Instruction/ maintenance manual of the product DOC2066F Polycom
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MGC Manager User ’ s Guide V oicePlus Edition, V ersion 7.5.
Copyright © 2006 Polyco m, Inc. All Rights Reserved Catalog No. DOC2066F V ersion 7.5 Proprietary and Confidential The information contained herein is the sole intellectual property of Polycom, Inc. No distributio n, repr oduction or un authoriz ed use of these materials is permitted without the expressed written consent of Polycom, In c.
Canadian Department of Communications (EC) Declaration of Conformity Polycom Inc., declares that the Polycom V oicePlus with NET -2/4/8 card is in co nformity with th e following relevant harmonized s.
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MGC Manager User ’s Guide - V olume I i T able of Content s VoicePlus Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 About the MGC Manager User’s Guide VoicePlus E dition ................ 1-2 VoicePlus Main Featur es .
T able o f Content s ii Conference Access for Dial-out Pa rticipants ............. ................ 2-13 Defining New On Going Audio Conferences ................... ................ 2-14 General Properties ..................... .................... ..
MGC Manager User ’s Guide - V olume I iii Participants Queue .................... .................... ................... ........... 3-23 Conference Level Monitoring .................. .................... ................... ... 3-24 Participant Level Monitoring .
T able o f Content s iv Removing Participants from the Q&A Queue .................... 4-41 Clearing Q&A Queues .................... .... .... .... .... .................... 4-41 Managing Voting Sessions .................... ...................
MGC Manager User ’s Guide - V olume I v Dialing in to an En try Queue ............................ .......................... 5-19 IVR and Entry Queue Services . . . . . . . . . . . . . . . . . . . . . . . 6-1 Conference Access .....................
T able o f Content s vi.
1-1 1 V oicePlus Overview V oicePlus is the conferen cing syste m of the Polycom MCU that enables Audio Only co nferen ci ng. The V oic ePlu s system includes special features such as the Interactive .
Chapter 1 - V oicePlus Overview 1-2 About the MGC Manager User ’ s Guide V oicePlus Edition The V oicePlus Ed ition includes information required to set up and monitor On Going Audio Only Conferences, Audi o Only reservations, defin e Audio Only participants and configure the IVR modules.
MGC Manager User ’s Guide - V oicePlus Edition 1-3 V oicePlus Main Features The Polycom V oicePlus conferencing syst em of fers a comprehensive range of capabilities fo r audio con ferencing: Schedu.
Chapter 1 - V oicePlus Overview 1-4 • Single telephone number can be associated with all conferences • Reservation of resources at the conference setup stage • User defined fields for additio na.
MGC Manager User ’s Guide - V oicePlus Edition 1-5 • Mute and u nmu te partici pants • Control indivi dual broadcas ting and liste ning audio vol ume • Manually and automatically e x tend the .
Chapter 1 - V oicePlus Overview 1-6 • Minimum 64 MB RAM (recommended 12 8 M B) • W indows 9 8 ® , W ind ows ME ® , W indows NT ® , W indows 2 000 ® or W indows XP ® operating system • Modem.
MGC Manager User ’s Guide - V oicePlus Edition 1-7 T able 1-1: V o icePlus Commands Sh ortcu t Keys Command Shortcut Key Function New <Ctrl> + <N> Used to create a new User T emplates file or a new Reservation T emp lates file. Open <Ctrl> + <O> Opens the User T emplates directo ry or the Reservation T emplates directory .
Chapter 1 - V oicePlus Overview 1-8 Connect Participant/ Disconnect Participant <Ctrl> + <R> <Ctrl> + <T> Connects or reconnects a p articipant to an On Going Conference. Disconnects a particip a nt from the On Going Conference.
MGC Manager User ’s Guide - V oicePlus Edition 1-9 User ’ s Guide Conventions The following terms and conventi ons are u sed in this Gu ide: • “Open” or “Double-click” is used to open files and appli c ations. “Double-click” can a lso expand a tree or open a dial og box.
Chapter 1 - V oicePlus Overview 1-10 • “Expand a tree” means to cli ck on the plus sign (+) next to it or d ouble- click the ico n to display the dependent branches. • T i ps and note s are indic ated by an i con and ap pear in a spe cial forma t on a gray backgrou nd.
MGC Manager User ’s Guide - V oicePlus Edition 1-11 Audio Look & Feel The MGC Manager application that is us ed for Audio Onl y confere ncing can be set to the Audio Look & Feel mode to hide all vi deo associate d functions and display only Au dio Only parameters.
Chapter 1 - V oicePlus Overview 1-12 Audio Only Conferences The MGC Manager prov ides various method s to set up and schedule conferences. Each method is represented in the MCU tree by a name and an icon.
MGC Manager User ’s Guide - V oicePlus Edition 1-13 When you first start the MGC Manager application, the Reservations in Database window automatically opens li sting the Default group in the R oot tree.
Chapter 1 - V oicePlus Overview 1-14 T o start an On Going Conference fr om a default Reservation template: 1. Display the Reservations Database window .
MGC Manager User ’s Guide - V oicePlus Edition 1-15 3. T o start an On Going Audio On ly Co nference, right-click the icon of the Default- Audio template and then click St a r t I m m e d i a t e l y . — If you are connected to more than one MCU, an arrow appears next to S tart Immedi ately option.
Chapter 1 - V oicePlus Overview 1-16 Connecting to an On Going Conference Y ou can add dial-out participants to the conference either by selecting the participants fro m the Participant dat abase, from a User T emplate file or by defining them direc tly during the O n Going Conference.
MGC Manager User ’s Guide - V oicePlus Edition 1-17 Undefine d Dial-in H.323 Participan t s Undefined particip ants connect to the conf erence by entering th e IP Network Service Prefix and the Entry Queue conf erence Numeri c ID or name in the following format: [IP Network Service Prefix][Numer ic ID/Name] .
Chapter 1 - V oicePlus Overview 1-18.
2-1 2 Defining S t andard Audio Only Conferences and Reservations About Conferences The MGC unit enable s you to run differ ent types of confer ences, use dif ferent scheduling method s and provide different metho ds of connecting to the conferen ce. Conference Scheduling Methods The MCU system su pports both sc he duled and on-demand conferences.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-2 In Ad Hoc conferencing, partici pants connect to an Ad Hoc-ena bled Entry Queue. Meeting Rooms are conferences tha t have no allocated resources on the MCU or a starting date and time.
MGC Manager User ’s Guide - V oicePlus Edition 2-3 Assistance option. When se lected, callers must wait for the operator to connect them to the conference. In IVR-ena bl ed confer ences, in both Attended and Unattended modes, the participants or meetin g organizer can control certain aspects of the conference.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-4 Participants Queue, where they wait for the ope rator to connect them to the conference.
MGC Manager User ’s Guide - V oicePlus Edition 2-5 Both Standard and Meeting Room conf erences have the same conference parameters. The difference between them is the method by whic h they are scheduled and started, and what hap pens t o t he conference on ce it ends.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-6 MCU Configuration and Audio Only Conferences The functional modules (cards) install e d in the M CU determine wh at kind of conference can run on the MCU. The Audio+ card is required to ru n IVR-enabled conf erences and Entry Queue and Au dio Only conf erences.
MGC Manager User ’s Guide - V oicePlus Edition 2-7 Particip ant Roles Conference part icipants can have differen t functions: a standard participant, a chairperson, or an operator . • S tandard part icipant - takes part in the conference, performi ng basic operations via the tel ephone using t he touch-tone signals (DTMF codes).
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-8 Particip ant Connecti on to Conference Participant conn ection to a c onference is det ermined by the c onnection type (dial-in or dial-out), conference type (Attended, Unattended) and service (IVR, Entry Que ue, Meet- Me Per Conf er ence).
MGC Manager User ’s Guide - V oicePlus Edition 2-9 Direct Dial-In Access Participants can d ial directly in to the conferen ce using the following me thods: • Using the MCU dial-in number and defining th e participants pri or to the conference start.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-10 H.323 partici pants dial the IP Net w ork Service Prefix and the conference numeric ID. T o simplify matters, the Netw ork Se rvice Pr efix and the ISDN number prefix can be set to be the sa me number as the local phone exchange (e.
MGC Manager User ’s Guide - V oicePlus Edition 2-11 — W ait for the Operator ’ s assistance. The Entry Queue Service is set to Attended mode (on hold for Operat or assistance). 2. Participan ts join the co nference in one of th e following ways: — Directly , without any additional operation from the participant’ s endpoint.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-12 When an IVR Service is assigned to the conferen ce, partic ipants ar e guided to the conference by voi ce prom pts to us e DTMF codes and are requested to enter the required (conference/chairp erson) password.
MGC Manager User ’s Guide - V oicePlus Edition 2-13 string, they are routed to the appropriate confer ence, and they enter the conference IVR queue. In t he IVR Queu e, they are promp t ed to ente r the conferen ce password an d other inf ormation which they enter usin g the telephone t ouch-tone keyp ads.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-14 Defining New On Going Audio Conferences This section desc ri be s how to define a new S tandard Audio Only conference. T o define an On Going Audio Only Conference: 1. In the Br owser pane, expand th e MCU tree.
MGC Manager User ’s Guide - V oicePlus Edition 2-15 The Confer ence Pr operties dialog box o pens, allowing you to define t he various conference parameters.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-16 — Meet Me per Confer ence – lets you defi ne the prop erties of Meeti ng Rooms and Me et Me Per Conf erences. Thi s dialog bo x is enable d only when the Meet Me Per Conf option is selec ted in the General properties or when defining Me eting Rooms.
MGC Manager User ’s Guide - V oicePlus Edition 2-17 MCU Displays the name of the MCU to which you are currently connected (read-only). Conf. Entry Password Enter a numeric password that participants will need to enter in order to access the conference.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-18 Entry Queue Access Select this option when a si ngle-dial Entry Queue is used for particip ant access to all conferen ces.
MGC Manager User ’s Guide - V oicePlus Edition 2-19 User Defined 1-3 Enter general in formation fo r the conference, such as the company name, contact person’s name, email or telephone number , or any othe r required informa tion.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-20 Supported Network Select the type of network to be used by the conference particip ants. • IP – Only SIP and H.323 particip ants can join this conference. Note: This option enables yo u to select an audio algo rithm specially suited for IP networks.
MGC Manager User ’s Guide - V oicePlus Edition 2-21 Settings Parameters 4. Click the Settings tab to define t he confer ence sett ings. The Pr operties - Sett ings dialog box opens. The setup parameters in the Confer ence Pr operties - Setting s dialog bo x are grouped in two main panes: General Settings and Media Settings .
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-22 The Advanced options remain on display until you click the <<Basic button again.
MGC Manager User ’s Guide - V oicePlus Edition 2-23 Enable IVR Service Select this option to enable IVR (Interactive V oice Response) Services for the conference.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-24 VTX 1000 Select this option if particip ants are using the VTX 1000 PSTN endpoint for the same wide band, high quality audio used by video participants.
MGC Manager User ’s Guide - V oicePlus Edition 2-25 Mute Meet Me Parties Select this option to automatica lly mu te all undefined dial-in participants once they are connected to the conference. The participants can then be individuall y unmuted by the operator o r the conference chai rperson (through the WebCommander).
