MGC Manager
User’s Guide
VoicePlus Edition, Version 7.5
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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. This certification means that the equipment meets
telecommunication network protective, operational and safety requirements as prescribed in the appropriate Terminal Equipment
Technical Requirements document(s). The Department does not guarantee the equipment will operate to the user's satisfaction.
Before installing this equipment, users should ensure that it is permissible to be connected to the facilities of the local
telecommunications company. The equipment must also be installed using an acceptable method of connection. The customer
should be aware that compliance with the above conditions may not prevent degradation of service in some situations.
Repairs to certified equipment malfunctions may give the telecommunications company cause to request the user to disconnect
the equipment.
Users should ensure for their own protection that the power utility, telephone lines and internal metallic water pipe system, if
present, are properly grounded. This precaution may be particularly important in rural areas.
Caution: Users should not attempt to make such connections themselves, but should contact the appropriate electric inspection
authority, or electrician, as appropriate.
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MGC Manager User’s Guide - Volume I
Audio Only Conferences ....................................................................1-12
Reservation Templates ...............................................................1-12
Default Reservation Templates ..................................................1-12
Connecting to an On Going Conference ............................................1-16
Dial-in SIP Participants .......................................................1-17
Defining Standard Audio Only Conferences and
About Conferences ...............................................................................2-1
MCU Configuration and Audio Only Conferences ......................2-6
Participant Roles ..................................................................................2-7
Participant Connection to Conference ..........................................2-8
Participant Connection Types ................................................2-8
Conference Access for Dial-in Participants ...........................2-8
IVR Access ..........................................................................2-12
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Table of Contents
End of Conference Reminder ............................................................ 2-48
Defining Participant Properties ......................................................... 2-49
ISDN/PSTN/T1-CAS Participant Definition ...................... 2-51
Simple Dial-in Using the IP Card Address ......................... 2-67
General Monitoring ............................................................................. 3-2
Participant’s Audio Status ................................................... 3-16
Monitor Filter ............................................................................. 3-17
Automatic Monitoring of Conferences ...................................... 3-19
Secure Conference Mode ........................................................... 3-19
Audio Tones ............................................................................... 3-21
Noisy Line Detection Mechanism and Automatic Muting ........ 3-22
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MGC Manager User’s Guide - Volume I
Managing Question-and-Answer Sessions .................................4-35
Controlling Q&A Queues with the Toolbar ........................4-35
Adding Questioners to the Q&A Queues .............................4-36
Changing Participant’s Position in Q&A Queue .................4-39
Allowing Participant Questions ...........................................4-39
Ending Participant Questions ...............................................4-40
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Table of Contents
Roll Call ..................................................................................... 4-72
Meeting Rooms and Entry Queues . . . . . . . . . . . . . . . . . . . . 5-1
Meeting Rooms ............................................................................ 5-1
Entry Queues ............................................................................... 5-2
Defining a New Audio Only Meeting Room ..................................... 5-4
Manually Assigning Phone Numbers to the Conference ...... 5-8
Manually Assigning the H.323 Service Prefix to the
Conference .......................................................................... 5-10
Completing the Meeting Room Definition .......................... 5-11
Listing Meeting Rooms ............................................................. 5-11
Defining a New Audio Only Entry Queue ........................................ 5-13
Enabling Encryption for Entry Queues ............................... 5-17
Listing Entry Queues ................................................................. 5-19
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MGC Manager User’s Guide - Volume I
IVR and Entry Queue Services . . . . . . . . . . . . . . . . . . . . . . . 6-1
Default IVR Prompts and Messages ..................................................6-53
Attended Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
Requirements for an Attended Conference ..........................................7-3
Defining an Operator Conference ........................................................7-5
Setting the Participants Connection to the Conference to Attended
Mode ....................................................................................................7-9
Setting the Entry Queue to Attended Mode .................................7-9
Setting the Conference Connection to Attended Mode ..............7-10
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Table of Contents
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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.
Touch-tone commands, MGC Manager and Web controls are the tools that are
used to manage both Audio Only conferences and participants and the part of
the video bridge that handles Audio Only and IVR functionality in both
Audio Only and Video conferencing.
The VoicePlus system uses voice prompts to guide participants to their
appropriate conferences. These prompts can be customized to enable multi-
lingual support. In Audio Only conference setup, only the functions,
operations and icons relevant to this type of conference are displayed in the
MGC Manager, while functions and operations relevant to video conferences,
such as ATM network connection or video options, are hidden and disabled.
The Polycom VoicePlus conferencing system provides a way to hold
meetings with participants at multiple remote sites. It enables end-users to
conduct all types of meetings from the office or from the road using a
telephone, whether they require a high-level, scheduled, operator-assisted
conference or the convenience of on-demand or reservationless meeting.
Audio Only conferences include only Audio participants. In an Audio Only
conference, participants can connect to the conference using different
network connections: PSTN/ISDN or T1-CAS lines, cellular phones, or VoIP
(H.323 or SIP). These conferences allow the use of VoicePlus capabilities.
When the Audio Look and Feel mode is set for the MGC Manager, the video
parameters are hidden, but you can still monitor video conferences if they are
run on any of the connected MCUs.
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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. In addition, it includes directions
for using the Polycom ReadiRecorder audio recording system
If you are new to the Polycom MCU and MGC Manager, we recommend that
you read the appropriate Getting Started Guide that accompanies your unit.
The other volumes of the MGC Manager User Guides documentation set
describe setting up and monitoring multipoint video conferences and
combined audio/video conferencing. They describe performing system
configuration activities for the MGC Multipoint Control Units (MCUs) to
which it connects. This user’s guide provides references to related topics in
other volumes of our documentation as relates to each topic.
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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
•
•
•
•
•
Ad Hoc conferencing
On-demand conferencing (On Going)
“Meet Me” reservationless conferences (Meeting Rooms)
Scheduled conferences (Reservations)
Recurrent conferences
Conference modes
•
•
Attended (Operator Assisted) conference; reserved and reservationless
Unattended conference; reserved and reservationless
Conference access
•
VoIP (H.323 and SIP), T1-CAS, and ISDN participants in a single
conference
•
•
•
•
•
•
Dial-in (Toll-free dial-in and caller-paid dial-in)
Automated (blast) dial-out
Operator initiated dial-out
Participant dial-out inviting new participants
Combination of dial-in and dial-out
One dial-in number for all conferences (Entry Queue)
Conference features and options
•
Automatic password and identification number generation at time of
conference booking
•
Two allocated passwords: conference and chairperson password
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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 lines
Automatic termination of conference
Conference On Hold (with background music)
E-mail notification (with Web scheduling only)
Access to a Reservations database
Security features
•
•
•
•
Conference-specific and Chairperson-specific entry password
Conference locking mechanism
Roll Call for joining participants’ identification
Data encryption at MCU, conference and participant level
Conference control options
•
•
•
•
Touch-tone (DTMF codes)
MGC Manager (Windows interface)
WebCommander (Web Browser)
Polycom ReadiManager application
On Going Conference management and monitoring
•
•
•
•
•
•
Active or exclusive speaker indication
DTMF detection for any participant
Connect and disconnect individual participants
Add participants during an On Going Conference
Dial-out to a participant during an On Going Conference (Invite)
Identify connected participants
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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-to-
one conversation with the Operator
•
•
•
•
Terminate the conference before its scheduled end time
Manage Question-and-Answer queues
Control voting (polling) sessions
Configure and enable an audio reminder of impending end of conference,
with automatic disconnection at scheduled end of conference
•
•
•
•
•
Secure the conference from unauthorized connection and monitoring
Operator assistance on demand
Enhanced operator tools for attended participant conferences
Monitor conference and participant status
Monitor all On Going and reserved conferences for multiple MCUs
Application features
•
•
•
•
Customizable voice messages
Configurable new feature event alerts
Software development kit
Access and SQL databases can be used to store participant and
conference information
•
•
•
Easily accessible Call Detail Records
Local or remote operators
Active display of system resources, individual participant statuses and
conference properties
•
Recording to an external device
System Requirements
The MGC Manager application can be installed in an environment that meets
the following minimum requirements:
IBM PC compatible computer Pentium II, 400 MHz CPU or higher
•
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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.”
Prerequisites
This manual assumes the user has the following knowledge:
®
®
®
•
Familiarity with Windows 98 , Windows NT , Windows 2000 or
®
Windows XP environment and interface
•
•
•
Basic knowledge of audio conferencing concepts and terminology
Familiarity with the Polycom Quick Start Guide for your MCU
Familiarity with the MGC Manager User’s Guide - Volume I, Chapter 3
VoicePlus Commands Shortcut Keys
In MGC Manager, you can quickly accomplish frequently performed tasks by
using shortcut keys. For example, pressing <CTRL> + <R> connects or
reconnects a participant to an On Going Conference.
•
•
The predefined shortcut keys can be modified using the Configure Shortcut
function from the Options menu. For more details, see the MGC
Administrator’s Guide, Chapter 5, “Configurable Shortcut Keys” on page 5-
144.
When upgrading the MGC Manager from version 6.0 or earlier, click
Configure Shortcuts on the Options menu, and then click Restore Defaults
to update the default shortcut keys.
The following default shortcut keys are used in VoicePlus MGC Manager:
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MGC Manager User’s Guide - VoicePlus Edition
Table 1-1: VoicePlus Commands Shortcut Keys
Command
Shortcut Key
Function
New
<Ctrl> + <N>
Used to create a new User Templates file or a
new Reservation Templates file.
Open
<Ctrl> + <O>
Opens the User Templates directory or the
Reservation Templates directory. Used to
view and open the contained files.
Copy/Paste/
Paste As
<Ctrl> + <C>
<Ctrl> + <V>
<Ctrl> + <P>
Copies the properties of a selected OnGoing
conference, Reservation, Entry Queue,
Meeting Room or participant, to the clipboard.
Note: To select several items to copy/Paste,
use the standard Windows conventions.
If you want to modify the selected items’
name or properties, click Paste As.
Cut
<Ctrl> + <X>
<Del>
Copies the conference or participant
properties to the clipboard while deleting the
original item. Used when copying participants
from one conference to another.
Delete
Used to terminate a selected On Going
Conference, Reservation, participant,
operator or template. Opens a dialog box to
confirm the selection.
Note: To select several items to delete, use
the standard Windows conventions.
Save
Help
<Ctrl> + <S>
<F1>
Saves a User or Reservation Template file, or
saves the changes to the database.
Opens the relevant Help topic.
<Ctrl> + <I>
<Ctrl> + <A>
Sets the participant’s Connection Type to
Dial-in.
Dial-in
Dial Out
Sets the participant’s Connection Type to
Dial out
New
Participant
<F8>
Adds a new participant to the On Going
Conference, reservation or Meeting Room.
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Chapter 1 - VoicePlus Overview
Table 1-1: VoicePlus Commands Shortcut Keys (Continued)
Command
Shortcut Key
Function
Connect
<Ctrl> + <R>
<Ctrl> + <T>
Connects or reconnects a participant to an
On Going Conference.
Participant/
Disconnect
Participant
Disconnects a participant from the On Going
Conference.
Note: To select several participants, use the
standard Windows conventions.
Mute Audio/
UnMute
Audio
<Ctrl> + <M>
<Ctrl> + <U>
Mutes the participant’s audio channel.
Unmutes the participant’s audio channel.
Refresh
<F9>
Refreshes the database.
Database
Next
Questioner
<Alt> + <N>
During a Q&A session, allows the operator to
let the next participant in the Q&A queue ask
the question.
Paste Entry
Queue As
<Ctrl> + <E>
Used to modify Entry Queue properties or
name when pasting the selected entry queue
from the clipboard to the Meeting Rooms &
Entry Queues list. Opens the Entry Queue
Properties dialog box.
Attend
<F2>
Moves the participant to the Operator
Conference for assistance.
To Home
Conference
<F3>
Moves the participant from the Operator to
the destination (Home) conference.
Hold
<F4>
Enables the operator to place the attended
participant on hold.
Clear Q&A
Queue
<Alt> + <C>
<F5>
Clears the selected participants listed in the
Q&A queue.
Move
(in attended
queue dialog)
Enables the operator to move the attended
participant to a selected conference
(Attended Participant dialog box).
Next
(in attended
queue dialog)
<F6>
Enables the operator to attend to the next
participant in line (Attended Participant dialog
box).
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MGC Manager User’s Guide - VoicePlus Edition
Table 1-1: VoicePlus Commands Shortcut Keys (Continued)
Command
Shortcut Key
Function
Join to
Conference
<F10>
Enables the operator to temporarily join an
On Going Conference, for example for short
announcements or assistance.
End Join
Operation
<F11>
<F12>
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.
Context Help <Shift> + <F1> Opens the relevant Help topic.
User’s Guide Conventions
The following terms and conventions are used in this Guide:
•
“Open” or “Double-click” is used to open files and applications.
“Double-click” can also expand a tree or open a dialog box.
•
“Select” or “Click” is used to highlight a part of the window, dialog box
or menu that you want to be changed with your next action. “Click” can
also select a menu option or activate a toolbar button.
•
•
•
•
“Right-click” is used when you press and release the right mouse button
to open a pop-up menu.
“Click OK” means that you can either click the OK button with the
mouse, or press the <Enter> key on the keyboard.
Keyboard keys appear in capital letters, between these two symbols < >.
For example, the Shift key appears as <Shift>.
The plus sign (+) between two key names indicates that you must press
and hold down one key while pressing down the second key. For
example, “press <Alt> + <P>” means that you press and hold down the
Alt key while you press the P key.
•
•
Bold type indicates the word or the character that you should type into a
text box or the name of the menu or command that you should select.
Italic type indicates the name of a menu, a dialog box or a field to or
from which to select or enter an option.
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Chapter 1 - VoicePlus Overview
•
•
“Expand a tree” means to click on the plus sign (+) next to it or double-
click the icon to display the dependent branches.
Tips and notes are indicated by an icon and appear in a special format on
a gray background. For example:
This is an example of the type of note that you encounter in this User Guide.
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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. Click this feature again to cancel the Audio Look & Feel mode.
3. Restart the MGC Manager application.
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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. operator attended or unattended conferencing.
When user’s move from one conference to another, they maintain the
resources as allocated to them. A VTX 1000 user who moves from a VTX
enabled conference to a VTX disabled conference is able to move back to the
VTX enabled conference and maintain the wide band connection as initially
allocated.
Reservation Templates
A Reservation template contains a partial or complete definition of a single
conference. It is used to run a series of conferences that use the same
parameters, such as participants, transmission rate and phone connections.
You can use a Reservation template to schedule a conference to start
immediately (On Going Conference), or to start automatically at a predefined
date and time (Reservation).
For information on defining a reservation template, see the MGC Manager
User’s Guide Volume II, Chapter 7.
Default Reservation Templates
Five default Reservation templates are installed with the MGC Manager:
•
Default-Audio: is the only Reservation template designed for Audio
Only conferencing. It includes the default IVR Service.
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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.
The MGC Manager automatically displays the Reservations in Database
window when starting the MGC Manager application every time the
application opens, unless you close Reservations Database window. If you
close it, it will not automatically reopen unless you manually open it and
leave it open. You can access the Reservations Database window by clicking
Reservations in AccordDB from the Window menu.
Using the default Reservation templates, you can schedule a conference to
start immediately (On Going Conference), or to start automatically at a
predefined date and time (Reservation).
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Chapter 1 - VoicePlus Overview
To start an On Going Conference from a default Reservation template:
1. Display the Reservations Database window.
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. If the Reservations in Database window is hidden behind other
windows, display it on top of the MGC Manager Main window: On
the Window menu, click Reservations in <database name>.
2. Expand the Default templates tree until you locate the desired
Reservation template.
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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
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.
4. Alternatively, click Start to schedule a conference to start now, while
modifying its properties (such as name, duration or passwords) or to
schedule the conference to start later (Reservations).
The conference is started and is added to the On Going Conference list.
If you have scheduled the conference to start later, it will appear in the
Reservations list.
If the MCU does not have enough resources to run the conference, an
appropriate error message is displayed.
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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.
Dial-in participants can connect directly to the conference using its dial-in
number (PSTN/ISDN/T1-CAS participants) dialing string composed of the IP
Network Service Prefix and conference Numeric ID (H.323 participant) or the
conference URI (SIP participant).
Undefined participants connect to a conference by using the conference dial-
in number (ISDN/T1-CAS/PSTN), dialing string (H.323) or SIP URI (SIP).
The ISDN/T1-CAS dial-in number, the H.323 Network Service Prefix and
conference numeric ID are displayed in the Status pane of the MGC Manager
main window.
To view the list of On Going Conferences and their dial-in numbers:
•
Expand the MCU tree, and then click the On Going Conferences icon.
The list of On Going Conferences with their H.323 Network Service
Prefixes, Numeric IDs and dial-in numbers are displayed in the Status
pane.
ISDN/T1-CAS/PSTN
For a description of the Status and Monitor pane columns, see MGC
Manager User’s Guide, Volume I, Chapter 5.
Undefined Dial-in ISDN Participants
Undefined ISDN participants dial-in to a conference directly using the dial-in
number provided by the conference organizer or the MGC Manager operator.
If necessary, add the country code and area code.
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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.
Dial-in SIP Participants
SIP participants can connect directly to a conference by entering the
conference URI in the format: name@domain name
The SIP address is displayed in the Network Service Properties dialogue box,
DNS Settings tab, Local Domain Name field.
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Chapter 1 - VoicePlus Overview
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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. On demand conferencing enables participants to
immediately start and connect to an On Going Conference from their
endpoint, with no advanced scheduling.
Scheduled Conferences
Scheduled conferences are arranged ahead of time or just before the
conference starts. The scheduling can be done by means of the MGC
Manager application, by using the browser based WebCommander
application or by means of Microsoft Outlook using the MGC Personal
Scheduler Add-On. These conferences are deleted from the MCU when they
end.
On Demand Conferencing
The MGC environment offers two methods for on demand conferencing:
•
•
Ad Hoc Conferencing
Meeting Rooms
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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. It remains in the MCU memory
(configuration) and in the Meeting Rooms list. For a detailed description of
Ad Hoc Conferencing, see, MGC Manager User's Guide, Volume II, Chapter
3, “Ad Hoc Conferencing and External Database Authentication”.
The Meeting Room is activated when the first participant connects to it. The
conference connection information is given to all other participants by the
Meeting Room owner. The Meeting Room is terminated when the last
participant disconnects from the conference or when the chairperson leaves
the conference, depending on the conference settings. However, Meeting
Rooms can be manually terminated at any time by the MGC Manager
operator, or by the conference chairperson via the WebCommander or by
using the appropriate DTMF code.
On Going Conferences
An On Going Conference is a conference that has already started. An On
Going Conference is created to start immediately or was pre-set previously
and the scheduled time to start has arrived.
Reservations
Reservations are conferences scheduled to start at some time in the future.
Reservations are defined using the same parameters as On Going Conferences
with the addition of the conference start date and time.
When defining a Reservation, you can also schedule a recurrent conference.
Each occurrence is deleted from the MCU when it ends.
Attended and Unattended Conferences
Audio Only conferences can be managed by an Operator who takes an active
part in the conference, or they can run unattended while the participants
manage the conference themselves with the meeting organizer who optionally
has additional privileges.
All conferences can be set as Unattended or Attended mode. All conferences
are set as Unattended unless the Attended mode is selected in the IVR
Service or Entry Queue Service when selecting the On Hold for Operator
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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. This type of
conference is set up once, to be activated by the participants when required.
Although an operator is not needed for this conference, one can be on hand. In
an unattended conference, it is the conference chairperson who controls all
features and functions of the conference either by means of the touch-tone
telephone, another DTMF input device or through the Internet using the
WebCommander application. Conference participants can perform simple
operations (such as muting or unmuting their lines or modifying their
volumes) from their touch-tone telephone or DTMF input device. Actions
that can be performed by the participants or the chairperson, are defined in the
IVR Service that is assigned to that conference.
Attended Conference
An attended conference is an Operator Assisted conference. It is a service
designed usually for large conferences that require the personal touch. In the
attended conference, the connection to the conference is controlled by the
operator and, in many instances, the operator also takes part in the On Going
Conference. In many attended conferences, the name and the telephone
numbers of each dial-out participant are given to the operator at the time the
reservation is made. This information is used to define the participants prior
to the conference start in the MGC Manager or the WebCommander
applications. Using the enhanced tools for attended participants, the operator
or coordinator organizes the conference call, makes sure all invited
participants are on hand, calls the participants then sees to it that the
conference proceeds according to plan. If the Entry Queue Service assigned to
the Entry Queue used for conference access is set to Attended mode (On Hold
for Operator Assistance), when the participants connect to the Entry Queue,
they are automatically moved to the Participants Queue where they wait for
the operator to connect them to the conference.
In the same way, an IVR Service can be configured to Attended mode. Then
all participants connecting to the conference are automatically moved to the
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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. The
operations that can be performed by the participants and chairperson are
configured in the IVR Service assigned to the conference.
Participants Queue
In the Participants Queue, the system lists participants who require the
operator’s assistance to connect to the conference, during the conference or
were placed on hold - in any conference, regardless of the conference they
belong to. The Participants Queue is intended for Attended conferences.
Using special toolbars, command buttons and options provided in the
Participants Queue window, the operator can easily connect participants to
their destination (Home) conference.
Conference Types
There are three types of conferences:
•
Standard - is a conference that is started once, and when the conference
ends, it is deleted from the MCU. You can schedule a series of recurring
reservations with the same parameters for each reservation in the series.
Once defined, each of the reservations is treated as a single, unique
reservation that can be modified (except for its name) or deleted from the
MCU. For detailed description of Reservations and recurring
Reservations, see “Scheduling a New Reservation” on page 2-41.
•
•
Meeting Room - is a conference that has no allocated resources on the
MCU or a starting date and time. It is defined once but can be activated
page 5-1.
Operator - a private, one-on-one conference that enables the Operator to
assist participants without disturbing the On Going Conferences, or
without being heard by other conference participants. An Operator
Conference can have up to two participants only: the operator and a
participant. For more details, see Chapter 7, “Defining an Operator
Conference” on page 7-5.
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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). IVR automates the
connection to the conference process and enables the participant to perform
various operations during the On Going Conference. By combining the input
of the caller with the menu-driven scripts, participants can call the conference
dial-in number and use a touch-tone telephone or the endpoint’s remote
control to interact with the conferencing system. The IVR Services are
assigned at the conference level, and different conferences may use different
IVR Services, or the same IVR Service may be used for all conferences.
The Entry Queue Service is a subset of the IVR Service and behaves in the
same way. An Entry Queue is a special routing lobby to which one or several
dial-in numbers are assigned. Participants connect to this lobby and are routed
to their destination conferences according to the conference Numeric ID or
password that they enter using touch-tone signals (DTMF codes). Different
same video Entry Queue can be used by audio and video participants
provided that the audio algorithm is set to G.711 (telephone standard).
Entry Queues remain in a passive state when there are no participants in the
queue and they are automatically activated when a participant dials the Entry
Queue number.
For more information on Entry Queue definition, see Chapter 5, “Meeting
Rooms and Entry Queues”.
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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.
T1-CAS participants are supported only with the Audio+12/24, Audio+24/48
and Audio+48/96 cards.
It is not possible to mix an ISDN Network Service and a T1-CAS Network
Service on the same Net-2/Net-4/Net-8 Network Interface module. Therefore,
to run both ISDN and T1-CAS conferences simultaneously, you must install
two separate the Net-2/Net-4/Net-8 cards. IP or IP+ cards are required to run
conferences that include VoIP participants.
IP+ cards from version 4.23 or higher are required for conferences that
include SIP participants. IP (12 or 24) cards are sufficient for H.323-only
conferences.
The VTX 1000 connection is supported with the Audio+12/24, Audio+24/48
and Audio+48/96 cards and the MGC-25.
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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. The functions that participants
can perform are defined in the IVR Service. In some cases, a standard
participant can have the same privileges as the chairperson.
•
Chairperson - takes part in the conference but is also the meeting’s
organizer. The chairperson interacts with other participants in the same
conference, and can control the conference using a Web browser or the
DTMF codes. Chairpersons perform all the functions of the standard
participant but have additional privileges. They can start a voting
session, grant the floor to participants who wish to ask questions, mute
and unmute participants, connect and disconnect participants, define
themselves participant as the conference speaker while muting all other
participants and place participants on hold. Some chairperson functions
can be performed only via the Web browser. Functions that can be
performed using the DTMF codes, are determined in the IVR Service.
•
Operator - can perform all the chairperson’s functions and additional
operator-specific functions. The operator can control and monitor all On
Going Conferences simultaneously as well as perform general
configuration and maintenance operations, but does not have to
participate in a conference in order to control it. During On Going
Conferences, the operator can move participants from one conference to
another, assist participants who need help, terminate the conference
before its scheduled time and join the conference. In addition, operators
can identify participants as VIPs, move them up or down in the Q&A
queue, and give them special attention. Operators perform all activities
via the MGC Manager or the MGC WebCommander.
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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).
Participant Connection Types
Conference participants can connect to the conference by calling the
conference (dial-in) or when the conference initiates the call to the participant
(dial-out) at the beginning of or during the On Going Conference.
Conferences can include only dial-in participants, only dial-out participants or
both kinds of participants.
Dial-in Participant
In a conference that includes dial-in participants, the participants may be
defined in advance and identified by their Calling Line Identifier (CLI)
number, IP address or alias once they connect to the conference. The
conference can include anonymous, undefined participants, who were not
defined by the operator or meeting organizer prior to the conference start.
They connect to the conference if they dial the conference dial-in number and
have entered the appropriate password (if one was assigned to the
conference), or by means of an Entry Queue. Conferences that include
undefined dial-in participants must be defined as Standard - Meet Me Per
Conference or Meeting Room conferences.
Dial-out Participant
In a conference that includes dial-out participants, participants can be called
individually by the meeting organizer or by the operator or automatically by
the system. In the automatic (blast dial-out) mode, the system treats the
participants as a group and calls them all to connect them to the conference.
Dial-out participants must be defined by the meeting organizer or operator,
usually during the conference definition.
Conference Access for Dial-in Participants
A conference may be accessed directly by dial-in participants or through an
Entry Queue or conference IVR queue.
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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.
•
Meet Me Per Conference - Assigning a dial-in number to each
conference and defining the conference as Meet Me, allowing undefined
participants to connect to the conference.
MCU
Conference1
Numeric ID: 1222
Dial-in number: 9251222
IP Endpoint
9251222
Network
ISDN/PSTN
Endpoint
ISDN/PSTN
Endpoint
Conference2
Numeric ID: 1223
Dial-in number: 9251223
IP Network Service
Prefix - 925
Figure 2-1: Direct Conference Access
The meeting organizer or operator assigns a dial-in phone number to each
conference designated as a Meet Me Per Conference or Meeting Room. The
conference dial-in number is given to all the conference participants who use
it to directly connect to the conference. Using this mode, any participant who
dials the conference number can connect to the conference until all the MCU
resources are utilized or the maximum number of participants is reached.
The Meet Me Per conference is the basis for the Meeting Rooms definition.
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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.
SIP participants connecting within the organization, dial the conference name
or numeric ID. For example, Conference1 or 1222.
Such a conference may be defined as:
•
Standard with Meet Me per Conference and Allow Undefined
Participants selected (No Entry Queue Access or IVR)
•
Meeting Room with Allow Undefined Participants selected (No Entry
Queue Access or IVR)
For more information about Meet-Me per Conference and Meeting Rooms,
see Chapter 5, “Defining a New Audio Only Meeting Room”, page 5-4.
In all conferences with “undefined” dial-in participants, the conference or Entry
Queue dial-in number may be automatically assigned by the MCU. The number
is taken from the dial-in numbers defined in the ISDN/T1-CAS Network Service.
Entry Queue Access
Entry Queue is a call routing method in which all participants dial the same
dial-in number. Participants are guided by voice prompts which are part of the
Entry Queue Service. The Entry Queue makes it possible to use a limited
number of PSTN/ISDN/T1-CAS dial-in numbers for all the conferences and
to use toll-free numbers for conferences which are charged to the meeting
organizers.
Entry Queues that were defined for video conferencing can also be used for
Audio Only conferences, so there is no need to define separate Entry Queues
for Audio Only conferences. When the Entry Queue Access option is
designated for a conference, the participants connecting to that conference
follow a two-stage process:
1. Participants connect to an Entry Queue, where they are routed to their
conference in one of two ways:
—
Automatically, according to the Numeric ID or conference
password, depending on the MCU configuration
or
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—
Wait for the Operator’s assistance. The Entry Queue Service is set to
Attended mode (on hold for Operator assistance).
2. 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. The IVR Service assigned to the
conference is set to Attended mode (On Hold for Operator
Assistance).
MCU
Conference1
Numeric ID: 1234
Password: 34567
IP Endpoint
1234
1234
1300
9251222
Network
ISDN/PSTN
Endpoint
Numeric ID: 1222
ISDN/PSTN
Endpoint
IP Network Service
Prefix - 925
Conference2
Numeric ID: 1300
Password: 71356
Figure 2-2: Dial-in connection via Entry Queue with Numeric ID
In the example in Figure 2-2, one or several dial-in numbers are allocated to
an Entry Queue. In addition, a numeric ID is assigned to each conference and
a conference password and chairperson password may be defined. Conference
participants are provided with the dial-in number string (H.323) or URI (SIP)
and the appropriate conference numeric ID and passwords. When participants
dial-in using the number they were given, they connect to the Entry Queue
where they are requested to enter the appropriate conference Numeric ID or
password, depending on the MCU configuration. According to this numeric
ID or passwords, participants are routed to the appropriate conference.
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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. The conference password is used to provide security
for the conference.
In all Audio and Video conferences, the IVR Service must be assigned to the
conference to enable DTMF code input by the participant and chairperson.
In IVR-enabled conferences, the caller enters the conference IVR queue as
part of the connection process. Participants connect to the conference IVR
queue by dialing the conference dial-in numbers. Using the telephone keypad,
participants input the required information to menu driven scripts and voice
prompts that are part of the IVR Service. Once the correct information is
entered, the participants are connected to the conference.
