MGC Manager User’s Guide VoicePlus Edition, Version 7.
Copyright © 2006 Polycom, Inc. All Rights Reserved Catalog No. DOC2066F Version 7.5 Proprietary and Confidential The information contained herein is the sole intellectual property of Polycom, Inc. No distribution, reproduction or unauthorized use of these materials is permitted without the expressed written consent of Polycom, Inc. Information contained herein is subject to change without notice and does not represent a commitment of any type on the part of Polycom, Inc.
Canadian Department of Communications (EC) Declaration of Conformity Polycom Inc., declares that the Polycom VoicePlus with NET-2/4/8 card is in conformity with the following relevant harmonized standards: EN 60950: 1992 Including Amendments 1,2,3 & 4 EN 55022: 1994 EN 50082: 1997 Complies with the provisions of the Council Directive 1999/EC on radio and telecommunication terminal equipment and the recognition of its conformity. Notice: The Industry Canada label identifies certified equipment.
MGC Manager User’s Guide - Volume I Table of Contents VoicePlus Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 About the MGC Manager User’s Guide VoicePlus Edition ................1-2 VoicePlus Main Features .....................................................................1-3 System Requirements ...................................................................1-5 Prerequisites .................................................................................
Table of Contents Conference Access for Dial-out Participants ............................. 2-13 Defining New On Going Audio Conferences ................................... 2-14 General Properties ..................................................................... 2-16 Settings Parameters .................................................................... 2-21 Participants ................................................................................ 2-28 Recording ....................................
MGC Manager User’s Guide - Volume I Participants Queue ......................................................................3-23 Conference Level Monitoring ............................................................3-24 Participant Level Monitoring .............................................................3-28 Monitoring ISDN/Telephone Participants ..................................3-29 Checking the Status of VoIP Participants ..................................
Table of Contents Removing Participants from the Q&A Queue .................... 4-41 Clearing Q&A Queues ........................................................ 4-41 Managing Voting Sessions ........................................................ 4-42 Conducting a Voting Session .............................................. 4-43 Viewing and Saving Voting Results ................................... 4-47 Placing a Conference On Hold ..................................................
MGC Manager User’s Guide - Volume I Dialing in to an Entry Queue ......................................................5-19 IVR and Entry Queue Services . . . . . . . . . . . . . . . . . . . . . . . 6-1 Conference Access .......................................................................6-2 Directly ..................................................................................6-2 IVR Queue Access .................................................................6-2 Entry Queue Access ..............
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1 VoicePlus Overview VoicePlus is the conferencing system of the Polycom MCU that enables Audio Only conferencing. The VoicePlus system includes special features such as the Interactive Voice Response (IVR) functionality, chairperson blast dial-out to multiple pre-defined participants, chairperson and participant DTMF code control of conferences, voting and Question & Answer management, Ad Hoc Auto Cascading, VTX 1000 Resource allocation and more.
Chapter 1 - VoicePlus Overview About the MGC Manager User’s Guide VoicePlus Edition The VoicePlus Edition includes information required to set up and monitor On Going Audio Only Conferences, Audio Only reservations, define Audio Only participants and configure the IVR modules.
MGC Manager User’s Guide - VoicePlus Edition VoicePlus Main Features The Polycom VoicePlus conferencing system offers a comprehensive range of capabilities for audio conferencing: Scheduling methods Conferences can be started immediately or scheduled in advance on the Polycom MCU by means of the following applications: • • • • Windows-based MGC Manager Browser-based WebCommander Microsoft Outlook using the MGC Personal Scheduler add-on Polycom ReadiManager application Conference scheduling options • •
Chapter 1 - VoicePlus Overview • • • • • • • • • • • • • • • Single telephone number can be associated with all conferences Reservation of resources at the conference setup stage User defined fields for additional conference and participant information Chairperson features and control Presentation (operator guidance) Conference locking Access to external recording devices Use of Roll Call and conference greetings Mute-on access (Mute all incoming parties) Self Mute SilenceIT - automatic muting of noisy li
MGC Manager User’s Guide - VoicePlus Edition • • • • • • • • • • • • • • Mute and unmute participants Control individual broadcasting and listening audio volume Manually and automatically extend the conference duration Lock and unlock the conference to dial-in and all other participants Move a participant from the main conference to a side area for one-toone conversation with the Operator Terminate the conference before its scheduled end time Manage Question-and-Answer queues Control voting (polling) sess
Chapter 1 - VoicePlus Overview • Minimum 64 MB RAM (recommended 128 MB) • Windows 98®, Windows ME®, Windows NT®, Windows 2000® or Windows XP®operating system • Modem (optional) • Network capabilities - TCP/IP For detailed information about how to install the MGC Manager application, how to connect to the MGC unit and how to use its main window, menus and toolbar buttons, refer to the MGC Manager User’s Guide, Volume I, Chapter 3, “MGC Manager Basics.
MGC Manager User’s Guide - VoicePlus Edition Table 1-1: VoicePlus Commands Shortcut Keys Command Shortcut Key Function New + Used to create a new User Templates file or a new Reservation Templates file. Open + Opens the User Templates directory or the Reservation Templates directory. Used to view and open the contained files.
Chapter 1 - VoicePlus Overview Table 1-1: VoicePlus Commands Shortcut Keys (Continued) 1-8 Command Shortcut Key Function Connect Participant/ Disconnect Participant + + Connects or reconnects a participant to an On Going Conference. Disconnects a participant from the On Going Conference. Note: To select several participants, use the standard Windows conventions. Mute Audio/ UnMute Audio + + Mutes the participant’s audio channel.
MGC Manager User’s Guide - VoicePlus Edition Table 1-1: VoicePlus Commands Shortcut Keys (Continued) Command Shortcut Key Function Join to Conference Enables the operator to temporarily join an On Going Conference, for example for short announcements or assistance. End Join Operation Enables the operator to return to the Operator Conference. Attend Next Party Moves the next participant in line from the Participants Queue to the Operator Conference, for assistance.
Chapter 1 - VoicePlus Overview • “Expand a tree” means to click on the plus sign (+) next to it or doubleclick the icon to display the dependent branches. • Tips and notes are indicated by an icon and appear in a special format on a gray background. For example: This is an example of the type of note that you encounter in this User Guide.
MGC Manager User’s Guide - VoicePlus Edition Audio Look & Feel The MGC Manager application that is used for Audio Only conferencing can be set to the Audio Look & Feel mode to hide all video associated functions and display only Audio Only parameters. To set the MGC Manager to Audio Look & Feel: 1. On the Options menu, click Audio Look & Feel. A check mark appears next to Audio Look & Feel, indicating that this mode is active. All video related functions and dialog boxes are hidden. 2.
Chapter 1 - VoicePlus Overview Audio Only Conferences The MGC Manager provides various methods to set up and schedule conferences. Each method is represented in the MCU tree by a name and an icon. After the scheduling method is determined, you must select a conference type, and determine how the participants connect to the conference:. Participants can connect to the conference by an accessing method such as Entry Queue, conference IVR Queue, or directly and by the conferencing service level, i.e.
MGC Manager User’s Guide - VoicePlus Edition When you first start the MGC Manager application, the Reservations in Database window automatically opens listing the Default group in the Root tree. Figure 1-1: Reservations in Database Window You can push or drag the Main window sizing handle to resize the window and display the Reservations in Database window beside or beneath the Main window.
Chapter 1 - VoicePlus Overview To start an On Going Conference from a default Reservation template: 1. Display the Reservations Database window. 2. 1-14 a. If the Reservations Database window is closed, open it. For a detailed description of the Reservations Database window, see the MGC Manager User’s Guide, Volume I, Chapter 3, “Default Reservation Templates”. b.
MGC Manager User’s Guide - VoicePlus Edition 3. To start an On Going Audio Only Conference, right-click the icon of the Default-Audio template and then click Start Immediately. — If you are connected to more than one MCU, an arrow appears next 4. to Start Immediately option. Click the arrow to display the list of MCUs and then click the name of the MCU to use for running the conference.
Chapter 1 - VoicePlus Overview Connecting to an On Going Conference You can add dial-out participants to the conference either by selecting the participants from the Participant database, from a User Template file or by defining them directly during the On Going Conference. For a discussion on adding participants directly to the conference, see Chapter 4, “Adding New Participants to a Conference” on page 4-22.
MGC Manager User’s Guide - VoicePlus Edition Undefined Dial-in H.323 Participants Undefined participants connect to the conference by entering the IP Network Service Prefix and the Entry Queue conference Numeric ID or name in the following format: [IP Network Service Prefix][Numeric ID/Name]. For conferences defined as Meet Me per Conference or Meeting Rooms, the Network Service prefix is displayed in the Status pane of the MGC Manager.
Chapter 1 - VoicePlus Overview 1-18
2 Defining Standard Audio Only Conferences and Reservations About Conferences The MGC unit enables you to run different types of conferences, use different scheduling methods and provide different methods of connecting to the conference. Conference Scheduling Methods The MCU system supports both scheduled and on-demand conferences. Scheduled conferences are arranged ahead of time or just before the conference starts.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations In Ad Hoc conferencing, participants connect to an Ad Hoc-enabled Entry Queue. Meeting Rooms are conferences that have no allocated resources on the MCU or a starting date and time. They are created once but remain on the MCU in Passive mode and can be activated as many times as required. When the conference ends, the conference reverts to the passive Meeting Room mode until the next activation.
MGC Manager User’s Guide - VoicePlus Edition Assistance option. When selected, callers must wait for the operator to connect them to the conference. In IVR-enabled conferences, in both Attended and Unattended modes, the participants or meeting organizer can control certain aspects of the conference. Operator assistance is available upon request. Unattended Conference An unattended conference is usually a reservationless conference that is started by the first participant who connects to the conference.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Participants Queue, where they wait for the operator to connect them to the conference. Usually, the Attended mode is configured either at the Entry Queue level or the conference level but not for both The On Going Conference can also be managed by the conference participants or the chairperson without the operator’s assistance.
MGC Manager User’s Guide - VoicePlus Edition Both Standard and Meeting Room conferences have the same conference parameters. The difference between them is the method by which they are scheduled and started, and what happens to the conference once it ends. IVR and Entry Queue Services Interactive Voice Response (IVR) is an application that allows participants to communicate with the conferencing system over the telephone or through their endpoint’s input device (such as a remote control).
Chapter 2 - Defining Standard Audio Only Conferences and Reservations MCU Configuration and Audio Only Conferences The functional modules (cards) installed in the MCU determine what kind of conference can run on the MCU. The Audio+ card is required to run IVR-enabled conferences and Entry Queue and Audio Only conferences. If no such card is available, an error message is displayed when defining any of these conferences.
MGC Manager User’s Guide - VoicePlus Edition Participant Roles Conference participants can have different functions: a standard participant, a chairperson, or an operator. • Standard participant - takes part in the conference, performing basic operations via the telephone using the touch-tone signals (DTMF codes). Participants can control their broadcasting and listening volume, mute or unmute their line, request operator’s assistance, invite new participants to the conference, vote and ask questions.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Participant Connection to Conference Participant connection to a conference is determined by the connection type (dial-in or dial-out), conference type (Attended, Unattended) and service (IVR, Entry Queue, Meet-Me Per Conference).
MGC Manager User’s Guide - VoicePlus Edition Direct Dial-In Access Participants can dial directly into the conference using the following methods: • Using the MCU dial-in number and defining the participants prior to the conference start. Participants are provided with the MCU dial-in number. When they connect to the MCU they are routed to their corresponding conference according to their Calling Line Identifier (CLI) number.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations H.323 participants dial the IP Network Service Prefix and the conference numeric ID. To simplify matters, the Network Service Prefix and the ISDN number prefix can be set to be the same number as the local phone exchange (e.g. 925) and the conference Numeric ID can be a four digit number matching the ISDN number allocated to the conference (e.g. 1222), so participants who dial 9251222 connect to conference1.
MGC Manager User’s Guide - VoicePlus Edition — Wait for the Operator’s assistance. The Entry Queue Service is set to 2. Attended mode (on hold for Operator assistance). Participants join the conference in one of the following ways: — Directly, without any additional operation from the participant’s endpoint. — Through the conference IVR queue where they enter the conference entry password, chairperson password or additional information. — Wait for the Operator’s assistance.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations When an IVR Service is assigned to the conference, participants are guided to the conference by voice prompts to use DTMF codes and are requested to enter the required (conference/chairperson) password. They can also be prompted for additional information such as their billing code. IVR Access The IVR Service and the Entry Queue Access can be used for Attended and Unattended conferences.
MGC Manager User’s Guide - VoicePlus Edition string, they are routed to the appropriate conference, and they enter the conference IVR queue. In the IVR Queue, they are prompted to enter the conference password and other information which they enter using the telephone touch-tone keypads. The callers are admitted to the conference when they have keyed in the appropriate conference password and/or chairperson password.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Defining New On Going Audio Conferences This section describes how to define a new Standard Audio Only conference. An Audio+ card must be installed in your MGC unit in order to run an Audio Only conference that uses the IVR Service. To define an On Going Audio Only Conference: 1. In the Browser pane, expand the MCU tree. 2. 2-14 Right-click the On Going Conferences icon and then click New Conference.
MGC Manager User’s Guide - VoicePlus Edition The Conference Properties dialog box opens, allowing you to define the various conference parameters. When defining a Standard conference, the Properties dialog box shows four setup tabs. The Meet Me Per Conference tab is displayed when defining Meeting Rooms and Meet Me Per conferences.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations — Meet Me per Conference – lets you define the properties of Meeting Rooms and Meet Me Per Conferences. This dialog box is enabled only when the Meet Me Per Conf option is selected in the General properties or when defining Meeting Rooms. — Recording – lets you define recording options for the current conference.
MGC Manager User’s Guide - VoicePlus Edition Table 2-1: Conference Properties - General (Continued) Field/Option Description 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 and Reservations Table 2-1: Conference Properties - General (Continued) 2-18 Field/Option Description Entry Queue Access Select this option when a single-dial Entry Queue is used for participant access to all conferences. Participants are routed from the Entry Queue to their “Home” conference using the conference Numeric ID or password, depending on the MCU configuration.
MGC Manager User’s Guide - VoicePlus Edition Table 2-1: Conference Properties - General (Continued) Field/Option Description User Defined 1-3 Enter general information for the conference, such as the company name, contact person’s name, email or telephone number, or any other required information. Note: • User Defined fields are displayed only if the Show User Defined Fields in Conference Parameters option is selected in the Database Manager -> Defaults ->User Defined Defaults.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-1: Conference Properties - General (Continued) 2-20 Field/Option Description Supported Network Select the type of network to be used by the conference participants. • IP – Only SIP and H.323 participants can join this conference. Note: This option enables you to select an audio algorithm specially suited for IP networks.
MGC Manager User’s Guide - VoicePlus Edition Settings Parameters 4. Click the Settings tab to define the conference settings. The Properties - Settings dialog box opens. The setup parameters in the Conference Properties - Settings dialog box are grouped in two main panes: General Settings and Media Settings. By default, only the Basic settings are displayed when you first open this dialog box. These are the parameters that you will usually need to modify. 5.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations The Advanced options remain on display until you click the <
MGC Manager User’s Guide - VoicePlus Edition Table 2-2: Conference Properties - Basic Settings (Continued) Field/Option Description Enable IVR Service Select this option to enable IVR (Interactive Voice Response) Services for the conference. IVR Services enable voice menus for guiding participants’ connections to conferences and interacting with the conference from the participant or chairperson telephone using touch-tone telephone codes (DTMF).
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-2: Conference Properties - Basic Settings (Continued) Field/Option Description VTX 1000 Select this option if participants are using the VTX 1000 PSTN endpoint for the same wide band, high quality audio used by video participants. The connection between the VTX 1000 and the conference is established through a modem, and therefore it requires the allocation of wide band resources.
