Altigen VRManager User manual

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: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiReach, AltiLink,
AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayer, Zoomerang, Alti-
Mobile 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

VRManager i
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

VRManager ii
CHAPTER 4
Using VRManager Client . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
VRM Client Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Saving Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Export to File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Change Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Edit Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Searching Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Playing Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Displaying Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Media Player Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Report Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

VRManager 1
C HAPTER 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.

2VRManager
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.

VRManager 3
C HAPTER 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.

4VRManager
• 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.

VRManager 5
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.

6VRManager
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.

VRManager 7
C HAPTER 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

8VRManager
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.

VRManager 9
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.

10 VRManager
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.

VRManager 11
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),

12 VRManager
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.

VRManager 13
•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.

14 VRManager
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.

VRManager 15
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

16 VRManager
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.