MCU
Conference1
Numeric ID: 1222
Password: 34567
IP phone
9251222
Network
ISDN/PSTN phone
IP phone
IP Network Service
Prefix - 925
Conference2
Numeric ID: 1223
Password: 71356
Figure 2-3: Dial-in connection via IVR system
In the example in Figure 2-3, a dial-in number and a numeric ID are assigned
to each conference. In addition, an IVR Service is also assigned to the
conference. When the callers dial in either the conference dial-in number or
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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.
In the system, such a conference may be defined as:
•
•
Standard with IVR Service
Meeting Room with IVR Service
Conference Access for Dial-out Participants
In unattended Audio Only conferences with no IVR Service assigned to them,
dial-out participants (operator dial-out or system dial-out) are connected
directly to the conference without going through an Entry Queue or an IVR
Queue.
In IVR-enabled Audio Only conferences or in conferences designated as
Entry Queue Access, dial-out participants enter the IVR queue where they
may be requested to enter the conference password or any digit to confirm the
connection.
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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. Right-click the On Going Conferences icon and then click New
Conference.
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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.
All the properties of an On Going audio conference are logically grouped
in these setup tabs:
—
—
—
General – lets you define the basic conference parameters, such as
name, duration, password and type of conference access.
Settings – lets you define the conference media options and
technical parameters, such as audio algorithm and encryption.
Participants – lets you set options for participant connections, and
add participants from the Participants database/template file, or
define new participants.
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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.
If you are defining a conference that is accessed through an Entry Queue, you do
not need to define the Meet Me per Conference parameters.
General Properties
In the Conference Properties- General dialog box, you can define the general
properties of an Audio Only conference, such as name, duration, conference
type, supported networks and passwords.
3. Define the following General properties parameters:
Table 2-1: Conference Properties - General
Field/Option
Description
Name
Enter a unique name using up to 80 characters. Naming the
conference is mandatory.
Note: If the same name is already used by another
conference, Meeting Room, Entry Queue, or Reservation in
the same or partially overlapping time frame, when you save
the conference on the MCU, an error message is displayed
requesting you to enter a different name.
Duration
Billing
Define the duration of the conference using the format
HH:MM (default 2:00, maximum 99:59).
For example, to define a duration of 30 minutes, enter 0:30.
For duration of 90 minutes, enter 01:30.
Enter the conference billing code if one is allocated to the
conference.
Note: If a reservation system is used, it can allocate a billing
code. The Billing code can also be defined by the conference
chairperson or by means of the DTMF codes for the
conference while the conference is running.
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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. If left blank, the MCU
automatically assigns the password to the conference once
the conference definition is completed (provided the MCU is
configured to automatically assign passwords). For more
details about the MCU configuration, see the MGC
Administrator’s Guide, Chapter 5, “Edit system.cfg”.
Note: This field is applicable only to IVR-enabled
conferences that are configured to prompt for the entry
password, or to conferences accessed from an Entry Queue
using passwords as the routing method.
Web/
Chairperson
Password
Enter a numeric password for participants to use to identify
themselves as the conference chairperson. This password is
only required in IVR-enabled conferences that are
configured to prompt for the chairperson password.
Note: This password is also used to monitor the conference
from the WebCommander application.
Numeric ID
A unique Numeric ID (NID) is assigned to each conference
as a unique identification number. It is used for accessing the
conference from the Entry Queue and as part of the dialing
string when dialing into the conference from an H.323
endpoint. The Numeric ID can be assigned manually or
automatically.
To manually assign the NID, enter a unique number of digits
defined in the “system.cfg” file. If you do not assign the
Numeric ID, the MCU automatically assigns a number after
the completion of the conference definition, when the
conference is saved on the MCU.
Note: If the MCU is configured to support only automatic
assignment of Numeric IDs, then this field is disabled and the
system automatically assigns a Numeric ID after you save
the conference on the MCU.
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Chapter 2 - Defining Standard Audio Only Conferences and Reservations
Table 2-1: Conference Properties - General (Continued)
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.
Meet Me Per
Conf
Select this option to enable undefined participants to connect
to a conference by dialing the conference dial-in number.
Undefined participants are those who were not defined prior
to the conference start.
When this option is selected, a dial-in number (ISDN
conference by the system or manually by the operator.
If the Entry Queue Access option is selected for the
conference, and you do not want to assign an additional
ISDN dial-in number to the conference, do not select this
option.
Selecting this option activates the Meet Me per Conference
tab. To define the Meet Me per Conference properties, see
“Defining a New Audio Only Meeting Room” on page 5-4.
Note: If a conference is set as both Entry Queue Access and
Meet Me Per Conf to which a separate ISDN dial-in number
is assigned, participants can connect to the conference by
means of the Entry Queue and directly using this number. If
you do not require the direct dialing to the conference or you
want to conserve the number of dial-in numbers, select
either the Meet Me Per Conf option or the Entry Queue
Access option.
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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.
•
The titles of the User Defined fields can be modified in
the Database Manager -> Defaults -> User Defined
Defaults and loaded to the MGC Manager application.
For a detailed description on how to load the user defined
default titles, see the MGC Manager User’s Guide,
Volume I, Chapter 3.
Conference Type Select the type of conference:
•
Standard – Select this option to define a conference that
will be deleted from the MCU once it is terminated, and
whose resources are allocated to its participants at the
end of the definition process.
•
Meeting Room – Select this option to define a
conference that remains permanently on the MCU. It
exists inactive, without resource allocated to it and can
be activated repeatedly, when the first participant
connects to it. It is terminated when the last participant
exits.
•
Operator – Select this option to define an Operator
Conference. An Operator Conference enables Operator
Assistance and managing participant connections to the
conference in attended conferencing services.
Media
Select Audio, to define an Audio Only conference.
Note: In the Audio Look and Feel mode, Audio is
automatically selected.
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Table 2-1: Conference Properties - General (Continued)
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.
•
IP / ISDN / ATM / MPI / T1-CAS – Participants using all
types of network connections can join this conference.
Remarks
Using up to 300 characters, you can enter any text regarding
the conference. This text will be included with the conference
properties and is also saved to the CDR file as part of the
conference record to be retrieved later.
To add a new remark, enter text in the Remarks box, and
then click the Update Remark button.
Note: If the text is too long, split it into several remarks,
updating the text after each remark. At the scheduling stage,
only one remark can be entered. Additional remarks can be
entered during the On Going Conference.
Remarks History Displays all remarks that were entered or updated for this
conference by operators and were saved to the CDR file.
This field can be read during the conference but not at the
reservation stage. Entries are shown in ascending order
(latest entry showing at top of list).
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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. If you want to change the system defaults for the advanced parameters,
click the Advanced >> button to view and modify additional settings for
each of the main panes.
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Chapter 2 - Defining Standard Audio Only Conferences and Reservations
The Advanced options remain on display until you click the <<Basic
button again. The MGC Manager remembers the last dialog box setting.
In most conference definitions you do not need to modify the Advanced
parameters.
All the fields in the Settings dialog box display the default values defined
in the MGC Database Manager - Conference Defaults according to the
conference type selected in the Properties - General dialog box.
For more details on the Conference Defaults definition, see the MGC
Manager User’s Guide, Volume II, “Using a Database”.
6. Define the following basic settings:
Table 2-2: Conference Properties - Basic Settings
Field/Option
Description
General Settings - Basic
Encryption If you are defining an IP Only conference, select this
option to enable data encryption on the conference
level. In that case, all participants must be encrypted in
order to connect to the conference.
Note: This option is enabled only in IP Only
conferences. For a detailed description, see the MGC
Manager User’s Guide Volume II, Chapter 1, “Advanced
Conference Settings”.
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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).
When the IVR Service option is enabled, additional
fields are activated.
When the IVR Service is disabled, the participants are
unable to use DTMF codes to control the conference or
perform any operation during the conference.
If IVR Service is disabled and the Entry Queue Access
is enabled, participants connect to the conference
directly from the Entry Queue.
If IVR Service and Entry Queue Access are disabled,
only defined participants can connect to the conference.
Undefined dial-in participants can connect only if the
Meet Me Per Conf option is enabled for the conference.
For detailed information about IVR Message services
and setup, see Chapter 5, “IVR and Entry Queue
Services”.
Message
Service Name
Select the IVR Service to be used during this
conference from the list of currently defined IVR
Message Services. The IVR Message Service includes
voice messages to be played when participants wait in
the IVR queue or during the conference. It also includes
DTMF codes for operations participants can perform
during the conference.
Note: If left blank, the default IVR Service is used (if
one is set as default). For more details, see Chapter 5,
“Setting an IVR Message Service as Default”.
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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. These resources
are allocated and maintained throughout the call, even
if the call disconnects or drops to narrow band mid call.
Note: VTX 1000 must be enabled at the MCU level in
the system.cfg file. For a detailed description of the flag,
see MGC Administrator’s Guide, Chapter 5, “Edit
“system.cfg””.
General Settings - Advanced
On Hold
Select this option to place the conference on hold.
While in the On Hold state, all the participants hear the
background music.
Clear this check box to reinstate the conference.
Note: A conference on hold can be released and
placed on hold during an IVR-enabled On Going
Conference.
Enable Invite
Select this option to enable the Invite feature. When
selected, participants in the conference are able to
invite new participants during the On Going
Conference. In this mode, the participants are moved
out of the conference temporarily and can dial-out to the
invitee.
Note: This option can be enabled only during the
conference definition stage of an IVR-enabled
conference.
SilenceIT
Enables automatic muting of noisy lines during
IVR-enabled conferences.
Conference Lock Select this option to lock the conference to undefined
(Meet Me) dial-in participants and prevent them from
joining the conference once it has started.
Note: A locked conference can be unlocked during an
On Going Conference.
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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.
Start Conference Select this option to indicate that the conference will
Requires
Chairperson
only start when the participant defined as a chairperson
connects to the conference.
The amount of time the conference waits for the
chairperson to connect (before it is automatically
terminated) is defined by a flag in the system.cfg file.
Participants who connect to the conference while
waiting for the chairperson to connect are automatically
placed on hold and hear background music.
When the check box is cleared, the conference will start
at its predefined time or when the first participant
connects to it.
Note: This option is enabled only when an IVR Service
is assigned to the conference.
Terminate
Select this option to automatically end the conference
Conference after once the conference chairperson disconnects from the
Chairperson
Exits
conference. After the chairperson exits the conference,
the conference shuts down.
Note: This option is enabled only when an IVR Service
is assigned to the conference.
Auto Termination Select this option to automatically end the conference
as defined by the Before First Join and After Last Quit
fields.
Empty conferences still use resources that were
reserved for them. By ending the conference, this
option saves resources and billing costs.
Before First Join No participant has connected to the conference for a
x Min
predetermined time, and the conference is idle. The
period is defined in the Before First Join x Min field.
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Table 2-2: Conference Properties - Basic Settings (Continued)
Field/Option Description
After Last Quit x All the participants have disconnected from the
Min
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. Select the preferred audio
algorithm for the type of conference you define:
•
56(G711) 56(G711) – (default). In mixed network
conferences this is the only available option and
therefore the field is read-only.
•
8(G729/G723.1) – Available only for VoIP (IP Only)
conferences.
Note: When the VTX 1000 check box is selected, the
system automatically uses the G.722.7 algorithm for the
connection between the endpoint and the conference.
Roll Call
The Roll Call feature of the IVR Message Service is
used to record participants names and to play them
back when participants enter or leave a conference.
The chairperson can request the system to play the
names of all connected conference participants at any
time during the conference.
To enable this option, the Roll Call option and fields
must be enabled in the IVR Service assigned to the
conference.
Note: If the Roll Call option is disabled for the
conference but enabled in the assigned IVR Service,
the participant name is still recorded since the Roll Call
can be enabled by the chairperson during the On Going
Conference.
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Table 2-2: Conference Properties - Basic Settings (Continued)
Field/Option Description
Entry Tone / Roll Select this option to play an audio tone to all connected
Call
Announcement
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.
If the Roll Call option is enabled for the conference, the
Entry Tone is replaced by a playback of the recorded
participant name followed by a message “... has joined
the conference”.
End Time Alert
Tone x Min
Select this option to play the end of conference
reminder tone. This tone is played once, to all the
connected participants, x minutes before the end of the
conference. The tone is embedded in the MGC unit. At
the same time that the tone is played, the Conference
icon is replaced with the End of Conference icon.
Note: If Auto Extend (automatic extension of the
conference) is enabled for the MCU in the “confer.cfg”,
selecting this option also enables the automatic
extension of conference duration for this conference.
For more details see the MGC Administrator’s Guide,
Chapter 5, “MCU Utilities.”
Exit Tone / Roll
Call
Announcement
Select this option to play the exit tone to all the
connected participants when a participant disconnects
from the conference. The tone is embedded in the MGC
unit.
If the Roll Call option is enabled for the conference, the
Exit Tone is replaced by a playback of the recorded
participant’s name and the voice message “... has left
the conference”.
Audio Mix Depth Indicate how many of the loudest voices speaking at the
same time will be heard. The value 3 indicates that the
three loudest participants speaking at the same time will
be heard. Maximum number of participants that can be
mixed is 5.
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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. For example, when defining the participant
during an On Going Audio Only conference, only Audio participants can be
defined.
Dial-in participants can be defined or undefined. Undefined dial-in
participants can connect to an Entry Queue Access conference, a Meeting
Room or a Meet Me Per Conference, without prior scheduling as long as they
know the conference dial-in number, the conference password or numeric ID
(depending on the MCU configuration) and the conference start date and
time. This mode is usually used in unattended, conferences.
New Participants can be defined in one of the following methods:
•
From the Conference Properties dialog box when scheduling the
conference or during the On Going Conference.
•
From the conference right-click menu or the Add Participant icon during
On Going Conference.
Participant template that is stored in the Participant Database or in the User
Template file can be used to add participants to conferences without defining
their parameters. The parameters are taken from the template. The definitions
of the Participant Template in the User Template or in the Participants
Database are described in the MGC Manager User’s Guide, Volume II.
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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.
If the Meet Me Per Conf option is selected in the Properties - General
tab, you can allow undefined dial-in participants to connect to the
conference by selecting the Allow Undefined Participants option. This
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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. For more
information, see the Administrator’s Guide, Chapter 3, “Completing the T1-
CAS Network Service Definition” and "Assigning the T1-CAS Network Service
to the Net-2/Net-4/Net-8 Card".
8. If required, add participants to the conference using the following
options:
Table 2-3: Conference Properties - Participants
Field/Option
Description
Pre-Defined
Participants
Lists the names of participants defined in the source file
that contains predefined participants. The source can
be a Participant database, User template file or an
LDAP directory (when available). The list is empty if no
source was selected in the Pre-Defined Participant file
box, or if no participant was defined. To list participants
in this box, select the appropriate source file in the Pre-
defined Participants file box.
Search
Use this option when the list is very long, to display only
those participant names that match a particular
character string.
Type the string in the Search text box.
As each character is typed, all participants starting with
the specified character string are displayed in the
Pre-Defined Participants list.
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Table 2-3: Conference Properties - Participants (Continued)
Field/Option
Description
Displays the full path and file name of the selected User
Pre-Defined
Participants File 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. The Open Parties in Database dialog box
opens, letting you select the database and Group
from which the Participant templates should be
listed.
•
•
Click Browse to load a different User Template file,
and use the standard Windows convention to locate
the required file.
Click Directory to list participants defined in an
LDAP-compatible directory.
Conference
Participants
Lists the names of the participants who are currently
assigned to the conference.
To add selected participants from the selected database
Group, User Template file or LDAP directory to the
conference:
Add Participant
•
Click the name of the participant in the Pre-Defined
Participants list.
•
Click the Add Participant (>>) button.
The participant's name appears in the Conference
Participants list.
To remove a participant from the conference:
•
Click the name of the participant in the Conference
Participants list.
Delete
Participant
•
Click the Delete Participant button.
The participant's name is removed from the Conference
Participants list and from the conference but not from
the database or User Template file.
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Table 2-3: Conference Properties - Participants (Continued)
Field/Option Description
Allow Undefined Select this option to let undefined participants to
Parties
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.
Note: This option is automatically selected when the
Meet Me per Conf or Entry Queue Access options are
selected in the Properties - General tab.
Min Participants
Define the total number of participants for which the
system reserves resources. This number should include
defined as well as undefined participants.
For example, if the conference includes two defined
participants (dial-in or dial-out) and you want the system
to reserve resources for three additional undefined
participants, enter 5 in the Min Participants box.
If you enter 0, no resources will be reserved for the
conference. Participants will be able to connect to the
conference if there are available resources.
Note: The total number of conference participants is
limited by the value set in the Max Participants
parameter, or by the maximum number of participants
per conference supported by the MCU.
Max Participants Enter the maximum number of participants who can
connect to the conference at one time. The maximum
number is calculated taking into account both the
defined and undefined participants.
Use this option to save resources for other conferences.
When set to Auto, the maximum number of participants
is determined by the maximum number of participants in
a conference as supported by the MCU, or the by the
availability of MCU resources.
Select this option to designate an operator-controlled
dial-out conference connection. When this option is
checked, the participants remain in standby state until
the operator manually connects each of the dial-out
participants to the conference.
Dial-Out
Manually
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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
database or in the current User Template file that is
listed in the Pre-Defined Participants File box.
If you do not save the new participant's definition in the
database or in the User Template file, the participant’s
properties will be deleted once the On Going
Conference ends.
For a detailed description of participant definition, see
“Defining Participant Properties” on page 2-49.
9. Use one of the following methods to list participants in the Predefined
Participants list and add participants to the conference:
•
•
Add participants from the database
Add participants from the User Template file
To list participants from the database:
a. Click the From database... button to display the list of participants
stored in the database in the Pre-Defined Participants.
If you are not logged into the database, the Database dialog box
opens.
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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.
The Group option is enabled by default, displaying the highest
group in the Groups hierarchy to which the logged in user has
access. You may select another group from the Groups hierarchy
list. Only groups to which you have access, are listed in the Groups
list.
e. Click OK. The list of all the participants in the filtered category is
displayed in the Pre-Defined Participants list, and the name of the
participant’s Group is displayed in the Pre-Defined Participants File
You can now add names from this list to the Conference Participants
f. In the Pre-defined Participants list, select the participants to add to
the conference and click the Add
button.
To add participants from the User Template file:
a. Click the Browse button to list the User Template files stored on
your computer.
The Browse dialog box opens letting you select the User Template
file (.usr).
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b. Using standard windows conventions, select the User Template file
and click Open.
The participants in the User Template file are listed in the Pre-
defined Participants list.
c. In the Pre-defined Participants list, select the participants to add to
the conference and click the Add
button.
Recording
This dialog box is used to enable recording the audio channel of the
conference. It is intended for use with the ReadiRecorder.
To enable recording for an On Going Conference:
10. Click the Recording tab.
The Recording dialog box opens.
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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.
The recording link defines the connection
parameters between the conference and the
recording system.
Note: To view the Recording Links defined for the
MCU, double-click Recording Links under the MCU
Configuration icon.
Start Recording
Select when to start recording the conference:
•
Immediately - when the conference starts, even
if no participant is connected
•
Upon Request - the recording starts when the
chairperson sends the appropriate request by
DTMF codes or by the MGC Manager operator.
For more information about recording the audio channel of a conference,
see chapter 8, "Recording".
Completing the Conference Definition
12. To complete the conference definition procedure, click OK from any of
the Conference Properties tabs.
The Properties dialog box closes. If all the properties are configured
correctly, and if there are sufficient MCU resources to run the
conference, the new conference is added to the On Going Conferences
list in the Browser pane of the main window, and starts immediately. You
can click the conference icon to view the status data in the Status and
Monitor pane of the MGC Manager main window.
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Resolving Scheduling Conflicts
Upon completion of scheduling a Reservation or an On Going Conference,
the system checks for scheduling conflicts for individual participants.
A scheduling conflict for a participant results when two or more conferences
are set up to occur at the same time or at overlapping times and contain one
of the following parameters:
•
•
•
Participants with the same name
Participants with the same ISDN or T1-CAS phone numbers
Participants with the same IP address or Alias
Depending on the connection type that was defined for the participant, MGC
Manager looks for specific conflict criteria to determine if the participant is
double-booked. Table 2-5 lists these criteria:
Table 2-5: Scheduling Conflict Criteria by Connection Type
Connection Type Conflict Criteria
Dial-out (ISDN/
PSTN/T1-CAS
Name or phone number(s).
Dial-out IP
Name and IP address or Alias.
IP address and Alias (when both provided).
Dial-in
Name or phone number.
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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.
Reserved
Participants
Lists the names of participants already scheduled in
previously created conferences whose data match those of
the newly requested participant.
Phone/IP
Lists the phone numbers or IP addresses of all listed
participants.
Alias
Lists the aliases of all listed participants.
Indicates the participant’s connection type:
Conn. Type
•
•
Dial-in – participants call the conference
Dial-out – the system calls the participant
For the description of connection types, see “Participant
Connection to Conference” on page 2-8.
Conf. Name
Lists the names of the conferences in which each participant
is defined.
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Table 2-6: Participants Scheduling Conflicts Table
Field/Option
Description
Indicates the conference type:
Conf. Type
•
•
Res. – Reservation
Conf. – On Going Conference
Start Time
End Time
Date and start time of each conference.
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.
To resolve the scheduling conflicts for participants:
1. In the Participants Scheduling Conflicts table, select an action:
•
Select the (check boxes of) non-conflicting participants in the
Requested Participants column, to retain these participants in the
currently scheduled conference.
or
•
Clear the (check boxes of) conflicting participants in the Requested
Participants column, to exclude these participants from the currently
scheduled conference.
2. Select the required solution, by clicking the appropriate button:
•
•
•
Include selected participants and schedule - Select this option to
allow the system to ignore the found conflict information and to
schedule the conference.
Back to reservation - Select this option to return to the current
conference definition without scheduling the conference and to
modify the required parameters or select other participants.
Cancel scheduling - Select this option to cancel the current
conference definition and exit the conference definition mode.
The window closes and the selected action is applied.
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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. Each conference is identified by its name, and
an icon indicating its type and general status.
On first entry, or if no conferences are running, the On Going
Conferences list is empty. Additional information regarding the On
Going Conferences can be viewed in the Status pane.
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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.
The Conference Properties - General dialog box opens, allowing you to
define the general parameters of the conference. These parameters are
identical to the standard conference General parameters.
3. Define the conference general parameters, such as name, Numeric ID,
passwords and duration. For detailed description of these parameters,
refer to Table 2-1, "Conference Properties - General." on page 2-16.
4. Click the Scheduler tab to schedule the conference start date and time.
The conference will automatically start at the defined date and time.
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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. Define the following parameters:
Table 2-7: Reservation Properties - Scheduler
Field/Option
Description
Calendar
Select a date on which the conference should be
started; select the month and year on the calendar, and
then click the date.
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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.
Reservation
Recurrence
Click this button to define a reservation for a
conference that will be repeated on a regular basis,
For more details, refer to “Defining Recurrent
Reservations” on page 2-44.
6. Click the Settings tab.
The Conference Properties - Settings dialog box appears.
Conference, “Settings Parameters” on page 2-21.
8. Click the Participants tab to add defined participants (mainly dial-out)
either from a template or to define a new participant. If Meet Me Per
Conference is selected, access this tab if you want to define the number
of participants for which the system should save resources and the
maximum number of participants allowed to connect to this conference.
For details, see Table , “Defining Participant Properties,” on page 2-49.
9. If the Meet Me Per Conference option was selected in the General tab,
click the Meet Me Per Conf tab.
The Conference Properties - Meet Me Per Conf dialog box appears.
This tab appears only if the Meet Me Per Conference option is selected in the
General tab.
10. Define the Meet Me Per Conf parameters as described in MGC Manager
User Guide Vol I, Chapter 2.
11. Click OK to complete the Reservation definition.
The new Reservation is added to the Reservations list.
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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. Each duplicate
includes the same parameters of the original conference, however, except for
the Conference Name, you can modify these parameters for the individual
conference. Defining the Reservation Recurrence parameters can be done in
two ways:
•
•
When setting up a New Reservation from the Reservations list.
The recurrence parameters are defined in the Conference Properties -
Scheduler dialog box.
To define the recurrence parameters for the reservation:
1. In the Conference Properties - Scheduler dialog box, select the month,
year and day of the first conference, and the conference Starting Time,
as described in Table 2-7, “Reservation Properties - Scheduler,” on
page 2-42.
2. Click the Reservation Recurrence button.
The Reservation Recurrence dialog box opens.
3. Define the following parameters:
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Table 2-8: Reservation Recurrence Settings
Field/Option
Description
Select the recurrence frequency:
Recurrence
Pattern
•
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.
•
Weekly – By default, the system selects the day
of the week as set in the Scheduler calendar for
the first reservation. You can also define the
recurrence interval in weeks. For example, if you
want the reservation to occur every 2 weeks, enter
the value 2 in the Week(s) on box.
To define a reservation that recurs twice a week,
select an additional day of the week at which the
conference is to be repeated and set the
interval to 1.
Recurrence
Pattern (cont.)
•
Monthly – By default, the system sets the day
according to the day defined for the first
conference. You can choose either the day of a
month or a schedule sequence:
•
•
Daily – By default, all the days of the week are
selected. To exclude a certain day of the week (for
example, the weekend), clear the check box.
Weekly – By default, the system selects the day
of the week as set in the Scheduler calendar for
the first reservation. You can also define the
recurrence interval in weeks. For example, if you
want the reservation to occur every 2 weeks, enter
the value 2 in the Week(s) on box.
To define a reservation that recurs twice a week,
select an additional day of the week at which the
conference is to be repeated and set the
interval to 1.
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Table 2-8: Reservation Recurrence Settings (Continued)
Field/Option Description
Define the range of reservation recurrences:
Range of
Recurrence
•
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. If you
select the Range of Recurrence - End By option,
the Reservation Recurrence dialog box expands
to show the calendar in the Ending Date Of
Recurrence pane. Click the required date in the
displayed calendar month or select a different
month using the scroll arrows.
of occurrences according to the selected frequency
and the date range.
4. Click OK to apply the settings.
The Reservation Recurrence dialog box closes. The Scheduler settings of
the reservation are completed.
5. Define the remaining conference parameters, as described in Table 2-7,
“Reservation Properties - Scheduler,” on page 2-42.
6. Click OK to complete the definition of the new reservation.
Once the reservation has been defined, the system automatically creates
the recurring reservations. The name of each of the recurring reservations
is derived from the name of the first reservation, followed by sequential
numbers, using the format <name>_X, where X is its sequential order.
For example, if the first reservation is named “Demo”, and the number of
occurrences is three, the system creates three reservations, naming the
first “Demo_1”, the second “Demo_2” and the third “Demo_3”.
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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. Each conference is identified by its name,
and an icon indicating the Reservation type and status.
You can view Reservations in the Status pane to check additional
information about the Reservation, such as its Numeric ID, passwords,
dial-in numbers and H.323 Network Service Prefix.
Displaying the List of Reservations in the Status Pane
Expand the MCU tree and in the Status pane and click the Reservations
icon
•
.
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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.
The time interval between the moment that the End of Conference Reminder
is displayed and the scheduled end of the conference, is a predefined
parameter that you can configure using the Conf Alert function of the MGC
Manager Options menu.
To define the End of Conference Reminder:
1. On the Options menu, click Conf Alert.
The Conference End Time Alert dialog box opens.
2. In the End Conf Alert field, enter or select the value that defines how
many minutes before the end of the conference the End of Conference
Reminder is activated. For example, if you enter 5, the End of
Conference Reminder icon will be displayed five minutes before the end
of the conference.
Entering 0 disables the appearance of the warning icon.
3. Click OK to apply the setting.
From this point on, the system will display the End of Conference
Reminder icon x minutes (where x is the value entered in the End Conf
Alert field) before the end of any On Going Conference. The icon
remains on display until the conference ends.
You can extend the duration of the On Going Conference, when needed. For
details, see Chapter 4, “Changing the Conference Duration” on page 4-53.
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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. In the On Going Conference Properties - Participants dialog box,
click the New button.
b. Expand the On Going Conferences list, right-click the icon of the
conference to which to add the participant, and then click New
Participant.
c. Expand the On Going Conferences list, click the icon of the
conference to which to add the participant, and then click the New
Participant button
on the Conference toolbar.
d. Expand the On Going Conferences list, click the icon of the
conference to which to add the participant, and then press the
shortcut key (default key is <F8>)
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The Participant Properties - Identification dialog box opens.
2. Define the following parameters:
Table 2-9: Participant Properties and Identification Dialog Box
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. When selecting this type, the
Meet Me Per options are enabled. This
connection type is applicable to ISDN, ATM and
MPI interfaces.
Note: Dial-in T1-CAS participants can only
connect as undefined participants.
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Table 2-9: Participant Properties and Identification Dialog Box (Continued)
Field/Option
Description
Dial-out – At the predefined conference start
Connection Type
(cont.)
•
time, the MCU calls the participant. When
defining the participant, you must enter the
participant’s number.
Note: This is the only selection available for the
T1-CAS participant. If the Dial-Out Manually
option is disabled in the Conference Properties -
Participant tab, the MCU automatically calls the
participant at conference time. If this option is
enabled, the operator must connect the
participant.
Interface Type
Select the network type used by the participant to
connect to the conference:
•
ISDN – for participants connecting via ISDN or
PSTN lines.
•
•
•
H.323 – for participants using the H.323 protocol.
SIP – for participants using a SIP Protocol.
T1-CAS – for participants using a Channel
Associated Signaling (CAS) connection.
Participant definitions differ according to their selected Interface Types.
ISDN/PSTN/T1-CAS Participant Definition
3. Define the following parameters for ISDN/PSTN/T1-CAS participants
The definition of the Advanced parameters may be skipped for most
participants, but if you need to change the defaults or define additional
settings, open the tab.
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Table 2-10: ISDN/PSTN/T1-CAS Properties and Identification Dialog Box
Field/Option Description
Participant This parameter is enabled for the Dial-out connection
Numbers
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.
If the Meet Me Per MCU option is enabled, the CLI
number is used to identify the participant and route
them to the appropriate conference. Enter the
participant’s CLI number.
MCU Numbers
This field is enabled only to Dial-in, Meet Me Per
MCU participants. Enter the MCU number as
allocated to the MCU by the carrier. The dial-in
numbers are defined in the ISDN Network Services -
Span dialog box.
If left blank, when the conference starts the MCU
automatically assigns a dial-in number from the list of
numbers defined in the ISDN Network Service.
