Content Producer

Preface - Contacting Technical SupportContacting Technical SupportOnce you have determined that you need technical support, and you have gathered asmuch information as you can based on the checklist, the following provides a list of thevarious support options and alternatives:Verint Witness Actionable Solutions Website and the CustomerInteraction Center (CIC)This facility allows users worldwide fast access to product information, marketing andsales information, information about the company, technical documentation, supportcase management, and support solutions information.You can access the Verint Witness Actionable Solutions Customer Interaction Center(CIC) support site at www.witness.com/support, or through www.witness.com byclicking the Support Login link from the Home page.Once you have successfully logged on to the CIC, use the navigation tree on the rightto access available user manuals, troubleshooting guides, FAQs, and more.For help using the site, refer to the CIC Support Website Navigation Guide. To accessthis document, click the link at the right on the CIC Home page. The guide is a PDF filethat you can save or print locally for future reference.TelephoneVerint Systems' Customer Interaction Center (CIC) provides the self-service tools andinformation you need to get the most out of your investment.Americas: 1 800 4 WITNESS (USA toll-free) 1 770 754 1870Europe/Middle East/Africa: (0) 845 843 7333Hong Kong/Asia Pacific: 852 8103 0104Australia:1 800 600 806New Zealand: 61 2 8223 9493Japan: 81 (0)3 5919 1875For geographic locations and hours of operation, refer to www.witness.com\support\and click on Contact Centers.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.10

Preface - Contacting Technical SupportEmailIf you are a new customer and need a logon ID and password, you can e-mailsupport@witness.com to obtain your new logon information.Direct Internet FTPThis facility greatly speeds up transfer of new and upgraded software to all VerintSystems customers. Contact us for more information about access to Direct InternetFTP services.Other Support and Training AlternativesIn addition to documentation, online Help, and support services, Verint Systems alsooffers both classroom-based and online learning alternatives to suit your specificneeds. Contact us for more information about other support and training alternatives.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.11

Preface - Contacting Technical SupportContent Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.12

Chapter1Pre-InstallationRequirements andPrerequisitesThis chapter provides a brief overview of the Content Producer application, anddescribes system requirements and installation prerequisites, to ensure thesuccessful installation and operation of the application.This chapter contains the following sections:zOverview, page 14zContent Producer Components, page 15zSystem Requirements, page 15zInstallation Prerequisites, page 16

Chapter 1 - Pre-Installation Requirements and PrerequisitesOverviewOverviewContent Producer is comprised of authoring, editing, and conversion tools to developlearning clips that engage your audience and provide educational information about aspecific topic.Content Producer is used as a standalone product.If you use Content Producer with the Impact 360 suite, you can create clips fromrecorded segments of customer interactions captured by such applications as QualityMonitoring 10 SP4, Quality Monitoring 7.8 SP1, ContactStore, or ContactStore Plus.You can then deliver the learning clips via the eLearning Lesson Management system.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.14

Chapter 1 - Pre-Installation Requirements and PrerequisitesContent Producer ComponentsContent Producer ComponentsContent Producer has three components:zContent Producer AuthorYou use this component to create/publish clips.zContent Producer EditorYou use this component to import/record audio or video contact files from anyQuality Monitoring 10 SP4, Quality Monitoring 7.8 SP1, or Impact 360 suiterecording and playback engine or any source of WAV or AVI files.zAVI Conversion UtilityYou use this component to convert journal files from Balance Version 5 to AVIformat.Consult your Content Producer User Guide for details on using Content Producer and itscomponents.System RequirementsTo install Content Producer, the following are the minimum system requirements:zzOperating systems supported:zMicrosoft Windows XP Professional 32 bit, Service Pack 2zMicrosoft VistazMicrosoft Windows 2000 Professional 32 bit, Service Pack 4zMicrosoft Windows 2003 Standard Edition 32 bit, Service Pack 1Intel PIII/AMD K6 550 MHz. For optimal performance, the following isrecommended: Intel P4, Intel Centrino, Intel Xeon, or Intel Core Duo (orcompatible)z512 MB RAM (1GB Recommended for optimal performance)z16bit Video card - 800x600 minimum resolution (1024x768 recommended)z5 Gb Hard Drive with 500 MB free disk spacezMicrosoft DirectX (will automatically install if needed)zMacromedia Flash, version 5 to version 7 (plug-in)Content Producer can only embed Flash files which were compiled from Flash 7or less. You cannot use Content Producer with Flash 8 or higher.Note:Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.15

