Verint Content Producer Installation and Upgrade Guide

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Content Producer

Installation and Upgrade Guide

Version 11.1

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2,627,064; CA 2,628,553; EP 1096382; EP 1248449; EP

1284077; DE 1284077; FR 1284077; DE 833489; FR 833489;

GB 833,489; GB 2374249; IE 84821; IE 85519; IL 13532400;

NZ 534642; ZL 200520118289.3; ZL 200520118288.9; ZL

200520118287.4; USPN D606,983; USPN RE40,634; USPN

RE41,534; USPN RE41,608; AU 2003214926; CA 2,474,735; CA

2,563,960; CA 2,564,127; CA 2,564,760; CA 2,567,232; CA

2,623,178; CA 2,627,060; CA 2,627,064; CA 2,628,553; EP

1096382; EP 1248449; EP 1284077; DE 1284077; FR 1284077;

DE 833489; FR 833489; GB 833,489; GB 2374249; IE 84821;

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Applications: US 10/061,491; US 10/467,899; US 10/633,357;

US 11/166,630; US 11/345,587; US 11/359,195; US

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US 11/359,532; US 11/361,208; US 11/388,944; US

11/394,408; US 11/394,410; US 11/394,794; US 11/395,759;

US 11/475,683; US 11/477,124; US 11/478,714; US

11/479,056; US 11/479,267; US 11/479,506; US 11/479,899;

US 11/509,549; US 11/509,550; US 11/540,107; US

11/540,185; US 11/540,320; US 11/540,900; US 11/540,902;

US 11/567,808; US 11/567,852; US 11/583,381; US

11/608,340; US 11/608,350; US 11/608,358; US 11/616,490;

US 11/621,134; US 11/691,530; US 11/692,983; US

11/693,828; US 11/693,923; US 11/693,933; US 11/712,933;

US 11/723,010; US 11/742,733; US 11/752,458; US

11/776,659; US 11/824,980; US 11/831,250; US 11/831,257;

US 11/831,260; US 11/831,634; US 11/844,759; US

11/872,575; US 11/924,201; US 11/937,553; US 11/959,650;

US 11/968,428; US 12/015,375; US 12/015,621; US

12/053,788; US 12/055,102; US 12/057,442; US 12/057,476;

US 12/107,976; US 12/118,789; US 12/118,792; US

12/164,480; US 12/245,781; US 12/326,205; US 12/351,370;

US 12/416,906; US 12/464,694; US 12/466,673; US

12/483,075; US 12/497,793; US 12/497,799; US 12/504,492;

US 12/539,640; US 12/608,474; US 12/628,089; US

12/630,030; US 12/684,027; US 12/686,213; US 12/708,558;

US 12/725,127; US 12/753,137; US 12/762,402; US

12/768,194; US 12/792,796; US 12/840,227; US 12/840,233;

US 12/852,144; US 12/879,868; US 12/887,059; US

12/887,089; US 12/888,445; US 12/891,620; US 12/915,868;

US 12/915,941; US 12/916,006; US 12/940,508; US

12/942,111; US 12/964,891; US 13/005,996; US 13/008,283;

US 13/011,870; US 13/011,871; US 13/016,998; US

13/036,923; US 13/096,145; US 13/096,148; US 13/096,153;

US 13/114,620; US 13/149,655; US 13/155,343; US

13/182,672; US 13/187,438; US 13/189,514; and other U.S. and International Patents and Patents Pending.

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Document Revision 1.00

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C o n t e n t s

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Pre-Installation Requirements and Prerequisites . . . . . . . . . . . . . . . . . . . . . . 6

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Content Producer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Installation Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Installing Content Producer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Installing Content Producer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Installing Content Producer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Installing Microsoft DirectX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Activating and Registring Your License . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Activating and Registering a License on a Desktop with an Internet Connection . . . . . . . 18

Activating and Registering a License on a Desktop without an Internet Connection . . . . . 20

Setting Preferences in Content Producer . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Upgrading Content Producer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Checking For and Upgrading to the Most Recent Content Producer Release. . . . . . . . . . . . 25

Checking for and upgrading to the most recent Content Producer release . . . . . . . . . . . 26

Upgrading From Pre-7.8.x Versions of Content Producer . . . . . . . . . . . . . . . . . . . . 27

P r e f a c e

About This Guide

The Content Producer Installation and Upgrade Guide describes how to install or upgrade the Content Producer application. Content Producer is used to create slides and clips for use as training material that can be used with your organization’s eLearning system.