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-26 After Last Quit x Min All the participants have disconnected from the conference, and the conference is idle for a predetermined time . T he period is defined in the After Last Quit x Min field.
MGC Manager User ’s Guide - V oicePlus Edition 2-27 Entry T one / Roll Call Announcement Select this option to play an audio tone to all connected participants when a new participant connects to the conference. (This tone is not heard by the connecting participant.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-28 Particip ants Participants can be added to the On Going Con ference either by selecting th e participant te mplates from the Particip ant database or b y defining them.
MGC Manager User ’s Guide - V oicePlus Edition 2-29 T o add partic ipants to a confer ence: 7. Click the Participants tab to add participants to the conference . The Pr operties - Participants dialog box opens. If the conference includes dial-out pa rti cipants, they shou ld be defined here or assigned from a t emplate.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-30 option is automati cally selected (and cann ot be cleared) when defining Meeting Rooms or Entry Queue Access conferences.
MGC Manager User ’s Guide - V oicePlus Edition 2-31 Pre-Defined Particip a nts File Displays the full path and file name of the selected User T emplate file or d atabase from which the Pre-Define d Participants list is read. T o select the appro priate participant template source: • Click From Data base to select another database Group.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-32 Allow Undefined Parties Select this option to let undefined participants to connect to the confere nce.
MGC Manager User ’s Guide - V oicePlus Edition 2-33 9. Use one of t he followin g me thods to li st participa nts in the Pr edefined Participants list and add pa rticipants to the conferenc e: • Add participants from t he database • Add partic i pants from the U ser T empl ate file T o list participants from the database: a.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-34 b. Enter your Login Name and Passwor d and click OK . The Open Part ies in Database dialog box opens. c. If more than one data base i s configured in your system, select the appropriate database from the Database Name list.
MGC Manager User ’s Guide - V oicePlus Edition 2-35 b. Using stand ard windows conventions, select the User T emplate file and click Open. The participant s in the User T emplate file are listed in th e Pr e- defined Part icipants list.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-36 1 1. Define the followin g parameters to record th e audio channel of the conferen ce: For more information abou t recording the audio channel of a confe rence, see chapter 8, "Recording".
MGC Manager User ’s Guide - V oicePlus Edition 2-37 Resolving Scheduling Conflict s Upon completion of scheduling a Rese rvation or an On Going Conference, the system checks for sche duling confli cts for individ ual particip ants.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-38 If a conflict is detect ed in the reserv at ion or in an On Going Conference, the Participant s Schedulin g Conflicts window opens, listing the foun d data.
MGC Manager User ’s Guide - V oicePlus Edition 2-39 T o resolve the sche dul ing confli c ts for partic ipants: 1. In the Participan ts Scheduling Conflicts table, sele ct an act ion: • Select the.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-40 Listing On Going Conferences In the On Going Confer ences list , you can v ie w all conf erences t hat are currently runn in g. T o view the On Going Conferences: 1. Expand the MCU tree, and then expand the On Going Conferences tree.
MGC Manager User ’s Guide - V oicePlus Edition 2-41 Scheduling a New Reservation A Reservation is a conference t hat is scheduled to start sometime in the future. It is saved on the MCU and is auto matically started when the scheduled date and time arrives.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-42 The Pr operties - Scheduler dialog box opens. By de fault, the syst em displays the c urrent time as the star t time of the con ference.
MGC Manager User ’s Guide - V oicePlus Edition 2-43 6. Click the Settings tab . The Confer ence Pr operties - Se ttings dialo g box appears. 7. Define the Settings parameters, as descri bed for the On G oing Conference, “Settings Parameters” on page 2-21.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-44 Defining Recurre nt Reservations Y ou can set up conferences to occur re peatedly by defining the recurrence pattern (frequency and day) and range (number of recurrences or the date on which they will end).
MGC Manager User ’s Guide - V oicePlus Edition 2-45 T able 2-8: Reservation Recurrence Settings Field/Option Description Recurrence Pattern Select the recurrence frequency: • Daily – By default, all the days of the week are selected. T o exclude a certain day of the wee k (for example, the weekend), clear the check box.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-46 4. Click OK to apply the setti ngs. The Reservation Recurr ence dialog box closes.
MGC Manager User ’s Guide - V oicePlus Edition 2-47 Listing Reservations The Reservations def in ed on the MCU are stored in the Reservations list. T o view the Reservations list in the Browse r pane: • Expand the MCU tree, th en expand the Reservations tree.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-48 End of Conference Reminder At a certain time duri ng a conference, the End of Conf erenc e Reminder icon can appear in the St a t u s or Monitor panes, reminding you (the oper ator) that the conference is due to end.
MGC Manager User ’s Guide - V oicePlus Edition 2-49 Defining Particip ant Properties New participants can be defined directly during t he co nferen ce definition or during the On Going Conf erence.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-50 The Participant P r operties - Identification dialo g box opens. 2. Define the foll owing parameters: T able 2-9: Participant Properti es and Identification Dialog Box Field/Option D escription Name Enter a unique name fo r the participant, using up to 80 characters.
MGC Manager User ’s Guide - V oicePlus Edition 2-51 Participant definiti ons dif fer according to their selected Interface T ypes. ISDN/PSTN/T1-CAS Pa rticip ant Definition 3.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-52 T able 2-10: ISDN/PSTN/T1-CAS Properties and Identification Dialog Box Field/Option D escription Participant Numbers This parameter is enabled for the Dial-out connection type, or when the Dial-in Meet Me Per Conference - MCU option is selected.
MGC Manager User ’s Guide - V oicePlus Edition 2-53 Extension/ Identifier S tring Used with multi-step e xtension dialin g and participants w ith PBX or IVR phone extensions. This field is used to enter the r equired data for the dialing. The string listed in the Name fiel d consists of the following format: (0.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-54 Meet Me Per This field is enabled only for Dial-in participant s. Select: • Party – The participant dials a single number . • MCU-Conference – Select this option when a single dial-in number is used by all dial-in particip ants connecting to the MCU.
MGC Manager User ’s Guide - V oicePlus Edition 2-55 Audio Only When checked, indicates an Audio Only participant. This option is a utomatically selecte d and cannot be cancelled: • for T1-CAS part.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-56 4. Optional : Click the Advanced tab. The participant’ s Propert ies - Advanc ed dialog box opens. Label (Optional) This field appears only when participant definition is done directly in the d atabase and displays the label assigned to the participant.
MGC Manager User ’s Guide - V oicePlus Edition 2-57 5. If required, def ine the followin g parameters: T able 2-1 1: ISDN/A TM/MPI/T1-CAS Participant - Advanced Field/Option De scription Service Nam.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-58 6. Click OK to complete the partic ipant defi ni tion. The participa nt is added to the On Goin g Conferen ce, Reservati on or the Reservation T emplate, dependin g on the conference/participant definition mode.
MGC Manager User ’s Guide - V oicePlus Edition 2-59 IP (H.323 and SIP) Parti cip ant Definition If you select H. 32 3 or SIP in the Interface T ype field, the fiel ds change in the Participant Pr operties dialog box. Most of the pa ramet ers are common to both H.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-60 7. Define the foll owing parameters: T able 2-12: H.323 and SIP Particip ant Properties - Identifica tion Field/Option D escription Participant IP Enter the IP address of t he participant’s end point.
MGC Manager User ’s Guide - V oicePlus Edition 2-61 Address T ype SIP Only Select the format in which the SIP address is written: • SIP URI – Uses the format of an E-mail address, typically containing a user name and a host name: sip:[user]@[host] .
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-62 Extension/ Identifier St r i n g Thi s is the DTMF string sent to the recording or other DTMF activated system ; an outgoing DTMF operation initiate d by the MCU. Thi s is useful for identifying ex tensions a ssoci ated with SIP users.
MGC Manager User ’s Guide - V oicePlus Edition 2-63 8. Optional : Click the Advanced tab. The Advanced paramete rs definition may b e skipped for mo st participants if th e default settings are used. VIP When checked, changes the participant’ s status to VIP , to disti nguish participants who require special attention.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-64 The IP Participant Pr operties - Advanced dialog box o pens. 9. Define the foll owing parameters: T able 2-13: H.323 and SIP Participant Properties - Advanced Field/Option D escription Service Name Enter the name of the IP Network Service han dling the call.
MGC Manager User ’s Guide - V oicePlus Edition 2-65 AGC The Auto Gain Control (AGC) mechanism regulates audio noise and vo lume by balancin g the received signal to all participants. AGC can be applied to all incoming audio streams prior to mixing, thereby dynamically adjusting the amp lification of the input signal.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-66 10. Click OK to complete the defini tion of the H.323 and SIP participant. The participa nt is added to th e On Going Conference, Reservation or to the Reservati on T emplate, de pending on the conference de finition mo de.
MGC Manager User ’s Guide - V oicePlus Edition 2-67 Dialing-in from an H.323 End point Simple Dial-in Using the IP Card Address In simple dial-in, the participant dials t he IP address of the IP card installed in the MCU, so no gatekeeper is requir ed.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-68 For Gatekeeper fu nctionality and interoperabi lity see the Administrator ’ s Guide, Chapter 3, Defining a H.
MGC Manager User ’s Guide - V oicePlus Edition 2-69 automatically , according to their availabi lity . If no port is available, the connection wi ll be rejected. Figure 2-6: H.323 Participant Advanced Dial-in Endpoin t IP : 196.123.38.129 Alias: 259 Endpoint IP: 196.
Chapter 2 - Defining Standard Audio Only Conferences an d Reservations 2-70 Listing Particip ant s Y ou can view the updated list of pa rticipant s in the On Go ing Confer ence list, in the Br owser , S tatus and Monitor panes.
3-1 3 Monitoring On Going Conferences Y ou can monitor On Going Co nferences and perfor m various operations while conferences are running. Three levels of monitoring are available with the MGC Manage.
Chapter 3 - Monitoring On Going Conferences 3-2 General Monitoring Monitoring a conferen ce enables you to keep track of its participants and its progress. When moni toring a con fer enc e, you can ch eck whet he r all its participants are c orrectly connected and whe ther errors and faults have occurred.
MGC Manager User ’s Guide - V oicePlus Edition 3-3 Listing On Going Conferen ces in the S t atus Pane The On Going Confer ence s category lists all the On Going Conferences currently running on the MCU.
Chapter 3 - Monitoring On Going Conferences 3-4 T able 3-1: On Goin g Conferen ce S tatus - Parame ters Column Name Description Name The name of the On Going Confere nce and an icon indicating th e conference type and status.
MGC Manager User ’s Guide - V oicePlus Edition 3-5 General Conferenc e and Particip ant Monitoring The conferen ce level mon itoring a l lows you to view th e statu s of an On Going Conference and its participan ts. Conference properties may be displayed in the S tatus pane or in the Monitor pane.
Chapter 3 - Monitoring On Going Conferences 3-6 2. Click the icon of the conference wh ose part icipants to displa y in the St a t u s pane. T o display the status of conference participants in the Monitor pa ne: 1. In the Br owser pane, expand th e On Going Confer ences list.
MGC Manager User ’s Guide - V oicePlus Edition 3-7 • T o modify the order of columns, se lect and drag the co lumn lab els to the desired locati on. • T o sort items in a column, click a column heading once for descendin g order , and click aga in to sort the items i n ascending ord er .