MGC Manager User’s Guide - VoicePlus Edition Table 2-2: Conference Properties - Basic Settings (Continued) Field/Option Description Mute Meet Me Parties Select this option to automatically mute all undefined dial-in participants once they are connected to the conference. The participants can then be individually unmuted by the operator or the conference chairperson (through the WebCommander). Note: Valid for Meet Me Per Conference, Meeting Rooms and Entry Queue Access conferences and reservations.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-2: Conference Properties - Basic Settings (Continued) Field/Option Description After Last Quit x Min All the participants have disconnected from the conference, and the conference is idle for a predetermined time. The period is defined in the After Last Quit x Min field. Media Settings - Basic Audio Alg This parameter determines the audio compression ratio. The higher the ratio, the more processing resources are required.
MGC Manager User’s Guide - VoicePlus Edition Table 2-2: Conference Properties - Basic Settings (Continued) Field/Option Description Entry Tone / 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.) The tone is embedded in the MGC unit.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Participants Participants can be added to the On Going Conference either by selecting the participant templates from the Participant database or by defining them. When defining a participant during the definition of an On Going Conference, or after it has started, the participants default parameters are set according to the conference media and type.
MGC Manager User’s Guide - VoicePlus Edition To add participants to a conference: 7. Click the Participants tab to add participants to the conference. The Properties - Participants dialog box opens. If the conference includes dial-out participants, they should be defined here or assigned from a template. You have to define whether the dial-out participants will be automatically called by the MCU at the conference start time or if they will be manually connected by the operator or conference chairperson.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations option is automatically selected (and cannot be cleared) when defining Meeting Rooms or Entry Queue Access conferences. T1-CAS participants can be connected to conferences if T1-CAS is enabled for the conference. The appropriate flag must be set in the system.cfg file and a T1-CAS Network Service must be defined in the system.
MGC Manager User’s Guide - VoicePlus Edition Table 2-3: Conference Properties - Participants (Continued) Field/Option Description Pre-Defined Participants File Displays the full path and file name of the selected User Template file or database from which the Pre-Defined Participants list is read. To select the appropriate participant template source: • Click From Database to select another database Group.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-3: Conference Properties - Participants (Continued) 2-32 Field/Option Description Allow Undefined Parties Select this option to let undefined participants to connect to the conference. When enabled, undefined participants can connect to the conference until the maximum allowed number of participants (Max Participants) is reached, or until the MCU resources allocated to the conference are used up.
MGC Manager User’s Guide - VoicePlus Edition Table 2-3: Conference Properties - Participants (Continued) Field/Option Description New Click this button to define a new participant and add to the list of participants of this On Going Conference. You can save the new participant defined by this method (during the conference definition), in the database or in the current User Template file that is listed in the Pre-Defined Participants File box.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations b. Enter your Login Name and Password and click OK. The Open Parties in Database dialog box opens. c. If more than one database is configured in your system, select the appropriate database from the Database Name list. d. Filter the list of participants by clicking the Name and/or Label check boxes, entering the appropriate character string in the Name field and/or selecting the appropriate label from the drop-down list.
MGC Manager User’s Guide - VoicePlus Edition b. Using standard windows conventions, select the User Template file and click Open. The participants in the User Template file are listed in the Predefined Participants list. c. In the Pre-defined Participants list, select the participants to add to the conference and click the Add button. Recording This dialog box is used to enable recording the audio channel of the conference. It is intended for use with the ReadiRecorder.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations 11. Define the following parameters to record the audio channel of the conference: Table 2-4: Conference Properties - Recording Field/Option Description Enable Recording Select this option to enable recording. Recording Link Name If you enabled recording, select the required Recording Link from the list of the defined links. If left blank, the default recording link will be used.
MGC Manager User’s Guide - VoicePlus Edition Resolving Scheduling Conflicts Upon completion of scheduling a Reservation or an On Going Conference, the system checks for scheduling conflicts for individual participants.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations If a conflict is detected in the reservation or in an On Going Conference, the Participants Scheduling Conflicts window opens, listing the found data. The following information is displayed: Table 2-6: Participants Scheduling Conflicts Table Field/Option Description Requested Participants Lists the names of conflicting participants requested to join the conference currently being created.
MGC Manager User’s Guide - VoicePlus Edition Table 2-6: Participants Scheduling Conflicts Table Field/Option Conf. Type Description Indicates the conference type: • • Res. – Reservation Conf. – On Going Conference Start Time Date and start time of each conference. End Time Date and termination time of each conference. The MGC Manager application checks for conflicts on the MCU on which the reservation is being scheduled, while the WebCommander application checks for conflicts on multiple MCUs.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Listing On Going Conferences In the On Going Conferences list, you can view all conferences that are currently running. To view the On Going Conferences: 1. Expand the MCU tree, and then expand the On Going Conferences tree. The number of On Going Conferences appears between brackets next to the On Going Conferences icon and the conferences that are currently running are listed below.
MGC Manager User’s Guide - VoicePlus Edition Scheduling a New Reservation A Reservation is a conference that is scheduled to start sometime in the future. It is saved on the MCU and is automatically started when the scheduled date and time arrives. At the end of the conference it is deleted from the MCU. To schedule a new Reservation: 1. Expand the MCU tree. 2. Right-click the Reservations icon, and then click New Reservation.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations The Properties - Scheduler dialog box opens. By default, the system displays the current time as the start time of the conference. If you do not change the default date and time (current), the defined Reservation becomes an On Going Conference and will start immediately. 5.
MGC Manager User’s Guide - VoicePlus Edition Table 2-7: Reservation Properties - Scheduler (Continued) Field/Option Description Starting Time To select a time at which the conference should be started, set the starting time using either the 12H AM/ PM or the 24-hour format. (The time format is derived from the Operating System time format defined in the Regional Settings.) Highlight the hours or minutes in the box and either use the spin buttons to modify the displayed time, or type a time directly.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Defining Recurrent Reservations You can set up conferences to occur repeatedly by defining the recurrence pattern (frequency and day) and range (number of recurrences or the date on which they will end). The number of duplicate reservations is derived from the number of occurrences defined for the reservation.
MGC Manager User’s Guide - VoicePlus Edition Table 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. To exclude a certain day of the week (for example, the weekend), clear the check box. Recurrence Pattern (cont.) • Weekly – By default, the system selects the day of the week as set in the Scheduler calendar for the first reservation.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-8: Reservation Recurrence Settings (Continued) Field/Option Description Range of Recurrence Define the range of reservation recurrences: • End After [number of] Occurrences – Specify after how many recurrences the reservation will end. The default value is 1; the range is 1-2000. • End By [date] – Specify the date for the last occurrence of the recurring reservation.
MGC Manager User’s Guide - VoicePlus Edition Listing Reservations The Reservations defined on the MCU are stored in the Reservations list. To view the Reservations list in the Browser pane: • Expand the MCU tree, then expand the Reservations tree. The reserved conferences are listed in the Browser pane below the Reservations icon. The number of currently defined reservations appears between brackets next to the Reservations icon.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations End of Conference Reminder At a certain time during a conference, the End of Conference Reminder icon can appear in the Status or Monitor panes, reminding you (the operator) that the conference is due to end. You can then extend the duration of the conference if necessary.
MGC Manager User’s Guide - VoicePlus Edition Defining Participant Properties New participants can be defined directly during the conference definition or during the On Going Conference. You can also define participant templates either in the Participant Templates Database or the User Template file To define a new participant: 1. Use one of the following methods to open the Participant Properties Identification dialog box opens. a.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations The Participant Properties - Identification dialog box opens. 2. Define the following parameters: Table 2-9: Participant Properties and Identification Dialog Box 2-50 Field/Option Description Name Enter a unique name for the participant, using up to 80 characters. Connection Type Select the connection type: • Dial-in – Participants call the MCU at conference time. You provide the participant with the MCU’s dial-in number.
MGC Manager User’s Guide - VoicePlus Edition Table 2-9: Participant Properties and Identification Dialog Box (Continued) Field/Option Description Connection Type (cont.) • Interface Type Select the network type used by the participant to connect to the conference: • ISDN – for participants connecting via ISDN or PSTN lines. • • • Dial-out – At the predefined conference start time, the MCU calls the participant. When defining the participant, you must enter the participant’s number.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-10: ISDN/PSTN/T1-CAS Properties and Identification Dialog Box 2-52 Field/Option Description 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. Type the participant’s number (including country and area codes when required) to be dialed by the MCU when connecting the participant to the conference.
MGC Manager User’s Guide - VoicePlus Edition Table 2-10: ISDN/PSTN/T1-CAS Properties and Identification Dialog Box Field/Option Description Extension/ Identifier String Used with multi-step extension dialing and participants with PBX or IVR phone extensions. This field is used to enter the required data for the dialing. The string listed in the Name field consists of the following format: (0...9)(Free text)([Ext: Extension)(p)(extension number)(p)(extension number)(p)(##]).
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-10: ISDN/PSTN/T1-CAS Properties and Identification Dialog Box Field/Option Description Meet Me Per This field is enabled only for Dial-in participants. Select: • Party – The participant dials a single number. • 2-54 MCU-Conference – Select this option when a single dial-in number is used by all dial-in participants connecting to the MCU.
MGC Manager User’s Guide - VoicePlus Edition Table 2-10: ISDN/PSTN/T1-CAS Properties and Identification Dialog Box Field/Option Description Audio Only When checked, indicates an Audio Only participant. This option is automatically selected and cannot be cancelled: • for T1-CAS participants • • in Audio Look & Feel mode when defining participants during Audio Only conference definition in the Conference Properties - Participants dialog box.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-10: ISDN/PSTN/T1-CAS Properties and Identification Dialog Box 4. Field/Option Description Label (Optional) This field appears only when participant definition is done directly in the database and displays the label assigned to the participant. The label is used for filtering the Participant Templates list in the database. Non-administrative users can assign only the labels assigned to them.
MGC Manager User’s Guide - VoicePlus Edition 5. If required, define the following parameters: Table 2-11: ISDN/ATM/MPI/T1-CAS Participant - Advanced Field/Option Description Service Name Enter the name of the Network Service to be used to connect the ISDN/ATM/MPI/T1-CAS participant to the conference exactly as it is defined in the Network Service list (the system is case sensitive). If left blank, the default Network Service is used, depending on the selected connection type.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-11: ISDN/ATM/MPI/T1-CAS Participant - Advanced (Continued) Field/Option Description Recording Designate the ISDN/T1-CAS participant as an audio recording port connected to an external recording device: Select one of the following: • None – The participant is not connected to an external recording device. • Dial up – The participant is used as the recording port to an external device. For more details, Chapter 8, “Recording”.
MGC Manager User’s Guide - VoicePlus Edition IP (H.323 and SIP) Participant Definition If you select H.323 or SIP in the Interface Type field, the fields change in the Participant Properties dialog box. Most of the parameters are common to both H.323 and SIP participants.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations 7. Define the following parameters: Table 2-12: H.323 and SIP Participant Properties - Identification Field/Option Description Participant IP Enter the IP address of the participant’s endpoint. • For H.323 participants: — In a Dial-out connection, enter the IP address or alias of the endpoint to be called by the MCU. If you entered only an alias the gatekeeper can resolve the participant’s alias into an IP address.
MGC Manager User’s Guide - VoicePlus Edition Table 2-12: H.323 and SIP Participant Properties - Identification (Continued) Field/Option Description Address Type 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]. For example, sip:dan@polycom.com.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-12: H.323 and SIP Participant Properties - Identification (Continued) Field/Option Description Extension/ Identifier String This is the DTMF string sent to the recording or other DTMF activated system; an outgoing DTMF operation initiated by the MCU. This is useful for identifying extensions associated with SIP users.
MGC Manager User’s Guide - VoicePlus Edition Table 2-12: H.323 and SIP Participant Properties - Identification (Continued) 8. Field/Option Description VIP When checked, changes the participant’s status to VIP, to distinguish participants who require special attention. Note: The VIP status can also be changed during the On Going Conference. Save Participant (Optional) When checked, saves the participant definition as a template in the User Defined template file or in the selected Database Group.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations The IP Participant Properties - Advanced dialog box opens. 9. Define the following parameters: Table 2-13: H.323 and SIP Participant Properties - Advanced Field/Option Description Service Name Enter the name of the IP Network Service handling the call. Note that the system is case sensitive. If left blank, the default IP Network Service (H.323 or SIP depending on the Interface Type) is used.
MGC Manager User’s Guide - VoicePlus Edition Table 2-13: H.323 and SIP Participant Properties - Advanced (Continued) Field/Option Description AGC The Auto Gain Control (AGC) mechanism regulates audio noise and volume by balancing the received signal to all participants. AGC can be applied to all incoming audio streams prior to mixing, thereby dynamically adjusting the amplification of the input signal. AGC is automatically enabled for all participants.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Table 2-13: H.323 and SIP Participant Properties - Advanced (Continued) Field/Option Description Quality Of Service Click this button to configure QoS for this participant. For details see MGC Manager User's Guide Volume I, Chapter 4, “Quality of Service for IP Participants, page 4-124. Enable PSTN Dial-in For internal use only.
MGC Manager User’s Guide - VoicePlus Edition Dialing-in from an H.323 Endpoint Simple Dial-in Using the IP Card Address In simple dial-in, the participant dials the IP address of the IP card installed in the MCU, so no gatekeeper is required. The participant is routed to the destination conference according to the participant’s IP address defined for the participant in the conference. Endpoint IP: 196.123.38.129 Endpoint IP: 196.123.38.146 MCU IP:172.22.138.146 IP:172.22.138.146 (1) IP:172.22.138.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations For Gatekeeper functionality and interoperability see the Administrator’s Guide, Chapter 3, Defining a H.323 Network Service. The MGC Manager determines the conference to which the participant is assigned according to the participant’s alias or IP address defined for the participant in the conference. Endpoint IP: 196.123.38.129 Alias: 259 Endpoint IP: 196.123.38.146 Alias: 256 MCU IP:172.22.138.
MGC Manager User’s Guide - VoicePlus Edition automatically, according to their availability. If no port is available, the connection will be rejected. Endpoint IP: 196.123.38.146 Alias: 256 Endpoint IP: 196.123.38.
Chapter 2 - Defining Standard Audio Only Conferences and Reservations Listing Participants You can view the updated list of participants in the On Going Conference list, in the Browser, Status and Monitor panes. Disconnected participant Recording port Connected participant 2-70 • If Dial-Out Manually was selected in the Conference Properties dialog box, participants remain disconnected (Stand By state) until the operator initiates the connection from the MCU to the participant.
3 Monitoring On Going Conferences You can monitor On Going Conferences and perform various operations while conferences are running. Three levels of monitoring are available with the MGC Manager: • General Monitoring - You can monitor the general status of all On Going Conferences and their participants in the MGC Manager main window.
Chapter 3 - Monitoring On Going Conferences General Monitoring Monitoring a conference enables you to keep track of its participants and its progress. When monitoring a conference, you can check whether all its participants are correctly connected and whether errors and faults have occurred. The MGC Manager allows operators to monitor several On Going Conferences simultaneously. Conference chairpersons can monitor only the conference to which they are connected by using the WebCommander application.
MGC Manager User’s Guide - VoicePlus Edition Listing On Going Conferences in the Status Pane The On Going Conferences category lists all the On Going Conferences currently running on the MCU. You can view the status of the conferences either by expanding the On Going Conferences tree or by listing the conferences in the Status pane. To view On Going Conferences in the Status pane: 1. In the Browser pane, expand the MCU tree. 2. Click the On Going Conferences icon.
Chapter 3 - Monitoring On Going Conferences Table 3-1: On Going Conference Status - Parameters Column Name Description Name The name of the On Going Conference and an icon indicating the conference type and status. For a detailed description of the various conference and participant icons, see the description of the Monitor pane columns in Table 3-2 On Going Conference Monitor Pane Columns page 3-7. Status Additional information about the conference status, such as Locked or On Hold.
MGC Manager User’s Guide - VoicePlus Edition Table 3-1: On Going Conference Status - Parameters (Continued) Column Name Description Numeric ID The unique-per-MCU Conference Numeric ID as assigned by the operator or the system. Encryption Indicates if encryption is enabled for the conference. H.323 Service Prefix The H.323 prefix allocated to the conference.
