v-portal - version 4.1 configuration guiderev_c).pdf · vportal server customization allows you to...

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V-Portal - Version 4.1 - Configuration Guide (Rev c)

VPI • 160 Camino Ruiz, Camarillo, CA 93012-6700(Voice) 800-200-5430 • 805-389-5200 • (Fax) 805-389-5202

www.vpi-corp.com

V-PORV-PORV-PORV-PORV-PORTTTTTAL - VERSION 4.1AL - VERSION 4.1AL - VERSION 4.1AL - VERSION 4.1AL - VERSION 4.1CONFIGURCONFIGURCONFIGURCONFIGURCONFIGURAAAAATION GUIDETION GUIDETION GUIDETION GUIDETION GUIDE

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V-Portal - Version 4.1 - Configuration Guide (rev c)

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Copyright © 2008 Voice Print International, Inc.

The information contained herein is subject to change without notice.As the registered end user, you are free to make and use as manycopies of this manual as you like, so long as it is used for internalpurposes only and is not transmitted in any manner whatsoever to anyindividual, organization or corporate entity not specifically named inyour End User License Agreement.

Voice Print International, Inc., shall not be liable for technical or editorialerrors or omissions contained herein.

Contents

Overview ---------------------------------------------------------------------------------------------------------------------------------------- 3Configuration Layout ------------------------------------------------------------------------------------------------------------------------- 3Secure Login ---------------------------------------------------------------------------------------------------------------------------------- 3Configuration ---------------------------------------------------------------------------------------------------------------------------------- 4

V-Portal Servers ------------------------------------------------------------------------------------------------------------------------- 4Manage ------------------------------------------------------------------------------------------------------------------------------ 4View Settings----------------------------------------------------------------------------------------------------------------------- 6

Advanced Settings ----------------------------------------------------------------------------------------------------------- 6Customization ---------------------------------------------------------------------------------------------------------------------- 7

IQ Servers -------------------------------------------------------------------------------------------------------------------------------- 8Manage ------------------------------------------------------------------------------------------------------------------------------ 8

Voice Servers ---------------------------------------------------------------------------------------------------------------------------- 9Manage ------------------------------------------------------------------------------------------------------------------------------ 9

View Servers ----------------------------------------------------------------------------------------------------------------------------10Manage -----------------------------------------------------------------------------------------------------------------------------10

Server Synchronization --------------------------------------------------------------------------------------------------------------- 11Begin Export Now ---------------------------------------------------------------------------------------------------------------- 11Set Export Run Time ------------------------------------------------------------------------------------------------------------ 11Pause Export Setting ------------------------------------------------------------------------------------------------------------12Management Tips ----------------------------------------------------------------------------------------------------------------12

Server Groups --------------------------------------------------------------------------------------------------------------------------13Manage -----------------------------------------------------------------------------------------------------------------------------13

Add/Edit Server Group -----------------------------------------------------------------------------------------------------13Add Capture Server(s) ------------------------------------------------------------------------------------------------------13Add User(s) -------------------------------------------------------------------------------------------------------------------14

Users and Groups ---------------------------------------------------------------------------------------------------------------------15Manage -----------------------------------------------------------------------------------------------------------------------------15

Adding/Editing Users -------------------------------------------------------------------------------------------------------15User Detail Settings --------------------------------------------------------------------------------------------------------16Adding Groups ---------------------------------------------------------------------------------------------------------------17Adding Users to Groups ---------------------------------------------------------------------------------------------------17

Import -------------------------------------------------------------------------------------------------------------------------------19Importing a CSV formatted file ............................................................................................................. 19

Roles and Rights -----------------------------------------------------------------------------------------------------------------------20Manage -----------------------------------------------------------------------------------------------------------------------------20

Revision History -----------------------------------------------------------------------------------------------------------------------------21

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OverviewVPI’s dedication to understanding and meeting the needs of our customers has resulted in the development ofActiv! Performance Suite™. A gateway to VPI’s Activ! Performance Suite™, is the dynamic ‘V-Portal’ offeringsecure, unified Web browser-based access to VPI’s tightly integrated, modular suite of contact center solutionsand integrated third-party applications.