Note: During an On Going Conference, the MCU
numbers are listed in the Network+Phone/IP column
of the main window Status pane. The format (number
of digits) depends on how the dial-in numbers are
forwarded from the PBX switch to the MCU and
whether the PBX truncates part of the number.
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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)(##]). For example,
9Sales[Ext:p345p222p].
Each section of the string is explained below:
•
0...9 - Any digit between 0 and 9, the digit being
any number that identifies the participant during a
DTMF dial-out sequence. For example, when a
chairperson activates a dial-out session by
pressing *259, *25 is the DTMF command code
that activates the dial-out session and 9 is the
number that identifies a particular participant to
be used in the session.
•
Free text - Optional text field, and may be
omitted.
Note: In conferences where the blast dial-out feature
is activated automatically using the DTMF code *25,
the free text field must start with a digit as shown in
the example: 9Duke[Ext:p345p222p].
•
Brackets [ ] - Brackets indicating a dial string.
Bracket are context sensitive and only this type
of format is to be used.
•
Extension (Ext:, ext:, EXT: are permitted) text
prefix - Code indicating that a string consisting of
a series of digits are to be used during dial-up.
Note: More than one extension number is optional,
certain IVR systems request that you first dial a
department and then extension number.
•
p - Induces a pause of 1 second before
transmitting the next digit or DTMF code. There
is no limit to the number of p’s in a dial string
Note: When using one second intermissions, it is
important to note that each IVR system has different
content and timing of dialog sequences. Correct
timing for output of DTMF digits might determine
whether a call can be successfully completed.
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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.
MCU-Conference – Select this option when a
single dial-in number is used by all dial-in
participants connecting to the MCU. The
participants are routed to the appropriate
conferences according to their CLI number
defined in the Participant Numbers field. This
option should be used only with PBXs supporting
the CLI option.
User Defined
fields 1-4
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.
The titles of the User Defined fields can be modified
in the Database Manager -> Defaults -> User
Defined Defaults and loaded to the MGC Manager
application.
Note: The User Defined fields are displayed only if
the Show User Defined Fields in Participant
Parameters box is selected in the Database
Manager -> Defaults ->User Defined Defaults.
Broadcasting
Volume/Listening
Volume
You can control the volume of the audio transmitted
from the participant to the conference (broadcasting
volume), as well as the listening volume for the
participant.
To adjust the volume, move the slider. The volume
scale is from 1 to 10, where 1 is the weakest and 10
the strongest volume. The volume of each endpoint’s
audio at connection time is set to 5. One movement
of the volume slider increases or decreases the
volume by one unit, equivalent to 3db.
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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.
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.
Note: This check box appears only when defining a
participant during conference or reservation
definition.
Participant Linked
This check box appears only when defining a
participant during the definition of a Reservation
template in the database. Select this option to save
the participant as a template in the database and link
the participant to the Reservation template. The
participant is assigned to the selected database
Group. If this option is cleared, the participant is
embedded in the Reservation template and his/her
parameters are not saved in the database as a
Participant template for future use.
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Table 2-10: ISDN/PSTN/T1-CAS Properties and Identification Dialog Box
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. Users with
administrator rights can assign any label created in
the system.
The labels are defined by administrators in the MGC
Database Manager module. For detailed information
on template types and use, refer to the MGC
Manager User’s Guide Volume II, Chapter 7,
“Database Templates”.
4. Optional: Click the Advanced tab.
The participant’s Properties - Advanced dialog box opens.
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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. For example,
if the selected connection type is ISDN, the default ISDN
Network Service is used.
For more information on Network Services, refer to the
MGC Administrator’s Guide, Volume II, Chapter 3.
Sub-Service Name This field is applicable to ISDN participants only.
If a sub-service is used, enter the sub-service name
exactly as it appears in the selected Network Service
definition. If left blank, the default sub-service defined in
the selected Network service is used.
Num-type
Select the type of program to be used when connecting to
ISDN/ATM/MPI participants.
The available options are Unknown; National;
International; Network Specific; Subscriber;
Abbreviated; Taken from Service. These options
represent programs provided by the carrier, and are
defined in the Network Service. Select Taken from
Service to indicate that the program should be retrieved
from the Network Service definition.
Node Type
Select the node type from the drop-down list. The available
options for ISDN/ATM/MPI participants are:
•
•
MCU – Select this setting for a dial-out participant in a
DTMF Enabled Cascaded conference. For more
details, see MGC Manager User’s Guide Volume II,
Chapter 1.
Terminal (default) – Use this setting at all other times.
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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”.
Encryption
Media information can be encrypted using an AES 128
algorithm. The Encryption options are affected by the
settings of the participant level flag in the system.cfg. For
Audio Only participants connecting to an Audio Only
conference with mixed networks, Auto is automatically
selected. It implies the conference encryption setting
(encrypted/non-encrypted) is applied to the participant.
Audio Only ISDN/T1-CAS participants cannot be
encrypted, because encryption is not part of the ISDN/T1-
CAS protocol, and therefore, in this mode the participant
can only connect as a standard participant to non-
encrypted conferences.
AGC
The Auto Gain Control (AGC) mechanism regulates audio
noise and volume by balancing the received signal to all
streams prior to mixing, thereby dynamically adjusting the
amplification of the input signal.
AGC is automatically enabled for all participants. Clear this
check box to disable this option for the participant.
Save Participant/
Participant Linked
These check boxes are the same as the check boxes that
appear in the Properties Identification dialog box. For more
information, see the description of the “Save Participant”
parameter Table 2-10 on page 2-52.
6. Click OK to complete the participant definition.
The participant is added to the On Going Conference, Reservation or the
Reservation Template, depending on the conference/participant
definition mode.
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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.
H323 Participant Properties
SIP Participant Properties
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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.
— In a Dial-in connection, the participants IP
address or alias are entered. The IP address
or alias is used to identify and route the
participant to the appropriate conference.
•
For SIP endpoints, Participant IP is optional as
these participants can be located by using their
URI addresses.
Signaling Port
Indicates the signaling port used for participant
connection.
For H.323 the default port is 1720.
For SIP, the default port is 5060.
SIP Address
SIP Only
Enter the endpoint address in the format:
[user name]@[domain].
Note: The SIP URI adheres to URI rules: no spaces
or special characters such as commas, quotation
marks, inverted tags and so forth either in the user
name or in the domain part.
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Table 2-12: H.323 and SIP Participant Properties - Identification (Continued)
Field/Option
Description
Address Type
Select the format in which the SIP address is written:
SIP Only
•
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:[email protected].
•
TEL URI – Used when the endpoint does not
specify the domain that should interpret a
telephone number that has been input by the
user. Rather, each domain through which the
request passes would be given that opportunity.
As an example, a user in an airport might log in
and send requests through an outbound proxy in
the airport, not by the user's home domain.
Alias Name
H.323 Only
If you are using the endpoint’s alias and not the IP
address, first select the type of alias and then enter
the endpoint’s alias as registered with the
gatekeeper. Enter the alias name using the naming
conventions appropriate to the selected Alias type.
Alias Type
H.323 Only
Select the appropriate alias type before entering an
alias name:
•
•
•
•
•
•
H.323 ID (alphanumeric ID)
E.164 (digits 0-9, *, #)
URL ID (URL style address)
Email ID (email address format)
Transport ID (IP address: port number)
Party Number (identical to the E.164 format)
Notes: Although all types are supported, the
gatekeeper capabilities dictate the Alias Type to be
used, mainly H.323 ID and E.164. Refer to your
gatekeeper documentation for information on its
supported alias types.
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Table 2-12: H.323 and SIP Participant Properties - Identification (Continued)
Field/Option Description
Extension/Identifier This is the DTMF string sent to the recording or other
String
DTMF activated system; an outgoing DTMF
operation initiated by the MCU. This is useful for
identifying extensions associated with SIP users.
Each type of recording system has a specific DTMF
string structure, for example, when using the Prairie
recording services.
User Defined fields In any or all of the four User Defined fields, enter
1-4
general information for the participant, such as the
participant’s email address, telephone number,
company name, location, or any required information.
The titles of the User Defined fields can be modified
in the Database Manager -> Defaults -> User Defined
Defaults and loaded to the MGC Manager
application. For details, see Chapter 3.
Note: The User Defined fields are displayed only if
the Show User Defined Fields in Participant
Parameters box is selected in the Database Manager
-> Defaults ->User Defined Defaults.
Broadcasting
Volume/Listening
Volume
You can control the volume of the audio transmitted
from the participant to the conference (broadcasting
volume), as well as the listening volume for the
participant.
To adjust the volume, move the slider. The volume
scale is from 1 to 10, where 1 is the weakest and 10
the strongest volume. The volume of each endpoint’s
audio at connection time is set to 5. One movement
of the volume slider increases or decreases the
volume by one unit, equivalent to 3db.
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.
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Table 2-12: H.323 and SIP Participant Properties - Identification (Continued)
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
Participant Linked
(Optional) When checked, saves the participant
definition as a template in the User Defined template
file or in the selected Database Group.
Note: This check box appears only when defining a
participant during conference or reservation
definition.
This check box appears only when defining a
participant during the definition of a Reservation
template in the database. Select this option to save
the participant as a template in the database and link
the participant to the Reservation template. The
participant is assigned to the selected database
Group. If this option is cleared, the participant is
embedded in the Reservation template and his/her
parameters are not saved in the database as a
Participant template for future use.
8. Optional: Click the Advanced tab.
The Advanced parameters definition may be skipped for most
participants if the default settings are used.
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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.
Recording
Designate the IP participant as an audio recording
port connected to an external recording device.
•
None – The participant is not connected to an
external recording device.
•
Dial up – The participant is used as the recording
port to an external device.
For more details, see the MGC Manager User’s
Guide, VoicePlus edition, Chapter 6.
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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.
Clear this check box to disable this option for the
participant.
Encryption
Media information can be encrypted using an AES
128 algorithm. The Encryption options are affected
by the settings of the participant level flag in the
system.cfg. Select the appropriate encryption setting
for the participant:
•
Auto – The conference encryption setting
(encrypted/non-encrypted) is applied to the
participant. In this mode, the participant connects
as encrypted only if the conference is defined as
encrypted.
•
•
Off – The participant joins the Conference/Entry
Queue non-encrypted.
On – The participant joins the Conference/Entry
Queue encrypted.
Note: SIP participants do not support this type of
encryption, and therefore Auto should be selected.
For more details, about encryption see the MGC
Manager User’s Guide Volume II, Chapter 1.
Node Type
Select the node type from the list:
•
•
Terminal – The default. This setting is applicable
for all settings that are not DTMF enabled
cascaded conferences.
MCU – Select this setting for a dial-out participant
in a DTMF enabled cascaded conference. For
more details, see MGC Manager User’s Guide
Volume II, Chapter 1.
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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.
Save Participant
(Optional) When checked, saves the participant
definition as a template in the User Defined template
file or in the selected Database Group.
Note: This check box appears only when defining a
participant for a Reservation template in the User
Template file or when defining a participant during a
conference when Database Group is the source.
10. Click OK to complete the definition of the H.323 and SIP participant.
The participant is added to the On Going Conference, Reservation or to
the Reservation Template, depending on the conference definition mode.
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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:
Endpoint IP:
196.123.38.129
196.123.38.146
MCU
IP:172.22.138.146
IP:172.22.138.146
(1)
IP:172.22.138.146
Conference1
IP Card (1)
LAN
Conference2
IP Card (2)
IP:172.22.138.148
(2)
IP:172.22.138.148
Endpoint IP:
196.123.12.89
Figure 2-4: H.323 Participant simple dial-in using the IP Card address
In this dial-in mode, the MGC Manager operator must manage the system
resources by distributing the participant connections between the cards. This
is done by giving the IP address of the appropriate H.323 card to each of the
participants.
Simple Dial-in Using the IP Card Alias
Participants can use the alias of the IP card installed in the MCU to dial-in. In
this mode, a gatekeeper is required in order to provide address translation and
routing to the IP module. When the participant enters the IP card alias, the call
is routed to the gatekeeper that forwards the call to the appropriate IP card
according to its table of aliases and IP addresses.
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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:172.22.138.146
Alias: 146
Dials 146
Dials 146
Conference1
IP Card (1)
Gatekeeper
LAN
146
148
Conference2
IP Card (2)
Dials 148
IP:172.22.138.148
Alias: 148
Endpoint IP:
172.123.12.89
Alias: 268
Figure 2-5: H.323 Participant simple dial-in using the IP card alias
H.323 Advanced Dial-in
In this mode, the participant enters a dialing string that is the IP Network
Service Prefix. Usually one IP Network Service is defined for all the IP cards
installed in the MCU. The IP Network Service is registered with the
gatekeeper using a prefix. (The prefix is defined using E.164 format, i.e. 0-9
digits, * and #.) This Network Service prefix is also entered in the IP Network
Service Properties - H.323 dialog box. The Network Service prefix is given to
the participants as the dial-in number. When the participants dial in, the call
arrives at the gatekeeper. The gatekeeper locates the MCU and tries to
allocate a port from the first free IP card. If the resource is available, the
participant is connected and routed to the appropriate conference according to
the participant’s IP address/Alias as defined in the Participant Properties
dialog box. If the resource is unavailable on the first IP card, the system looks
for the port on any of the available IP cards, and allocate the resources
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automatically, according to their availability. If no port is available, the
connection will be rejected.
Endpoint IP:
196.123.38.129
Alias: 259
Endpoint IP:
196.123.38.146
Alias: 256
MCU
Endpoint
dials 45
Endpoint
dials 45
Conference1
Participant 1 alias: 256
Participant 2 alias: 259
Participant 3 alias: 378
Conference1
IP Card (1)
Gatekeeper
LAN
Network
Service
Conference2
IP Card (2)
Conference2
Participant 1 alias: 268
Participant 2 alias: 281
Participant 3 alias: 224
Prefix=45
Dials 45
Endpoint IP:
172.123.12.89
Alias: 268
Figure 2-6: H.323 Participant Advanced Dial-in
The Gatekeeper behavior is dependent on the type of Gatekeeper service chosen
in the Service Mode field (IP Network Service Properties - H.323 dialog box).
Currently, only Polycom, RadVision and VCON MXM Gatekeepers are known to
support the Network Service Prefix option. Gatekeepers of other manufacturers
may encounter problems while defining such a conference.
For Gatekeeper functionality and interoperability in IP Network Services, see the
MGC Manager Administrator’s Guide, Chapter 3.
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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
•
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. Until all
participants connect to conference, the conference shows the “Not Full”
status.
•
•
If Dial-out Manually was not selected for the conference, the system
automatically dials out to all listed participants and connects them to the
conference.
Defined, dial-in participants status is “Waiting for dial-in” until they
connect to the conference.
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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.
•
Conference Level Monitoring - You can view additional information
regarding a specific conference and modify its parameters if required,
using the Conference Properties option.
•
Participant Level Monitoring - You can view detailed information on the
participant's status, using the Participant Properties option. During
attended conferences you can monitor the status of the participants
waiting in the Participants Queue.
This chapter describes the available options and methods of monitoring
Audio Only conferences in the MGC Audio Look and Feel mode, according
to monitoring levels and according to the type of participant or the type of
connection to the conference.
When the Audio Look and Feel mode is set for the system, the video
parameters are hidden, but you can still monitor video conferences if they are
run on any of the connected MCUs. The Audio Look and Feel mode is set in
the Options menu. For more details, refer to the MGC Administrator’s Guide,
Chapter 5, “Audio Look and Feel”.
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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.
You can use the MGC Manager to monitor both unattended and attended
conferences. Participants in unattended conferences usually connect to a
conference without the operator’s assistance. In an unattended conference
with an assigned IVR Service, operations are performed using DTMF codes
and/or are managed by the chairperson of the conference. Unattended
participants can be in two states: Greeting and Conferencing.
In attended conferences, the connection to the conference is controlled by the
by the operator using one of the following methods:
•
•
•
interactive drag-and-drop
using the right-click pop-up menu
using the Participants Queue window
For detailed description of attended Audio Only conferences, see Chapter 7,
“Attended Conferencing”.
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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.
A list of On Going conferences is displayed in the Status pane.
In the Status pane, the conference parameters are displayed:
The following conference parameters are listed in the Status table:
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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.
Connection
The connection status of the participant, such as
Connected, or Disconnected
Starts At
End Time
ID
The actual start date and time of the conference.
The scheduled end date and time of the conference.
A sequential ID number assigned to the conference by
the system for use by the Call Detail Record (CDR)
utility.
Connected
The number of participants currently connected to the
conference.
Dial-In Number
Join Conference
The number participants can use to dial into the
conference from a telephone/ISDN line.
The names of conferences the Operator Conference
has joined:
•
Operator Conference – the name of the
conference joined by the operator.
•
On Going Conference – the name of the operator
who joined the conference (the operator
conference name is identical to the operator’s
login name).
Entry Password
The password to be used by participants to join the
conference.
Chairperson
Password
The password to be used by a participant to join the
conference as the chairperson.
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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.
The H.323 prefix allocated to the conference.
H.323 Service
Prefix
General Conference and Participant Monitoring
The conference level monitoring allows you to view the status of an On
Going Conference and its participants. Conference properties may be
displayed in the Status pane or in the Monitor pane. The Status pane enables
you to view the properties of one conference at a time. The Monitor pane
enables you to view several conferences simultaneously. It displays additional
parameters and you can filter the display to show only those participants
requiring operators assistance.
Monitoring the Conference and Participant Status
To view the status of conference participants in the Status pane:
1. In the Browser pane, expand the On Going Conferences tree.
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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. Each row represents a conference or a
participant, and each column represents a status item that is being monitored.
You can adjust both the columns and the rows in the Monitor and the Status
pane tables to suit your monitoring priorities.
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•
•
•
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.
Table 3-2: On Going Conference - Monitor Pane Columns
Column
Icon
Indication
Description
Name
Name
The name of the On Going Conference or participant, and an
icon indicating the conference and participant type and status.
Conference Indicators
Audio Only
conference
This type of conference can be run
on an Audio Only MCU (Voice
Plus) or on a unified MCU.
Operator
Conference
Audio only. Allows the operator and
a single participant to talk in a side
conference without disturbing the
On Going Conference. For this
purpose, the participant is moved
to the operator conference from
the Entry Queue, IVR queue,
Welcome queue, or On Going
Conference.
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Table 3-2: On Going Conference - Monitor Pane Columns (Continued)
Column
Name
Icon
Indication
Description
Name (cont.)
End-of-
conference
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.
Secure
conference
A conference has been secured by
the chairperson to prevent outside
participants and operators from
joining, monitoring or controlling it.
For all secure conference statuses,
see Table 3-6 on page 3-20.
Participant Indicators
Dial-in participants who were undefined prior to the conference
start, are named using the conference name and a sequential
number that appears between brackets.
Standard
participant
Any dial-in or dial-out participant
connected to the conference.
Chairperson / The participant defined as the
Leader
conference chairperson/leader.
The chairperson can manage the
conference using touch-tone
signals (DTMF codes), for example
lock or unlock the conference to
dial-in participants, initiate a voting
session, be the exclusive speaker,
mute all other participants.
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Table 3-2: On Going Conference - Monitor Pane Columns (Continued)
Column
Name
Icon
Indication
Description
Name (cont.)
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
A participant or a chairperson
defined as a VIP, for preferential
assistance. The VIP status does
not change the role of the
participant.
chairperson
Questioner/
VIP
Questioner
A participant who is currently
waiting in the Question-and-
Answer queue.
Current
The current questioner in a
questioner/
VIP Current
questioner
Question-and-Answer session.
Disconnected When any type of defined
participant
participant is disconnected from
the conference, the respective icon
is disabled.
(Gray)
Faulty
connected
participant
An exclamation point next to the
icon indicates that the participant
has a problem and requires
operator’s assistance. The cause
of the problem is listed in the
Connection column.
Recording
port
This port (telephone) is connected
to an external device used for
recording the conference.
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Chapter 3 - Monitoring On Going Conferences
Table 3-2: On Going Conference - Monitor Pane Columns (Continued)
Column
Name
Icon
Indication
Description
Status
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.
Locked
conference
The conference is locked to dial-in
participants.
On Hold
The conference is on hold; all
participants hear background
music.
On Hold and
Locked
The conference was placed on
hold and is locked to dial-in
participants.
Voting
Voting session is in progress,
where participants express their
preference on a set of choices
using the touch-tone keypad.
Connection
Indicates the connection status of the conference or a participant
when no indication is displayed and the conference is running
smoothly.
Conference Indicators
Empty
No participant was defined for this
conference, or none of the defined
participants are connected.
Not Full
Not all the participants who were
defined for this conference, are
connected.
Faulty
Connection
Participants are connected, but the
connection is problematic.
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Table 3-2: On Going Conference - Monitor Pane Columns (Continued)
Column
Name
Icon
Indication
Description
Connection
(cont.)
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.
Participant Indicators
Connected
The participant is successfully
connected to the conference.
Disconnected The defined participant is
disconnected from the conference.
This status may occur when the
participant is disconnected from
the On Going Conference either by
the operator or from the participant
side.
(Gray)
Connecting
Stand By
Displayed during the connection
process of a participant to the
conference.
In a conference that was set to
Dial-out Manually, the dial-out
participant is waiting for the MCU
call.
Waiting for
Dial-in
The system is waiting for the
defined dial-in participant to dial
into the conference.
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Chapter 3 - Monitoring On Going Conferences
Table 3-2: On Going Conference - Monitor Pane Columns (Continued)
Column
Name
Icon
Indication
Description
Connection
(cont.)
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.
Note: This indicator is used only
when the automatic noisy line
detection option was enabled in
the “system.cfg”.
Network
ISDN/T1-
CAS, H.323
or SIP
The type of supported network that the conference is using.
Participant
Numbers\
IP Address\
SIP Address
Displays the participant and MCU phone numbers or IP address/
alias, depending on the supported network and connection type.
In dial-in connection, displays the CLI number (ISDN) or IP
address/alias of the participant calling the MCU (marked by the
letter P) and the MCU number or IP address/alias dialed by the
participant (marked by the letter M). In dial-out connection
displays the dialed number (ISDN), IP address/alias (H.323) or
URI(SIP) of the participant.
Connection
Type
Identifies the defined type of participant's connection to the
conference.
Dial-out
The MCU (conference) dials to the
participant.
Dial-in
The participant calls the MCU
(conference).
Direct
connection
Leased Line connection (ISDN
only).
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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. For more details, see Table 3-4
on page 3-16.
Tx Rate
The line rate in which data sent from the MCU is received by the
endpoint.
Rx Rate
The line rate in which data sent from the endpoint is received by
the MCU.
Retries Left
Indicates the remaining number of attempts the system makes to
reach disconnected participants and connect them to the
conference. You set this parameter in the Options menu
Communication option. Once the participant connects to the
conference, the number of retries is set to 0.
Media
Identifies the participant's media types: Audio and Data.
Member
Channels #
Identifies the number of channels that are used for connecting
this participant.
Note: This parameter is not displayed for H.323 participants.
Aggregation Displays the aggregation method of the channels that are used
for connecting this participant: H.221, Bonding or Multi Rate.
Note: This parameter is not displayed for H.323 participants.
ID
The participant ID as assigned by the system.
Sync Loss
Count
For ISDN/ATM/MPI participants, indicates the general
synchronization status. R indicates the endpoint (remote) status
while L indicates the MCU status. A dash “– “indicates that there
is no sync loss problem, while numbers indicate the number of
times that the sync loss problem occurred at the remote or the
local site.
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Chapter 3 - Monitoring On Going Conferences
Table 3-2: On Going Conference - Monitor Pane Columns (Continued)
Column
Name
Icon
Indication
Description
Disconnec-
tion 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.
Q&A Waiting Displays the total time spent by the participant waiting in the Q&A
Time
Queue. This information is cleared when the participant begins to
speak.
Last Vote
During a voting session, displays the last vote that the selected
participant entered (using DTMF code).
Sub
Conference
Name
Indicates whether the participant is in an Invite Session.
The Invite option is available in Audio Only Conferences and
enables the chairperson to dial-out (during an On Going
Conference) to a participant inviting them to join. Displays “Invite”
for the chairperson and the invited participant.
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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.
Table 3-3: Participant in IVR-enabled Conference Status Icons
Icon
Description
The participant is connected to the MCU and has entered the
Entry Queue or the IVR queue.
The participant was moved to the Operator Conference and is
being assisted by the operator.
The participant has requested the operator’s assistance.
The participant has requested the operator’s assistance for
the conference. Usually this means that the operator is
requested to join the conference.
The participant was placed on hold - is not currently taking
part in any conference. While on hold, the participant hears
background music.
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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.
The audio channel of the participant is muted by the participant
(from the endpoint).
The audio channel of the participant is muted by the participant
and by the MCU.
The audio channel of the participant is muted by the operator.
The audio channel of the participant is muted by the participant
and the operator.
The audio channel of the participant is muted by the operator
and the MCU.
The audio channel of the participant is automatically muted by
the MCU. (Exclusive Speaker mode).
The audio channel of the participant is muted by the participant,
operator and the MCU.
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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. Right-click the icon of the conference whose participants you want to
monitor, and then click Monitor Filter.
The Participant Monitoring Filter dialog box opens.
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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.
The following statuses may be monitored:
Table 3-5: Monitored Participant Statuses
Filtering Option
Description
Faulty Participant Participant who has problems connecting to the conference
or who is using a noisy line.
Need Assistance
Participant
Participant who has requested the operator’s assistance
and has yet to be assisted by the operator. In Attended
conferences, this option also includes the participants who
have to wait for the operator’s assistance to connect to the
conference.
Asked Question
Noisy Line
Participants who are waiting in the Q&A queue.
system uses a special algorithm to identify the endpoints
that add background noise to the conference. Noise on a
line can be caused by a variety of sources ranging from
background noise, faulty equipment and noises emanating
from the line itself.
Note: The Noisy Line Detection feature is enabled/disabled
in the “system.cfg” by defining the detection sensitivity.
For more details on this feature, see “Noisy Line Detection
Mechanism and Automatic Muting” on page 3-22.
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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.
To toggle between automatic and manual monitoring:
•
On the Options menu, click Monitor All to activate automatic
monitoring.
A check mark next to Monitor All indicates that the option is activated.
Each click of the Monitor All option enables or disables this option.
Secure Conference Mode
The Secure mode locks the conference and prevents participants and
operators, from joining the conference. A secured conference cannot be
monitored or controlled in any way. However, operators can terminate the
conference even when the conference is in this mode. While the conference is
in the Secure mode, the operator cannot view the participants list or any other
conference properties.
The conference chairpersons can enable or disable the Secure mode from
their DTMF input device (touch-tone telephone or the endpoint’s remote
control), using the appropriate DTMF code (#70). During the secure
conference, the chairperson and participants can perform various operations,
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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.
Table 3-6: Secure Conference Status Icons
Icon
Indication
Description
Secure
conference
The audio only On Going Conference is in the
Secure mode; the conference properties and the
participants’ list are hidden.
Faulty
secure
conference
An exclamation point appears next to the secure
conference icon when one of the following statuses
occurs: Empty, Single Party, Not Full, Faulty
Connection, Resource Deficiency and Bad
Resources. For a detailed description of these
statuses, see Table 3-2 on page 3-7.
Note: Due to the locked nature of conference, no
action can be taken to resolve these problems.
End-of-
The secure conference is about to end.
conference
alert for
Secure
conference
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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.
If Roll Call is enabled, the system announces the self-recorded name of
the participant leaving the conference.
•
Entry Tone - is played when a participant connects to the conference.
This tone is heard by all the conference participants currently connected
to the conference (but not by the connecting participant).
If Roll Call is enabled, the system announces the self-recorded name of
the participant connecting to the conference.
•
End Time Alert Tone x Min - the end of conference reminder is played
once to all the connected participants, x minutes before the end of the
conference. The x value is defined during the conference setup.
If Roll Call is enabled, the system plays the special audio message: “The
conference is about to end”.
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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.
For more details, see the MGC Administrators Guide, Chapter 5.
During an On Going Conference, you can monitor noisy participant lines by
selecting the Noisy Line monitor filter. See “Monitor Filter” on page 3-17
When the Noisy Line filter is enabled, the indicating icon
appears in the
Connection column if a noisy line is detected by the system.
audio participants who are identified as having a noisy line. SilenceIT uses an
algorithm that detects continued background music or other noise that is not
in the range of human speech. SilenceIT can be applied to Audio participants
in Audio Only and Video conferences. This feature is enabled for conferences
with IVR Service, during the conference setup/reservation stage, using the
Conference Properties - Settings tab option.
For a detailed description, see Chapter 6, “Using SilenceIT” on page 6-6.
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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”.
Conference Level Monitoring
In addition to the general conference information that appears in the Status
and the Monitor tables, you can view the details of the conference current
status and setup parameters, using the Conference - Properties dialog boxes.
While checking the properties, you can also edit several parameters.
To view the parameters of an On Going Conference:
1. In the Status pane, Browser pane or Monitor pane, right-click the icon of
the conference and then click Properties.
The Conference Properties – General dialog box opens.
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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.
The Conference Properties - Scheduler dialog box opens.
To shorten or extend the conference, you can adjust the conference
ending date and time.
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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. These statuses are also listed in
the Connection column in the Monitor or the Status
pane. For more information about the Monitor pane
columns, see Table 3-2 on page 3-7.
Recording
If a recording port was defined for the conference,
displays the name of the participant (port).
The recording port is used to connect to a recording
device.
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Chapter 3 - Monitoring On Going Conferences
Table 3-7: Conference Properties - Ongoing State (Continued)
Field/Option
Description
Audio Source
Displays the name of the current speaker.
Speaker
Displays the name of the Exclusive Speaker who was
designated for the conference.
4. 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. For details, see Table 3-1 on
page 3-4.
5. Click OK or Cancel to exit the On Going Conference Properties dialog
box. If you modify any parameters, click Apply in the relevant tab.
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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.
“Meet Me” dial-in participants (those who were not defined by the scheduler
prior or during the conference) are automatically named by the system. These
names are displayed next to the participant icon. The name is composed of the
Entry Queue or On Going Conference name and a number.
Using the Participant Properties dialog box, you can verify the properties of
Identification, Advanced, Connection Info1, Connection Info2, Resource
Details, Disconnection Cause, H.221 (or another used protocol) tabs are only
displayed during an On Going Conference. These tabs contain information
about the participant status while the conference is running and are used
mainly to monitor the participant when a connection problem occurs.