Chapter 3 - Monitoring On Going Conferences 2. Click the icon of the conference whose participants to display in the Status pane. To display the status of conference participants in the Monitor pane: 1. In the Browser pane, expand the On Going Conferences list. 2. Right-click the icon of the conference to monitor, and then click Monitor to view all the conference participants in the monitor pane. The conference details appear in the Monitor pane. Information is displayed in table form.
MGC Manager User’s Guide - VoicePlus Edition • To modify the order of columns, select and drag the column labels to the desired location. • To sort items in a column, click a column heading once for descending order, and click again to sort the items in ascending order. • The Conference Name, Status, Phone#, Connection Type and Retries Left fields appear in both the Status and Monitor pane. Table 3-2 describes the Monitor pane columns.
Chapter 3 - Monitoring On Going Conferences Table 3-2: On Going Conference - Monitor Pane Columns (Continued) Column Name Name (cont.) Icon Indication Description End-ofconference alert Indicates that the 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. The cause of the problem is listed in the Connection column.
MGC Manager User’s Guide - VoicePlus Edition Table 3-2: On Going Conference - Monitor Pane Columns (Continued) Column Name Icon Name (cont.) Indication Description Operator The participant defined as the MGC Manager Operator. The operator manages an On Going Conference, connects and disconnects participants, moves participants between conferences, assists participants, and more. VIP participant/ VIP chairperson A participant or a chairperson defined as a VIP, for preferential assistance.
Chapter 3 - Monitoring On Going Conferences Table 3-2: On Going Conference - Monitor Pane Columns (Continued) Column Name Status Connection Icon Indication Description 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 Status pane. The possible statuses and their indications are listed in Table 3-3 on page 3-15.
MGC Manager User’s Guide - VoicePlus Edition Table 3-2: On Going Conference - Monitor Pane Columns (Continued) Column Name Icon Connection (cont.) Indication Description Single Participant Only one participant 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. Bad Resources A fault occurred in one of the cards.
Chapter 3 - Monitoring On Going Conferences Table 3-2: On Going Conference - Monitor Pane Columns (Continued) Column Name Connection (cont.) 3-12 Icon Indication Description Partial connection The connection process is not yet complete. Faulty Connection The participant is connected, but problems occurred in the connection, such as synchronization loss. Noisy Line The line of this participant was detected by the system as noisy.
MGC Manager User’s Guide - VoicePlus Edition Table 3-2: On Going Conference - Monitor Pane Columns (Continued) Column Name Icon Indication Description Audio Indicates whether the participant's audio is connected and the status of the audio channel. Sync. Indicates whether the participant's site is synchronized. If Yes, the Media Member field displays the media types that are synchronized. If No, the Media Member field displays the media types that are unsynchronized.
Chapter 3 - Monitoring On Going Conferences Table 3-2: On Going Conference - Monitor Pane Columns (Continued) 3-14 Column Name Icon Disconnection Cause 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, and so on. This information is cleared when the participant begins to speak.
MGC Manager User’s Guide - VoicePlus Edition Additional Participant Statuses Table 3-3 lists additional participant icons that are displayed when the participant is connected to an IVR-enabled conference. If none of these statuses occur, the Status column in the Status pane remains empty. These statuses are primarily used in attended conferences.
Chapter 3 - Monitoring On Going Conferences Participant’s Audio Status Table 3-4 lists icons that indicate the current audio status of the participant. Table 3-4: Participant Audio Status Icons Icon Description The audio channel of the participant is connected. (Green) The audio channel is disconnected. (Gray) This participant is the current conference speaker. This participant is the conference’s Exclusive Speaker; in this mode, all other participants are automatically muted.
MGC Manager User’s Guide - VoicePlus Edition Monitor Filter You can view only participants who have connection problems or require the operator’s assistance. Participants may need your assistance when they are unable to connect to the conference, when manual dial-out is selected for a conference, when they have requested help, placed on hold, when their line is noisy, or when waiting in the Q&A Queue. To display only the filtered participants in the Monitor pane: 1. Expand the On Going Conferences list. 2.
Chapter 3 - Monitoring On Going Conferences By default, all check boxes are selected to monitor all participants who require the operator’s attention. Clear the check boxes to indicate the participant statuses that you do not want to monitor. You can request to monitor any or all options.
MGC Manager User’s Guide - VoicePlus Edition Automatic Monitoring of Conferences In addition to the filtering feature, you can configure the system to automatically monitor all the conferences according to the last Monitoring Filter that was set for any conference in the MGC Manager. When this feature is enabled, the system automatically displays all the conferences and all the participants that require the operator’s attention to the Monitor pane in the MGC Manager main window.
Chapter 3 - Monitoring On Going Conferences such as voting, question and answer sessions, via their DTMF input device using the appropriate DTMF codes. However, because of the mode, these operations or status changes are not displayed in the MGC Manager Monitor pane. Only conference statuses are indicated by special Secure mode icons. Table 3-6 lists the icons that indicate the statuses of a Secure Audio Only conference.
MGC Manager User’s Guide - VoicePlus Edition Audio Tones While defining the conference parameters, you can enable any of the audio tones (Entry tone, Exit tone, and End of Conference Alert tone) to be heard during an On Going Conference. If Roll Call is enabled for the conference, the audio tones are replaced with an appropriate message. • Exit Tone - is played when a participant disconnects from the conference. All the connected participants hear this tone.
Chapter 3 - Monitoring On Going Conferences Noisy Line Detection Mechanism and Automatic Muting Noisy Line Detection Mechanism analyzes the participant’s line signal in order to detect a noisy line and notify the operator. Noise on a participant’s line can be caused by background noise, faulty equipment and noises emanating from the line itself. Noisy Line Detection is enabled and disabled on MCU level in the “system.cfg” by defining the detection sensitivity.
MGC Manager User’s Guide - VoicePlus Edition Participants Queue This window lists participants who are waiting for the operator’s assistance. It provides tools for managing participants in attended conferences. For more details, see see Chapter 7, “Attended Conferencing”.
Chapter 3 - Monitoring On Going Conferences In an On Going Conference, two new tabs appear in the Conference Properties dialog box that were not applicable during the conference definition: — Scheduler — On Going State You can view the conference general parameters and, if remarks have been entered, review the remarks history. 2. Click the Scheduler tab to view the date and time at which the conference had started and to view the ending time that was scheduled for the conference.
MGC Manager User’s Guide - VoicePlus Edition 3. Click the Ongoing State tab to view information about the conference status. The Conference Properties - Ongoing State dialog box opens. You can view the following parameters: Table 3-7: Conference Properties - Ongoing State Field/Option Description Conference Status Displays the possible problem statuses of a conference. When a problem occurs during a conference, for example, a resource deficiency, the selected check box indicates that status.
Chapter 3 - Monitoring On Going Conferences Table 3-7: Conference Properties - Ongoing State (Continued) 4. Field/Option Description Audio Source Displays the name of the current speaker. Exclusive Speaker Displays the name of the Exclusive Speaker who was designated for the conference. Click the Meet Me Per Conf tab to view the ISDN dial-in number and which H323 prefix (if there are IP participants) was configured for the conference. These numbers can be viewed in the Status pane.
MGC Manager User’s Guide - VoicePlus Edition Participant Level Monitoring In addition to the information that appears in the Status and the Monitor panes, you can also view the connection parameters and status of each of the conference participants. This feature is especially useful if there is a problem during the connection of the participant to the conference.
Chapter 3 - Monitoring On Going Conferences Monitoring ISDN/Telephone Participants To view the ISDN participant's properties during a conference: 1. In the participants list in the Status pane, the Browser pane or the Monitor pane, double-click the participant icon. — Alternatively, right-click the appropriate participant icon, and then click Properties. — Alternatively, open the On Going Conference Properties dialog box and double click the participant’s name in the Participants tab.
MGC Manager User’s Guide - VoicePlus Edition The following Identification parameters can be modified for a connected participant during an On Going Conference: Table 3-8: ISDN Participant Properties - Identification Field/Option Description Name Indicates the participant’s name. User Defined 1-4 In either or all user defined fields, you can enter additional data about the participant, for example the email address, telephone number, or any other identifying information.
Chapter 3 - Monitoring On Going Conferences The Participant Properties - Connection Info1 dialog box opens. The following information is displayed for the connected participant: Table 3-9: ISDN Participant Properties - Connection Info1 3-30 Field/Option Description Participant State The current connection status of the participant. Note: This status is indicated in the Monitor and Status panes. For more details, see Table 3-2 on page 3-7.
MGC Manager User’s Guide - VoicePlus Edition Table 3-9: ISDN Participant Properties - Connection Info1 (Continued) Field/Option Description Channels Status (cont.) • Participant Phone # – In a dial-in connection, indicates the participant's CLI (Calling Line Identification) as identified by the MCU. In a dial-out connection, indicates the participant's phone number dialed by the MCU. • MCU Phone # – In a dial-in connection, indicates the MCU number dialed by the participant.
Chapter 3 - Monitoring On Going Conferences The Participant Properties - Connection Info2 dialog box opens. The following information is displayed for the connected participant: Table 3-10: ISDN Participant Properties - Connection Info2 3-32 Field/Option Description Connection Time The date and time the participant connected to the conference. Note: The time format is derived from the operating system’s time format. Disconnection Time The date and time of participant’s disconnection.
MGC Manager User’s Guide - VoicePlus Edition Table 3-10: ISDN Participant Properties - Connection Info2 (Continued) Field/Option Description Attending The participant or operator status in a conference with an assigned IVR Service. • Oper Participant – This option is checked when viewing the operator parameters. • Participant Attending State Attending – This option is checked when the participant is in a Attended state.
Chapter 3 - Monitoring On Going Conferences The Participant Properties - Resource Details dialog box opens. The following information is displayed for the connected participant: Table 3-11: ISDN Participant Properties - Resource Details Field/Option Description Resource Details Displays information about MCU modules used to handle the participant.
MGC Manager User’s Guide - VoicePlus Edition Table 3-11: ISDN Participant Properties - Resource Details (Continued) Field/Option Resource Type Description The type of the conference resource installed in the MCU: MUX - The MUX card. Not relevant to Audio Only participant. • • • Audio Codec - The audio encoding /decoding port. • • • • T120 Codec - Not relevant to Audio Only participant. Audio Bridge - The Audio Bridge that mixes the audio signal received from various ports.
Chapter 3 - Monitoring On Going Conferences Table 3-11: ISDN Participant Properties - Resource Details (Continued) 5. Field/Option Description Allocated Indicates whether the Network card installed in the MCU is used to run the conference. Connection ID The number identifying participant’s connection. If the participant is disconnected from the conference, click the Disconnection Cause tab to display the cause. The Participant Properties - Disconnection Cause dialog box opens.
MGC Manager User’s Guide - VoicePlus Edition The following information is displayed for the disconnected participant: Table 3-12: ISDN Participant Properties - Disconnection Cause Field/Option Description Call Disconnection Reason Lists the reasons for participant's disconnection: • Operator Disconnect – The participant was disconnected from the conference by the operator. Cause • No Net Connection – Network channels could not be connected.
Chapter 3 - Monitoring On Going Conferences Checking the Status of VoIP Participants The various properties of a VoIP (H.323 or SIP) participant can be viewed using the same method used to display the ISDN participant properties. In addition to the Identification, Advanced, Connection Info1, Connection Info2, Disconnection Cause and Resource Details, the H.245 tab is included for H.323 participants and the corresponding SDP tab is included for SIP participants.
MGC Manager User’s Guide - VoicePlus Edition The following Identification parameters can be modified for a connected participant: Table 3-13: VoIP Participant Properties - Identification Field/Option Description Name Indicates the participant’s name. User Defined 1-4 Place to enter additional data about the participant, for example the email address, telephone number, or any other identifying information. Broadcasting Volume The volume at which the participant is heard by other participants.
Chapter 3 - Monitoring On Going Conferences The Channel Info pane opens. The following information is displayed in the expanded tab: Table 3-14: VoIP Participant Properties - Connection Info1 3-40 Field/Option Description Participant State The current connection status of the participant. Note: This status is indicated in the Monitor and Status panes, see “Table 3-2 describes the Monitor pane columns.” on page 3-7.
MGC Manager User’s Guide - VoicePlus Edition Table 3-14: VoIP Participant Properties - Connection Info1 (Continued) Field/Option Description FECC Token Not relevant in Audio Only. Content Token Not relevant in Audio Only. Channel Info Displays detailed information about a selected channel. You can click this button to expand (>>) or to collapse (<<) the additional Channel Info pane. In the Channel Status table Channel column, select a channel to monitor and click this button.
Chapter 3 - Monitoring On Going Conferences The following information is displayed for a connected participant: Table 3-15: VoIP Participant Properties - Connection Info2 Field/Option Description Connection Time The date and time the participant connected to the conference. Disconnection Time The date and time the participant was disconnected from the conference. Connection Retries Left The number of retries left for the system to connect the participant to the conference.
MGC Manager User’s Guide - VoicePlus Edition Table 3-15: VoIP Participant Properties - Connection Info2 (Continued) Field/Option Description Allocated The actual bandwidth allocated to the participant by the gatekeeper when the participant is admitted to the conference, measured in Kbps. Requested Info Interval Some gatekeepers request an alive and well message from the endpoint, to keep the resources allocated to it.
Chapter 3 - Monitoring On Going Conferences The following information is displayed for a connected participant: Table 3-16: VoIP Participant Properties - H245 Field/Option Description Remote Capabilities Lists the resources used by the connected endpoint (participant). Remote Communication Mode Lists the protocols used by the connected endpoint (participant). Local Communication Mode Lists the protocols used by the MCU. In this tab, you cannot modify information. 6.
MGC Manager User’s Guide - VoicePlus Edition 7. If the participant has been disconnected, click the Disconnection Cause tab to view the reasons for the participant’s inability to connect to the conference. The H.323 Participant Properties - Disconnection Cause tab opens.
Chapter 3 - Monitoring On Going Conferences Table 3-17: VoIP Participant Properties - Disconnection Cause (Continued) 3-46 Field/Option Description 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 disconnection according to the category indicated in the Video Disconnection Reason.
4 Operations Performed During On Going Conferences During an On Going Conference, the MGC Manager operator can perform many management tasks at the conference level or at the participant level. Operations at the participant level affect individual connections, while those at the conference level affect several or all participants of the conference. Operators can terminate a conference before the originally scheduled ending or extend its duration.
Chapter 4 - Operations Performed During On Going Conferences Management Functions Overview The MGC Manager operator performs different roles during attended and unattended conferences. Attended Conferences On Going attended conferences require an active Operator conference to run on the same MCU as the attended conference. In attended conferences, participants accessing an Entry Queue or an IVR queue are moved to the Participants Queue where they wait for the operator to assist them.
MGC Manager User’s Guide - VoicePlus Edition Participant and Conference Level Operations Operators can perform functions on conferences that affect individual participants or can affect the conference on the whole.
Chapter 4 - Operations Performed During On Going Conferences 4-4 • Change the conference duration while in session • End a conference before its scheduled termination time • Reschedule a conference reservation • Send conference details to a file, printer or clipboard
MGC Manager User’s Guide - VoicePlus Edition Participant Level Operations Making Dial-Out Connections When the Dial-Out Manually option is selected for the conference, the operator has to manually connect dial-out participants to the conference. This can be necessary when the connected participant is accidently disconnected from the conference. To establish a dial-out connection: • Right-click the disconnected participant icon, and then click Connect Participant.
Chapter 4 - Operations Performed During On Going Conferences For a description of all the participants’ connection status indications and icons, see Table 3-2: On Going Conference - Monitor Pane Columns, page 3-7. Changing Participant Connection Types (Dial-In/Dial-Out) You can change the connection type used by the participant to connect to the conference.
MGC Manager User’s Guide - VoicePlus Edition Disconnecting Participants from Conferences When participants do not need to continue with the conference, you can remove them from the conference by: • Disconnecting • Deleting When you disconnect a participant, resources remain allocated to that participant and the defined properties are retained by the system’s memory, therefore you can easily reconnect the participant if necessary.