This guide will assist you with the administration and configuration of ‘V-Portal’. Familiarity with using WindowsOperating Systems and Windows Networks is a prerequisite for the proper operation and use of ‘V-Portal’.

Configuration Layout

There are currently seven Configurable Sections available within the ‘V-Portal’ Interface:

• V-Portal Server(s)• IQ Server(s)• Voice Server(s)• View Server(s)• Server Groups• Users and Groups• Roles and Rights

Secure Login

To ensure utmost security, Activ! Performance Suite™ offers multi-level authentication at both the client/server/service level. Additionally, Activ! Performance Suite’s login security is enhanced by its Microsoft encryptedSALT and irreversibly MD5 hashed passwords.

The first time default login for a System Administrator is ‘vpadmin’ for both ‘User Name’ and ‘Password’ (passwordsare case sensitive).NOTE: Once you have logged in successfully it is highly recommended that you change the defaultAdmin ‘User Name’ and ‘Password.

Overview/Secure Login

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Configuration

This section is for configuring the various Servers used within the V-Portal Interface. Other features include V-PortalField Description Customization, Server Synchronization, User Group Importation and Administrative ‘Roles and Rights’management.

V-Portal Servers

Manage

Left click on the Server Application Icon and the following ‘Action Menu Items’ will activate:

Select a ‘Server Application’ to administer or click the ‘New’ button to add a new server application.

V-Portal Servers

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From the Application Settings window, enter the following:

Host Server—name of the server hosting V-Portal:

• When creating host servers you will be prompted for the Server Name and a Friendly Name• During the setup, the screen will display by Server Name, from the main screen it will display by Friendly Name

Database Path — D:\DB\GUARDIAN.GDBDatabase Login — SYSDBA or VPMAINDatabase Pass — password for SYSDBA or VPMAINMedia Path — will point to the TempMedia folder, default will be on drive E:\ of the V-Portal Server:

• This needs to be a local drive and will be the location that media is transferred to for interaction playback

Use the button at anytime to make certain the connection settings are valid.

V-Portal Servers

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View Settings

This screen allows you to view system settings for your VPortal application.

Advanced Settings:

CAUTION: These settings should only be configured by advanced users only!

Registry:

• Need to change the guardian connection value to have the V-Portal Server Name• V-Portal Key must be set to the value which includes the products purchased

Web.Config:

You will need to edit the following so the e-mail featuring of V-Portal will work:

• The From default value = who the e-mail appears to be from• SMTP server name = name of SMTP server capable of relaying the e-mail for V-Portal• SMTP port number = should be default of 25, unless the customer changes• username & password = if the SMTP server requires authentication

There are 2 entries, one for Agent Export Service and one for Media Service. This points V-Portal to themachine running both of these services.

V-Portal Servers

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Customization

VPortal server customization allows you to set the names of all of your server columns throughout the site and to setthe visibility of your server columns within your search results grid on the Search and Playback page.

To begin, select a server column from the drop down list below and begin setting its properties.

Check the ‘Visibility’ checkbox if you want the ‘Field Name’ displayed in the Search Results. Once you are finished,click the ‘Confirm’ action menu item to confirm your changes. Or, click the ‘Cancel’ action menu item to clear all of yourcurrent changes.

V-Portal Servers

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IQ Servers

Manage




Host Server—name of the server hosting Activ! IQ:


Database Path — D:\DB\ACTIVIQ.GDBDatabase Login — SYSDBA or VPMAINDatabase Pass — password for SYSDBA or VPMAINIQ Media Path — will point to the EvalMedia folder, default will be on the F:\ of the V-Portal Server:

• This needs to be a local drive and will be the location that media is transferred to for evaluation playback


IQ Servers

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Voice Servers

Manage




Host Server—name of the server hosting Activ! Voice:


Database Path — D:\DB\VPDATA.GDBDatabase Login — SYSDBA or VPMAINDatabase Pass — password for SYSDBA or VPMAINArchive Type — NAS or DVD (Support for DVD has not been implemented)NAS Path — Share to the archive location—NAS or DVD—(Support for DVD has not been implemented)PIN PH # — Enter the PIN Phone number that authorized external callers will use to hear PIN protected phone

messages.


