1 VPI • 160 Camino Ruiz, Camarillo, CA 93012-6700
(Voice) 800-200-5430 • 805-389-5200 • (Fax) 805-389-5202 www.vpi-corp.com
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Activ! V
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ctiv! Voice - Configur
oice - Configur
oice - Configura
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ation Guide
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tion Guide
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(VPConfig) V
(VPConfig) V
(VPConfig) V
2 TOC
Contents
Introduction --- 4
Activ! Voice Server Operational Overview --- 4
System and File Layout --- 4
Anti Virus and Third Party Software Conflicts ... 5
Ports Used --- 5
Starting the Activ! Voice Server Program ... 6
Enabling Automatic Logon --- 6
Disabling “Shutdown Event Tracking” for Windows 2003 Server Edition ... 7
Logging-Out of the Activ! Voice Server Program ... 7
Exiting (Stopping) Activ! Voice --- 8
Activ! Voice System Status Tab --- 9
System Status Tab - Channels Section ... 10
System Status Tab - Archive / Database Manager Section ... 11
Changing DVD-RAM Media from the System Status Tab ... 12
System Status Tab - Database Manager Section ... 13
Archive Flow Chart ---15
System Status Tab - Buffer Manager Section ... 17
Client Activity Section ---17
Activ! Voice Database Disconnect Feature ... 18
VPConfig Login Screen ---20
Channel Manager Tab ---22
Call Playback Phone Number/Extension ... 22
Live Monitoring ---23
Perishable Pin Prompt ---23
Auto Logout --- 23
Idle Alarm Rep ---23
VOX and VOX Emulation ---24
T1 Hardware --- 24
Channel Manager > Channels Tab--- 25
Modifying Channels ---25
Channel Setup Options ---26
Details ---26
Advance Channel Configuration ---28
Agents Tab ---31
Adding or Modifying Agents ---31
Deleting Agents ---32
Adding and Defining Rights ---32
Privacy Locks (CTI Environment) ---33
Details (Only viewable in Fixed Seating Environments) ... 34
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© Copyright 2007 VPI, Inc.
The information contained herein is subject to change without notice. As the registered end user, you are free to make and use as many copies of this manual as you like, so long as it is used for internal purposes only and is not transmitted in any manner whatsoever to any individual, organization or corporate entity not specifically named in your End User License Agreement.
VPI shall not be liable for technical or editorial errors or omissions contained herein.
TOC
Buffer Manager Tab ---36
BUFF 01-Primary Buffer Device (Short Term Storage)... 36
BUFF 02-Secondary Buffer Device (Long Term Storage) ... 37
On Alarm (Overflow Backup Buffers for Primary Buffer) ... 37
Long Term Storage (LTS) Overview ---37
Archive Manager Tab ---38
Archive Sessions ---38
Sweep Sessions ---38
ARCH01-Primary Archive Device ---38
ARCH02-Secondary Archive or Playback Device ... 39
Media Recycle Options ---39
Tasks ---39
Properties Archive Device ---40
Print Media Label ---41
Recycle Media ---41
Erase Media ---41
Eject Media ---41
Database Tab > Backup Tab ---43
Location for Backup Files/Overwrite Existing Backup... 43
Backup Now Button ---44
Activ! Voice Client Setup ---45
Client Workstation Set-Up ---45
Windows 98/NT/2K/XP/2003 Client Workstation – Client Security Privileges ... 45
Client Setup Tab > Servers Tab > Voice Print Servers List Tab ... 46
Client Setup Tab > Servers Tab > Server Groups Tab ... 48
Client Setup Tab > General Tab ---50
Sharing the Voice Print Server Archive Device to Play Archive Media from the Client ... 53
Technical Support Information ---54
Index ---55
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Introduction
Welcome! This guide will assist you with the administration and configuration of the Activ! Voice Server (also referred to as the Voice Print Server) and the Activ! Voice Client.
Familiarity with using Windows Operating Systems and Windows Networks is a prerequisite for the proper operation and use of the Activ! Voice Server.
Activ! Voice Server Operational Overview
The Voice Print system passively monitors and does not create any type of frequency or tone and is always in a state of recording. For example, any channel activity that has ring voltage or a frequency response between 330 – 3400 Hz (+/ - 3dB), and exceeds a minimum call length threshold, is defined as a “Call”. The SQL Database then assigns a Data
File name with an extension of .TMP and writes it to the Primary Buffer.
Note: The Primary Buffer Data Files have an extension of .TMP. It is critical that the Administrator not delete any *.TMP Data Files!
By default, every thirty minutes the system will look to the Primary Buffer for Data Files (Calls) that have been in the Buffer for more than thirty minutes. Any Call that meets this criterion is marked, written to Archive Media, and a copy is sent to Long Term Storage (LTS). The file will remain in the LTS buffer until it meets the system defined long-term storage value. The data file (call) will be deleted from the LTS buffer upon matching a value for storage length.
System and File Layout
It is the responsibility of the Voice Print Administrator to backup Activ! Voice Data Files and Database files. However, there are some important guidelines that must be adhered too prior to performing such functions. The following explains the default system and file layout and the precautions regarding such:
C: Drive Contains the Operating System and Voice Print Operating Files
D: Drive Contains the Voice Print Database (DB\BACKUP\VPDATA.GDB)
CRITICAL! DO NOT BACKUP WITH NETWORK! E: Drive Contains the Primary Storage Buffer
CRITICAL! DO NOT DELETE *. TMP files! F: Drive Contains the Long-Term Storage Buffer
CRITICAL! DO NOT DELETE *. LTS files! G: Drive Removable Drive / Archive Device (i.e., DVD-RAM)
H: Drive Removable Drive / Archive Device if installed (i.e., DVD-RAM)
Note: A mirrored drive will show LOCKED and full at all times, this is correct.
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Important! DO NOT point any network backup device or software at the file VPDATA.GDB; this is an active database file. Instead point the software towards the backup database file VPDATA.GBK. By default, database files are retained on the D: partition (i.e., D:\DB).
Anti Virus and Third Party Software Conflicts
The two drives in the basic configuration are RAID 1 mirrored and are partitioned into C, D, E and F partitioned drives. Voice Print specific files are located on the D, E and F drives to eliminate impact from anti-virus software and conflicts with other third party software.
You can scan all files on the C: drive.
DO NOT scan ANY files on the following drives:
• DO NOT scan ANY files on the D: drive • DO NOT scan ANY files on the E drive • DO NOT scan ANY files on the F drive
• If you have a single DVD drive DO NOT scan ANY files on the G: drive • If you have Dual DVD drives DO NOT scan ANY files on the G: or H: drives
In order to properly scan D, E, F, G and H drives you would have to shutdown the Voice Print server to minimize the impact to recorded files.