Intended Audience

This guide is designed to be used by: z

Verint and Business Partner professional services staff responsible for planning and setting up systems.

z z z z

Customers’ IT staff responsible for system maintenance.

Instructional Content Developers

Managers and Supervisors eLearning Administrators

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We strive to produce the highest quality documentation products and welcome your feedback. If you have comments or suggestions about our guides or online help, you can email us. Please include the following information with your feedback: z

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Please send your messages to [email protected]

The email address is only for documentation feedback. If you have a technical question, please contact Technical Support.

Technical Support

Our goal at Verint Systems is to provide you with the best products backed by a highquality support network with a variety of resource options. Verint Systems Technical

Support services include email and telephone support.

To learn more about the support options that best suit your needs, visit us at verint.com/EISsupport .

Verint University

In addition to documentation, online Help, and support services, Verint Systems also offers both classroom-based and online learning alternatives to suit your specific needs.

To learn more about available training options from Verint Systems, visit us at verint.com/training .

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C h a p t e r 1

Pre-Installation

Requirements and

Prerequisites

This chapter provides a brief overview of the Content Producer application, and describes system requirements and installation prerequisites to ensure the successful installation and operation of the application.

This chapter contains the following sections: z

Overview , page 7

z z z

Content Producer Components , page 7

System Requirements , page 7

Installation Prerequisites , page 8

Chapter 1 - Pre-Installation Requirements and Prerequisites Overview

Overview

Content Producer is comprised of authoring, editing, and conversion tools to develop learning clips that engage your audience and provide educational information about a specific topic.

Content Producer is used as a standalone product.

If you use Content Producer with the Impact 360 suite, you can create clips from recorded segments of customer interactions captured by such applications as Quality

Monitoring 10 SP3 or later, Impact 360 Recording, or Quality Monitoring 11. You can then deliver the learning clips via the eLearning Lesson Management system.

Content Producer Components

Content Producer has two components: z

Content Producer Author

Use this component to create/publish clips.

Content Producer Editor

Use this component to import/record audio or video contact files (WAV or AVI).

Consult your Content Producer User Guide for details on using Content Producer and its components.

System Requirements

Software Requirements

Operating systems supported: z

Microsoft Windows 7 z z

Microsoft Vista

Microsoft Windows XP Professional 32-bit version, Service Pack 2

Microsoft Windows 2003 Standard Edition 32-bit version, Service Pack 2 z z

Microsoft Windows 2000 Professional 32-bit version, Service Pack 4

Other software z

Microsoft DirectX9C - Will be installed as part of Windows XP Service 2 or later. For earlier OS versions, you will need to manually install DirectX.

Adobe® Flash® Player plugin version 7 or later (version 10.x) for viewing

Content Producer clips

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Chapter 1 - Pre-Installation Requirements and Prerequisites Installation Prerequisites z

SEE ALSO

Verint Playback: Required if you want to produce clips with interactions from

Quality Monitoring 10 SP3 or Quality Monitoring 11. (This package is not required for interactions from Quality Monitoring 7.8 SP1.) Prior to installing this package, you must install:

Microsoft Visual C+++ 2008 runtime (not SP1)

Microsoft .NET Framework 2.0

Microsoft XML (MSXML) 4.0 SP3

Microsoft DirectX 9C or later

For information about how to install the

Verint Playback, see the

Impact 360

Desktop Deployment Reference and Installation Guide

z z z

Harware Requirements

Intel PIII/AMD K6 550 MHz. For optimal performance, the following is recommended: Intel P4, Intel Centrino, Intel Xeon, or Intel Core Duo (or compatible)

512+ MB RAM (1GB Recommended for optimal performance)