Chapter 4 - Operations Performed During On Going Conferences To delete a participant: 1. Right-click the icon of the participant to delete, and then click Delete, or press the key. A message appears, requesting you to confirm the deletion. 2. Click Yes to delete the selected participant. The participant's name disappears from the participants list in the Monitor, Status and Browser panes.
MGC Manager User’s Guide - VoicePlus Edition 2. Right-click the participant icon, and then click Properties. The Participant Properties - Identification dialog box opens. 3. In the Name field, type the participant’s new name. 4. Click OK. The participant name is updated in the Browser, Monitor and Status panes. This name will also be saved to the CDR (Call Detail Record) file.
Chapter 4 - Operations Performed During On Going Conferences Changing the Disconnected Participant’s Properties You can change several properties of a disconnected participant, for example before reconnecting that participant. These modifications can be performed in the Participant Properties dialog box. 4-10 • Name - Modify the participant’s name to correctly display it in the Monitor and Status panes. For more details, see Chapter 2, “Defining Participant Properties” on page 2-49.
MGC Manager User’s Guide - VoicePlus Edition • AGC - disable AGC when required (enabled is the default). You can change encryption settings during an On Going Conference only when the participant is disconnected. Moving a Participant from one Conference to Another A participant can be moved from one On Going Conference to another on the same MCU using either one of two methods: interactively (drag and drop), or from the participant's right-click menu.
Chapter 4 - Operations Performed During On Going Conferences 2. Right-click the icon of the participant to move, click Move Participant to open the list of active conferences, and then click the name of the destination conference. The participant is transferred to the selected destination conference.
MGC Manager User’s Guide - VoicePlus Edition To designate or cancel a participant as the Exclusive Speaker: • In the Browser, Monitor or Status panes, right-click the Participant icon, and then click Exclusive Speaker or Cancel Exclusive Speaker. In the Exclusive Speaker mode, the selected participant becomes the conference speaker while all the other participants are automatically muted by the system. The Exclusive Speaker icon is displayed in the Audio column in the Monitor and Status pane.
Chapter 4 - Operations Performed During On Going Conferences The selected participant becomes the conference chairperson, and the icon changes accordingly. To revert the chairperson’s status to regular participant: • In the Monitor or Status pane, right-click the chairperson's icon and then click Change to Regular Participant. This feature can also be activated by the participant using DTMF codes.
MGC Manager User’s Guide - VoicePlus Edition Designating a VIP Participant During an On Going Conference, you can designate a participant or a chairperson who requires special attention, as a VIP. The VIP status does not change the role of the participant. You can assign this status when defining a new participant or a participant who is currently taking part in an On Going Conference. You can change the VIP status of participants during a conference. VIP participants are indicated with the VIP icon.
Chapter 4 - Operations Performed During On Going Conferences To revert the VIP status to regular participant: • In the Participant's Properties - Identification dialog box, clear the VIP check box, and then click OK. The selected participant’s VIP status is revoked. Adjusting Participant’s Broadcasting and Listening Volume The broadcasting and listening volume of the participant's audio transmission can be changed during an On Going Conference. This operation is applicable to all interface types.
MGC Manager User’s Guide - VoicePlus Edition 2. Move the slider to the right or to the left to increase or to lower the Broadcasting or Listening Volume level for a participant: — The Volume scale is between 1 to 10, where 1 is the lowest and 10 is the highest. The default volume at the connection time is 5. — Each movement of the Volume slider increases or reduces the volume by one unit that is equivalent to 3 dB. 3. Click OK.
Chapter 4 - Operations Performed During On Going Conferences To mute/un-mute participant’s audio: • Using the participant right-click menu: a. In the Browse, Monitor or Status pane, right-click the participant's icon, and then click Mute Audio. The menu option changes to Un-mute Audio and the status of the audio channel in the Audio column in the Status and Monitor panes changes to “Mute Audio”. Muting by Operator is indicated by a special b. 4-18 icon.
MGC Manager User’s Guide - VoicePlus Edition • From the Participant Properties dialog box: a. In any pane of the main window, right-click the participant's icon, and then click Properties. The Participant's Properties - Identification dialog box opens. ISDN/Telephone Participant Connection Info2 Properties IP Participant Connection Info2 Properties b. Click the Connection Info2 tab. The Participant's Properties - Connection Info2 dialog box opens. c.
Chapter 4 - Operations Performed During On Going Conferences Enabling/Disabling Auto Gain Control (AGC) Endpoints and phones vary in the types of source noise and volume they produce. The Auto Gain Control (AGC) mechanism balances noise and volume of the received audio signals, for conference participants. AGC is applied to all incoming audio streams before mixing, and dynamically changes the amplification of the input signal to provide a constant output amplitude.
MGC Manager User’s Guide - VoicePlus Edition Modifying the Participant’s User Defined Properties In the Participant Properties dialog box User Defined fields, you can enter (or edit) additional information that identifies the participant, such as the email address, company name or job title. The User Defined fields are displayed by default, however, if you do not see them, you can configure the Participant Properties dialog box to include them, and you can also modify their titles.
Chapter 4 - Operations Performed During On Going Conferences Conference Level Operations Adding New Participants to a Conference Occasionally you may be required to add a defined participant after a conference has begun. To do this, you can use one of the following methods • Define a new participant: — using the conference right-click menu — using the conference toolbar — using the Conference Properties dialog box • Add a defined participant from the Participant Database or from a User Template file.
MGC Manager User’s Guide - VoicePlus Edition To define a new participant: • Using the Conference right-click menu: a. Expand the On Going Conferences list, right-click the icon of the conference to which to add the participant, and then click New Participant. The Participant Properties dialog box opens. • b. Set up the required properties in the Identification and Advanced tabs of the Participants Properties dialog box.
Chapter 4 - Operations Performed During On Going Conferences a. Expand the On Going Conferences list, right-click the icon of the conference to which to add the participant, and then click Properties. The Conference Properties dialog box opens. b. Click the Participants tab. The Conference Properties – Participants dialog box opens. 4-24 c. Click the New button. The Participant Properties dialog box opens. d.
MGC Manager User’s Guide - VoicePlus Edition To copy the participant properties from an On Going Conference or Reservation: Participants can be added to a conference by copying their parameters from another conference. You can copy a participant from one On Going Conference or Reservations to another. 1. In the Browser pane, expand the Reservations or the On Going Conferences list, and then expand the Reservation/On Going Conference icon to list its participants. 2.
Chapter 4 - Operations Performed During On Going Conferences To paste the participant parameters while changing the name and other parameters, click Paste Participant As. The Participant - Properties dialog box opens. 4. Change the participant’s parameters, and then click OK. The modified participant is copied to the conference/reservation. For detailed information on defining participants, see Chapter 2, “Defining Participant Properties” on page 2-49.
MGC Manager User’s Guide - VoicePlus Edition 5. Right-click the icon of the participant to copy, and then click Copy. The participant details are copied to the clipboard. a. To copy the participant under a new name, click Copy As. The Participant - Properties dialog box opens. b. 6. Change the participant’s name, and then click OK. The participant’s details will be copied to the clipboard under the new name.
Chapter 4 - Operations Performed During On Going Conferences Muting Dial-In Participants Upon Connection You can set a conference to automatically mute all dial-in participants who were not defined before or during the On Going Conference.
MGC Manager User’s Guide - VoicePlus Edition From this point on, all incoming parties are automatically muted by the MCU. This status is indicated by the appropriate icon in the Audio column of the Monitor and Status pane. Participants remain muted until you manually unmute them. To cancel the Mute “Meet Me” Parties feature: 1. Expand the On Going Conferences list. 2. Right-click the conference icon and click Un-mute ‘Meet Me’ Parties.
Chapter 4 - Operations Performed During On Going Conferences Adding Remarks During an On Going Conference In the Conference Properties - General dialog box, you can add and save any text (for example conference information or a comment) during the conference setup or during the On Going Conference in the Remarks section. All remarks are displayed in the Remarks History box, in the ascending order (latest entry at top of the list). Remarks can also be added from the Web via the WebCommander application.
MGC Manager User’s Guide - VoicePlus Edition To add a remark longer than 300 characters, split the text into several remarks, using the Update Remarks button to save the current remark and start a new remark. To add multiple remarks, repeat steps 2 and 3. 4. Click OK. The dialog box closes and the new remark is written to the CDR file and moved to the Remarks History box.
Chapter 4 - Operations Performed During On Going Conferences To lock and unlock an On Going Conference: • Using the Conference right-click menu: a. Expand the On Going Conferences list. b. Right-click the conference icon and then click Lock Conference. The Locked Conference icon is displayed in the Status column in the Monitor and Status panes. The conference is now locked to new dial-in participants.
MGC Manager User’s Guide - VoicePlus Edition The Locked Conference icon and the Lock button on the Conference toolbar indicate that the conference is now locked to new dial-in participants. Placing a cursor on top of the Lock button displays a tooltip with the operation that will be performed once the button is clicked. To unlock a locked conference, expand the On Going Conferences list, click the icon of the conference to unlock and then click the Unlock Conference button on the Conference toolbar.
Chapter 4 - Operations Performed During On Going Conferences c. In the General Settings section, click Conference Lock. d. Click OK. The dialog box closes. The Locked Conference icon indicates the current status of this conference in the Status column, in the Monitor pane. When the On Going Conference starts, it remains locked until unlocked or until it ends. To unlock a conference, repeat steps a and b then clear the Conference Lock check box, use the conference toolbar button or the right click menu.
MGC Manager User’s Guide - VoicePlus Edition Managing Question-and-Answer Sessions The Question-and-Answer (Q&A) session provides a method of organizing the participants questions or comments during a lecture or a large conference. During a typical large conference or lecture, all participants excluding the lecturer or the main speaker, are muted by the system.
Chapter 4 - Operations Performed During On Going Conferences The Q&A toolbar contains the following buttons: Table 4-1: Q&A Toolbar Buttons Function Button Description Clear QA Clears all participants from the Q&A queue. Next Questioner Lets the next participant in the Q&A queue or the selected participant ask a question. Add Participant to Q&A Adds a participant to the Q&A queue. Remove Participant from Q&A Removes a participant from the Q&A queue.
MGC Manager User’s Guide - VoicePlus Edition • Questioners can also be added to the queue manually from the MGC Manager application. In the Browser, Status or Monitor panes, right-click the icon of the participant to add to the queue. The participant icon changes, to indicate that the participant was added to the Q&A queue.
Chapter 4 - Operations Performed During On Going Conferences In addition, the Monitor table displays detailed information. — The QA Position column shows the order of the participants who have requested to ask a question in the Q&A queue. — The QA Waiting Time column displays the length of time the participant has been waiting in the Q&A queue. Note that in the above figure, the Q&A columns were moved to the left.
MGC Manager User’s Guide - VoicePlus Edition Changing Participant’s Position in Q&A Queue You can change the position of any participant in the Q&A queue when you want certain participants (such as participants designated as VIP) to ask questions first, and others to be moved to the end of the queue. To change the participant’s position in the Q&A queue: • Right-click the Participant icon, click Q&A Management and then select the required position.
Chapter 4 - Operations Performed During On Going Conferences • The operator clicks the Next Questioner button in the Q&A toolbar. If the participant is muted, the operator must first unmute the participant. • The operator selects the participant to ask the question and clicks the Next Questioner button in the Q&A toolbar. • The chairperson enters the appropriate code on the DTMF input device to let the first participant in the queue ask the question.
MGC Manager User’s Guide - VoicePlus Edition appropriate DTMF code (the default code is #23). The selected participant’s icon reverts to the passive/normal status. Removing Participants from the Q&A Queue You can remove a participant from the Q&A queue at any given time during the Q&A session. In such a case, the session will continue as before but the removed participant will not be able to ask questions in this session.
Chapter 4 - Operations Performed During On Going Conferences To end the Q&A session and clear the queue: The Q&A session can be ended by either the operator or the chairperson. • The operator clicks the Clear QA button on the Q&A toolbar. • The chairperson enters the appropriate DTMF code (the default code is #24). Once the Q&A queue is emptied, the Q&A session is over. Participants revert to the standard status and icons (according to their role).
MGC Manager User’s Guide - VoicePlus Edition Conducting a Voting Session The operator or the chairperson manages the voting session. To manage a voting session conference: 1. In the Browser or Monitor panes, right-click the conference icon, and then click Voting.
Chapter 4 - Operations Performed During On Going Conferences The Voting dialog box opens. You can now configure the settings for the voting session. Voting settings Voting results Command buttons The Voting dialog box information is organized in these sections: — Voting Settings - where you define the voting session parameters. — Voting Results - where the system displays the voting results parameters, updating them as the voting session progresses.
MGC Manager User’s Guide - VoicePlus Edition 2. In the Voting Settings section, define the Voting Session parameters as follows: Table 4-2: Voting Session Settings Field/Option Description Title Enter the Voting subject. This title is also used as the file name when saving the results to a file. Choices The digits 0 to 9 on the left (which cannot be selected or modified) represent the digit that should be pressed on the telephone keypad or the remote control.
Chapter 4 - Operations Performed During On Going Conferences The voting results are shown in the Voting Results section. The following information is displayed in the Voting Results pane: Table 4-3: Voting Results Parameters Field/Option Description Number of Participants Displays the number of participants currently connected to the conference. Number of Voters Displays the number of participants who have already voted. This number is updated continuously according to the number of voters.
MGC Manager User’s Guide - VoicePlus Edition Table 4-3: Voting Results Parameters (Continued) 7. Field/Option Description Show Results as Number of Votes Select this option to display the absolute number of votes cast for each choice. Details Results Click this button to display a summary of the voting results. Note: Detailed results can be viewed only when the voting stage is completed. Click the Stop Voting button to conclude the voting session.
Chapter 4 - Operations Performed During On Going Conferences Number of votes per choice Names of participants who voted for this option — If the vote was not anonymous, you can view the names of the 2. participants who have voted for each of the listed choices. To display names, click the [+] icon next to the choice name. — If the vote was anonymous, the system displays only the number of votes for each choice. Click OK to close the Voting Details window. To save the voting results file: 1.
MGC Manager User’s Guide - VoicePlus Edition To view the voting results file: • Using any word processor, open the text file. Following is a sample of voting results text file. Pension Plan ------------Q. Existing Pension Plan (3 Votes) ------------Demo EQ_929 (001) Demo EQ_928 (000) Sara ------------1. ABC Pension (1 Vote) Demo EQ_928 (000) ------------2. XYZ Pension Plan ------------3. PAT Pension Plan ------------4. choice #4 ------------5. choice #5 ------------6. choice #6 ------------7.
Chapter 4 - Operations Performed During On Going Conferences All connected participants hear background music until the conference is reinstated. When the conference is reinstated, all the conference statuses and icons are updated accordingly. To place an On Going Conference On Hold: • Using the Conference right-click menu: a. Expand the On Going Conferences list. b. Right-click the icon of the conference to place On Hold, and then click On Hold. The On Going Conference is placed on hold immediately.
MGC Manager User’s Guide - VoicePlus Edition b. On the Conference toolbar, click the Hold Conference button. To release the conference, click the conference icon then click the Release Hold button on the Conference toolbar. • From the Conference Properties dialog box. a. In the On Going Conference Properties dialog box, click the Settings tab. b. If required, click the Advanced button. c. In the General Settings pane, select On Hold, then click OK. The dialog box closes.
Chapter 4 - Operations Performed During On Going Conferences Modifying Conference General Parameters During an On Going Conference, you can modify the following parameters • The conference Billing Code • General Information about the conference in the User Defined fields • The conference and chairperson passwords To modify the conference general parameters: 1. Right-click the On Going Conference icon, and then click Properties. The Conference Properties - General dialog box opens. 4-52 2.
MGC Manager User’s Guide - VoicePlus Edition Changing the Conference Duration At times, operators may find it necessary to extend the duration of a conference or terminate a conference before its scheduled completion time. The conference can be manually or automatically extended or terminated. To manually extend an On Going Conference: You can extend a conference’s duration after the conference has started. 1. Open the Conference Properties dialog box. 2. Click the Scheduler tab. 3.
