Altigen | AltiContact Manager Version 5.0A | VR Manager.book

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, AltiMobile 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
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
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CHAPTER 4
Using VRManager Client . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
VRM Client Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Saving Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Export to File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Change Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Edit Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Searching Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . .
Playing Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Media Player Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Report Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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20
20
21
22
22
23
23
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24
25
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CHAPTER 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.
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1
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.
2
VRManager
CHAPTER 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.
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3
• 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.
4
VRManager
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.
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5
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.
6
VRManager
CHAPTER 3
Using VRManager Admin
Login
To run VRManager Admin:
1.
Choose Start > Programs > VRManager > VRM Admin. The VRM
Admin Login dialog box opens.
Figure 1. VRM Admin Login
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
• AltiWare ACM
VRManager
7
User Page
The VRM User page displays the User List for VRManager clients. Here,
an administrator can add or delete users, change user passwords, and
change the VRM Admin password.
Figure 2. VRM Admin - User page
Adding Users
To add a new VRManager Client user:
1.
Click the New button.
2.
In the New User dialog box, enter a User Name, Password and
Password Confirmation, then click OK. (The account name is NOT
case-sensitive. For example, VRManager does not differentiate
between the name “John” and “john” in a user account name.)
Figure 3. Add New User
The new user is displayed in the User List field.
8
VRManager
Before the user can access VRManager Admin, the system administrator
needs to install VRManager Client on the user’s system.
Changing the Admin Password
To change the VRM Admin password:
1.
Click the Change Admin Password button. The Change Admin
Password dialog box opens.
Figure 4. Change Admin Password
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 AltiWare server, and saves them into the primary
storage directory in the .wav format you select here (G.723.1, GSM, or
PCM).
Figure 5. VRM Admin - Pooling Page
Note: The Browse button is not available if VRM Admin is running on a
different server than VRM Service.
10 VRManager
Storage Page
On the Storage page you can set backup conditions for the storage of voice
records.
Figure 6. VRM Admin - Storage Page
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),
VRManager
11
Weekly Schedule (any day in every x weeks), or Monthly
Schedule (any date in every month), then click Apply.
Figure 7. Details dialog box
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.
Figure 8. Advanced dialog box.
Check the Show multiple schedules checkbox to display and set up
more than one schedule. You can add new multiple schedules, then
modify them.
12 VRManager
• 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:
This can be 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.
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.
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13
Note: The Browse buttons are not available if VRM Admin is running on
a different server than VRM Service.
Figure 9. VRM Admin - Log page
• 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.
14 VRManager
AltiWare ACM Page
The AltiWare ACM page displays the AltiContact Manager servers and
centralized recording directories that VRManager will access. Here,
administrators can add or delete ACM servers, and specify the centralized
recording directory for the specified ACM server.
Figure 10. VRM Admin - AltiWare ACM page
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15
Adding Servers
To add a new ACM server, do the following:
At the AltiServ system
1.
Make sure the Centralized Storage directory is located on the local
drive on the AltiServ system.
2.
Share the storage directory with Full Control to a domain user or local
administrator.
At the VRM Server
1.
In the AltiWare ACM page of VRM Admin, click the New
button.The Add New Server dialog box appears.
Figure 11. Add New Server
2.
Enter the ACM 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 AltiWare
server for the VRManager License.
The newly added server is displayed in the AltiWare ACM Server List
field.
Note: VRManager starts converting all voice recording data as soon as
the ACM Server information is added to the AltiWare ACM Server
List.
16 VRManager
Changing the Centralized Recording Directory
To edit an ACM server’s location for the centralized recording directory,
highlight the ACM server in the server list, then input the new location in
the Centralized Recording Directory field.
VRManager
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18 VRManager
CHAPTER 4
Using VRManager Client
Login
To run VRManager Client:
1.
Choose Start > Programs > VRManager > VRM Client. A Login
dialog box opens.
Figure 1. VRM Client Login
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
When you start VRM Client, the first window you see is the VRM Client
main window.
Figure 2. 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
20 VRManager
Quick Access Toolbar
Figure 3. Quick Access Toolbar
The toolbar contains buttons that are menu shortcuts:
Save As. Saves the selected voice recording to a specified
location.
Search. Opens the Search dialog box.
Play. Plays the selected voice recording.
Report. Opens the Report Generation dialog box.
About. Opens VRM Client version information.
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21
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.
Figure 4. Saving a Voice Record
22 VRManager
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.
Figure 5. 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.
Figure 6. Change User Password
The new password applies at the next log in.
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23
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:
Figure 7. Search dialog box
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
•
Typing “OR” in upper case in the edit box means “or.”
•
Typing “AND” in upper case in the edit box means “and.”
24 VRManager
•
To leave out a condition, leave the edit box empty.
•
The date/time format is the same as the system format of the operating
system.
•
Only the Comment column will be editable directly from the main
view window.
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.
Figure 8. Playing Voice Records
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
• Callee ID
• Session ID
• Caller ID
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• 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..
Figure 9. Select Column dialog box
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.
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.
26 VRManager
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.
Figure 10. Option dialog box
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.
Figure 11. Report Generation dialog box
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:
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• Group by Agent Extension - enter the extension in the Callee ID
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).
Figure 12. Report Results
28 VRManager
Index
Index
L
license, VRManager 2
log file, configuring 13
login, VRM Client 19
A
adding
client users 8
servers 16
admin password, changing 9
AltiGen Communications
contact information ii
AltiWare ACM page 15
automatic delete record without
backup 11
B
M
media player, assigning
27
P
password
changing admin 9
changing client 23
playing voice records 25
privileges 6
R
backup 6, 13
location 6, 13
schedule 11
storage 13
records
playing 25
searching 24
sorting 26
reports, generating 27
requirements, VRManager
C
centralized recording directory,
changing 17
changing
admin password 9
centralized recording
directory 17
client password 23
client users, adding 8
column display 25
S
D
saving files 22
schedule backup 11
search symbols 24
searching voice records 24
servers, adding 16
sorting records 26
storage
backup 13
directory, setting 10
deleting records 11
displaying columns 25
T
toolbar
E
Execute Now button
export to file 23
13
I
installing VRManager
3
1
21
V
voice records
playing 25
searching 24
VRM Admin
VRManager Manual
29
Index
AltiWare ACM page 15
log page 13
pooling page 10
storage page 11
user page 8
VRM Client
edit menu 24
file menu 22
generating reports 27
login 19
VRManager
configuring 7
installing 3
license 2
requirements 1
VRManager Admin
using 7
VRManager Client
using 19
VRManager Manual
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