Polycom MGC Manager User Manual Download Page 276

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Chapter 6 - IVR and Entry Queue Services

6-36

Listing IVR Message Services

You can list the currently defined IVR Services in the

Browser

pane of the

MGC Manager main window.

To list the IVR Message Services:

Expand the

MCU

tree and then expand the

MCU Configuration

tree to

view its options.

Expand the

IVR Msg Services

tree, to list the IVR Message Services.

The list of currently defined IVR Message Services and Entry Queue
Services is displayed.

To view or modify the properties of a specific IVR Message Service,
double-click the icon of the service in the list.

Summary of Contents for MGC Manager

Page 1: ...MGC Manager User s Guide VoicePlus Edition Version 7 5 ...

Page 2: ...lycom Inc Information contained herein is subject to change without notice and does not represent a commitment of any type on the part of Polycom Inc Polycom and Accord are registered trademarks of Polycom Inc Notice While reasonable effort was made to ensure that the information in this document was complete and accurate at the time of printing Polycom Inc cannot assume responsibility for any err...

Page 3: ...the equipment will operate to the user s satisfaction Before installing this equipment users should ensure that it is permissible to be connected to the facilities of the local telecommunications company The equipment must also be installed using an acceptable method of connection The customer should be aware that compliance with the above conditions may not prevent degradation of service in some ...

Page 4: ......

Page 5: ...ting to an On Going Conference 1 16 Dial in SIP Participants 1 17 Defining Standard Audio Only Conferences and Reservations 2 1 About Conferences 2 1 Conference Scheduling Methods 2 1 Scheduled Conferences 2 1 On Demand Conferencing 2 1 Attended and Unattended Conferences 2 2 Unattended Conference 2 3 Attended Conference 2 3 Conference Types 2 4 IVR and Entry Queue Services 2 5 MCU Configuration a...

Page 6: ...icipant Definition 2 51 IP H 323 and SIP Participant Definition 2 59 Dialing in from an H 323 Endpoint 2 67 Simple Dial in Using the IP Card Address 2 67 Simple Dial in Using the IP Card Alias 2 67 H 323 Advanced Dial in 2 68 Listing Participants 2 70 Monitoring On Going Conferences 3 1 General Monitoring 3 2 Listing On Going Conferences in the Status Pane 3 3 General Conference and Participant Mo...

Page 7: ...from one Conference to Another 4 11 Designating an Exclusive Speaker 4 12 Changing Participant s Status to Conference Chairperson 4 13 Designating a VIP Participant 4 15 Adjusting Participant s Broadcasting and Listening Volume 4 16 Muting and Unmuting Participant s Audio 4 17 Enabling Disabling Auto Gain Control AGC 4 20 Modifying the Participant s User Defined Properties 4 21 Conference Level Op...

Page 8: ...s 4 62 DTMF Guidelines 4 62 Using DTMF Codes in Cascading Conferences 4 68 Modifying Conference and Chairperson Passwords 4 68 Request DTMF Help Menu 4 70 Dialing Out to Invite Participants Invite Session 4 70 Chairperson Initiated Blast Dial out 4 71 Managing Secure Mode Conferences 4 72 Roll Call 4 72 Meeting Rooms and Entry Queues 5 1 Meeting Rooms 5 1 Entry Queues 5 2 Defining a New Audio Only...

Page 9: ... Services 6 36 Setting an IVR Message Service as Default 6 37 Modifying IVR Message Service Properties 6 38 Assigning IVR Services to Conferences 6 39 Defining a New Entry Queue Message Service 6 40 Assigning Entry Queue Services to an Entry Queue 6 47 Connecting to a Conference from an Entry Queue 6 48 Viewing the Audio Messages Status 6 49 Printing IVR DTMF Codes 6 51 Default IVR Prompts and Mes...

Page 10: ...Table of Contents vi ...

Page 11: ...nference setup only the functions operations and icons relevant to this type of conference are displayed in the MGC Manager while functions and operations relevant to video conferences such as ATM network connection or video options are hidden and disabled The Polycom VoicePlus conferencing system provides a way to hold meetings with participants at multiple remote sites It enables end users to co...

Page 12: ...ding system If you are new to the Polycom MCU and MGC Manager we recommend that you read the appropriate Getting Started Guide that accompanies your unit The other volumes of the MGC Manager User Guides documentation set describe setting up and monitoring multipoint video conferences and combined audio video conferencing They describe performing system configuration activities for the MGC Multipoi...

Page 13: ...g Meet Me reservationless conferences Meeting Rooms Scheduled conferences Reservations Recurrent conferences Conference modes Attended Operator Assisted conference reserved and reservationless Unattended conference reserved and reservationless Conference access VoIP H 323 and SIP T1 CAS and ISDN participants in a single conference Dial in Toll free dial in and caller paid dial in Automated blast d...

Page 14: ...ound music E mail notification with Web scheduling only Access to a Reservations database Security features Conference specific and Chairperson specific entry password Conference locking mechanism Roll Call for joining participants identification Data encryption at MCU conference and participant level Conference control options Touch tone DTMF codes MGC Manager Windows interface WebCommander Web B...

Page 15: ...e conference from unauthorized connection and monitoring Operator assistance on demand Enhanced operator tools for attended participant conferences Monitor conference and participant status Monitor all On Going and reserved conferences for multiple MCUs Application features Customizable voice messages Configurable new feature event alerts Software development kit Access and SQL databases can be us...

Page 16: ...ently performed tasks by using shortcut keys For example pressing CTRL R connects or reconnects a participant to an On Going Conference The following default shortcut keys are used in VoicePlus MGC Manager For detailed information about how to install the MGC Manager application how to connect to the MGC unit and how to use its main window menus and toolbar buttons refer to the MGC Manager User s ...

Page 17: ...he selected items name or properties click Paste As Cut Ctrl X Copies the conference or participant properties to the clipboard while deleting the original item Used when copying participants from one conference to another Delete Del Used to terminate a selected On Going Conference Reservation participant operator or template Opens a dialog box to confirm the selection Note To select several items...

Page 18: ...ties or name when pasting the selected entry queue from the clipboard to the Meeting Rooms Entry Queues list Opens the Entry Queue Properties dialog box Attend F2 Moves the participant to the Operator Conference for assistance To Home Conference F3 Moves the participant from the Operator to the destination Home conference Hold F4 Enables the operator to place the attended participant on hold Clear...

Page 19: ...The plus sign between two key names indicates that you must press and hold down one key while pressing down the second key For example press Alt P means that you press and hold down the Alt key while you press the P key Bold type indicates the word or the character that you should type into a text box or the name of the menu or command that you should select Italic type indicates the name of a men...

Page 20: ...n the plus sign next to it or double click the icon to display the dependent branches Tips and notes are indicated by an icon and appear in a special format on a gray background For example This is an example of the type of note that you encounter in this User Guide ...

Page 21: ...ideo associated functions and display only Audio Only parameters To set the MGC Manager to Audio Look Feel 1 On the Options menu click Audio Look Feel A check mark appears next to Audio Look Feel indicating that this mode is active All video related functions and dialog boxes are hidden 2 Click this feature again to cancel the Audio Look Feel mode 3 Restart the MGC Manager application ...

Page 22: ...onference to a VTX disabled conference is able to move back to the VTX enabled conference and maintain the wide band connection as initially allocated Reservation Templates A Reservation template contains a partial or complete definition of a single conference It is used to run a series of conferences that use the same parameters such as participants transmission rate and phone connections You can...

Page 23: ...opens unless you close Reservations Database window If you close it it will not automatically reopen unless you manually open it and leave it open You can access the Reservations Database window by clicking Reservations in AccordDB from the Window menu Using the default Reservation templates you can schedule a conference to start immediately On Going Conference or to start automatically at a prede...

Page 24: ...r a detailed description of the Reservations Database window see the MGC Manager User s Guide Volume I Chapter 3 Default Reservation Templates b If the Reservations in Database window is hidden behind other windows display it on top of the MGC Manager Main window On the Window menu click Reservations in database name 2 Expand the Default templates tree until you locate the desired Reservation temp...

Page 25: ...en click the name of the MCU to use for running the conference 4 Alternatively click Start to schedule a conference to start now while modifying its properties such as name duration or passwords or to schedule the conference to start later Reservations The conference is started and is added to the On Going Conference list If you have scheduled the conference to start later it will appear in the Re...

Page 26: ...ct to a conference by using the conference dial in number ISDN T1 CAS PSTN dialing string H 323 or SIP URI SIP The ISDN T1 CAS dial in number the H 323 Network Service Prefix and conference numeric ID are displayed in the Status pane of the MGC Manager main window To view the list of On Going Conferences and their dial in numbers Expand the MCU tree and then click the On Going Conferences icon The...

Page 27: ...mat IP Network Service Prefix Numeric ID Name Dial in SIP Participants SIP participants can connect directly to a conference by entering the conference URI in the format name domain name The SIP address is displayed in the Network Service Properties dialogue box DNS Settings tab Local Domain Name field For conferences defined as Meet Me per Conference or Meeting Rooms the Network Service prefix is...

Page 28: ...Chapter 1 VoicePlus Overview 1 18 ...

Page 29: ...emand conferencing enables participants to immediately start and connect to an On Going Conference from their endpoint with no advanced scheduling Scheduled Conferences Scheduled conferences are arranged ahead of time or just before the conference starts The scheduling can be done by means of the MGC Manager application by using the browser based WebCommander application or by means of Microsoft O...

Page 30: ...gs However Meeting Rooms can be manually terminated at any time by the MGC Manager operator or by the conference chairperson via the WebCommander or by using the appropriate DTMF code On Going Conferences An On Going Conference is a conference that has already started An On Going Conference is created to start immediately or was pre set previously and the scheduled time to start has arrived Reserv...

Page 31: ...he IVR Service that is assigned to that conference Attended Conference An attended conference is an Operator Assisted conference It is a service designed usually for large conferences that require the personal touch In the attended conference the connection to the conference is controlled by the operator and in many instances the operator also takes part in the On Going Conference In many attended...

Page 32: ...ily connect participants to their destination Home conference Conference Types There are three types of conferences Standard is a conference that is started once and when the conference ends it is deleted from the MCU You can schedule a series of recurring reservations with the same parameters for each reservation in the series Once defined each of the reservations is treated as a single unique re...

Page 33: ...the conferencing system The IVR Services are assigned at the conference level and different conferences may use different IVR Services or the same IVR Service may be used for all conferences The Entry Queue Service is a subset of the IVR Service and behaves in the same way An Entry Queue is a special routing lobby to which one or several dial in numbers are assigned Participants connect to this lo...

Page 34: ...nly with the Audio 12 24 Audio 24 48 and Audio 48 96 cards It is not possible to mix an ISDN Network Service and a T1 CAS Network Service on the same Net 2 Net 4 Net 8 Network Interface module Therefore to run both ISDN and T1 CAS conferences simultaneously you must install two separate the Net 2 Net 4 Net 8 cards IP or IP cards are required to run conferences that include VoIP participants IP car...

Page 35: ...ivileges They can start a voting session grant the floor to participants who wish to ask questions mute and unmute participants connect and disconnect participants define themselves participant as the conference speaker while muting all other participants and place participants on hold Some chairperson functions can be performed only via the Web browser Functions that can be performed using the DT...

Page 36: ...ence The conference can include anonymous undefined participants who were not defined by the operator or meeting organizer prior to the conference start They connect to the conference if they dial the conference dial in number and have entered the appropriate password if one was assigned to the conference or by means of an Entry Queue Conferences that include undefined dial in participants must be...

Page 37: ...ference Figure 2 1 Direct Conference Access The meeting organizer or operator assigns a dial in phone number to each conference designated as a Meet Me Per Conference or Meeting Room The conference dial in number is given to all the conference participants who use it to directly connect to the conference Using this mode any participant who dials the conference number can connect to the conference ...

Page 38: ...5 4 Entry Queue Access Entry Queue is a call routing method in which all participants dial the same dial in number Participants are guided by voice prompts which are part of the Entry Queue Service The Entry Queue makes it possible to use a limited number of PSTN ISDN T1 CAS dial in numbers for all the conferences and to use toll free numbers for conferences which are charged to the meeting organi...

Page 39: ...everal dial in numbers are allocated to an Entry Queue In addition a numeric ID is assigned to each conference and a conference password and chairperson password may be defined Conference participants are provided with the dial in number string H 323 or URI SIP and the appropriate conference numeric ID and passwords When participants dial in using the number they were given they connect to the Ent...

Page 40: ...R enabled conferences the caller enters the conference IVR queue as part of the connection process Participants connect to the conference IVR queue by dialing the conference dial in numbers Using the telephone keypad participants input the required information to menu driven scripts and voice prompts that are part of the IVR Service Once the correct information is entered the participants are conn...

Page 41: ...sword In the system such a conference may be defined as Standard with IVR Service Meeting Room with IVR Service Conference Access for Dial out Participants In unattended Audio Only conferences with no IVR Service assigned to them dial out participants operator dial out or system dial out are connected directly to the conference without going through an Entry Queue or an IVR Queue In IVR enabled Au...

Page 42: ...ribes how to define a new Standard Audio Only conference To define an On Going Audio Only Conference 1 In the Browser pane expand the MCU tree 2 Right click the On Going Conferences icon and then click New Conference An Audio card must be installed in your MGC unit in order to run an Audio Only conference that uses the IVR Service ...

Page 43: ...d Meet Me Per conferences All the properties of an On Going audio conference are logically grouped in these setup tabs General lets you define the basic conference parameters such as name duration password and type of conference access Settings lets you define the conference media options and technical parameters such as audio algorithm and encryption Participants lets you set options for particip...

Page 44: ...he Meet Me per Conference parameters Table 2 1 Conference Properties General Field Option Description Name Enter a unique name using up to 80 characters Naming the conference is mandatory Note If the same name is already used by another conference Meeting Room Entry Queue or Reservation in the same or partially overlapping time frame when you save the conference on the MCU an error message is disp...

Page 45: ...person This password is only required in IVR enabled conferences that are configured to prompt for the chairperson password Note This password is also used to monitor the conference from the WebCommander application Numeric ID A unique Numeric ID NID is assigned to each conference as a unique identification number It is used for accessing the conference from the Entry Queue and as part of the dial...

Page 46: ...erence by the system or manually by the operator If the Entry Queue Access option is selected for the conference and you do not want to assign an additional ISDN dial in number to the conference do not select this option Selecting this option activates the Meet Me per Conference tab To define the Meet Me per Conference properties see Defining a New Audio Only Meeting Room on page 5 4 Note If a con...