16 Bit+ Video card - 800x600 minimum resolution (1024x768 recommended)

5+ GB Hard Drive with 500+ MB free disk space

Browsers Supported

Microsoft Internet Explorer 8.0

Microsoft Internet Explorer 7.0

Microsoft Internet Explorer 6.0, Service Pack 2 for Windows XP

Microsoft Internet Explorer 6.0, Service Pack 1 for Windows 2003

Media Formats Supported

Content Producer Author supports the following formats: JPG, GIF, TIFF, BMP,

PNG, MP3, AIFF, AU, SWF(Created in Adobe® Flash® Editor version 8 or earlier)

Content Producer Editor supports the following formats: AVI, WAV

Installation Prerequisites

To install Content Producer, the following is required: z

Content Producer installation file

Available on the Impact 360 Desktop Applications Installation media or from the

Verint Portal’s Impact 360 Version 11 Tools folder.

Alternatively, you can download the latest version from the customer support site at http://producerservices.verint.com/ and click the Content Producer 11.1.0 Installer link.

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Chapter 1 - Pre-Installation Requirements and Prerequisites Installation Prerequisites z z

License code

The license code is required to activate Content Producer after installation. You will receive the code with your Impact 360 Version fulfillment package.

Internet access for registering Content Producer and upgrading to newer versions

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C h a p t e r 2

Installing Content Producer

This chapter describes how to install Content Producer, once you have received a licensed version of the product.

This chapter contains the following sections: z

Installing Content Producer , page 11

z z

Activating and Registring Your License , page 17

Activating and Registering a License on a Desktop without an Internet Connection , page 20

Chapter 2 - Installing Content Producer Installing Content Producer

Installing Content Producer

The Content Producer installation file and the license code are included with your Impact

360 fulfillment package or, alternatively, you can download the installation file from our support site at this URL address: http://producerservices.verint.com

For more details on system requirements and prerequisites prior to installation, see

Chapter 1 “Pre-Installation Requirements and Prerequisites”

Once the installation is complete, you must activate Content Producer’s license. You can also use Content Producer’s Preferences options to configure the application.

See: z

Installing Content Producer , page 12

Activating and Registring Your License , page 17

Activating and Registering a License on a Desktop without an Internet Connection , page 20

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Chapter 2 - Installing Content Producer Installing Content Producer

Installing Content Producer

NOTE

If you have the Verint Multimedia Support Package 9.3 application installed on your system, uninstall the application before starting the Content Producer installation. If you do not uninstall this package, you will be prompted during the Content Producer installation to remove it before continuing with the installation.

NOTE

If, during the course of the installation, Content Producer detects that you do not have Microsoft

DirectX installed, you are prompted to install the Microsoft DirectX. For details, see

“Installing

Microsoft DirectX” on page 16.

Access the Content Producer license file in your fulfillment package DVD and select the Content Producer installer file.

NOTE

Alternatively, you can open the support site at http://producerservices.verint.com/ and click the Content Producer 11.1.0 Installer link.

In the CD’s file directory, locate and double-click the ContentProducer11.1.0.exe file.

The first window in the Installation Wizard window is displayed.

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Chapter 2 - Installing Content Producer

Click Next.

The License Agreement window is displayed.

Installing Content Producer

On the License Agreement window, click I accept the agreement option, and then click Next.

The Select Destination Directory window is displayed.

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Chapter 2 - Installing Content Producer Installing Content Producer

If you want to change the default destination, click the Browse button, navigate to and then select another directory in which you want to store the program files. Click

Next.

The Select My Clips Directory window is displayed.

If you want to change the default destination for clip files generated by Content

Producer, navigate to and select another directory. Click Next.

The Enter the URL for the Impact 360 window is displayed.

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Chapter 2 - Installing Content Producer Installing Content Producer

If you want to configure Content Producer to automatically populate lesson information on the Impact 360 eLearning Lesson Details page, type the URL for the

Impact 360 suite. Click Next.

NOTE

After Content Producer is installed, you can add or modify the Impact 360 suite

URL in Content Producer Author. Click Edit > Preference > Advanced.

The Select Start Menu Folder window is displayed.

If you want to change the default Start Menu folder in which Content Producer’s shortcuts are saved, select a folder from the list box. Click Next.

The File Associations window is displayed.

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Chapter 2 - Installing Content Producer

Click Next.

The Select Additional Tasks window is displayed.