Voice Servers

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View Servers

Manage




Host Server---name of the server hosting Activ! View:


Database Path — D:\DB\SCDATA.GDBDatabase Login — SYSDBA or VPMAINDatabase Pass — password for SYSDBA or VPMAINArchive Manager — name of the Activ!View server, used by VPGetFile.dll to connect to VP Safe Service for retrieval

of Screen Captures


View Servers

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Server Synchronization

The ‘Server Synchronization’ feature allows the Administrator to schedule a unique time everyday to export all changesmade to Users and replicate them to their assigned Server Groups. The default setting for this feature is 12:00 AM. Inaddition, exports can be conducted at anytime by selecting the ‘Begin Export Now’ Confirm’ action menu item.

Begin Export Now:

To immediately replicate changes to Server Groups select ‘Server Synchronization’ from the drop down list, and thenselect the ‘Begin Export Now’ action menu item. The export will load and when the changes are complete they will bewritten to a log file as shown below:

Scroll down in the log file window to view the results of the export.

Set Export Run Time:


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To change the default setting select ‘Server Synchronization’ from the drop down list, and then select the ‘Set ExportRun Time’ action menu item.

Choose a time from the ‘Time Picker’ Menu, and then select the ‘Save your edits’ action menu item.

Pause Export Setting:

You can pause the export at anytime utilizing the ‘Pause Export Setting’ action menu item.

Management Tips:

• Only setting which can be changed is the daily time for the Agent Export process• It’s recommend not to start the Agent Export Service until after you have all the Agents entered into V-Portal

Some Notes:- The indicator lets the Agent Export service know when to add, update or delete Agents and is the SYNCSTATUS field in the VP_USERSEXTENDED table of the GUARDIAN database.- A value of 2 means to update- A value of 4 means to delete the agent from the Voice and View DB’s- Typically the value will be at 1 when there is nothing to update, however any value besides 2 and 4 will result in no action being taken by the service


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Server Groups

Manage

This screen enables you to configure some of the core functionality of the V-Portal Application. ‘Server Groups’ areunique in that it allows the Administrator a higher echelon of Security.

NOTE: You must add a ‘User(s)’ to the correct ‘Server Group(s)’ otherwise they will not be able to search forGroups/Users. Based on a ‘User(s)’ assigned ‘Server Group(s)’, replication of any changes to a User(s) appliesto those Server Group(s).

Add/Edit Server Group:

Select either the ‘Add or Edit User Group’ action menu item. From the ‘Details’ pane, enter or edit the ‘Group Name’ anda ‘Description’. When finished, select the ‘Confirm’ action menu item.

Add Capture Server(s):

From the ‘Add Server(s) and User(s)’ pane, select the ‘Add Server(s)’ radio button. From the list of all ‘UnassignedUser(s)’ select one or as many Users and then select the ‘Add to Group’ button.

Server Groups

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NOTE: Hold the ‘CTRL’ key to select multiple Servers.

NOTE: Any Agent(s) with a ‘(not captured)’ listed next to their name indicates that an ‘Agent ID’ has not beenassigned to that User and that the ‘User’ will not be recorded. To remedy this assign an ‘Agent ID’ to the ‘User’(see Section on ‘Users and Groups’).

Filters:

You can apply a Filter to simplify population by typing in values that match ‘like values’.

Add User(s):

From the ‘Add Server(s) and User(s)’ pane, select the ‘Add Agent(s)’ radio button. From the list of all ‘UnassignedCapture Server(s)’ select one or as many Servers and then select the ‘Add to Group’ button.

NOTE: Hold the ‘CTRL’ key to select multiple Servers.

Filters:

You can apply a Filter to simplify population by typing in values that match ‘like values’.

