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Altigen VRManager Manual

Is designed to facilitate the use of alticontact manager’s centralized recording capabilities
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VRManager™
Manual
9/2005 4500-5002-5.0B

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  • Page 1 VRManager™ Manual 9/2005 4500-5002-5.0B...
  • Page 2 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.

  • Page 3: Table Of Contents

    Requirements ......... . 1 VRManager License ........2 HAPTER Installing VRManager .
  • Page 4 HAPTER Using VRManager Client ......19 Login ..........19 VRM Client Main Window .

  • Page 5: Hapter

    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.

  • Page 6: Vrmanager License

    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.

  • Page 7: Hapter

    H A P T E R 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.

  • Page 8: Installing Vrmanager For A System Administrator

    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.

  • Page 9: Upgrade From Previous Version

    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.

  • Page 10: Installing Vrmanager For A Client

    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 •...

  • Page 11: Hapter

    Using VRManager Admin Login To run VRManager Admin: Choose Start > Programs > VRManager > VRM Admin. The VRM Admin Login dialog box opens. Figure 1. VRM Admin Login Enter the VRM Server IP address or server name and Password.

  • Page 12: User Page

    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: Click the New button.

  • Page 13: Changing The Admin Password

    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: Click the Change Admin Password button. The Change Admin Password dialog box opens.

  • Page 14: Pooling Page

    .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...

  • Page 15: Storage Page

    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...
  • Page 16 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...

  • Page 17: Log Page

    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.
  • Page 18 • 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...

  • Page 19: Altiware Acm Page

    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...

  • Page 20: Adding Servers

    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.

  • Page 21: Changing The Centralized Recording Directory

    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...
  • Page 22 18 VRManager...

  • Page 23: Using Vrmanager Client

    H A P T E R Using VRManager Client Login To run VRManager Client: Choose Start > Programs > VRManager > VRM Client. A Login dialog box opens. Figure 1. VRM Client Login Enter the VRM Server IP address or server name, User name and Password.

  • Page 24: Vrm Client Main Window

    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...

  • Page 25: 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. VRManager...

  • Page 26: File Menu

    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...

  • Page 27: Export To File

    Choose File > Change Password from the main menu. 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. VRManager...

  • Page 28: Edit Menu

    • 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...

  • Page 29: 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 VRManager...

  • Page 30: 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...

  • Page 31: 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.
  • Page 32 Click OK. 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...
  • Page 33 Index Index license, VRManager 2 log file, configuring 13 login, VRM Client 19 adding media player, assigning 27 client users 8 servers 16 admin password, changing 9 AltiGen Communications password contact information ii changing admin 9 AltiWare ACM page 15...
  • Page 34 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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