Ports Used
Server Side • TCP 3050 (Interbase/Firebird Server) Client Side • TCP 1001 (Status Lights) • TCP 1239 (NMSD) • TCP 1235 (Unassigned)This can vary on some systems depending on other ports used.
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Starting the Activ! Voice Server Program
By default, the Activ! Voice Server Program should always be running. If for any reason it is not, then the System Administrator should locate the Start Voice Print icon located on the Desktop to start the program. Logging-In to the Voice Print Server Program
1. Left Click on the Login Button.
2. Enter your Agent ID as supplied by your System Administrator in the Agent ID field in the Voice Print Login Dialog box.
If this is your first time logging in, the Agent ID is “1”
3. Enter your password as supplied by your System Administrator in the Password field. If this is your first time logging in, the password is “vpadmin” (passwords are case sensitive). 4. Left Click on the OK box.
5. If you are unable to login to Voice Print properly, please call either your System Administrator or Voice Print Technical Support at 805-389-5201 for assistance.
Enabling Automatic Logon
The Activ! Voice Server allows you to automate the logon process by storing your password and other pertinent information in the Registry database.
Important! This procedure contains information about modifying the registry. Before you modify the
registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, visit http://support.microsoft.com/ and search for the appropriate Microsoft Knowledge Base Article for your operating system.
Select Start > Run > and in the Run field type in regedt32.
7 Locate the following Registry subkey:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\WindowsNT\CurrentVersion\Winlogon
1. Search for or create a New STRING and name it AutoAdminLogon. Value Data should be “1”
2. Search for or create a New STRING and name it DefaultUserName.
Value Data will be an Administrator account in User Manager such as “Administrator” or “vpadmin”. 3. Create a New STRING and name it DefaultPassword. The Value Data should be the corresponding
password to the user name specified above such as “12345” or “vpadmin”.
Note: If no DefaultPassword string is specified, Windows automatically changes the value of the
AutoAdminLogon key from 1 (true) to 0 (false), thus disabling the AutoAdminLogon feature.
4. Close the Registry Editor and reboot PC, it should automatically login.
You can bypass the Automatic Logon feature by holding down the SHIFT key as Windows is starting. If you are already logged on, press CTRL+ALT+DEL, choose the Logoff button, choose the OK button, and then immediately hold down the SHIFT key until the Welcome dialog box appears.
The problem of bypassing the automatic logon feature is that the original DefaultUserName is no longer kept for subsequent logons, because the name of the last user to logon is retained in the Username box of the
Welcome dialog box and the Registry. To enable the AutoAdminLogon once again, enter the original DefaultUserName and password in the Welcome dialog box.
It is also important to note that if the DONTDISPLAYLASTUSERNAME value is set to 1, AutoAdminLogon will not function.
Disabling “Shutdown Event Tracking” for Windows 2003 Server Edition
By default, Windows 2003 Server Edition uses “Shutdown Event Tracking” to add more detail to shutdown events. However, this feature will interfere with the AutoAdminLogon feature and needs to be disabled. Reason being is that Shutdown Event Tracking requires user intervention to continue the startup process thereby defeating the purpose of self system startup.
To disable “Shutdown Event Tracking” please reference “Configuring Shutdown Event Tracker for Microsoft
Windows Server 2003” on the Microsoft.com Website http://www.microsoft.com.
Logging-Out of the Activ! Voice Server Program
Because of the potential for unauthorized access to sensitive or confidential recordings, Voice Print
International strongly recommends that you properly logout of the system after each use or when you will be out of sight of the server. If you don’t logout, the system will automatically log you out after so many minutes of inactivity. The default Auto Logout setting is set to 30 minutes.
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To logout of the Activ! Voice Server program, press the Logout button.
Caution: DO NOT PRESS THE EXIT BUTTON! THIS WILL TERMINATE THE LOGGING FUNCTIONS!
Exiting (Stopping) Activ! Voice
Under normal circumstances, Voice Print should always be running. Upon occasion it may be necessary to stop or start Voice Print manually. Exiting Voice Print causes all logging functions to terminate. Recording WILL NOT resume until Voice Print is re-started. Any communications that are being recorded when you stop Voice Print will be terminated and saved in an orderly fashion before application shutdown completes. Please pay close attention to error messages displayed on any Event Center popup window. For any errors that don’t resolve themselves please contact Voice Print Technical Support at (805) 389-5201.
To exit Activ! Voice and stop recording of all calls: 1. Login to Activ! Voice as an Administrator.
2. Click on the Exit button.
3. Click Yes on the “Are You Sure” message box.
4. Observe as the Voice Print Shutdown status window progresses downward and closes.
To restart Activ! Voice, select the Start Voice Print icon located on the desktop.
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Activ! Voice System Status Tab
The System Status Tab will give you a general overview of the major operating functions of the Voice Print System. This tab contains four distinct areas each related to a specific function.
A colored “light” located next to each Sub-System, indicates its status. Except for individual Channel Status, Voice Print uses three main colors to indicate sub-system status:
Green – Working as designed. No Problems.
Yellow – Busy performing critical tasks or may need attention in the near future. Red – Critical Failure! Sub-system needs immediate attention!
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System Status Tab - Channels Section
This area of the System Status tab displays the functional status of the Channel Manager and each individual
Channel. The Channel Manager (or recording trigger) differs depending on system type (i.e., VOX or
D-Chan-nel). Unless the Voice Print system has just started, or is in the process of shutting down, then the Channel
Manager status indicator should always be green.
There are 96 blocks each representing a single channel within this area. The first row represents channels 1 through 48. The second row represents channels 49 through 96.
Note: The current limit of channels for Voice Print’s largest Server (i.e., MAXI) is currently set
to 96.
By pointing to a channel without clicking, the channel name and status will appear briefly in a pop up display. The blocks change color to indicate the current functional state of its associated channel.
Green – Indicates that recording is in progress. Yellow – Yellow indicates that the channel is idle.
Red – Red indicates that there is an error on the channel.
Light – Light Blue indicates that the channel is in use for playback.
Olive – Olive Drab indicates that the channel has not received audio within the defined time limit for that channel and may or may not indicate an error condition or wiring problem.
Additional channel information for each channel and its status is viewable in a pop-up status window by placing the mouse over each Channel Status Light.
The Channel description, current activity and individual call count is displayed in the Status Bar located at the bottom of the Voice Print application window.
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Zones
The Channels Status section contains four Zones of 24 channels each. Zone 1 is the first 24 channels; Zone
2 is the second 24 channels and so on.