Page 47: ...ect the type of conference Standard Select this option to define a conference that will be deleted from the MCU once it is terminated and whose resources are allocated to its participants at the end of the definition process Meeting Room Select this option to define a conference that remains permanently on the MCU It exists inactive without resource allocated to it and can be activated repeatedly ...

Page 48: ...s and is also saved to the CDR file as part of the conference record to be retrieved later To add a new remark enter text in the Remarks box and then click the Update Remark button Note If the text is too long split it into several remarks updating the text after each remark At the scheduling stage only one remark can be entered Additional remarks can be entered during the On Going Conference Rema...

Page 49: ... Properties Settings dialog box are grouped in two main panes General Settings and Media Settings By default only the Basic settings are displayed when you first open this dialog box These are the parameters that you will usually need to modify 5 If you want to change the system defaults for the advanced parameters click the Advanced button to view and modify additional settings for each of the ma...

Page 50: ...efinition see the MGC Manager User s Guide Volume II Using a Database 6 Define the following basic settings In most conference definitions you do not need to modify the Advanced parameters Table 2 2 Conference Properties Basic Settings Field Option Description General Settings Basic Encryption If you are defining an IP Only conference select this option to enable data encryption on the conference ...

Page 51: ...y Queue If IVR Service and Entry Queue Access are disabled only defined participants can connect to the conference Undefined dial in participants can connect only if the Meet Me Per Conf option is enabled for the conference For detailed information about IVR Message services and setup see Chapter 5 IVR and Entry Queue Services Message Service Name Select the IVR Service to be used during this conf...

Page 52: ...l the participants hear the background music Clear this check box to reinstate the conference Note A conference on hold can be released and placed on hold during an IVR enabled On Going Conference Enable Invite Select this option to enable the Invite feature When selected participants in the conference are able to invite new participants during the On Going Conference In this mode the participants...

Page 53: ...background music When the check box is cleared the conference will start at its predefined time or when the first participant connects to it Note This option is enabled only when an IVR Service is assigned to the conference Terminate Conference after Chairperson Exits Select this option to automatically end the conference once the conference chairperson disconnects from the conference After the ch...

Page 54: ...ote When the VTX 1000 check box is selected the system automatically uses the G 722 7 algorithm for the connection between the endpoint and the conference Roll Call The Roll Call feature of the IVR Message Service is used to record participants names and to play them back when participants enter or leave a conference The chairperson can request the system to play the names of all connected confere...

Page 55: ...nference icon Note If Auto Extend automatic extension of the conference is enabled for the MCU in the confer cfg selecting this option also enables the automatic extension of conference duration for this conference For more details see the MGC Administrator s Guide Chapter 5 MCU Utilities Exit Tone Roll Call Announcement Select this option to play the exit tone to all the connected participants wh...

Page 56: ...eet Me Per Conference without prior scheduling as long as they know the conference dial in number the conference password or numeric ID depending on the MCU configuration and the conference start date and time This mode is usually used in unattended conferences New Participants can be defined in one of the following methods From the Conference Properties dialog box when scheduling the conference o...

Page 57: ...uld be defined here or assigned from a template You have to define whether the dial out participants will be automatically called by the MCU at the conference start time or if they will be manually connected by the operator or conference chairperson If the Meet Me Per Conf option is selected in the Properties General tab you can allow undefined dial in participants to connect to the conference by ...

Page 58: ...Net 4 Net 8 Card Table 2 3 Conference Properties Participants Field Option Description Pre Defined Participants Lists the names of participants defined in the source file that contains predefined participants The source can be a Participant database User template file or an LDAP directory when available The list is empty if no source was selected in the Pre Defined Participant file box or if no pa...

Page 59: ...n an LDAP compatible directory Conference Participants Lists the names of the participants who are currently assigned to the conference Add Participant To add selected participants from the selected database Group User Template file or LDAP directory to the conference Click the name of the participant in the Pre Defined Participants list Click the Add Participant button The participant s name appe...

Page 60: ...r 0 no resources will be reserved for the conference Participants will be able to connect to the conference if there are available resources Note The total number of conference participants is limited by the value set in the Max Participants parameter or by the maximum number of participants per conference supported by the MCU Max Participants Enter the maximum number of participants who can conne...

Page 61: ...g box opens New Click this button to define a new participant and add to the list of participants of this On Going Conference You can save the new participant defined by this method during the conference definition in the database or in the current User Template file that is listed in the Pre Defined Participants File box If you do not save the new participant s definition in the database or in th...

Page 62: ...s hierarchy to which the logged in user has access You may select another group from the Groups hierarchy list Only groups to which you have access are listed in the Groups list e Click OK The list of all the participants in the filtered category is displayed in the Pre Defined Participants list and the name of the participant s Group is displayed in the Pre Defined Participants File You can now a...

Page 63: ... the Pre defined Participants list c In the Pre defined Participants list select the participants to add to the conference and click the Add button Recording This dialog box is used to enable recording the audio channel of the conference It is intended for use with the ReadiRecorder To enable recording for an On Going Conference 10 Click the Recording tab The Recording dialog box opens ...

Page 64: ...conference icon to view the status data in the Status and Monitor pane of the MGC Manager main window Table 2 4 Conference Properties Recording Field Option Description Enable Recording Select this option to enable recording Recording Link Name If you enabled recording select the required Recording Link from the list of the defined links If left blank the default recording link will be used The re...

Page 65: ...arameters Participants with the same name Participants with the same ISDN or T1 CAS phone numbers Participants with the same IP address or Alias Depending on the connection type that was defined for the participant MGC Manager looks for specific conflict criteria to determine if the participant is double booked Table 2 5 lists these criteria Table 2 5 Scheduling Conflict Criteria by Connection Typ...

Page 66: ...ence currently being created Reserved Participants Lists the names of participants already scheduled in previously created conferences whose data match those of the newly requested participant Phone IP Lists the phone numbers or IP addresses of all listed participants Alias Lists the aliases of all listed participants Conn Type Indicates the participant s connection type Dial in participants call ...

Page 67: ...nd conflict information and to schedule the conference Back to reservation Select this option to return to the current conference definition without scheduling the conference and to modify the required parameters or select other participants Cancel scheduling Select this option to cancel the current conference definition and exit the conference definition mode The window closes and the selected ac...

Page 68: ... the On Going Conferences tree The number of On Going Conferences appears between brackets next to the On Going Conferences icon and the conferences that are currently running are listed below Each conference is identified by its name and an icon indicating its type and general status On first entry or if no conferences are running the On Going Conferences list is empty Additional information rega...

Page 69: ...eservations icon and then click New Reservation The Conference Properties General dialog box opens allowing you to define the general parameters of the conference These parameters are identical to the standard conference General parameters 3 Define the conference general parameters such as name Numeric ID passwords and duration For detailed description of these parameters refer to Table 2 1 Confer...

Page 70: ... the conference 5 Define the following parameters If you do not change the default date and time current the defined Reservation becomes an On Going Conference and will start immediately Table 2 7 Reservation Properties Scheduler Field Option Description Calendar Select a date on which the conference should be started select the month and year on the calendar and then click the date ...

Page 71: ...r Conf dialog box appears 10 Define the Meet Me Per Conf parameters as described in MGC Manager User Guide Vol I Chapter 2 11 Click OK to complete the Reservation definition The new Reservation is added to the Reservations list Starting Time To select a time at which the conference should be started set the starting time using either the 12H AM PM or the 24 hour format The time format is derived f...

Page 72: ... parameters for the individual conference Defining the Reservation Recurrence parameters can be done in two ways When setting up a New Reservation from the Reservations list When setting up a New Reservation from a Reservation Template The recurrence parameters are defined in the Conference Properties Scheduler dialog box To define the recurrence parameters for the reservation 1 In the Conference ...

Page 73: ...itional day of the week at which the conference is to be repeated and set the interval to 1 Recurrence Pattern cont Monthly By default the system sets the day according to the day defined for the first conference You can choose either the day of a month or a schedule sequence Daily By default all the days of the week are selected To exclude a certain day of the week for example the weekend clear t...

Page 74: ...ervation is named Demo and the number of occurrences is three the system creates three reservations naming the first Demo_1 the second Demo_2 and the third Demo_3 Range of Recurrence Define the range of reservation recurrences End After number of Occurrences Specify after how many recurrences the reservation will end The default value is 1 the range is 1 2000 End By date Specify the date for the l...

Page 75: ...ations icon The number of currently defined reservations appears between brackets next to the Reservations icon Each conference is identified by its name and an icon indicating the Reservation type and status You can view Reservations in the Status pane to check additional information about the Reservation such as its Numeric ID passwords dial in numbers and H 323 Network Service Prefix Displaying...

Page 76: ...tions menu click Conf Alert The Conference End Time Alert dialog box opens 2 In the End Conf Alert field enter or select the value that defines how many minutes before the end of the conference the End of Conference Reminder is activated For example if you enter 5 the End of Conference Reminder icon will be displayed five minutes before the end of the conference Entering 0 disables the appearance ...

Page 77: ...operties Identification dialog box opens a In the On Going Conference Properties Participants dialog box click the New button b Expand the On Going Conferences list right click the icon of the conference to which to add the participant and then click New Participant c Expand the On Going Conferences list click the icon of the conference to which to add the participant and then click the New Partic...

Page 78: ...n Description Name Enter a unique name for the participant using up to 80 characters Connection Type Select the connection type Dial in Participants call the MCU at conference time You provide the participant with the MCU s dial in number When selecting this type the Meet Me Per options are enabled This connection type is applicable to ISDN ATM and MPI interfaces Note Dial in T1 CAS participants c...

Page 79: ... enter the participant s number Note This is the only selection available for the T1 CAS participant If the Dial Out Manually option is disabled in the Conference Properties Participant tab the MCU automatically calls the participant at conference time If this option is enabled the operator must connect the participant Interface Type Select the network type used by the participant to connect to th...

Page 80: ...the participant and route them to the appropriate conference Enter the participant s CLI number MCU Numbers This field is enabled only to Dial in Meet Me Per MCU participants Enter the MCU number as allocated to the MCU by the carrier The dial in numbers are defined in the ISDN Network Services Span dialog box If left blank when the conference starts the MCU automatically assigns a dial in number ...

Page 81: ...In conferences where the blast dial out feature is activated automatically using the DTMF code 25 the free text field must start with a digit as shown in the example 9Duke Ext p345p222p Brackets Brackets indicating a dial string Bracket are context sensitive and only this type of format is to be used Extension Ext ext EXT are permitted text prefix Code indicating that a string consisting of a seri...

Page 82: ...information The titles of the User Defined fields can be modified in the Database Manager Defaults User Defined Defaults and loaded to the MGC Manager application Note The User Defined fields are displayed only if the Show User Defined Fields in Participant Parameters box is selected in the Database Manager Defaults User Defined Defaults Broadcasting Volume Listening Volume You can control the vol...

Page 83: ...finition as a template in the User Defined template file or in the selected Database Group Note This check box appears only when defining a participant during conference or reservation definition Participant Linked This check box appears only when defining a participant during the definition of a Reservation template in the database Select this option to save the participant as a template in the d...

Page 84: ... label is used for filtering the Participant Templates list in the database Non administrative users can assign only the labels assigned to them Users with administrator rights can assign any label created in the system The labels are defined by administrators in the MGC Database Manager module For detailed information on template types and use refer to the MGC Manager User s Guide Volume II Chapt...

Page 85: ...f a sub service is used enter the sub service name exactly as it appears in the selected Network Service definition If left blank the default sub service defined in the selected Network service is used Num type Select the type of program to be used when connecting to ISDN ATM MPI participants The available options are Unknown National International Network Specific Subscriber Abbreviated Taken fro...

Page 86: ...Auto is automatically selected It implies the conference encryption setting encrypted non encrypted is applied to the participant Audio Only ISDN T1 CAS participants cannot be encrypted because encryption is not part of the ISDN T1 CAS protocol and therefore in this mode the participant can only connect as a standard participant to non encrypted conferences AGC The Auto Gain Control AGC mechanism ...

Page 87: ...IP Participant Definition If you select H 323 or SIP in the Interface Type field the fields change in the Participant Properties dialog box Most of the parameters are common to both H 323 and SIP participants H323 Participant Properties SIP Participant Properties ...

Page 88: ...In a Dial in connection the participants IP address or alias are entered The IP address or alias is used to identify and route the participant to the appropriate conference For SIP endpoints Participant IP is optional as these participants can be located by using their URI addresses Signaling Port Indicates the signaling port used for participant connection For H 323 the default port is 1720 For S...

Page 89: ... 323 Only If you are using the endpoint s alias and not the IP address first select the type of alias and then enter the endpoint s alias as registered with the gatekeeper Enter the alias name using the naming conventions appropriate to the selected Alias type Alias Type H 323 Only Select the appropriate alias type before entering an alias name H 323 ID alphanumeric ID E 164 digits 0 9 URL ID URL ...

Page 90: ...ined fields are displayed only if the Show User Defined Fields in Participant Parameters box is selected in the Database Manager Defaults User Defined Defaults Broadcasting Volume Listening Volume You can control the volume of the audio transmitted from the participant to the conference broadcasting volume as well as the listening volume for the participant To adjust the volume move the slider The...

Page 91: ...tabase Group Note This check box appears only when defining a participant during conference or reservation definition Participant Linked This check box appears only when defining a participant during the definition of a Reservation template in the database Select this option to save the participant as a template in the database and link the participant to the Reservation template The participant i...

Page 92: ...ervice handling the call Note that the system is case sensitive If left blank the default IP Network Service H 323 or SIP depending on the Interface Type is used Recording Designate the IP participant as an audio recording port connected to an external recording device None The participant is not connected to an external recording device Dial up The participant is used as the recording port to an ...

Page 93: ...tion setting encrypted non encrypted is applied to the participant In this mode the participant connects as encrypted only if the conference is defined as encrypted Off The participant joins the Conference Entry Queue non encrypted On The participant joins the Conference Entry Queue encrypted Note SIP participants do not support this type of encryption and therefore Auto should be selected For mor...

Page 94: ...C Manager User s Guide Volume I Chapter 4 Quality of Service for IP Participants page 4 124 Enable PSTN Dial in For internal use only Save Participant Optional When checked saves the participant definition as a template in the User Defined template file or in the selected Database Group Note This check box appears only when defining a participant for a Reservation template in the User Template fil...