Chapter 3 - Monitoring On Going Conferences 3-8 Name (cont.) End-of- conference alert Indicates that th e conference is about to end. Faulty audio conference An exclamation point next to the conference icon indicates that the conference has a problem and requires operator ’s assistance.
MGC Manager User ’s Guide - V oicePlus Edition 3-9 Name (cont.) Operator The participant defined as the MGC Manager Operator . The operator manages an On Goi ng Conference, connects and disconnects p articipants, moves particip ants between conferences, assists p articipants, and more.
Chapter 3 - Monitoring On Going Conferences 3-10 S tatus Displays additional information about On Going Conferences, their participants, and the number of connected participants. A change in participant status (usually in attended conferences) is also displayed in the S tatus pane.
MGC Manager User ’s Guide - V oicePlus Edition 3-11 Connection (cont.) Single Participant Only one particip a nt is defined, or only one of the defined participants is connected. Resource Deficiency The resources currently installed in the MCU, such as audio cards, cannot handle the requested conference because it exceeds its limitations.
Chapter 3 - Monitoring On Going Conferences 3-12 Connection (cont.) Partial connection The conne cti on process is not yet complete. Faulty Connection The participant is connected, but problems occurred in the connection, such as synchronization loss.
MGC Manager User ’s Guide - V oicePlus Edition 3-13 Audio Indicates wh ether the participant's audi o is connected an d the status of the audio channel. Sync. Indicates whether the participant's site is synchronized. If Y es, the Media Member field displays the media types tha t are synchronized.
Chapter 3 - Monitoring On Going Conferences 3-14 Disconnec- tion Ca u s e Displays the disconnection cause for a participant who is disconnected from the conference. Q&A Position Indicates the position held by the participant in the Q&A Queue: “1” being the next to speak, “2” being second up, an d so on.
MGC Manager User ’s Guide - V oicePlus Edition 3-15 Additional Particip ant St atuses T able 3-3 lists additional participant icons that are displayed when the participant is con nected to an IVR-enabled confere nce. If none of these statuses occur , the S t atus colum n in the Status pane remain s emp ty .
Chapter 3 - Monitoring On Going Conferences 3-16 Particip ant’ s Audio St atus T able 3-4 lists icons that indicate the cu rrent audio status of the partici pant. T able 3-4: Participant Audio St atus Icons Icon Description (Green) The audio channel of the participant is connected.
MGC Manager User ’s Guide - V oicePlus Edition 3-17 Monitor Filter Y ou can view only participants who have con nection pro blems or require the operator ’ s assista nce.
Chapter 3 - Monitoring On Going Conferences 3-18 By default, all check boxes are select ed to monitor all participant s who require the operator’ s attention. Clear the check boxes to indicate the participant stat uses that you d o not want to monitor .
MGC Manager User ’s Guide - V oicePlus Edition 3-19 Automatic Monitoring of Conferences In addition to the fi ltering feature, yo u can configure the syst em to automatically monitor all the conferen ces according to the last Monitoring Filter that was set for any conference in the MGC Manager .
Chapter 3 - Monitoring On Going Conferences 3-20 such as voting, qu estion and a nswe r se ssions, via their D TMF i np ut device using the ap propriat e DTM F codes. Ho we ver , because o f th e mode, these operations or status changes are not displayed in the MGC Manager Monitor pane.
MGC Manager User ’s Guide - V oicePlus Edition 3-21 Audio T ones While defining the confer ence parameters, you can enable any of the au dio tones ( Entry tone, Exit tone, and End of Confer ence Alert tone) to be heard during an On Going Conference.
Chapter 3 - Monitoring On Going Conferences 3-22 Noisy Line Detection Mech anism and Automatic Muting Noisy Line Detec tion Mechanism analyzes the part icipant’ s line signal in order to detect a noisy line and noti fy the operator .
MGC Manager User ’s Guide - V oicePlus Edition 3-23 Particip ants Queue This window lists partici pants who are waiting for the operator’ s assistance. It provides tools for managing part i cipants in attended conferences. For more details, see see Chapter 7, “Attended Conferencing”.
Chapter 3 - Monitoring On Going Conferences 3-24 In an On Going Conference, two ne w tabs appear in the Confer ence Pr operties dialog box that were not appl icable during the conference definition: — Scheduler — On Going State Y ou can view the conference general pa rameters and, if re marks have been entered, revi ew the remarks history .
MGC Manager User ’s Guide - V oicePlus Edition 3-25 3. Click the Ongoing S tate tab to view informat ion about the conference status. The Confer ence Pr operties - Ongoing S tate dialog box ope ns.
Chapter 3 - Monitoring On Going Conferences 3-26 4. Click t he Meet Me Per Conf tab to view the ISDN dial-in number and which H323 prefix (if t here are IP participants) was co nfigured for the conferen ce. 5. Click OK or Cancel to exit the On Going Conference Pr operties dialog box.
MGC Manager User ’s Guide - V oicePlus Edition 3-27 Particip ant Level Monitoring In addition to the information that appears in the St a t u s and the Monitor panes, you can also view the connection par ameter s and status of each of the conferen c e particip ants.
Chapter 3 - Monitoring On Going Conferences 3-28 Monitoring ISDN/T elephone Particip ants T o view the ISDN participant's properties during a conference : 1. In the partic ipants list in t he S tatus pane, the Br owser pane or the Monitor pane, double-cli ck the particip ant icon.
MGC Manager User ’s Guide - V oicePlus Edition 3-29 The following Ide ntification parameters ca n be modified for a connec ted participant during an On Going Conference: If required, the partici pan.
Chapter 3 - Monitoring On Going Conferences 3-30 The Participant P r operties - Connection Info1 dialo g box opens. The following i nformation is di splayed for the connected pa rticipant: T able 3-9: ISDN Participant Properties - Connection Info1 Field/Option Des cription Participant S tate The current connection status of the p articipant.
MGC Manager User ’s Guide - V oicePlus Edition 3-31 If required, modify th e following pa rameters: — disconnect th e participant, b y clicking th e Discon nect button 3. T o view general inform ation regarding the participant connection and to mute or unmute the participant's a udio channel, c lick the Connecti on Info2 tab.
Chapter 3 - Monitoring On Going Conferences 3-32 The Participant P r operties - Connection Info2 dialo g box opens. The following i nformation is di splayed for the connected pa rticipant: T able 3-10.
MGC Manager User ’s Guide - V oicePlus Edition 3-33 If required, modify th e following pa rameters: — mute the partic ipan t by checking the Mute (By Operator) button. 4. T o view the MCU resou rces used to hand le the particip ant, click the Resour ce Details tab.
Chapter 3 - Monitoring On Going Conferences 3-34 The Participant P r operties - Resour ce Details dialog box ope ns. The following i nformation is di splayed for the connected pa rticipant: T able 3-1.
MGC Manager User ’s Guide - V oicePlus Edition 3-35 Resource T ype The type of the con feren ce resourc e inst all ed in th e MCU: • MUX - The MUX card. Not rele vant to Audio Only particip a nt. • Audio Codec - The audio encodi ng /decoding port.
Chapter 3 - Monitoring On Going Conferences 3-36 5. If the particip ant is disconne cted from the confere nce, click the Disconnect io n Ca use tab to disp lay the cause. The Participant P r operties - Disconnection Cause di alog box opens. Allocated Indicate s whether the Network card installed in the MCU is used to run the conference.
MGC Manager User ’s Guide - V oicePlus Edition 3-37 The following i nformation is d isplayed for the d isconnected partic ipant: T able 3-12: ISDN Participant Properties - Disconnection Cau s e Fiel.
Chapter 3 - Monitoring On Going Conferences 3-38 Checking the St atus of V oIP Particip ants The various properties of a V oIP (H.3 23 o r SIP) participant can be viewed using the same method used to disp lay t he ISDN participant properties.
MGC Manager User ’s Guide - V oicePlus Edition 3-39 The following Ide ntification parameters ca n be modified for a connec ted participant: If required, modify th e following pa rameters: — change.
Chapter 3 - Monitoring On Going Conferences 3-40 The Channel Inf o pane opens. The following i nformation is displa yed in the expanded tab: T able 3-14: VoIP Particip ant Properties - Connection Info1 Field/Option Desc ription Participant S tate The current connection status of the participant.
MGC Manager User ’s Guide - V oicePlus Edition 3-41 If required, modify th e following pa rameters: — disconnect th e connected p articipant. 4. Click the Connection Info2 tab. The Participant Pr operties - Connection Info2 dialog box opens. FECC T oken Not relevant in Audio Onl y .
Chapter 3 - Monitoring On Going Conferences 3-42 The following informat ion is displaye d for a connec ted participant: T able 3-15: VoIP Particip ant Properties - Connection Info2 Field/Option Des cription Connection Time The date and time the participant connected to the conference.
MGC Manager User ’s Guide - V oicePlus Edition 3-43 If required, modify th e following pa rameters: — Mute or unmute the partic ipa nt 5. Click the H.245 , or SDP tab for SIP participants, t ab to view the capabilities exchange resu lt s between the participant (endpoint) and t he conference (MCU).
Chapter 3 - Monitoring On Going Conferences 3-44 The following informat ion is displaye d for a connec ted participant: In this tab, yo u cannot modi fy information. 6. Click t he Resource Details t ab to view the MCU resources allocated to the parti cipant .
MGC Manager User ’s Guide - V oicePlus Edition 3-45 7. If the participant has bee n discon nec ted, click the Disconnection Cause tab to view the re asons for the part icipant’ s inability to conn ect to the conference. The H.323 Parti cipant Pr operties - Disconne ction Cause tab opens.
Chapter 3 - Monitoring On Going Conferences 3-46 Video Disconnection Reason (0) Lists the disconnection cause categories for video conferences that you can monitor in Audio Look and Feel . Cause Describes the cause of discon nection according to the category indicated in the Video Disconnection Reason .
4-1 4 Operations Performed During On Going Conferences During an On Going Conference, the MGC Manager operator can perform many management tasks at the conferen ce l evel or at th e participant l evel.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-2 Management Functions Overview The MGC Manager oper at or performs different roles during atten ded and unattend ed confere n ces. Attended Conferences On Going attended conferences require an active Operator conference to run on the same MC U a s the atte nded conf erence.
MGC Manager User ’s Guide - V oicePlus Edition 4-3 Particip ant and Confer ence Level Operations Operators can perform fu nc tio ns on co nferences that af fect individual participants or can af fect the conference on the whole.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-4 • Change the co nferen ce duratio n wh ile in session • End a conference before it s scheduled termi nati on time • Reschedul e.
MGC Manager User ’s Guide - V oicePlus Edition 4-5 Particip ant Level Operations Making Dial-Out Connections When the Dial-Out Ma nually option is sele cted for the conference, the operator has to manuall y connec t dial-out p articipants to the conference.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-6 For a description of al l the participan ts’ connection st atus indicat ions and icons, see T able 3-2: On Going Co nference - Monitor Pane Columns, page 3-7.