For a detailed description of participant properties that can be modified during a
conference, see Chapter 4, “Participant Level Operations” on page 4-5.
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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.
The Participant's Properties - Identification dialog box opens.
You can view the name and the dial-in numbers that were used by the
participant to connect to the Entry Queue/Conference.
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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.
Broadcasting
Volume
The volume at which the participant is heard by other
participants. If not modified, the volume stays at the
default level 5.
Listening Volume
The volume at which the participant hears other
participants. If not modified, the volume stays at the
VIP
Indicates whether the participant is defined as a VIP.
If required, the participant’s Identification and Advanced parameters can
be modified during an On Going Conference, but only if the participant
is disconnected from the conference. For more details on the
Identification and Advanced tabs, see Chapter 2, “ISDN/PSTN/T1-CAS
Participant Definition” on page 2-51.
2. To obtain information regarding the participant's connection status, click
the Connection Info1 tab.
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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
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.
Disconnect/
Reconnect
Depending on the current participant status in the
On Going Conference, this button lets you
disconnect or reconnect the participant.
Channels Status
The status of the participant's audio channel
according to the following parameters:
•
Channel – Indicates the connection status of the
audio channel. A check mark next to the audio
channel indicates that it is connected.
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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.
In a dial-out connection, indicates the CLI
number of the MCU as seen by the participant.
This number is entered in the MCU Number field
in the ISDN Network Service configuration.
If required, modify the following parameters:
disconnect the participant, by clicking the Disconnect button
—
3. To view general information regarding the participant connection and to
mute or unmute the participant's audio channel, click the Connection
Info2 tab.
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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
Field/Option
Description
Connection Time
The date and time the participant connected to the
conference.
Note: The time format is derived from the operating
system’s time format.
Disconnection
Time
The date and time of participant’s disconnection.
Connection
Retries Left
The number of retries left for the system to connect
the participant to the conference.
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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.
•
Attending – This option is checked when the
participant is in a Attended state.
Participant
The status of the Attended participant:
Attending State
•
Attended – The participant is being assisted by
the operator (in an Operator Conference)
•
On Hold – The participant was placed on hold and
hears background music.
Mute (By
Operator)
When checked, indicates that the participant's audio
channel was muted by the operator.
Mute (By
Participant)
When checked, indicates that the audio channel was
muted by the participant.
Mute (By MCU)
When checked, indicates that the participant’s audio
channel was automatically muted by the MCU upon
connection to the conference or when the Exclusive
Speaker mode was enabled.
Note: This option is activated when the Mute
Incoming Parties option is checked in the Conference
Properties - Settings dialog box.
If required, modify the following parameters:
mute the participant by checking the Mute (By Operator) button.
—
4. To view the MCU resources used to handle the participant, click the
Resource Details tab.
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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.
The following parameters are displayed:
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Table 3-11: ISDN Participant Properties - Resource Details (Continued)
Field/Option
Description
Resource Type 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.
Audio Bridge - The Audio Bridge that mixes the audio
signal received from various ports. Applicable only to
Video participants using the Standard Audio card to
connect to the conference.
•
•
•
•
T120 Codec - Not relevant to Audio Only participant.
T120 Bridge - Not relevant to Audio Only participant.
Video - Not applicable to Audio Only.
IP - Applicable to H.323 and SIP participants.
Board ID
The number of the slot where the card containing the
resource that is used to run the conference and handle
the participant, is installed.
Unit ID
The unit number (on the card) used to handle the
participant in the conference.
Allocated
Indicates whether the MCU resources listed in the
Resource Type column are allocated to the conference.
Connection ID
The number identifying participant’s connection.
Net Resources
Displays information about the network interface module used to run the
conference and handle the participant.
Channel
Board ID
The participant's channel number.
The number of the slot in which the card containing the
resource that is used to run the conference and handle
the participant, is installed.
Unit ID
Port ID
The span used to handle the participant in conference.
The port number on the Network card allocated to the
participant.
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Table 3-11: ISDN Participant Properties - Resource Details (Continued)
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.
5. 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.
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The following information is displayed for the disconnected participant:
Table 3-12: ISDN Participant Properties - Disconnection Cause
Field/Option
Description
Call
Lists the reasons for participant's disconnection:
Disconnection
Reason
•
Operator Disconnect – The participant was
disconnected from the conference by the operator.
•
No Net Connection – Network channels could not
be connected. This reason may occur when the
telephone lines are unavailable or busy.
•
•
•
Participant Hang Up – The participant
disconnected himself from the conference.
Bad H.243 Connection – Problems occurred with
the connection protocol.
Resource Deficiency – Hardware resources (audio
or network cards) are insufficient and cannot handle
the conference.
•
Security Failure – Encryption related problem
prevented the connection. Not relevant to ISDN
Audio Only participant.
Cause
Describes the cause of disconnection according to the
category indicated in the Call Disconnection Reason.
For example, when Operator Disconnect is selected,
the name of the Cause field is changes to Operator
Name and lists the name of the operator who
disconnected the participant.
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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. These tabs contain information that is relevant only to the
participant status while the conference is running, and are used mainly to
monitor the participant’s status when connection problems occur.
In Audio Look and Feel you can monitor video participants as well as Audio Only.
To monitor the status of VoIP participant:
1. In the Monitor, Status or Browser pane, right-click the participant icon,
and then click Properties.
The Participant’s Properties - Identification dialog box appears,
Connected SIP participant -
Identification tab
Connected H.323 participant -
Identification tab
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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. If not modified, the volume stays at the
default level 5.
Listening Volume
VIP
The volume at which the participant hears other
participants. If not modified, the volume stays at the
default level 5.
Indicates whether the participant is defined as a VIP.
If required, modify the following parameters:
—
—
—
—
adjust the broadcasting / listening volume using the slider
change the VIP status by selecting or clearing the VIP check box
For more information on the Identification and Advanced parameters that can be
modified during an On Going Conference only if the participant is disconnected,
see Chapter 4, “Changing the Disconnected Participant’s Properties” on page 4-
10. For description of the IP participant definition, see Chapter 2, “Defining New
On Going Audio Conferences” on page 2-14.
2. Click the Connection Info1 tab.
The Participant Properties - Connection Info1 dialog box opens.
3. To view detailed connection information per channel, expand the dialog
box, by clicking Channel Info.
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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
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.
Disconnect/
Reconnect
Use the button do reconnect a disconnected participant
or to disconnect a connected one.
Channels Status The following parameters are displayed in this table:
Channel; Faulty; Bit Rate; Fraction Loss (Peak); Jitter
(Peak); # Packets; Latency.
The checked boxes indicate the multimedia channels
(Audio and Data) that are connected.
Sync Counters
Status
The following parameters are displayed in this table:
Channel; Source; Position; Protocol Sync Loss.
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Table 3-14: VoIP Participant Properties - Connection Info1 (Continued)
Field/Option
Description
FECC Token
Content Token
Channel Info
Not relevant in Audio Only.
Not relevant in Audio Only.
Displays detailed information about a selected channel.
You can click this button to expand (>>) or to collapse
(<<) the additional Channel Info pane.
In the Channel Status table Channel column, select a
channel to monitor and click this button.
Note: The displayed information varies according to the
properties of the selected channel.
If required, modify the following parameters:
disconnect the connected participant.
—
4. Click the Connection Info2 tab.
The Participant Properties - Connection Info2 dialog box opens.
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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.
Mute
(By Operator)
If checked, indicates the participant's audio channel
was muted by the operator during the conference. To
unmute the participant, clear this check box.
Mute (By
Participant)
Indicates if the Audio channel has been muted by the
participant.
Mute (By MCU)
Indicates if the Audio channel has been muted by the
MCU.
Gatekeeper
Status
Indicates the status of the participant’s registration
with the Gatekeeper and the bandwidth allocated to
the participant.
•
ARQ – (Admission Request) Indicates that the
participant has requested the gatekeeper to
allocate the required bandwidth on the LAN.
•
•
Admitted – Indicates that the gatekeeper has
allocated the required bandwidth to the participant.
DRQ – (Disengage Request) The endpoint
informs the gatekeeper that the connection to the
conference is terminated and requests to
disconnect the call and free the resources.
•
None – Indicates that there is no connection to the
gatekeeper.
Requested
Bandwidth
The bandwidth allocation requested by the participant
from the gatekeeper in the Admission Request,
measured in Kbps.
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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. This field indicates the frequency (in Kbps) in which
this message is sent to the gatekeeper.
Gatekeeper
Routed
Indicates whether the participant’s call is routed via
the gatekeeper.
If required, modify the following parameters:
Mute or unmute the participant
—
5. Click the H.245, or SDP tab for SIP participants, tab to view the
capabilities exchange results between the participant (endpoint) and the
conference (MCU). It is a monitoring-only tab.
The Participant Properties – H245 tab opens.
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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
Lists the protocols used by the MCU.
Communication
Mode
In this tab, you cannot modify information.
6. Click the Resource Details tab to view the MCU resources allocated to
the participant.
The Participant Properties – Resource Details dialog box opens.
The displayed information is the same as for ISDN participant, see
Table 3-11, ISDN Participant Properties - Resource Details, page 3-34.
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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.
The following information is displayed for the disconnected participant:
Table 3-17: VoIP Participant Properties - Disconnection Cause
Field/Option
Description
CallDisconnection Gatekeeper Failure and H323 Failure disconnection
Reason
cause categories are exclusive to H.323 participants.
All other statuses are identical to ISDN participants
and are described in Table 3-12, “ISDN Participant
Properties - Disconnection Cause,” on page 3-37.
•
Gatekeeper Failure - Participant’s failure to
connect to the conference is caused by the
gatekeeper.
•
H323 Failure - Participant’s failure to connect to
the conference is caused by the MCU H.323 card.
Cause
Describes the cause of disconnection according to the
category indicated in the Call Disconnection Reason.
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Table 3-17: VoIP Participant Properties - Disconnection Cause (Continued)
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.
Possible Solution
Indicates a possible course of action to enable
participant’s reconnection (video conferences only).
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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. Alternatively, they can disconnect an individual
participant while the conference is in progress or temporarily mute the
transmission to enable other participants to hold a private discussion.
Operators can establish an operator-controlled dial-out connection during the
conference and add a new participants during session.
Some conference management tasks can also be performed by chairpersons
from their endpoint, using DTMF codes or the WebCommander application.
This chapter describes the activities and options available to the operator or
the chairperson during an On Going Conference.
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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
operator’s role during this stage is to use the Participants Queue management
tools to move the participants from the Participants Queue to the destination
conference. During an On Going Conference, the operator can take part in the
conference and perform various tasks, for example assist participants
privately; conduct a voting session, manage a Question-and Answer session,
place participants on hold, and lock the conference to dial-in participants.For
a detailed description of Attended Conferencing, see Chapter 7, “Attended
Conferencing” on page 7-1.
Unattended Conferences
In unattended conferences, participants use DTMF codes in response to
menu-driven voice prompts and in this way are guided to the conference.
Unless there is a problem in the connection or the participant did not enter the
correct conference Numeric ID or password, operator intervention is not
required. In unattended conferences the operator usually leaves the
management of the conference to a designated participant, usually the
chairperson/meeting organizer. The conference chairperson can perform
certain operator’s functions, such as start a voting session, control the Q&A
session, mute incoming parties, place the conference on hold and lock or
unlock the conference.
All chairperson functions can be performed either via the WebCommander
interface or using DTMF codes from the participant’s endpoint.
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Participant and Conference Level Operations
Operators can perform functions on conferences that affect individual
participants or can affect the conference on the whole.
Participant Level Operations
The following operator actions are performed at the participant level:
•
•
•
•
•
•
•
•
•
•
•
•
•
Make dial-out connections
Change the participant connection type (dial-in/dial-out)
Disconnect and reconnect participants
Name undefined dial-in participants
Change the properties of a disconnected participant
Designate a participant as an Exclusive Speaker
Designate a participant as a VIP
Control the participant's listening and broadcasting volume
Modify user defined parameters for the participant (MGC Manager only)
Move a participant to an operator conference (attended conference only)
Move a participant to the home conference (attended conference only)
Place a participant on-hold (attended conference only)
For management operations performed during an Attended conference, see
Chapter 7, “Attended Conferencing”.
Conference Level Operations
The following operator actions are performed at the conference level:
•
•
•
•
•
•
•
•
Add new participants
Mute dial-in participants upon their connection to the conference
Add remarks during session
Lock and unlock a conference
Control Question-and-Answer sessions
Conduct Voting sessions
Place a conference on hold
Modify the conference general parameters (MGC Manager only)
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•
•
•
•
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
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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.
During the connection process, the participant's status and icon, which is
displayed in the Connection column, changes from Standby to
Connecting. When the connection is established, the participant's status
and icon changes to Connected.
•
Use this procedure to reconnect participants who were previously
disconnected from the conference or failed to connect to the conference.
•
If you have difficulties connecting dial-out ISDN participants, ensure that the
specific switch used for the connection does not require the addition of the
pound key (#) at the end of the dial string. If it does, modify the properties of
the disconnected participant and then try again to connect.
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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. For example, when the participant cannot dial-in and you want
the MCU to dial-out to the participant, you can toggle between the dial-in and
dial-out connection type.
•
The Connection Type parameter can be changed only when the participant is
disconnected from the conference and both dial-in and dial-out parameters
are defined in the Participant Properties - Identification dialog box.
•
If the dial-in phone numbers are not defined for the participant when
switching to dial-in and the Meet Me Per option is set to MCU - conference,
the system automatically allocates the appropriate phone numbers from the
list of dial-in numbers defined in the Network Service that was selected for
participants.
•
If the Meet Me Per option is set to Party or Channel, and no CLI number is
defined for the participant, the system will reject the participant’s call.
To toggle between Connection Types:
1. In the Monitor pane, Status pane or Browser pane, list the participants
defined for the conference.
2. Right-click the participant's icon whose connection type needs to be
changed, and then click Dial In or Dial Out (depending on the
participant's current definition).
The system toggles between dial-in and dial-out depending on the
current participant connection type.
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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. This is useful
when participants want to discontinue the conference temporarily and return
to it later.
On the other hand, deleting a participant completely removes all participant
information from the conference and releases the resources that were
allocated to that participant, making them available for other participants.
However, to reconnect a participant who was deleted from the conference,
you must define the parameters again as you would do for a new participant.
To disconnect a participant:
1. In the Monitor pane, Status pane or Browser pane, list the participants
connected to the conference.
2. Right-click the icon of the participant to disconnect, and then click
Disconnect Participant.
The participant is disconnected from the conference but the resources
remain allocated in case the participant is reconnected. The participant
status and icon change to Disconnected in the Connection column.
To reconnect a disconnected participant, right-click the participant icon, and then
click Connect Participant.
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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 <Del> 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. To reconnect the participant who has
been deleted from a conference, you must add this participant to the
conference as a new participant.
Naming Undefined Dial-in Participants
The MGC Manager automatically assigns names to all dial-in participants
who were not defined prior to the start of the conference (undefined
participants) once they connect to the conference. This default name is
derived from the conference name and a sequential number.
You can edit the automatically assigned name to correctly display it in the
Monitor and Status panes. The name change is also updated in the Call Detail
Record (CDR) which is used for billing. Usually the operator changes the
name while attending the participant (in the Operator conference).
You can also change participants names when they are waiting in the Entry
Queue or when they are connected to the conference.
To name a “Meet Me” dial-in participant:
1. List the participants in the Operator conference, in an On Going
Conference or in the Participants Queue.
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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.
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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.
•
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.
•
•
•
Connection Type - Alter the participant connection from dial-in to dial-
out or vice versa.
Phone Number or IP address - Change the participant’s dial-in/dial-out
phone number or IP dress as required.
Interface Type - Change the participant’s interface (and protocol),
provided that the endpoint supports both ISDN and IP.
•
•
VIP Status - Change the participant’ status from or to VIP.
Service Type - Change the name of the Network Service that the
participant is using to connect to the conference.
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•
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.
You can move individual participants, or you can move several participants at
the same time by using standard Windows conventions to select the
participants to move.
To interactively move participants from one conference to another:
1. Expand the On Going Conferences list in the Browser pane, to display
the home conference icon and the destination conference icon.
2. Drag the icon of participant from the home conference and drop it on the
target conference icon.
To move participants using the right-click menu:
1. In the Browser pane, expand the participant list of the source conference.
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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.
Designating an Exclusive Speaker
During On Going Conferences, you can designate one participant as the
conference lecturer/speaker, while all other participants are automatically
muted so as not to interrupt the lecture.
Alternatively, chairpersons can designate themselves as the Exclusive
Speaker for the conference using the appropriate DTMF code (the default
code is *5) or cancel the Exclusive Speaker mode (default DTMF code is #5).
The operator can unmute participants who were muted by the MCU, or cancel
the Exclusive Speaker mode. The chairperson can only cancel the Exclusive
Speaker mode.
You can manually add special DTMF codes to enable participants to override the
Exclusive Speaker Mute mode. For more details, see Table 4-4 on page 4-62.
When the Exclusive Speaker mode is cancelled, the audio channel of all
muted participants is automatically restored.
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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. The Muted by MCU icon
is displayed in
the Audio column of all other participants.
Changing Participant’s Status to Conference Chairperson
During On Going Conferences, operators can designate a participant to
function as the conference chairperson. The chairperson can perform various
operations during the conference, such as lock or unlock the conference to
dial-in participants, initiate a voting session, become the conference exclusive
speaker while muting all other participants, and more.
This option is enabled in conferences in which the Conference Chairperson
option is enabled in the assigned IVR Service.
To change a participant’s status to conference chairperson:
•
In the Browser, Monitor or Status pane, right-click the participant's icon
and then click Change to Chairperson.
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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.
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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.
To designate a participant as a VIP:
1. In the Browser, Monitor or Status pane, right-click the participant's icon
and then click Properties.
The Participant's Properties - Identification dialog box opens.
2. Select the VIP check box to assign the new status to the participant, and
then click OK.
The selected participant becomes a VIP in the On Going conference. The
other participant’s properties are unchanged.
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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.
To adjust the broadcasting and listening volume for the participant:
1. In the Browser, Monitor or Status panes, right-click the participant’s
icon, and then click Properties. Alternatively, double-click the
participant icon.
The Participant Properties - Identification dialog box opens.
ISDN/Telephone Participant
Identification Properties
IP Participant
Identification Properties
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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.
Participants in an On Going Conference can adjust the volume of the audio
transmitted from and to their endpoint, using the appropriate DTMF code:
•
•
Broadcasting volume: to increase the volume, use *9; to lower - #9.
Listening volume: to increase, use *76; to lower - #76.
Muting and Unmuting Participant’s Audio
specific participant from part of an On Going Conference. A participant
whose audio channel is muted hears the other participants while the other
participants cannot hear the muted participant.
Participants’ audio can be muted by the MCU, by the operator, by themselves
or by a combination MCU/operator; Operator/participant
For listing of audio status icons, see Table 3-4, “Participant Audio Status
Icons,” on page 3-16.
Participants can mute their audio transmission from their own endpoints,
using DTMF codes. The default DTMF code for muting individual’s line is
*6, and #6 for unmuting the line. Muting By Participant is indicated by a
special
icon.
You can mute a participant's audio from the participant's right-click menu or
in the Participant Properties dialog box.
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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
icon.
b. To unmute the audio channel for a participant, right-click the
participant's icon and then click Unmute Audio.
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•
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.
IP Participant
Connection Info2 Properties
ISDN/Telephone Participant
Connection Info2 Properties
b. Click the Connection Info2 tab.
The Participant's Properties - Connection Info2 dialog box opens.
c. In the Mute (By Operator) box, check the Audio option, and then
click OK.
The dialog box closes and muting takes effect. The Muted
Participant icon appears in the Audio column in the Monitor and
Status panes.
To un-mute the audio using this method, clear the Mute (By
Operator) Audio check box.
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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.
The intensity of input signals can vary due to the following factors:
•
•
•
•
Microphone properties and adjustments
Background noise
Speaker’s distance from microphone
Speaker’s manner of speech
•
•
The AGC option is applicable to all participants using Audio+ resources.
The AGC option is enabled in the “system.cfg” in the AUDIO PLUS FLAGS
section. By default, the AGC flag is set to YES, and when defining new
In some cases, you may need to disable AGC for a participant during a
conference.
You can enable or disable AGC using the participant's right-click menu or in
the Participant Properties dialog box. For more details about participant
properties modifications, see Chapter 2, “Defining Participant Properties” on
page 2-49.
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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. This is done in the Database Manager application. For more
details about changing the User Defined fields, see MGC Manager User’s
Guide Vol. I. Chapter 6, “Operations Performed During On Going
Conferences”
To modify the User Defined fields in participant’s properties:
1. Open the Participant's Properties - Identification dialog box and enter
any required general information about the participant into any or all of
the User Defined fields.
2. Click OK.
The information is updated.
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Conference Level Operations
Adding New Participants to a Conference
Occasionally you may be required to add a defined participant after a
•
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. For more details, see Chapter 2, “Defining Participant
Properties” on page 2-49.
Copy a participant from another conference or a conference template.
When defining a participant, during an On Going Audio Only conference, only the
participant properties relevant to the type of conference to which the participant is
added, are enabled.
If the conference is a Meet Me Per conference, undefined participants
can connect to the conference directly or through an Entry Queue.
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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.
For detailed information on defining participants, see Chapter 2,
“Defining Participant Properties” on page 2-49.
c. Click OK.
The new participant is added to the conference and is displayed in
all the panes of the main window.
•
From the Conference toolbar:
a. Expand the On Going Conferences list, click the icon of the
conference to which to add the participant, and then click the
New Participant button
on the Conference toolbar.
The Participant Properties dialog box opens.
b. Repeat the steps b and c of the previous procedure.
From the Conference Properties dialog box:
•
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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.
c. Click the New button.
The Participant Properties dialog box opens.
d. Set up the required properties in the Identification and Advanced
tabs of the Participants Properties dialog box. For a detailed
description of participant definition, see Chapter 2, “Defining
Participant Properties” on page 2-49.
e. Click OK.
The new participant is listed in the Conference Participants list.
f. If required, repeat steps c - e to add more participants.
g. Click OK to complete the conference editing.
The new participant is listed in all the panes of the main window.
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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. Right-click the icon of the participant to copy, and then click Copy
Participant.
3. Right-click the conference/reservation icon to which to copy the
participant, and then click Paste Participant.
The participant’s details are copied to the selected conference/reservation
under the same name.
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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.
To copy the participant properties from a Database Reservation template
or from the Participant Template:
You can copy a participant from a participant template to another participant
template, or to another conference.
1. Open the Reservation in Database window or Participants in Database
window, as described in the MGC Manager User’s Guide, Volume II.
2. Expand the Groups tree. In the Reservations in Database window, locate
the Reservation template containing the participant that you wish to
copy.
3. In the Participants in Database window, locate the Participant template
to copy.
4. Expand the Reservation template tree to list its participants.
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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. Change the participant’s name, and then click OK.
The participant’s details will be copied to the clipboard under the
new name.
6. In the Reservation database, the On Going Conferences, or Reservations
list, right-click the conference icon to which you wish to copy the
participant, and then click Paste.
The participant’s details will be copied to the new conference reservation
under the same name.
a. Alternatively, click Paste As to copy the participant’s details to the
new conference/reservation under a new name.
The Participant - Properties dialog box opens.
b. Type the new name for the participant, and then click OK.
The participant is copied under the new name to the On Going
Conference, reservation or Reservation template.
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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. You can enable
this option when defining a conference/reservation, or during an On Going
Conference by the following methods:
•
•
From the conference right-click menu
From the chairperson DTMF input device (remote control/telephone),
pressing the appropriate DTMF code
When the Mute “Meet Me” Parties option is cancelled, undefined participants
who dial in, are not muted. However, the participants who were previously
muted by the MCU using this feature, are not automatically unmuted when
this option is cancelled.
•
The Mute “Meet Me” Parties feature applies to undefined participants
connecting to Meeting Room, Meet Me per Conference Access conference
types.
This feature does not apply to standard pre-defined dial-in participants.
To activate the Mute “Meet Me” Parties feature:
1. Expand the On Going Conferences list.
2. Right-click the icon of the conference and click Mute ‘Meet Me’
Parties.
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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.
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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. The entries are added to the CDR file, for
retrieval during the billing stage.
To enter and save a remark during an On Going Conference.
1. Open the On Going Conference Properties dialog box, and if required,
click the General tab.
The On Going Conference Properties - General dialog box opens.
2. In the Remarks box, enter text (up to 300 characters).
3. Click Update Remark.
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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.
Locking and Unlocking a Conference
The operator or chairperson can lock or unlock an On Going Conference to
undefined dial-in participants. In addition, you can lock a conference during
its definition and, if required, unlock it while it is going on. The purpose of
conference locking is to:
•
•
•
Limit the number of undefined dial-in participants connecting to the
conference
Prevent additional participants from connecting to the conference once
all the required participants are connected
Save resources
You can lock and unlock the conference from the right-click menu, from the
toolbar or from the Conference - Properties dialog box.
Alternatively, chairpersons can lock or unlock a conference from their
endpoint using the appropriate DTMF code. The default code is #7 for
locking; *7 for unlocking.
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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.
To unlock a locked conference, expand the On Going Conferences list, right-
click the icon of the conference to unlock, and then click Unlock
Conference.
The status of this conference in the Monitor and Status panes is updated to
Unlocked and the conference reverts to its regular state.
New dial-in participants can now connect to the On Going Conference.
•
Using the Conference toolbar:
a. Expand the On Going Conferences list, and then click the icon of the
conference to lock.
b. Click the Lock Conference button on the Conference toolbar.
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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.
The conference reverts to the unlocked state and its status and indicators in
the Monitor and Status panes are updated accordingly. New dial-in
participants can now connect to the On Going Conference.
•
From the Conference Properties dialog box:
You can lock a conference during the definition stage only when the Meet Me per
Conf option is enabled or with the Meeting Room conference type.
a. In the On Going Conference Properties dialog box, click the
Settings tab.
b. If required, in the General Settings section, click the Advanced
button.
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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.
The conference reverts to the unlocked state and its status and indicators in
the Monitor and Status panes are updated accordingly. New dial-in
participants can now connect to the On Going Conference.
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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. A participant who
wants to ask a question or comment on the subject being discussed, presses
the appropriate code on the DTMF input device (the default code is *22) to
enter the Q&A queue. Participants queue in the order in which they have
requested to ask a question.
You can also place participants in the Q&A queue from the MGC Manager
application using the Q&A toolbar.
Once the participant is in the Q&A queue, you can select them to ask the
question or let the next participant in line ask the question. If the participant is
muted by the MCU, for example in the Exclusive Speaker mode, you have to
unmute the participant before you let him or her ask the question.
You can stop the questioner any time during the question, or you can end the
current Q&A session by selecting the appropriate function in the MGC
Manager application. The chairperson can end the Q&A session using the
appropriate code on the DTMF input device.
You can also end the session by clearing the Q&A queue.
You can change the position of the participants in the queue, moving a
selected participant’s position up or down the queue or to the first or last
position in the queue.
•
•
A Q&A session requires the use of a DTMF input device.
The Q&A session managing options are applicable only to conferences with
an assigned IVR Service running on an Audio+ card.
Controlling Q&A Queues with the Toolbar
You can easily manage the Q&A queues using the dedicated toolbar. Enable
this toolbar by clicking a participant icon in an On Going Conference or by
clicking the icon of a participant waiting in the Q&A queue.
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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.
Move participant to
first position in Q&A
Moves the participant to the first position in the
Q&A queue (enabling this participant to
become the next questioner).
Move participant to
last position in Q&A
Moves the participant to the end of the Q&A
queue.
View All Q&A
Participants
To view only participants waiting in the Q&A
queue.
View All
To view all participants in the conference.
Q&A Parties out of
Total Parties
1/10
Displays the number of participants currently
waiting participants in the Q&A queue and the
total number of participants connected to the
conference.
Adding Questioners to the Q&A Queues
Participants can be added as questioners to the Q&A queue using one of the
following options:
•
Questioners are added to the Q&A queue once they press the appropriate
DTMF code on their DTMF input device (default DTMF code is *22).
An appropriate audio message is played to confirm the participant
addition to the Q&A queue.
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•
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.
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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.
By default, these columns are located on the right of the Monitor pane
and you need to use the scrolling arrows to display them.
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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.
You can move participants to the following positions in the Q&A queue:
—
—
—
—
First position
Last position
Up one position
Down one position
•
Alternatively, select the participant to move by clicking the Participant
icon, and then, on the Q&A toolbar, click:
—
—
to move the participant to the first position in Q&A queue
to move the participant to the last position in Q&A queue
or
Allowing Participant Questions
Participants in the Q&A queue can ask a question after the permission is
granted to them by the conference chairperson or the operator.
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•
•
•
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. The default code
The selected participant’s icon now indicates the change of status to
current questioner:
Ending Participant Questions
Ending the questioner session can be done by participants or by the
chairperson.
•
•
•
The operator can end the questioner session by right-clicking the
Questioner icon, and then clicking Stop Questioner Session.
Participants can indicate that they have completed asking the question by
entering the appropriate DTMF code (the default code is #22).
The chairperson can stop the current questioner by pressing the
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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.
To remove a participant from the Q&A queue:
•
Right-click the participant’s icon, click Q&A Management, and then
click Remove Participant from Q&A
or
select the participant’s icon, and then click the Remove Participant
from Q&A button
on the Q&A toolbar.
The participant is deleted from the Q&A queue and remains in the On
Going Conference.
Clearing Q&A Queues
The chairperson and the operator can clear the Q&A queue at any given time
during the Q&A session. In that case, all the participants currently waiting in
the Q&A queue are removed from the queue and they will not be able to ask
questions in this session.
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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).
Managing Voting Sessions
In a voting session, participants express their preference on a set of choices
using the touch-tone keypad during an On Going Conference. The system
uses digits to correlate participant votes to the items for which they are
voting.
A voting session can include up to 10 choices for one subject. Each choice is
assigned a digit (between 0 to 9) and a descriptive title. For example, in an
employees meeting, the employees have to vote for one of the benefit plans
suggested by the management. Each plan is assigned a digit (for example, if
there are 5 plans, the choices may be 0 to 4) and a short description.