Installing Content Producer

10 Click Next.

The installation process begins, and its progress is displayed on the Installing window. When the process is complete, click Finish to end the installation.

NOTE

If your system has the Verint Multimedia Support Package 9.3 application installed, a warning message appears during the installation to indicate that you must first uninstall this application before resuming your installation.

Once the installation is complete, shortcuts for Content Producer components appear on your desktop, as follows: z z

Content Producer Author

Content Producer Editor

You can also access Content Producer components by clicking Start > Content

Producer.

11 To activate your license, see

“Activating and Registring Your License” on page 17.

Installing Microsoft DirectX

If Content Producer detects you do not have Microsoft DirectX installed or your system requires an updated version of DirectX, the Welcome to setup for DirectX window opens:

To install Microsoft DirectX

Click the I accept the agreement button to confirm you accept the terms of the licensing agreement, and then click Next.

The Installing Microsoft DirectX window is displayed, indicating that components are downloading, and showing the time left for the process to complete. It may take several minutes.

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Chapter 2 - Installing Content Producer Installing Content Producer

When the process is complete, click Next to open the Restart Computer window.

When you are ready to restart your computer, click Finish.

Activating and Registring Your License

Once you install Content Producer, you need to activate and register your license.

See...

If you are activating and registering your license on a desktop...

with an Internet connection without an Internet connection

“Activating and Registering a License on a

Desktop with an Internet Connection” on page 18.

“Activating and Registering a License on a

Desktop without an Internet Connection” on page 20.

NOTE

If you are accessing the Internet using a proxy server, you need to set proxy server preferences first, so that you can activate your license, receive updates, and access Content Producer Help and support site. For details, see

Step 5

in the

procedure “Setting Preferences in Content Producer” on page 22.

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Chapter 2 - Installing Content Producer Installing Content Producer

Activating and Registering a License on a Desktop with an

Internet Connection

Click Start > Content Producer > Content Producer Author.

The Content Producer main window opens.

In the left pane, select License Activation.

The License Activation dialog box opens.

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Chapter 2 - Installing Content Producer Installing Content Producer

In the License Code box, type the license code that you received, and then click

Next. If you entered the code correctly, the Registration dialog box opens.

Type the appropriate details in the dialog box, and then click Next.

A progress window is displayed, and if the activation is successful, the window refreshes with the Successful dialog box.

Click Finish to complete the process and close the dialog box.

In the Content Producer main window, in the Help area, Licenced appears under the License Deactivation item. You are now ready to use Content Producer.

NOTE

If the license activation process is not successful, though you entered the correct license key, contact your Verint support consultant.

To configure Content Producer by setting preferences, see “Setting Preferences in

Content Producer” on page 22.

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Chapter 2 - Installing Content Producer Installing Content Producer

Activating and Registering a License on a Desktop without an

Internet Connection

Follow steps 1 to 4 in the procedure “Activating and Registering a License on a

Desktop with an Internet Connection” on page 18.

Because your desktop does not have an Internet connection, the Connection

Problem window is displayed.

Click the Web Activation link.

The Web Activation window is displayed.

From the Step 1: Open the Web Activation Web page box, copy the URL address.

NOTE

Because you do not have an Internet connection, copy the URL address to a text file, and save the file to a disk. Insert the disk and open the file on a desktop that has an Internet connection, and from the text file, copy the URL address again.

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Chapter 2 - Installing Content Producer Installing Content Producer

At a desktop that has an Internet connection, open a web browser, and paste the

URL into the browser’s address box. Click ENTER.

The online Web Activation window is displayed.

Click Submit.

The Web Activation window refreshes, showing the confirmation code in the

Confirmation Code box.

Copy the confirmation code, using the same method you used in step 3 (for example, by copying it to a text file and saving it to disk), and then close the page.

Return to the desktop without an Internet connection for which you are activating and registering the license. In the Web Activation dialog box, paste the confirmation code from step 6 into the Step 3: Enter the supplied Confirmation

Code text box.

Click Next.

The confirmation code is verified, and your license is activated. You can begin using

Content Producer.

To configure Content Producer by setting preferences, see “Setting Preferences in

Content Producer” on page 22.