Page 95: ...pant connections between the cards This is done by giving the IP address of the appropriate H 323 card to each of the participants Simple Dial in Using the IP Card Alias Participants can use the alias of the IP card installed in the MCU to dial in In this mode a gatekeeper is required in order to provide address translation and routing to the IP module When the participant enters the IP card alias...

Page 96: ... e 0 9 digits and This Network Service prefix is also entered in the IP Network Service Properties H 323 dialog box The Network Service prefix is given to the participants as the dial in number When the participants dial in the call arrives at the gatekeeper The gatekeeper locates the MCU and tries to allocate a port from the first free IP card If the resource is available the participant is conne...

Page 97: ...ference1 Participant 1 alias 256 Participant 2 alias 259 Participant 3 alias 378 Conference2 Participant 1 alias 268 Participant 2 alias 281 Participant 3 alias 224 The Gatekeeper behavior is dependent on the type of Gatekeeper service chosen in the Service Mode field IP Network Service Properties H 323 dialog box Currently only Polycom RadVision and VCON MXM Gatekeepers are known to support the N...

Page 98: ...in disconnected Stand By state until the operator initiates the connection from the MCU to the participant Until all participants connect to conference the conference shows the Not Full status If Dial out Manually was not selected for the conference the system automatically dials out to all listed participants and connects them to the conference Defined dial in participants status is Waiting for d...

Page 99: ...ed information on the participant s status using the Participant Properties option During attended conferences you can monitor the status of the participants waiting in the Participants Queue This chapter describes the available options and methods of monitoring Audio Only conferences in the MGC Audio Look and Feel mode according to monitoring levels and according to the type of participant or the...

Page 100: ...ded and attended conferences Participants in unattended conferences usually connect to a conference without the operator s assistance In an unattended conference with an assigned IVR Service operations are performed using DTMF codes and or are managed by the chairperson of the conference Unattended participants can be in two states Greeting and Conferencing In attended conferences the connection t...

Page 101: ...onferences either by expanding the On Going Conferences tree or by listing the conferences in the Status pane To view On Going Conferences in the Status pane 1 In the Browser pane expand the MCU tree 2 Click the On Going Conferences icon A list of On Going conferences is displayed in the Status pane In the Status pane the conference parameters are displayed The following conference parameters are ...

Page 102: ...rence End Time The scheduled end date and time of the conference ID A sequential ID number assigned to the conference by the system for use by the Call Detail Record CDR utility Connected The number of participants currently connected to the conference Dial In Number The number participants can use to dial into the conference from a telephone ISDN line Join Conference The names of conferences the ...

Page 103: ...imultaneously It displays additional parameters and you can filter the display to show only those participants requiring operators assistance Monitoring the Conference and Participant Status To view the status of conference participants in the Status pane 1 In the Browser pane expand the On Going Conferences tree Numeric ID The unique per MCU Conference Numeric ID as assigned by the operator or th...

Page 104: ...2 Right click the icon of the conference to monitor and then click Monitor to view all the conference participants in the monitor pane The conference details appear in the Monitor pane Information is displayed in table form Each row represents a conference or a participant and each column represents a status item that is being monitored You can adjust both the columns and the rows in the Monitor a...

Page 105: ...le 3 2 On Going Conference Monitor Pane Columns Column Name Icon Indication Description Name The name of the On Going Conference or participant and an icon indicating the conference and participant type and status Conference Indicators Audio Only conference This type of conference can be run on an Audio Only MCU Voice Plus or on a unified MCU Operator Conference Audio only Allows the operator and ...

Page 106: ...erence statuses see Table 3 6 on page 3 20 Participant Indicators Dial in participants who were undefined prior to the conference start are named using the conference name and a sequential number that appears between brackets Standard participant Any dial in or dial out participant connected to the conference Chairperson Leader The participant defined as the conference chairperson leader The chair...

Page 107: ...ntly waiting in the Question and Answer queue Current questioner VIP Current questioner The current questioner in a Question and Answer session Gray Disconnected participant When any type of defined participant is disconnected from the conference the respective icon is disabled Faulty connected participant An exclamation point next to the icon indicates that the participant has a problem and requi...

Page 108: ...ce was placed on hold and is locked to dial in participants Voting Voting session is in progress where participants express their preference on a set of choices using the touch tone keypad Connection Indicates the connection status of the conference or a participant when no indication is displayed and the conference is running smoothly Conference Indicators Empty No participant was defined for thi...

Page 109: ...nected to the conference Gray Disconnected The defined participant is disconnected from the conference This status may occur when the participant is disconnected from the On Going Conference either by the operator or from the participant side Connecting Displayed during the connection process of a participant to the conference Stand By In a conference that was set to Dial out Manually the dial out...

Page 110: ...participant and MCU phone numbers or IP address alias depending on the supported network and connection type In dial in connection displays the CLI number ISDN or IP address alias of the participant calling the MCU marked by the letter P and the MCU number or IP address alias dialed by the participant marked by the letter M In dial out connection displays the dialed number ISDN IP address alias H ...

Page 111: ...tion Once the participant connects to the conference the number of retries is set to 0 Media Member Identifies the participant s media types Audio and Data Channels Identifies the number of channels that are used for connecting this participant Note This parameter is not displayed for H 323 participants Aggregation Displays the aggregation method of the channels that are used for connecting this p...

Page 112: ...cipant waiting in the Q A Queue This information is cleared when the participant begins to speak Last Vote During a voting session displays the last vote that the selected participant entered using DTMF code Sub Conference Name Indicates whether the participant is in an Invite Session The Invite option is available in Audio Only Conferences and enables the chairperson to dial out during an On Goin...

Page 113: ...n IVR enabled Conference Status Icons Icon Description The participant is connected to the MCU and has entered the Entry Queue or the IVR queue The participant was moved to the Operator Conference and is being assisted by the operator The participant has requested the operator s assistance The participant has requested the operator s assistance for the conference Usually this means that the operat...

Page 114: ...this mode all other participants are automatically muted The audio channel of the participant is muted by the participant from the endpoint The audio channel of the participant is muted by the participant and by the MCU The audio channel of the participant is muted by the operator The audio channel of the participant is muted by the participant and the operator The audio channel of the participant...

Page 115: ...to the conference when manual dial out is selected for a conference when they have requested help placed on hold when their line is noisy or when waiting in the Q A Queue To display only the filtered participants in the Monitor pane 1 Expand the On Going Conferences list 2 Right click the icon of the conference whose participants you want to monitor and then click Monitor Filter The Participant Mo...

Page 116: ...stance and has yet to be assisted by the operator In Attended conferences this option also includes the participants who have to wait for the operator s assistance to connect to the conference Asked Question Participants who are waiting in the Q A queue Noisy Line Participants whose audio channel is detected as noisy The system uses a special algorithm to identify the endpoints that add background...

Page 117: ...ark next to Monitor All indicates that the option is activated Each click of the Monitor All option enables or disables this option Secure Conference Mode The Secure mode locks the conference and prevents participants and operators from joining the conference A secured conference cannot be monitored or controlled in any way However operators can terminate the conference even when the conference is...

Page 118: ...nce Status Icons Icon Indication Description Secure conference The audio only On Going Conference is in the Secure mode the conference properties and the participants list are hidden Faulty secure conference An exclamation point appears next to the secure conference icon when one of the following statuses occurs Empty Single Party Not Full Faulty Connection Resource Deficiency and Bad Resources Fo...

Page 119: ...m announces the self recorded name of the participant leaving the conference Entry Tone is played when a participant connects to the conference This tone is heard by all the conference participants currently connected to the conference but not by the connecting participant If Roll Call is enabled the system announces the self recorded name of the participant connecting to the conference End Time A...

Page 120: ...ant lines by selecting the Noisy Line monitor filter See Monitor Filter on page 3 17 When the Noisy Line filter is enabled the indicating icon appears in the Connection column if a noisy line is detected by the system In addition you can enable the SilenceIT option to automatically mute the audio participants who are identified as having a noisy line SilenceIT uses an algorithm that detects contin...

Page 121: ...addition to the general conference information that appears in the Status and the Monitor tables you can view the details of the conference current status and setup parameters using the Conference Properties dialog boxes While checking the properties you can also edit several parameters To view the parameters of an On Going Conference 1 In the Status pane Browser pane or Monitor pane right click t...

Page 122: ...ng State You can view the conference general parameters and if remarks have been entered review the remarks history 2 Click the Scheduler tab to view the date and time at which the conference had started and to view the ending time that was scheduled for the conference The Conference Properties Scheduler dialog box opens To shorten or extend the conference you can adjust the conference ending date...

Page 123: ...us Displays the possible problem statuses of a conference When a problem occurs during a conference for example a resource deficiency the selected check box indicates that status These statuses are also listed in the Connection column in the Monitor or the Status pane For more information about the Monitor pane columns see Table 3 2 on page 3 7 Recording If a recording port was defined for the con...

Page 124: ... the On Going Conference Properties dialog box If you modify any parameters click Apply in the relevant tab Audio Source Displays the name of the current speaker Exclusive Speaker Displays the name of the Exclusive Speaker who was designated for the conference Table 3 7 Conference Properties Ongoing State Continued Field Option Description These numbers can be viewed in the Status pane For details...

Page 125: ...he participant icon The name is composed of the Entry Queue or On Going Conference name and a number Using the Participant Properties dialog box you can verify the properties of the ISDN or VoIP participant who is connected to a conference The Identification Advanced Connection Info1 Connection Info2 Resource Details Disconnection Cause H 221 or another used protocol tabs are only displayed during...

Page 126: ...e double click the participant icon Alternatively right click the appropriate participant icon and then click Properties Alternatively open the On Going Conference Properties dialog box and double click the participant s name in the Participants tab The Participant s Properties Identification dialog box opens You can view the name and the dial in numbers that were used by the participant to connec...

Page 127: ... participant s connection status click the Connection Info1 tab Table 3 8 ISDN Participant Properties Identification Field Option Description Name Indicates the participant s name User Defined 1 4 In either or all user defined fields you can enter additional data about the participant for example the email address telephone number or any other identifying information Broadcasting Volume The volume...

Page 128: ...of the participant Note This status is indicated in the Monitor and Status panes For more details see Table 3 2 on page 3 7 Disconnect Reconnect Depending on the current participant status in the On Going Conference this button lets you disconnect or reconnect the participant Channels Status The status of the participant s audio channel according to the following parameters Channel Indicates the c...

Page 129: ... In a dial in connection indicates the participant s CLI Calling Line Identification as identified by the MCU In a dial out connection indicates the participant s phone number dialed by the MCU MCU Phone In a dial in connection indicates the MCU number dialed by the participant In a dial out connection indicates the CLI number of the MCU as seen by the participant This number is entered in the MCU...

Page 130: ... Participant Properties Connection Info2 Field Option Description Connection Time The date and time the participant connected to the conference Note The time format is derived from the operating system s time format Disconnection Time The date and time of participant s disconnection Connection Retries Left The number of retries left for the system to connect the participant to the conference ...

Page 131: ...tended The participant is being assisted by the operator in an Operator Conference On Hold The participant was placed on hold and hears background music Mute By Operator When checked indicates that the participant s audio channel was muted by the operator Mute By Participant When checked indicates that the audio channel was muted by the participant Mute By MCU When checked indicates that the parti...

Page 132: ...dialog box opens The following information is displayed for the connected participant Table 3 11 ISDN Participant Properties Resource Details Field Option Description Resource Details Displays information about MCU modules used to handle the participant The following parameters are displayed ...

Page 133: ...sed to run the conference and handle the participant is installed Unit ID The unit number on the card used to handle the participant in the conference Allocated Indicates whether the MCU resources listed in the Resource Type column are allocated to the conference Connection ID The number identifying participant s connection Net Resources Displays information about the network interface module used...

Page 134: ...ab to display the cause The Participant Properties Disconnection Cause dialog box opens Allocated Indicates whether the Network card installed in the MCU is used to run the conference Connection ID The number identifying participant s connection Table 3 11 ISDN Participant Properties Resource Details Continued Field Option Description ...

Page 135: ...re unavailable or busy Participant Hang Up The participant disconnected himself from the conference Bad H 243 Connection Problems occurred with the connection protocol Resource Deficiency Hardware resources audio or network cards are insufficient and cannot handle the conference Security Failure Encryption related problem prevented the connection Not relevant to ISDN Audio Only participant Cause D...

Page 136: ...ng SDP tab is included for SIP participants These tabs contain information that is relevant only to the participant status while the conference is running and are used mainly to monitor the participant s status when connection problems occur To monitor the status of VoIP participant 1 In the Monitor Status or Browser pane right click the participant icon and then click Properties The Participant s...

Page 137: ...cription Name Indicates the participant s name User Defined 1 4 Place to enter additional data about the participant for example the email address telephone number or any other identifying information Broadcasting Volume The volume at which the participant is heard by other participants If not modified the volume stays at the default level 5 Listening Volume The volume at which the participant hea...

Page 138: ...and Status panes see Table 3 2 describes the Monitor pane columns on page 3 7 Disconnect Reconnect Use the button do reconnect a disconnected participant or to disconnect a connected one Channels Status The following parameters are displayed in this table Channel Faulty Bit Rate Fraction Loss Peak Jitter Peak Packets Latency The checked boxes indicate the multimedia channels Audio and Data that ar...

Page 139: ...ntent Token Not relevant in Audio Only Channel Info Displays detailed information about a selected channel You can click this button to expand or to collapse the additional Channel Info pane In the Channel Status table Channel column select a channel to monitor and click this button Note The displayed information varies according to the properties of the selected channel Table 3 14 VoIP Participan...

Page 140: ...ndicates if the Audio channel has been muted by the participant Mute By MCU Indicates if the Audio channel has been muted by the MCU Gatekeeper Status Indicates the status of the participant s registration with the Gatekeeper and the bandwidth allocated to the participant ARQ Admission Request Indicates that the participant has requested the gatekeeper to allocate the required bandwidth on the LAN...

Page 141: ...Allocated The actual bandwidth allocated to the participant by the gatekeeper when the participant is admitted to the conference measured in Kbps Requested Info Interval Some gatekeepers request an alive and well message from the endpoint to keep the resources allocated to it This field indicates the frequency in Kbps in which this message is sent to the gatekeeper Gatekeeper Routed Indicates whet...

Page 142: ...es Resource Details dialog box opens The displayed information is the same as for ISDN participant see Table 3 11 ISDN Participant Properties Resource Details page 3 34 Table 3 16 VoIP Participant Properties H245 Field Option Description Remote Capabilities Lists the resources used by the connected endpoint participant Remote Communication Mode Lists the protocols used by the connected endpoint pa...