A voting session consists of three main stages:
•
Preparation stage - Before the voting session begins, the operator or the
chairperson (using the WebCommander application) creates the list of
choices and their descriptions. The operator or the chairperson then
informs the conference participants of the choices available for selection
and the digit assigned to each option.
•
•
Voting stage - When voting, each participant enters the digit that
represents the participant’s choice, using the DTMF input device. As
each vote is counted, the information is presented on-line in the Voting
window.
Results stage - When the voting is completed, the final results are
viewed. The operator or the chairperson can save the voting results to a
file or start a new vote.
Voting sessions are available in IVR enabled conferences that are run on
Audio+ cards and require the use of a DTMF input device.
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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.
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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.
The Command buttons let you select optional operations.
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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.
Enter a descriptive text for each of the choices to be
selected during the voting session. For example, for
digit 0 enter the first choice, for digit1 enter the second
choice, etc.
This text will appear in the voting results and is saved
together with the voting results.
Anonymous Vote Select this option to conduct an anonymous voting
session.
Start Time
Displays the voting session start time.
3. Click Apply to save the voting settings.
4. Present the voting choices to all the conference participants.
Once the voting choices are clear to all, the voting stage can start.
5. In the Command buttons section, click Start Voting.
—
—
Click Start Voting.
Alternatively, start the voting session from the touch-tone telephone
or remote control by entering the appropriate DTMF code (the
default code is *81).
6. Participants enter their vote by pressing the appropriate code assigned to
each choice.
You can start or cancel a voting session by clicking the Enable/Cancel Voting
button on the Conference toolbar.
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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.
Show results as
percentage with
reference to:
Select this option to display the number of votes for
each choice as percentage. If checked, select the
category from which to calculate the percentage:
•
Voters Only – Displays the percentage of
participants who voted for each choice, out of the
total number of voters.
•
All Participants – Displays the percentage of
participants who voted for each of choice, out of
the total number of connected participants.
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Table 4-3: Voting Results Parameters (Continued)
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.
7. Click the Stop Voting button to conclude the voting session.
Alternatively, chairpersons can end the voting session by entering the
appropriate DTMF code (default DTMF code is #81). The voting results
are displayed on the screen and can be saved to a text file.
At this point, you can select one of the following options in the Voting
window, using the command buttons:
example if the previous voting session was interrupted or if you
need to recount the votes.
A new voting stage starts immediately, using the current settings.
—
Click New Vote to start a new voting subject.
The current settings are cleared from the Voting Settings pane.
Repeat the preparation stage procedure as described in “Conducting
a Voting Session” on page 4-43, steps 1 through 3.
—
—
—
Click Results to display full information about the voting results.
Click Save Results to save the results to a text file.
Click OK to exit the voting session.
The dialog box closes.
Viewing and Saving Voting Results
To view voting results:
1. Click Details Results to display the full information about the results of
the voting session.
The Voting Details window opens. For each option, the system displays
the total number of votes.
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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
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.
2. Click OK to close the Voting Details window.
To save the voting results file:
1. In the Voting window, click the Save Results button to save the results to
a text file.
The Save As dialog box opens.
The File Name field displays the default name, derived from the voting
session’s title. You can modify this file name. The file can be saved only
in the text or ASCII format (*.txt).
2. Using the standard Windows conventions, select the destination folder
for the file, and then click Save.
The dialog box closes, and you return to the Voting dialog box.
3. Click OK to close the Voting dialog box.
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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. choice #7
-------------
8. choice #8
Placing a Conference On Hold
An operator or a chairperson can place an On Going Conference On Hold. In
this state, conference participants hear background music. If you place the
conference On Hold during its definition or when starting it, you can cancel
the On Hold state later, for example when all the participants have
successfully connected.
You can activate and deactivate the On Hold function from the Conference
right-click menu, from the Conference toolbar or from the On Going
Conference - Properties dialog box.
Alternatively, chairpersons can place a conference on hold, using the
appropriate DTMF code (the default DTMF code is *1).
When the conference is placed on hold, the Conference On Hold icon
is
displayed in the Status column in the Monitor and Status panes and the
Release On Hold Conference button
is displayed in the Conference
toolbar.
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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.
To reinstate the conference, expand the On Going Conferences list, and
then right-click the icon of the conference that is currently on hold, and
then click Release Hold.
•
Using the Conference Toolbar:
a. Expand the On Going Conferences list and click the icon of the
conference to place On Hold.
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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.
To release the conference, repeat steps a and b, then clear the On Hold
check box.
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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.
2. Enter the conference Billing code; general information, such as company
name, contact person, email address, telephone number etc. and if
required, modify the conference or chairperson password.
3. Click OK.
From this point on, the modified information is applicable to this On
Going Conference.
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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. Modify the conference Ending Time.
4. Click OK to apply the settings.
The Conference Properties dialog box closes.
The time format is derived from the Operating System time format defined in the
Regional Settings.
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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.
Alternatively, use the shortcut key (the default key is <Del>), or click the
Terminate button
A dialog box appears prompting you to confirm the action.
2. Click Yes.
on the Conference toolbar.
The conference is terminated. The conference name and its icon are
removed from the On Going Conferences list.
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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.
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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.
—
If scheduled to start immediately, the Reservation becomes an On
Going Conference and is moved to the On Going Conferences list.
Deleting Recurring Reservations
You can delete a single recurring reservation or delete all the scheduled
recurrences. Deleting a single scheduled recurrence is done using the
Reservation right-click menu. Recurring reservations can be deleted as a
group using one of the following methods:
•
•
Using the Recurrent Reservation right-click menu
Using the Reservations right-click menu
To delete a single recurring reservation:
1. Right-click one of the Recurrent Reservation icons, and click Delete.
A confirmation box opens.
2. Click Yes to delete the selected recurring reservation.
The deleted reservation is removed from the recurrences list.
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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. Right-click the Reservations icon, click Delete All Reservation
Recurrences, and then select the Reservation whose occurrences to
delete.
A confirmation box opens.
b. Click Yes to delete all recurring reservations.
All the selected Recurrent Reservations are removed.
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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). Printed data can be useful in a
variety of situations, for example:
•
You can send the printed information about reservations in advance to
the conference participants, letting them know the actual conference
settings and the dial-in numbers they will use when connecting to the
conference.
•
You can use the printed data to keep record of all On Going Conferences
and planned activities for the MCU or operators.
You can print data for a single On Going or Reservation conference, or for all
the On Going or Reservation conferences.
Before printing conference information to a printer, make sure that a default printer
is defined in your workstation.
To print details of a single conference:
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 Reservation icon and then
click Print Reservation.
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—
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
pasted in other text handling applications
5. Click OK.
—
If File is selected, the Save As dialog box opens.
a. Save the conference data to a text file in the desired directory.
The system assigns the conference name as the default file name.
b. Select the destination folder, enter the required file name, then
click OK.
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—
—
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.
Operator Data
-------------
Operator Name - Lynne
Reservation Data
----------------
Reservation Name - Demo
Id - 994
Conf. Entry Password - 1234
Web/Chairperson Password - 1122
Start Time - Jan 13, 2003 06:31:12 AM
Duration - 02:00:00
Audio Alg - 56 (G711)
IVR Service Enabled - Yes
IVR Service Name - Demo
Operator Conference - No
Audio Mix Depth - 3
Participants - Sara1
-----
Connection Type - Dial Out
Interface Type - ISDN
Service Name - e1
SubService Name - ZERO
Participant Phone Number(s) - 9054631645;
Num Type - Taken from service
Channel Width - 64 kbps
Number of Channels - 1
Bonding Mode - Off
Chair - No
Voice
Node Type - Terminal
Restrict Only - No
John1
-----
Connection Type - Dial Out
Interface Type - ISDN
Service Name - e1
SubService Name - ZERO
Participant Phone Number(s) - 99251241;
Num Type - Taken from service
Channel Width - 64 kbps
Number of Channels - 1
Bonding Mode - Off
Chair - No
Voice
Node Type - Terminal
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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.
The Print All dialog box opens, listing all On Going Conferences or
Reservations currently defined or running on the MCU.
To exclude items from printing, clear the check box next to the name.
3. Click OK.
The Print dialog box opens.
4. Define the printing options and save the output as described in steps 3, 4,
and 5 on page 4-59.
If File is selected as the printing destination, the data of all the conferences are
printed to the same text file.
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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.
•
Permissions for DTMF actions to be performed by all conference
participants or by chairperson only, are configured in the IVR Service
(DTMF Codes) assigned to the conference.
•
Both the DTMF codes and the user permissions can be modified for
individual IVR Services.
Table 4-4 lists the DTMF-driven functions, their corresponding default input
codes and user permissions:
Table 4-4: DTMF Operations Performed During Conference
DTMF
Code
DTMF Function and Message
Permission
Request private assistance
*0
Everyone
To request private assistance, press: star, zero.
Request assistance for conference
To request operator's assistance for the conference,
press: zero, zero.
00
Chairperson
Mute my line
To mute your line, press: star, six.
Un-mute my line
*6
Everyone
Everyone
#6
To un-mute your line, press: pound, six.
Lock conference
To lock the conference to dial-in participants, press:
star, seven, zero.
Unlock conference
To unlock the conference, press: pound, seven, zero.
*70
Chairperson
Chairperson
#70
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Table 4-4: DTMF Operations Performed During Conference (Continued)
DTMF
Code
DTMF Function and Message
Permission
Secure conference
*71
Chairperson
To switch the conference to secure mode, press: star,
seven, one.
Unsecure conference
#71
Chairperson
To cancel the secure mode, press: pound, seven,
one.
Increase my broadcasting volume
*9
Everyone
Everyone
To increase your volume, press: star, nine.
Decrease my broadcasting volume
To decrease your volume, press: pound, nine.
#9
Mute All but me
To mute all participants except yourself, press: star,
five.
Cancel Mute All but me
To cancel mute settings of all participants except
yourself, press: pound, five.
*5
Chairperson
Chairperson
Chairperson
#5
Change password
*77
To change the chairperson or conference password,
press: star, seven, seven.
Place conference on-hold
To place the conference on hold, press: star, one.
Reinstate on-hold conference
To reinstate a conference on hold, press: pound, one.
*1
Chairperson
Chairperson
#1
Mute dial-in participants
*86
Chairperson
Chairperson
To mute dial-in participants, press: star, eight, six.
Cancel Mute dial-in participants
To cancel the muting of dial-in participants, press:
pound, eight, six.
#86
Start voting session
To vote, press: star, eight, one.
Stop voting session
*81
Chairperson
Chairperson
#81
To end a voting session and get the results, press:
pound, eight, one.
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Chapter 4 - Operations Performed During On Going Conferences
Table 4-4: DTMF Operations Performed During Conference (Continued)
DTMF
Code
DTMF Function and Message
Permission
New voting session
To start a new voting session, press: star, eight, one.
Cancel voting session
*82
Chairperson
Chairperson
#82
To cancel the voting session, press: pound, eight,
one.
Ask a question
To ask a question, press: star, two, two.
Cancel my question
*22
Everyone
Everyone
#22
To cancel a question, press: pound, two, two.
Next in line question
To let the next questioner ask a question, press: star,
two three.
End current question
*23
Chairperson
Chairperson
#23
To terminate the current question, press: pound, two
three.
Cancel all questions
To cancel all questions, press: star, two, four.
*24
*4
Chairperson
Chairperson
Chairperson
Dial out to invitee
To dial out to invitee, press: star, four.
Admit invitee and continue dial-out
To admit an invitee and continue dial-out press: star,
one.
*1
(submenu)
Disconnect invitee and continue dial-out
To disconnect an invitee and continue dial-out, press:
star, two.
*2
Chairperson
(submenu)
Admit invitee and return to conference
To admit an invitee and return to the conference,
press: star, three.
Disconnect invitee & return to conference
To disconnect an invitee & return to conference press:
star, four.
*3
Chairperson
Chairperson
(submenu)
*4
(submenu)
Play Menu
*83
Everyone
To play a new menu, press: star, eight, three.
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Table 4-4: DTMF Operations Performed During Conference (Continued)
DTMF
Code
DTMF Function and Message
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
Chairperson
# 32
*33
Roll Call - review names
Chairperson
Chairperson
To initiate the roll call and playback of the participant
names, press: star, three, three.
Roll Call - stop review names
To end playback of participant names, press: pound,
three, three.
#33
Start Dial Out
To start the dial-out, press: star, two, five.
*25
*87
**
Chairperson
Chairperson
Everyone
Conference Termination
To end the conference, press: star, eight, seven.
Start Click & View
To start the Click & View application, press: star, star.
Change to Chairperson
*78
Everyone
To change the status of a participant to Chairperson,
press: star, seven, eight.
Increase my Broadcast volume
To increase your volume, press: star, nine.
Decrease my Broadcast volume -
*9
Everyone
Everyone
#9
To decrease your volume, press: pound, nine.
Increase my listening volume
To increase your volume, press: star, seven, six.
Decrease my listening volume
*76
Everyone
Everyone
#76
To decrease your volume, press: pound, seven, six.
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Chapter 4 - Operations Performed During On Going Conferences
Table 4-4: DTMF Operations Performed During Conference (Continued)
DTMF
Code
DTMF Function and Message
Permission
Override Mute All But Me*
Everyone
To enable participants to unmute their endpoints while
* To enable this function, a DTMF code must be
configured.
These operations are listed and defined in the IVR
Service - DTMF Codes dialog box. The same
operations are also available from the MGC Manager
application.
For a description of the IVR Message Service setup,
see Chapter 6, “IVR and Entry Queue Services”.
Start Recording
Starts a recording session.
Stop Recording
Stops a recording session.
Pause Recording
*73
*74
*75
Chairperson
Chairperson
Chairperson
Pauses a recording session.
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Table 4-4: DTMF Operations Performed During Conference (Continued)
DTMF
Code
DTMF Function and Message
Permission
SilenceIT Menu
9
Everyone
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.
Everyone
Everyone
Everyone
1
2
3
Return to Conference Muted
Returns the muted participant to the conference while
remaining muted.
Adjust SilenceIT Sensitivity and Unmute
Used by the muted participant to return to the
conference unmuted while reducing the noise
detection sensitivity. This option should be used if you
do not want the system to identify a faint noise as a
noisy line.
Everyone
4
Disable SilenceIT and Unmute
Disables the SilenceIT option, unmutes the line of the
participant who is placed on hold by the SilenceIT
mode and returns the participant to the conference.
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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 secured conference
Place the conference on-hold and reinstate the conference
If the chairperson uses any other DTMF codes, only the participants in the
chairperson’s local conference will be affected.
For more information on simple cascading, see the MGC Manager User’s
Guide, Volume II, Chapter 1.
For a detailed description of H.243 Cascading conferences, see the MGC
Manager User’s Guide, Volume II, Chapter 5.
Modifying Conference and Chairperson Passwords
During an On Going Conference, the Conference and Chairperson passwords
can be modified by the chairperson or a participant (depending on the
configured permissions) using DTMF codes from their endpoints (default
DTMF code is *77). Passwords can also be modified by the operator via the
MGC Manager. For more details, see “Modifying Conference and
Chairperson Passwords” on page 4-68
When the chairperson activates the password modification process, the
chairperson can select whether to modify the conference password or the
chairperson password.
A sequence of voice messages and chairperson actions follows, to complete
the password modification. Table 4-5 describes this sequence
If the chairperson or a participant exits without the password confirmation,
the password is not updated.
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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
“Press one to change conference
password. Press two to change the
code (1 or 2), or presses 9 to exit the chairperson password. Press nine to
menu.
exit the menu”.
Chairperson or participant enters 1.
“Please enter the new conference
password. Press the pound key to
complete”.
Chairperson or participant enters 2.
“Please enter the new chairperson
password. Press the pound key when
complete”.
Chairperson or participant enters 9
“Press nine to exit the menu”.
and exits the menu.
Chairperson or participant enters the
new password. Password
confirmation request.
“Please re-enter the new password.
Press the pound key to complete.”
Chairperson or participant confirms
the password. System confirms
update.
“The password has been successfully
changed”.
While confirming the new password,
chairperson or participant enters the
existing password.
“The new password is invalid”.
•
•
•
•
Voting session
Invite session
Roll Call session
Entry Queue with waiting participants
The default DTMF code for playing the appropriate Help menu is *83.
In an Entry Queue Access conference, both the conference and chairperson
passwords must be unique and cannot be identical to any other conference
that is accessed via the Entry Queue.
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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. This help menu is recorded by the conference provider as a voice
message and is configured like any other voice message in the system.
The Help menus follow the type of participants permission (chairperson or
ordinary) and status:
•
•
•
•
Participant Help – for ordinary participants
Chairperson Help – for the conference chairperson
Voting Help – for the participant controlling the voting session
Invite Help – for the participant inviting others to the conference during
an invite session
Dialing Out to Invite Participants (Invite Session)
In an Invite session, the chairperson in a conference can dial out and invite the
called person to participate in the conference. This option is identical to the
Add New Participant option available to the operator.
The Invite function is available to all participants when the permission to use this
function is changed in the IVR Service - DTMF Codes dialog box. For more
details about defining an IVR Service with DTMF codes enabled, see MGC
Manager User's Guide Volume II, Chapter 2, Defining a New IVR Message
Service.
To invite participants to join the conference:
1. Press *4 on your touch-tone telephone to dial out to an individual.
You are moved to a side area and a dialing tone is heard.
2. Dial the number of the individual you want to invite and press the pound
<#> key to start the dialing process.
If the invitee answered the call, you can do one of the following:
—
Admit the invitee and continue dialing out to invite other individual
by pressing *1 on your touch-tone telephone.
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—
—
—
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.
If the invitee did not answer the call, you can do one of the following:
—
Disconnect the invitee and continue dialing out to invite other
individual by pressing *2 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.
Chairperson Initiated Blast Dial-out
Using the appropriate DTMF code, the chairperson or the participant
(depending on the configured permission) can indicate to the system when to
start the dial-out to multiple pre-defined participants.
This option prevents the system from automatically dialing out to pre-defined
participants in a Meeting Room. The chairperson can indicate to the system to
connect all predefined dial-out participants or to dial to individual dial-out
participants by indicating their sequential order number in the list of
participants defined for the conference.
In such a case, the chairperson enters the appropriate DTMF code followed
by the participant number on the list. For example, if the DTMF code is *25*
for blast dial-out, to instruct the system to dial to the third participant on the
list, the chairperson enters *253. To instruct the system to dial-out to all
predefined participants in one operation, the chairperson enters the DTMF
code, for example (*25*).
The DTMF code assigned to blast dial-out operation may be configured in the
IVR Message Service - DTMF Codes dialog box. For more details, see
Chapter 2.
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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. Chairpersons can
enable or disable the Secure mode for an On Going Conference, using the
appropriate DTMF codes on the touch-tone telephone. While the conference
is in a Secure mode, the chairperson and conference participants can perform
various operations using the appropriate DTMF codes, such as voting or
question-and-answer sessions. These operations will not be displayed in the
MGC Manager monitoring panes. Once the chairperson secures or unsecures
the conference, an appropriate voice message is played.
The voice message is played only if it is configured in the IVR Message Service
and if the appropriate audio file has been downloaded to the Audio card.
In a secure conference, operator cannot perform the following actions:
•
•
•
•
•
Join or attend the conference
View and control the participants of the conference
View and monitor the conference properties
Implement Voting
Initiate an Invite session
Roll Call
When the Roll Call option is enabled in the IVR Service assigned to the On
Going Conference, the chairperson can request the system to play the names
of all connected conference participants at the beginning of the conference, or
at any time during the conference. The IVR system then plays the recorded
list of conference attendees, one after the other, in the order that they entered
the conference. The recordings are played to all the conference participants.
Roll Call Guidelines
•
The Roll Call Confirmation message is not played to the participant
when the flag in the “system.cfg” ROLL_CALL_CONFIRMATION =
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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.
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. When a participant is
invited to the conference by the chairperson, the invitee name is not
recorded and therefore not announced when the participant enters or
leaves the conference or during the Roll Call.
Table 4-6 lists the Roll Call actions and the corresponding DTMF codes.
Table 4-6: Roll Call DTMF Options
Default
Operation
DTMF
Code
Description
Enable Roll Call *32
Enables the Roll Call feature for the
conference.
Disable Roll Call #32
Disabled, the Roll Call feature for the
conference. However, participants names are
still recorded in case the Roll Call feature will
be enabled later, during the conference.
Roll Call Review *33
Names
Requests to play the recorded names of the
participants connected to the conference, one
after the other, in the order in which they
entered the conference.
Roll Call Stop
Review Names
#33
When requested, the system stops the Roll Call
playback.
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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. This chapter describes the definition of
Meeting Rooms and single-dial Entry Queues that are used for routing
participants to their destination conferences.
Meeting Rooms
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. It remains in the MCU memory (configuration) and
is displayed in the Meeting Rooms list. For a detailed description of Ad Hoc
Conferencing, see, MGC Manager User's Guide, Volume II, Chapter 3, “Ad
Hoc Conferencing and External Database Authentication”.
The Meeting Room is activated when the first participant connects to it. The
conference connection information is given to all other participants by the
Meeting Room owner. The Meeting Room is terminated when the last
participant disconnects from the conference or when the chairperson leaves
the conference, depending on the conference settings. However, Meeting
Rooms can be manually terminated at any time by the MGC Manager
operator, or by the conference chairperson via the WebCommander or by
using the appropriate DTMF code.
Meeting Rooms can be defined in the MGC Manager and in the
WebCommander application.
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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. If dial-out
participants are also defined for this conference, the system automatically
dials out to these participants when the conference is activated. The operator
or conference chairperson can lock the conference to additional dial-in
participants at any time. When the conference is terminated, the system
checks the Meeting Room recurrence settings. If the Meeting Room is still
valid for re-activation, the Meeting Room remains inactively in the system,
waiting for another initiating call. Otherwise, the Meeting Room is deleted
from the system when the conference ends. An operator can delete the
Meeting Room through the MGC Manager to prevent its re-activation.
The number of Meeting Rooms is limited to about 2000. If you need more
than this, you can use Ad Hoc conferencing which enables you to instantly
start and connect to multipoint conferences from your endpoint without prior
reservation or scheduling. For more details about Ad Hoc conferencing, see
MGC Manager User's Guide, Volume II, Chapter 3, “Ad Hoc Conferencing
and External Database Authentication”.
Entry Queues
An Entry Queue is a special routing lobby to which one or several dial-in
numbers are assigned. Participants are guided by voice prompts which are
part of the Entry Queue Service to connect to this lobby and are routed to their
destination conferences according to the conference Numeric ID or password
that they enter using touch-tone signals (DTMF codes). Entry Queues remain
in a passive state when there are no participants in the queue and they are
automatically activated when a participant dials the Entry Queue number.
The Entry Queue makes it possible to use a limited number of PSTN/ISDN/
T1-CAS dial-in numbers for all the conferences and to use toll-free numbers
for conferences which are charged to the meeting organizers.
Entry Queues that were defined for video conferencing can also be used for
Audio Only conferences, provided that the audio algorithm is set to G.711
(telephone standard). This means that there is no need to define separate
Entry Queues for Audio Only conferences. However, if the VTX 1000
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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.
If you are defining a conference that is accessed through an Entry Queue, you
do not need to define the Meet Me Per Conference parameters.
Participants can be moved from the Entry Queue to a target conference that
has the same line rate and media settings. In audio conferences, the audio
algorithm may be different when IP Only participants connect to the Entry
Queue, or when the VTX 1000 endpoint is used.
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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.
Me Per Conference option is selected (and cannot be cleared). The Meet
Me Per Conf tab is included in the Properties dialog box.
3. Define the conference general parameters, such as name, Numeric ID,
passwords and duration or use the system defaults for the conference
duration and passwords (if the MCU is configured to automatically
allocate passwords). For detailed description of these parameters, see
Chapter 2, “Defining New On Going Audio Conferences” on page 2-14.
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4. Click the Settings tab.
The Conference Properties - Settings dialog box appears. These
parameters are identical to the standard conference Settings parameters.
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.
7. Define the conference Participants parameters as described in the
definition of new On Going Conferences. For more information, see
Chapter 2, “Participants” on page 2-28.
Meeting Rooms usually include undefined dial-in participants, therefore
there is no need to predefine the parameters and capabilities of each
endpoint/telephone - the participants are automatically detected by the
MCU. Access this tab if you want to define the number of participants
for which the system should save resources and the maximum number of
participants allowed to connect to this conference.
If the Max Participants option is set to Auto, the number of participants that can
connect to the conference is limited by the availability of MCU resources.
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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.
If you intend to manually allocate a dial-in number to the conference,
you can check the ISDN/T1-CAS Network Service for the dial in
numbers that can be allocated to conferences.
This tab appears only if the Meet Me Per Conf option is selected in the General
tab. If the Entry Queue Access is selected for the conference, and you are using
the system defaults, you do not need to select this option.
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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.
Number of
Occurrences
This option is enabled when the Limited Sequences
option is selected.
Define the number of times the Meeting Room will be
activated. You can choose any number of Meeting
Rooms activations. 0 means that the conference has an
unlimited number of activations and can be in sleep
mode (passive) forever. 1 means that the conference
will be activated once, and then it will be deleted from
the system. 2 or more means that the conference will be
activated twice or more, and the conference will remain
in sleep mode (passive) in between recurrences.
ISDN Service
Displays the ISDN Network Service Name and dial-in
Note: T1-CAS Network Service name and dial-in
numbers are also displayed in this section. Click the
plus
button to add dial-in numbers to the ISDN
Network Service and the minus button to remove
dial-in numbers from the ISDN Network Service. For
more details, see “Manually Assigning Phone Numbers
H.323 Service
Displays the IP (H.323) Network Service Name and the
H.323 Service Prefix assigned to the Meeting Room.
Click the plus
button to add dial-in numbers to the
IP (H.323) Network Service and the minus
button to
remove dial-in numbers from the IP (H.323) Network
Service. For more details, see “Manually Assigning the
H.323 Service Prefix to the Conference” on page 5-10.
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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. The phone number assigned by the
system can be viewed in the Status pane of the MGC Manager window, or
when checking the Meeting Room properties.
The list of dial-in numbers assigned to the Meeting Room is displayed in the
Meet-Me Services table. The first column displays the ISDN Network Service
name. The Phone 1 and Phone 2 columns display the first and second phone
numbers assigned to the conference.
You can add T1-CAS dial-in numbers in the same way as ISDN numbers - the T1-
CAS numbers are listed under the ISDN Network Service.
To do so, the MCU must be first configured to allow T1-CAS participants.
The appropriate flag has to be set in the system.cfg file and a T1-CAS Network
Service has to be defined in the system. For more information, see the MGC
Administrator’s Guide, “Defining a T1-CAS Network Service”.
If participants in the same conference use different Network Services (such as
two different ISDN Services, or an ISDN and T1-CAS Service), the Meeting
Room can be assigned different phone numbers for each of the Network
Services used by the participants to connect to the conference. In that case,
use the manual allocation method.
If no dial-in number is defined, the system assigns the MCU number defined in
the ISDN Network Service. If there is no number defined for the MCU in the ISDN
Network Service, the system allocates the first free number in the dial-in numbers
range defined in the ISDN Network Service.
Manually Assigning Phone Numbers to the Conference
10. To manually assign a phone number to the conference in the ISDN
Service pane, click the plus
button.
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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. This number must be defined in the dial-in
numbers range defined for the selected ISDN Network
Service or the T1-CAS Network Service. For more
details regarding the dial-in numbers range, see the
MGC Administrator’s Guide, Chapter 3.
Note: When connecting ISDN lines via a private PBX
to the MCU, the PBX may truncate the dialed numbers.
In that case, the dial-in numbers defined in the ISDN
Network Service may include only part of the dialed
string. The operator must add the truncated digits to
the dial-in number conveyed to the participant.
Dial-in Number
(2)
Enter the second dial-in number to be assigned to the
conference. This number is optional.
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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.323 participants can dial-in to a conference defined as Meet Me per
Conference or Meeting Room by dialing the H.323 Network Service Prefix
and the Numeric ID of the conference.
11. To manually add an H.323 Network Service Prefix to the conference, in
the H.323 Prefix Service pane click the plus [+] icon.
The H323 Service dialog box opens.
a. Define the following parameters:
Table 5-3: H.323 Network Service Parameters
Field/Option
Parameter
H.323 Network
Service Name
Enter the name of the IP Network Service that
contains the prefix to be used by participants
connecting to the conference.
H.323 Service
Prefix
Enter the Network Service prefix as defined in the IP
Network Service Properties - H.323 dialog box.
If required, repeat these steps to define additional prefixes.
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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.
Listing Meeting Rooms
Meeting Rooms are listed under the Meeting Rooms category in the MCU list.
To view the Meeting Rooms list in the Browser pane:
1. In the Browser pane, expand the MCU tree.
2. Expand the Meeting Rooms tree.
The system displays the list of the Meeting Rooms.
Active Meeting
Room (Green)
Inactive Meeting
Room (Gray)
The number of Meeting Rooms and Entry Queues currently defined for this
MCU appears in brackets next to the Meeting Rooms icon.
Active Meeting Rooms are displayed in green. Inactive Meeting Rooms are
displayed in gray.
To view the Meeting Rooms list in the Status pane:
You can also view the list of Meeting Rooms in the Status pane. This enables
you to easily retrieve the Numeric ID, passwords, dial-in numbers and H.323
Network Service Prefix assigned to the Meeting Room. This is especially
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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.
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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.
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The Entry Queue Properties dialog box opens.
4. Define the following parameters:
Table 5-4: Audio Only Entry Queue Properties
Field/Option
Description
Name
Enter the name of the Entry Queue using up to 80
characters.
Note: An error message is displayed when saving the
Entry Queue if the name is used in any other
conference, Meeting Room or Entry Queue on the
same MCU.
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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. If the same Numeric ID is
already in use in another Entry Queue or
conference, an error message is displayed when
the Entry Queue is saved on the MCU.
•
To automatically assign the Numeric ID,
complete the Entry Queue definition.The MCU
assigns a unique Numeric ID automatically when
the new Entry Queue is saved on the MCU.
Note: If the MCU is configured to support only the
automatic assignment of Numeric IDs, this field is
disabled and the system automatically assigns a
Numeric ID after you save the new Entry Queue on the
MCU.