Chapter 4 - Operations Performed During On Going Conferences Ending a Conference before its Scheduled Termination Time You can manually end the conference before its scheduled end time. Usually, this option is used when all the participants disconnected from the conference, or if the meeting organizer has requested it. To manually terminate a conference manually: 1. Expand the On Going Conferences list, right-click the icon of the conference to end, and then click Terminate.
MGC Manager User’s Guide - VoicePlus Edition Rescheduling Conference Reservations In some cases, you may want to reschedule a reservation so the conference will start earlier, immediately, or later than scheduled. To reschedule a conference reservation: 1. Expand the current Reservations tree. 2. Right-click the Reservations icon and then click Properties. The Reservation Properties dialog box opens. 3. Click the Scheduler tab.
Chapter 4 - Operations Performed During On Going Conferences 4. Select a different Starting Date and Starting Time, as required. To start the conference immediately, change the date to the current date and the starting time to the current time. 5. Click OK. The Conference Properties dialog box closes. — If scheduled to start in the future, the Reservation remains in the Reservations list.
MGC Manager User’s Guide - VoicePlus Edition To delete all recurring reservations: • Using the Recurrent Reservation right-click menu: a. Right-click one of the Recurrent Reservation icons, and then click Delete All Reservation Recurrences. A confirmation box opens. b. • Click Yes to delete all recurring reservations. All the recurrences of the selected Recurrent Reservation are removed. Using the Reservations right-click menu: a.
Chapter 4 - Operations Performed During On Going Conferences Printing Conference Data Once a reservation is made, the system allocates the appropriate resources to the conference. You can print this data, such as the conference name, ID, start time, duration, line rate, or the participant parameters - to a printer, file or clipboard (to be used by other applications).
MGC Manager User’s Guide - VoicePlus Edition — In the On Going Conferences list, right-click the conference icon and then click Print Reservation Data. The Print dialog box opens. 3. In the Name Of Operator field, enter the name of the operator who initiated the report 4. In the Report To options, select the report destination: — File - to print data to a text file — Printer - to print data to the default or other printer — Clipboard - to copy data to the clipboard from where it can be 5.
Chapter 4 - Operations Performed During On Going Conferences — If Printer is selected, the conference data is printed to the default printer using the printer's current settings. — If Clipboard is selected, the conference data is copied to the clipboard, from where it can be pasted in other text handling applications. Following is a sample of Reservation or Conference information. The first section lists the Reservation general parameters and the second section lists the participant’s parameters.
MGC Manager User’s Guide - VoicePlus Edition To print details of all On Going Conferences or Reservations: 1. Expand the On Going Conferences list or the Reservations list. 2. You can print details using one of the following options: — In the Reservations list, right-click the Reservations icon, and then click Print All. — On Going Conferences list, right-click the On Going Conferences icon, and then click Print All.
Chapter 4 - Operations Performed During On Going Conferences Managing Conferences Using DTMF Codes Participants and chairpersons can manage their On Going Conferences from their endpoints, using the touch-tone signals (DTMF codes). DTMF Guidelines • Participants can perform various operations using DTMF codes only if an IVR Service is assigned to the conference.
MGC Manager User’s Guide - VoicePlus Edition Table 4-4: DTMF Operations Performed During Conference (Continued) DTMF Code Permission Secure conference To switch the conference to secure mode, press: star, seven, one. Unsecure conference To cancel the secure mode, press: pound, seven, one. *71 Chairperson #71 Chairperson Increase my broadcasting volume To increase your volume, press: star, nine. Decrease my broadcasting volume To decrease your volume, press: pound, nine.
Chapter 4 - Operations Performed During On Going Conferences Table 4-4: DTMF Operations Performed During Conference (Continued) DTMF Code Permission New voting session To start a new voting session, press: star, eight, one. Cancel voting session To cancel the voting session, press: pound, eight, one. *82 Chairperson #82 Chairperson Ask a question To ask a question, press: star, two, two. Cancel my question To cancel a question, press: pound, two, two.
MGC Manager User’s Guide - VoicePlus Edition Table 4-4: DTMF Operations Performed During Conference (Continued) DTMF Code Permission Enable Roll Call To enable a Roll Call, press: star, three, two. Disable Roll Call To disable a Roll Call, press: pound, three, two. *32 Chairperson # 32 Chairperson Roll Call - review names To initiate the roll call and playback of the participant names, press: star, three, three.
Chapter 4 - Operations Performed During On Going Conferences Table 4-4: DTMF Operations Performed During Conference (Continued) DTMF Function and Message DTMF Code Everyone Override Mute All But Me* To enable participants to unmute their endpoints while the Exclusive Speaker Mute mode is imposed. * To enable this function, a DTMF code must be configured. These operations are listed and defined in the IVR Service - DTMF Codes dialog box.
MGC Manager User’s Guide - VoicePlus Edition Table 4-4: DTMF Operations Performed During Conference (Continued) DTMF Function and Message SilenceIT Menu The DTMF code to be used to play the 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. Return to Conference Muted Returns the muted participant to the conference while remaining muted.
Chapter 4 - Operations Performed During On Going Conferences Using DTMF Codes in Cascading Conferences During Cascaded conferences, the chairperson can control all the participants in the cascaded conference by performing the following tasks using DTMF codes: • Set the chairperson as the conference’s exclusive speaker while muting all the other conference participants • Terminate the conference • Lock or unlock the conference to undefine dial-in participants • Secure a conference and release a secur
MGC Manager User’s Guide - VoicePlus Edition Changing passwords is not permitted when a conference is in any of the following modes: Table 4-5: Password Modification DTMF/IVR Sequences User Action IVR Message Chairperson or participant enters the required “change password” DTMF code (1 or 2), or presses 9 to exit the menu. “Press one to change conference password. Press two to change the chairperson password. Press nine to exit the menu”. Chairperson or participant enters 1.
Chapter 4 - Operations Performed During On Going Conferences Request DTMF Help Menu Participants in an Audio Only conference can request a playback of the list of all available operations and their assigned DTMF codes. The playback can be initiated by participants or the chairperson at any time during the conference by pressing the appropriate DTMF code. It can also can be stopped at any time.
MGC Manager User’s Guide - VoicePlus Edition — Disconnect the invitee and continue dialing out to invite other individual by pressing *2 on your touch-tone telephone. — Admit the invitee and return to the conference (thus ending the Invite session) by pressing *3 on your touch-tone telephone. — Disconnect the invitee and return to the conference (thus ending the Invite session) by pressing *4 on your touch-tone telephone.
Chapter 4 - Operations Performed During On Going Conferences Managing Secure Mode Conferences In the Secure mode, joining the conference, monitoring or controlling the conference in any way, is denied to outside participants, including operators. However, operators can terminate the conference even in this mode. In addition, operators cannot view the participants list or any conference properties while the conference is in the Secure mode.
MGC Manager User’s Guide - VoicePlus Edition YES (default) is set to NO. • Roll Call is not supported with the Guidance feature or when the participant is moved from the Operator conference (attended status) to the Home Conference. • Roll Call is not supported when the participant is moved from one conference to another. The participant name is not announced when the participant leaves the first conference and enters the second conference. • Roll Call is not supported with the Invite feature.
Chapter 4 - Operations Performed During On Going Conferences 4-74
5 Meeting Rooms and Entry Queues Meeting Rooms are used for on demand conferencing. Entry Queues are a single-dial lobby for routing participants to their target conferences without having to allocate dial-in numbers to each conference or Meeting Room. Entry Queues are also used for Ad Hoc conferencing to start On Going Conferences without prior scheduling.
Chapter 5 - Meeting Rooms and Entry Queues The ISDN/PSTN/T1-CAS dial-in numbers allocated to a Meeting Room can be automatically allocated by the MCU based on the dial-in numbers allocated to it by the carrier or manually during the Meeting Room definition. Once the Meeting Room is saved on the MCU, the conference chairperson or the first participant who dials into the conference automatically activates it. Other participants can join the conference by dialing in to it.
MGC Manager User’s Guide - VoicePlus Edition endpoints are used for conferencing, a separate Entry Queue must be defined to allow participants to maintain high the audio quality. For more information on Entry Queue Service definition, see “Defining a New Audio Only Entry Queue” on page 5-13. A conference may be accessed by dial-in participants directly or through an Entry Queue.
Chapter 5 - Meeting Rooms and Entry Queues Defining a New Audio Only Meeting Room To define a new Meeting Room: 1. Expand the MCU tree. 2. Right-click the Meeting Rooms icon, and then click New Meeting Room. The Conference Properties - General dialog box opens. The Conference Type is automatically set to Meeting Room and the Meet Me Per Conference option is selected (and cannot be cleared). The Meet Me Per Conf tab is included in the Properties dialog box. 3.
MGC Manager User’s Guide - VoicePlus Edition 4. Click the Settings tab. The Conference Properties - Settings dialog box appears. These parameters are identical to the standard conference Settings parameters. 5. Define the Settings parameters, as described for the definition of On Going Conferences. For more information, see Chapter 2, “Settings Parameters” on page 2-21. 6. Click the Participants tab to add defined participants (mainly dial-out) either from a template or to define a new participant.
Chapter 5 - Meeting Rooms and Entry Queues 8. Click the Meet Me Per Conf tab. The Meet Me Per Conf dialog box opens. The Meet Me Per Conference option allows participants to connect to a conference by simply dialing a pre-defined conference number. Up to 16 ISDN/PSTN/T1-CAS dial-in numbers (usually one or two phone numbers) can be assigned to the conference. Participants must dial one of these numbers to automatically connect to the appropriate conference.
MGC Manager User’s Guide - VoicePlus Edition 9. Define the following Meeting Room parameters: Table 5-1: Meeting Room Properties - Meet Me Per Conf Field/Option Description Limited Sequences Select this option to limit the number of times that the Meeting Room can be activated. If this check box is cleared, the number of activations is unlimited, and the Meeting Room can be saved on the MCU indefinitely or until it is deleted from the MCU.
Chapter 5 - Meeting Rooms and Entry Queues To define Meet Me ISDN/T1-CAS Services: The conference dial-in phone number can be assigned by the operator, or automatically by the system. This number is then given to all participants who will be connecting to that conference. A single dial-in number that is allocated by the system when the Meeting Room is saved on the MCU, is derived from the dial-in numbers defined in the ISDN or T1-CAS Network Service.
MGC Manager User’s Guide - VoicePlus Edition The Meet Me Service dialog box opens. a. Define the following parameters: Table 5-2: Meet Me Service Options Option Description Service Name Enter the name of the ISDN Network Service or the T1-CAS Network Service to be used by participants to connect to the conference exactly as it is defined in the Network Services list (the system is case sensitive). Dial-in Number (1) Enter the first dial-in number to be assigned to the conference.
Chapter 5 - Meeting Rooms and Entry Queues b. Click OK. The dial-in range is added to the ISDN Service table. Repeat the above steps to define additional dial-in numbers. Use the same procedures when manually adding and removing T1-CS dial-in numbers. Manually Assigning the H.323 Service Prefix to the Conference To assign the H.323 Service Prefix to the conference: The H.323 Network Service Prefix is part of the dialing string entered by H.323 dial-in participants. H.
MGC Manager User’s Guide - VoicePlus Edition b. Click OK. Completing the Meeting Room Definition 12. Click OK to complete the Meeting Room definition. The new Meeting Room is added to the Meeting Rooms list. Once the Meeting Room is activated, it becomes an On Going Conference and it is listed under the On Going Conferences list. The Meeting Room will fail to start if the dial-in number allocated to the Meeting Room is in use by another reserved conference, or if the MCU has run out of resources.
Chapter 5 - Meeting Rooms and Entry Queues useful when the dialing parameters were automatically allocated by the system. • In the Browser pane, in the MCU tree, click the Meeting Rooms icon. The Entry Queues and Meeting Rooms are listed in the Status pane. The system displays the dial-in number, entry and Chairperson passwords, conference Numeric ID and the H.323 Network Service prefix of the Meeting Room in the respective columns.
MGC Manager User’s Guide - VoicePlus Edition Defining a New Audio Only Entry Queue To define a new Audio Only Entry Queue: 1. Connect to an MCU and expand its tree. 2. If you are not using the Entry Queue Service shipped with the software, and if you have not already done so, define the Entry Queue Service. For more details, see Chapter 6, “Defining a New Entry Queue Message Service” on page 6-40. 3. Right-click the Meeting Rooms icon, and then click New Entry Queue.
Chapter 5 - Meeting Rooms and Entry Queues The Entry Queue Properties dialog box opens. 4. Define the following parameters: Table 5-4: Audio Only Entry Queue Properties 5-14 Field/Option Description Name Enter the name of the Entry Queue using up to 80 characters. Note: An error message is displayed when saving the Entry Queue if the name is used in any other conference, Meeting Room or Entry Queue on the same MCU.
MGC Manager User’s Guide - VoicePlus Edition Table 5-4: Audio Only Entry Queue Properties (Continued) Field/Option Description Numeric ID A Numeric ID (NID) is a unique number that identifies the Entry Queue to the system. This number is used by H.323 endpoints to connect to the Entry Queue. Numeric IDs are assigned manually or automatically. • To manually assign the Numeric ID, enter a number containing the number of digits defined in the system.cfg file.
Chapter 5 - Meeting Rooms and Entry Queues Table 5-4: Audio Only Entry Queue Properties (Continued) Field/Option Description VTX 1000 Select this check box to create a VTX 1000 enabled Entry Queue. Participants connecting to VTX 1000 enabled Entry Queues are initially assigned wide band resources. If the endpoint is not identified as VTX, the wide band resources are subsequently released. Ad Hoc Select this option to enable Ad Hoc conferencing.
MGC Manager User’s Guide - VoicePlus Edition Table 5-4: Audio Only Entry Queue Properties (Continued) Field/Option Description Target Conference Settings Audio Alg – If IP Only is selected, you can select the audio algorithm to use for the VoIP participants connecting to the Entry Queue. This must be the same audio algorithm used in the target conference. Entry Queue Dialin Numbers Lists the numbers to be dialed by the PSTN/ISDN/T1CAS dial-in participants connecting to the Entry Queue.
Chapter 5 - Meeting Rooms and Entry Queues To manually assign Dial-in numbers to the Entry Queue: The dial-in phone numbers are assigned to the Entry Queue manually by the operator or automatically by the system. These numbers are then communicated to the callers who connect to the conference. The dial-in numbers assigned to the ISDN Entry Queue are listed in the Dialin Numbers table. The first column displays the Network Service name.
MGC Manager User’s Guide - VoicePlus Edition Listing Entry Queues To view the list of Entry Queues in the Browser pane: • In the Browser pane of the main window, expand the MCU tree and then expand the Meeting Rooms, Entry Queues and SIP Factories tree. The Meeting Rooms and Entry Queues currently defined for the MCU are listed with the total number displayed in brackets next to the icon. Entry Queue . The Entry Queues and Meeting Rooms are listed in the Status pane.
Chapter 5 - Meeting Rooms and Entry Queues H.323 Participant: H.323 participants connect to an Entry Queue by dialing the H.323 Network Service Prefix and the Entry Queue Numeric ID or name. [H.323 Network Service Prefix][EQ Numeric ID] For example, if the H.323 Network Service prefix is 100, the Entry Queue Numeric ID is 1122, and the Entry Queue name is POLYCOM, the participant dials 1001122 or 100POLYCOM.
MGC Manager User’s Guide - VoicePlus Edition For example, if the Network Service Prefix is 100, the Conference Numeric ID of the Entry Queue is 1122, the Conference Numeric ID of the destination conference is 2241 and the Conference Entry Password is 4444, the dial string will be 1001122##2241##4444#.
Chapter 5 - Meeting Rooms and Entry Queues 5-22
6 IVR and Entry Queue Services The Interactive Voice Response (IVR) application is a service that allows participants to communicate with the conferencing system over the telephone or an endpoint. The IVR Service includes a set of voice prompts that allow support of multiple languages and user-specific voice prompts.