The status of each zone is represented by a Status Light (depicting the activity of the Zone in general) and two numbers separated by a slash ‘XX/ZZ’. Where XX is the number of recordings generated by all of the Chan-nels in the particular zone during the current hour and ZZ is the total number of recordings generated by all of the Channels in the zone since midnight of the current day up to the current hour.
At the beginning of every hour the system adds the total calls for the hour (XX) to the current day total (ZZ) for each Zone. The system then resets the current hour total to 0. The process repeats every hour on the hour.
System Status Tab - Archive / Database Manager Section
System Status Tab - Archive Manager
Archive Session
By default, Voice Print performs an Archive Session every 30 minutes. The archive session copies all recordings created during the previous 30 minutes from the Primary Buffer to Archive Media (DVD) and to
Long Term Storage (LTS) and the database is updated to reflect the current location of each call.
LTS is the Secondary Buffer, and by default is the remaining partition of the hard-drive. However, the device
selected for the Secondary Buffer can be a Network Attached Storage (NAS) device residing on the net work.
The Status Indicator shows how much space is presently available for TMP files prior to the next Archive Session. See Section Voice Print Setup Tab > Archive Manager Tab for more detailed configuration informa-tion.
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Sweep Session
By default, Voice Print performs a Sweep Session during every fourth archive session. The sweep session reviews the list of archived call records and removes calls from the Secondary Buffer that are older than the
LTS hour setting. The default setting for LTS Buffer Hours is 1440 hours or approximately 60 days worth of
calls (i.e., 1440 hrs.÷ 24hrs = 60 days).
ARCH01
ARCH01 stands for Archive Device number 1. The indicator gives status of the first archive device. The
blue sliding indicator gives a graphical representation of how full the archive media is. Status indicates the current state of the drive and loaded media. Archive ID displays the currently loaded media ID number. Free indicates how much free space is available on the currently loaded media. The ARCH01 indicator block has three states:
Green – Indicates that media is loaded and has space available to archive recordings. Yellow – Indicates that media is loaded but is close to running out of space to archive
recordings.
Red – Indicates that either media is not loaded or that the loaded media is full and cannot store any more data.
ARCH02
ARCH02 indicates the status of the second archive device if it is present. Each of the indicators works
exactly as described in ARCH01. Systems configured with “Mirrored” archive devices will show the drive as LOCKED and FULL at all times
Changing DVD-RAM Media from the System Status Tab
All Users will have the ability to change out Archive Media from the Server. 1. Login to Activ! Voice.
2. On the System Status screen, right click on the ARCH01 or ARCH02 status indicator. The Eject
Media and Properties Pop-up will appear.
3. Left Click on the Eject Media selection to eject the DVD cartridge.
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Important! Only use this method for ejecting the media. DO NOT eject the media manually.
4. Either turn the DVD-RAM cartridge over to utilize side two or use formatted or recycled DVD-RAM media.
Note: Use double-sided 9.4 GB DVD-RAM (4.7GB/side) media in Type 1 (disc non-removable)
cartridges.
5. Close the DVD-RAM tray by pressing the drive button.
System Status Tab - Database Manager Section
The Database Manager controls the SQL (Structured Query Language) functions between the Voice Print application and the SQL Database engine. Unless the Voice Print system has just started, or is in the pro-cess of shutting down, then the Database Manager Status indicator should always be green.
Status Messages
Status Messages differ depending on the current process. Some of the different status messages are as
follows:
Idle Messages
Process Not Started... No media installed.
Process Idle... Archive Manager is between processes.
Paused by Media Player! The Voice Print Playback Mixer has paused the Archive Manager in order to retrieve a call.
Next Archive Session @ Time Archival of recordings will begin at the time specified.
Sweep Session @ Time Removal of recordings from the LTS Buffer will begin at the time specified.
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Archive Messages
Last # Attempts Failed! If Voice Print is unable to archive the calls as scheduled, for
Check Log! whatever reason, you will receive this error message. You should check the Event Center for more information about the reason for the failure.
Possible reasons for this condition:
• No archive media in the archive device(s). • Archive media is full.
• Archive device(s) failure. • Archive media failure.
Creating Archive List... Voice Print is creating a list of all of the calls which need to be copied to archive media.
Archiving Call #... A recording is being copied to archive media. The
‘#’ represents the current recording count within the process.
Updating Database... The database is being notified that the call has now been archived.
Long Term Storage Messages
Creating LTS List... Voice Print is creating a list of calls, which have been archived and will be moved to Long Term Storage (LTS).
LTS Moving Call #... The ‘#’ represents the current recording count within the process.
Updating Database... The database is being notified that a call has now been moved to the LTS Buffer device.
Sweep Messages
Creating Sweep List... Voice Print is creating a list of all recordings which have been archived and are older then the number of LTS Buffer Hours specified in the Buffer Manager.
Sweep Check Call #... The ‘#’ represents the current recording count within the process.
Updating Database... The database is being notified that a call has now been removed from on-line storage (LTS).
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Archive Flow Chart
A Primary Buffer Overflow? C Yes Calls stored in Primary Buffer (BUFF 01) 30 minutes elapsed since last Archive Session? Yes No Archive successful? B No No
Move calls from Primary Buffer to Secondary Buffer Yes Secondary Buffer Available?
Yes Check for overflowcalls. If found, move to Primary Buffer 4th Archive Session? A No Sweep Session (Remove old calls
from LTS) Yes
A No
A Archive calls from
Primary Buffer (BUFF 01) to DVD
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Archive Flow Chart (continued)
Trigger Archive Alarm
Primary Buffer Overflow?
No
Yes Trigger Primary Buffer Alarm Overflow to fixed disks enabled? Overflow to networked drives enabled? B No Archive to fixed disk (F, E, D, C) & mark calls as overflow recording Archive to any mapped network drive (starting with Z) &
mark calls as overflow recording Yes Yes A Stop Logging No A A Secondary Buffer Overflow? Trigger Secondary Buffer Alarm Yes Record call to Secondary Buffer (LTS) & mark calls
as overflow recording No C Secondary Buffer Available? Yes No A
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System Status Tab - Buffer Manager Section
The Buffer Manager manages the Short-Term (Primary) and Long-Term (Secondary) storage buffers.
BUFF 01 is the Short-Term (Primary) storage area where recorded but un-archived calls reside.
As the buffer fills, the color status indicator will change from green to yellow and then eventually red. The next archive session (default every 30 minutes) will archive calls from the Primary Buffer to DVD Media and copy calls to the Secondary Buffer (LTS). As the Primary Buffer empties, the indicator will revert back to yellow and then eventually to a green status. If the indicator stays in the red then this indicates an overflow condition (i.e., Archive Media is full and needs to be changed).