Entry Queue
Service
Select the Entry Queue Service that will be used to
play audio messages and prompts to participants
waiting in the Entry Queue. Leave this field blank to
use the default Entry Queue Service (if an Entry
Queue Service was set as default).
Note: The system is case sensitive.
Cascade
Select this check box to define an Auto Cascade Entry
Queue.
Defining an Auto Cascade Entry Queue is part of the
setup process to enable automatic cascading of Ad
Hoc conferences. For details see the MGC Manager
User’s Guide, Volume II, Chapter 3, “Ad Hoc Auto
Cascading”.
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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.
When selected, an Ad Hoc conference to be created,
based on the Profile that was assigned to the Entry
Queue.
For a detailed description of Ad Hoc options and
definition, see MGC Manager User's Guide, Volume II,
Chapter 3, “Ad Hoc Conferencing and External
Database Authentication”.
Note:
•
You cannot select the Ad Hoc option if no Profile is
defined in the system.
•
The Ad Hoc Entry Queue can also be used for
access to standard conference. In that case, the
Target Conference Settings defined in the Entry
Queue are used for connecting participants to the
Entry Queue.
Profile
Select the profile to be used for the definition of the
target conference in Ad Hoc conferencing.
Note: For more details about Profile definition, see the
MGC Manager User's Guide, Volume II, Chapter 3,
“Profiles”.
Target
Conferences
•
Audio Only – Select this option for an Audio Only
Entry Queue. If Audio Look & Feel mode is
selected, it is the default setting.
•
•
IP Only – Select this option to allow only VoIP
participants to connect to this Entry Queue.
Encryption – (applicable with IP Only) Select this
option to enable only encrypted participants to
connect to the Entry Queue.
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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 Dial- Lists the numbers to be dialed by the PSTN/ISDN/T1-
in Numbers
CAS dial-in participants connecting to the Entry
Queue. This table is disabled when defining an IP Only
Entry Queue. If this table is left empty, the MCU
automatically assigns the dial-in number.
Enabling Encryption for Entry Queues
To be able to join a conference from an Entry Queue as an encrypted
participant, the Entry Queue must be encrypted. All non-encrypted
participants connecting to this Entry Queue are disconnected from the MCU.
Encrypted participants can be moved from an encrypted Entry Queue to the
destination conference depending on the destination conference settings and
the setting of the participant level flag in the system.cfg file:
•
•
•
If the target conference is encrypted, and the participant level flag is set
to YES, encrypted and non-encrypted participants can join the target
conference. In such a case, participants from an encrypted Entry Queue
and from non-encrypted Entry Queue can join the encrypted conference.
If the target conference is encrypted, and the participant level flag is set
to NO, only encrypted participants can join the target conference. In such
a case, participants from an encrypted Entry Queue can be moved to the
target conference.
If the target conference is not encrypted, and the participant level flag is
set to YES, encrypted and non-encrypted participants can join the target
conference. In such a case, participants from an encrypted Entry Queue
and from non-encrypted entry queue can join the non-encrypted
conference.
•
If the target conference is not encrypted, and the participant level flag is
set to NO, only non- encrypted participants can join the target
conference.
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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 Dial-
in Numbers table. The first column displays the Network Service name. The
Phone 1 and Phone 2 columns display the first and second phone numbers
assigned to the Entry Queue.
If participants in the same Entry Queue use different Network Services (such
as two different ISDN services, or an ISDN and T1-CAS service), the
conference can be assigned different phone numbers for each of the Network
Services used. In that case, the manual allocation method is used.
•
•
Up to 16 dial-in phone numbers can be assigned to the Entry Queue.
If no dial-in number is assigned for this Entry Queue, the system
automatically assigns one, using the dial-in numbers defined in the ISDN/
PSTN/T1-CAS Network Service.
5. Click the plus
button.
The Meet Me Service dialog box opens. For instructions how to assign
phone numbers to the conference, see “Manually Assigning Phone
Numbers to the Conference” on page 5-8.
To delete an ISDN/PSTN/T1-CAS Network Service from the Entry
Queue:
a. Select the service name or phone number to delete.
b. Click the minus
button in the Entry Queue dialog box.
The service name and its phone numbers are deleted.
6. Click OK to complete the Entry Queue definition.
Entry Queue is added to the Meeting Rooms, Entry Queues & SIP
Factory list. Usually only a limited number of Entry Queues are defined
in order to save dial-in numbers.
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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.
To view the list of Entry Queues in the Status pane:
•
Click the Meeting Rooms, Entry Queues and SIP Factories icon.
The Meeting Rooms and Entry Queues are listed in the Status pane.
This view enables you to easily retrieve the dial-in numbers and the
Numeric IDs assigned to the Entry Queue. This is especially useful when
the dial-in numbers and Numeric IDs were automatically allocated by the
system.
Dialing in to an Entry Queue
PSTN Phone / Cellular Phone / ISDN / T1-CAS endpoint participants
To access the Entry Queue from a PSTN phone/cellular phone or an ISDN
endpoint (or Video endpoint connecting as Audio Only) participants can use
the dial-in number assigned to the Entry Queue.
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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. Upon connection to the Entry Queue, they
are routed to the destination conference in the same way as ISDN/PSTN/
T1-CAS participants.
H.323 participants can also bypass the Entry Queue voice messages and the
conference IVR messages by adding the correct Numeric ID of destination
conference and, if necessary, Conference Entry Password to the initial dial
string:
•
To be routed directly to the conference, add the Numeric ID of the
destination conference to the dial string:
[Network Service Prefix][EQ Numeric ID] [##Destination
Conference Numeric ID#]
For example, if the H.323 Network Service prefix is 23, the Entry Queue
ID is 1122 and the destination Conference ID is 2241, the dial string is
1001122##2241#.
•
To be routed directly to the conference and bypass the Entry Queue and
the conference IVR queue, add the Conference Entry password, enclosed
by pound signs, to the dial string:
[Network Service Prefix][EQ Numeric ID] [##Destination
Conference Numeric ID#][#Password#]
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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#.
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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. This set is
activated when a participant connects to the Polycom VoicePlus conferencing
system for conference access or when certain events occur during the
conference, such as voting sessions, Q&A sessions, requests for Operator
assistance and modifying self volume.
The IVR Service automates the connection to the conference process and
enables the participant to perform various operations during the conference.
By combining the input of the caller with menu-driven scripts, participants
can call the conference dial-in number and use a touch-tone telephone or the
endpoint's remote control, to interact with the conferencing system.
•
The system is shipped with a default IVR Service that can be automatically
installed in the MCU, or manually, by means of the Restore Configuration
utility. For details, see the MGC Administrator’s Guide, Chapter 2, Manual
Installation of the Default Message Services.
•
Up to 30 IVR Services may be defined for a single MGC unit.
The Entry Queue Service is a subset of the IVR Service, and it can be used in
conjunction with IVR for routing dial-in participants. Entry Queue is a call
routing method in which all participants dial the same dial-in number and
then are routed to the appropriate conference by entering the conference
password or conference numeric ID, depending on the system’s
configuration. Callers are guided to the conference using menu-driven scripts
that are part of the Entry Queue Service. The user inputs touch-tone signals in
response to voice prompts.
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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.
IVR Queue Access
Participants dial the conference dial-in numbers and are connected to the
conference IVR queue. Using the telephone or endpoint, keypad, participants
input the required information to menu driven scripts and voice prompts that
are part of the IVR Service. Once the correct information is entered, the
callers are connected to the conference.
You can define a range of IVR Services, and customize the menu-driven
scripts and voice prompts to meet different needs or languages. The IVR
Services are assigned at the conference level, and different conferences may
use different IVR Services, or the same IVR Service may be used for all
conferences.
Entry Queue Access
Entry Queue is a call routing method in which all participants dial the same
dial-in number. Participants are guided to the conference using menu-driven
scripts that are part of the Entry Queue Service. Using the telephone or
conference and are then connected to that conference.
IVR Services can also be assigned to the target conference that are accessed
from the Entry Queue. In that case, the participants are moved from the Entry
Queue to the conference IVR Queue.
For a detailed description and examples how to connect and join conferences
using IVR and Entry Queue services, see Chapter 2, “Conference Access for
Dial-in Participants” on page 2-8.
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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. If an Entry Queue is used for
conference access, the greeting stage may be made up of two steps:
general greeting in the Entry Queue and individual greeting in the IVR
queue when connecting to conference.
•
Conferencing - the participant is connected to the conference.
In attended conferences, two additional stages are available: Attended and On
Hold. Attended status indicates that the participant is being assisted by the
operator in an Operator Conference. On Hold status indicates that the
participant was placed on hold and hears background music while waiting for
the operator.
If not set otherwise, the participant is automatically moved from the queue
(Greeting stage) to the conference (Conferencing stage).
If an Entry Queue is used in conjunction with an IVR Service assigned to the
conference, the caller is automatically transferred from the Entry Queue to the
IVR Service. If not set otherwise, the participant is automatically moved from
the IVR (Greeting stage) to the conference (Conferencing stage).
Operations Performed Using IVR Services
In IVR-enabled conferences, various operations can be performed by the
operator or the conference chairperson. These operations are available only
enables the operator to perform the following operations using the MGC
Manager application or the MGC WebCommander application. These
operations are described in Chapter 7, Attended Conferencing.
The IVR software module enables participants and the conference
chairperson to perform the following operations from their endpoints using
DTMF codes. For a list of default DTMF codes, see Chapter 4, “Managing
Conferences Using DTMF Codes”.
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Table 6-1: DTMF Enabled Actions and Permissions
DTMF Enabled Action
Permission
Request personal assistance
Play the help menu
Everyone
Everyone
Chairperson
Start and stop recording
Adjust the participant’s broadcasting and listening volume Everyone
Change the participant’s status to Chairperson
Lock or unlock a conference to dial in participants
Request assistance for conference
Everyone
Chairperson
Chairperson
Chairperson
Chairperson
Chairperson
Chairperson
Chairperson
Chairperson
Chairperson
Secure or unsecure a conference
Mute all participants except the requesting participant
Cancel the Mute All mode
Enable or disable the SilenceIT feature
Adjust SilenceIT sensitivity
Change the conference password
Place the conference on-hold and reinstate it
Mute “Meet Me” participants upon their connection to the Chairperson
conference
Manage Question-and-Answer sessions
Enable or disable the Roll Call feature
Request a Roll Call
Chairperson
Chairperson
Chairperson
Chairperson
Chairperson
Chairperson
Chairperson
Stop the Roll Call names review
DTMF Enabled Cascading
Invite other participants to join the conference
End the Conference
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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. The
system records the names and plays the recorded names when the participants
enter and leave the conference. During an IVR enabled conference, the
chairperson can request the system to play the names of all connected
participants at the beginning of the conference or at any time during the
conference. The IVR system plays the recorded list of conference attendees,
one after the other, in the order that they entered the conference. The
recordings are played to all the conference participants.
The basic Roll Call contains the following stages:
1. Participants connect to the conference, and are requested to record their
names.
2. Participants record their names. The recording is automatically
terminated after two seconds.
3. The system plays the recorded name to each participant and asks the
participant to press a pre-configured key for confirmation. The
participant may alternatively record the name again.
Playing the Roll Call Confirm Record message to participants is optional. The Roll
Call Confirmation message is not played to the participant when the flag
ROLL_CALL_CONFIRMATION = YES (default), located in the Greet&Guide/IVR
section of the “system.cfg” is set to NO.
4. Once the participants confirm the recording, the system connects them to
the conference and announces their names to the connected participants.
5. During the conference, the chairperson can request a roll call using the
appropriate DTMF code from the endpoint’s input device. When the
system plays back the participant names, all conference participants get
to hear it using the appropriate DTMF codes. The chairperson can end
the Roll Call playback at any time.
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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. However,
when participants enter conferences on hold, their names are not played
to the conference. The chairperson can request a roll call only when the
conference is reinstated and the on hold state is revoked. The list of
played names will then include the participants who connected to the
conference while it was on hold.
•
•
Admittance during a Roll Call
When participants join or leave the conference during an on going Roll
Call, the corresponding announcement is played immediately, thereby
interrupting the on going Roll Call. When the Roll Call is resumed, the
name of the participant who left the conference is skipped (not played).
No Other Participants Indication
When the chairperson asks for a Roll Call and there are no other
participants in the conference at that time, only the chairperson’s name
will be played.
Enabling Roll Call
Roll Call must be enabled or disabled at the conference level by assigning a
Roll Call enabled IVR Service and by enabling it in the Conference
Properties- Settings dialog box. However, if the Roll Call option is not
enabled in the IVR Message Service, it cannot be activated for the
conference.
For more details on enabling Roll Call during a conference and a list of Roll
Call DTMF options, see Chapter 4, “Roll Call”.
Using SilenceIT
The SilenceIT feature (automatic muting of detected noisy lines) is used in
conferences that were assigned an IVR Message Service to control and ensure
the quality of the audio transmission for the conference participants. When
the system detects a noisy line and mutes it, an IVR message is played to
inform the conference participants that one of them was muted due to their
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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.
•
•
•
•
SilenceIT is supported for Audio Only participants in IVR-enabled
Audio and Video conferences.
SilenceIT is not supported when the participant is moved to the Operator
Conference (Attended status).
SilenceIT is not supported in Recording Ports and with DTMF
Forwarding.
SilenceIT is not applicable with Cascading conferences.
Enabling SilenceIT
Enabling the SilenceIT option for an IVR Service is described on page 6-16.
The SilenceIT option is enabled for conferences by assigning a SilenceIT-
enabled IVR Service and by selecting his option in the Conference
Properties - Settings dialog box. However, if the option is not enabled in the
IVR Message Service, it cannot be activated for the conference. If you enable
this option while an IVR Service you selected as the Message Service type is
not SilenceIT-enabled, the conference definition will be rejected.
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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.
•
Music I/O card (optional) - An I/O card attached to the rear of the Audio
module, at the MCU's rear panel. It is used to playback music or recorded
messages from an external device such as a tape or CD player. The music
is played when the conference is placed on hold or while waiting in the
Participants Queue for the Operator’s assistance. This card is optional in
the MGC-50/MGC-100 and is embedded in the MGC-25.
Audio File Conversion
The MGC Manager is shipped with a set of default audio (*.wav and *.acc)
message files in English and Spanish. These files can be used with the default
IVR and Entry Queue Message Services installed with the MCU software, or
to create new services. Conversion of audio files to the format that is
recognized by the Polycom MCU is necessary when you record custom sets
of voice prompts and messages. The audio files must be converted into the
MGC internal format (*.aca) before they are downloaded to the MCU unit for
use in IVR Message Services. Therefore, you should prepare the audio files
before defining the IVR software module properties and IVR and Entry
Queue Message Services.
The Audio conversion tool is described in the MGC Manager Administrator’s
Guide, Chapter 8.
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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. Language settings are defined per service and therefore
are the same for a given conference; that is, all the participants in the same
conference or in the same Entry Queue will hear audio messages and prompts
in the selected language.
The IVR Properties enable you to define the languages that will be used in
any of the IVR Message Services or Entry Queue Services. Several IVR
Messages can use the same language, but only one language may be selected
for an IVR Message Service or an Entry Queue Service.
The IVR Properties function also enables you to select the audio file to be
used for each message type in each language, and to download the messages
to the MCU memory.
The IVR Properties are defined for both IVR Services and Entry Queue
Services.
To define the IVR Properties:
1. Expand the MCU Configuration tree.
2. Right-click the IVR Msg Services icon and the click Properties.
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The IVR Properties dialog box lists the currently defined languages.
3. To add a new language, click the plus
The Custom Language dialog box opens.
button.
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.
To download Audio Message files:
(Optional) You can download the Audio Message files during the
definition of the IVR Message Service or Entry Queue Service. In that
case, you may skip the following steps.
5. In the IVR Properties dialog box, click the Add Message File button.
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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. In the Message Language - Install to list, select the language for which
the audio file will be downloaded to the MCU. The languages list
includes the languages that were defined in the IVR Properties.
7. In the Message Category list, select the category for which the audio file
will be downloaded and then select the message type to be played.
Table 6-2 lists the available Message Categories and Message Types for
each category:
Table 6-2: IVR Properties - Message Types by Message Category
Message
Category
Message Type
Description
Welcome
Message
General Welcome
Message
The first message played when
the participant connects to the
Entry Queue or conference.
Conference Welcome Played when the participant
Message enters the conference.
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Table 6-2: IVR Properties - Message Types by Message Category
Message
Category
Message Type
Description
Conference
Password
Request Password
Requests the participant to enter
the password required to
connect to the conference.
Retry Password
Request Digit
Requests the participant to enter
the password again when an
incorrect password is entered.
Requests the participant to enter
a digit to connect to the
conference. This message is
played to dial-out participants
when requested to enter a digit
to confirm connection.
Conference
Chairperson
Chairperson Identifier
Request
Requests the participant to enter
the chairperson identifier key
required to identify them as the
conference chairperson.
Request Chairperson
Password
When the participant has been
identified as the conference
chairperson, requests the
participant to enter the
chairperson password.
Chairperson
Password Failure
Message
When the participant enters an
incorrect chairperson password,
requests the participant to type it
again.
General
Operator
Assistance
Download files that are played during an On Going
Conference when performing various operations, such as
when locking or unlocking the conference. These
operation are defined in the IVR Service - General dialog
box.
Operator
Assistance
Operator Assistance
Indication Message
The message is played when the
participant is waiting for the
operator’s assistance.
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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.
Return to Conference
Muted
A message indicating which
DTMF code the participant must
enter to return to the conference
muted.
Un-mute Reminder
A message indicating which
DTMF code the participant must
enter to unmute his/her line after
returning to the conference
muted.
Unmute and Return to A message indicating which
Conference
DTMF code the participant must
enter to return to the conference
unmuted.
Adjust SilenceIT
Sensitivity and
Unmute
A message indicating which
DTMF code the participant must
enter to adjust the sensitivity of
the SilenceIT algorithm and
return to the conference
unmuted.
Disable SilenceIT and A message indicating which
Unmute
DTMF code the participant must
enter to disable the SilenceIT
option and return to the
conference unmuted.
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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. If required, click Download File to download the appropriate audio file
to the Polycom MCU memory.
The Install File dialog box opens.
9. Click the Browse button to select the audio file (*.aca) to download.
The Select Source File dialog box opens.
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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. Repeat steps 3 to 8 for each additional language to be added
to the MCU.
13. Once all the audio files are downloaded to the MCU, close the Add
Message File dialog box and return to the IVR Properties dialog box.
14. In the IVR Properties dialog box, click OK.
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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.
For example, a special IVR Message Service can be set for each supported
language or for different conference behaviors. Different messages can be
created for weekdays and holidays, or special announcements.
You can define up to 30 IVR Services for a single MCU.
Defining a New IVR Message Service
Before you define a new IVR Message Service, ensure that the required audio
and video files are prepared and converted into.aca format files; otherwise you will
not be able to list or select them during the definition process.
To define a new IVR Message Service:
1. Expand the MCU Configuration tree.
2. Right-click the IVR Msg Services icon and then click New IVR Service.
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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.
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Table 6-3: IVR Service Properties - Global (Continued)
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. The participant’s
right to join the conference will not be verified with
the external database application.
•
Upon Request – to verify the chairperson
password with an external database application
only when the participant enters the chairperson
identifier key (pound or star). All other participants
are connected to the conference as standard,
undefined participants.
•
Always – Any participant’s request to join the
conference will be validated using the external
database application.
Number of User
Input Retries
Enter the number of times the participant will be able to
respond to each menu prompt before being
disconnected from the IVR system or being moved to
queue for the operator’s assistance.
The default value is 3. You can define up to 5 retries.
Timeout for User Enter the time in seconds that the system waits for
Input
input from the participant. If that time elapses without
participant input, the system registers an input error.
DTMF Delimiter
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 (*).
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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.
• When the IVR Service is used in conjunction with an Entry Queue Service
and the conference is set to Entry Queue Access (forcing participants to go
through both queues when connecting to the conference), the participant
hears the Welcome message twice (once in the Entry Queue and again in
the IVR queue). To avoid hearing the welcome message twice, create an
empty welcome message that is two seconds long for the IVR Service.
When the participant enters the conference, two seconds of silence will play
before the Entry Queue's welcome message.
• If no file was downloaded for a Message type, click Add Message File to
download the appropriate audio file to the MGC unit’s memory. For more
details, see page 6-9, Defining IVR Software Module Properties, steps 5-8.
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If you have enabled the Welcome Message option, select the following
options and files:
Table 6-4: IVR Service Properties - Welcome Message
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.
The list includes all the audio files that were
downloaded to the MGC unit’s memory for this
Message type. The file can also be downloaded
now.
Conference
Select this option to enable a conference-specific
Welcome Message message. When cleared, no message is played when
the participant enters the conference.
If you have enabled the conference-specific
message, select the message the participant will hear
when connecting to the conference. The list includes
all the audio files that were downloaded to the MGC
unit’s memory for this Message type. The file can also
be downloaded now.
On Hold for
Operator
Assistance
Select this option, to automatically place participants
on hold when connecting to the conference, and wait
for the operator to move them to the destination
conference. While on hold, participants hear
background music (if this feature is enabled).
Selecting this option results in the Attended
conferencing. For a detailed description, see
Chapter 7, “Attended Conferencing”.
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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. Select the appropriate audio files and options:
Table 6-5: IVR Service Properties - Conference Chairperson
Field/Option
Description
Chairperson Identifier
Request
Select the message requesting the participants to
enter the key that identifies them as the
conference chairperson.
Request Chairperson
Password
Select the message that prompts the participant
for the chairperson password.
ChairpersonPassword Select the message requesting the participant to
Failure Message
type that password again when the participant
failed to enter the chairperson password correctly.
Chairperson Identifier
Key
Enter the key to be used for identifying the
participant as a chairperson.
Possible keys are: pound key (#) or star (*).
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Table 6-5: IVR Service Properties - Conference Chairperson (Continued)
Field/Option
Description
Use Chairperson
Password as
Select this option to enable the caller to join to the
conference as the chairperson, using only the
Conference Password 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.
You can change the status of any participant to
using the appropriate DTMF code and password.
Billing Code
Select this option to enable the chairperson to
enter a code for billing purposes.
If no file was downloaded for a Message Type, click Add Message File to
download the audio file to the MGC unit’s memory.
For more details, see Defining IVR Software Module Properties, page 6-10, steps
5-8.
9. Click Next.
The Conference Password dialog box opens.
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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.
When the system connects dial-out participants to the conference, in
many cases there is no need for the password (dial-out participants are
predefined in the system), but they may need to press a key to confirm
presence, to be able to join the conference.
IVR Message Services may be configured for password request
according to the required system behavior. There are three types of
password options for dial-in and dial-out participants.
11. Select the required system behavior as follows:
—
Request password - The system requests the participant to enter the
conference password, and after the correct conference password is
provided, moves the participant to the conference.
—
Request digit /identifier - The system requests the participant to
press a random key, and after any key is pressed, moves the
participant to the conference. This option prevents an answering
machine or voice mail from entering the conference.
—
None - The participant is moved to the conference without being
asked to enter a password or press a key.
12. If you have enabled the conference password request and you have
defined the system behavior for dial-in and dial-out participants, select
the various audio messages that will be played in each case.
The following audio file messages are available:
Table 6-6: IVR Service Properties - Conference Password
Field/Option
Description
Request
Password
Select the message that prompts the participant for
the conference password.
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Table 6-6: IVR Service Properties - Conference Password
Field/Option
Description
Retry Password
Select the message that requests the participant 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.
To see the procedure, see Defining IVR Software Module Properties, page 6-10,
steps 5-8.
13. Click Next.
The General dialog box opens.
This dialog box lists additional audio messages and prompts that may be
played while joining the conference or during the On Going Conference.
14. In the Name column, select the required message type and then select the
message (audio) file to be played when the operation is performed or
when the selected event occurs.
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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
Added to Q&A
Requests the participant to enter a code for billing
purposes.
Confirms that the participant was added to the Q&A
queue and has to wait for their turn to speak.
Removed from
Q&A
Played to the participant that was removed from the
Q&A queue.
Next Q&A
Questioner
Indicates to the participant who is next in the Q&A
queue to prepare to ask a question.
Secure ON
Played to the conference when the chairperson
secured the conference so it cannot be entered by
additional participants or by operator. In this mode, the
operator cannot monitor the participants and can only
terminate the conference.
Note: Conferences are secured and unsecured by the
chairperson via DTMF commands.
Secure OFF
Played to the conference when the chairperson
cancelled the secured mode and the conference
returned to its normal state.
Requires
Chairperson
Played to inform participants that the conference will not
start until the chairperson joins the conference.
Note: This message is played only when the “Start
Confy. Requires Chairperson” option is selected in the
Conference Properties - Settings dialog box.
First to Join the
Conf.
Played to the participant who is first to join the
conference, to clarify the silence.
Conference
Locked
Played to dial-in participants when they try to connect to
a locked conference.
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Table 6-7: IVR Service Properties - General Messages (Continued)
Message Type
Message Description
Mute All ON
Mute All OFF
Played to the conference to inform all participants that
they are all muted, except the conference speaker.
Played to the conference to inform all participants that
they are unmuted and that the Mute All Except Me
mode was cancelled.
Chairperson Exit Played to the conference when the chairperson exits
the conference and the conference is automatically
terminated.
Note: This message is played only when the Terminate
After Chairperson exits option is selected in the
Conference Properties - Settings dialog box.
End Time Alert
Played to warn participants that the conference is about
to end and cannot be extended.
Change
Passwords
Menu
Voice menu played when the participant requests to
change the conference or chairperson password,
detailing the steps required to complete this operation
Change Conf
Password
This prompt requests the participant to enter a new
conference password when the participant is attempting
to modify the conference password.
Change
Chairperson
Password
This prompt requests the participant to enter a new
chairperson password when the participant is
attempting to modify the chairperson password.
Confirm
Password
Change
Requests the participant re-enter the new password.
Change
Password
Failure
A message played when the participant entered an
invalid password, usually when the password is already
in use by another conference or chairperson.
Self Mute
A confirmation message that is played when the
participants request to mute their own line.
Self UnMute
A confirmation message that is played when the
participants request to unmute their own line.
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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. To overcome this
limitation, two audio files can be played one after
another as a single menu. Grouping of two audio files
into one help menu can be done for the chairperson
help menu as well as for the participant help menu.
If you configure two help menu messages, they will be
heard in sequence as one menu.
Chairperson Help Menu 1 is the first file that will be
played.
The help menus are usually recorded by the
conferencing service provider as voice massages and
are configured as any other voice message in the
system.
Note: If you intend to modify the default DTMF codes,
the default voice message files for the help menus that
are shipped with the system will have to be replaced
with new recordings that list the new DTMF codes.
Chairperson
Help Menu 2
The audio file containing additional DTMF codes that
can be used by the chairperson when two help menu
messages are recorded for the chairperson operation.
This file will be played after the file assigned to the
Chairperson Help Menu 1.
Participant
Menu 1
The audio file listing DTMF codes that can be used by
the participant. The length of a voice message that can
be recorded for a Help file is limited to 30 seconds. To
overcome this limitation, two audio files can be played
one after another as a single menu.
Participant Menu 1 is the first file that will be played.
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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.
Invite Help Menu The audio file listing DTMF codes available to the
participant or the chairperson during the Invite session.
Voting Help
Menu
The audio file listing DTMF codes available to the
participant or the chairperson who controls the voting
session, depending on the configuration in the DTMF
codes dialog box.
Maximum
Participants
Exceeded
A message indicating that the participant cannot join
the destination conference as the maximum allowed
number of participants will be exceeded.
Recording in
Progress
A Message indicating that the ReadiRecorder recording
has started.
has failed to record the conference.
15. To assign the audio file (if one was downloaded) to the message type,
click the appropriate table entry.
The Message Type appears at the bottom of the table and the drop-down
list of message files is enabled.
If the appropriate message was not downloaded, you can download it
now by clicking Add Message File. For more information, see Defining
IVR Software Module Properties, page 6-9, steps 5-8.
16. Click Next.
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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. .
Table 6-8: IVR Service Properties - Operator Assistance
Field/Option
Description
Operator
Assistance
Indication
Message
If the Operator Assistance option is enabled, select the
appropriate audio file to be played to the participant in
the following instances:
•
•
The participant requested help
The participant failed to enter the correct conference
entry password and the “Enable Operator
assistance on Password Failure” option is selected
in this dialog box
•
The “On Hold for Operator Assistance option is
selected in the IVR - Welcome Message dialog box.
Disconnection
Message
If the Operator Assistance option is disabled, select the
appropriate audio file to be played when the participant
fails to enter the correct conference password and is
disconnected from the conference.
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Table 6-8: IVR Service Properties - Operator Assistance (Continued)
Field/Option Description
Enable Operator Select this check box to allow the operator to assist the
Assistance on
Password
Failure
participant once the participant has failed to enter the
correct conference password in all the allowed attempts.
When this check box is cleared, the participant will be
disconnected from the conference when failing to enter
the correct conference password after hearing the
disconnection message.
If no file was downloaded for a Message Type, click Add Message File to
download the appropriate audio file to the MGC unit’s memory, see page 6-9,
Defining IVR Software Module Properties, steps 5-8.
19. Click Next.
The Roll Call dialog box opens.
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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.
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 memory.
If the Roll Call option is enabled, all its Message Types must be assigned the
appropriate audio files.
22. From the drop-down list, select the appropriate audio file.
Table 6-9: IVR Service Properties - Roll Call Messages
Roll Call
Description
Message
Roll Call Record Requests the participant to state the name for recording
when the participant connects to the conference.
Note: The recording is automatically terminated after
two seconds.
Roll Call Verify
Record
Verification message added to the playback of the
recorded name: “The name you have recorded is …”
Roll Call Confirm Prompts the participant to confirm the recorded name or
Record
to record the name again.
Note: This message is optional and is not played to the
participant when the appropriate flag in the “system.cfg”
is set to NO.
Roll Call Enter to A voice message added to the playback of the recorded
Conference
name stating that the participant has joined the
conference: “has joined the conference”.
Roll Call Exit
A voice message added to the playback of the recorded
from Conference name stating that the participant has left the conference:
“…has left the conference”.
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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.
SilenceIT is used to automatically mute participant lines that were
detected as noisy.