MGC Manager User ’s Guide - V oicePlus Edition 4-7 Disconnecting Particip an ts from Conferences When participants d o not need to co n tinue with the co nference, you can remove them from the confe.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-8 T o delete a participant: 1. Right-cl ick th e icon of t he pa rt icipan t to d elete , and t he n clic k Delete, or press the < Del > key . A message appea rs, requesting y ou to confirm the de letion.
MGC Manager User ’s Guide - V oicePlus Edition 4-9 2. Right-clic k the participant ico n, and then c lick Pr operties . The Participant Pr operties - Identific ati on dialog box opens. 3. In the Name field, type th e participa nt’ s new name. 4. Click OK .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-10 Changing the Disconnected Particip ant’ s Properties Y ou can change several propert ies of a disconnected participant, for example before reconnecting that participant. These modificat ions can be performed in the Participan t Pr operties dialog box.
MGC Manager User ’s Guide - V oicePlus Edition 4-11 • AGC - disable AGC w hen required (enabled is the default). Moving a Particip ant from one Conference to Another A participa nt can be move d f.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-12 2. Right-click the icon of th e participant t o move, click Move Participant to open the list of act ive conference s, and then click the name of the destination conference. The participant i s transferred to the selected destination conference.
MGC Manager User ’s Guide - V oicePlus Edition 4-13 T o designate or cancel a pa rtic ipant as the Exclusi ve Speaker: • In the Br owser , M onitor or Status panes, right-c lick the Participant icon, and then click Exclusive Speaker or Cancel Exclusive Speaker .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-14 The selected p articipant become s th e conference ch airperso n, and the icon change s accordingly .
MGC Manager User ’s Guide - V oicePlus Edition 4-15 Designating a VIP Particip ant During an On Going Con feren ce, you can designate a participant or a chairperso n who requir es special at tention, as a VIP . The VIP stat us does not change the role of the participant.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-16 T o revert the VIP status to r egular participant: • In the Participant's Pr operties - Id en tif ic ation dialog box, clear the VIP check box, and then cli ck OK . The selected partic ipant’ s VIP status is revoke d.
MGC Manager User ’s Guide - V oicePlus Edition 4-17 2. Move the slider t o the right or to t he left to increase or to lower the Broadcasting or Listening V olume level for a participant: — The V olume sca le is between 1 to 10 , where 1 is the lowest and 10 is the highest.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-18 T o mute/un-mute participant’s audio: • Using the pa rticipant righ t-click menu: a. In t h e Br o wse , Monitor or Sta t u s pane, right-click the partic ipant's icon, and then click Mute Audio .
MGC Manager User ’s Guide - V oicePlus Edition 4-19 • Fr om the Participant Pr operties dialog box: a. In any pane of t he main window , right-click the part icipant's icon, and then clic k Properties . The Participant 's Pr operties - Identification dialog bo x opens.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-20 Enabling/Disabling Auto Gain Control (AGC) Endpoints and phones vary in the types of so urce noise and volume they produce. The Au to Gain Cont rol (AGC) mech anism bala nc es noise an d volume of the rec eived audio si gnals, for conference part icipants.
MGC Manager User ’s Guide - V oicePlus Edition 4-21 Modifying the Particip ant’ s User Defined Properties In the Participant Pr operties dialog box User Defined fields, you can enter (or edit) additiona l information that i dentifies the part icipant, such as the email address, comp any name or job title.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-22 Conference Level Operations Adding New Particip ants to a Conference Occasional ly you may be re quired to add a defined particip ant after a conference has be gun.
MGC Manager User ’s Guide - V oicePlus Edition 4-23 T o define a new partici pant: • Using the Confer ence right-click menu: a. Expand the On Going Conferences list, right-click th e icon of the conference to which to add the participant, and then clic k New Participant .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-24 a. Expand th e On Going Confer ences list, right-click th e icon of the conference to which to add the partic ipant, and then click Properties . The Confer ence Pr operties dialog box opens.
MGC Manager User ’s Guide - V oicePlus Edition 4-25 T o copy the participant properties fr om an On Going Conference or Reservation: Participants can be added to a co nference by copyin g their parameters from another conference. Y ou can copy a participant from o ne On Going Conference or Reservations to another .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-26 T o paste the participant parameters while changing the na me and other parameters, click Paste Participant As. The Participant - Pr operties dialog box op ens. 4. Change th e participant’ s parameters, and then cl ick OK.
MGC Manager User ’s Guide - V oicePlus Edition 4-27 5. Right-clic k the icon of t he participan t to copy , and then click Copy . The participant details are copied t o the clipboard. a. T o copy the participant under a new name, click Copy A s . The Participant - Pr operties dialog box opens.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-28 Muting Dial-In Particip ant s Upon Connection Y ou can set a c onference to au tomatically mut e all dial-in pa rticipants who were not defined before or du ri ng the On Going Conf er ence.
MGC Manager User ’s Guide - V oicePlus Edition 4-29 From this point on, all incoming parties are au tomatically muted by th e MCU. This status is indi cated by the appropriate icon i n the Audio column of th e Monitor and Stat us pane. T o cancel the Mute “Meet Me ” Parties featu re: 1.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-30 Adding Remarks During an On Going Conference In the Confer ence Pr operties - General dialog box, you can add and save any text (for example conference info rmation or a comment) during t he conference setup or during th e On Go in g Co nf erence in the Remarks se ction.
MGC Manager User ’s Guide - V oicePlus Edition 4-31 T o add a remark longer than 300 cha racters, split the text into sev eral remarks, u sing the Update Remarks button to save the cu rrent remark and start a new remark. T o add multiple remarks, repeat steps 2 and 3.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-32 T o lock and unlock an On Going Conference: • Using the Confer ence right-click menu: a. Expand th e On Going Confer ences list. b. Right-click the conference icon and then click Lock Confer ence .
MGC Manager User ’s Guide - V oicePlus Edition 4-33 The Locked Confer ence icon and the Lock bu tton on the Confer ence toolbar indicate that the co nference is now l ocked to new dial-in part ic ipa nts .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-34 c. In t h e General Settings section, clic k Conference Loc k . d. Click OK . The dialog box closes. The Locked Conferenc e icon indicate s the current status of this conference in the St a t u s column, in the Monitor pane.
MGC Manager User ’s Guide - V oicePlus Edition 4-35 Managing Question-a nd-Answer Se ssions The Question-and-Answer (Q&A ) session provid es a met hod of organizing the participants quest ions or comments du ring a lecture or a large conference .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-36 The Q&A toolbar contains the following buttons: Adding Questioners to the Q&A Queues Participants can b e added as que stion.
MGC Manager User ’s Guide - V oicePlus Edition 4-37 • Questioners can also be added t o the queue manually from the MGC Manager application. In th e Br owser , S tat us or Monitor panes, right-click the icon of the participant to add to the queue.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-38 In addition, the Monitor table displays det ailed informati on. — The QA Position column shows the order of the participants who have requested t o ask a question in the Q&A q ueue.
MGC Manager User ’s Guide - V oicePlus Edition 4-39 Changing Particip ant’s Position in Q&A Queue Y ou can chan ge the position of any pa rtici pan t in th e Q&A queue when you want certain participants (such as par ticipant s designated as VIP) to ask questions first, an d others to be mo ved to the end of the queue.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-40 • The operator clicks the Next Questioner butt on in the Q&A toolbar . If the participant is mute d, the operator must first unmute the p articipant. • The operator selects the part icipant to ask th e question and clicks the Next Questioner button in the Q&A tool bar .
MGC Manager User ’s Guide - V oicePlus Edition 4-41 appropriate DTMF code (the default code is #23 ). The selected participant’ s icon reverts to the passive/normal status. Removing Particip ants from the Q&A Queue Y ou can remove a participant from the Q&A queue at any give n time during the Q&A session.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-42 T o end the Q&A session and clear the queue: The Q&A session c an be ended b y eith er the operator or the chairperson. • The operator clicks the Clear QA button on the Q&A toolbar .
MGC Manager User ’s Guide - V oicePlus Edition 4-43 Conducting a V oting Session The operator or the chairperso n ma na ges the voti ng session . T o manage a voting session conference: 1. In the Br owse r or Monitor panes, right-click the confer en ce icon, and then click Vo t i n g .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-44 The V oting dialog bo x opens. Y ou can now con figure the settings for th e voting session. The Vo t i n g dialog box i nformation is organized in these sections: — V oting Settings - where you define the voti ng session parameters.
MGC Manager User ’s Guide - V oicePlus Edition 4-45 2. In the V oting Settings section, define the V otin g Session parameters as follows: 3. Click Apply to save the votin g settings. 4. Present the voting choices to all the conference participants.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-46 The voting results are shown in the V oting Re su lts section. The following informat ion is displaye d in the V oting Results pane:.
MGC Manager User ’s Guide - V oicePlus Edition 4-47 7. Click the St o p V o t i n g button to conclud e the voting session. Alternatively , chairpersons can end the voting sessio n by entering th e appropriate DTMF code (d efault DTMF code is #81 ).
Chapter 4 - Operations Performed D uring On Going Confe rences 4-48 — If the vote was not an onymous, you can vi ew th e names of the participants who h ave voted for ea ch of the listed choices. T o display names, click the [+] ic on next to the choice name.
MGC Manager User ’s Guide - V oicePlus Edition 4-49 T o view the voting r esults file: • Using any wo rd processor , open the text file. Following is a sa mple of votin g results text file. Pension Plan ------------- Q. Existing Pension Plan (3 Votes) ------------- Demo EQ_929 (001) Demo EQ_928 (000) Sara ------------- 1.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-50 All connected parti cipants hear back ground music until the conference is reinstated. When the confer ence is reinstated, all the c onference statuses and icons are updated accordingly .
MGC Manager User ’s Guide - V oicePlus Edition 4-51 b. On the Conference toolbar , click the Hold Confer ence button. T o release the conference, click th e conference icon then click the Release Hold button on t he Conference toolbar . • Fr om the Confer ence Pr operties dialog box.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-52 Modifying Conference General Parameters During an On Going Conference, you can modify the fo llowing p arameters • The conferen ce.
MGC Manager User ’s Guide - V oicePlus Edition 4-53 Changing the Conference Duration At times, operators may find it nece ssary t o extend the du ration of a conference or terminate a conferenc e before its scheduled completion ti me. The confere nce ca n be man ually o r au tomatically extended or terminated.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-54 Ending a Conference before it s Scheduled T ermination Time Y ou can manually end the conferen ce before its schedu led end time. U sually , this option is used when all the participants disconnected fr om t he conference, or if the meetin g or ganizer has requested it.
MGC Manager User ’s Guide - V oicePlus Edition 4-55 Rescheduling Conference Reservations In some cases, you may want to resche dule a reservation so the conferenc e will start earlier , immediately , or later than sche duled. T o reschedule a confer ence reservation: 1.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-56 4. Select a dif ferent St a r t i n g D a t e and St a r t i n g T i m e , as required. T o start the conference immediately , change the date to the current date and the starting time to the current time.
MGC Manager User ’s Guide - V oicePlus Edition 4-57 T o delete all recurring r eservations: • Using the Recurr ent Reservation right-click menu: a. Right-click one of the Recurrent Reservation icons, and then click Delete All Reservatio n Rec u rr ences .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-58 Printing Conference Data Once a reservation i s made, the system al locates the approp ri ate resources to the conference.