Page 143: ...eld Option Description CallDisconnection Reason Gatekeeper Failure and H323 Failure disconnection cause categories are exclusive to H 323 participants All other statuses are identical to ISDN participants and are described in Table 3 12 ISDN Participant Properties Disconnection Cause on page 3 37 Gatekeeper Failure Participant s failure to connect to the conference is caused by the gatekeeper H323...

Page 144: ...monitor in Audio Look and Feel Cause Describes the cause of disconnection according to the category indicated in the Video Disconnection Reason Possible Solution Indicates a possible course of action to enable participant s reconnection video conferences only Table 3 17 VoIP Participant Properties Disconnection Cause Continued Field Option Description ...

Page 145: ...ed ending or extend its duration Alternatively they can disconnect an individual participant while the conference is in progress or temporarily mute the transmission to enable other participants to hold a private discussion Operators can establish an operator controlled dial out connection during the conference and add a new participants during session Some conference management tasks can also be ...

Page 146: ...age a Question and Answer session place participants on hold and lock the conference to dial in participants For a detailed description of Attended Conferencing see Chapter 7 Attended Conferencing on page 7 1 Unattended Conferences In unattended conferences participants use DTMF codes in response to menu driven voice prompts and in this way are guided to the conference Unless there is a problem in...

Page 147: ...ticipant s listening and broadcasting volume Mute or un mute a participant Modify user defined parameters for the participant MGC Manager only Move a participant to an operator conference attended conference only Move a participant to the home conference attended conference only Place a participant on hold attended conference only For management operations performed during an Attended conference s...

Page 148: ...med During On Going Conferences 4 4 Change the conference duration while in session End a conference before its scheduled termination time Reschedule a conference reservation Send conference details to a file printer or clipboard ...

Page 149: ...t During the connection process the participant s status and icon which is displayed in the Connection column changes from Standby to Connecting When the connection is established the participant s status and icon changes to Connected Use this procedure to reconnect participants who were previously disconnected from the conference or failed to connect to the conference If you have difficulties con...

Page 150: ... connection type needs to be changed and then click Dial In or Dial Out depending on the participant s current definition The system toggles between dial in and dial out depending on the current participant connection type The Connection Type parameter can be changed only when the participant is disconnected from the conference and both dial in and dial out parameters are defined in the Participan...

Page 151: ...on from the conference and releases the resources that were allocated to that participant making them available for other participants However to reconnect a participant who was deleted from the conference you must define the parameters again as you would do for a new participant To disconnect a participant 1 In the Monitor pane Status pane or Browser pane list the participants connected to the co...

Page 152: ... assigns names to all dial in participants who were not defined prior to the start of the conference undefined participants once they connect to the conference This default name is derived from the conference name and a sequential number You can edit the automatically assigned name to correctly display it in the Monitor and Status panes The name change is also updated in the Call Detail Record CDR...

Page 153: ...and then click Properties The Participant Properties Identification dialog box opens 3 In the Name field type the participant s new name 4 Click OK The participant name is updated in the Browser Monitor and Status panes This name will also be saved to the CDR Call Detail Record file ...

Page 154: ...nitor and Status panes For more details see Chapter 2 Defining Participant Properties on page 2 49 Connection Type Alter the participant connection from dial in to dial out or vice versa Phone Number or IP address Change the participant s dial in dial out phone number or IP dress as required Interface Type Change the participant s interface and protocol provided that the endpoint supports both ISD...

Page 155: ...at the same time by using standard Windows conventions to select the participants to move To interactively move participants from one conference to another 1 Expand the On Going Conferences list in the Browser pane to display the home conference icon and the destination conference icon 2 Drag the icon of participant from the home conference and drop it on the target conference icon To move partici...

Page 156: ...y muted so as not to interrupt the lecture Alternatively chairpersons can designate themselves as the Exclusive Speaker for the conference using the appropriate DTMF code the default code is 5 or cancel the Exclusive Speaker mode default DTMF code is 5 The operator can unmute participants who were muted by the MCU or cancel the Exclusive Speaker mode The chairperson can only cancel the Exclusive S...

Page 157: ... Audio column of all other participants Changing Participant s Status to Conference Chairperson During On Going Conferences operators can designate a participant to function as the conference chairperson The chairperson can perform various operations during the conference such as lock or unlock the conference to dial in participants initiate a voting session become the conference exclusive speaker...

Page 158: ...the conference chairperson and the icon changes accordingly To revert the chairperson s status to regular participant In the Monitor or Status pane right click the chairperson s icon and then click Change to Regular Participant This feature can also be activated by the participant using DTMF codes ...

Page 159: ...king part in an On Going Conference You can change the VIP status of participants during a conference VIP participants are indicated with the VIP icon To designate a participant as a VIP 1 In the Browser Monitor or Status pane right click the participant s icon and then click Properties The Participant s Properties Identification dialog box opens 2 Select the VIP check box to assign the new status...

Page 160: ...ting and listening volume of the participant s audio transmission can be changed during an On Going Conference This operation is applicable to all interface types To adjust the broadcasting and listening volume for the participant 1 In the Browser Monitor or Status panes right click the participant s icon and then click Properties Alternatively double click the participant icon The Participant Pro...

Page 161: ...he other participants cannot hear the muted participant Participants audio can be muted by the MCU by the operator by themselves or by a combination MCU operator Operator participant For listing of audio status icons see Table 3 4 Participant Audio Status Icons on page 3 16 Participants can mute their audio transmission from their own endpoints using DTMF codes The default DTMF code for muting ind...

Page 162: ...ane right click the participant s icon and then click Mute Audio The menu option changes to Un mute Audio and the status of the audio channel in the Audio column in the Status and Monitor panes changes to Mute Audio Muting by Operator is indicated by a special icon b To unmute the audio channel for a participant right click the participant s icon and then click Unmute Audio ...

Page 163: ...ection Info2 tab The Participant s Properties Connection Info2 dialog box opens c In the Mute By Operator box check the Audio option and then click OK The dialog box closes and muting takes effect The Muted Participant icon appears in the Audio column in the Monitor and Status panes To un mute the audio using this method clear the Mute By Operator Audio check box IP Participant Connection Info2 Pr...

Page 164: ...due to the following factors Microphone properties and adjustments Background noise Speaker s distance from microphone Speaker s manner of speech In some cases you may need to disable AGC for a participant during a conference You can enable or disable AGC using the participant s right click menu or in the Participant Properties dialog box For more details about participant properties modifications...

Page 165: ... can configure the Participant Properties dialog box to include them and you can also modify their titles This is done in the Database Manager application For more details about changing the User Defined fields see MGC Manager User s Guide Vol I Chapter 6 Operations Performed During On Going Conferences To modify the User Defined fields in participant s properties 1 Open the Participant s Properti...

Page 166: ... Conference Properties dialog box Add a defined participant from the Participant Database or from a User Template file For more details see Chapter 2 Defining Participant Properties on page 2 49 Copy a participant from another conference or a conference template If the conference is a Meet Me Per conference undefined participants can connect to the conference directly or through an Entry Queue Whe...

Page 167: ...ipants Properties dialog box For detailed information on defining participants see Chapter 2 Defining Participant Properties on page 2 49 c Click OK The new participant is added to the conference and is displayed in all the panes of the main window From the Conference toolbar a Expand the On Going Conferences list click the icon of the conference to which to add the participant and then click the ...

Page 168: ...ick the New button The Participant Properties dialog box opens d Set up the required properties in the Identification and Advanced tabs of the Participants Properties dialog box For a detailed description of participant definition see Chapter 2 Defining Participant Properties on page 2 49 e Click OK The new participant is listed in the Conference Participants list f If required repeat steps c e to...

Page 169: ...or Reservations to another 1 In the Browser pane expand the Reservations or the On Going Conferences list and then expand the Reservation On Going Conference icon to list its participants 2 Right click the icon of the participant to copy and then click Copy Participant 3 Right click the conference reservation icon to which to copy the participant and then click Paste Participant The participant s ...

Page 170: ...2 49 To copy the participant properties from a Database Reservation template or from the Participant Template You can copy a participant from a participant template to another participant template or to another conference 1 Open the Reservation in Database window or Participants in Database window as described in the MGC Manager User s Guide Volume II 2 Expand the Groups tree In the Reservations i...

Page 171: ...ame 6 In the Reservation database the On Going Conferences or Reservations list right click the conference icon to which you wish to copy the participant and then click Paste The participant s details will be copied to the new conference reservation under the same name a Alternatively click Paste As to copy the participant s details to the new conference reservation under a new name The Participan...

Page 172: ...l telephone pressing the appropriate DTMF code When the Mute Meet Me Parties option is cancelled undefined participants who dial in are not muted However the participants who were previously muted by the MCU using this feature are not automatically unmuted when this option is cancelled To activate the Mute Meet Me Parties feature 1 Expand the On Going Conferences list 2 Right click the icon of the...

Page 173: ... the MCU This status is indicated by the appropriate icon in the Audio column of the Monitor and Status pane To cancel the Mute Meet Me Parties feature 1 Expand the On Going Conferences list 2 Right click the conference icon and click Un mute Meet Me Parties Participants remain muted until you manually unmute them ...

Page 174: ...ks are displayed in the Remarks History box in the ascending order latest entry at top of the list Remarks can also be added from the Web via the WebCommander application The entries are added to the CDR file for retrieval during the billing stage To enter and save a remark during an On Going Conference 1 Open the On Going Conference Properties dialog box and if required click the General tab The ...

Page 175: ...o undefined dial in participants In addition you can lock a conference during its definition and if required unlock it while it is going on The purpose of conference locking is to Limit the number of undefined dial in participants connecting to the conference Prevent additional participants from connecting to the conference once all the required participants are connected Save resources You can lo...

Page 176: ... locked to new dial in participants To unlock a locked conference expand the On Going Conferences list right click the icon of the conference to unlock and then click Unlock Conference The status of this conference in the Monitor and Status panes is updated to Unlocked and the conference reverts to its regular state New dial in participants can now connect to the On Going Conference Using the Conf...

Page 177: ... and its status and indicators in the Monitor and Status panes are updated accordingly New dial in participants can now connect to the On Going Conference From the Conference Properties dialog box a In the On Going Conference Properties dialog box click the Settings tab b If required in the General Settings section click the Advanced button Placing a cursor on top of the Lock button displays a too...

Page 178: ...n in the Monitor pane When the On Going Conference starts it remains locked until unlocked or until it ends To unlock a conference repeat steps a and b then clear the Conference Lock check box use the conference toolbar button or the right click menu The conference reverts to the unlocked state and its status and indicators in the Monitor and Status panes are updated accordingly New dial in partic...

Page 179: ...If the participant is muted by the MCU for example in the Exclusive Speaker mode you have to unmute the participant before you let him or her ask the question You can stop the questioner any time during the question or you can end the current Q A session by selecting the appropriate function in the MGC Manager application The chairperson can end the Q A session using the appropriate code on the DT...

Page 180: ...tioner Lets the next participant in the Q A queue or the selected participant ask a question Add Participant to Q A Adds a participant to the Q A queue Remove Participant from Q A Removes a participant from the Q A queue Move participant to first position in Q A Moves the participant to the first position in the Q A queue enabling this participant to become the next questioner Move participant to ...

Page 181: ... can also be added to the queue manually from the MGC Manager application In the Browser Status or Monitor panes right click the icon of the participant to add to the queue The participant icon changes to indicate that the participant was added to the Q A queue ...

Page 182: ...e participants who have requested to ask a question in the Q A queue The QA Waiting Time column displays the length of time the participant has been waiting in the Q A queue Note that in the above figure the Q A columns were moved to the left By default these columns are located on the right of the Monitor pane and you need to use the scrolling arrows to display them ...

Page 183: ...click Q A Management and then select the required position You can move participants to the following positions in the Q A queue First position Last position Up one position Down one position Alternatively select the participant to move by clicking the Participant icon and then on the Q A toolbar click to move the participant to the first position in Q A queue or to move the participant to the las...

Page 184: ... let the first participant in the queue ask the question The default code The selected participant s icon now indicates the change of status to current questioner Ending Participant Questions Ending the questioner session can be done by participants or by the chairperson The operator can end the questioner session by right clicking the Questioner icon and then clicking Stop Questioner Session Part...

Page 185: ... session To remove a participant from the Q A queue Right click the participant s icon click Q A Management and then click Remove Participant from Q A or select the participant s icon and then click the Remove Participant from Q A button on the Q A toolbar The participant is deleted from the Q A queue and remains in the On Going Conference Clearing Q A Queues The chairperson and the operator can c...

Page 186: ... the employees have to vote for one of the benefit plans suggested by the management Each plan is assigned a digit for example if there are 5 plans the choices may be 0 to 4 and a short description A voting session consists of three main stages Preparation stage Before the voting session begins the operator or the chairperson using the WebCommander application creates the list of choices and their...

Page 187: ...ePlus Edition 4 43 Conducting a Voting Session The operator or the chairperson manages the voting session To manage a voting session conference 1 In the Browser or Monitor panes right click the conference icon and then click Voting ...

Page 188: ...n The Voting dialog box information is organized in these sections Voting Settings where you define the voting session parameters Voting Results where the system displays the voting results parameters updating them as the voting session progresses The Command buttons let you select optional operations Voting results Command buttons Voting settings ...

Page 189: ...2 Voting Session Settings Field Option Description Title Enter the Voting subject This title is also used as the file name when saving the results to a file Choices The digits 0 to 9 on the left which cannot be selected or modified represent the digit that should be pressed on the telephone keypad or the remote control Enter a descriptive text for each of the choices to be selected during the voti...

Page 190: ...plays the number of participants who have already voted This number is updated continuously according to the number of voters Show results as percentage with reference to Select this option to display the number of votes for each choice as percentage If checked select the category from which to calculate the percentage Voters Only Displays the percentage of participants who voted for each choice o...

Page 191: ...red from the Voting Settings pane Repeat the preparation stage procedure as described in Conducting a Voting Session on page 4 43 steps 1 through 3 Click Results to display full information about the voting results Click Save Results to save the results to a text file Click OK to exit the voting session The dialog box closes Viewing and Saving Voting Results To view voting results 1 Click Details ...

Page 192: ...ng results file 1 In the Voting window click the Save Results button to save the results to a text file The Save As dialog box opens The File Name field displays the default name derived from the voting session s title You can modify this file name The file can be saved only in the text or ASCII format txt 2 Using the standard Windows conventions select the destination folder for the file and then...