BUFF 02 is the Long Term Storage (LTS) area that contains archived recordings for on-line instant retrieval and
playback. This is typically the remaining 90% of fixed disk space remaining on the hard drive (partition F). If space requirements are not enough for your environment, then map BUFF 02 to a NAS unit or a Network
Drive.
BUFF 02 will also progress from green to yellow and then eventually red as the buffer fills. When the color
indicator stays in the red this indicates that disk space is limited.
The Status Indicator shows how much space is presently available for TMP files prior to the next Archive Session. See Section Voice Print Setup Tab > Buffer Manager Tab for more detailed configuration information.
Client Activity Section
This area of the Status screen will list available and current Client connections. Connected Clients will show a green status light along with their Agent ID listed in the box. Yellow indicates no active connection. Only the first six Client connections are viewable at one time.
Note: The operating system is the basis for the quantity of concurrent license connections. For example;
WINNT and WIN2K Pro are limited to a maximum of 10 incoming concurrent licenses whereas WIN2K and WINNT Server are unlimited based on CAL’s (Client Access Licenses) purchased.
In the very bottom right hand corner you will see the total number of calls processed since the last Startup of Voice Print and the currently logged in Agent.
In the very bottom left hand corner you will notice various real-time messages and device path locations based on the placement of the mouse cursor on the Status Screen. The center section show the total calls for the day and the far right hand corner shows the Agent ID of the current user logged into the Server.
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Activ! Voice Database Disconnect Feature
Version 2.8 allows for a database disconnect for a complete backup and restore procedure.
To do this, select the Disconnect Database selection from the Tools drop down menu on the Voice Print
Digital Call Logger Client. You will receive the following dialog window:
The dialog window allows you to select a default message to the attached Clients or add additional comments to warn them that the Database will be unavailable:
Choose the amount of time you anticipate the database to be offline for and then select the Disconnect button. All attached Clients will receive the warning message that the Voice Print Server will be discon-nected for X amount of time (i.e., minutes, hours, days). During this time the logger will still be record-ing/logging calls but Clients will not be able to connect to the Voice Print Server until the database is reconnected.
19 To reconnect the database, login as an Administrator and you it will automatically prompt you if you want to reconnect the database.
While the database is disconnected all call records “Transactions” are buffered locally. When the Database is reconnected, it will import 50 records per 5 minute database commitment intervals.
Important! Be certain that ALL database maintenance is complete before reconnecting to the database.
The Tools drop down menu also has selections for Voice Print Tools and VRA (Variable Retention Archiving). These features are available in separate documentation. For more information on these features, please contact a Voice Print Technical Support Representative.
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VPConfig Login Screen
To configure the Voice Print Server, left click the VPConfig icon shortcut located on the desktop. Select the
Login button and enter your Agent ID and Password. After login, the General Tab will display detailed information
regarding your system setup (i.e., Serial Number, Features included, etc.).
If you add features in the future, Voice Print will supply you with a new License Key. Select the Edit Key and enter the information accordingly:
VPConfig is comprised of 7 configuration tabs accessible from the Servers pane:
21 Located on the lower left portion of the interface are Apply and Cancel buttons. Any time you make changes to a Configuration Tab these buttons will become active. If you don’t use the buttons you will still be prompted to Apply Changes. Either way, you can’t continue to another tab until you Apply or Cancel any changes.
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Channel Manager Tab
This tab is for configuring the various Channel Managers (recording triggers) supported by Voice Print and, based on your recording environment, specifies if Voice Print is recording on the trunk side or the station side. There are various Channel Managers available (i.e., VOX Extension Side Recording shown below). Each type of license will have its own respective screen layout under the Channel Manager tab. Separate documentation is available for each Channel Manager. Please request documentation for the specific Channel Manager licensed for your system.
Common to all Channel Managers are 7 general settings (as shown above).
Call Playback Phone Number/Extension
Used for single Call Playback when the phone icon is selected as the playback device from the Client Play-back Screen. This number can also be an extension.
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Live Monitoring
This pull down menu lets the Administrator define the channel that’s used for the Live Monitoring function: • 0, Use “Call Playback” Phone Number
• 1, Use First Channel (Speakers) Default Setting • 2, Use DSP Speaker Jack
Perishable Pin Prompt
The Perishable Pin prompt allows a remote recipient to listen to a call or calls by dialing a designated phone number and punching in an assigned PIN number on the phone keypad. The default audio file used for the prompt is called ENTRPIN.PMT and is located in the C:\Clogger directory. The File Format only pertains to the compression used for the recorded PMT file.
To customize this message for your location, record a message in WAV file format (any compression level is acceptable) copy it to the C:\Clogger directory, and then type the full path to the file and the file name in the File window.
Auto Logout
Automatically logs off the current user if there is inactivity after the specified time (the default is 30 minutes) freeing up a license for someone else to use. This feature can be turned on or off by the Administrator.
Idle Alarm Rep
The Idle Alarm Rep checks every X amount of hours (from 0-96 hours) to see which channels are in the idle state and sends a message using any of the Event Center notification options.
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VOX and VOX Emulation
For all channels recording in VOX mode, choose the minimum call length to determine when to start recording the channel. The default is 2 seconds. Setting this value can prevent small busts of “line noise” from becoming calls to Voice Print.
T1 Hardware
Select this checkbox for Trunk side recording environments. For station-side recording just leave unchecked.
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Channel Manager > Channels Tab
This sub-tab is for configuring all the channels physically connected to the logger. Each Channel can be fine tuned to determine how it will be used (i.e., record or playback only) and advanced features can adjust the compression level and audio sensitivity on a per channel basis.
Modifying Channels
Select the desired channel to edit, and then select the Modify Channel Name button, highlight the existing name, and type the new label over it. In a fixed seating environment you should associate an Agents Logon ID with their Channel Number.
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Channel Setup Options
After you have assigned a label (Channel Name) to all of your Channels, use the check boxes to select Channel Setup options.
; Use Channel
Select this to enable recording of the channel. For example, if you are using an 8-channel Voice Print system to record 6 Agents, you may disable channels 7 and 8 by un-checking the boxes. ; Disable Live Monitoring
Select this to restrict users the ability to Live Monitor this channel (flagged with a Yellow Warning icon on the Live Monitoring Tab). This setting overrides a Live Monitor setting in the Agents Tab.
; Use Alert Tone when Recording
Select this if you desire an alert tone when recording begins. This feature only works with Voice Cards that are able to provide “Beep Tone”.
; Always Record (VOX Emulation)
This option is available on a per channel basis for systems other than VOX that need to record or playback certain channels in VOX mode (i.e., Live Monitoring, Remote Playback).