Chapter 6 - IVR and Entry Queue Services Conference Access Dial-in participants can access the conference 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 conference. The participants dial the conference dial-in number or string and connect directly to the conference. In this case, the functionality provided by the IVR Service is unavailable.
MGC Manager User’s Guide - VoicePlus Edition IVR/Entry Queue Stages Participants in a conference using IVR for connecting automatically to the conference and for control functionality can be in one of the following statuses: • • Greeting - the participant connects to the MCU, enters the IVR queue, and hears the audio messages of the menu.
Chapter 6 - IVR and Entry Queue Services Table 6-1: DTMF Enabled Actions and Permissions 6-4 DTMF Enabled Action Permission Request personal assistance Everyone Play the help menu Everyone Start and stop recording Chairperson Adjust the participant’s broadcasting and listening volume Everyone Change the participant’s status to Chairperson Everyone Lock or unlock a conference to dial in participants Chairperson Request assistance for conference Chairperson Secure or unsecure a conference
MGC Manager User’s Guide - VoicePlus Edition Using Roll Call The Roll Call feature is used in IVR Message Service to record the participants name and play it back when entering and leaving a conference. The purpose of Roll Call is to ensure that all required participants are present, and to identify the participants to one another. Participants connecting to the conference are asked to record their names.
Chapter 6 - IVR and Entry Queue Services 6. When a participant leaves or is disconnected from the conference, participants remaining in the conference hear an audio message announcing the name of the participant who has left the conference. Roll Call can be activated during different conference statuses: • Conference On Hold Participants who access a conference that was placed on hold, must follow the usual connection process and record their names.
MGC Manager User’s Guide - VoicePlus Edition noisy line. At this point, the muted participant can press <9> to listen to a menu which lists the following options: • Return to the conference unmuted (default) • Return to the conference muted • Reduce the level of the SilenceIT Sensitivity and return to the conference unmuted • Disable the SilenceIT feature for this conference and return to the conference unmuted For IVR messages used with SilenceIT, see Table 6-10 on page 6-33.
Chapter 6 - IVR and Entry Queue Services IVR Requirements Appropriate hardware and audio files are required for the IVR system. Hardware The following hardware is required to set up and manage IVR conferences: • Audio+ card - The Audio+ card stores the audio messages that are part of the IVR Service. These messages are played while the participants wait in an IVR-enabled Entry Queue, Participants Queue or conference.
MGC Manager User’s Guide - VoicePlus Edition Defining IVR Software Module Properties The audio messages and prompts played to participants can be recorded in different languages. You can create IVR Message Services and Entry Queue Services for different languages and assign them to different conferences, allowing participants who connect to a conference to hear the messages in the preferred language.
Chapter 6 - IVR and Entry Queue Services The IVR Properties dialog box lists the currently defined languages. 3. To add a new language, click the plus button. The Custom Language dialog box opens. In the New Language field, enter the name of the language to include in the Supported Languages list. The language name cannot include a period (.) 4. Click OK. The new language is added to the IVR Properties dialog box.
MGC Manager User’s Guide - VoicePlus Edition The Add Message File dialog box opens. The audio files are downloaded to the MGC unit one at a time, according to the selected category and type. The following steps describe selecting a single Message Type (in one of the Message Categories) for which the audio file will be downloaded. You can download several audio files for each Message Type. Each file must be downloaded separately, when the appropriate message Language, Category and Type are selected. 6.
Chapter 6 - IVR and Entry Queue Services Table 6-2: IVR Properties - Message Types by Message Category Message Category Conference Password Conference Chairperson 6-12 Message Type Description Request Password Requests the participant to enter the password required to connect to the conference. Retry Password Requests the participant to enter the password again when an incorrect password is entered. Request Digit Requests the participant to enter a digit to connect to the conference.
MGC Manager User’s Guide - VoicePlus Edition Table 6-2: IVR Properties - Message Types by Message Category Message Category Message Type Description Operator Assistance (cont.) Disconnection Message Informs that the participant is being disconnected from the conference. Roll Call Download the various Audio files that are played when the Roll Call option is enabled for a conference. SilenceIT SilenceIT Menu Played to announce the SilenceIT feature options.
Chapter 6 - IVR and Entry Queue Services Table 6-2: IVR Properties - Message Types by Message Category Message Category Message Type Description SilenceIT (cont.) Participant Detected as Noisy Informs all participants that the line of a specified participant has been detected as noisy and has been muted. Conference Id Download the files requiring the participant/chairperson to enter the required Conference ID to connect to the conference. 8.
MGC Manager User’s Guide - VoicePlus Edition 10. Select the appropriate audio file of type *.aca using the standard Windows conventions, and then click the Open button. The name of the selected file appears in the Install field in the Install File dialog box. 11. In the Install File dialog box, click Yes to download the file to the MCU memory. The system returns to the Add Message File dialog box. 12. Repeat steps 9 to 11 for each additional audio message to be downloaded to the MCU.
Chapter 6 - IVR and Entry Queue Services Setting IVR Message Services The MGC system is shipped with default IVR Service and audio files. An IVR Message Service contains the audio message set for the menu-driven scripts and music input from an external device (background music). You can create a new IVR Message Service when you want to customize audio messages, or when you want to modify the IVR system behavior.
MGC Manager User’s Guide - VoicePlus Edition The IVR - Global dialog box opens, enabling you to define the general parameters of the IVR Service. 3. Define the following parameters: Table 6-3: IVR Service Properties - Global Field/Option Description IVR Service Name Enter the name of the IVR Message Service. Language for IVR Select the language in which the audio messages and prompts will be heard. The languages are defined in the IVR Properties dialog box. For more details, see page 6-9.
Chapter 6 - IVR and Entry Queue Services Table 6-3: IVR Service Properties - Global (Continued) 6-18 Field/Option Description External Server Authentication You can configure the IVR Service to use an external database application such as WebOffice or WebCommander to verify participants’ permission to join the conference. Select one of the following options to determine if the system should request authentication of an external server: • Never – to disable this option.
MGC Manager User’s Guide - VoicePlus Edition 4. Click Next. The Welcome Message dialog box opens. 5. Select Enable Welcome Messages to enable a welcome message when the participant connects to the conference. You can select to play a General Welcome Message, a Conference Welcome Message or to remain On-Hold for Operator Assistance. If the Enable Welcome Messages option is disabled, the Welcome message is skipped and the participant will hear the next prompt in the IVR menu.
Chapter 6 - IVR and Entry Queue Services If you have enabled the Welcome Message option, select the following options and files: Table 6-4: IVR Service Properties - Welcome Message 6-20 Field/Option Description General Welcome Message • None – to skip the General Welcome message (for example, if the participant already heard the message in the Entry Queue). • Select the Message – to be played when the participant first connects to the conferencing service and enters the conference IVR queue.
MGC Manager User’s Guide - VoicePlus Edition 6. In the Welcome Message dialog box, click Next. The Conference Chairperson dialog box opens. 7. Click Enable Conference Chairperson to enable a participant to connect to the conference as a Chairperson and play the appropriate messages while the participant waits in the IVR queue. If this option is disabled, the participant will not hear the prompt to enter the chairperson password and therefore will not be able to connect as chairperson. 8.
Chapter 6 - IVR and Entry Queue Services Table 6-5: IVR Service Properties - Conference Chairperson (Continued) Field/Option Description Use Chairperson Password as Conference Password Select this option to enable the caller to join to the conference as the chairperson, using only the chairperson password instead of two passwords: the Conference Entry Password and the Chairperson Password. Note: When this option is enabled, the chairperson password must be different from the conference entry password.
MGC Manager User’s Guide - VoicePlus Edition 10. Select the Enable Password Message check box to request the conference password before moving the participant from the IVR queue to the conference. You can configure the IVR system to behave differently when handling dial-in and dial-out participants. Dial-in participants can be requested to enter the conference password as a security measure to ensure that only authorized participants connect to the conference.
Chapter 6 - IVR and Entry Queue Services Table 6-6: IVR Service Properties - Conference Password Field/Option Description Retry Password Select the message that requests the participant to enter the conference password again when failing to enter the correct password. Request Digit Select the message that prompts the participant to press any key. If no file was downloaded for a Message Type, click Add Message File to download the audio file to the MGC unit’s memory.
MGC Manager User’s Guide - VoicePlus Edition Table 6-7: IVR Service Properties - General Messages Message Type Message Description Lock ON Indicates that the conference is now locked to dial-in participants. This message is played to all the conference participants. Lock OFF Indicates that the conference is now unlocked to dial-in participants. This message is played to all the conference participants. Billing Number Requests the participant to enter a code for billing purposes.
Chapter 6 - IVR and Entry Queue Services Table 6-7: IVR Service Properties - General Messages (Continued) 6-26 Message Type Message Description 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 participants that they are unmuted and that the Mute All Except Me mode was cancelled.
MGC Manager User’s Guide - VoicePlus Edition Table 6-7: IVR Service Properties - General Messages (Continued) Message Type Message Description 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 codes) to participants requesting it. The playback can be stopped anytime. The length of a voice message that can be recorded for a Help file is limited to 30 seconds.
Chapter 6 - IVR and Entry Queue Services Table 6-7: IVR Service Properties - General Messages (Continued) Message Type Message Description Participant Menu 2 The audio file listing additional DTMF codes that can be used by the ordinary participant when two help menu messages are recorded for the participant operation. This file will be played after the file that was assigned to the Participant Menu 1.
MGC Manager User’s Guide - VoicePlus Edition The Operator Assistance dialog box opens. 17. Select Enable Operator Assistance to allow the operator to assist participants waiting in the IVR queue, or during the On Going Conference when requesting help. 18. When this option is enabled, select various audio messages to be played when the participant fails to enter the correct conference password. .
Chapter 6 - IVR and Entry Queue Services Table 6-8: IVR Service Properties - Operator Assistance (Continued) Field/Option Description Enable Operator Assistance on Password Failure Select this check box to allow the operator to assist the participant once the participant has failed to enter the correct conference password in all the allowed attempts.
MGC Manager User’s Guide - VoicePlus Edition The Roll Call feature of the IVR Message Service is used to record the participants’ names for playback when the participants join and leave a conference or when the chairperson requests the Roll Call. Participants connecting to the conference are asked to record their name. 20. To enable this option, select Enable Roll Call. 21. To assign the audio file to the message type, click the appropriate entry.
Chapter 6 - IVR and Entry Queue Services Table 6-9: IVR Service Properties - Roll Call Messages (Continued) Roll Call Message Description Roll Call Start Names Review Played when Roll Call is requested by the chairperson, introducing the names of the conference participants in the order they joined the conference. Roll Call End Names Review Played at the end of Roll Call, to indicate that the listing of participant names is concluded. 23. Click Next. The SilenceIT dialog box opens.
MGC Manager User’s Guide - VoicePlus Edition 25. Select the SilenceIT options and voice messages. lThe following table summarizes the SilenceIT options: Table 6-10: IVR Service Properties - SilenceIT Messages SilenceIT Message Description SilenceIT Menu Select the message played when a participant is automatically muted by the MCU. It notifies participants that the line has been muted and indicates which DTMF code they should enter to listen to the available options.
Chapter 6 - IVR and Entry Queue Services Table 6-10: IVR Service Properties - SilenceIT Messages (Continued) SilenceIT Message Description Adjust SilenceIT Sensitivity and Unmute Select this check box to enable the option to adjust (reduce) the SilenceIT sensitivity and to return to the conference unmuted. The noise detection sensitivity remains at the adjusted level until the end of the conference. Then select the message that indicates the DTMF code to use.
MGC Manager User’s Guide - VoicePlus Edition For the list of all actions and their respective default DTMF codes, see “Managing Conferences Using DTMF Codes” on page 4-62. To print the DTMF codes data, see “Printing IVR/DTMF Codes” on page 6-51. 27. Optional. In the Name field, click the function whose code you wish to modify. The appropriate DTMF code appears in the box below the list. 28. In the DTMF Code (left) field, enter the new code.
Chapter 6 - IVR and Entry Queue Services Listing IVR Message Services You can list the currently defined IVR Services in the Browser pane of the MGC Manager main window. To list the IVR Message Services: 1. Expand the MCU tree and then expand the MCU Configuration tree to view its options. 2. Expand the IVR Msg Services tree, to list the IVR Message Services. The list of currently defined IVR Message Services and Entry Queue Services is displayed.
MGC Manager User’s Guide - VoicePlus Edition Setting an IVR Message Service as Default The first IVR Service that was defined in the system, is automatically set as the default IVR Service. However, if several services are defined for the MCU, you can choose another service as the default IVR Service. This default IVR Service will be used in conferences where the IVR Service function is enabled but no specific IVR Service was selected. To select the default IVR Service: 1.
Chapter 6 - IVR and Entry Queue Services Modifying IVR Message Service Properties You can change one or several properties of a defined IVR Service, at the setup stage. To modify the properties of an IVR Service: 1. List the IVR Services defined in the system. For details, see “Listing IVR Message Services” on page 6-36. 2. Right-click the icon of the IVR Message Service to modify, and then click Properties. Alternatively, double-click the icon. The IVR Message Service properties dialog box opens.
MGC Manager User’s Guide - VoicePlus Edition Assigning IVR Services to Conferences IVR Message Services enable the conference participants and the chairperson to perform various operations from their endpoints using DTMF codes, and and to utilize the SilenceIT and Roll Call features. Assigning a defined IVR Service and all its options to a conference is done during the definition of a new On Going Conference or Reservation.
Chapter 6 - IVR and Entry Queue Services Defining a New Entry Queue Message Service An Entry Queue Message Service is a subset of an IVR Message Service that is used with Entry Queues. It includes a set of voice prompts that are used to guide the caller to the appropriate conference. You can create different Entry Queue Services for different languages and personalized voice messages. To set the new Entry Queue Message Service: 1. Expand the MCU tree, and then expand the MCU Configuration tree. 2.
MGC Manager User’s Guide - VoicePlus Edition The Entry Queue Message Service dialog box opens. This dialog box enables you to define the general parameters of the Entry Queue Service. 3. Define the following parameters: Table 6-11: Entry Queue Service - Global Parameters Option Description Entry Queue Service Name Type the name of the Entry Queue Message Service. Language for IVR Select the language in which the Audio Messages and prompts will be heard.
Chapter 6 - IVR and Entry Queue Services Table 6-11: Entry Queue Service - Global Parameters (Continued) 4. Option Description DTMF Delimiter The interaction between the caller and the system is done via touch-tone signals (DTMF codes). Enter the key that will be used to indicate a DTMF command sent by the participant or the conference chairperson. Possible keys are the pound key (#) or star (*). Click Next. The Welcome Message dialog box opens.
MGC Manager User’s Guide - VoicePlus Edition 6. Define the following parameters: Table 6-12: IVR Properties - Welcome Message Field/Option Description General Welcome Message • Message – to be played when the participant first connects to the conferencing service and enters the Entry Queue. The list includes all the audio files that were downloaded to the MGC unit’s memory for this Message type.
Chapter 6 - IVR and Entry Queue Services 7. Click Next. The Conference ID dialog box opens. 8. To assign the audio file to the message type, click the appropriate table entry. The message type appears at the bottom of the table and the drop-down list displays the names of the audio files stored in the MGC unit’s memory.
MGC Manager User’s Guide - VoicePlus Edition Table 6-13: Entry Queue Properties - Conference ID (Continued) 9. Field/Option Description Join Failure Message Select the audio file that requests the participant to re-enter the conference Numeric ID or password when failing to enter the correct conference Numeric ID or password. Click Next. The Operator Assistance dialog box opens. 10.
Chapter 6 - IVR and Entry Queue Services Table 6-14: IVR Properties - Operator Assistance Messages Field/Option Description Operator Assistance Indication Message Select the audio file to be played to the participant when: • The participant requested help. Disconnection Message • The participant entered an incorrect conference password. • The On Hold for Operator Assistance option is selected in the IVR - Welcome Message dialog box.
MGC Manager User’s Guide - VoicePlus Edition Assigning Entry Queue Services to an Entry Queue To enable the system to route participants to their conferences according to the conference Numeric ID or password (depending on the MCU configuration), an Entry Queue Service must be assigned to the Entry Queue. Assigning is done during the definition of a new Entry Queue, in the Entry Queue Properties dialog box.