MGC Manager User ’s Guide - V oicePlus Edition 4-59 — In the On Goin g Conferences list, right-c l ick the co nference icon and then clic k Print Reservation Data . The Print dialog box op ens. 3. In the Name Of Operator field, enter the name of the operator who initiated t he report 4.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-60 — If Printer is sele cted, the conference data is p rinted to the d efault printer using the printer's current settings. — If Clipboard is selected , the conf erence da ta is copi ed to the clipboard, from wher e i t can be pasted in other text handl in g applications.
MGC Manager User ’s Guide - V oicePlus Edition 4-61 T o print details of all On Going Co nferences or Reservations: 1. Expand the On Going Confer ences list or the Re servations list. 2. Y ou can prin t det ails using one of the fo ll owing options: — In the Reservations list, righ t-click the Reservations icon, and th en click Print All .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-62 Managing Conferences Using DTMF Codes Participants and chairpersons can mana ge their On Going Conferences from their endpoints, usin g the touch-to ne signals (DTMF codes).
MGC Manager User ’s Guide - V oicePlus Edition 4-63 Secure conference T o switch the conference to secure mode, press: star , seven, one. Unsecure conference T o cancel the secure mo de, press: pound, seven, one. *71 #71 Chairperson Chairperson Increase my b roadcasting volume T o increase your volume, press: star , nine.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-64 New voting session T o start a new voting session, press: star , eight, one. Cancel voting session T o cancel the voting session, press: pound, eight, one. *82 #82 Chairperson Chairperson Ask a questio n T o ask a question, press: star , two, two.
MGC Manager User ’s Guide - V oicePlus Edition 4-65 Enable Roll Call T o enable a Roll Call, press: star , three, two. Disable Roll Call T o disable a Roll Call, press: pound , three, two. *32 # 32 Chairperson Chairperson Roll Call - review names T o initiate the roll call and playback of the participant names, press: star , three, three.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-66 Override Mute All But Me * T o enable participants to unmute their endpoints while the Exclusive S pea ker Mute mode i s imposed. * T o enable this function, a DTMF code must be configured.
MGC Manager User ’s Guide - V oicePlus Edition 4-67 SilenceIT Menu The DTMF code to be used to play th e SilenceIT menu. This code is used by the participant that who is muted due to a noisy line. Unmute and Return to Conference Unmutes and returns the participant to the conference.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-68 Using DTMF Codes in Cascading Conferences During Cascaded conference s, the chai rperson can cont rol all th e participants in the c.
MGC Manager User ’s Guide - V oicePlus Edition 4-69 Changing passwo rds is not permit ted when a conferen ce is in any of the following mo des: • V oting ses sion • Invite session • Roll Call session • Entry Queue with waiting partic ipa nt s The default DTMF code for playin g the appropriate Help me nu is *83 .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-70 Request DTMF Help Menu Participants in an Audio On ly conference can request a pl ayback of the list of all available operations and thei r assign ed DTMF codes.
MGC Manager User ’s Guide - V oicePlus Edition 4-71 — Disconnect the invitee and con tinue dialing out to invite other individual by pressing *2 on your touch-tone telephone. — Admit the inv itee and return t o the conference (t hus ending the Invite session) by pressing *3 on your touch-tone telephon e.
Chapter 4 - Operations Performed D uring On Going Confe rences 4-72 Managing Secure Mode Conferences In the Secure mode, joining the confer ence, monitoring or controlling the conference in any way , is denied to outside participants, in clu ding operator s.
MGC Manager User ’s Guide - V oicePlus Edition 4-73 YES (default) is set to NO. • Roll Call is no t supported wi th the Guidance featur e or when the participant is moved from the Operat or conference (atte nded status) to the Home Conference. • Roll Call i s not supporte d when the p ar ticipant i s moved from one conference to another .
Chapter 4 - Operations Performed D uring On Going Confe rences 4-74.
5-1 5 Meeting Rooms and Entry Queues Meeting Rooms are used for on demand conferencing. Entry Queues are a single-dial lo bby for rout ing participants t o their tar get conferences without having to al locate di al-in numb ers to each co nferen ce or Meeti ng Room.
Chapter 5 - Meeting Rooms a nd Entry Queues 5-2 The ISDN/PSTN/T1-CAS dial-in number s allocated to a Meeting Room can be automatical ly allocated b y the MCU based on th e dial-in numbers allocated to it by the carrier or manually during th e Mee tin g Ro om definition.
MGC Manager User ’s Guide - V oicePlus Edition 5-3 endpoints a re used for co nferenci ng, a separate Entry Queue must be defined to allow part icipants to maintai n high the audio quality . For more information on E ntry Queue Service definitio n, see “Defining a New Audio O nly Entry Queue” on page 5-13.
Chapter 5 - Meeting Rooms a nd Entry Queues 5-4 Defining a New Audio Only Meeting Room T o define a new Meeting Room: 1. Expand th e MCU tree. 2. Right-cl ick the Meeting Rooms icon, and then click New Meeting Room . The Confer ence Pr operties - General di al og box opens.
MGC Manager User ’s Guide - V oicePlus Edition 5-5 4. Click the Settings tab . The Confer ence Pr operties - Se ttings dialo g box appears. The se parameters are identical t o the standard confe rence Settings parameters. 5. Define the Settings parameters, as descri bed for the defini tion of On Going Conf erences.
Chapter 5 - Meeting Rooms a nd Entry Queues 5-6 8. Click t he Meet Me Per Conf tab. The Meet Me Per Conf dialog box opens. The Meet Me Per Confer ence option allows participa nts to connect to a conference by sim ply dialing a pre-defined conference number .
MGC Manager User ’s Guide - V oicePlus Edition 5-7 9. Define the follow ing Meeting Room parameters: T able 5-1: Meeting Room Properties - Meet Me Per Conf Field/Option Description Limited Sequences Select this option to limi t th e number of times that the Meeting Room can be activated.
Chapter 5 - Meeting Rooms a nd Entry Queues 5-8 T o define Meet Me ISDN/T1-CAS Services: The conference dial-in phone numbe r can be assigned by the operator , or automatically by t he system. This number is the n given to all participants who will be con necting to that co nferen ce .
MGC Manager User ’s Guide - V oicePlus Edition 5-9 The Meet Me Servic e dialog box opens. a. Define the following parameters: T able 5-2: Meet Me Service Options Option Description Service Name Ente.
Chapter 5 - Meeting Rooms a nd Entry Queues 5-10 b. Click OK . The dial-in range is added to the ISDN Service table. Repeat the above steps to defi ne ad ditional dial-in numbers . Manually Assigning the H.323 Service Prefix to the Conferenc e T o assign the H.
MGC Manager User ’s Guide - V oicePlus Edition 5-11 b. Click OK . Completing the Meeting Room Definition 12. Click OK to complete the Meeti ng Room definition. The new Meetin g Room is added to the Meeting Rooms list. Once the Meeting Room is activat ed, it becomes an On Going Conference and it is listed under the On Going Confer ences list.
Chapter 5 - Meeting Rooms a nd Entry Queues 5-12 useful when the dialing parameters were a utomatically allocated by the system. • In the Br owser pane, in the MCU tree, click the Me eting Rooms icon. The Entry Queues and Meetin g Rooms are listed i n the Status pane.
MGC Manager User ’s Guide - V oicePlus Edition 5-13 Defining a New Audio Only Entry Queue T o define a new Audio Only Entry Queue: 1. Connect to an MCU and ex pand its tree. 2. If you are not using th e Entry Queu e Serv ice shipped with the software, and if you have not alre ady done so, de fine the Entry Q ueue Service .
Chapter 5 - Meeting Rooms a nd Entry Queues 5-14 The Entry Queue Pr operties dialog box opens. 4. Define the foll owing parameters: T able 5-4: Audio Only Entry Queue Propertie s Field/Option D escription Name Enter the name of the Entry Queue using up to 80 characters.
MGC Manager User ’s Guide - V oicePlus Edition 5-15 Numeric ID A Numeric ID (NID) is a unique number that identifies the Entry Queue to the syst em. This number is used by H.323 endpoints to connect to the Entry Queue. Numeric IDs are assigned manually or automatically .
Chapter 5 - Meeting Rooms a nd Entry Queues 5-16 VTX 1000 Se lect this check box to create a VTX 1000 enabled Entry Queue. Participants connecting to VTX 1000 enabled En try Queues are initially assigned wide band reso urces. If the endpoint is not identified as VTX, the wide b and resources are subsequently rel eased.
MGC Manager User ’s Guide - V oicePlus Edition 5-17 Enabling Encryption for Entry Queues T o be able to join a conference fr om a n En try Queue a s an encryp ted participant, the En try Queue must be encry pt ed. All non-en cryp ted participants connec ting to this Entry Queue are disconnected from the MCU.
Chapter 5 - Meeting Rooms a nd Entry Queues 5-18 T o manually assign Dial-in numbers to the Entry Queue: The dial-in phone numbers are a ssigned to the Entr y Queue manually by the operator or automaticall y by th e system. These numbers are then communicated to the callers who connect to th e conference.
MGC Manager User ’s Guide - V oicePlus Edition 5-19 Listing Entry Queues T o view the list of Entry Qu eues in the Browser pane: • In the Br owser pa ne of the mai n window , expand the MCU tree and then expand the Meeting Rooms, Entry Q ueues and SIP Fa ctories tree .
Chapter 5 - Meeting Rooms a nd Entry Queues 5-20 H.323 Participan t: H.323 partici pants connect to an Entry Que ue by dialin g the H.323 N etwork Service Prefix and the Entry Queue Nume ric ID or name. [H.323 Networ k Service Pre fix][EQ Numeri c ID] For example, if the H.
MGC Manager User ’s Guide - V oicePlus Edition 5-21 For example, if the Network Service Prefix is 10 0 , the Conf erence Numeric ID of th e Entry Queue is 11 2 2 , the Conf er ence Nume ric ID of the destination conference is 2241 and the Conference Entry Password is 4444 , the dia l string will be 100 1 122##2241##4444# .
Chapter 5 - Meeting Rooms a nd Entry Queues 5-22.
6-1 6 IVR and Entry Queue Services The Interactive V oice Response (IVR) ap plication is a service that allows participants to co mmunicate wit h the co nferencing system over the telephone or an endpoint. The IVR Servi ce includ es a set of voice prompts that allow support of multiple languages and u ser-spe cific voice prompt s.
Chapter 6 - IVR and Entry Queue Services 6-2 Conference Access Dial-in participants can access the conferenc e by using the following connection methods: • Directly • By means of the IVR Service • By means of the Entry Queue Directly No IVR Service is assigned to the co nference.
MGC Manager User ’s Guide - V oicePlus Edition 6-3 IVR/Entry Queue St ages Participants in a conference using IV R for connecting automatically to the conference an d for contro l functionalit y can.
Chapter 6 - IVR and Entry Queue Services 6-4 T able 6-1: DTMF Enabled Actions and Permi ssions DTMF Enabled Action Permission Request personal assistance Everyone Play the help menu Everyone S tart an.
MGC Manager User ’s Guide - V oicePlus Edition 6-5 Using Roll Call The Roll Call feature i s used in IVR Message Service to record the participants n ame and play it ba ck wh en entering and l eaving a conference. The purpose of Roll Call is to ensure that all required partici pants are present, and to identify the participan ts to one another .
