VRManager™ Manual MAX Communication Server Release 7.
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.
Contents CHAPTER 1 Installing VRManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 VRManager Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . 1 VRManager Client Requirements . . . . . . . . . . . . . . . . . . . . . . . . . 2 Pre-Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Installing VRManager Service . . . . . . . .
Edit Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Searching Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Playing Voice Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Displaying Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Media Player Option . . . . . . . . . . . . . . . . . . . . . . . .
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.
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) 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.
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.
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.
• 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.
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CHAPTER 2 Using VRManager Admin To run VRManager Admin: 1. Choose Start > Programs > VRManager. 2. Right-click VRM Admin and choose Run as Administrator. 3. Enter the VRM Server IP address or server name and Password. (The default password is 22222.) 4. Check the Save Password checkbox if you want VRM Admin to remember the password the next time the program runs. 5. Click OK. Note: Each Windows user has his own VRM Admin login setting.
User Page The VRM User page shows 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 New. Enter a User Name, Password and Password Confirmation. (The account name is not case-sensitive.) 2.
3. To limit this user’s queries to certain workgroups, extensions, and systems, select the new user and click Edit. Enter the workgroup numbers, the extension numbers, and system IDs. Separate entries with a comma. (To allow the user to query all workgroups or all extensions, leave those text boxes empty.) Editing User Details To edit a user: 1. Select the user on the User page and click Edit. 2. Make your changes, and click OK. Changing the Admin Password To change the VRM Admin password: 1.
Note: The Browse button is not available if VRM Admin is running on a different server than VRM Service. 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 – 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 – VRM Admin will automatically back up, then delete records.
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 Update to select a new location. 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.
Note: The Browse buttons are not available if VRM Admin is running on a different server than VRM Service. • Set Log Directory – Use Browse or enter a path 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 Browse or enter a path 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.
Adding Servers To add a new MAXCS ACC/ACM server, do the following: Add servers 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. Add servers at the VRM Server 1. In the AltiWare ACC or ACM page of VRM Admin, click New. 2.
the User Name edit box. If the account is local Administrator, just enter administrator. After adding a new server, VRM Service immediately checks the MAXCS server for the VRManager License. The newly added server is displayed in the MAXCS ACC or ACM Server List field. Note: VRManager starts converting all voice recording data as soon as the MAXCS ACC/ACM Server information is added to the MAXCS ACC or ACM Server List.
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CHAPTER 3 Using VRManager Client To run VRManager Client: 1. Choose Start > Programs > VRManager > VRM Client. 2. Enter the VRM Server IP address or server name, User name and Password. 3. Check the Save Password checkbox to have VRM Client remember the password the next time the program is run. 4. Click OK. Note: Each Windows user has a unique VRM Client login setting. VRM Client Main Window When you start VRM Client, the first window you see is the VRM Client main window.
At the top is a menu bar, and below is a quick-access toolbar. At the bottom is a scroll bar for viewing the display columns. Note: Each Windows user has a uniaue VRM Client display column in the main window.
File Menu Saving Files To save a file, click a voice record in the main window to highlight it, and click the Save As button. Or, right-click a voice record and select Save As. Export to File To export search results to a tab-separated text file (.txt), choose File > Export To File from the main menu,or right-click the search results list and choose Export To File.
Change Password To change your password: 1. Choose File > Change Password from the main menu. 2. Enter the necessary information in the Old Password, New Password and Confirm Password fields, then click OK. The new password applies at the next log in. Edit Menu Searching Voice Records To search voice records, choose Edit > Search or click Search in the toolbar.
The relational symbols for each condition include: = (equal) < (greater than) > (less than) >= (less than or equal to) <= (greater than or equal to) <> (not equal) like (look for sub-string) btwn (between) in—searches the results in sets; for example, CallerID “In” “101 AND 102” means CallerID equals 101 or CallerID equals 102. Notes • The date/time format is the same as the system format of the operating system. • Typing “OR” in upper case in the edit box means “or.
Searching for All an Extension’s Voice Records If you query a specified extension’s voice records and in that query you also specify a workgroup, the query results show only the extension’s voice records related to the workgroup. The results do not show non-workgroup voice records. If you want the query results to display all voice records for that extension, leave the WorkGroup field blank.
• Workgroup • Length • Date • State – There are three states that a record file can be in: Delete: In this state, a record cannot be played or saved. Backup: In this state, you must manually put the right backup media in the path if you back up the record and remove it. Normal: In this state, the file can be played or saved. • Comment To select columns for display, 1. Choose Edit > Select Column. The fields in the Visible list appear as columns under the VRM toolbar. 2.
If the media player is not defined, VRManager does not play the file, and instead opens a dialog box so you can assign a media player. You can also select the media player by choosing Edit > Option. In the dialog box, select the Media Player Location by typing the path in the field or using the browse button (...), then click OK. Report Menu You can generate reports based on agent, workgroup, DNIS or date. To generate a report, 1. Choose Report from the main menu or click the Report button. 2.
4. A window show the selected parameters. From there, select Print Setup, Preview, Print, or Export (as a tab-separated text file).
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Index Index I installing VRManager 1 L A adding client users 8 servers 14 admin password, changing 9 AltiWare ACM page 13 automatic delete record without backup 11 license, VRManager 2 log file, configuring 12 login, VRM Client 17 M media player, assigning 23 N NAT and VRManager B backup 5, 12 location 5, 12 schedule 11 storage 12 4 P C password changing admin 9 changing client 20 playing voice records 22 privileges 4 centralized recording directory, changing 15 changing admin password 9 centra
Index T toolbar 18 V voice records playing 22 searching 20 VRM Admin AltiWare ACM page 13 log page 12 pooling page 9 storage page 10 user page 8 VRM Client edit menu 20 file menu 19 generating reports 24 login 17 VRManager installing 1 license 2 VRManager Manual 28