Page 193: ...icipants hear background music If you place the conference On Hold during its definition or when starting it you can cancel the On Hold state later for example when all the participants have successfully connected You can activate and deactivate the On Hold function from the Conference right click menu from the Conference toolbar or from the On Going Conference Properties dialog box Alternatively ...

Page 194: ...he Conference right click menu a Expand the On Going Conferences list b Right click the icon of the conference to place On Hold and then click On Hold The On Going Conference is placed on hold immediately To reinstate the conference expand the On Going Conferences list and then right click the icon of the conference that is currently on hold and then click Release Hold Using the Conference Toolbar...

Page 195: ...ck the Release Hold button on the Conference toolbar From the Conference Properties dialog box a In the On Going Conference Properties dialog box click the Settings tab b If required click the Advanced button c In the General Settings pane select On Hold then click OK The dialog box closes To release the conference repeat steps a and b then clear the On Hold check box ...

Page 196: ...rence and chairperson passwords To modify the conference general parameters 1 Right click the On Going Conference icon and then click Properties The Conference Properties General dialog box opens 2 Enter the conference Billing code general information such as company name contact person email address telephone number etc and if required modify the conference or chairperson password 3 Click OK From...

Page 197: ...e manually or automatically extended or terminated To manually extend an On Going Conference You can extend a conference s duration after the conference has started 1 Open the Conference Properties dialog box 2 Click the Scheduler tab 3 Modify the conference Ending Time 4 Click OK to apply the settings The Conference Properties dialog box closes The time format is derived from the Operating System...

Page 198: ...he meeting organizer has requested it To manually terminate a conference manually 1 Expand the On Going Conferences list right click the icon of the conference to end and then click Terminate Alternatively use the shortcut key the default key is Del or click the Terminate button on the Conference toolbar A dialog box appears prompting you to confirm the action 2 Click Yes The conference is termina...

Page 199: ...t to reschedule a reservation so the conference will start earlier immediately or later than scheduled To reschedule a conference reservation 1 Expand the current Reservations tree 2 Right click the Reservations icon and then click Properties The Reservation Properties dialog box opens 3 Click the Scheduler tab ...

Page 200: ...s moved to the On Going Conferences list Deleting Recurring Reservations You can delete a single recurring reservation or delete all the scheduled recurrences Deleting a single scheduled recurrence is done using the Reservation right click menu Recurring reservations can be deleted as a group using one of the following methods Using the Recurrent Reservation right click menu Using the Reservations...

Page 201: ...nfirmation box opens b Click Yes to delete all recurring reservations All the recurrences of the selected Recurrent Reservation are removed Using the Reservations right click menu a Right click the Reservations icon click Delete All Reservation Recurrences and then select the Reservation whose occurrences to delete A confirmation box opens b Click Yes to delete all recurring reservations All the s...

Page 202: ...etting them know the actual conference settings and the dial in numbers they will use when connecting to the conference You can use the printed data to keep record of all On Going Conferences and planned activities for the MCU or operators You can print data for a single On Going or Reservation conference or for all the On Going or Reservation conferences To print details of a single conference 1 ...

Page 203: ...ons select the report destination File to print data to a text file Printer to print data to the default or other printer Clipboard to copy data to the clipboard from where it can be pasted in other text handling applications 5 Click OK If File is selected the Save As dialog box opens a Save the conference data to a text file in the desired directory The system assigns the conference name as the d...

Page 204: ...on Name Demo Id 994 Conf Entry Password 1234 Web Chairperson Password 1122 Start Time Jan 13 2003 06 31 12 AM Duration 02 00 00 Audio Alg 56 G711 IVR Service Enabled Yes IVR Service Name Demo Operator Conference No Audio Mix Depth 3 Participants Sara1 Connection Type Dial Out Interface Type ISDN Service Name e1 SubService Name ZERO Participant Phone Number s 9054631645 Num Type Taken from service ...

Page 205: ...ing Conferences list right click the On Going Conferences icon and then click Print All The Print All dialog box opens listing all On Going Conferences or Reservations currently defined or running on the MCU To exclude items from printing clear the check box next to the name 3 Click OK The Print dialog box opens 4 Define the printing options and save the output as described in steps 3 4 and 5 on p...

Page 206: ...r permissions can be modified for individual IVR Services Table 4 4 lists the DTMF driven functions their corresponding default input codes and user permissions Table 4 4 DTMF Operations Performed During Conference DTMF Function and Message DTMF Code Permission Request private assistance To request private assistance press star zero Request assistance for conference To request operator s assistanc...

Page 207: ...on Chairperson Change password To change the chairperson or conference password press star seven seven 77 Chairperson Place conference on hold To place the conference on hold press star one Reinstate on hold conference To reinstate a conference on hold press pound one 1 1 Chairperson Chairperson Mute dial in participants To mute dial in participants press star eight six Cancel Mute dial in partici...

Page 208: ...ncel all questions press star two four 24 Chairperson Dial out to invitee To dial out to invitee press star four 4 Chairperson Admit invitee and continue dial out To admit an invitee and continue dial out press star one Disconnect invitee and continue dial out To disconnect an invitee and continue dial out press star two 1 submenu 2 submenu Chairperson Chairperson Admit invitee and return to confe...

Page 209: ...ence Termination To end the conference press star eight seven 87 Chairperson Start Click View To start the Click View application press star star Everyone Change to Chairperson To change the status of a participant to Chairperson press star seven eight 78 Everyone Increase my Broadcast volume To increase your volume press star nine Decrease my Broadcast volume To decrease your volume press pound n...

Page 210: ...IVR Service DTMF Codes dialog box The same operations are also available from the MGC Manager application For a description of the IVR Message Service setup see Chapter 6 IVR and Entry Queue Services Everyone Start Recording Starts a recording session Stop Recording Stops a recording session Pause Recording Pauses a recording session 73 74 75 Chairperson Chairperson Chairperson Table 4 4 DTMF Oper...

Page 211: ...IT Sensitivity and Unmute Used by the muted participant to return to the conference unmuted while reducing the noise detection sensitivity This option should be used if you do not want the system to identify a faint noise as a noisy line Disable SilenceIT and Unmute Disables the SilenceIT option unmutes the line of the participant who is placed on hold by the SilenceIT mode and returns the partici...

Page 212: ... s Guide Volume II Chapter 1 For a detailed description of H 243 Cascading conferences see the MGC Manager User s Guide Volume II Chapter 5 Modifying Conference and Chairperson Passwords During an On Going Conference the Conference and Chairperson passwords can be modified by the chairperson or a participant depending on the configured permissions using DTMF codes from their endpoints default DTMF...

Page 213: ...or presses 9 to exit the menu Press one to change conference password Press two to change the chairperson password Press nine to exit the menu Chairperson or participant enters 1 Please enter the new conference password Press the pound key to complete Chairperson or participant enters 2 Please enter the new chairperson password Press the pound key when complete Chairperson or participant enters 9 ...

Page 214: ...during an invite session Dialing Out to Invite Participants Invite Session In an Invite session the chairperson in a conference can dial out and invite the called person to participate in the conference This option is identical to the Add New Participant option available to the operator To invite participants to join the conference 1 Press 4 on your touch tone telephone to dial out to an individua...

Page 215: ...cipant depending on the configured permission can indicate to the system when to start the dial out to multiple pre defined participants This option prevents the system from automatically dialing out to pre defined participants in a Meeting Room The chairperson can indicate to the system to connect all predefined dial out participants or to dial to individual dial out participants by indicating th...

Page 216: ...cures or unsecures the conference an appropriate voice message is played In a secure conference operator cannot perform the following actions Join or attend the conference View and control the participants of the conference View and monitor the conference properties Implement Voting Initiate an Invite session Roll Call When the Roll Call option is enabled in the IVR Service assigned to the On Goin...

Page 217: ...corded and therefore not announced when the participant enters or leaves the conference or during the Roll Call Table 4 6 lists the Roll Call actions and the corresponding DTMF codes Table 4 6 Roll Call DTMF Options Operation Default DTMF Code Description Enable Roll Call 32 Enables the Roll Call feature for the conference Disable Roll Call 32 Disabled the Roll Call feature for the conference Howe...

Page 218: ...Chapter 4 Operations Performed During On Going Conferences 4 74 ...

Page 219: ...e conference ends the conference reverts to the passive Meeting Room mode until the next activation It remains in the MCU memory configuration and is displayed in the Meeting Rooms list For a detailed description of Ad Hoc Conferencing see MGC Manager User s Guide Volume II Chapter 3 Ad Hoc Conferencing and External Database Authentication The Meeting Room is activated when the first participant c...

Page 220: ... about 2000 If you need more than this you can use Ad Hoc conferencing which enables you to instantly start and connect to multipoint conferences from your endpoint without prior reservation or scheduling For more details about Ad Hoc conferencing see MGC Manager User s Guide Volume II Chapter 3 Ad Hoc Conferencing and External Database Authentication Entry Queues An Entry Queue is a special routi...

Page 221: ...A conference may be accessed by dial in participants directly or through an Entry Queue If you are defining a conference that is accessed through an Entry Queue you do not need to define the Meet Me Per Conference parameters Participants can be moved from the Entry Queue to a target conference that has the same line rate and media settings In audio conferences the audio algorithm may be different ...

Page 222: ...y set to Meeting Room and the Meet Me Per Conference option is selected and cannot be cleared The Meet Me Per Conf tab is included in the Properties dialog box 3 Define the conference general parameters such as name Numeric ID passwords and duration or use the system defaults for the conference duration and passwords if the MCU is configured to automatically allocate passwords For detailed descrip...

Page 223: ...erence Participants parameters as described in the definition of new On Going Conferences For more information see Chapter 2 Participants on page 2 28 Meeting Rooms usually include undefined dial in participants therefore there is no need to predefine the parameters and capabilities of each endpoint telephone the participants are automatically detected by the MCU Access this tab if you want to def...

Page 224: ...an be assigned to the conference Participants must dial one of these numbers to automatically connect to the appropriate conference If you intend to manually allocate a dial in number to the conference you can check the ISDN T1 CAS Network Service for the dial in numbers that can be allocated to conferences This tab appears only if the Meet Me Per Conf option is selected in the General tab If the ...

Page 225: ...tivated once and then it will be deleted from the system 2 or more means that the conference will be activated twice or more and the conference will remain in sleep mode passive in between recurrences ISDN Service Displays the ISDN Network Service Name and dial in numbers assigned to the Meeting Room Note T1 CAS Network Service name and dial in numbers are also displayed in this section Click the ...

Page 226: ...twork Services such as two different ISDN Services or an ISDN and T1 CAS Service the Meeting Room can be assigned different phone numbers for each of the Network Services used by the participants to connect to the conference In that case use the manual allocation method Manually Assigning Phone Numbers to the Conference 10 To manually assign a phone number to the conference in the ISDN Service pan...

Page 227: ... to the conference This number must be defined in the dial in numbers range defined for the selected ISDN Network Service or the T1 CAS Network Service For more details regarding the dial in numbers range see the MGC Administrator s Guide Chapter 3 Note When connecting ISDN lines via a private PBX to the MCU the PBX may truncate the dialed numbers In that case the dial in numbers defined in the IS...

Page 228: ...ervice Prefix and the Numeric ID of the conference 11 To manually add an H 323 Network Service Prefix to the conference in the H 323 Prefix Service pane click the plus icon The H323 Service dialog box opens a Define the following parameters If required repeat these steps to define additional prefixes Use the same procedures when manually adding and removing T1 CS dial in numbers Table 5 3 H 323 Ne...

Page 229: ... system displays the list of the Meeting Rooms The number of Meeting Rooms and Entry Queues currently defined for this MCU appears in brackets next to the Meeting Rooms icon Active Meeting Rooms are displayed in green Inactive Meeting Rooms are displayed in gray To view the Meeting Rooms list in the Status pane You can also view the list of Meeting Rooms in the Status pane This enables you to easi...

Page 230: ...he system In the Browser pane in the MCU tree click the Meeting Rooms icon The Entry Queues and Meeting Rooms are listed in the Status pane The system displays the dial in number entry and Chairperson passwords conference Numeric ID and the H 323 Network Service prefix of the Meeting Room in the respective columns ...

Page 231: ...nnect to an MCU and expand its tree 2 If you are not using the Entry Queue Service shipped with the software and if you have not already done so define the Entry Queue Service For more details see Chapter 6 Defining a New Entry Queue Message Service on page 6 40 3 Right click the Meeting Rooms icon and then click New Entry Queue ...

Page 232: ...following parameters Table 5 4 Audio Only Entry Queue Properties Field Option Description Name Enter the name of the Entry Queue using up to 80 characters Note An error message is displayed when saving the Entry Queue if the name is used in any other conference Meeting Room or Entry Queue on the same MCU ...

Page 233: ...ueue is saved on the MCU Note If the MCU is configured to support only the automatic assignment of Numeric IDs this field is disabled and the system automatically assigns a Numeric ID after you save the new Entry Queue on the MCU Entry Queue Service Select the Entry Queue Service that will be used to play audio messages and prompts to participants waiting in the Entry Queue Leave this field blank ...

Page 234: ... no Profile is defined in the system The Ad Hoc Entry Queue can also be used for access to standard conference In that case the Target Conference Settings defined in the Entry Queue are used for connecting participants to the Entry Queue Profile Select the profile to be used for the definition of the target conference in Ad Hoc conferencing Note For more details about Profile definition see the MG...

Page 235: ...onference In such a case participants from an encrypted Entry Queue can be moved to the target conference If the target conference is not encrypted and the participant level flag is set to YES encrypted and non encrypted participants can join the target conference In such a case participants from an encrypted Entry Queue and from non encrypted entry queue can join the non encrypted conference If t...

Page 236: ...ch of the Network Services used In that case the manual allocation method is used 5 Click the plus button The Meet Me Service dialog box opens For instructions how to assign phone numbers to the conference see Manually Assigning Phone Numbers to the Conference on page 5 8 To delete an ISDN PSTN T1 CAS Network Service from the Entry Queue a Select the service name or phone number to delete b Click ...

Page 237: ... of Entry Queues in the Status pane Click the Meeting Rooms Entry Queues and SIP Factories icon The Meeting Rooms and Entry Queues are listed in the Status pane This view enables you to easily retrieve the dial in numbers and the Numeric IDs assigned to the Entry Queue This is especially useful when the dial in numbers and Numeric IDs were automatically allocated by the system Dialing in to an Ent...

