AppNote: Voice Recording Manager (VRM)

What is it?
VRManager enables calls recorded on a MAXCS server via Centralized Recording, to be converted to WAV format and indexed on a seperate server. The files are then easily searchable using the client portion of VRManager.


Why use it?

VRM is recommended for the following scenarios:

 -Heavy Use of Centralized Call Recording. VRM will move the recorded files form the MAXCS server to the VRM server, preventing Centralized Call Recording from consuming too much storage space on the MAXCS server.

-Frequent review of recordings is needed. VRM Client allows for easy searching, playback and exporting of voice files. If a client will need to review recordings frequently or has a large number of recordings, VRM is suggested.

-User Permissions. 

How to install it

Installation overview (refer to the VRManager manual for detailed instructions):

- VRM requires a license to be added to MAXCS: ALTI-VRMANAGER. Please contact your inside sales manager for pricing.

- VRM can be found on the Add-On Applications CD shipped with each chassis. Direct download locations are linked on the compatibility chart below.

- VRM requires full read/write access to the centralized call recording directory on the MAXCS server. Make sure that Windows Simple File Sharing is turned off by browsing to My Computer, then selecting Tools -> Folder Options -> View; scroll to the bottom to confirm the feature is disabled.  Also, make sure that the local or domain account you plan to use for VRM has both local permissions and full permissions on the share.

- Check that file and print sharing are enabled on the VRM server -- this is a requirement of MSDE. See the VRM manual for additional details

- VRM will install MSDE, so please make sure that there are no other versions of SQL running on the VRM server before you install.


1) Install VRM on a different server than the one on which MAXCS is installed. Be sure to install at least the Voice Record Manager Service and Voice Record Manager Admin on the VRM server.

2) Launch VRM Admin and configure the software. Make sure you have configured the Pooling and Storage tabs before you connect to the MAXCS server using the AltiWare ACM tab.

Note: the syntax for enterng the username/password at the AltiWare ACM tab is Domain;UserName.

3) Create a user account, install the VRM Client on a workstation, and login to verify your configuraton and VRM functionality.
Note: if the system already has a large number of call recordings, it may take a while for them to finish pooling to the VRM server.

Compatibility chart

The currently installed version of VRM can be determined by browsing to the C:\Program Files\AltiGen\VRManager directory, opening the properties of vrmanager.exe, and looking at the Version tab. As VRM doesn't autoupdate, it's important to make sure you're running the correct version of VRM for your MAXCS server.

The compatibility chart below lists the MAXCS and Windows versions supported with a particular version of VRM.


MAXCS version

Windows (32-bit only)

XP Pro, Server 2000, 2003 –

XP Pro, Server 2000, 2003 –

XP Pro, Server 2000, 2003 -
Server 2003

Tech issues/troubleshooting

-VRM uses port 10040/TCP to communicate. Also, VRM installs a service called the AltiGen Jservice Loader. This service should have a startup type of Automatic. If you are unable to login to VRM Admin, make sure 10040/TCP is accessible, and that the service is running. VRM may have issues running behind NAT.

-The most common cause of VRM problems is file/share permissions on the MAXCS server. Double check the local and share permissons for the centralized call recording folder.
-If this is a soft switch environment with multiple gateways, on the MAXCS server, you can not point directly to the network folder, you must enable the check box for "Gateways Use FTP Protocol to Transmit Recorded Files to Central Location" and create an FTP Server on the central location machine.

-If you have trouble with the VRM installation and MSDE fails to install, review the MSDE Pre-Setup requirements from the VRM Manual - these settings are typically already correct by default, but occasonaly fle and printer sharing must be enabled manually.

-If you suspect an issue with the pooling of files form MAXCS to VRM, double check the log folder located under C:\Program Files\Altigen\VRM.  



No attachments were found.

Related Articles

No related articles were found.

Visitor Comments

Article Details

Last Updated
17th of February, 2017

6.0 , 6.5

Would you like to...

Print this page  Print this page

Email this page  Email this page

Post a comment  Post a comment

 Subscribe me

Subscribe me  Add to favorites

Remove Highlighting Remove Highlighting

Edit this Article

Quick Edit

Export to PDF

User Opinions

How would you rate this answer?

Thank you for rating this answer.