24. Select Enable SilenceIT to enable this feature.
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25. Select the SilenceIT options and voice messages.
lThe following table summarizes the SilenceIT options:
Table 6-10: IVR Service Properties - SilenceIT Messages
SilenceIT
Description
Message
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. The default voice
message is: “Your line has been muted due to a
noisy line. For list of available options, press 9.”
Note: This message is mandatory.
Unmute and Return Select the message that indicates which DTMF code
to Conference
participants should enter to return to the conference
unmuted. The default voice message is: “Press 1 to
unmute and return to the conference.”
Note: This message is mandatory.
Return to the
(Optional) Select this check box to enable the option
Conference Muted to return to the conference muted. Then select the
message indicating the DTMF code to use.
The default voice message is: “Press 2 to return to
the conference muted.”
Unmute Reminder
Select the message that indicates which DTMF code
to enter to unmute the participant’s line once they
return to the conference muted. This message is
played once, as a reminder when the participant has
selected to return to the conference muted.
The default voice message is: “Press #, 6 at any time
to unmute your line.”
Note: This message is enabled when the Return to
the Conference Muted check box is selected.
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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.
The default voice message is: “Press 3 to reduce the
noise detection level and return to the conference.”
Disable SilenceIT
and Unmute
Select this check box to enable the option to disable
the SilenceIT algorithm and return tot he conference
unmuted. Then select the message indicating the
DTMF code to use.
The default voice message is: “Press 4 to disable
noise detection and return to the conference.”
Participant’s Line
Detected as Noisy
Select this check box to enable the system to inform
all participants that the line of participant X has been
detected as noisy and has been muted, and then
select the appropriate message.
The default voice message is: "...(participant’s name)
has been automatically muted due to a noisy line.”
option on the Roll Call tab is enabled in the same IVR
Message Service.
If no file was downloaded for a Message Type, click Add Message File to
download the appropriate audio file to the MGC unit’s memory, see “Defining IVR
Software Module Properties” on page 6-9, steps 5-8.
26. Click Next.
The DTMF Codes dialog box opens. This dialog box lists the default
DTMF codes for the various functions that can be performed during the
audio conference by all participants or by the chairperson.
A combination of digits activates a function, for example, *70 activates
the Lock Conference feature. For each function, you can modify the
DTMF code and the permission.
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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.
In the Permission (right) field, select whether this function may be used
by all conference participants or only the chairperson.
29. Click Finish to complete the IVR Service definition.
The new IVR Message Service is added to the IVR Services list.
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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.
To view or modify the properties of a specific IVR Message Service,
double-click the icon of the service in the list.
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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. List the IVR Services defined in the system. For details, see “Listing IVR
Message Services” on page 6-36.
2. Right-click the icon of the IVR Message Service to set as default, and
then click Set As Default.
The selected IVR Message Service appears in bold (both name and icon)
indicating that it is the current default service.
Default IVR Service
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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.
The tabs and options of this dialog box are described in “Defining a New
IVR Message Service” on page 6-16.
3. Modify the required parameters or download the required audio file.
4. Click OK to apply the settings.
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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.
The selected IVR Service and its features and options cannot be modified or
disabled during the On Going Conference.
To assign an IVR Service to an Audio Only conference:
When defining a new Audio Only conference in the Setting tab:
1. In the General Settings pane, click the Enable IVR Service check box.
2. From the Message Service Name list, select the name of the IVR Service
or leave this field blank if you wish to use a default IVR Service.
The selected IVR Service (all its properties including Roll Call and
SilenceIT, if those are enabled) will be applied to this On Going
Conference or Reservation.
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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. Right-click the IVR Services icon, and then click New Entry Queue
Service.
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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
Type the name of the Entry Queue Message Service.
Service Name
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.
External Server
Select Conference NID to verify the conference
Numeric ID with an external database application.
Select None to disable the external database
validation process.
Number of User
Input Retries
Enter the number of times the user is able to respond
to each menu prompt before the participant is
disconnected from the IVR system or waits for the
Operator’s assistance.
Timeout for User
Input
Enter the duration in seconds that the system waits for
input from the participant before it is considered as an
input error.
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Chapter 6 - IVR and Entry Queue Services
Table 6-11: Entry Queue Service - Global Parameters (Continued)
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 (*).
4. Click Next.
The Welcome Message dialog box opens. This dialog box contains a
limited set of options that are identical to those defined in the IVR -
Welcome Message dialog box.
If the Entry Queue Service is used in conjunction with an IVR Service and the
conference is set to Entry Queue Access, forcing participants to go through both
queues when connecting to the conference, will require the participant to hear the
Welcome message twice (once in the Entry Queue and the second time in the
IVR queue). To avoid hearing the welcome message twice, create an empty
welcome message that is two seconds long for the IVR Service. When the
participant enters the conference, two seconds of silence will play before the
Entry Queue's welcome message.
5. Select Enable Welcome Messages to enable a welcome message when
the participant connects to the conference.
If the Enable Welcome Messages option is disabled, the Welcome
message is skipped and the participant will hear the next prompt in the
Entry Queue menu.
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6. Define the following parameters:
Table 6-12: IVR Properties - Welcome Message
Field/Option
Description
Message – to be played when the participant first
General Welcome
Message
•
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.
Add Message File – If you have not downloaded the
audio files prior to the definition of the Entry Queue
Service, click the button to download the audio file
now.
On Hold for
Operator
Assistance
When you select this option, participants are
automatically placed the on hold when connecting,
and wait for the operator to move them to the
Note: Selecting this option results in the Attended
status, where the operator’s assistance is necessary
to connect participants to conferences.
Adding messages to the Entry Queue Service is similar to adding
messages to the IVR Service. For more information about adding
new messages to the Entry Queue Service, see Defining IVR
Software Module Properties, page 6-10, steps 5-8.
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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.
The following messages and prompts may be played to request the
conference Numeric ID/Password:
If the files were not downloaded prior to the definition of the Entry Queue Service,
or if you want to add new audio files, click Add Message File to download the
appropriate audio file to the MGC unit’s memory. Adding messages to the Entry
Queue Service is similar to adding messages to the IVR Service. For more
information about adding new messages to the Entry Queue Service, see
page 6-9, Defining IVR Software Module Properties, steps 5-8.
Table 6-13: Entry Queue Properties - Conference ID
Field/Option
Description
Request
Conference Id/
Password
Select the audio file that prompts the participant for
the conference Numeric ID or the conference
password, depending on the MCU configuration.
The Numeric ID or password is used to route the
participant to the target conference.
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Table 6-13: Entry Queue Properties - Conference ID (Continued)
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.
9. Click Next.
The Operator Assistance dialog box opens.
10. Select Enable Operator Assistance to enable operator assistance when
the participant waits in the IVR queue and during the conference.
11. Select the messages to be played when the participant requests or is
waiting for operator’s assistance, or when the participant fails to enter the
correct conference password:
If the files were not downloaded prior to the definition of the Entry Queue Service,
or if you want to add new audio files, click Add Message File to download the
appropriate audio file to the MGC unit’s memory. Adding messages to the Entry
Queue Service is similar to adding messages to the IVR Service. For more
information about adding new messages to the Entry Queue Service, see
page 6-9, Defining IVR Software Module Properties, steps 5-8.
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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.
The participant entered an incorrect conference
password.
•
The On Hold for Operator Assistance option is
selected in the IVR - Welcome Message dialog box.
Disconnection
Message
If the Enable Operator Assistance on Password Failure
option is disabled, select the audio file to be played
when the participant enters an incorrect password and
is to be disconnected from the conference.
12. Select the Enable Operator Assistance on Failure check box to enable
operator assistance when the participant fails to correctly access the
conference. When this option is cleared, a participant who failed all
password attempts will be automatically disconnected from the
conference, after hearing the disconnection message.
13. Click Finish to complete the Entry Queue Service definition.
The new Entry Queue Service is added to the IVR Message Services list.
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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.
To assign the Entry Queue Service to an Audio only conference:
•
In the Entry Queue Properties dialog box, in the Entry Queue Message
Service list, select the required Entry Queue Service, or leave this box
empty to use the default Entry Queue (if one is defined).
You can set either an IVR Service or an Entry Queue Service as the default IVR
Message Service, but not both. If an IVR Service is selected as default, you must
assign an Entry Queue Service here.
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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. In the second
stage, the participant is prompted for the conference password and the
chairperson password. The participant can also be prompted for additional
information.
To minimize the number of voice prompts to which the caller has to respond
before connecting to the conference, it is recommended to exclude from the
IVR Service prompts that are part of the Entry Queue Service, such as the
general Welcome message.
To enable the touch-tone commands from the participant’s telephone during an
On Going Conference, an IVR Service must be assigned to the conference.
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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. The number of
messages that can be downloaded to the Audio+ card for each of these
groups, is listed in Table 6-15.
Table 6-15: Max. Number of Messages by Duration Category Group
Duration Category Group
Max. Number of Voice Messages in Group
2-second duration
4-second duration
8-second duration
16-second duration
32-second duration
360
438
172
24
36
You can check the number of audio files that are currently stored on the
Audio+ card and the status of the downloading process (if you check the
status during the download process).
To view the status of the audio messages:
1. Expand the MCU tree, and then expand the MCU Configuration tree.
2. Right-click the IVR Services icon, and then click Messages Status.
The IVR Messages Status dialog box opens, listing the IVR messages
audio files that are currently stored on the Audio+ card, sorted according
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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
be stored on the Audio+ card, as configured in the “system.cfg” file.
—
The number of audio files in each duration category that are
currently stored on the Audio+ card.
3. Click Close to exit the dialog box.
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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. Right-click the icon of the IVR Message Service whose DTMF codes to
print, and then click Print IVR Data.
The Print dialog box opens.
3. In the Name Of Operator field, enter the name of the operator who
initiated the report (optional).
4. From the Report To options, select the destination to which the codes
data is to be sent:
—
—
—
File - To save the list of DTMF codes to a text file
Printer - To print the list of DTMF codes to the default printer
Clipboard - To copy the list of DTMF codes to the clipboard for use
by other applications
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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. I, Chapter 6, “Using DTMF Codes during a Conference”.
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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
CONFPASS.ACA
Conference
password request
“Please enter the conference
password. Press the pound key
when complete.”
Conference
password failure
“Invalid conference password.
Please try again.”
CONFRTRY.ACA
GOODBYE.ACA
OPERHELP.ACA
Disconnection Msg “You are now being disconnected
from the conference. Goodbye.”
Operator
Assistance
“Please wait. The conference
operator will assist you
momentarily.”
NID: Conference
ID Request
“Please enter your conference ID.
Press the pound key when
complete.”
CNFIDRQS.ACA
NID: Conference
“Invalid conference ID. Please try
CNFIDFL.ACA
ID failure indication again.”
Leader:
“For conference chairperson
ENTRYOPT.ACA
Chairperson
identifier request
services, press the pound key. All
other participants please wait...”
Leader:
Chairperson
password request
“Please enter the conference
chairperson password. Press the
pound key when complete.”
LEDRPASS.ACA
LEDRRTRY.ACA
Leader:
Chairperson
password failure
“Invalid chairperson password.
Please try again.”
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Chapter 6 - IVR and Entry Queue Services
Table 6-16: Default IVR Messages (Continued)
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
ANYKEY.ACA
SECURED.ACA
Press any key
“Press any key to enter the
conference.”
General:
“The conference is now secured.”
Conference
Secured
General:
Conference Un-
secured
“The conference is now in an
unsecured mode.”
UNSECURE.ACA
General: Wait for
chairperson
“Please wait for the chairperson to
join or start the conference.”
LDRWAIT.ACA
FIRST.ACA
General: First to
join
“You are the first person to join the
conference.”
General: Indication
of a “Mute all but
me” operation
“All conference participants are now
muted.”
ALLMUTE.ACA
General: Indication
of a “Un Mute all
but me” operation
“All conference participants are now
unmuted.”
ALLUNMTE.ACA
CHAIRDRP.ACA
ENDALERT.ACA
General
Chairperson
dropped
“The chairperson has left the
conference.”
General: End time
alert
“The conference is about to end.”
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Table 6-16: Default IVR Messages (Continued)
Message Type
Message Text
File Name
General: Change
password menu
“Press 1 to change conference
password.
PINCHANG.ACA
Press 2 to change chairperson
password.
Press 9 to exit the menu.”
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. Press the pound key (#)
when complete.”
NEWCHAIR.ACA
NEWCNFRM.ACA
General: Re-enter
new chairperson
password
“Please re-enter the new password.
Press the pound key (#) when
complete.”
General: New
password invalid
“The new password is invalid.”
NEWINVLD.ACA
NEWOK.ACA
General:
Successful
“The password has been
successfully changed.”
password change
confirmation
General:
Conference locked
“The conference is now locked.”
“The conference is now unlocked.”
LOCKED.ACA
General:
UNLOCKED.ACA
Conference
unlocked
General:
“The conference you are trying to
join is locked.”
CUFLOCKD.ACA
BILLING.ACA
Destination
conference is
locked
General: Billing
code request
(during on going
conference)
“Please enter the Billing code.
Press the pound key (#) when
complete.”
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Chapter 6 - IVR and Entry Queue Services
Table 6-16: Default IVR Messages (Continued)
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
CNFFULL.ACA
General: Max.
number of Conf.
participants
“The conference is full. You cannot
join at this time.”
exceeded
General: "Add me
to Q&A queue"
confirmation
“Please wait and you will be
prompted to ask your question.”
QAADD.ACA
QAREM.ACA
General: "Remove
me from Q&A
queue"
“You have been removed from the
Question and Answer queue.”
confirmation
General: "Next
participant in Q&A
queue"
“It is now your turn to speak - please
ask your question.”
QAASK.ACA
announcement
(Grant permission
to ask)
General:
Recording
indication
“The conference is being recorded.” RCRDCONF.ACA
General:
Recording failure
indication
“The conference recording has
failed.”
RCRDFAIL.ACA
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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.
*
•
•
To unmute your line, press
pound (#), 6.
General: Chairper-
son Help menu2
(continuation)
LDRHP2.ACA
To lock the conference to dial-in
participants, press star ( ), 7.
*
•
•
To unlock the conference, press
pound (#), 7.
To increase your volume, press
star ( ), 9.
*
•
•
To decrease your volume, press
pound (#), 9.
To mute all participants except
yourself, press star ( ), 5.”
*
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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.
To ask a question, press star
( ), 2, 2.
*
•
To cancel your question, press
pound (#), 2, 2.”
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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.
*
To disconnect the invitee and
invite another participant, press
star( ), 2.
*
To admit an invitee to the
conference and return to the
conference, press star( ), 3.
*
To disconnect the invitee and
return to the conference, press
star( ), 4.“
*
General: Voting
Help menu
“The available touch-tone keypad
actions are as follows:
VOTEHLP.ACA
•
•
To exit this menu press any key.
To vote, press star( )r, 8, 1.
*
•
•
•
To end the voting session and
get the results, press pound (#),
8, 1.
To start a new voting session,
press star( ), 8, 2.
*
To cancel the voting session,
press pound (#), 8, 2.”
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Chapter 6 - IVR and Entry Queue Services
Table 6-16: Default IVR Messages (Continued)
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.”
RERECRD.ACA
JOINED.ACA
LEFT.ACA
Roll Call:
Participant’s entry
prompt
“...has joined the conference.”
Roll Call:
“...has left the conference.”
Participant’s exit
prompt
Roll Call:
“The conference participants are...”
ROLLCALL.ACA
Introduction to the
participant’s list
prompt
Roll Call: End of
Roll Call list.
“This is the end of the participants
list”
LISTEND.ACA
SLNRDRT.ACA
SilenceIT: Adjust
SilenceIT
sensitivity and
unmute
“To reduce the noise detection level
and return to the conference, press
3.”
SilenceIT:
“To disable noise detection and
return to the conference, press 4.”
SLNDNDRT.ACA
SLNMUTE.ACA
Disable SilenceIT
and unmute
SilenceIT:
“Your line is muted due to a noisy
line. For available options, press 9.”
SilenceIT menu
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Table 6-16: Default IVR Messages (Continued)
Message Type
Message Text
File Name
SilenceIT:
“To return to the conference muted,
SLNRTMUT.ACA
press 2.”
Return to the
conference muted
SilenceIT:
“To unmute and return to the
conference, press 1.”
SLNUNMTR.ACA
SLNUNMUT.ACA
Unmute and return
to the conference
SilenceIT:
“To unmute your line at any time,
press pound (#), 6.”
Unmute reminder
SilenceIT:
“... line is muted due to a noisy line.” PARTDET.ACA
Participant
detected as noisy
indication to the
conference
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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. Using the
enhanced tools for attending participants, conferences, the operator or
coordinator makes sure all invited participants are on hand, then sees to it that
the conference proceeds according to plan. Usually, the operator initiates the
call to connect participants and greets the participants when connected.
In Attended conferences, the operator can assist participants by greeting and
guiding them to the appropriate conference, or by helping them join the
conference if they have failed to enter the required information (password).
When dial-in participants connect to an Entry Queue or IVR-enabled
conference they initially hear a welcome message. If the Entry Queue or IVR-
enabled conference is set to attended mode (the Entry Queue Service or the
IVR Service is configured to “Wait for Operator Assistance”), they are then
moved to the Participants Queue where they must wait for an operator to
attend to them.
The participants can be in one of the following stages: Greeting (Welcome),
Attended, On Hold, and Conferencing. The operator controls the participants’
connections to the conference moving them from one stage to another.
Special icons are used to indicate the participant status in an attended
conference.
Greeting - In the Greeting stage, participants connect to the Entry Queue or
directly to an IVR-enabled conference. They hear a Welcome message and are
then moved to the Participants Queue where they wait for the operator to
connect them to the conference.
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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. For more details see “Managing Attended Participants from the
Browser, Status and Monitor Panes” on page 7-34.
On Hold - In the On Hold stage, participants wait in the Participant’s Queue
where they hear background music, view the same Welcome video slide, and
wait for the operator’s assistance. Participants are also placed on hold and
moved to the Participant’s Queue when they enter the wrong conference
Numeric ID (while in the Entry Queue) or the wrong password. This option
conference must be running on the MCU.
Conferencing - In the Conferencing stage, the participant is already
connected to the On Going Conference. During the conference, operator
assistance can be requested via DTMF codes, but only if it is already
configured in the IVR Service assigned to the conference. For information
about configuring IVR Services, refer to see Chapter 6, “Setting IVR
Message Services” on page 6-16.
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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.
An Operator conference is required to manage the connection to attended
conferences.
An Operator conference can have up to two participants only: the operator
and a participant. The operator can move a participant from the Entry Queue,
conference IVR Queue, Participants Queue, or On Going Conference to a
private, one-on-one conversation in the Operator conference by selecting or
clearing the “On-hold for Operator Assistance” option in the Entry Queues
Service assigned to the entry queue. If the conference is accessed from the
Entry Queue, the connection to the conference is set to attended mode.
To run attended conferences the following entries must be set:
Table 7-1: Attended Conference Entities
Entity
Description
An ongoing
Operator
conference
An Operator conference is a side conference that enables
the operator to assist participants without disturbing the On
Going Conferences and without being heard by other
conference participants. It can have up to two participants
only - the operator and the participant. It must be running
before the attended conference is set up.
The Operator Conference is required when:
•
The operator needs to talk to the participant to obtain
the participant’s personal information, such as name,
email address, etc.
•
•
To manage the participants waiting in the participants
Queue.
When the participant has requested help and the
operator wants to talk to him/her.
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Chapter 7 - Attended Conferencing
Table 7-1: Attended Conference Entities (Continued)
Entity Description
IVR Service set to The IVR Service assigned to the conference must be set to
Wait for operator On Hold for Operator Assistance in the Welcome Message
assistance
dialog box. In this mode, when the participants connect to
the conference, they are automatically moved to the
Participants Queue.
EQ service set for The Entry Queue Service assigned to the attended Entry
Wait for operator Queue must be set to On Hold for Operator Assistance
assistance
option in the Welcome Message dialog box. In this mode,
when the participants connect to the Entry Queue, they are
automatically moved to the Participants Queue where they
wait for the operator to connect them to the conference.
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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.
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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.
The Conference Properties – Settings dialog box opens.
In an Operator conference, all fields not relevant to the Operator conference
such as IVR Service are disabled.
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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.
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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.
The Operator icon
is used to identify the operator participating in an
Operator conference.
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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.
The Attended Mode is set for a conference only when dial-in participants connect
to it directly.
Setting the Entry Queue to Attended Mode
To set the Entry Queue to Attended Mode you define an Entry Queue Service
in which the “On-hold for Operator Assistance” option is selected in the
Welcome dialog box.
For a detailed description of the Entry Queue Service definition see
Chapter 6, “Defining a New Entry Queue Message Service”.
This Entry Queue Service must be assigned to the Entry Queue which will be
used for attended dial-in connections to conferences.
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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.
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Participants Queue Management
The Participants Queue window lists all the participants waiting for the
operator’s assistance. Participants are automatically added to the Participants
Queue in the following circumstances:
•
•
The IVR/Entry Queue Service is set to attended mode (On-hold for
Operator assistance) and the operator is required to connect the
participant to the conference
The participant fails to connect to the conference by entering the wrong
conference Numeric ID or conference password and waits for the
operator’s assistance
•
•
The participant requests Operator’s Assistance during the On Going
Conference
The participant is placed on hold
The Participants Queue provides robust tools for the operator to manage
participants waiting for assistance. The Participants Queue is organized in one
list. Participants waiting in the Participants Queue can be listed in the Status
pane, or in a separate window. This enables you to list the On Going
Conferences in the Status pane while assisting the participants waiting in the
Participants Queue.
The Participants Queue management options are available only if an Operator
conference is active and running on the MCU.
The main working tool is the Attended Participant dialog box that opens
when a participant is being attended by the operator. This dialog box enables
the operator to enter the participant name, general information, indicate the
participant status (VIP yes/no), change the listening or broadcasting volume
and move the participant to the destination conference (Home conference).
The Attended Participant dialog box also provides tools to easily search filter
the list of On Going Conferences for the appropriate destination conference,
create a new On Going Conference, start an existing Meeting Room, and
place a participant on hold. When moving the participant to the destination
conference, the next participant waiting in the Participants Queue can be
automatically moved to the Operator conference (to the Attended stage)
speeding up the operator’s work.
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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). To bring the window on top, select the Participants Queue
window in the window menu.
To display the Participants Queue window:
•
•
On the Main toolbar, click the Participants Queue Window icon
In the Browser pane, double click the Participants Queue icon
The Participants Queue window opens.
.
The following participant parameters are displayed in the Participants
Queue window:
Table 7-2: Participants Window Columns
Column
Description
Name
The participant’s name and an icon indicating the
participant status. Possible statuses are On Hold,
Attended, or Wait. For more information about participant
statuses, see Chapter 3, “Additional Participant Statuses”
State
The reason the participant is moved to the Participants
Queue, and the connection status.
Queue Access
Time
The date and time the participant has entered the
Participants Queue.
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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.
Operator
The login name of the operator who is assisting the
participant. This information is useful when there are
several operators logged into the same MCU from different
computers.
Called Number
VIP
The number the participant has dialed. Usually identifies
the dial-in number assigned to the Entry Queue or Meeting
Room.
Indicates whether the participant status is defined as VIP.
The Participants Queue window can be moved to any position on screen
and you can configure its size as you can do with the MGC Manager
Main Window and the Templates window.
The new placement of the window at the time you close the MGC Manager
application is saved for the next time you start MGC Manager - it is displayed in
the same location.
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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
Attend Participant
Description
Moves the participant to the Operator
conference for operator’s assistance.
Place Participant on Places the attended participant on Hold.
Hold
The participant hears an IVR message while on
hold.
Move to Home
Conference
Moves the participant to the Home (destination)
conference.
Participant Queue Filter Toolbar
The Participant Queue Filter toolbar options enable displaying the list of
participants who are waiting to be connected to the conference, according to
selected criteria.
Table 7-4: Participant Queue Filter Toolbar Buttons
Button
Function
Description
Participant
Lists the Participant Queue filters
Queue Filter List currently defined in the system.
Participant
Queue Filter
Opens the Participants Queue Filter
dialog box where you define a new
Participants Queue Filter.
Delete Filter
Deletes the selected Participant Queue
Filters.
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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.
Filters may be used in two modes: when you are connected to the database
and locally without logging into the database.
When you are connected to the database, filters created and saved in the past
may be used for the current session.
If you are not connected to the database, you can only create a filter to be used
immediately and locally - without being able to save the filter for future use or
add it to the list of filters.
Two types of filters may be defined: Personal Filters and Public Filters.
Personal Filters are created by operators for their personal use.
Public Filters can only be defined by a database user with permission to create
Public filters and who has logged into the database.
For more details about defining permissions to create public filters, see the
MGC Manager User’s Guide, Vol. II, Chapter 6, “Defining Permissions”.
To define Participants Queue filters in the Database:
The default Filter is All - all participants waiting in the Participants Queue
appear in the Participants Queue window. You can create a new filter and
save it for future use.
1. If you are not already logged in, log into the database.
2. In the MGC Manager window, from the Filter toolbar, in the Filter list
select New Filter.
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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.
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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.
Waiting for
Operator
Assistance
Select this check box to display participants who are
waiting for the Operator Assistance because they
failed to enter the correct conference numeric ID,
Conference or Chairperson password, or because
they need to be connected to the conference as the
Entry Queue Service or IVR Service is set to
attended mode.
On Hold
Select this check box to display participants who
have been placed on hold.
Welcome (no wait)
Select this check box to display participants who are
in Welcome (no wait) status. (for Greet and Guide
conferences)
Welcome (wait)
Attended
Select this check box to display participants who are
in Welcome (wait) status. (for Greet and Guide
conferences)
Select this check box to display participants who are
currently being attended.
Dial-In Numbers
Dial-In Numbers
Define the dial-in numbers used by participants to
access Entry Queues, Meeting Rooms, or
conferences. Only participants dialing these
numbers are displayed in the Participants Queue
window.
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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 dial-
in number in the range of numbers to be used for
filtering.
To use one number, enter the same dial-in
number in the First and Last Phone Number
boxes.
4. Click OK.
The dial-in numbers range appears in the
Participants Queue Filter dialog box.
Repeat steps 1-4 to define additional dial-in number
ranges to be filtered.
To remove a range of dial-in numbers, select the
range to remove and click the minus [-] icon.
When no dial-in number ranges are defined in the
filter, dial-in number is not used as a criterion for
displaying a participant in the Participants Queue
window.
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Table 7-5: Participants Queue Filter Options (Continued)
Field/Option
Actions
Description
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].
Note: This option appears only when creating the
filter in the database.
Add to Public
Favorites
This check box appears only if you have the
permission to create/modify Public filters.
Select this check box to save this Filter as a Public
Filter for use by all users. When viewing the list of
Filters in the Filter list in the MGC Manager Toolbar,
Public Filters are labeled
Public: [Filter Name].
Note: This option appears only when creating the
filter in the database.
5. Once the filter is defined, you can preview its selection by clicking the
Preview button.
6. If you want to further modify it, do so or save the filter for future use by
selecting the Add to Favorites option.
7. Click the Preview button to apply the filter to the Participants Queue
before saving it and adding it to the Favorites list.
8. If you are not satisfied with the filtering options, you can modify them
and preview the results before saving the filter.
9. Click OK to save the filter in the Favorites list.
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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.
The Participants Queue window displays only the participants that
match the selected filter.
To modify a filter:
You can modify your personal filters or public filters, if you have the
appropriate permission and you are logged into the database.
1. In the Filters list, select the filter to modify and then click the
Participants Queue Filter button. The Participants Queue Filter dialog
box opens.
2. Select or deselect any of the filter criteria as needed.
3. Click the OK button.
To delete a filter:
You can delete a personal filter or a public filter (if you have the appropriate
permission and you are logged into the database).
1. In the Filters list, select the filter to delete, and then click the Delete
Filter button. A confirmation dialog box opens.
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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. In addition the operator usually needs to enter the
participant’s general parameters such as name, email, billing information, and
more. Once the information is entered and the target conference is identified,
the participant is moved to that conference, and the operator moves the next
participant in line to the Operator conference.
An active Operator conference must run on the same MCU as the Participants
Queue to be able to assist Participants waiting in the Participants Queue.
To move a participant to the Operator conference:
•
In the Participants Queue list (in the Browser pane) or in the
Participants Queue window, double-click the icon of the participant you
want to move to the Operator conference.
The participant is automatically moved to the Operator conference and
the Attended Participant window opens.
Attended participant
parameters
Operator options
Conferences list
Action options
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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.
In the Conferences box, you can list all the On Going Conferences,
Meeting Rooms, and Reservations, depending on the selected listing
criteria and search the list for the required destination conference.
Once the destination conference is located, you can move the participant
to that conference or place the participant on hold.
If the Auto Attend Next Participant check box is selected, the next
participant waiting in the Participants Queue is automatically moved to
the Operator conference when the current attended participant is moved
out of the Operator conference (either to the destination conference,
placed on hold, or disconnected).
The following parameters and functions are displayed in the Attended
Participants dialog box:
Table 7-6: Attended Participant Dialog Box Fields
Field/Option
Description
Attended Participant
Participant Name
If the participant is undefined, the system-assigned
participant name is displayed in this field. Type the
name of the participant, using up to 80 characters.
VIP
Select this check box to change the participant
status to VIP.
Chairperson
Select this check box to designate this participant as
the conference Chairperson.
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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.
The titles of the User Defined fields can be modified
in the Database Manager -> Defaults -> User
Defined Defaults and loaded to the MGC Manager
application. For details of defining the titles see the
MGC Manager User’s Guide, Volume II, Chapter 6
“Defaults”. For a description on how to load the user
defined default titles, see MGC Manager User's
Guide Vol. I, Chapter 3, “Loading the User Defined
Default Set to the MGC Manager Application”.
Broadcasting
Volume
If necessary, adjust the level of sound transmitted by
this participant, heard by the operator (and later by
other participants).
To adjust the volume, move the slider. The volume
scale is from 1 to 10, where 1 is the weakest and 10
the strongest volume. The volume of each
endpoint’s audio at connection time is set to 5. One
movement of the volume slider increases or
decreases the volume by one unit, equivalent to
3db.
Listening Volume
If necessary, adjust the level of sound heard by this
participant.