Details
27 Extension (Fixed Seating environment only)
Enter the Agent’s Extension Number (5 digit numeric length). The Modify Channel Name button has the same functionality as this entry box so the entry may already be populated. Department ID
As desired, enter a department number (9 character alphanumeric limit). Desk Location (Fixed Seating environment only)
As desired, enter an alphanumeric description (20 character alphanumeric limit).
Note: If the entry is an exact match from the Desk Location entry in the Details Section from the
Agents Tab, then Voice Print will append the Agents Agent ID to the call. This is only
relevant in a Fixed Seating Environment. Group ID
Assign a Group ID to correlate to a single Channel or to several channels. From the
Agents Tab, Group Access lets you select which Group ID’s an Agent will have access to,
or you can enter a single Group ID number in the Group ID entry box.
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Class of Service (COS)
Allows you to tag and retain calls from 5 to 365 days in LTS for the selected Channel (the default equals 0 or none). A COS tagged Call is not written to archive media. When the retention level of a COS tagged Call is met it is deleted from LTS. When the LTS setting is less than the COS retention level setting, then the LTS setting will take precedence and delete the call from LTS first.
Advance Channel Configuration
Advanced Channel Configuration allows for further channel configuration from recording compression formats down to minute audio adjustments on a per channel basis.
Select the Advanced button to open the Advanced Channel Configuration Menu.
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Channel Type
Record Only
This is Voice Print’s factory default setting for all channels. Playback Only
If your Voice Print Server includes this option, select this check box to use this channel for call playback over an analog phone line or analog PBX extension. VPI recommends using Channels 3 or 4 for this feature.
Note: Never wire an incoming extension to a Playback Only phone line. A channel selected forPlayback Only will not record calls.
Playback and Notify
Obsolete—This feature is now controlled by Event Center Alarm Notifications. Live Monitoring (LM)
If your Voice Print Server includes this option, select this check box to use the channel for Live Monitoring. This option will also allow LAN Clients to Live Monitor calls. VPI recommends using Channel 1 for Local Live Monitoring and Channel 2 for Remote Live Monitoring.
Local LM: Channel 1 should not have any wiring connected and a Live Monitoring adapter
is required to Live Monitor through the Voice Print Server Sound Card. A Live Monitoring Channel will not record calls.
Remote LM: Never wire an incoming extension to a Remote Live Monitoring channel. An
outgoing analog phone line or analog PBX extension is required for this feature. A Live
Monitoring Channel will not record calls. VPI recommends using Channel 2 for this feature. PIN Playback
If your Voice Print Server includes this option, select this check box to use the channel for Perish able PIN playback. VPI recommends using Channels 3 or 4 for this feature. Never wire an incoming extension to a PIN Playback channel. An outgoing analog phone line or analog PBX extension is required for this feature. A PIN Playback Channel will not record calls.
Recording Format
Microsoft 13.3 KHz GSM
This selection records calls in Microsoft Native 13.3 KHz GSM format. Recording at 13.3 KHz offers approximately 160 hours of recording storage per 1 GB of device storage. This is the default setting. Lucent 24 Kbps ADPCM
This selection records calls in Lucent 24 Kbps ADPCM format. Recording at 24 Kbps offers approxi mately 88 hours of recording storage per 1 GB of device storage.
Lucent 32 Kbps ADPCM
This selection records calls in Lucent 32 Kbps ADPCM format. Recording at 32 Kbps offers approxi mately 66 hours of recording storage per 1 GB of device storage.
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Thresholds
Silence
The Silence Threshold setting is only for channels recording in VOX mode and it controls when to end a recording based on the length (in seconds) entered.
Inactivity
The inactivity setting is a timer that controls how long is permissible before a channel goes into an inactive state. When the channel reaches the inactivity limit then an error event is sent to the Event
Center and the Channel Activity tab will change the color status of the channel to a light brown color
indicating an “Idle/Alarm” state.
Audio Adjustments
Adjust Gain
Used to increase or decrease the Audio Volume. The setting range is from -6db to +6db. The default setting is 0 db.
Special 1
Do not change this setting unless instructed to do so by a VPI Support Technician! Used to
preclude “runaway calls” when recording in VOX mode for Legacy Cards. The setting range is 1 for Legacy Cards and 0 for all others.
Eng Lo
This setting is for the energy threshold that determines the minimum level in which to maintain the call recording. The range is from 0 to -51. The default setting is 0.
Eng Hi
This setting is for the sound threshold that determines the maximum level in which to trigger the recording. The range is from 0 to -60. The default setting is 0.
Note: If you enter a value outside the allowable range for Eng settings you will receive an error for the
null value. The error will state “Invalid variant type conversion”.
Integrated DAC Encoding
Mu-law algorithm (ì-law) is a standard analog signal compression algorithm, used in digital communica-tion systems of the North American digital hierarchy, to optimize, i.e., modify the dynamic range of an analog signal prior to digitizing. It is similar to the A- law algorithm used in Europe. Choose the appropri-ate algorithm for your country. The Not Present selection will use standard linear encoding for the channel.
Note: Smartworks Voice Cards require the Mu-law checked for D-Channel configured systems.
31
Agents Tab
This tab is for creating new Agents or for modifying Agents. The example below shows the Agent Tab in a
Fixed Seating environment which shows an additional section called “Details” (shown below).
Adding or Modifying Agents
Select the New or Modify buttons.
Assign a unique Agent ID and Password for each individual Voice Print user. Passwords are case sensitive and spaces are valid characters. Enter a unique numeric Agent ID (up to 5 digits) and an alphanumeric password (up to 15 characters). Fill in the Agent information including the First and Last Name, then click
Modify or Add. When adding new agents to the system, Voice Print will keep the Add New Agents window
open until you are finished.
32
Deleting Agents
To delete an Agent from the system, highlight the Agent and then select the delete button. You will receive the following warning:
Select Yes to permanently delete the Agent from the system.
Adding and Defining Rights
Use the User Type/Rights check boxes to select and allow Administrator, Search/Playback, and Live Monitor-ing rights, as necessary.
; Administrator (Solid Check Mark)
A solid check mark allows access to all sub-tabs of the Voice Print Setup tab. First Level Administrators have the ability to see current system status, search and playback all calls, live monitor all calls, maintain archive media, setup system parameters, add and delete users, disable channels, add/edit channel names, change user’s rights, and shutdown the Voice Print Server. If you have Administrator Rights there is no need to check the other User Type/Rights check boxes or to define Group Access. First Level Administrators have Full authority to Voice Print so be careful how you assign this User Right!
; Administrator (Light Gray Check Mark)
There are two levels of Administrator. A light gray check mark is for second level administration and allows access to All Tabs with the exception being the Voice Print Setup Tab. The Voice Print
Setup Tab is limited to the Channels and Agents Tab only. Under the Agents Tab, you only have
rights to modify Agent Names (can’t see password or change Agent ID) and cannot grant Adminis trator rights (all other rights are applicable). Under the Channels Tab, you cannot configure the
Advanced Channel Feature. Second level administrators cannot Exit (shutdown) Voice Print.