Chapter 6 - IVR and Entry Queue Services 6-6 6. When a participant le aves or is disconnected from the conference, participants remaini ng in the co nference hear an au dio message announcing the name of the partic ipant who has left the conference.
MGC Manager User ’s Guide - V oicePlus Edition 6-7 noisy line. At this point, the mu ted participant ca n press < 9 > to listen to a menu which lists the followin g op tions: • Return to the.
Chapter 6 - IVR and Entry Queue Services 6-8 IVR Requirement s Appropriate h ardware and audi o file s are required for the IVR system. Hardware The following h ardware is requi re d to set up and manage IVR conferences: • Audio+ card - The Audio+ card stores the audio messages that are part of the IVR Service.
MGC Manager User ’s Guide - V oicePlus Edition 6-9 Defining IVR Sof tware Module Properties The audio messages and prompt s played to partici pant s can be recorded in different l anguages.
Chapter 6 - IVR and Entry Queue Services 6-10 The IVR Pr operties dialog bo x lists the current ly defined langua ges. 3. T o add a new language , click the pl us button. The Custom Langua ge dialog box opens. In the New Language field, enter the name of the language to include in the Supported Language s li st.
MGC Manager User ’s Guide - V oicePlus Edition 6-11 The Add Message File dialog box opens. The audio files are downloaded to th e MGC unit one at a time, according to the selected category and type. Th e following steps de scribe selecting a single Message T ype (i n on e of the Message Categories ) for which the audio file will be d ownloaded.
Chapter 6 - IVR and Entry Queue Services 6-12 Conferen ce Password Request Password Requests the participant to enter the password required to connect to the confe rence. Retry Password Requests the participant to enter the password again when an incorrect password is entered.
MGC Manager User ’s Guide - V oicePlus Edition 6-13 Operator Assistance (cont.) Disconnection Message Informs that the p articipant is being disconnected from the conference. Roll Call Download the va rious Audio fi les that are played when the Roll Call option is enabled for a conference.
Chapter 6 - IVR and Entry Queue Services 6-14 8. If required, click Downlo ad File to download the ap propri ate audio file to the Polycom M CU memory . The Install File dialo g bo x ope ns. 9. Click t he Browse button to select the audio fil e (*.aca) to download.
MGC Manager User ’s Guide - V oicePlus Edition 6-15 10. Select the appropriate audio fi le of type *.aca using the st andard W indows conventions, and then cli ck the Open butt on. The name of the selec ted file appears in the Install field in the Inst all File dialog bo x.
Chapter 6 - IVR and Entry Queue Services 6-16 Setting IVR Message Services The MGC system is sh ipped with defau lt IVR Service and audio files. An IVR Message Service contains th e audio me ssage set for the menu-d riven scripts and music inpu t from an external device (back ground music).
MGC Manager User ’s Guide - V oicePlus Edition 6-17 The IVR - Global dialog box opens, enablin g you to defin e the gene ral parameters of the IVR Service. 3. Define the foll owing par amet er s: T able 6-3: IVR Service Properties - Global Field/Option Description IVR Service Name Enter the name of t he IVR Message Service.
Chapter 6 - IVR and Entry Queue Services 6-18 External Server Authentication Y ou can configure the IVR Service to use an external database application such as Web Offi ce or Web Commander to verify participants’ permission to join the conference.
MGC Manager User ’s Guide - V oicePlus Edition 6-19 4. Click Next . The W elcome Message dialog box o pens. 5. Select Enable W elco me Me ssages to enable a welcome message whe n the participant connects to th e conference.
Chapter 6 - IVR and Entry Queue Services 6-20 If you have enabled the W elc ome Message option, selec t the following options and files : T able 6-4: IVR Service Pro perties - Welcome Message Field/Op.
MGC Manager User ’s Guide - V oicePlus Edition 6-21 6. In the W elcome Message dialog box, cl ick Next . The Confer ence Chairperson dialog box opens. 7. Click Enable Conference Chai rperson to en able a parti cipant to connect to the conference as a Ch airperson and play the appropriate messages while the participant waits in the IVR q ueue.
Chapter 6 - IVR and Entry Queue Services 6-22 9. Click Next . The Confer ence Passwor d dialog box opens. Use Chairperson Password as Conference Password Select this option to enabl e the caller to jo.
MGC Manager User ’s Guide - V oicePlus Edition 6-23 10. Select the Enable Password Message check box to request the conference password before movi ng the participant fr om the IVR queue to the conference. Y ou can config ure the IVR system to behave diff eren tl y when handling dial-in and di al-out participant s .
Chapter 6 - IVR and Entry Queue Services 6-24 13. Click Next . The General dialog box opens. This dialog box li sts addi tiona l audi o messages an d pr ompts that may be played whil e joining th e conference or during th e On Going Conference.
MGC Manager User ’s Guide - V oicePlus Edition 6-25 T able 6-7: IVR Service Properties - General Messages Message T y pe Messag e Descriptio n Lock ON Indicates that the conference is now locked to dial-in participants. This message is played to all the conference partici pant s.
Chapter 6 - IVR and Entry Queue Services 6-26 Mute All ON Played to the conference to inform all participants that they are all muted, except the conference speaker . Mute All OFF Played to the conference to inform all particip a nts that they are unmuted and that the Mute All Except Me mode was cancelled.
MGC Manager User ’s Guide - V oicePlus Edition 6-27 Chairperson Help Menu 1 A help menu which is played on chairperson’s request. Lists operations that can be performed by the chairperson (and their respective DTMF co des) to participants requesting it.
Chapter 6 - IVR and Entry Queue Services 6-28 15. T o assign the audio fil e (if one was downlo ad ed ) to th e message ty pe, click the ap propriate table e ntry . The Message T ype appears at the bottom of the tabl e and the dro p-down list of message files is enabled.
MGC Manager User ’s Guide - V oicePlus Edition 6-29 The Operator Assistance dialog box opens. 17. Sel ect Enable Operator Assistance to allow the operator to assist participants waiting in the IVR queue, or during the On Go ing Conference when requesting he lp.
Chapter 6 - IVR and Entry Queue Services 6-30 19. Click Next . The Roll Call dialo g bo x ope ns. Enable Operator Assistance on Password Failure Select this check box to allow the operator to assist the participant once the particip ant has failed to enter the correct conference password in all the allowed attempts.
MGC Manager User ’s Guide - V oicePlus Edition 6-31 The Roll Call feature of the IVR Message Service is used to record the participants’ names for pl ayback when the participants join and leave a conference or when the chairpe rson requests the Ro ll Call.
Chapter 6 - IVR and Entry Queue Services 6-32 23. Click Next . The SilenceIT dialog box opens. SilenceIT is use d to automati c ally mute part icipant line s t hat were detected as noisy .
MGC Manager User ’s Guide - V oicePlus Edition 6-33 25. Select the Silen ceIT options and voice messages. lThe following table summarizes the Silen ceIT options: T able 6-10: IVR Se rvice Properties - SilenceIT Messages SilenceIT Message Description SilenceIT Menu Select the message play ed when a particip ant is automatically muted by the MCU.
Chapter 6 - IVR and Entry Queue Services 6-34 26. Click Next . The DTMF Codes dialog box opens. This dialo g box lists the default DTMF codes for the various functions that can be performed during the audio conference by all particip ants or by the chairperson.
MGC Manager User ’s Guide - V oicePlus Edition 6-35 For the list o f all actions an d their respective default DTMF c odes, see “Managing Conferenc es Us in g DTM F Codes” on page 4-62. T o print the DTMF code s data, see “Print ing IVR/DTMF Codes” on page 6-51.
Chapter 6 - IVR and Entry Queue Services 6-36 Listing IVR Message Services Y ou can list the currently d efined IVR Serv ices in the Br owser pane of the MGC Manager main window . T o list the IVR Message Services: 1. Expand the MCU tree and then expand the MCU Co nfiguration tree to view its options.
MGC Manager User ’s Guide - V oicePlus Edition 6-37 Setting an IVR Mes sage Service as Default The first IVR Service that was defined in the sy stem, is automatically set as the default IVR Service. However , if several services are defined for t he MCU, you can choose another service as t he default IVR Service.
Chapter 6 - IVR and Entry Queue Services 6-38 Modifying IVR Message Service Properties Y ou can change one or several p roperties of a de fined IVR Service, at th e setup stage. T o modify the properties of an IVR Service: 1. List the IVR Serv ices define d in the system.
MGC Manager User ’s Guide - V oicePlus Edition 6-39 Assigning IVR Services to Conferences IVR Message Services enable the c onfer ence participa nts and the chairperson to perform various operations from their endpoints using DTMF codes, and and to utilize the SilenceIT and Roll Call features.
Chapter 6 - IVR and Entry Queue Services 6-40 Defining a New Entry Queue Message Service An Entry Queue Message Service is a su bset of an IVR Message Se rvic e that is used with Entry Queues. It inclu des a set of voice prompts that are used to guide the caller to the appropria te conf erence.
MGC Manager User ’s Guide - V oicePlus Edition 6-41 The Entry Queue Message Service dialog box open s. This dialog box enable s you to define the general parame ters of the Entry Queue Service.
Chapter 6 - IVR and Entry Queue Services 6-42 4. Click Next . The W elcome Message dialog bo x opens. This dialog box contains a limited set of options that are i d entical to those defined i n the IVR - W elcome Message dialog bo x. 5. Select Enable W elcome Messages to enable a welcome mes sage whe n the participant connects to the conference.
MGC Manager User ’s Guide - V oicePlus Edition 6-43 6. Define the foll owing par amet er s: T able 6-12: IVR Properties - Welcome Message Field/Option Description General Welcome Message • Message – to be played when the participant first connects to the conferencing servi c e and en ters the Entry Queue.
Chapter 6 - IVR and Entry Queue Services 6-44 7. Click Next . The Confer ence ID dialog box opens. 8. T o assign the audio file to the message type, clic k the appropriate t able entry . The message type appear s at the bottom of the table an d t he drop-down list displays the names of the audi o files stored in the MGC unit’ s memory .
MGC Manager User ’s Guide - V oicePlus Edition 6-45 9. Click Next . The Operator Assistance dialog box opens. 10. Sel ect Enable Operator Assistance to enab le operato r assistanc e when the participant waits in the IVR q ueue and during th e conference.
Chapter 6 - IVR and Entry Queue Services 6-46 12. Select the Enable Operator Assistance on Failure check box to enable operator assistance when t he participant fa ils to correctly access t he conference.
MGC Manager User ’s Guide - V oicePlus Edition 6-47 Assigning Entry Queue Serv ices to an Entry Queue T o enable the system to route parti cip ants to their conferences accordi ng to the conference Numeric ID or pa ssword (depend in g on the MCU configur ation), an Entry Queu e Service mu st be assigned to the E ntry Queue.
Chapter 6 - IVR and Entry Queue Services 6-48 Connecting to a Conferen ce from an Entry Queue When a confer ence is acce ssed through an Entry Queu e and an IVR Servic e is assigned to the conference, the connectio n to the conference is made i n two stages.
