report button. The
Report Generation dialog box opens.
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VRM Client Main Window
2.
In the Report Generation dialog box, click the Down arrow to select
From and To dates from a calendar.
3.
Select one of the following format options:
• Group by Agent Extension—select Callee ID or Caller ID, or
both, and enter the agent’s extension in the field.
• Group by Workgroup—enter the workgroup number in the
Workgroup field.
• Group by DNIS—enter the DNIS number in the DNIS field.
• Group by Day (Daily Summary)—formats report based on date
period summary for each day.
4.
Click OK.
5.
VRM Client generates a separate Report window displaying the
selected report parameters. From there, you can select Print Setup,
Preview, Print, or Export (as a tab-separated text file).
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VRM Client Main Window
26 VRManager Manual
Index
Index
I
installing VRManager 1
L
A
adding
client users 6
servers 15
admin password, changing 8
automatic delete record without
backup 10
B
M
MaxACD page 14
media player, assigning
24
N
backup 4, 12
location 4, 12
schedule 10
storage 11
NAT and VRManager
4
P
C
centralized recording directory,
changing 16
changing
admin password 8
centralized recording
directory 16
client password 20
client users, adding 6
column display 22
D
deleting records 10
displaying columns 22
E
Execute Now button
export to file 20
license, VRManager 2
log file, configuring 13
login, VRM Client 17
12
F
firewall, running VRManager
behind 4
password
changing admin 8
changing client 20
playing voice records 22
privileges 4
R
records
playing 22
searching 21
sorting 24
reports, generating 24
requirements, VRManager
1
S
saving files 19
schedule backup 10
search symbols 21
searching voice records 21
servers, adding 15
sorting records 24
storage
backup 11
directory, setting 9
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Index
T
toolbar
19
V
voice records
playing 22
searching 21
VRM Admin
log page 13
MaxACD page 14
pooling page 9
storage page 10
user page 6
VRM Client
edit menu 21
file menu 19
generating reports 24
login 17
VRManager
configuring 5
installing 1
license 2
requirements 1
VRManager Admin
using 5
VRManager Client
using 17
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