33 ; Search/Playback
This checkbox allows access to the Search/Playback tab. Additionally, Agents will have the ability to view System Status, Channel Activity, and maintain Archive Media on the Voice Print Server. ; Self Playback Only
This checkbox allows Agents to playback export and save calls tagged only with their own Agent
ID. This feature only works in conjunction with the Search/Playback tab. Additionally, Agents will
have the ability to view System Status, Channel Activity, and maintain Archive Media on the Voice
Print Server.
Note: Self Playback Only overrides any settings in Group Access in a fixed seating
environment. Self Playback Only is not applicable in a free seating environment so you will need to assign the Agent to a Channel Group(s) using Group ID or Group
Access for playback capability.
; Export Calls
This checkbox allows the user to export a call to email or to a file if the Search/Playback box is also checked. Additionally, Agents will have the ability to view System Status, Channel Activity, and maintain Archive Media on the Voice Print Server. For the export to email feature to work, a MAPI
profile must be setup on the Voice Print Server.
; Live Monitor
This checkbox allows access to the Live Monitor Tab where you can monitor a call in real-time. Additionally, Agents will have the ability to view System Status, Channel Activity, and maintain
Archive Media on the Voice Print Server. You can restrict which channels can be Live Monitored by
checking the Disable Live Monitoring checkbox on a per channel basis (see the Channels Tab for instructions).
Privacy Locks (CTI Environment)
Privacy Locks provide the Agent protection against any users who do not have administrator rights.
; Record Agent
In a CTI environment, Voice Print checks to see if we should be recording the Agent based on this checkbox.
; No Call Playback
Disables second level Administrators to playback calls for this Agent. ; No Live Monitoring
Disables second level Administrators to Live Monitor calls for this Agent.
34
Details (Only viewable in Fixed Seating Environments)
The Details Section for the Agents Tab is only viewable in a Fixed Seating environment. Fixed Seating corre-lates Agent ID’s to Channel Numbers if the Agents Extension Number matches a Channel Extension Number. This will allow Agents to search and playback calls by their Agent ID.
Extension
Enter the Agent’s Extension Number (5 digit numeric length). This correlates Agent ID’s to Channel
Numbers if the Agents extension number matches a Channel extension number. This will allow Agents to search and playback calls by their Agent ID.
Department ID
As desired, enter an alphanumeric description (9 character limit). Desk Location
As desired, enter an alphanumeric description (20 character limit).
Note: If the entry is an exact match from the Desk Location entry in the Details Section from the
Channels Tab, then Voice Print will append the Agents Agent ID to the call. This will allow Agents to search and playback calls by their Agent ID.
Class of Service (COS)
Allows you to tag and retain calls from 5 to 365 days in LTS for the selected Agent (the default equals 0 or none). A COS tagged Call is not written to archive media. When the retention level of a
COS tagged Call is met it is deleted from LTS. When the LTS setting is less than the COS
retention level setting, then the LTS setting will take precedence and delete the call from LTS first. If the Channels Tab > Details section already contains an entry for COS then it will override this entry.
Group ID and Group Access
At least one Group ID or Group Access is required for an Agent to playback calls in a Free Seating
Environ-ment and it’s an option in a Fixed Seating EnvironEnviron-ment. The Self Playback selection overrides any setting in
Group ID or Group Access and is only applicable in a Fixed Seating Environment.
35 Group ID
Assign a single Group ID (from the Group ID Number assigned in the Channels Tab) for the Agent to access calls.
Group Access
Group Access allows you to select more than one Group ID for the Agent to access calls. You can
select up to as many as 95 Groups.
This example shows access to all Groups.
36
Buffer Manager Tab
The Buffer Manager Manages the Short-Term (Primary) and Long-Term (Secondary) storage buffers.
Note: Do not change the device drives for Storage Buffers unless instructed to do so by Voice Print
Technical Support.
BUFF 01-Primary Buffer Device (Short Term Storage)
BUFF 01 is the Short-Term (Primary) Storage area where recorded but un-archived calls reside.
37 As the buffer fills, the color status indicator will change from green to yellow and then eventually red. The next archive session (default every 30 minutes) will archive calls from the Primary Buffer to DVD Media and copy calls to the Secondary Buffer (LTS). As the Primary Buffer empties, the indicator will revert back to yellow and then eventually to a green status. If the indicator stays in the red then this indicates an overflow condition (i.e., Archive Media is full and needs to be changed).
The Free Space Alarm will send an event to the Event Center to notify you that disk space is limited. To adjust the range; slide the scroll bar from the left at 3% (97% free space remaining) or to the right at 50% of free disk space remaining. 3% is the recommended setting because the higher the alarm is set the more alarm notifica-tions you will receive, and some may be unnecessary.
BUFF 02-Secondary Buffer Device (Long Term Storage)
BUFF 02 is the Long Term Storage (LTS) area that contains archived recordings for on-line instant retrieval and
playback. This is typically the remaining 90% of fixed disk space remaining on the hard drive (partition F). If space requirements are not enough for your environment, then map BUFF 02 to a NAS unit or a Network
Drive.
BUFF 02 will also progress from green to yellow and then eventually red as the buffer fills. When the color
indicator stays in the red this indicates that disk space is limited. As stated in BUFF 01, use the Free Space
Alarm to send an event to the Event Center to notify you that disk space is getting limited. To adjust the Free Space Alarm use the method as described in BUFF 01.
Note: Buffer overflow does not apply to LTS.
The Voice Print server has backup buffers configured to ensure normal system operation (explained next).
On Alarm (Overflow Backup Buffers for Primary Buffer)
When an overflow condition exits, one of the following rules can be selected: • Stop Logging
This will disable the system from recording any further calls. Not recommended! • Scan and Overflow to Any Local Fixed Disk Devices
This will look for any other space on any local fixed drive contained within the server and write to that location. The sequence goes from F (LTS) to E to D to C. When the Primary Buffer local drive (E) can accept more data, then the system will retrieve the files written to the remote drive(s) and archive them accordingly. This is the recommended method!
• Scan All Drives and Overflow to Any Available Device
This will look for any other space on any mapped network drive and write to that location. The sequence goes from last network mapped drive (i.e. Z) and works its way up to the next mapped network drive and so forth. When the Primary Buffer local drive (E) can accept more data, then the system will retrieve the files written to the remote drive(s) and archive them accordingly.