Chapter 1 - Pre-Installation Requirements and PrerequisitesInstallation PrerequisitesBrowsers supported:zMicrosoft Internet Explorer 7.0zMicrosoft Internet Explorer 6.0, Service Pack 2 for Windows XPzMicrosoft Internet Explorer 6.0, Service Pack 1 for Windows 2003Media formats supportedzzMedia formats supported in Content Producer Author: JPG, GIF, TIFF, BMP, PNG,MP3, AIFF, AU, SWFMedia formats supported in Content Producer Editor: AVI, WAVInstallation PrerequisitesTo install Content Producer, the following is required:zContent Producer installation filezLicense code to activate Content ProducerzInternet access for registering Content Producer, and for product upgradesYou acquire the installation file and license code in one of the following ways:zzYou receive the Content Producer installation file and the license code with yourImpact 360 fulfillment package.Alternatively, you can download the latest version from the Verint customersupport site http://producerservices.verint.com/ and click the Content Producer7.8.3 Installer link. In the event you do not have the installation code, contactyour Verint consultant.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.16

Chapter2Installing ContentProducerThis chapter describes how to install Content Producer, once you have receiveda licensed version of the product.This chapter contains the following sections:zInstalling Content Producer, page 18zActivating and Registring Your License, page 21zActivating and Registering a License on a Desktop without an InternetConnection, page 23

Chapter 2 - Installing Content ProducerInstalling Content ProducerInstalling Content ProducerThe Content Producer installation file and the license code are included with yourImpact 360 fulfillment package or, alternatively, you can download the installation filefrom our support site at this URL address: http://producerservices.verint.com.For more details on system requirements and prerequisites prior to installation, seeChapter 1, Pre-Installation Requirements and Prerequisites.Once the installation is complete, you must activate Content Producer’s license. Youcan also use Content Producer’s Preferences options to configure the application.See:zInstalling Content Producer on page 18zActivating and Registring Your License on page 21zActivating and Registering a License on a Desktop without an Internet Connectionon page 23Installing Content ProducerIf you have the Verint Multimedia Support Package 9.3 application installed onyour system, uninstall the application before commencing with the ContentProducer installation. If you do not, you will be prompted during the ContentProducer installation to remove Verint Multimedia Support Package 9.3 beforecontinuing with the installation.Note:If, during the course of the installation, Content Producer detects that you donot have Microsoft DirectX installed, you are prompted to install the MicrosoftDirectX. For details, see Installing Microsoft DirectX on page 20Note:1Access the Content Producer license file in your fulfillment package DVD and selectthe Content Producer installer file.Note:Alternatively, you can open the support site athttp://producerservices.verint.com/ and click the Content Producer 7.8.3Installer link.2In the CD’s file directory, locate and double-click the ContentProducer783.exefile. The Installation Wizard window opens on the Setup - Content Producerscreen. Click Next. The License Agreement screen opens.3On the License Agreement screen, click I accept the agreement option, andthen click Next. The Select Destination Directory screen opens.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.18

Chapter 2 - Installing Content ProducerInstalling Content Producer4If you want to change the default destination, click the Browse button, navigate toand then select another directory in which you want to store the program files. ClickNext. The Select My Clips Directory screen opens.5If you want to change the default destination for clip files generated by ContentProducer, navigate to and select another directory in which you want to store theclips. Click Next. The Select Start Menu Folder screen opens.6If you want to change the default Start Menu folder in which Content Producer’sshortcuts are saved, select a folder from the list box. Click Next. The FileAssociations screen opens.Click Next. The Select Additional Tasks screen opens.7Click Next. The installation process begins, and its progress is displayed on theInstalling screen. When the process is complete, click Finish to end theinstallation.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.19

Chapter 2 - Installing Content ProducerNote:Installing Content ProducerIf your system has the Verint Multimedia Support Package 9.3 applicationinstalled, a warning message appears during the installation to indicate thatyou must first uninstall this application before resuming your installation.Once the installation is complete, shortcuts for Content Producer componentsappear on your desktop, as follows:zContent Producer AuthorzContent Producer EditorYou can also access Content Producer components by clicking Start ContentProducer.8To activate your license, see Activating and Registring Your License on page 21.9To configure Content Producer by setting preferences, see Activating andRegistering a License on a Desktop without an Internet Connection on page 23.Installing Microsoft DirectXIf Producer detects you do not have Microsoft DirectX installed or your system requiresan updated version of DirectX, the Welcome to setup for DirectX screen opens:To install Microsoft DirectX1Click the I accept the agreement button to confirm you accept the terms of thelicensing agreement, and then click Next. The Installing Microsoft DirectXscreen opens, indicating that components are downloading, and showing the timeleft for the process to complete. It may take several minutes.2When the process is complete, click Next to open the Restart Computer screen.3When you are ready to restart your computer, click Finish.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.20