Page 238: ... Entry Queue voice messages and the conference IVR messages by adding the correct Numeric ID of destination conference and if necessary Conference Entry Password to the initial dial string To be routed directly to the conference add the Numeric ID of the destination conference to the dial string Network Service Prefix EQ Numeric ID Destination Conference Numeric ID For example if the H 323 Network...

Page 239: ...For example if the Network Service Prefix is 100 the Conference Numeric ID of the Entry Queue is 1122 the Conference Numeric ID of the destination conference is 2241 and the Conference Entry Password is 4444 the dial string will be 1001122 2241 4444 ...

Page 240: ...Chapter 5 Meeting Rooms and Entry Queues 5 22 ...

Page 241: ...can call the conference dial in number and use a touch tone telephone or the endpoint s remote control to interact with the conferencing system The Entry Queue Service is a subset of the IVR Service and it can be used in conjunction with IVR for routing dial in participants Entry Queue is a call routing method in which all participants dial the same dial in number and then are routed to the approp...

Page 242: ... range of IVR Services and customize the menu driven scripts and voice prompts to meet different needs or languages The IVR Services are assigned at the conference level and different conferences may use different IVR Services or the same IVR Service may be used for all conferences Entry Queue Access Entry Queue is a call routing method in which all participants dial the same dial in number Partic...

Page 243: ... If not set otherwise the participant is automatically moved from the queue Greeting stage to the conference Conferencing stage If an Entry Queue is used in conjunction with an IVR Service assigned to the conference the caller is automatically transferred from the Entry Queue to the IVR Service If not set otherwise the participant is automatically moved from the IVR Greeting stage to the conferenc...

Page 244: ...Chairperson Mute all participants except the requesting participant Chairperson Cancel the Mute All mode Chairperson Enable or disable the SilenceIT feature Chairperson Adjust SilenceIT sensitivity Chairperson Change the conference password Chairperson Place the conference on hold and reinstate it Chairperson Mute Meet Me participants upon their connection to the conference Chairperson Manage Ques...

Page 245: ...l Call contains the following stages 1 Participants connect to the conference and are requested to record their names 2 Participants record their names The recording is automatically terminated after two seconds 3 The system plays the recorded name to each participant and asks the participant to press a pre configured key for confirmation The participant may alternatively record the name again 4 O...

Page 246: ...terrupting the on going Roll Call When the Roll Call is resumed the name of the participant who left the conference is skipped not played No Other Participants Indication When the chairperson asks for a Roll Call and there are no other participants in the conference at that time only the chairperson s name will be played Enabling Roll Call Roll Call must be enabled or disabled at the conference le...

Page 247: ...ences SilenceIT is not supported when the participant is moved to the Operator Conference Attended status SilenceIT is not supported in Recording Ports and with DTMF Forwarding SilenceIT is not applicable with Cascading conferences Enabling SilenceIT Enabling the SilenceIT option for an IVR Service is described on page 6 16 The SilenceIT option is enabled for conferences by assigning a SilenceIT e...

Page 248: ...rticipants Queue for the Operator s assistance This card is optional in the MGC 50 MGC 100 and is embedded in the MGC 25 Audio File Conversion The MGC Manager is shipped with a set of default audio wav and acc message files in English and Spanish These files can be used with the default IVR and Entry Queue Message Services installed with the MCU software or to create new services Conversion of aud...

Page 249: ...ference or in the same Entry Queue will hear audio messages and prompts in the selected language The IVR Properties enable you to define the languages that will be used in any of the IVR Message Services or Entry Queue Services Several IVR Messages can use the same language but only one language may be selected for an IVR Message Service or an Entry Queue Service The IVR Properties function also e...

Page 250: ...f the language to include in the Supported Languages list 4 Click OK The new language is added to the IVR Properties dialog box To download Audio Message files Optional You can download the Audio Message files during the definition of the IVR Message Service or Entry Queue Service In that case you may skip the following steps 5 In the IVR Properties dialog box click the Add Message File button The...

Page 251: ...IVR Properties 7 In the Message Category list select the category for which the audio file will be downloaded and then select the message type to be played Table 6 2 lists the available Message Categories and Message Types for each category You can download several audio files for each Message Type Each file must be downloaded separately when the appropriate message Language Category and Type are ...

Page 252: ...the conference chairperson Request Chairperson Password When the participant has been identified as the conference chairperson requests the participant to enter the chairperson password Chairperson Password Failure Message When the participant enters an incorrect chairperson password requests the participant to type it again General Operator Assistance Download files that are played during an On G...

Page 253: ... indicating which DTMF code the participant must enter to unmute his her line after returning to the conference muted Unmute and Return to Conference A message indicating which DTMF code the participant must enter to return to the conference unmuted Adjust SilenceIT Sensitivity and Unmute A message indicating which DTMF code the participant must enter to adjust the sensitivity of the SilenceIT alg...

Page 254: ...nload The Select Source File dialog box opens SilenceIT cont Participant Detected as Noisy Informs all participants that the line of a specified participant has been detected as noisy and has been muted Conference Id Download the files requiring the participant chairperson to enter the required Conference ID to connect to the conference Table 6 2 IVR Properties Message Types by Message Category Me...

Page 255: ...e Install File dialog box click Yes to download the file to the MCU memory The system returns to the Add Message File dialog box 12 Repeat steps 9 to 11 for each additional audio message to be downloaded to the MCU Repeat steps 3 to 8 for each additional language to be added to the MCU 13 Once all the audio files are downloaded to the MCU close the Add Message File dialog box and return to the IVR...

Page 256: ...IVR Message Service can be set for each supported language or for different conference behaviors Different messages can be created for weekdays and holidays or special announcements You can define up to 30 IVR Services for a single MCU Defining a New IVR Message Service To define a new IVR Message Service 1 Expand the MCU Configuration tree 2 Right click the IVR Msg Services icon and then click Ne...

Page 257: ...vice 3 Define the following parameters Table 6 3 IVR Service Properties Global Field Option Description IVR Service Name Enter the name of the IVR Message Service Language for IVR Select the language in which the audio messages and prompts will be heard The languages are defined in the IVR Properties dialog box For more details see page 6 9 ...

Page 258: ... are connected to the conference as standard undefined participants Always Any participant s request to join the conference will be validated using the external database application Number of User Input Retries Enter the number of times the participant will be able to respond to each menu prompt before being disconnected from the IVR system or being moved to queue for the operator s assistance The...

Page 259: ...nction with an Entry Queue Service and the conference is set to Entry Queue Access forcing participants to go through both queues when connecting to the conference the participant hears the Welcome message twice once in the Entry Queue and again in the IVR queue To avoid hearing the welcome message twice create an empty welcome message that is two seconds long for the IVR Service When the particip...

Page 260: ...rence Welcome Message Select this option to enable a conference specific message When cleared no message is played when the participant enters the conference If you have enabled the conference specific message select the message the participant will hear when connecting to the conference The list includes all the audio files that were downloaded to the MGC unit s memory for this Message type The f...

Page 261: ...t the appropriate audio files and options Table 6 5 IVR Service Properties Conference Chairperson Field Option Description Chairperson Identifier Request Select the message requesting the participants to enter the key that identifies them as the conference chairperson Request Chairperson Password Select the message that prompts the participant for the chairperson password ChairpersonPassword Failu...

Page 262: ...rperson password must be different from the conference entry password You can change the status of any participant to Chairperson during an On Going Conference by using the appropriate DTMF code and password Billing Code Select this option to enable the chairperson to enter a code for billing purposes Table 6 5 IVR Service Properties Conference Chairperson Continued Field Option Description If no ...

Page 263: ...password options for dial in and dial out participants 11 Select the required system behavior as follows Request password The system requests the participant to enter the conference password and after the correct conference password is provided moves the participant to the conference Request digit identifier The system requests the participant to press a random key and after any key is pressed mov...

Page 264: ... is performed or when the selected event occurs Retry Password Select the message that requests the participant to enter the conference password again when failing to enter the correct password Request Digit Select the message that prompts the participant to press any key Table 6 6 IVR Service Properties Conference Password Field Option Description If no file was downloaded for a Message Type clic...

Page 265: ...epare to ask a question Secure ON Played to the conference when the chairperson secured the conference so it cannot be entered by additional participants or by operator In this mode the operator cannot monitor the participants and can only terminate the conference Note Conferences are secured and unsecured by the chairperson via DTMF commands Secure OFF Played to the conference when the chairperso...

Page 266: ...ference or chairperson password detailing the steps required to complete this operation Change Conf Password This prompt requests the participant to enter a new conference password when the participant is attempting to modify the conference password Change Chairperson Password This prompt requests the participant to enter a new chairperson password when the participant is attempting to modify the ...

Page 267: ...ncing service provider as voice massages and are configured as any other voice message in the system Note If you intend to modify the default DTMF codes the default voice message files for the help menus that are shipped with the system will have to be replaced with new recordings that list the new DTMF codes Chairperson Help Menu 2 The audio file containing additional DTMF codes that can be used ...

Page 268: ...e played after the file that was assigned to the Participant Menu 1 Invite Help Menu The audio file listing DTMF codes available to the participant or the chairperson during the Invite session Voting Help Menu The audio file listing DTMF codes available to the participant or the chairperson who controls the voting session depending on the configuration in the DTMF codes dialog box Maximum Particip...

Page 269: ...r Assistance Indication Message If the Operator Assistance option is enabled select the appropriate audio file to be played to the participant in the following instances The participant requested help The participant failed to enter the correct conference entry password and the Enable Operator assistance on Password Failure option is selected in this dialog box The On Hold for Operator Assistance ...

Page 270: ... the allowed attempts When this check box is cleared the participant will be disconnected from the conference when failing to enter the correct conference password after hearing the disconnection message Table 6 8 IVR Service Properties Operator Assistance Continued Field Option Description If no file was downloaded for a Message Type click Add Message File to download the appropriate audio file t...

Page 271: ...ble 6 9 IVR Service Properties Roll Call Messages Roll Call Message Description Roll Call Record Requests the participant to state the name for recording when the participant connects to the conference Note The recording is automatically terminated after two seconds Roll Call Verify Record Verification message added to the playback of the recorded name The name you have recorded is Roll Call Confi...

Page 272: ...nable this feature Roll Call Start Names Review Played when Roll Call is requested by the chairperson introducing the names of the conference participants in the order they joined the conference Roll Call End Names Review Played at the end of Roll Call to indicate that the listing of participant names is concluded Table 6 9 IVR Service Properties Roll Call Messages Continued Roll Call Message Desc...

Page 273: ...that indicates which DTMF code participants should enter to return to the conference unmuted The default voice message is Press 1 to unmute and return to the conference Note This message is mandatory Return to the Conference Muted Optional Select this check box to enable the option to return to the conference muted Then select the message indicating the DTMF code to use The default voice message i...

Page 274: ...erence Disable SilenceIT and Unmute Select this check box to enable the option to disable the SilenceIT algorithm and return tot he conference unmuted Then select the message indicating the DTMF code to use The default voice message is Press 4 to disable noise detection and return to the conference Participant s Line Detected as Noisy Select this check box to enable the system to inform all partic...

Page 275: ... 6 51 27 Optional In the Name field click the function whose code you wish to modify The appropriate DTMF code appears in the box below the list 28 In the DTMF Code left field enter the new code In the Permission right field select whether this function may be used by all conference participants or only the chairperson 29 Click Finish to complete the IVR Service definition The new IVR Message Serv...

Page 276: ...the IVR Message Services 1 Expand the MCU tree and then expand the MCU Configuration tree to view its options 2 Expand the IVR Msg Services tree to list the IVR Message Services The list of currently defined IVR Message Services and Entry Queue Services is displayed To view or modify the properties of a specific IVR Message Service double click the icon of the service in the list ...

Page 277: ...s default IVR Service will be used in conferences where the IVR Service function is enabled but no specific IVR Service was selected To select the default IVR Service 1 List the IVR Services defined in the system For details see Listing IVR Message Services on page 6 36 2 Right click the icon of the IVR Message Service to set as default and then click Set As Default The selected IVR Message Servic...

Page 278: ...the system For details see Listing IVR Message Services on page 6 36 2 Right click the icon of the IVR Message Service to modify and then click Properties Alternatively double click the icon The IVR Message Service properties dialog box opens The tabs and options of this dialog box are described in Defining a New IVR Message Service on page 6 16 3 Modify the required parameters or download the req...

Page 279: ...e or Reservation To assign an IVR Service to an Audio Only conference When defining a new Audio Only conference in the Setting tab 1 In the General Settings pane click the Enable IVR Service check box 2 From the Message Service Name list select the name of the IVR Service or leave this field blank if you wish to use a default IVR Service The selected IVR Service all its properties including Roll C...

Page 280: ...es It includes a set of voice prompts that are used to guide the caller to the appropriate conference You can create different Entry Queue Services for different languages and personalized voice messages To set the new Entry Queue Message Service 1 Expand the MCU tree and then expand the MCU Configuration tree 2 Right click the IVR Services icon and then click New Entry Queue Service ...

Page 281: ...Messages and prompts will be heard The Languages are defined in the IVR Properties dialog box External Server Select Conference NID to verify the conference Numeric ID with an external database application Select None to disable the external database validation process Number of User Input Retries Enter the number of times the user is able to respond to each menu prompt before the participant is d...

Page 282: ...ter the key that will be used to indicate a DTMF command sent by the participant or the conference chairperson Possible keys are the pound key or star Table 6 11 Entry Queue Service Global Parameters Continued Option Description If the Entry Queue Service is used in conjunction with an IVR Service and the conference is set to Entry Queue Access forcing participants to go through both queues when c...

Page 283: ...ervice click the button to download the audio file now On Hold for Operator Assistance When you select this option participants are automatically placed the on hold when connecting and wait for the operator to move them to the destination conference While on hold participants hear background music if this feature is enabled Note Selecting this option results in the Attended status where the operat...

Page 284: ...ervice or if you want to add new audio files click Add Message File to download the appropriate audio file to the MGC unit s memory Adding messages to the Entry Queue Service is similar to adding messages to the IVR Service For more information about adding new messages to the Entry Queue Service see page 6 9 Defining IVR Software Module Properties steps 5 8 Table 6 13 Entry Queue Properties Confe...

Page 285: ... requests the participant to re enter the conference Numeric ID or password when failing to enter the correct conference Numeric ID or password Table 6 13 Entry Queue Properties Conference ID Continued Field Option Description If the files were not downloaded prior to the definition of the Entry Queue Service or if you want to add new audio files click Add Message File to download the appropriate ...