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Chapter 2 - Installing Content Producer Installing Content Producer

Setting Preferences in Content Producer

Launch Content Producer by clicking the Content Producer Author icon on your desktop, or by clicking Start > Content Producer > Content Producer Author.

On the menu bar of the Content Producer main window, click Edit > Preferences.

The Preferences dialog box opens.

To set recording countdown timing preferences, click the General tab. Make the changes you want in the Recording areas of the tab.

To choose a dictionary and spelling preferences (such as whether or not to check for upper and lowercase words), click the Spelling tab. Make changes as required.

If you access the Internet with a proxy server, you must set proxy server preferences so that you can activate your license, receive Content Producer updates, and access the Help files and the support site. Click the Proxy tab and do the following: z z

Check the Use a proxy server box

Enter the proxy server’s IP address and port number in the Address and Port boxes.

NOTE

Ensure that you type the proxy servers’ IP address, not a URL address, in the

Address box.

If the server requires login authentication, check the User proxy

authentication box, and type the login name and password in the Login and

Password boxes.

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Chapter 2 - Installing Content Producer Installing Content Producer

To create log files that record issues that arise while you are using Content

Producer, click the Logging tab, and do the following: z

In the Output Window area, select a logging option from the Report dropdown list box.

For...

normal day-to-day application use troubleshooting issues

Select...

Display Errors Only

This option only logs application error events.

Display All Information

This option logs all application event types including information events for successful operations. It impacts application performance.

In the Log File area, select the options for outputting log records to a file.

To enable backup file options, click the Backup tab.

To change Java virtual machine settings, click the Advanced tab.

Click OK to save your preferences and close the dialog box.

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C h a p t e r 3

Upgrading Content Producer

Once you have installed Content Producer, you can find out about and upgrade to new releases.

This chapter contains this section: z

Checking For and Upgrading to the Most Recent Content Producer Release , page 25

Upgrading From Pre-7.8.x Versions of Content Producer , page 27

Chapter 3 - Upgrading Content Producer Checking For and Upgrading to the Most Recent Content Producer Release

Checking For and Upgrading to the Most

Recent Content Producer Release

You can check for the latest Content Producer release from the Content Producer Author

Welcome window.

Note that if your company’s firewall prevents automatic registration or updates, you

must first configure the appropriate proxy information, as described in step Step 5 in

the procedure

“Setting Preferences in Content Producer” on page 22.

To successfully upgrade to the most recent Content Producer release, see

“Checking for and upgrading to the most recent Content Producer release” on page 26.

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Chapter 3 - Upgrading Content Producer Checking For and Upgrading to the Most Recent Content Producer Release

Checking for and upgrading to the most recent Content

Producer release

Launch Content Producer to open the Welcome to Producer window.

In the Actions area, click Check for Updates.

The Check for Updates dialog opens.

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Chapter 3 - Upgrading Content Producer Upgrading From Pre-7.8.x Versions of Content Producer

Choose one of these options: z

Select the Content Producer automatically check for updates option, and from the drop-down list box, select the time interval within which you want the system to check for updates: Daily, Weekly, Monthly. The default is Weekly. z

Select the Manually check for updates option. Choosing this option prohibits the system from automatically checking for updates.

To immediately check for updates, click Check Now then click OK.

You either get a message with information about updates, or a message that your version of Producer is up-to-date.

NOTE

During an upgrade, the My Documents\My Clip Assets Library folder is renamed, such that a number which includes the date of the upgrade is attached to the folder name (for example, the new name of the old folder might be: My Clip Assets_Library_11.1.3010_20110802) .

If you created your own HTML frame template in the previous version of

Content Producer, you can retrieve your template from this folder. Because the HTML frames are changed in the new release, the best practice is to customize your HTML frames using the latest version’s templates.

Upgrading From Pre-7.8.x Versions of

Content Producer

Click Start > Settings > Control Panel > Add or Remove Programs.

In the Add or Remove Programs window, locate the pre-7.8.x version of Producer that you want to remove, and select it.

Click Remove.

Once the uninstall process ends, the pre-7.8.x version of Producer is removed from your system.

Install the new release of Content Producer, as described in the procedure

“Installing Content Producer” on page 11.

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Melville, NY 11747 USA

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