User's Manual

Polycom® RealPresence Collaboration Server (RMX) 1500/2000/4000 Administrator’s Guide
7-8 Polycom, Inc.
IVR Provider Entry Queue (Shared Number Dialing)
In an environment that includes a DMA, the Collaboration Server Entry Queue can be
configured to provide the IVR Services on behalf of the DMA to SIP endpoints. It displays
the Welcome Slide, plays the welcome message and retrieves the destination conference ID
that is entered by the participant using DTMF codes.
To enable this feature, a special Entry Queue that is defined as IVR Service Provider only is
created. This Entry Queue does not forward calls to conferences running on the
Collaboration Server and its main functionality is to provide IVR services.
Call Flow
The SIP participant dials the DMA Virtual Entry Queue number, for example
[e-mail].
The DMA forwards the SIP call to the Collaboration Server, to a special Entry Queue that is
configured as IVR Service Provider Only. The participant is prompted to enter the conference
ID using DTMF codes.
Once the participant enters the conference ID, the conference ID is forwarded to the DMA,
enabling the DMA to connect the SIP endpoint to the destination conference or create a new
conference and connect the participant to that conference.
Guidelines
• An Entry Queue defined as IVR service provider only does not route the SIP call to a
target conference and it cannot be used to rout calls on the Collaboration Server. In such
a configuration, the DMA handles the calls
. Therefore, normal Entry Queues must be
defined separately.
• Operator Assistance must be disabled in the IVR Service assigned to this Entry Queue.
• Only the conference ID prompts should be configured. Other prompts are not
supported in IVR Service Provider Only configuration.
• PSTN, ISDN, H.323 calls to this Entry Queue are rejected.
• The DMA must be configured to locate the IVR Service Provider Only Entry Queue on
the Collaboration Server. To locate the Entry Queue the DMA requires the Entry
Queue’s ID number and the Collaboration Server Signaling IP address (xxx.xx.xxx.xx).
Collaboration Server Configuration
Entry Queue IVR Service
If required, create a special Entry Queue IVR Service in which the Operator Assistance option
is disabled and only the Conference ID prompts are enabled.