Server Groups

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Users and Groups

Users and Groups

Manage

This screen enables you to manage V-Portal Users and Groups.

There are three Panes:

• User Groups• Users• Details

Adding/Editing Users

To add ‘Users’, select the ‘New User’ or action menu item and then from the ‘Details’ section add the requiredinformation (text boxes in Yellow) for the ‘User’. Click the 'Confirm' action menu item when you are finished toconfirm your changes. Select the ‘Edit User’ action menu item to change any ‘User Details’. There are also featuresfor ‘Deactivating a User’ and ‘Locking-Out a User’. The ‘Lockout’ feature temporally deactivates the ‘User’ fromaccess to the system. To permanently deactivate a ‘User’, select the ‘Deactivate User’ action menu item. When a‘User’ is deactivated that will free up their Agent ID(s) for reassignment to other Agents.

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Users and Groups

Filters:

You can also apply a Filter to simplify population by typing in values that match ‘like values’.

User Detail SettingsUsername: RequiredFirst Name: RequiredLast Name: RequiredEmail: RequiredPassword: Required-Alphanumeric six character length min.,

eleven character length max.Password Confirm: RequiredPassword Question: RequiredPassword Answer: RequiredAgent ID: Required for performing evals and Search&PlaybackPhone Extension: RequiredServer Group Access: You must add the ‘User’ to the correct ‘Server Group(s)’

otherwise they will not be able to search Groups/Users.V-Portal Role: Required

AgentSupervisorManagerAdministrator

User Comments: OptionalActiv! View Privileges: Required

AgentGroup ViewerAdministratorSuper Administrator

Windows Account: Required for Activ! View(Activ! View) [windows login account] 256 character limitActiv! Voice: Required (Thick Client-Roles) Administrator

Can Playback CallsCan Monitor CallsCan Export CallsSelf Playback OnlyDisable MonitorDisable PlaybackRecord Transactions

Class Of Service: Allows you to tag and retain calls from 5 to 365 daysin LTS for the selected User (the default equals 0or none).

Desk Location: Displays an alphanumeric description if assigned duringconfiguration by the Administrator(20 character alphanumeric length).

Department ID: A numeric identification is displayed if assigned duringconfiguration by the Administrator (9 digit numeric length).This setting might conflict with some Channel Managers.Contact VPI Technical Support for more details.

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Users and Groups

Adding Groups

To add ‘User Groups’ left click the ‘New Group’ action menu item.

On the ‘Details’ Pane enter a ‘Group Name’ and a ‘Description’ then select the ‘Confirm’ action menu item. You can alsoadd tiered ‘Sub-Groups’ as well.

Adding Users to Groups

To add several ‘Users’ to a ‘Group’, select the ‘Group’ you want to edit and it will appear in the ‘Users Pane’. Then selectthe ‘Edit Group’ action menu item. From the ‘Details’ section you can then select several ‘Users’ at a time by holdingthe ‘Ctrl’ Key down and then left click on the ‘Users’ you want to add to the ‘Group’. Select the ‘Add User to Group’action menu item when finished. Select the ‘Edit Group’ action menu item to change any Group Details. To delete‘Groups’ highlight the ‘Group’ and then select the ‘Delete Group’ action menu item. Click the 'Confirm' action menu itembelow when you are finished to confirm your changes.

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Filters:

You can also apply a Filter to simplify population by typing in values that match ‘like values’.

Users and Groups

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Import

This screen enables you to import agents from various data sources. Simply browse to a file or type it in, and click onthe ‘Begin Import’ button. Errors or duplicate agents will appear in a table.

Importing a CSV formatted file:

Agent import is currently in CSV format. So, the first line will contain the columns being imported, i.e. AGENTID,FIRSTNAME, etc. separated by commas. The rest of the lines will contain the values associated with the respectivecolumns separated by commas.

NOTE: Unless you have ‘administer users in my groups’ checked under ‘Roles and Rights’ you will not haveaccess to this feature. Careful instruction on the use of this feature is important otherwise the databasemight become corrupted.

NOTE: Currently, having single or double quotes around string values will cause an import to fail.

