AltiGen comm MAXCS 814 VRManager Manual
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VRManager™ Manual MAX Communication Server Release 8.0 September 15, 2015
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. 679 River Oaks Parkway San Jose, CA 95134 Telephone: 888-AltiGen (258-4436) Fax: 408-597-9020 E-mail: [email protected] Web site: www.altigen.com TRADEMARKS MAX Communication Server, MaxAdministrator, MaxCommunicator, MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall, Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti- Mobile Extension, InTouch Dialer, AltiReport, and SuperQ 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. 2015. All rights reserved.
VRManager Manual i Contents CHAPTER 1 Installing VRManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 VRManager Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . 1 VRManager Client Requirements . . . . . . . . . . . . . . . . . . . . . . . . . 2 Pre-Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Installing VRManager Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Fresh Install . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Upgrading from an Earlier Version . . . . . . . . . . . . . . . . . . . . . . . . 3 Installing VRManager for a Client . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Setting Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 CHAPTER 2 Using VRManager Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 VRM Admin Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 User Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Editing User Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Changing the Admin Password . . . . . . . . . . . . . . . . . . . . . . . . 9 Pooling Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Storage Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Log Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 AltiWare ACC or ACM Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Adding Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Changing the Centralized Recording Directory . . . . . . . . . . . 15 CHAPTER 3 Using VRManager Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 VRM Client Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Quick Access Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 File Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Saving Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Export to File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Change Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
VRManager Manual ii Edit Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Searching Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Playing Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Displaying Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Media Player Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Report Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
VRManager Manual 1 CHAPTER 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 MAXCS ACM server is installed. VRManager Server Requirements VRManager Server must meet the following requirements. Installation requires 1GB of available hard drive disk space; however, more space is required for CDR storage. Operating Systems supported: •Windows Server 2008 SP2 (32-bit) •Windows Server 2008 R2 SP1 (64-bit) •Windows Server 2012 R2 (64-bit) Server System requirements: •A standalone system •2 GHz Pentium IV or faster •40 GB available hard drive disk space •1 GB RAM •A VRManager License must be installed at the MAXCS ACC/ACM system. (You can verify the licenses when you run MaxAdministrator by selecting License > License Information.) •MAXCS ACM Release 8.0 •IDE RAID 0-1 (minimum) hard drive •NIC •Microsoft Internet Explorer 6.0 or later.
2 VRManager Manual VRManager Client Requirements VRManager client systems must meet the following requirements. Operating Systems supported: •Windows 7 (32-bit or 64-bit) •Windows 8.1 (64-bit) •Windows 10 Client System requirements: •IBM/PC AT compatible system •1 GHz CPU or faster •2 GB hard drive disk space •1 GB RAM Pre-Setup The SQL 2008 Express database is installed with the VRManager Setup program. Java JRE 1.8 will be automatically installed. Before running Setup, please ensure the following. •File and print sharing must be active on your operating system. To verify: 1. In the 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 the Windows 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.
VRManager Manual 3 •Problems can occur if you use a Terminal Services or Remote Desktop connection to attempt to install a new instance of SQL 2008 Express. If problems are encountered, restart the VRManager Setup program from the local computer without using Terminal Services or Remote Desktop. Installing VRManager Service To install VRManager service, you will use one of two methods: Fresh install and Upgrade from previous version. Fresh Install If you do a fresh install, the installation program installs SQL 2008 Express and Jservice Loader on your system automatically. 1. Run the Setup program and follow the instructions 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.
4 VRManager Manual Upgrading from an Earlier Version To upgrade from an earlier release: 1. Stop the VRM service. 2. Run the Setup program. 3. Follow the installation instructions as they appear on the screen. In the Custom Setup screen, choose to install Voice Record Manager Service and Voice Record Manager Admin. If you plan to use VRManager Client at this system, also select Voice Record Manager Client. Installing VRManager for a Client To install VRManager for a client system: 1. Run the Setup program and follow the instructions 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. Use the “Login as Administrator” option to run VRManager. Note:If VRManager is run behind a firewall, open TCP port 10040. (VRManager may not work behind NAT.)
VRManager Manual 5 Setting Access Privileges •The directory of centralized records in the MAXCS ACC/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.