Long Term Storage (LTS) Overview
The setting used to control the size of the Secondary Buffer is the Long Term Storage Manager. Based on this setting (in hours) determines the space requirement for the buffer. If set to high you will receive an overflow condition. If set to low (and there is still plenty of space) then you will be loosing the ability to retain as many calls on-line as possible therefore causing archive media to be inserted for call playback. The default setting is 1440 hours (or 60 days). It’s best to review this setting and adjust it incrementally based on your call volume.
38
Archive Manager Tab
Archive Sessions
By default, Voice Print performs an Archive Session every 30 minutes. The archive session copies all record-ings created during the previous 30 minutes from the Primary Buffer to Archive Media (DVD) and to the Long
Term Storage (LTS) Secondary Buffer and the database is updated to reflect the current location of each call.
LTS is the Secondary Buffer, and by default is the remaining partition of the hard-drive. However, the device
selected for the Secondary Buffer can be a Network Attached Storage (NAS) device residing on the network.
Sweep Sessions
By default, Voice Print performs a Sweep Session during every fourth archive session. The sweep session reviews the list of archived call records and removes calls that are older than the LTS hour setting (refer to the Buffer Manager section). The default setting for LTS Buffer Hours is 1440 hours or approximately 60 days worth of calls (i.e., 1440 hrs.÷ 24hrs = 60 days).
ARCH01-Primary Archive Device
ARCH01 stands for Archive Device number 1. The indicator gives status of the first archive device. The blue
sliding indicator gives a graphical representation of how full the archive media is. Status indicates the current state of the drive and loaded media. Archive ID displays the currently loaded media ID number. Free indicates how much free space is available on the currently loaded media.
39 As the media fills, the color status indicator will change from green to yellow and then eventually red. If the indicator stays in the red then this indicates the media is full and needs to be changed.
The Change Media Alarm will send an event to the Event Center to notify you that archive is full. To adjust the range; slide the scroll bar from the left at 1% (99% free space remaining) or to the right at 20% of free space remaining. 1% to 5% is the recommended setting because the higher the alarm is set the more alarm notifica-tions you will receive, and some may be unnecessary.
ARCH02-Secondary Archive or Playback Device
ARCH02 indicates the status of the second archive device if it is present. Each of the indicators works exactly
as described in ARCH01. Systems configured with “Mirrored” archive devices will show the drive as LOCKED and FULL at all times. ARCH02 can also be setup to store data sequentially. Therefore when ARCH01 is full, data will begin to archive to ARCH02.
Note: Media is Type 1 double-sided 9.4GB (4.7GB per side) in non removable disk cartridges. Media Recycle Options
Left Click this icon to display Media Recycle Options. Your selection determines a global setting for recycling
media. See the Properties Archive Device > Tools Tab for instructions on recycling media.
Tasks
Radial buttons are available to enable or disable the Archive Devices. Archive/Playback
Disable
40
Properties Archive Device
Click the Properties Archive Device button. This will take you to the General Drive Utilities.
Properties Archive Device > General Drive Utilities Tab
The General Drive Utilities displays information such as the Archive device ID number, the status of the device, the amount of free space, and the amount of space used. It also tells you how many calls, and the total number of call hours stored on the media.
Eject Media
Important: Only use this method for ejecting the media or the method described on the System
Status Screen. DO NOT eject the media manually!
Either turn the DVD-RAM cartridge over to utilize side two or use formatted or recycled DVD-RAM media.
Note: Use double-sided (4.7GB/side) media in Type 1 (disc non-removable) cartridges.
Close the DVD-RAM tray by pressing the DVD-RAM drive button.
41
Properties Archive Device > Tools Tab
The Tools Tab allows you to Print Media Label, Recycle the Media and Erase the Media.
Print Media Label
To print ID labels for your media.
Recycle Media
You can recycle media (erase and reuse) and remove the call data from the database. The media recycle options are changeable from the main Archive Tab. This feature is only available for DVD-RAM Media.
Erase Media
You can erase media and not remove the call data from the database. Clicking the Format now button will format the present side of the two sided disk and assign it a new and Unique ID Label.
Eject Media
See explanation from the Properties Archive Device > General Drive Utilities Tab.
42
Properties Archive Device > DB Repair Tab
Recovery options have not been completed. Contact your Voice Print Vendor for update information.
Eject Media
See explanation from the Properties Archive Device > General Drive Utilities Tab.
43
Database Tab > Backup Tab
This screen allows you to configure the location of the Backup file(s), and to configure if you want to overwrite the existing backup or not. On the right-hand side of the screen, you need to select the radio button that most appropriately reflects the business rules in place: Automatic Backup, Backup every night, Every Sunday
night, etc.
There is a status indicator located directly under the Database Backup Options header. The status indicator should always be green and will indicate the last backup activity performed. If the status indicator ever turns red then there is a problem with the database and maintenance is required.
Location for Backup Files/Overwrite Existing Backup
This is the default location for the database backup. You can overwrite the existing backup by checking the Overwrite the existing Backup check box.
44
Backup Now Button
You can perform a backup at any time using the “Backup Now” button. Click the “Backup Now” button • You will see the Database Backup Running status window.
• When complete, you will see the “Complete Database Backup” status window.
45
Activ! Voice Client Setup
Client Workstation Set-Up
Note: The Voice Print Client software will not run on Windows 95 Version A.
Important: This procedure contains information about modifying the registry. Before you modify the
registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, visit
http://support.microsoft.com/ and search for the appropriate Microsoft Knowledge Base Article for your operating system.
Windows 98/NT/2K/XP/2003 Client Workstation – Client Security Privileges
After installing the Activ! Voice Client, you will have to change Security Privileges to allow all users access to the Client software.
1. Start > Run > Regedt32
2. Click on the HKEY_LOCAL_MACHINE window. 3. Highlight the following Key Folders
HKEY_LOCAL_MACHINE/Software/TCG Telecommunications HKEY_LOCAL_MACHINE/Software/Voice Print International, Inc
Note: There may be more than one Voice Print International, Inc key.
4. Then click on Security or Permissions from the top Menu bar and allow all Users Full Control. 5. Exit the Registry.
6. In Windows Explorer, go to the Program Folder for the Voice Print Client and grant all Users Access
Rights to the Program Folder.
Note: By default this is “C:\Program Files\VPI\Voiceprint Playback Client”.
7. Restart the computer.
After rebooting you will need to login “locally” as the local Administrator with a login ID of “0” and a password of “vpadmin” to connect to the Activ! Voice Server (covered next).
46
Client Setup Tab > Servers Tab > Voice Print Servers List Tab
Before you can connect to Activ! Voice you will need to setup a connection to the Activ! Voice
Server and the Activ! View Screen Capture Server if have purchased Activ! View.
Initially the Voice Print Server List will be empty. To add a Server, select the Add VP Server button.