As for necessary columns, the following columns are absolutely necessary for agent import:

AGENTID (Integer), USERNAME (max 256 characters), FIRSTNAME (max 30 characters), LASTNAME (max 30characters)

As long as the above columns are present, you should be able to import agents without problem (so long as there areno duplicates in the agent ID or the user name). You can also optionally import other data with these headers:

PASSWORD (between 6 and 12 characters), ROLE (One of ‘Agent’, ‘Supervisor’, ‘Manager’, ‘Administrator’),PHONEEXTENSION (Integer), EXTENSION (Integer), RIGHTS (Integer), POSITIONID (Integer), CLASSOFSERVICE(Integer), DEPARTMENTID (Integer), ADMINAGENT (1 or 0), PLAYBACKAGENT (1 or 0), MONITORAGENT (1 or 0),EXPORTAGENT (1 or 0), DISABLEPLAYBACK (1 or 0), DISABLEMONITOR (1 or 0), SELFPLAYBACKONLY (1 or 0),RECORDAGENT (1 or 0), AGENTGROUP (Integer), ACCESSGROUP1 (Integer), ACCESSGROUP2 (Integer),ACCESSGROUP3 (Integer), ACCESSGROUP4 (Integer), PRIVILEDGES (string length of 30 characters),DESKLOCATION (max 20 characters), COMMENTS (max 512 characters), WINDOWSACCOUNT (max 16 characters).

Users and Groups

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Roles and Rights

Manage

Rights management allows you to manage the rights of all of your roles.

Select the check boxes to enable their corresponding rights, or uncheck the check boxes below to disable thecorresponding right. Click the 'Confirm' action menu item below when you are finished to confirm your changes. Or,click the 'Cancel' action menu item to cancel your changes.

The following are the default settings for the various roles.

Agent: Supervisor: Manager: Administrator:Playback My Transactions Playback My Transactions Playback My Transactions Playback My TransactionsExport My Transactions Export My Transactions Export My Transactions Export My TransactionsFlag My Transactions Flag My Transactions Flag My Transactions Flag My TransactionsComment My Transactions Comment My Transactions Comment My Transactions Comment My Transactions

Playback Transactions in My Groups Playback Transactions in My Groups Playback Transactions in My GroupsExport Transactions in My Groups Export Transactions in My Groups Export Transactions in My GroupsFlag Transactions in My Groups Flag Transactions in My Groups Flag Transactions in My GroupsComment Transactions in My Groups Comment Transactions in My Groups Comment Transactions in My GroupsReview My Evaluations Review My Evaluations Review My EvaluationsComment on My Evaluations Comment on My Evaluations Comment on My EvaluationsReview Evaluations in My Groups Review Evaluations in My Groups Review Evaluations in My GroupsComment on Evaluations in My Groups Comment on Evaluations in My Groups Comment on Evaluations in My GroupsPerform Evaluations in My Groups Perform Evaluations in My Groups Perform Evaluations in My Groups

View My Reports View My ReportsView Reports in My Groups View Reports in My GroupsCreate Reports for My Groups Create Reports for My GroupsCreate Evaluation Forms Create Evaluation FormsManage Evaluation Forms Manage Evaluation FormsAdminister Users in My Groups Administer Users in My GroupsAdminister Management Groups Administer Management Groups

Administer Server GroupsAdminister ServersPlay all Transactions with Empty Agent IDExport Transactions with Empty Agent IDFlag Transactions with Empty Agent IDComment Transactions with Empty Agent IDLive Monitor Servers in My Server Groups

Roles and Rights

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Revision History

Rev. History

Rev A:

Rev Level: Date: Description:

08/03/07 Initial Release.

Rev B: 10/18/07 Changes—General:

Rewrote the following Sections:

• ‘IQ Servers/Voice Servers/View Servers’• ‘Server Groups’• ‘Configuration/Users and Groups’• ‘IQ Servers/Voice Servers/View Servers’

Added the following Sections:

• ‘Server Synchronization’

Rev C: 05/08/08 Rewritten.

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