Page 286: ...ry Queue Service is added to the IVR Message Services list Table 6 14 IVR Properties Operator Assistance Messages Field Option Description Operator Assistance Indication Message Select the audio file to be played to the participant when The participant requested help The participant entered an incorrect conference password The On Hold for Operator Assistance option is selected in the IVR Welcome M...

Page 287: ...ing the definition of a new Entry Queue in the Entry Queue Properties dialog box To assign the Entry Queue Service to an Audio only conference In the Entry Queue Properties dialog box in the Entry Queue Message Service list select the required Entry Queue Service or leave this box empty to use the default Entry Queue if one is defined You can set either an IVR Service or an Entry Queue Service as ...

Page 288: ...r password depending on the MCU configuration In the second stage the participant is prompted for the conference password and the chairperson password The participant can also be prompted for additional information To minimize the number of voice prompts to which the caller has to respond before connecting to the conference it is recommended to exclude from the IVR Service prompts that are part of...

Page 289: ... listed in Table 6 15 You can check the number of audio files that are currently stored on the Audio card and the status of the downloading process if you check the status during the download process To view the status of the audio messages 1 Expand the MCU tree and then expand the MCU Configuration tree 2 Right click the IVR Services icon and then click Messages Status The IVR Messages Status dia...

Page 290: ...y pane shows The maximum number of audio messages for each category that can be stored on the Audio card as configured in the system cfg file The number of audio files in each duration category that are currently stored on the Audio card 3 Click Close to exit the dialog box Currently stored files Maximum number of audio messages for each category ...

Page 291: ...one To print the list of DTMF codes 1 Expand the IVR Message Services tree 2 Right click the icon of the IVR Message Service whose DTMF codes to print and then click Print IVR Data The Print dialog box opens 3 In the Name Of Operator field enter the name of the operator who initiated the report optional 4 From the Report To options select the destination to which the codes data is to be sent File ...

Page 292: ...irectory and then click Save In the sample text file of DTMF codes the first column lists the function to be performed the DTMF name the second column lists the DTMF string to be used and the third column lists the required permission For a full list of IVR messages and their DTMF codes see MGC Manager User s Guide Vol I Chapter 6 Using DTMF Codes during a Conference ...

Page 293: ...TRY ACA Disconnection Msg You are now being disconnected from the conference Goodbye GOODBYE ACA Operator Assistance Please wait The conference operator will assist you momentarily OPERHELP ACA NID Conference ID Request Please enter your conference ID Press the pound key when complete CNFIDRQS ACA NID Conference ID failure indication Invalid conference ID Please try again CNFIDFL ACA Leader Chairp...

Page 294: ...neral Wait for chairperson Please wait for the chairperson to join or start the conference LDRWAIT ACA General First to join You are the first person to join the conference FIRST ACA General Indication of a Mute all but me operation All conference participants are now muted ALLMUTE ACA General Indication of a Un Mute all but me operation All conference participants are now unmuted ALLUNMTE ACA Gen...

Page 295: ... re enter the new password Press the pound key when complete NEWCNFRM ACA General New password invalid The new password is invalid NEWINVLD ACA General Successful password change confirmation The password has been successfully changed NEWOK ACA General Conference locked The conference is now locked LOCKED ACA General Conference unlocked The conference is now unlocked UNLOCKED ACA General Destinati...

Page 296: ...you will be prompted to ask your question QAADD ACA General Remove me from Q A queue confirmation You have been removed from the Question and Answer queue QAREM ACA General Next participant in Q A queue announcement Grant permission to ask It is now your turn to speak please ask your question QAASK ACA General Recording indication The conference is being recorded RCRDCONF ACA General Recording fai...

Page 297: ...erence press 0 0 To mute your line press star 6 To unmute your line press pound 6 LDRHP1A ACA General Chairper son Help menu2 continuation To lock the conference to dial in participants press star 7 To unlock the conference press pound 7 To increase your volume press star 9 To decrease your volume press pound 9 To mute all participants except yourself press star 5 LDRHP2 ACA Table 6 16 Default IVR...

Page 298: ... any key To request private assistance press star 0 To mute your line press star 6 To unmute your line press pound 6 To increase your volume press star 9 To decrease your volume press pound 9 To ask a question press star 2 2 To cancel your question press pound 2 2 PRTCHP ACA Table 6 16 Default IVR Messages Continued Message Type Message Text File Name ...

Page 299: ...icipant press star 2 To admit an invitee to the conference and return to the conference press star 3 To disconnect the invitee and return to the conference press star 4 INVITHP ACA General Voting Help menu The available touch tone keypad actions are as follows To exit this menu press any key To vote press star r 8 1 To end the voting session and get the results press pound 8 1 To start a new votin...

Page 300: ...ll Call Participant s exit prompt has left the conference LEFT ACA Roll Call Introduction to the participant s list prompt The conference participants are ROLLCALL ACA Roll Call End of Roll Call list This is the end of the participants list LISTEND ACA SilenceIT Adjust SilenceIT sensitivity and unmute To reduce the noise detection level and return to the conference press 3 SLNRDRT ACA SilenceIT Di...

Page 301: ...d return to the conference To unmute and return to the conference press 1 SLNUNMTR ACA SilenceIT Unmute reminder To unmute your line at any time press pound 6 SLNUNMUT ACA SilenceIT Participant detected as noisy indication to the conference line is muted due to a noisy line PARTDET ACA Table 6 16 Default IVR Messages Continued Message Type Message Text File Name ...

Page 302: ...Chapter 6 IVR and Entry Queue Services 6 62 ...

Page 303: ...em to the appropriate conference or by helping them join the conference if they have failed to enter the required information password When dial in participants connect to an Entry Queue or IVR enabled conference they initially hear a welcome message If the Entry Queue or IVR enabled conference is set to attended mode the Entry Queue Service or the IVR Service is configured to Wait for Operator As...

Page 304: ...ipant s Queue where they hear background music view the same Welcome video slide and wait for the operator s assistance Participants are also placed on hold and moved to the Participant s Queue when they enter the wrong conference Numeric ID while in the Entry Queue or the wrong password This option must be enabled in the Entry Queue or the IVR Service and an Operator conference must be running on...

Page 305: ...clearing the On hold for Operator Assistance option in the Entry Queues Service assigned to the entry queue If the conference is accessed from the Entry Queue the connection to the conference is set to attended mode To run attended conferences the following entries must be set Table 7 1 Attended Conference Entities Entity Description An ongoing Operator conference An Operator conference is a side ...

Page 306: ...ically moved to the Participants Queue EQ service set for Wait for operator assistance The Entry Queue Service assigned to the attended Entry Queue must be set to On Hold for Operator Assistance option in the Welcome Message dialog box In this mode when the participants connect to the Entry Queue they are automatically moved to the Participants Queue where they wait for the operator to connect the...

Page 307: ...r define an operator reservation The Operator conference name is derived from the operator name currently connected to the MCU from the same workstation To define an On Going Operator conference 1 Right click the On Going Conferences icon and then click New Operator Conference The Conference Properties General dialog box opens ...

Page 308: ... No password is required 2 You can modify the conference duration 3 In the Media box select Audio to create an Audio Only Operator conference 4 Click the Settings tab The Conference Properties Settings dialog box opens Only one Operator Conference can be run for each login operator at any time In an Operator conference all fields not relevant to the Operator conference such as IVR Service are disa...

Page 309: ...In an Operator Conference one participant must be defined the operator The operator adds the second participant interactively during an On Going Conference 6 Define the operator as a new participant or if the operator is already defined in a Participant Template file or in the Participant database add the operator to the conference ...

Page 310: ... Audio Only Operator conference The Operator icon is used to identify the operator participating in an Operator conference To save this conference for future use copy the conference to a Group in the Reservations database by selecting the Copy Conf option from the right click pop up menu For more details see the MGC Manager User s Guide Volume II Chapter 8 Templates Handling ...

Page 311: ...ed Mode you define an Entry Queue Service in which the On hold for Operator Assistance option is selected in the Welcome dialog box For a detailed description of the Entry Queue Service definition see Chapter 6 Defining a New Entry Queue Message Service This Entry Queue Service must be assigned to the Entry Queue which will be used for attended dial in connections to conferences If a conference is...

Page 312: ...he connection to the conference is set in the IVR Service assigned to the conference by selecting On hold for Operators Assistance in the IVR Welcome Message dialog box This IVR Service is then assigned to the conference to which dial in participants connect and are assisted by the operator ...

Page 313: ...pane or in a separate window This enables you to list the On Going Conferences in the Status pane while assisting the participants waiting in the Participants Queue The main working tool is the Attended Participant dialog box that opens when a participant is being attended by the operator This dialog box enables the operator to enter the participant name general information indicate the participan...

Page 314: ...d in the Participants Queue window When starting the MGC Manager for the first time in a new installation or after upgrading to a higher version the Participants Queue window is automatically displayed empty To bring the window on top select the Participants Queue window in the window menu Table 7 2 Participants Window Columns Column Description Name The participant s name and an icon indicating t...

Page 315: ...ue or the Operator conference For example when the participant has requested assistance Operator The login name of the operator who is assisting the participant This information is useful when there are several operators logged into the same MCU from different computers Called Number The number the participant has dialed Usually identifies the dial in number assigned to the Entry Queue or Meeting ...

Page 316: ...oolbar Buttons Button Function Description Attend Participant Moves the participant to the Operator conference for operator s assistance Place Participant on Hold Places the attended participant on Hold The participant hears an IVR message while on hold Move to Home Conference Moves the participant to the Home destination conference Table 7 4 Participant Queue Filter Toolbar Buttons Button Functio...

Page 317: ...ly create a filter to be used immediately and locally without being able to save the filter for future use or add it to the list of filters Two types of filters may be defined Personal Filters and Public Filters Personal Filters are created by operators for their personal use Public Filters can only be defined by a database user with permission to create Public filters and who has logged into the ...

Page 318: ...tton The Participants Queue Filter dialog box opens 4 Enter the Filter name to save it in the database for future use Define the filtering options You can select from the listed statuses of participants to be monitored or the participants who dialed the indicated dial in numbers ...

Page 319: ...orrect conference numeric ID Conference or Chairperson password or because they need to be connected to the conference as the Entry Queue Service or IVR Service is set to attended mode On Hold Select this check box to display participants who have been placed on hold Welcome no wait Select this check box to display participants who are in Welcome no wait status for Greet and Guide conferences Welc...

Page 320: ...or filtering To use one number enter the same dial in number in the First and Last Phone Number boxes 4 Click OK The dial in numbers range appears in the Participants Queue Filter dialog box Repeat steps 1 4 to define additional dial in number ranges to be filtered To remove a range of dial in numbers select the range to remove and click the minus icon When no dial in number ranges are defined in ...

Page 321: ...ck box is selected by default Select this check box to save the filter for future use and add it to the list of filters that you can use When viewing the list of Filters in the Filter list in the MGC Manager Toolbar the Filters are labeled Personal Filter Name Note This option appears only when creating the filter in the database Add to Public Favorites This check box appears only if you have the ...

Page 322: ...he database 1 In the Filters list select the filter to modify and then click the Participants Queue Filter button The Participants Queue Filter dialog box opens 2 Select or deselect any of the filter criteria as needed 3 Click the OK button To delete a filter You can delete a personal filter or a public filter if you have the appropriate permission and you are logged into the database 1 In the Fil...

Page 323: ...e Once the information is entered and the target conference is identified the participant is moved to that conference and the operator moves the next participant in line to the Operator conference To move a participant to the Operator conference In the Participants Queue list in the Browser pane or in the Participants Queue window double click the icon of the participant you want to move to the Op...

Page 324: ... on hold If the Auto Attend Next Participant check box is selected the next participant waiting in the Participants Queue is automatically moved to the Operator conference when the current attended participant is moved out of the Operator conference either to the destination conference placed on hold or disconnected The following parameters and functions are displayed in the Attended Participants ...

Page 325: ...sary adjust the level of sound transmitted by this participant heard by the operator and later by other participants To adjust the volume move the slider The volume scale is from 1 to 10 where 1 is the weakest and 10 the strongest volume The volume of each endpoint s audio at connection time is set to 5 One movement of the volume slider increases or decreases the volume by one unit equivalent to 3...

Page 326: ...ng Volume If necessary adjust the level of sound heard by the operator Join This option enables the operator to join the conference for a short announcement To join a conference select the conference in the Conferences list and then click this button End Join Click this button to end the Join operation Mute Unmute Audio Click this button to mute the operator s audio Conferences Search Value Enter ...

Page 327: ...t of On Going Conferences Meeting Rooms and Reservations scheduled to start in the next 12 hours on the connected MCU Conferences List This table displays the search result according to the Search Value and Search In criteria To move the participant to the destination conference select the conference from the list and then click the Move button or use the displayed shortcut key Note if the partici...

Page 328: ...list Meeting Rooms 2 In the Conferences list select the Meeting Room to activate and then click the Start Meeting Room button Actions Auto Attend Next Participant Select this check box to automatically attend to the next participant in line When the current attended participant is moved to his her destination or Home conference the system automatically moves the next participant in line to the Ope...

Page 329: ...ts identified as VIP are listed first and the VIP list is sorted by time The remaining Standard participants are sorted according to the amount of time they have been waiting in the queue Requested Help Time Participants that have requested the operator s assistance are listed first and the list is sorted by time The remaining Standard participants are sorted according to the amount of time they h...

Page 330: ...nference In this case the name of the Home conference is automatically displayed and selected in the conferences list Hold F4 Click this button to place the participant on hold When placed on hold the participant hears background music and an icon indicating that the participant is on hold is displayed in the Status column of the Monitor and Status panes In addition the participant icon in the Par...

Page 331: ...ternatively press the selected shortcut key combination as it appears on the Move button the default shortcut key is F5 or see Chapter 4 Initially the command buttons are displayed with the default shortcut keys If you modify the shortcut key configuration the command button shortcut key display is updated accordingly You cannot close the Attended Participant dialog box when a participant is being...

Page 332: ...ded participant to his her Home destination conference and he she is the last participant in the Participants Queue the following message appears If the Participants Queue includes only On Hold participants the following message is displayed Click Yes to attend a participant that was placed on hold Click No to leave the participant on hold in the Participants Queue To move a participant to the Hom...

Page 333: ...Home Conf button the default shortcut key is F3 or see Moving a Participant to the Home Conference on page 7 37 for additional options When you move the presently attended participant to his her Home conference and he she is the last participant in the Participants Queue the following message appears If the Participants Queue includes only On Hold participants the following message is displayed ...