MGC Manager User ’s Guide - V oicePlus Edition 6-49 V iewing the Audio Messages St atus The number of messages that can be do wnloaded to the MGC un it’ s Audio+ card is define d in the “system.c fg” file. The audio files for the messages and voice prompts are sorted and stored in groups according to their dur at i on.
Chapter 6 - IVR and Entry Queue Services 6-50 to their durat io n. The list also displa ys the file’ s na me and its downlo ad status. The Messages Occupancy pane shows: — The maximum number of audi o messa ges for each ca tegory that can be stored on the Audio+ card, as co nfigured in the “system.
MGC Manager User ’s Guide - V oicePlus Edition 6-51 Printing IVR/DTMF Codes Y ou can print the list of operations and their corresponding DTMF codes defined in th e IVR Messag e Service. Da ta may be sent to a printer , saved to a file or copie d to a clipbo ard.
Chapter 6 - IVR and Entry Queue Services 6-52 5. Click OK . If you select the Report T o - File option, a browser dialog bo x opens. 6. Enter the file name, select the de stination directory and then click Save .
MGC Manager User ’s Guide - V oicePlus Edition 6-53 Default IVR Prompt s and Messages The system is shipped with the followi ng au dio prompts and message s: T able 6-16: Default IVR Messages Message T ype Message T ext File Name Welcome (unified) “Welcome to Polycom Conferencing.
Chapter 6 - IVR and Entry Queue Services 6-54 Personal code request “Please enter your personal code. Press the pound key ( # ) when complete.” PINRQST .ACA Personal code failure “Invalid personal code.” PINF AIL.ACA Press any key “Press any key to enter the conference.
MGC Manager User ’s Guide - V oicePlus Edition 6-55 General: Change passwo r d me nu “Press 1 to change conference password. Press 2 to change chairperson password. Press 9 to exit the menu.” PINCHANG .ACA General: Enter new confer en ce password “Please enter the new conference password.
Chapter 6 - IVR and Entry Queue Services 6-56 General: Self mute indication “Y ou are now muted.” SELFMUTE.ACA General: Self unmute i ndication “Y ou are no longer muted.” MUTEEND.ACA General: Max. number of Conf. participants exceeded “The conference is full.
MGC Manager User ’s Guide - V oicePlus Edition 6-57 General: Chairperson Help menu1 “The available touch-to ne keypad actions are as follo w s: • T o exit this menu press any key . • T o request private assistance, press S tar ( * ), 0. • T o request operator ’s assistance for the conference, press 0, 0.
Chapter 6 - IVR and Entry Queue Services 6-58 General: Participant Help menu “The available touch-tone keypad actions are as follows: • T o exit this menu press any key . • T o request private assistance, press star ( * ), 0. • T o mute your line, press star ( * ), 6.
MGC Manager User ’s Guide - V oicePlus Edition 6-59 General: Invite Help menu “The availabl e touch-tone keypad actions are as follo w s: • T o exit this menu press any key . • T o obtain an outside line and dial out to an invitee, press star( * ), 4.
Chapter 6 - IVR and Entry Queue Services 6-60 Roll Call: User name recording request “After the tone, please state your name.” NAMERCRD.ACA Roll Call: Playing the recorded name for the user to get confirmation “The name yo u have recorded is...(here the system will play th e name)” NAMEIS.
MGC Manager User ’s Guide - V oicePlus Edition 6-61 SilenceIT : Return to the conference muted “T o return to the conference muted, press 2 .” SLNRTMUT .ACA SilenceIT : Unmute and return to the confer en ce “T o unmute and retu rn to the conference , pre ss 1.
Chapter 6 - IVR and Entry Queue Services 6-62.
7-1 7 Attended Conferencing An operator Attended co nference is a service designed usually for large conferences and can contain both dial-i n and dial-out participants. In many attended conferences, the name a nd th e telephone number of each dial -out participant is gi ven to the operator at the time t he reservation is made.
Chapter 7 - Attended Con ferencing 7-2 Attended - In the Attended stage, participants are moved to the Operator conference, where after a sh ort co nversation with the participant, t he operator moves each partic ipant to the app rop riate conference (Hom e conference) or places them on hold.
MGC Manager User ’s Guide - V oicePlus Edition 7-3 Requirement s for an Attended Conference A conference can be defined set as attend ed or unattended by setti ng the IVR Service to attended mode.
Chapter 7 - Attended Con ferencing 7-4 IVR Service set to Wait for operator assistance The IVR Service assigned to th e conference must be set to On Hold for Operator Assistance in the Welcome Message dialog box. In this mode, when th e participants connect to the conference, they are aut omatically move d to the Participants Queue.
MGC Manager User ’s Guide - V oicePlus Edition 7-5 Defining an Operator Conference Y ou can define an Operator Conferenc e directly or de fine an operator reservation. The Operator conference na me is derived from the operator name currently connected to the MC U from the same workstation.
Chapter 7 - Attended Con ferencing 7-6 The conferen ce type is set to Operator . The name of the On Going Operator Conference or Reservat ion is taken from the Operator’ s login name. This name ca nnot be modifie d. No password is required. 2. Y ou can mo di fy the conf erence du ration.
MGC Manager User ’s Guide - V oicePlus Edition 7-7 5. Click the Participants tab. The Confer ence Pro perties – Parti cipants dialog bo x opens. In an Operator Conference, one pa rticip ant must be define d - the operator . Th e operat or adds t he seco nd partici pant i nteractiv ely duri ng an On Going Conference.
Chapter 7 - Attended Con ferencing 7-8 7. Click OK . The Operator confer ence is added to the list of On Going Conferences. The Audio Only Oper ator confer ence is identifie d by the i con: - Audio Only Op erator conference . The Operator icon is used to identify t he operator partic ipating in an Operato r conferen ce.
MGC Manager User ’s Guide - V oicePlus Edition 7-9 Setting the Particip ant s Connection to the Conference to Attended Mode The participant connect io n to the conferenc e is set to Attended Mo de e.
Chapter 7 - Attended Con ferencing 7-10 Setting the Conference Co nnection to Attended Mode The connection to th e confe rence is set i n the IVR Service a ssigned to the conference by selecting “On-hold for Operators Assistance” in the IVR - W elcom e Message dialog box.
MGC Manager User ’s Guide - V oicePlus Edition 7-11 Particip ants Queue Management The Participants Queue window lists all the parti cipants waiting fo r the operator ’ s assistance.
Chapter 7 - Attended Con ferencing 7-12 Listing Particip ants in th e Particip ant s Queue Window The Participants Queue list contains al l the participants who are currently waiting for operator assistance and th e part icipant who is currently bei ng assisted by the operator in the Operator conference.
MGC Manager User ’s Guide - V oicePlus Edition 7-13 The Par ticipan ts Queue wind ow can be moved to any position on scr een and you can config ure its size as you can do wit h th e MGC Manager Main W indow and the T emplates window .
Chapter 7 - Attended Con ferencing 7-14 Particip ants Queue T oolbar The Participants Que ue toolbar is enabled when an Operator Conference is running and a Partic ipant icon o r Operator icon is selected.
MGC Manager User ’s Guide - V oicePlus Edition 7-15 Using Participant s Queue Filt ers Y ou can determine the types of participant s to be displayed in the Participants Queue window by creating filters that set criteria acc ording to which participants appe ar in the list.
Chapter 7 - Attended Con ferencing 7-16 3. Click t he Participants Queue Filter butt on. The Participants Queue Filter dialog box opens. 4. Enter the Filter n ame to save it in th e database for future use.
MGC Manager User ’s Guide - V oicePlus Edition 7-17 Y ou can define the following filte ring parameters. T able 7-5: Participants Queue Filter Options Field/Option Description Filter Name Enter the name of the Filter . If you are modifying the parameters of an existing filter , enter a ne w name to mod ify the filter name.
Chapter 7 - Attended Con ferencing 7-18 Dial-In Numb ers (cont.) T o define the dial-in nu mb ers: 1. Click the plus [+] icon to add a range of dial-in numbers. The Add Dial-in Rang e dialog box opens. 2. In the First Phone Number box ente r the first dial-in number in the range of numbers to be used for filtering.
MGC Manager User ’s Guide - V oicePlus Edition 7-19 5. Once the filter is define d, yo u can preview its selection by clicking the Preview button. 6. If you want to furthe r mod ify it, do so or save the filter for futu re use by selecting th e Add to Favorites option.
Chapter 7 - Attended Con ferencing 7-20 T o use filters: Y ou can filter the l i st of participants displayed in the Pa rticipants Queue window at any time b y se lec ting a different fi lter from the list of saved filters. • T o filter th e Participants Qu eue window , select a filter from the list.
MGC Manager User ’s Guide - V oicePlus Edition 7-21 2. Click Ye s to confirm the deletion. The filter is removed from the Filters list. The Attended Particip ants Dialog Box T o connect participan t.
Chapter 7 - Attended Con ferencing 7-22 In the Attended Participant box, enter the partic ipant name, and general information ( User Defined fields), chang e the participant status to VIP and/or chairperson, and modify the listening and broadcasting volumes.
MGC Manager User ’s Guide - V oicePlus Edition 7-23 User Defined 1-4 (Title) In any or all of the four User Define d fields, enter general information for the participant, such as the particip ant’s email address, telephone number , company name, location, or any required information.
Chapter 7 - Attended Con ferencing 7-24 Apply If you have modified any of the participant volume levels (Broadcasting or Listening), click this button to apply the changes and a ffect the particip ant volume. If any of the other participant properties were modified, click this button to update the Participant Properties - Identification parameters.
MGC Manager User ’s Guide - V oicePlus Edition 7-25 Search In Select the list to be used to search for t he destination conference according to the Search Va l u e . • Ongoing meetings - the system searches for the destination conference in the li st of On Going Conferences running on the connected MCU.
Chapter 7 - Attended Con ferencing 7-26 S tart Meeting Room Y ou can move a participant to a Mee ting Room only if the Me eting Ro om is ac tive. However , the first participant connecting to the Meeting Room cannot be moved from the attended Participants Queue to the Meeting Room unless it is first manually activated.
MGC Manager User ’s Guide - V oicePlus Edition 7-27 Next By Determines the sort order of the Participants Queue. When t he Auto Attend Next Participant is selected, this field determines who is the next participant in line that should be automatica lly moved to the Operator conference.
Chapter 7 - Attended Con ferencing 7-28 Include On Hold Participants Select this check box to include participant s placed on hold in the list of participant s to which the Auto Attend Next Participant option applies.
MGC Manager User ’s Guide - V oicePlus Edition 7-29 Moving the Attended Particip ant to the Destination Conference T wo options are ava ilable to connect the part icipant to th e destination confere.
Chapter 7 - Attended Con ferencing 7-30 “Moving a Particip ant from one Confer ence to Another” for additional options. • If the participant’ s conference is not running, you can click New Conference in th e Conferences box to st art a new co nferen ce for the participant, then select the conference a nd click Move .
MGC Manager User ’s Guide - V oicePlus Edition 7-31 • In the Atte nded Participant window , click th e To H o m e C o n f button. Alternatively , press the selected sho rtcut key co mbination as i.
Chapter 7 - Attended Con ferencing 7-32 Click Ye s to attend a partic ipant that was plac ed on hold. Click No to leave the part icipan t on hold in the Partici p ants Queue . T o place a partic ipant On Hol d: • In the Attended Participant window , click the Hold button.
