Altigen VRManager User manual

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: [phone]
E-mail: [e-mail]
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.

VRManager Manual i
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

VRManager Manual ii

VRManager Manual 1
C HAPTER 1
Installing VRManager
VRManager performs recorded file management — indexing, converting,
tracking, playback, reporting, and other critical functions for call center
customers who would like to keep recorded files for administrative, legal,
or quality assurance purposes.
Requirements
Install VRManager on a different system than the one on which the
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
•1GBRAM
• 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.

VRManager Manual 3
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.

Installing VRManager for a Client
4VRManager Manual
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.

VRManager Manual 5
C HAPTER 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

6VRManager Manual
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. Click the New button.

VRManager Manual 7
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.

8VRManager Manual
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.

VRManager Manual 9
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.

10 VRManager Manual
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),

VRManager Manual 11
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:

12 VRManager Manual
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.

VRManager Manual 13
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.

VRManager Manual 15
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.

16 VRManager Manual
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.