Page 334: ... Participant window click the Hold button Alternatively press the selected shortcut key combination as it appears on the Hold button the default shortcut key is F4 When you place a participant on hold who is the last participant in the Participants Queue the following message appears Click Yes to attend a participant that was placed on hold Click No to leave the participant on hold in the Particip...

Page 335: ... window select the conference you want to join and then click the Join button in the Operator box The operator joins the selected conference Attended participants remain in the operator conference until the operator returns to the operator conference and moves them or places them on hold To end the Join state of the operator In the Operator box of the Attended Participant window click the End Join...

Page 336: ...an also be performed when selecting participants in the Browser Status and Monitor panes using the following methods Using the participant right click menu Using the Attended Participant toolbar Using Shortcut keys Using drag and drop Selecting the Participants to Manage The participants can be selected from the following places Browser Status and Monitor pane On Going Conference list ...

Page 337: ...MGC Manager User s Guide VoicePlus Edition 7 35 Browser and Status pane Participants Queue list Participants Queue window ...

Page 338: ...e On Going Conference 2 Right click the icon of the participant to be moved to the Operator conference and then click Attend The participant is moved to the Operator conference while his her icon remains in the conference list and in the Participants Queue list An exclamation point appears next to the Participant icon in the Name column of all panes and in the conference tree In addition the Atten...

Page 339: ...Participant window opens For more details see The Attended Participants Dialog Box on page 7 21 The participant is moved to the Operator conference while his her icon remains in the conference list and in the Participants Queue list An Exclamation point appears next to the Participant icon in the Name column of all panes and in the conference tree In addition the Attended icon is displayed in the ...

Page 340: ...ng the To Home Conference option in the right click menu Right click the icon of the attended participant and then click To Home Conf The participant connects to the Home conference and is removed from the Participants Queue and or the Operator conference The Attended or Hold icon in the Status column of the Monitor and Status panes disappears ...

Page 341: ...ce using one of the following options a Using the Move option in the right click menu Right click the icon of the participant to be moved to the Home conference and then click Move A list of conferences appears Click the name of the Home Conference to which to move the participant b Using the To Home Conference option in the right click menu Right click the icon of the participant to be moved to t...

Page 342: ... assisted by the operator and is then placed on hold until all the participants pertaining to the same conference are assisted and placed on hold Once all the participants are on hold they can all be connected at the same time in one operation to the conference In addition a participant in an On Going Conference can be placed on hold when he she is to be excluded from the conference for a short pe...

Page 343: ...t in the Monitor and Status panes and in the Participants Queue To place a participant on hold in the Participants Queue tree or the Participants Queue window 1 Display the list of participants in the Participants Queue in the Browser or Status pane or in the Participants Queue window 2 Right click the icon of the participant to be placed on hold and then click Hold The Participant icon changes to...

Page 344: ... Participants Queue toolbar 1 Select the participant s icon 2 Click the relevant button in the Participants Queue toolbar as follows For further details on the individual operations refer to the explanations in the section Performing Operations using the Right Click Menu on page 7 36 Standard MS Windows multiple selection techniques can be used in the following procedure Table 7 7 Participants Que...

Page 345: ...cut keys 1 Select the icon of the participant to be operated on 2 Use the appropriate shortcut key as follows For further details on the individual operations refer to the explanations in the section Performing Operations using the Right Click Menu on page 7 36 Standard MS Windows multiple selection techniques can be used in the following procedure Table 7 8 Shortcut Keys Default Shortcut Key Oper...

Page 346: ... participant to the Home conference 1 Expand the On Going Conferences list in the Browser pane to display the Home Conference icon 2 Drag the icon of the participant to the Browser pane and drop it on the Home Conference icon Moving Multiple Participants to the Home Conference When several participants are placed on hold they can all be selected using standard Windows multi selection options and t...

Page 347: ...d participants and then click Move A list of conferences appears Click the name of the conference to which to move the participants c Using the Participants Queue toolbar Click the icon of one of the highlighted participants Click the To Home Conf button on the Participants Queue toolbar d Dragging and Dropping the Participant icon Expand the On Going Conferences list in the Browser pane to displa...

Page 348: ...Chapter 7 Attended Conferencing 7 46 ...

Page 349: ...e recordings database The MGC Manager application is used to configure and monitor the ReadiRecorder to manage recording and playback services configure recording options for conferences and manage the recording process You can also enable the conference recordings using the Polycom WebCommander application and manage the ReadiRecorder recordings through the ReadiRecorder Web site In the WebComman...

Page 350: ...mber which was defined in the ReadiRecorder s Recording Service To access the stored recordings of conferences the end user dials the number which was defined in the ReadiRecorder s Playback Service Recording and Playback Services are configured on the ReadiRecorder in the MGC Manager application An additional component required for the Recording and Playback Services is the IVR Message Service IV...

Page 351: ...ly recordings can also be backed up to an external disk Backup as well as deletion policies can be defined for the system Users can then identify and select the stored recordings for playback or download according to the known session ID or according to the name of the user who initiated the recording and is its owner Monitoring and Management Monitoring and management of the recording process is ...

Page 352: ...ation you must perform the following tasks to set up the ReadiRecorder side 1 Install the unit power it up and perform the required IP configuration 2 Start the MGC Manager application and connect to the conferencing MCUs 3 Add the ReadiRecorder to the MCU network using its configured IP and connect it to the MCU network 4 Optional Obtain an SSL certificate for the ReadiRecorder 5 Configure the re...

Page 353: ...cation SSL certificate Optional secures the connection between the ReadiRecorder and the MGC Manager and the Web site Network Services PSTN ISDN or IP define the parameters of the networks connected to the ReadiRecorder IVR Message Services sets of voice prompts or messages that allow support of multiple languages and user specific voice prompts The message service is activated when recording is i...

Page 354: ...e IP Address Add the ReadiRecorderto the MCUs Network Configure Recording System Settings Configure Network Services Install the MGC Manager Start the MGC Manager Installing the MGC Manager application is mandatory in the workflow only in cases when you are installing the application for the first time updating the software version For detailed information about installing MGC Manager connecting t...

Page 355: ... recording DTMF codes and messages must be set in the IVR Service to enable recording by the conference chairperson and to play the voice messages indicating the recording status For details see Defining Recording Functions in IVR Service on page 8 11 Configure the relevant system cfg flags For more information about configuring the system cfg files see Modifying System cfg on page 8 22 Defining a...

Page 356: ...ssigned to the Recording Service for ISDN Recording Links see the ReadiRecorder Getting Started Guide Defining a New Recording Playback Service page 3 38 To define a new recording link 1 Expand the MCU Configuration Right click the Recording Links icon and then click New Recording Link The Recording Link dialog box opens 2 Configure the following parameters ...

Page 357: ... in the ReadiRecorder Web site Enter digits in this case all the recordings using this link will be assigned this number or enter one of the following codes n The recording will be assigned the recorded conference Numeric ID c The recording will be assigned the chairperson password of the recorded conference e The recording will be assigned the password of the recorded conference b The recording w...

Page 358: ... Transport ID Party Number It is recommended to use H323 ID or E164 as the alias type Service Name Enter the name of the Network Service to be used by the conferencing MCU when dialing to the ReadiRecorder If left blank the default Network Service according to the selected network connection will be used Table 8 1 Recording Link Properties Continued Field Option Description Default link You can mo...

Page 359: ...ReadiRecorder are described To define recording functions for an IVR Service 1 When defining a new IVR Service in the IVR Service Properties wizard open the General dialog box and scroll down the list of messages to the recording messages 2 Select the Recording In Progress message and from the list select the appropriate message file rcrdconf aca 3 Select the Recording Failed message and from the ...

Page 360: ... boxes below the table 6 Click Finish The IVR Service you defined is listed in the MCU Configuration under the IVR Msg Services icon You can now apply the service to the conferences you want to record Default service You can modify the parameters of a service but not its name To modify a a message service right click its icon or name and click Properties If you defined several services you can sel...

Page 361: ...pe box select IVR 2 In the Message Service Name list select a recording enabled IVR Service 3 Leave the Encryption option disabled clear check box at the conference level 4 Click the Recording tab The Conference Properties Recording dialog box opens Recording cannot be done on an encrypted connection Therefore to record encrypted conferences encryption must be set at the participant level and all ...

Page 362: ... Link c In the Start Recording list specify when to start recording Immediately when the first participant connects to the conference automatic Upon Request when the operator or chairperson initiates recording manual If you select the manual option the operator will initiate recording in the MGC Manager or in the WebCommander application using the Start Recording button on the toolbar while the co...

Page 363: ...nts tab The Conference Properties Participants dialog box opens 2 Click the New button to define a new participant The Participants Properties Identification dialog box opens In the Participant Properties Identification dialog box these settings are required for a recording link ISDN For a participant with ISDN PSTN or T1 CAS connection the definition will include the dial in Participant Number to...

Page 364: ...Conference Properties Participants dialog box select the recording port link participant in the Pre defined Participants list and click the button to move the participant to the Conference Participants list The participant is now included in the conference 6 Complete the conference definition and click OK The appropriate icon is displayed in the list of conference participant When the recording po...

Page 365: ...F enabled phone Conferences can be recorded by an operator using the Blast Dial out feature in MGC Manager or by a chairperson from a DTMF enabled phone To record a conference a chairperson must have access to a DTMF enabled phone and to use the appropriate DTMF code the default code to start recording is 25 The chairperson can start stop and record sections of the conference as needed and in addi...

Page 366: ...e a new ISDN Participant 2 In the Name field enter a string in the following format Optional digit field 0 9 Free text Rec Extension EXT p Account Prefix 2234 p Account ID 9876543 p Pound keys For example 9Rec EXT p2234p9876543p Each section of the string is explained below 0 9 Optional digit field Any digit between 0 and 9 That identifies the participant This digit is used as part of the DTMF cod...

Page 367: ... the dial up string Account prefix Account prefix consisting of a series of digits that are provided by Prairie Conference account ID unique account ID for each conference The conference account ID can consist of one of these options a series of numbers n indicating the Numeric conference ID l indicating the conference Chairperson password b indicating the conference billing code Pound keys a suff...

Page 368: ...dialog box opens 8 In the Recording field select Dial up 9 Click OK to complete the participant definition The participant Recording Port is added to the list of participants for the conference with an icon indicating that it is a recording port Recording and Playback To record a conference When the conference starts activate the recording function by pressing the DTMF code representing blast dial...

Page 369: ...results in a new recording ID issued by Prairie It is not possible to play back several recordings of a conference at the same time To initiate a playback of a Prairie recording 1 The conference chairperson accesses the Prairie Systems website and enters the conference account number and the conference access password chairperson password depending on the current configuration of access requiremen...

Page 370: ...quired To modify the ReadiRecorder system cfg To access the system cfg window right click the ReadiRecorder icon click Recording System Utils and from the submenu select Edit system cfg The SysConfig system cfg dialog box opens Modifying the system cfg requires that system reset is performed Do not reset the system unless absolutely necessary ...

Page 371: ...tus report The default is the maximum number of IVR messages that can be downloaded for a given group in this case 64 messages of 32 second duration CDR CDR YES YES Enables viewing the CDRs list for the ReadiRecorder When disabled the CDRs do not include records that were written to the ReadiRecorder disk External DB ENABLE_EXTERNAL_DB_ACCESS NO YES Allows the definition of an external database fo...

Page 372: ...hoosing a secured or an unsecured port for the recorder YES Required if the recorder is to use only the secured port and Secured mode SECURED_PORT_MANDATORY_FOR_FILE NO YES Required for securing the recorder s Web site Recording RECORDING_SYSTEM YES YES Activates the recording functions Required for recording enabled conferences RECORDING_SKIP_TIME 180 May be user defined Measured in seconds RECOR...

Page 373: ..._MUSIC NO YES If recording is configured to start Immediately that is when the first party joins the conference this party will not hear the IVR message The recording has started Enabling this flag allows the first party in an audio only conference to hear music while waiting for the next parties to join General ENABLE_DTMF_VIA_GW YES YES Required in a special playback service configuration which ...

Page 374: ...Chapter 8 Recording 8 26 ...

Page 375: ...The time interval between characters may be of varying lengths ATM Asynchronous Transfer Mode High speed up to 155 Mbps high bandwidth network that integrates voice video and data ATM provides connectivity to LANs WANs private networks and sub networks ATM supports applications requiring high transmission speeds large transmission capacities and bandwidth on demand Audio Bridge Used to mix multipl...

Page 376: ... of transmitting 64 Kbps of digitized information Bonding Bandwidth ON Demand INterpolarity Group A transmission protocol that aggregates two 64 Kbps B channels to function as one 128 Kbps channel When using several BRI channels Bonding means that only one D channel serves all BRI channels while the remaining D channels are used for data transfer See also BRI Bps Kbps Bits and kilobytes per second...

Page 377: ...ference Connection between two or more endpoints exchanging video and audio information If only two endpoints are involved a conference is called point to point and no MCU is required If more than two endpoints are involved it is called a multipoint conference and an MCU Multipoint Control Unit is required as the management system See also MCU CSU Channel Service Unit Customer provided equipment t...

Page 378: ...enance functions H 231 ITU T standard that defines a set of MCU functions and operational requirements H 242 ITU T standard that defines initiation of communications between systems and capabilities negotiation procedures H 243 ITU T standard that defines initiation of communications between systems and capabilities negotiation procedures in multipoint conferences H 261 ITU T standard that defines...

Page 379: ...ce video and data that comprise a telephone network There are two types of ISDN lines BRI and PRI ITU T Standard International Telecommunications Union Telecommunication Standardization Sector formerly CCITT The international organization that produces official standards for telecommunications LAN Local Area Network A group of computers and other devices linked via a network s operating system LDA...

Page 380: ...signed for high volume data communication Consists of 23 B channels of 64 Kbps each and one D channel of 64 Kbps In Europe the PRI line provides 30 B channels one D channel QCIF Quarter CIF A video format with image size of 176x144 pixels that transmits 9 115 Mbps at 30 frames per second a quarter of the capacity of CIF See also CIF RS 232 A standard for serial interface connection SIP Session Ini...

Page 381: ...pulate data as if they were in the same room T1 CAS T1 Line An 1 5 Mb digital switched line used in the United States WAN Wide Area Network A communications network that services a geographical area larger than the LAN Whiteboard An on screen shared notebook for placement of shared documents Abbreviation Term Explanation ...

Page 382: ...Appendix A Glossary A 8 ...

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