Chapter 2 - Installing Content ProducerInstalling Content ProducerActivating and Registring Your LicenseOnce you install Content Producer, you need to activate and register your license:zzIf you are activating and registering your license on a desktop that has an internetconnection, see Activating and Registering a License on a Desktop with an InternetConnection on page 21.If you are activating and registering your license on a desktop without an internetconnection, see Activating and Registering a License on a Desktop without anInternet Connection on page 23.If you are accessing the internet using a proxy server, you need to set proxyserver preferences first, so that you can activate your license, receive updatesand access Content Producer Help and support site. For details, see step 5 inthe procedure Activating and Registering a License on a Desktop without an InternetConnection on page 23.Note:Activating and Registering a License on a Desktop with anInternet Connection1Click Start Content Producer Content Producer Author. The ContentProducer main window opens.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.21

Chapter 2 - Installing Content ProducerInstalling Content Producer2In the Help area on the left panel, select License Activation. The LicenseActivation dialog box opens.3In the License Code box, type the license code that you received, and then clickNext. If you entered the code correctly, the Registration dialog box opens.4Type the appropriate details in the dialog box, and then click Next. A progressscreen appears, and if the activation is successful, the screen refreshes with theSuccessful dialog box.5Click Finish to complete the process and close the dialog box. In the ContentProducer main window, in the Help area, Licenced appears under the LicenseDeactivation item. You are now ready to use Content Producer.If the license activation process is not successful, though you entered thecorrect license key, contact your Verint support consultant.Note:Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.22

Chapter 2 - Installing Content ProducerInstalling Content ProducerActivating and Registering a License on a Desktop without anInternet Connection1Follow steps 1 to 4 in the procedure Activating and Registering a License on aDesktop with an Internet Connection on page 21. Since your desktop does not havean internet connection, the Connection Problem screen opens.2On the screen, click the Web Activation link. The Web Activation screen opens.3From the Step 1: Open the Web Activation Web page box, copy the URLaddress.Since you do not have an internet connection, copy the URL address to atext file, and save the file to a disk. Insert the disk and open the file on adesktop that has an internet connection, and from the text file, copy theURL address again.Note:Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.23

Chapter 2 - Installing Content ProducerInstalling Content Producer4At a desktop that has an internet connection, open a web browser, and paste theURL into the browser’s address box. Click ENTER. The online Web Activationscreen opens.5Click the Submit button. The Web Activation screen refreshes, showing theconfirmation code in the Confirmation Code box.6Copy the confirmation code, using the same method you used in step 3 (forexample, by copying it to a text file and saving it to disk), and then close thescreen.7Return to the desktop without an internet connection for which you are activatingand registering the license. In the Web Activation dialog box, paste theconfirmation code from step 6 into the Step 3: Enter the supplied ConfirmationCode text box.8Click Next. The confirmation code is verified, and your license is activated. You canbegin using Content Producer.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.24

Chapter 2 - Installing Content ProducerInstalling Content ProducerSetting Preferences in Content Producer1Launch Content Producer by clicking the Content Producer Author iconon yourdesktop, or by clicking Start Content Producer Content Producer Author.2On the menu bar of the Content Producer main window, click Edit Preferences.The Preferences dialog box opens.3To set recording countdown timing preferences, click the General tab. Make thechanges you want in the Recording areas of the tab.4To choose a dictionary and spelling preferences (such as whether or not to check forupper and lowercase words), click the Spelling tab. Make changes as required.5If you access the internet with a proxy server, you must set proxy serverpreferences so that you can activate your license, receive Content Producerupdates, and access the Help files and the support site. Click the Proxy tab and dothe following:zzCheck the Use a proxy server boxEnter the proxy server’s IP address and port number in the Address and Portboxes.Ensure that you type the proxy servers’ IP address, not a URL address, inthe Address boxNote:z6If the server requires login authentication, check the User proxyauthentication box, and type the login name and password in the Login andPassword boxes.To create log files that record issues that arise while you are using ContentProducer, click the Logging tab, and do the following:zzIn the Output Window area, select a logging option from the Reportdrop-down list box.In the Log File area, select the options for outputting log records to a file.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.25

Chapter 2 - Installing Content ProducerInstalling Content Producer7To enable backup file options, click the Backup tab.8To change Java virtual machine settings, click the Advanced tab.9Click OK to save your preferences and close the dialog box.Content Producer Installation and Upgrade Guide 2007 - 2009 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.26

Chapter3Upgrading ContentProducerOnce you have installed Content Producer, you find out about and upgrade tonew releases.This chapter contains this section:zzChecking For and Upgrading to the Most Recent Content Producer 7.8.xRelease, page 28Upgrading From Pre-7.8.x Versions of Content Producer on page 30

Chapter 3 - Upgrading Content ProducerChecking For and Upgrading to the Most Recent Content Producer 7.8.x ReleaseChecking For and Upgrading to the

The Content Producer Installation/Upgrade Guide describes how to install or update the Content Producer application. Content Producer is used to create slides and clips for use as training material that can be used with eLearning