Chapter 6 - IVR and Entry Queue Services Connecting to a Conference from an Entry Queue When a conference is accessed through an Entry Queue and an IVR Service is assigned to the conference, the connection to the conference is made in two stages. In the first stage, the participants connect to the Entry Queue where they are routed to their destination conference according to the conference Numeric ID or password, depending on the MCU configuration.
MGC Manager User’s Guide - VoicePlus Edition Viewing the Audio Messages Status The number of messages that can be downloaded to the MGC unit’s Audio+ card is defined in the “system.cfg” file. The audio files for the messages and voice prompts are sorted and stored in groups according to their duration. Five duration categories are provided: 2-second, 4-second, 8-second, 16-second and 32-second groups. The messages are sorted in the Audio+ card of the MCU.
Chapter 6 - IVR and Entry Queue Services to their duration. The list also displays the file’s name and its download status. Maximum number of audio messages for each category Currently stored files The Messages Occupancy pane shows: — The maximum number of audio messages for each category that can 3. 6-50 be stored on the Audio+ card, as configured in the “system.cfg” file. — The number of audio files in each duration category that are currently stored on the Audio+ card.
MGC Manager User’s Guide - VoicePlus Edition Printing IVR/DTMF Codes You can print the list of operations and their corresponding DTMF codes defined in the IVR Message Service. Data may be sent to a printer, saved to a file or copied to a clipboard. The printed list includes the operation, the input keys that are required and the type of permission for this operation (chairperson only or everyone). To print the list of DTMF codes: 1. Expand the IVR Message Services tree. 2.
Chapter 6 - IVR and Entry Queue Services 5. Click OK. If you select the Report To - File option, a browser dialog box opens. 6. Enter the file name, select the destination directory and then click Save. In the sample text file of DTMF codes, the first column lists the function to be performed (the DTMF name), the second column lists the DTMF string to be used, and the third column lists the required permission. For a full list of IVR messages and their DTMF codes, see MGC Manager User's Guide Vol.
MGC Manager User’s Guide - VoicePlus Edition Default IVR Prompts and Messages The system is shipped with the following audio prompts and messages: Table 6-16: Default IVR Messages Message Type Message Text File Name Welcome (unified) “Welcome to Polycom Conferencing.” WELCMPNS.ACA Connecting to conference “You are now being connected to your conference.” CONFCONN.ACA Conference password request “Please enter the conference password. Press the pound key when complete.” CONFPASS.
Chapter 6 - IVR and Entry Queue Services Table 6-16: Default IVR Messages (Continued) 6-54 Message Type Message Text File Name Personal code request “Please enter your personal code. Press the pound key (#) when complete.” PINRQST.ACA Personal code failure “Invalid personal code.” PINFAIL.ACA Press any key “Press any key to enter the conference.” ANYKEY.ACA General: Conference Secured “The conference is now secured.” SECURED.
MGC Manager User’s Guide - VoicePlus Edition Table 6-16: Default IVR Messages (Continued) Message Type Message Text File Name General: Change password menu “Press 1 to change conference password. Press 2 to change chairperson password. Press 9 to exit the menu.” PINCHANG.ACA General: Enter new conference password “Please enter the new conference password. Press the pound key (#) when complete.” NEWPIN.ACA General: Enter new chairperson password “Please enter the new chairperson password.
Chapter 6 - IVR and Entry Queue Services Table 6-16: Default IVR Messages (Continued) 6-56 Message Type Message Text File Name General: Self mute indication “You are now muted.” SELFMUTE.ACA General: Self unmute indication “You are no longer muted.” MUTEEND.ACA General: Max. number of Conf. participants exceeded “The conference is full. You cannot join at this time.” CNFFULL.ACA General: "Add me to Q&A queue" confirmation “Please wait and you will be prompted to ask your question.” QAADD.
MGC Manager User’s Guide - VoicePlus Edition Table 6-16: Default IVR Messages (Continued) Message Type Message Text File Name General: Chairperson Help menu1 “The available touch-tone keypad actions are as follows: LDRHP1A.ACA • • To exit this menu press any key. To request private assistance, press Star ( ), 0. * • To request operator’s assistance for the conference, press 0, 0. • To mute your line, press star ( ), 6.
Chapter 6 - IVR and Entry Queue Services Table 6-16: Default IVR Messages (Continued) Message Type Message Text File Name General: Participant Help menu “The available touch-tone keypad actions are as follows: PRTCHP.ACA • • To exit this menu press any key. To request private assistance, press star ( ), 0. * • To mute your line, press star ( ), 6. * • To unmute your line, press pound (#), 6. • To increase your volume, press star ( ), 9. * • To decrease your volume, press pound (#), 9.
MGC Manager User’s Guide - VoicePlus Edition Table 6-16: Default IVR Messages (Continued) Message Type Message Text File Name General: Invite Help menu “The available touch-tone keypad actions are as follows: INVITHP.ACA • • To exit this menu press any key. To obtain an outside line and dial out to an invitee, press star( ), 4. * • To admit an invitee to the conference and invite another participant, press star( ), 1.
Chapter 6 - IVR and Entry Queue Services Table 6-16: Default IVR Messages (Continued) 6-60 Message Type Message Text File Name 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 you have recorded is...(here the system will play the name)” NAMEIS.ACA Roll Call: Name recording confirmation “Press one to record your name again or remain on the line to enter the conference.
MGC Manager User’s Guide - VoicePlus Edition Table 6-16: Default IVR Messages (Continued) Message Type Message Text File Name SilenceIT: Return to the conference muted “To return to the conference muted, press 2.” SLNRTMUT.ACA SilenceIT: Unmute and return to the conference “To unmute and return to the conference, press 1.” SLNUNMTR.ACA SilenceIT: Unmute reminder “To unmute your line at any time, press pound (#), 6.” SLNUNMUT.
Chapter 6 - IVR and Entry Queue Services 6-62
7 Attended Conferencing An operator Attended conference is a service designed usually for large conferences and can contain both dial-in and dial-out participants. In many attended conferences, the name and the telephone number of each dial-out participant is given to the operator at the time the reservation is made. For dial-in participants, the Entry Queue used for conference access, or the IVR service assigned to the conference, are set to attended mode.
Chapter 7 - Attended Conferencing Attended - In the Attended stage, participants are moved to the Operator conference, where after a short conversation with the participant, the operator moves each participant to the appropriate conference (Home conference) or places them on hold. An Operator conference is a conference, that allows the operator and one participant to talk without disturbing the On Going Conference.
MGC Manager User’s Guide - VoicePlus Edition Requirements for an Attended Conference A conference can be defined set as attended or unattended by setting the IVR Service to attended mode. In such a conference, the connection to the conference is managed by the operator, as well as the operations performed during the conference such as managing the Question and Answer session, voting, muting and unmuting participants, and more.
Chapter 7 - Attended Conferencing Table 7-1: Attended Conference Entities (Continued) 7-4 Entity Description IVR Service set to Wait for operator assistance The IVR Service assigned to the conference must be set to On Hold for Operator Assistance in the Welcome Message dialog box. In this mode, when the participants connect to the conference, they are automatically moved to the Participants Queue.
MGC Manager User’s Guide - VoicePlus Edition Defining an Operator Conference You can define an Operator Conference directly or define an operator reservation. The Operator conference name is derived from the operator name currently connected to the MCU from the same workstation. To define an On Going Operator conference: 1. Right-click the On Going Conferences icon, and then click New Operator Conference. The Conference Properties – General dialog box opens.
Chapter 7 - Attended Conferencing The conference type is set to Operator. The name of the On Going Operator Conference or Reservation is taken from the Operator’s login name. This name cannot be modified. No password is required. Only one Operator Conference can be run for each login operator at any time. 2. You can modify the conference duration. 3. In the Media box, select Audio to create an Audio Only Operator conference. 4. Click the Settings tab.
MGC Manager User’s Guide - VoicePlus Edition 5. Click the Participants tab. The Conference Properties – Participants dialog box opens. In an Operator Conference, one participant must be defined - the operator. The operator adds the second participant interactively during an On Going Conference. 6. Define the operator as a new participant, or if the operator is already defined in a Participant Template file or in the Participant database, add the operator to the conference.
Chapter 7 - Attended Conferencing 7. Click OK. The Operator conference is added to the list of On Going Conferences. To save this conference for future use, copy the conference to a Group in the Reservations database by selecting the Copy Conf. option from the right-click pop-up menu. For more details, see the MGC Manager User’s Guide, Volume II, Chapter 8, “Templates Handling”. The Audio Only Operator conference is identified by the icon: - Audio Only Operator conference.
MGC Manager User’s Guide - VoicePlus Edition Setting the Participants Connection to the Conference to Attended Mode The participant connection to the conference is set to Attended Mode either at the Entry Queue level (if the conference is accessed from the Entry Queue) or at the conference level (if the conference is accessed directly via an IVR Queue). If a conference is accessed via an Entry Queue and an IVR Service is also assigned to the conference, the attended mode is set only for the entry queue.
Chapter 7 - Attended Conferencing Setting the Conference Connection to Attended Mode The connection to the conference is set in the IVR Service assigned to the conference by selecting “On-hold for Operators Assistance” in the IVR Welcome Message dialog box. This IVR Service is then assigned to the conference to which dial-in participants connect and are assisted by the operator.
MGC Manager User’s Guide - VoicePlus Edition Participants Queue Management The Participants Queue window lists all the participants waiting for the operator’s assistance.
Chapter 7 - Attended Conferencing Listing Participants in the Participants Queue Window The Participants Queue list contains all the participants who are currently waiting for operator assistance and the participant who is currently being assisted by the operator in the Operator conference. When starting the MGC Manager for the first time in a new installation or after upgrading to a higher version, the Participants Queue window is automatically displayed (empty).
MGC Manager User’s Guide - VoicePlus Edition Table 7-2: Participants Window Columns (Continued) Column Description Destination Conference The name of the destination conference, when known, or the name of the Entry Queue to which the participant has connected. The conference name is known when the participant was connected to the conference and is moved from the conference to the Participants Queue or the Operator conference. For example, when the participant has requested assistance.
Chapter 7 - Attended Conferencing Participants Queue Toolbar The Participants Queue toolbar is enabled when an Operator Conference is running and a Participant icon or Operator icon is selected. The Participants Queue toolbar contains the following buttons: Table 7-3: Participants Queue Toolbar Buttons Button Function Description Attend Participant Moves the participant to the Operator conference for operator’s assistance. Place Participant on Hold Places the attended participant on Hold.
MGC Manager User’s Guide - VoicePlus Edition Using Participants Queue Filters You can determine the types of participants to be displayed in the Participants Queue window by creating filters that set criteria according to which participants appear in the list. Use the Participants Queue window to view participants connecting to a specific Entry Queue according to the Entry Queue’s dial-in number, or according to a specific status.
Chapter 7 - Attended Conferencing 3. Click the Participants Queue Filter button. The Participants Queue Filter dialog box opens. 4. Enter the Filter name to save it in the database for future use. Define the filtering options. You can select from the listed statuses of participants to be monitored or the participants who dialed the indicated dial-in numbers.
MGC Manager User’s Guide - VoicePlus Edition You can define the following filtering parameters. Table 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 new name to modify the filter name. Participant Status in Participants Queue Help Request Select this check box to display participants who have requested help in the Participants Queue window.
Chapter 7 - Attended Conferencing Table 7-5: Participants Queue Filter Options (Continued) Field/Option Description Dial-In Numbers (cont.) To define the dial-in numbers: 1. Click the plus [+] icon to add a range of dial-in numbers. The Add Dial-in Range dialog box opens. 2. In the First Phone Number box enter the first dial-in number in the range of numbers to be used for filtering. 3. In the Last Phone Number box enter the last dialin number in the range of numbers to be used for filtering.
MGC Manager User’s Guide - VoicePlus Edition Table 7-5: Participants Queue Filter Options (Continued) Field/Option Description Actions Add to Personal Favorites This check box is selected by default. Select this check box to save the filter for future use and add it to the list of filters that you can use. When viewing the list of Filters in the Filter list in the MGC Manager Toolbar, the Filters are labeled Personal: [Filter Name].
Chapter 7 - Attended Conferencing To use filters: You can filter the list of participants displayed in the Participants Queue window at any time by selecting a different filter from the list of saved filters. You must be logged into the appropriate databases to use existing, pre-defined filters. For more information on how to log into the database see MGC Manager User's Guide Vol. I, Chapter 3, “Templates Database”. • To filter the Participants Queue window, select a filter from the list.
MGC Manager User’s Guide - VoicePlus Edition 2. Click Yes to confirm the deletion. The filter is removed from the Filters list. The Attended Participants Dialog Box To connect participants waiting in the Participants Queue to the appropriate conference, the operator must move the participant to the Operator conference (Attend state) to talk to the participant and find out the name or details of the destination conference.
Chapter 7 - Attended Conferencing In the Attended Participant box, enter the participant name, and general information (User Defined fields), change the participant status to VIP and/or chairperson, and modify the listening and broadcasting volumes. In the Operator box, you can modify your listening and broadcasting volumes.
MGC Manager User’s Guide - VoicePlus Edition Table 7-6: Attended Participant Dialog Box Fields (Continued) Field/Option Description User Defined 1-4 (Title) In any or all of the four User Defined fields, enter general information for the participant, such as the participant’s email address, telephone number, company name, location, or any required information.
Chapter 7 - Attended Conferencing Table 7-6: Attended Participant Dialog Box Fields (Continued) Field/Option Description Apply If you have modified any of the participant volume levels (Broadcasting or Listening), click this button to apply the changes and affect the participant 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 - VoicePlus Edition Table 7-6: Attended Participant Dialog Box Fields (Continued) Field/Option Description Search In Select the list to be used to search for the destination conference according to the Search Value. • Ongoing meetings - the system searches for the destination conference in the list of On Going Conferences running on the connected MCU.
Chapter 7 - Attended Conferencing Table 7-6: Attended Participant Dialog Box Fields (Continued) Field/Option Description Start Meeting Room You can move a participant to a Meeting Room only if the Meeting Room is active. 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. To manually activate a Meeting Room: 1. In the Search In list, select an option to list Meeting Rooms. 2.
MGC Manager User’s Guide - VoicePlus Edition Table 7-6: Attended Participant Dialog Box Fields (Continued) Field/Option Description Next By Determines the sort order of the Participants Queue. When the Auto Attend Next Participant is selected, this field determines who is the next participant in line that should be automatically moved to the Operator conference.
Chapter 7 - Attended Conferencing Table 7-6: Attended Participant Dialog Box Fields (Continued) 7-28 Field/Option Description Include On Hold Participants Select this check box to include participants placed on hold in the list of participants to which the Auto Attend Next Participant option applies. When selected, the participants placed on hold will be attended according to the selected sort order (Next By), as all other participants waiting in the queue.
MGC Manager User’s Guide - VoicePlus Edition • Initially, the command buttons are displayed with the default shortcut keys. If you modify the shortcut key configuration, the command button shortcut key display is updated accordingly. • You cannot close the Attended Participant dialog box when a participant is being attended (and is currently located in the Operator conference).
Chapter 7 - Attended Conferencing “Moving a Participant from one Conference to Another” for additional options. • If the participant’s conference is not running, you can click New Conference in the Conferences box to start a new conference for the participant, then select the conference and click Move. • If the participant’s Meeting Room is not active, select the Meeting Room from the list and then click Start Meeting Room. Once the Meeting Room is active click Move.
MGC Manager User’s Guide - VoicePlus Edition • In the Attended Participant window, click the To Home Conf button. Alternatively, press the selected shortcut key combination as it appears on the To Home Conf button (the default shortcut key is ) or see “Moving a Participant to the Home Conference” on page 7-37 for additional options.
Chapter 7 - Attended Conferencing Click Yes to attend a participant that was placed on hold. Click No to leave the participant on hold in the Participants Queue. To place a participant On Hold: • In the Attended Participant window, click the Hold button. Alternatively, press the selected shortcut key combination as it appears on the Hold button (the default shortcut key is ).