Enter the following information accordingly:
ID: Enter the ID number of the Voice Print Server. The first
server should have an ID of 1 with subsequent servers following in sequential order (i.e., 2, 3 etc.).
VP Machine Name: This is the network machine name used to identify the Voice Print Server.
Friendly Name: This is the selectable name viewed from the “Connect to” display box when logging in.
47
Screen DB Location: Not available on all systems, this is the host name and location of the Activ! View screen database.
Network Archive Storage Path (UNC): Not available on all systems, this path must point to the network’s mass storage device
(i.e., \\servername\sharename).
Archive Manager: Not available on all systems, this is the host name or IP address of the Activ! View Archive Manager.
Select the Test Button to verify the connection to the server is valid. If you receive a
Connections OK reply then you can select the Add button to add the server. Repeat the process to add
additional servers and use the Modify Server button to change any settings to existing Severs. To delete a Server, highlight the Server(s) and select the Delete VP Server button.
48
Client Setup Tab > Servers Tab > Server Groups Tab
When you have more than one server you can add them to Groups to facilitate easy access to all Activ! Voice Servers with one login session.
Note: When using Groups to login you can use the Allow Group Logins Only checkbox on the
Voice Print Server List tab. To revert back to logging by Server you will need to uncheck
this box.
49 Initially the Groups List will be empty. To add a Group, select the Add Group button.
Enter the following information accordingly:
Enter a Group Name, and from the list of Available Servers, highlight which servers to add then select the Single Add button > or use the Add All button >> to add all Servers. Removing Servers from the Group is done the same way. Repeat the process to add additional Groups and use the Modify Group button to change any settings to existing Groups.
To delete a Group, highlight the Group(s) and select the Delete Group button.
50
Client Setup Tab > General Tab
The Administrator needs to log in with login ID of “0” and a password of “vpadmin” to access this screen. A Voice Print Technician normally uses it at the time of setup. However, should you ever choose to add more servers, you will need to know how to login and access this screen.
Enter the following information accordingly:
Local Admin Password If you would like to change the local Administrator password enter it here (passwords are case sensitive).
51
Auto Agent Logout Setting range is from 5 to 60 minutes (the default is 30 minutes). Check the checkbox to invoke. This feature will free up a concur rent license when the user does not log out.
Local Phone Number/EXT Type a phone number or extension for Remote Playback and or
Remote Live Monitoring or check the “Prompt for Playback Number”.
Note: The “Prompt for Playback Number” selection may be a
security risk! Check Company Policy before using. See the Client User guide for use of this feature.
Archive Device Type Select the type of Archive device for the locally installed archive playback device. See the Client User guide for use of this feature.
Public Safety Max Search Range This selection will change the Search and Playback screen to
search only for calls in minutes from 1 to 1440 (24 hours). See the Client User Guide for use of this feature.
52
Event Log The Event Log is useful for auditing Client Activity. Selections include Login/Logout, Search Activity, Archive Events, and Channel Activity.
Trace Events will keep a detailed log of all events during the use of the Client. This feature should only be used occasionally (i.e., troubleshooting a problem) because the log file may use an ample amount of disk space if invoked for too long. The Event Log file is located in the Client installation directory.
Disable User Password Change This feature prevents an Agent from changing their password.
53
Sharing the Voice Print Server Archive Device to Play Archive Media from the Client
You can share the DVD-RAM Archive drive from the Activ! Voice Server to playback archive media from the Client.
1. Create a hidden read only share for the DVD-RAM drive on the Activ! Voice server.
2. Configure the Client to use a network mass storage archive device (login to the Client with an ID of
“0” and a password of “vpadmin” and go to Client Setup Tab > Voice Print Servers List > Modify Server.
3. Change the Server Connection on the Client to have a UNC Archive path of “\\servername\e$” (where computername equals the Server Name) then logout.
4. Login into the Client as an Administrator and go to the Archive Devices Tab, and you will see the Archive Device from the Activ! Voice Server.
54
Technical Support Information
Please contact our certified Technical Service Technicians during our posted Technical Support hours. After hours support is available to Gold Service Contract holders and Emergency Public Support Service Agencies. All other accounts are subject to a service fee for this option. Call the Technical Support line for further infor-mation and phone numbers.
Monday thru Friday 6am to 6pm
Pacific Standard Time (805) 389-5201
55
Index
A
Activ! Voice Client Setup 45
Activ! Voice Server Operational Overview 4 Add button 47
Adding and Defining Rights 32 Adding or Modifying Agents 31 Adjust Gain 30
Administrator (Light Gray Check Mark) 32 Administrator (Solid Check Mark) 32 Advance Channel Configuration 28 Agent ID 31
Agents Tab 31
Allow Group Logins Only 48 Always Record (VOX Emulation) 26
Anti Virus and Third Party Software Conflicts 5 ARCH01 12
ARCH01-Primary Archive Device 38 ARCH02 12
ARCH02-Secondary Archive or Playback Device 39 Archive Device Type 51
Archive Manager: 47 Archive Messages 14 Archive Session 11 Archive Sessions 38 Audio Adjustments 30 Auto Agent Logout 51 Auto Logout 23, 24
B
Backup Now Button 44
BUFF 01-Primary Buffer Device 36 BUFF 02-Secondary Buffer Device 37
C
C, D, E and F partitioned drives 5
Call Playback Phone Number/Extension 22 CAL’s (Client Access Licenses) 17
Changing DVD-RAM Media 12 Channel Manager > Channels Tab 25 Channel Manager Tab 22
Channel Setup Options 26
Channel Type 29
Class of Service (COS) 28, 34 Client Activity Section 17
Client Setup Tab > General Tab 50
Client Setup Tab > Servers Tab > Server Groups Tab 48 Client Setup Tab > Servers Tab > Voice Print Serve 46 Client Workstation Set-Up 45
Connections OK 47
D
Delete VP Server button 47 Deleting Agents 32
Department ID 27, 34
Desk Location (Fixed Seating environment only) 27, 34 Details 26
Details (Only viewable in Fixed Seating Environmen 34 Disable Live Monitoring 26
Disable User Password Change 52 Disabling “Shutdown Event Tracking” 7
DO NOT scan ANY files on the following drives 5
E
Enabling Automatic Logon 6 Eng Hi 30
Eng Lo 30 Erase Media 41 Event Log 52
Exiting (Stopping) Activ! Voice 8 Export Calls 33
Extension (Fixed Seating environment only) 27, 34
F
Friendly Name: 46
G
Group ID 27
Group ID and Group Access 34
I
ID: 46
Idle Alarm Rep 23 Idle Messages 13 Inactivity 30
Integrated DAC Encoding 30