MGC Manager User ’s Guide - V oicePlus Edition 7-33 Operator Joining a Conference An operator can join a conference for a sh ort announ cement or to chec k the conferen ce status .
Chapter 7 - Attended Con ferencing 7-34 Managing Attended Particip ant s from the Browser , St atus and Monitor Panes The same operations that can be perform ed in the Participants Queue W indow can a.
MGC Manager User ’s Guide - V oicePlus Edition 7-35 • Br owser and Status pane, Participants Queue list • Participants Queu e window.
Chapter 7 - Attended Con ferencing 7-36 Performing Operations us ing the Right-Click Men u Moving a Particip ant to the Operator Conference T o move a participant to the Operat or conference from the On Goi ng Conferences list: 1. In the Br owser , S tatus, or Monito r panes, display the list of participants in the On Goin g Confere nc e.
MGC Manager User ’s Guide - V oicePlus Edition 7-37 T o move a partici pan t to the Oper a tor conference from the Par ticipants Queue tree or Participants Queue window: 1. Display t he list of part icipants in the Partic ipants Queue in the Br owser or S tatus pane, or in the Partici pa nts Queu e wi ndow .
Chapter 7 - Attended Con ferencing 7-38 A list of conferences appears. — Click the name of the Home Conf erence to which to move the participa nt. b. Using the T o Home Conference option in th e ri ght-click menu: Right-click t he icon of the att ended particip ant and then click To Home Conf .
MGC Manager User ’s Guide - V oicePlus Edition 7-39 T o move a part icipant to his/her Home conference fr om the Participants Queue tree or the Participants Queue window: 1. Display t he list of part icipants in the Partic ipants Queue in the Br owser or S tatus pane, or in the Partici pa nts Queu e wi ndow .
Chapter 7 - Attended Con ferencing 7-40 The participant connects to the Home conference a nd is removed from the Parti c ipants Queue and/ or the Ope rator co nf erence . The Attended or Hold icon in the S tatus column of the Monitor and S tatus panes disappears.
MGC Manager User ’s Guide - V oicePlus Edition 7-41 1. In the Br owser , S tatus, or Monitor pane, display the list of part icipants in the Oper ator conf erence. 2. Right-clic k the icon of t he participant to be pl aced on hold , and then click Hold .
Chapter 7 - Attended Con ferencing 7-42 Performing Operations Using the Particip ants Queue T oolbar Y ou can perform op erations using t he Participants Queue t oolbar from the following panes and li.
MGC Manager User ’s Guide - V oicePlus Edition 7-43 Performing Operations Using Shortcut Keys Y ou can perfor m operations u sing shortcut key s from the follow ing panes and lists: • Br owser , S.
Chapter 7 - Attended Con ferencing 7-44 Moving a Particip ant Interactively Y ou can drag an d drop a particip ant to the Operator or Ho me conference from the following pan es and lists: • Br owser.
MGC Manager User ’s Guide - V oicePlus Edition 7-45 3. Move the selec ted participants to their destin ation conferences, using one of the following methods: a. Using the T o Home Conference option in the right-click menu: — Right-click the icon of one of the highlig hted participants, and then click To H o m e C o n f .
Chapter 7 - Attended Con ferencing 7-46.
8-1 8 Recording The Polycom Readi Recor der is fully integrated with Polyco m’ s MGC Manager applicat ion and can be accessed by means of the Polycom web interfaces - the W ebCommander application, and the prod uc t’ s own W eb site.
Chapter 8 - Recording 8-2 Figure 8-1 shows the system components , connections and data flow of the system. Figure 8- 1: Readi Recor der System and Connectivity System Setu p Recording of conferences is performed over a PSTN/ISDN or an IP (H.323) connection establis hed between the conferencing MCU and the Readi Recor der .
MGC Manager User ’s Guide - V oicePlus Edition 8-3 recording and play back processes by the conference part icipants. For the setup workflow , see “Recording Syst em Setup Procedures” on page 8-4.
Chapter 8 - Recording 8-4 Download a nd Playback Users can easily download rec ordings to a local PC o r listen to them from a telephone or on the W eb. T o acce ss the files stored on the Readi Recor der , the user must submit the Recording ID (via DTMF) or login t o the W eb site and select the recording to listen to or do wnload.
MGC Manager User ’s Guide - V oicePlus Edition 8-5 Conferencing MCU Setup Assuming that the MGC Manager is alread y i nstalled on your work station, perform the following tasks to set up the MCU for recording: 1. Configure the Recordin g Li nk between the conference an d t he recorder .
Chapter 8 - Recording 8-6 When thes e componen ts are co nf igured , you will be able to record the recording-enabled co nferences ru nning on your MCU and to monito r the recordings and play backs on the Readi Recor der .
MGC Manager User ’s Guide - V oicePlus Edition 8-7 Setting up Recording for Conferences This description of how to set up the recording fu nctions for confer ences explains only th e procedures relevant to the Readi Recor der .
Chapter 8 - Recording 8-8 • Recor ding Servi ce – the name of t he Recor ding Service you defined for the Read i Recor der (for IP Recording Links ) , and the dial-in number assigned to the Record.
MGC Manager User ’s Guide - V oicePlus Edition 8-9 T able 8-1: Recording Link Properties Field/Option Description Name Enter the name for the Recording Link. Interface T ype Select the type of connection between the Readi Record er and the conferencing unit: • ISDN • T1-CAS • H.
Chapter 8 - Recording 8-10 3. Click OK . The link you defined is li sted in the MCU Conf i guration under the Recor din g Links icon. Y ou can now assi gn th e link to the conferences that you want to record. H.323 If you selected an H.323 link to the Readi Recor der , enter the requi r ed p arameters: • Alias and Recording Service Name - The H.
MGC Manager User ’s Guide - V oicePlus Edition 8-11 Defining Recording Functions in IVR Service For the conferencing MCU , you need to define an IVR Message Service wi th activated record in g me ssage s and DTMF codes.
Chapter 8 - Recording 8-12 4. In the DTMF Codes dialog bo x, scroll down the list of messages to the the three record ing messages: — Start Recording — Stop Recording — Pause Recording 5.
MGC Manager User ’s Guide - V oicePlus Edition 8-13 Enabling Recording for a Conference This procedur e is identical for all types of conferences. T o enable recording for a confer ence: 1. In the Confer ence Pr operties - Settings dialog box, i n the Message Service T ype box, select IVR .
Chapter 8 - Recording 8-14 5. In the Recor ding pane: a. Sele ct the Enable Recording option to enable rec ording. b. In the Recor ding Li nk Na me list, sele c t the requir ed link acc ording to the conference Netw ork connections. For an IP-only conf erence, use an IP Record ing Link.
MGC Manager User ’s Guide - V oicePlus Edition 8-15 Recording with MCU V ersion 7.05 In a configurat ion involvin g MCU v .6.11 or later and MGC Manager v . 6 or later , you can record conferences with Readi Recor der , using the following procedure.
Chapter 8 - Recording 8-16 e - The recording will be assigned the chairperson password of the recorded conference b – The recordin g wi ll be assig ned the co nference billing co de 3.
MGC Manager User ’s Guide - V oicePlus Edition 8-17 Recording and Playback Using Prairie Systems Prairie Systems provide audio recording an d playback services for conferen cing, th at you can use with the MGC. T o connect to the Prairie Systems recording facility and make recordings, a spe cial Recor ding Port participant must be defined.
Chapter 8 - Recording 8-18 A particip ant funct ioning as a recording po rt activ ates the Prai rie recor ding system. The foll owing information i s required to defin e a recording po rt: • The nam.
MGC Manager User ’s Guide - V oicePlus Edition 8-19 — Extension text pr efix (Ext;, ext;, EXT ; are permitted) - Code indicating th at a string con sisting of a series of digits are to b e used during dial-u p and connec ti on to the Prairie system.
Chapter 8 - Recording 8-20 3. In the Connec tio n T ype field, select Dial-out . 4. In the Participan t Phone Numbers fiel d enter Prairie’ s phone number . 5. In the Interface T ype field, make sure that ISDN is selected. 6. Select the Au di o On ly check box.
MGC Manager User ’s Guide - V oicePlus Edition 8-21 is the DTMF code for a dial-out, and 9 repres ents the first digit assigned to the particip ant in the Name fie ld in the Pr operties - Identification dialog bo x.
Chapter 8 - Recording 8-22 Modifying System.cfg This following sy stem.cfg flag s are relevant to the Readi Recor der and should be modified when required.
MGC Manager User ’s Guide - V oicePlus Edition 8-23 The following table lists the system.c fg flags you can check and modi fy . T able 8-2: ReadiRecor der system.cfg Flags Section / Default Flags and V alues Required Va l u e Description Audio Plus SINGLE _ PART Y _ HEARS _ MUSIC = NO NO No need for background music.
Chapter 8 - Recording 8-24 For more info rmation on system c onf iguration, refer to the MGC Mana g er Administrator ’ s Guide. General PREFERRED _ PORT = 80 80 Default unsecured port. PREFERRED _ SECURED _ PORT = 443 4 43 The default secured port required for SSL certified connections.
MGC Manager User ’s Guide - V oicePlus Edition 8-25 Conferencing MCU syste m.cfg flags The following table lists the system.c fg flags you can check and modi fy: Section / Default Flags and V alues .
Chapter 8 - Recording 8-26.
A-1 A Appendix A: Glossary This appendix lists the terms and abbreviations t hat relate to the MGC function alities and tec hnologies , and are commonly used in the MGC M anager do cumentat ion. Abbreviation/ Te r m Explanation AMI Alternate Mark Inversion.
Appendix A: Glossary A-2 Bandwidth Defines the information carryi ng capacity of a channel. In analog systems, it is the dif f erence between the highest frequency that a channel ca n ca rry and the lowest, measured in hertz.
MGC Manager User ’s Guide - V oicePlus Edition A-3 CAS Channel Associated Signalling. An interface for Audio Only conference participants. See also T1-CAS. CIF , 4CIF , QCIF Common Interme diate Format, an optional part of the ITU-T H.261 and H.263 standards.
Appendix A: Glossary A-4 E1 line An 2 Mb digital switched line used in Europe. Endpoint An end point is any conferencing unit or participating/ connected party . G. 7 1 1 ITU-T audio al gorithm, 64Kbps, 3.4 kHz. G. 7 2 2 ITU-T audio algorithm, 64Kbps, 7 kHz.
MGC Manager User ’s Guide - V oicePlus Edition A-5 H.320 ITU-T standard that defines how the H-series video conferencing recommendations work to gether. H.323 ITU-T standard for audio, video and data communications across IP-based (LAN) ne tworks, including the Internet.
Appendix A: Glossary A-6 Network Service A collecti o n of spans from a fi xe d se rvi ce pr ovider . Network services can be any of the following types: • Private Network • Public Utility , inclu.
MGC Manager User ’s Guide - V oicePlus Edition A-7 T. 1 2 0 A standard for data and application sha ring. Users can share and manipulate data as if they were in the same room. T1-CAS,T1 Line An 1.5 Mb digital switched line used in the United St ates.
Appendix A: Glossary A-8.
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