MGC Manager User’s Guide - VoicePlus Edition Operator Joining a Conference An operator can join a conference for a short announcement or to check the conference status. To join a conference as operator: • In the Conferences box of the Attended Participant window, select the conference you want to join, and then click the Join button in the Operator box. The operator joins the selected conference.
Chapter 7 - Attended Conferencing Managing Attended Participants from the Browser, Status and Monitor Panes The same operations that can be performed in the Participants Queue Window can also be performed when selecting participants in the Browser, Status and Monitor panes, using the following methods: • Using the participant right-click menu • Using the Attended Participant toolbar • Using Shortcut keys • Using drag and drop Selecting the Participants to Manage The participants can be selected fro
MGC Manager User’s Guide - VoicePlus Edition • Browser and Status pane, Participants Queue list • Participants Queue window 7-35
Chapter 7 - Attended Conferencing Performing Operations using the Right-Click Menu Moving a Participant to the Operator Conference To move a participant to the Operator conference from the On Going Conferences list: 1. In the Browser, Status, or Monitor panes, display the list of participants in the On Going Conference. 2. Right-click the icon of the participant to be moved to the Operator conference, and then click Attend.
MGC Manager User’s Guide - VoicePlus Edition To move a participant to the Operator conference from the Participants Queue tree or Participants Queue window: 1. Display the list of participants in the Participants Queue in the Browser or Status pane, or in the Participants Queue window. 2. Right-click the icon of the participant to be moved to the Operator conference, and then click Attend or Attend with Details.
Chapter 7 - Attended Conferencing A list of conferences appears. — Click the name of the Home Conference to which to move the b. participant. Using the To Home Conference option in the right-click menu: Right-click the icon of the attended participant and then click To Home Conf. The participant connects to the Home conference and is removed from the Participants Queue and/or the Operator conference. The Attended or Hold icon in the Status column of the Monitor and Status panes disappears.
MGC Manager User’s Guide - VoicePlus Edition To move a participant to his/her Home conference from the Participants Queue tree or the Participants Queue window: Standard MS-Windows multiple selection techniques can be used in the following procedure. 1. Display the list of participants in the Participants Queue in the Browser or Status pane, or in the Participants Queue window. 2. Move the participant to the Home conference using one of the following options: a.
Chapter 7 - Attended Conferencing The participant connects to the Home conference and is removed from the Participants Queue and/or the Operator conference. The Attended or Hold icon in the Status column of the Monitor and Status panes disappears. Placing a Participant On Hold A participant can be placed on hold while in the Participants Queue or when participating in an Operator conference.
MGC Manager User’s Guide - VoicePlus Edition 1. In the Browser, Status, or Monitor pane, display the list of participants in the Operator conference. 2. Right-click the icon of the participant to be placed on hold, and then click Hold. The Participant icon changes to Hold in the Status column of the Home conference participants list in the Monitor and Status panes, and in the Participants Queue. To place a participant on hold in the Participants Queue tree or the Participants Queue window: 1.
Chapter 7 - Attended Conferencing Performing Operations Using the Participants Queue Toolbar You can perform operations using the Participants Queue toolbar from the following panes and lists: • Browser, Status, and Monitor panes, On Going Conferences list • Browser and Status panes, Participants Queue list Participants Queue window • To move a participant or place him/her on hold using the Participants Queue toolbar: Standard MS-Windows multiple selection techniques can be used in the following proce
MGC Manager User’s Guide - VoicePlus Edition Performing Operations Using Shortcut Keys Standard MS-Windows multiple selection techniques can be used in the following procedure. You can perform operations using shortcut keys from the following panes and lists: • Browser, Status, and Monitor panes, On Going Conferences list • Browser and Status panes, Participants Queue list Participants Queue window • To move a participant or place him/her on hold using shortcut keys: 1.
Chapter 7 - Attended Conferencing Moving a Participant Interactively Standard MS-Windows multiple selection techniques can be used in the following procedure. You can drag and drop a participant to the Operator or Home conference from the following panes and lists: • Browser, Status, and Monitor pane, Operator conference list • Browser and Status pane, Participants Queue list • Participants Queue window To drag and drop a participant to the Operator conference: 1.
MGC Manager User’s Guide - VoicePlus Edition 3. Move the selected participants to their destination conferences, using one of the following methods: a. Using the To Home Conference option in the right-click menu: — Right-click the icon of one of the highlighted participants, and b. then click To Home Conf. Using the Move option in the right-click menu: — Right-click the icon of one of the highlighted participants, and c. then click Move. — A list of conferences appears.
Chapter 7 - Attended Conferencing 7-46
8 Recording The Polycom ReadiRecorder is fully integrated with Polycom’s MGC Manager application and can be accessed by means of the Polycom web interfaces - the WebCommander application, and the product’s own Web site. As a flexible, multi-conference, multi-network solution, the Polycom ReadiRecorder system enables recording and playback of conferences over ISDN/PSTN or IP networks.
Chapter 8 - Recording Figure 8-1 shows the system components, connections and data flow of the system.
MGC Manager User’s Guide - VoicePlus Edition recording and playback processes by the conference participants. For the setup workflow, see “Recording System Setup Procedures” on page 8-4. Recording Once the Recording Links are defined on the conferencing MCU, recordings can be started and paused or terminated when needed, by the MGC Manager operator or by the conference chairperson by means of the WebCommander application or over the phone, using DTMF codes.
Chapter 8 - Recording Download and Playback Users can easily download recordings to a local PC or listen to them from a telephone or on the Web. To access the files stored on the ReadiRecorder, the user must submit the Recording ID (via DTMF) or login to the Web site and select the recording to listen to or download. To download a file without login, the user must open the Home Page and submit the Recording ID.
MGC Manager User’s Guide - VoicePlus Edition Conferencing MCU Setup Assuming that the MGC Manager is already installed on your workstation, perform the following tasks to set up the MCU for recording: 1. Configure the Recording Link between the conference and the recorder. 2. Configure the recording-related IVR Message Services to be used during recording. 3. Enable and specify the recording functions for conferences.
Chapter 8 - Recording When these components are configured, you will be able to record the recording-enabled conferences running on your MCU and to monitor the recordings and playbacks on the ReadiRecorder. ReadiRecorder software includes a default IVR Service.
MGC Manager User’s Guide - VoicePlus Edition Setting up Recording for Conferences This description of how to set up the recording functions for conferences explains only the procedures relevant to the ReadiRecorder. For the in-depth description of the entire conference setup procedure, refer to MGC Manager User’s Guide Volume I, Chapter 4. Conference definition is performed in the conferencing MCU, using the MGC Manager. Recording definition is identical for all types of conferences.
Chapter 8 - Recording • Recording Service – the name of the Recording Service you defined for the ReadiRecorder (for IP Recording Links), and the dial-in number assigned to the Recording Service (for ISDN Recording Links), see the ReadiRecorder Getting Started Guide, “Defining a New Recording & Playback Service”, page 3-38. To define a new recording link: 1. Expand the MCU Configuration. Right-click the Recording Links icon and then click New Recording Link. The Recording Link dialog box opens. 2.
MGC Manager User’s Guide - VoicePlus Edition Table 8-1: Recording Link Properties Field/Option Description Name Enter the name for the Recording Link. Interface Type Select the type of connection between the ReadiRecorder and the conferencing unit: • ISDN • • T1-CAS H.323 User Identifier String sent to the Recording System The identifier that identifies the user. This number is checked against the numbers registered in ReadiRecorder database.
Chapter 8 - Recording Table 8-1: Recording Link Properties (Continued) Field/Option Description H.323 If you selected an H.323 link to the ReadiRecorder, enter the required parameters: • Alias and Recording Service Name - The H.323 Network Service Prefix defined in the ReadiRecorder and the Recording Service Name. • Alias Type - Select the type of alias from list: — — — — — — H323 ID E164 URL ID Email ID Transport ID Party Number It is recommended to use H323 ID or E164 as the alias type.
MGC Manager User’s Guide - VoicePlus Edition Defining Recording Functions in IVR Service For the conferencing MCU, you need to define an IVR Message Service with activated recording messages and DTMF codes. This step is required only if you are not using the default IVR Service or if your current IVR Service does not include the recording messages. For a full description of the definition of new IVR Services in MGC Manager, refer to the MGC Manager User’s Guide Volume II, Chapter 2.
Chapter 8 - Recording 4. In the DTMF Codes dialog box, scroll down the list of messages to the the three recording messages: — Start Recording — Stop Recording 5. 6. — Pause Recording Optional. To change the default settings for a recording DTMF, select the message from the Name column and modify its DTMF Code or Permission in the boxes below the table. Click Finish. The IVR Service you defined is listed in the MCU Configuration under the IVR Msg Services icon.
MGC Manager User’s Guide - VoicePlus Edition Enabling Recording for a Conference This procedure is identical for all types of conferences. To enable recording for a conference: 1. In the Conference Properties - Settings dialog box, in the Message Service Type box, select IVR. 2. In the Message Service Name list, select a recording-enabled IVR Service. 3. Leave the Encryption option disabled (clear check box) at the conference level. Recording cannot be done on an encrypted connection.
Chapter 8 - Recording 5. In the Recording pane: a. Select the Enable Recording option to enable recording. b. In the Recording Link Name list, select the required link according to the conference Network connections. For an IP-only conference, use an IP Recording Link. For ISDN or a mixed network conference, select either an ISDN or an IP Recording Link. c.
MGC Manager User’s Guide - VoicePlus Edition Recording with MCU Version 7.05 In a configuration involving MCU v.6.11 or later and MGC Manager v.6 or later, you can record conferences with ReadiRecorder, using the following procedure. Even without the special Recording port or Link available in MGC version 7.0 and 7.1, you can set up recording in MGC version 6 or later for a conference by means of a special participant that acts as the recording port.
Chapter 8 - Recording e - The recording will be assigned the chairperson password of the recorded conference b – The recording will be assigned the conference billing code 3. Click the Advanced tab. In the Participant Properties - Advanced dialog box, these settings are required: — Recording – For both types of participant, recording will be enabled 4. as Dial-up. Complete the participant definition and click OK.
MGC Manager User’s Guide - VoicePlus Edition Recording and Playback Using Prairie Systems Prairie Systems provide audio recording and playback services for conferencing, that you can use with the MGC. To connect to the Prairie Systems recording facility and make recordings, a special Recording Port participant must be defined. The Recording Port is then added to the conference during the conference definition when making a list of participants - in the Conference Properties - Participants dialog box.
Chapter 8 - Recording A participant functioning as a recording port activates the Prairie recording system.
MGC Manager User’s Guide - VoicePlus Edition — Extension text prefix (Ext;, ext;, EXT; are permitted) - Code indicating that a string consisting of a series of digits are to be used during dial-up and connection to the Prairie system. The participant’s name, Prairie’s account prefix and conference recording ID Prairie’s recording phone number — p - Induces a pause of 1 second before transmitting the next digit or DTMF code.
Chapter 8 - Recording 3. In the Connection Type field, select Dial-out. 4. In the Participant Phone Numbers field enter Prairie’s phone number. 5. In the Interface Type field, make sure that ISDN is selected. 6. Select the Audio Only check box. 7. Click the Advanced tab. The Participant Properties - Advanced dialog box opens. 8. In the Recording field, select Dial-up. 9. Click OK to complete the participant definition.
MGC Manager User’s Guide - VoicePlus Edition is the DTMF code for a dial-out, and 9 represents the first digit assigned to the participant in the Name field in the Properties - Identification dialog box. When recording is initiated for a recording-enabled conference, the MCU calls Prairie Systems using the parameters defined for the participant (port), thus enabling the service.
Chapter 8 - Recording Modifying System.cfg This following system.cfg flags are relevant to the ReadiRecorder and should be modified when required. Modifying the system.cfg requires that system reset is performed. Do not reset the system unless absolutely necessary. To modify the ReadiRecorder system.cfg: • To access the system.cfg window, right-click the ReadiRecorder icon, click Recording System Utils and from the submenu, select Edit “system.cfg”. The SysConfig [system.cfg] dialog box opens.
MGC Manager User’s Guide - VoicePlus Edition The following table lists the system.cfg flags you can check and modify. Table 8-2: ReadiRecorder system.cfg Flags Section / Default Flags and Values Required Value Description NO No need for background music. 64 Affects the ReadiRecorder’s IVR Messages Status report. The default is the maximum number of IVR messages that can be downloaded for a given group (in this case 64 messages of 32second duration).
Chapter 8 - Recording Table 8-2: ReadiRecorder system.cfg Flags (Continued) Section / Default Flags and Values Required Value Description 80 Default unsecured port. 443 The default secured port required for SSL certified connections. This flag is added manually, when obtaining the SSL certificate. NO Enables choosing a secured or an unsecured port for the recorder. YES Required if the recorder is to use only the secured port and Secured mode. YES Required for securing the recorder’s Web site.
MGC Manager User’s Guide - VoicePlus Edition Conferencing MCU system.cfg flags The following table lists the system.cfg flags you can check and modify: Section / Default Flags and Values Required Value Description YES If recording is configured to start Immediately, that is when the first party joins the conference, this party will not hear the IVR message “The recording has started”.
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A Appendix A: Glossary This appendix lists the terms and abbreviations that relate to the MGC functionalities and technologies, and are commonly used in the MGC Manager documentation. Abbreviation/ Term Explanation AMI Alternate Mark Inversion. A T1 line coding format, inverting alternate ones. Asynchronous A transmission method used by dial up modems. Data is transmitted using a start bit at the beginning of a character and a stop bit at the end.
Appendix A: Glossary Abbreviation/ Term A-2 Explanation Bandwidth Defines the information carrying capacity of a channel. In analog systems, it is the difference between the highest frequency that a channel can carry and the lowest, measured in hertz. In digital systems, bandwidth is measured in bits per second The larger a connection's bandwidth, the more data can be transmitted in a given amount of time, allowing for greater video resolution and more sites in a conference. See Line Rate.
MGC Manager User’s Guide - VoicePlus Edition Abbreviation/ Term Explanation CAS Channel Associated Signalling. An interface for Audio Only conference participants. See also T1-CAS. CIF, 4CIF, QCIF Common Intermediate Format, an optional part of the ITU-T H.261 and H.263 standards. CIF specifies 288 noninterlaced luminance lines, that contain 176 pixels. CIF can be sent at frame rates of 7.5, 10, 15, or 30 per second.
Appendix A: Glossary A-4 Abbreviation/ Term Explanation E1 line An 2 Mb digital switched line used in Europe. Endpoint An endpoint is any conferencing unit or participating/ connected party. G.711 ITU-T audio algorithm, 64Kbps, 3.4 kHz. G.722 ITU-T audio algorithm, 64Kbps, 7 kHz. G.728 ITU-T audio algorithm, 16Kbps, 3.4 kHz. Gatekeeper A type of server that performs two main functions: translates LAN alias addresses of terminals and gateways to IP addresses and provides bandwidth management.
MGC Manager User’s Guide - VoicePlus Edition Abbreviation/ Term Explanation H.320 ITU-T standard that defines how the H-series video conferencing recommendations work together. H.323 ITU-T standard for audio, video and data communications across IP-based (LAN) networks, including the Internet. IMUX or Inverse Multiplexing A feature that allows high speed serial data streams to be divided into multiple of 56 or 64 Kbps for transmission over public digital switched networks (PSTN).
Appendix A: Glossary Abbreviation/ Term Network Service Explanation A collection of spans from a fixed service provider. Network services can be any of the following types: • Private Network • Public Utility, including: • • • • A-6 Long distance service Local service PTT PBX; local switchboard leased line Null modem cable A serial cable designed to eliminate the need for communication equipment when two digital devices are directly connected to each other.
MGC Manager User’s Guide - VoicePlus Edition Abbreviation/ Term Explanation T.120 A standard for data and application sharing. 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 States. WAN Wide Area Network. A communications network that services a geographical area larger than the LAN. Whiteboard An on-screen shared notebook for placement of shared documents.
Appendix A: Glossary A-8