To adjust the volume, move the slider. The volume
scale is from 1 to 10, where 1 is the weakest and 10
the strongest volume. The volume of each
endpoint’s audio at connection time is set to 5. One
movement of the volume slider increases or
decreases the volume by one unit, equivalent to
3db.
Disconnect
Click this button to disconnect the participant from
the MCU.
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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.
Operator
Broadcasting
Volume
If necessary, adjust the level of sound transmitted by
the operator to this participant.
Listening Volume
If necessary, adjust the level of sound heard by the
operator.
Join
This option enables the operator to join the
conference for a short announcement. To join a
conference, select the conference in the
Conferences list and then click this button.
End Join
Click this button to end the Join operation.
Click this button to mute the operator’s audio.
Mute/Unmute
Audio
Conferences
Search Value
Enter the first letters of a conference name or the
information in one of the User Defined fields to
determine the conferences to be listed according to
the selected Search In criteria.
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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.
•
Ongoing meetings + 12h reservations - the
system searches for the destination conference
in the list of On Going Conferences and
Reservations scheduled to start in the next 12
hours on the connected MCU.
•
•
Ongoing + MRs - the system searches for the
destination conference in the list of On Going
Conferences and Meeting Rooms on the
connected MCU.
All: Ongoing Meetings + 12h + MRs - the
system searches for the destination conference
in the list of On Going Conferences, Meeting
Rooms and Reservations scheduled to start in
the next 12 hours on the connected MCU.
Conferences List
This table displays the search result according to the
Search Value and Search In criteria.
To move the participant to the destination
conference, select the conference from the list and
then click the Move button (or use the displayed
shortcut key).
Note: if the participant’s destination conference is
known, for example when the participant has
requested help, the destination (Home) conference
is automatically listed. Click the To Home Conf
button to move the participant back to his/her
original conference.
New Conference
Click this button to create a new On Going
Conference and move this participant to it.
The Conference Properties - General dialog box
opens, letting you define the conference
parameters.
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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. In the Conferences list, select the Meeting Room
to activate and then click the Start Meeting
Room button.
Actions
Auto Attend Next
Participant
Select this check box to automatically attend to the
next participant in line. When the current attended
participant is moved to his/her destination or Home
conference, the system automatically moves the
next participant in line to the Operator conference.
The sequential order of participants in the queue is
determined by the Next By selection.
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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.
The list may be sorted according to the following
criteria:
•
Time - The amount of time participants have
been waiting in the Participants Queue. This is
the default sorting criteria. When a participant is
placed on hold, his/her time counter is reset.
•
•
Name - The Participants Queue list is sorted by
the participant name.
VIP + Time - Participants identified as VIP are
listed first (and the VIP list is sorted by time). The
remaining (Standard) participants are sorted
according to the amount of time they have been
waiting in the queue.
•
•
Requested Help + Time - Participants that have
requested the operator’s assistance are listed
first (and the list is sorted by time). The
remaining (Standard) participants are sorted
according to the amount of time they have been
waiting in the queue.
VIP + Requested Help + Time - Participants
identified as VIP are listed first (and the VIP list is
sorted by time). Participants that have requested
the operator’s assistance are listed next. The
remaining (Standard) participants are sorted
according to the amount of time they have been
waiting in the queue.
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Chapter 7 - Attended Conferencing
Table 7-6: Attended Participant Dialog Box Fields (Continued)
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.
When cleared, participants placed on hold will not be
automatically moved to the Operator conference for
assistance and you have to manually select them in
the Participants Queue.
To Home Conf. /F3 Click this button to move the participant back to his/
her Home conference when the participant was
moved from the conference to the Participants
Queue for assistance, or was placed on hold during
the On Going conference. In this case the name of
the Home conference is automatically displayed
(and selected) in the conferences list.
Hold /F4
Click this button to place the participant on hold.
When placed on hold, the participant hears
background music and an icon indicating that the
participant is on hold is displayed in the Status
column of the Monitor and Status panes. In addition,
the participant icon in the Participants Queue
window changes to On Hold.
Note: When placing a participant on hold, the
waiting time in the queue is reset to zero.
Move /F5
Next /F6
Click this button to move the participant to the
selected conference in the Conferences list.
This button is disabled when the Auto Attend Next
Participant option is selected.
Click this button to attend the next participant listed
in the Participants Queue sorted according to the
Next By criteria.
Close
Click this button to close the dialog box.
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•
•
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). To
close this window you must first move the participant from the Operator
conference to the destination conference (click the Move or To Home Conf
button) while clearing the Auto Attend Next Participant check box.
Moving the Attended Participant to the Destination Conference
Two options are available to connect the participant to the destination
conference:
•
•
Move
To Home Conf
To connect a participant to his/her destination conference:
•
In the Conferences box of the Attended Participant window, select the
destination conference of the attended participant, and then click the
Move button.
The participant moves to the selected conference.
Alternatively, press the selected shortcut key combination as it appears
on the Move button (the default shortcut key is <F5>) or see Chapter 4,
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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.
When you move the presently attended participant to his/her
Home/destination conference and he/she is the last participant in the
Participants Queue, the following message appears:
•
If the Participants Queue includes only On Hold participants the
following message is displayed:
Click Yes to attend a participant that was placed on hold. Click No to
leave the participant on hold in the Participants Queue.
To move a participant to the Home conference:
This option can be used only when the participant is moved from his/her
original conference to the Participants Queue and you want to move him/her
back to original conference.
In this case the name of the Home Conference is automatically displayed (and
selected) in the Conferences list.
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•
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 <F3>) or see
“Moving a Participant to the Home Conference” on page 7-37 for
additional options.
•
When you move the presently attended participant to his/her
Home conference and he/she is the last participant in the Participants
Queue, the following message appears:
•
If the Participants Queue includes only On Hold participants the
following message is displayed:
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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 <F4>).
When you place a participant on hold who is the last participant in the
Participants Queue, the following message appears:
Click Yes to attend a participant that was placed on hold. Click No to
leave the participant on hold in the Participants Queue.
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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. Attended participants remain
in the operator conference until the operator returns to the operator
conference and moves them or places them on hold.
To end the Join state of the operator:
•
In the Operator box of the Attended Participant window, click the End
Join button.
The operator returns to the Operator conference.
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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 from the following places:
Browser, Status, and Monitor pane, On Going Conference list
•
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•
Browser and Status pane, Participants Queue list
•
Participants Queue window
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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.
The participant is moved to the Operator conference while his/her icon
remains in the conference list and in the Participants Queue list. An
exclamation point appears next to the Participant icon in the Name
column of all panes and in the conference tree.
In addition, the Attended icon
is displayed in the Status column of
the Participants List in the Monitor and Status panes.
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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.
If you click Attend, the participant is moved to the Operator conference
and still appears in the Participants Queue.
If you click Attend with Details, the participant is moved to the
Operator conference and still appears in the Participants Queue. In
addition, the Attended Participant window opens. For more details, see
“The Attended Participants Dialog Box” on page 7-21.
The participant is moved to the Operator conference while his/her icon
remains in the conference list and in the Participants Queue list. An
Exclamation point appears next to the Participant icon in the Name
column of all panes and in the conference tree.
In addition, the Attended icon
is displayed in the Status column of
the Participants Queue in the Monitor and Status panes.
Moving a Participant to the Home Conference
To move participants to their Home conferences from the Operator
conference list:
1. In the Browser, Status, or Monitor panes, display the list of participants
in the Operator conference.
2. Use one of the following options:
a. Using the Move option in the right-click menu:
—
Right-click the icon of the attended participant to be moved to
the Home conference, and then click Move.
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Chapter 7 - Attended Conferencing
A list of conferences appears.
—
Click the name of the Home Conference to which to move the
participant.
b. Using the To Home Conference option in the right-click menu:
Right-click the icon of the 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.
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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. Using the Move option in the right-click menu:
—
Right-click the icon of the participant to be moved to the Home
conference, and then click Move.
A list of conferences appears.
—
Click the name of the Home Conference to which to move the
participant.
b. Using the To Home Conference option in the right-click menu:
Right-click the icon of the participant to be moved to the Home
conference, and then click To Home Conf.
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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.
Usually, the participant waiting in the Entry Queue or Participants Queue is
first assisted by the operator and is then placed on hold until all the
participants pertaining to the same conference are assisted and placed on hold.
Once all the participants are on hold, they can all be connected at the same
time (in one operation) to the conference.
In addition, a participant in an On Going Conference can be placed on hold
when he/she is to be excluded from the conference for a short period. To do
so, you have to first move the participant from the conference to the Operator
conference and then place him/her on hold.
To place a participant on Hold in the Operator conference:
Standard MS-Windows multiple selection techniques can be used in the
following procedure.
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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. Display the list of participants in the Participants Queue in the Browser
or Status pane, or in the Participants Queue window.
2. Right-click the icon of the participant to be placed on hold, and then
click Hold.
The Participant icon changes to Hold in the Status column of the Home
conference participants list in the Monitor and Status panes, and in the
Participants Queue.
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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 procedure.
1. Select the participant’s icon.
2. Click the relevant button in the Participants Queue toolbar, as follows:
Table 7-7: Participants Queue Toolbar Buttons
Button Operation
To move the participant to the Operator conference.
To move the participant to the Home (destination) conference.
For further details on the individual operations refer to the explanations in the
section “Performing Operations using the Right-Click Menu” on page 7-36.
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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. Select the icon of the participant to be operated on.
2. Use the appropriate shortcut key, as follows:
Table 7-8: Shortcut Keys
Default
Shortcut
Key
Operation
<F2>
<F3>
<F4>
To move the participant to the Operator conference.
To place the attended participant on Hold.
To move the participant to the Home (destination)
conference.
For further details on the individual operations refer to the explanations in the
section “Performing Operations using the Right-Click Menu” on page 7-36.
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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. Expand the On Going Conferences list in the Browser pane, to display
the Operator Conference icon.
2. Drag the icon of the participant to the Browser pane and drop it on the
Operator Conference icon.
To drag and drop a participant to the Home conference:
1. Expand the On Going Conferences list in the Browser pane, to display
the Home Conference icon.
2. Drag the icon of the participant to the Browser pane and drop it on the
Home Conference icon.
Moving Multiple Participants to the Home Conference
When several participants are placed on hold, they can all be selected (using
standard Windows multi-selection options), and then moved to the
appropriate conference together.
To move several participants who are on hold to the Home Conference:
1. List the participants who are on hold in the appropriate conference or in
the Participants Queue tree, or the Participants Queue window.
2. Select the participants that are on hold.
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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
then click To Home Conf.
b. Using the Move option in the right-click menu:
—
Right-click the icon of one of the highlighted participants, and
then click Move.
—
—
A list of conferences appears.
Click the name of the conference to which to move the
participants.
c. Using the Participants Queue toolbar:
—
Click the icon of one of the highlighted participants.
—
Click the To Home Conf.
button on the Participants
Queue toolbar.
d. Dragging and Dropping the Participant icon:
—
Expand the On Going Conferences list in the Browser pane, to
display the Home Conference icon.
—
Drag the icons of the participants to the Browser pane and drop
them on the Home Conference icon.
The selected participants are immediately connected to the conference.
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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. With Polycom ReadiRecorder you can record
audio-only conferences and the audio part of unified (audio and video)
conferences, and monitor and manage on going recording sessions and
playbacks using its management tools. You can store, play and download
recordings, and manage the recordings database.
The MGC Manager application is used to configure and monitor the
ReadiRecorder, to manage recording and playback services, configure
recording options for conferences, and manage the recording process.
You can also enable the conference recordings using the Polycom
WebCommander application, and manage the ReadiRecorder recordings
through the ReadiRecorder Web site. In the WebCommander application, you
can configure recording options for conferences and manage the recording
process.
Using the ReadiRecorder Web site, you can manage the stored files, play the
recordings or download them to your local computer. On an administrative
level you can also register and manage ReadiRecorder users.
The recording system can be installed at the same site with the conferencing
MCU or at a remote site. Several MCUs can share the same recording system.
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Chapter 8 - Recording
Figure 8-1 shows the system components, connections and data flow of the
system.
ReadiRecorder unit
Authentication
Users
DB
Conferencing
MCU
Audio only
E1/ T1/
H323
WAV files
FTP/NFS
Voice
Processing
Local Disk
120 GB
External
Backup
Recording
Storing
Backup
ReadiRecorder
Website
Voice
Processing
Browser
User
Management
& Settings
Playback
H323 /
SIP
POTS
ReadiRecorder
Management &
Settings
Download/
Playback
MGC Manager
User
Workstation
Figure 8-1: ReadiRecorder System and Connectivity
System Setup
Recording of conferences is performed over a PSTN/ISDN or an IP (H.323)
connection established between the conferencing MCU and the
ReadiRecorder. The Polycom ReadiRecorder handles any combination of
recordings or playbacks on up to 48 ports in a mixed IP or PSTN/ISDN
network. Conferences are recorded by the ReadiRecorder over a dial-out
connection from the conference to the recording system. This connection is
called Recording Link. Recording Links are defined on the conferencing
MCU, in the MGC Manager application.
To connect conferences to the recording system, the Recording Link uses the
dialing number which was defined in the ReadiRecorder’s Recording Service.
To access the stored recordings of conferences, the end-user dials the number
which was defined in the ReadiRecorder’s Playback Service. Recording and
Playback Services are configured on the ReadiRecorder in the MGC Manager
application.
An additional component required for the Recording and Playback Services is
the IVR Message Service. IVR must be configured before the Recording and
Playback Services definition since it includes the DTMF codes and messages,
such as pause or resume recordings which are required for controlling the
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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. A recording session can be
started automatically or at the request of the conference chairperson or the
system operator. The completed recordings are stored on the recording
system’s hard drive and can be accessed from the Polycom ReadiRecorder
Web site for playbacks, downloads and management. System operators can
selectively record specific conferences, or provide the conference chairperson
with the ability to record on demand.
Processing
In the ReadiRecorder unit, the recording is processed according to standard
voice processing methods and is then saved as a file and stored on the local
disk. Optionally, recordings can also be backed up to an external disk. Backup
as well as deletion policies can be defined for the system. Users can then
identify and select the stored recordings for playback or download, according
to the known session ID or according to the name of the user who initiated the
recording and is its owner.
Monitoring and Management
Monitoring and management of the recording process is done in the MGC
Manager application. The system administrator can monitor all on going
recordings and playbacks on each ReadiRecorder, the status of used and
available port resources and CDRs (Call Detail Records) that list information
about events and conferences in which recording or playback services are
involved.
In the Web site, the administrator can modify user permissions, add or delete
users, download and delete recordings, and can configure the maximum
allocated disk space for recordings. The administrator usually registers the
Web site users, but, depending on the Web site settings, non-administrative
users can also register themselves. Registered users with appropriate
permissions can login to the Web site where they can view, play, download or
delete their own recordings.
In WebCommander, users can observe the status of the recording link in a
conference.
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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.
Recording System Setup Procedures
For the recording system to function, you must configure both the recorder
and the conferencing MCU with the required components.
ReadiRecorder Setup
Installing and configuring the ReadiRecorder is performed in the MGC
Manager application, using similar procedures as for installing and
configuring an MCU.
Assuming that the MGC Manager is already installed on your workstation,
you must perform the following tasks to set up the ReadiRecorder side:
1. Install the unit, power it up and perform the required IP configuration.
2. Start the MGC Manager application and connect to the conferencing
MCUs.
3. Add the ReadiRecorder to the MCU network using its configured IP and
connect it to the MCU network.
4. (Optional) Obtain an SSL certificate for the ReadiRecorder.
5. Configure the required PSTN/ISDN or IP Network Services for the unit.
6. Configure the IVR (Interactive Voice Response) Services and messages
for managing recordings and playbacks.
7. Set up Recording and Playback Services for recording related prompts
and assign the dialing numbers.
8. (Optional) Configure the recording system settings: allocate disk space
for each user’s recordings, define database use and backup and delete
policies.
9. (Optional) Set up system.cfg flags related to recording.
10. Register users in the ReadiRecorder Web site or link to an external users
database to enable them to play and download the conference recordings.
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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.
To enable the Polycom ReadiRecorder to perform, you must configure the
following components:
•
•
•
•
•
First entry IP configuration – (IP Address, Net Mask and Gatekeeper)
adjusts the default IP of the ReadiRecorder unit.
ReadiRecorder definition in the network – adds the unit to MCUs
network (in the MGC Manager application).
SSL certificate – (Optional) secures the connection between the
ReadiRecorder and the MGC Manager and the Web site.
Network Services – (PSTN/ISDN or IP) define the parameters of the
networks connected to the ReadiRecorder.
IVR Message Services – sets of voice prompts or messages that allow
support of multiple languages and user-specific voice prompts.
The message service is activated when recording is initiated, stopped or
paused, or when listening to a playback.
•
•
Recording and Playback Services – define the dial-in numbers and IVR
Message Services used for recording and playback connections.
Recording System Settings – (Optional, if modifications of the default
settings are required for certain functions) global settings for the
recording system, such as disk space allocation for users and recordings,
backup and deletion policies, and database usage.
•
Recording-related system.cfg flags – (Optional) recording related system
flags.
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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.
The following illustration describes the ReadiRecorder configuration:
Configure
Configure the IP
Network Services
Address
Add the
ReadiRecorderto
Configure
the MCUs
Install the MGC
Manager
IVR Services
Network
Connect to the
Configure
Recording and
Playback Services
ReadiRecorder
Start the MGC
Manager
(Optional)
Configure SSL
Security
Configure
Recording System
Settings
•
Installing the MGC Manager application is mandatory in the workflow only in
cases when you are:
— installing the application for the first time
— updating the software version
For detailed information about installing MGC Manager, connecting to
the MGC unit, and using the application’s main window, menus and tool-
bar buttons, refer to the MGC Manager User’s Guide, Volume I,
Chapter 3, “MGC Manager Basics.” For information about how to con-
figure the ReadiRecorder components, see the ReadiRecorder Getting
Started Guide.
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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.
Manager. Recording definition is identical for all types of conferences. It is
also the same for unified (audio and video) and for audio-only conferences.
To make recording possible, you must set up the following components on the
conferencing MCU:
•
and the ReadiRecorder. For details, see “Defining a Recording Link” on
page 8-7.
•
messages must be set in the IVR Service to enable recording by the
conference chairperson and to play the voice messages indicating the
recording status. For details, see “Defining Recording Functions in IVR
Service” on page 8-11.
•
Configure the relevant system.cfg flags. For more information about
configuring the system.cfg files, see “Modifying System.cfg” on page 8-
22.
Since only IVR-enabled conferences can be recorded, when defining a new
On Going Conference or Reservation, you must include a recording-enabled IVR
Service.
Defining a Recording Link
A Recording Link is the connection between the conferencing MCU and the
ReadiRecorder. You can configure different Recording Links for specific
connection types (ISDN or IP) and then use them repeatedly to record
conferences.
You need the following information to complete the link definition:
•
Network Service – the Prefix of the IP Network Service defined for the
ReadiRecorder, see the ReadiRecorder Getting Started Guide,
“Configuring Network Services”, page 3-18.
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•
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. Configure the following parameters:
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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
The identifier that identifies the user. This number is
String sent to the checked against the numbers registered in
Recording
System
ReadiRecorder database. Only registered identifier
strings are allowed to initiate recording. This string will
be used as the user identification number in the
ReadiRecorder Web site.
Enter digits (in this case all the recordings using this link
will be assigned this number), or enter one of the
following codes:
n – The recording will be assigned the recorded
conference Numeric ID
c – The recording will be assigned the chairperson
password of the recorded conference
e – The recording will be assigned the password of the
recorded conference
b – The recording will be assigned the conference
billing code
Note: The string must be followed by a Pound key (#),
to signal the end of transmission.
ISDN-T1CAS
If you have selected an ISDN or T1-CAS connection,
Phone Numbers enter the phone number to be dialled to connect to the
ReadiRecorder. This should be one of the dial-in
numbers assigned to the Recording Service in the
ReadiRecorder.
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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.
Service Name
Enter the name of the Network Service to be used by
the conferencing MCU when dialing to the
ReadiRecorder. If left blank, the default Network
Service (according to the selected network connection)
will be used.
3. Click OK.
The link you defined is listed in the MCU Configuration under the
Recording Links icon. You can now assign the link to the conferences
that you want to record.
Default link
•
•
You can modify the parameters of a link, but not its name. To modify a link,
right-click its icon or name and click Properties.
If you defined several links, you can select one of them as the default.
Right-click the recording link’s icon and click Set As Default. The name of
default link is bolded.
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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. In this context
only the procedures relevant to the ReadiRecorder are described.
To define recording functions for an IVR Service:
1. When defining a new IVR Service in the IVR Service Properties wizard,
open the General dialog box and scroll down the list of messages to the
recording messages.
2. Select the Recording In Progress message and from the list select the
appropriate message file: rcrdconf.aca.
3. Select the Recording Failed message and from the list select the
appropriate message file: rcrdfail.aca.
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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
Pause Recording
5. 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.
6. Click Finish.
The IVR Service you defined is listed in the MCU Configuration under
the IVR Msg Services icon. You can now apply the service to the
conferences you want to record.
Default service
•
•
You can modify the parameters of a service, but not its name. To modify a a
message service, right-click its icon or name and click Properties.
If you defined several services, you can select one of them as the default.
Right-click the service icon and click Set As Default. The name of default
service is bolded.
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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. Therefore, to record
encrypted conferences, encryption must be set at the participant level, and all
participants except the Recording Link can be encrypted.
4. Click the Recording tab.
The Conference Properties - Recording dialog box opens.
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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. In the Start Recording list, specify when to start recording:
—
Immediately - when the first participant connects to the
conference (automatic)
—
Upon Request - when the operator or chairperson initiates
recording (manual)
If you select the manual option, the operator will initiate recording in the
MGC Manager (or in the WebCommander) application using the Start
Recording
button on the toolbar, while the conference chairperson
will initiate recording by entering the appropriate DTMF key on the
phone.
6. Complete the conference definition and click OK.
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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.
This participant is then included in a conference to be recorded, and once it
connects to the ReadiRecorder, the recording starts.
This type of definition is set in the Participant Properties dialog box where
the link is defined as a dial-up participant for an IP or an ISDN connection.
To enable recording:
1. When defining a new On Going conference or reservation, click the
Participants tab.
The Conference Properties- Participants dialog box opens.
2. Click the New button to define a new participant.
The Participants Properties- Identification dialog box opens.
In the Participant Properties - Identification dialog box, these settings
are required for a recording link:
—
—
—
ISDN – For a participant with ISDN (PSTN or T1-CAS) connection,
the definition will include the dial-in Participant Number to access
ReadiRecorder.
IP – For a participant with IP connection, the definition will include
the IP Network Service Prefix and name of the IP Recording Service
to be used, that was set up in ReadiRecorder.
Extension Identifier String – For both types of participant, the
definition will include the participant’s name with the specific
extension, in the format: party name[ext:(user identifier string)#].
The User identifier string can be a string of numbers (user ID) or
one of the following codes:
n – The recording will be assigned the recorded conference Numeric
ID
c – The recording will be assigned the chairperson password of the
recorded conference
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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
as Dial-up.
4. Complete the participant definition and click OK.
The defined participant is now saved in the User Template database and
listed as the conference participant.
5. In the Conference Properties – Participants dialog box, select the
recording port/link participant in the Pre-defined Participants list and
click the >> button to move the participant to the Conference
Participants list.
The participant is now included in the conference.
6. Complete the conference definition and click OK.
The appropriate icon is displayed in the list of conference participant.
Disconnected participant
Recording port
Connected participant
When the recording port is connected to the conference, the Recording
icon
changes (from gray to blue) to indicate the active state.
When working with conferencing MCU Version 6.11 or higher, the flag “preferred
secured port” should be erased from the system.cfg to prevent an SSL error.
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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. In
addition, the recording function must be enabled in the Conference Properties
- Recording dialog box.
Conference recording using the Prairie system can be activated using:
•
•
MGC Manager application
DTMF-enabled phone
Conferences can be recorded by an operator using the Blast Dial-out feature
in MGC Manager, or by a chairperson - from a DTMF-enabled phone.
To record a conference, a chairperson must have access to a DTMF-enabled
phone and to use the appropriate DTMF code (the default code to start
recording is *25). The chairperson can start, stop and record sections of the
conference as needed, and, in addition, has the ability to record and play back
conversations.
To implement recording, customers must obtain an account with Prairie Systems.
For details, see //http://www.prairiesys.com/PSI/01-0300.html.
In the U.S., call 1-800-888-3151.
Polycom customers who require recording services need to obtain the
following information:
•
•
From Prairie Systems:
—
—
Account prefix number
Dial-in numbers of the Prairie recording system and playback
system
From the Conferencing Service:
A unique account number for each conference
—
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Chapter 8 - Recording
A participant functioning as a recording port activates the Prairie recording
system. The following information is required to define a recording port:
•
•
The name of the Network Service defined as a Recording Link
IVR Message Service DTMF “Dial-out” code to be used by the
chairperson who initiates the dial-out call to activate the Prairie system
•
•
•
Telephone (dial-out) number - to access the Prairie Systems account
Conference account prefix issued by Prairie Systems
Conference account number issued by the conferencing service provider
Defining a Recording Port Participant
To define a dial-out recording port:
1. Define a new ISDN Participant.
2. In the Name field, enter a string in the following format: (Optional digit
field; 0...9), (Free text; Rec), ([Extension; EXT), (p), (Account Prefix;
2234), (p), (Account ID; 9876543), (p), (Pound keys; ##]). For example,
9Rec[EXT:p2234p9876543p##].
Each section of the string is explained below:
—
0...9 - Optional digit field. Any digit between 0 and 9. That
identifies the participant. This digit is used as part of the DTMF
code to initiate the blast dial-out sequence. For example, when a
chairperson enters *259, where *25 is the DTMF code for blast dial
out, and 9 is the number that identifies a recording port participant.
This digit must be unique, and no other participant can have an
identical number.
—
—
Free text – Optional text field, may be omitted
Brackets [ ] – Brackets indicating a dial string. Brackets are context
sensitive, and only this type [ ] of format is to be used
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—
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. There is no limit to the number of p’s in a dial string
and can be located anywhere in the dial-up string.
—
—
Account prefix - Account prefix consisting of a series of digits that
are provided by Prairie.
Conference account ID - unique account ID for each conference.
The conference account ID can consist of one of these options:
• a – series of numbers
• n – indicating the Numeric conference ID
• l – indicating the conference Chairperson password
• b – indicating the conference billing code
—
## – Pound keys, a suffix added to the string, required by the Prairie
system, signaling end of transmission
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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.
The participant (Recording Port) is added to the list of participants for
the conference, with an icon indicating that it is a recording port.
Recording and Playback
To record a conference:
•
When the conference starts, activate the recording function by pressing
the DTMF code representing blast dial-out and the participant (recording
port) ID at any time during the conference. For example, *259 where *25
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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.
When Prairie Systems begins recording the conference, it first plays a voice
message announcing that the conference is being recorded.
To stop recording:
•
To stop recording, use one of the following methods:
—
—
—
enter the DTMF code *25#
terminate the conference from the conference.
disconnect the recording port.
When recording is terminated, the chairperson can re-activate a Prairie
recording session using the procedure described above. However:
—
Re-activating the recording results in a new recording ID issued by
Prairie.
—
It is not possible to play back several recordings of a conference at
the same time.
To initiate a playback of a Prairie recording:
1. The conference chairperson accesses the Prairie Systems website and
enters the conference account number and the conference access
password /chairperson password (depending on the current configuration
of access requirements).
2. The Prairie Systems web site displays confirmation data consisting of the
unique Conference Recording ID, recording date and time, and a
conference description. The confirmation ID consists of the conference’s
account number, for example 9876543, and an additional 3 digit
sequence, for example 9876543001.
The Conference Recording ID number is required to play a conference
recording.
3. The chairperson must retrieve the Conference Recording ID, for example
9876543001, and dial the Prairie’s playback dial-in number using the
appropriate DTMF code. The playback of the recorded session occurs
directly between the endpoint and Prairie’s system.
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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.
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The following table lists the system.cfg flags you can check and modify.
Table 8-2: ReadiRecorder system.cfg Flags
Required Description
Section / Default Flags and Values
Value
Audio Plus
SINGLE_PARTY_HEARS_MUSIC = NO
NO
No need for background
music.
AUDIO_PLUS_CM_MSG_32 = 64
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 32-
second duration).
CDR
CDR = YES
YES
Enables viewing the
CDRs list for the
ReadiRecorder. When
disabled, the CDRs do
not include records that
were written to the
ReadiRecorder disk.
External DB
ENABLE_EXTERNAL_DB_ACCESS = NO
YES
Allows the definition of
an external database for
the Web site user
authentication.
Note: If you enable this
function, set the other
flags in this section. For
more information, see
the External DB Tools
documentation.
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Chapter 8 - Recording
Table 8-2: ReadiRecorder system.cfg Flags (Continued)
Required Description
Value
Section / Default Flags and Values
General
PREFERRED_PORT = 80
PREFERRED_SECURED_PORT = 443
80
Default unsecured port.
443
The default secured port
required for SSL
certified connections.
This flag is added
manually, when
obtaining the SSL
certificate.
SECURED_PORT_MANDATORY_FOR_API =
NO
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.
SECURED_PORT_MANDATORY_FOR_FILE =
NO
YES
YES
Required for securing
the recorder’s Web site.
Recording
RECORDING_SYSTEM = YES
Activates the recording
functions.
Required for recording-
enabled conferences.
RECORDING_SKIP_TIME=180
-
-
May be user defined.
Measured in seconds.
RECORDING_SKIP_TO_END_TIME = 30
May be user defined.
Measured in seconds.
For more information on system configuration, refer to the MGC Manager
Administrator’s Guide.
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Conferencing MCU system.cfg flags
The following table lists the system.cfg flags you can check and modify:
Required Description
Section / Default Flags and Values
Value
Audio Plus
SINGLE_PARTY_HEARS_MUSIC = NO
YES
If recording is
configured to start
Immediately, that is
when the first party joins
the conference, this
party will not hear the
IVR message “The
recording has started”.
Enabling this flag allows
the first party in an audio
only conference to hear
music while waiting for
the next parties to join.
General
ENABLE_DTMF_VIA_GW = YES
YES
Required in a special
playback service
configuration which
allows POTS playback
via the conferencing
MCU.
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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/
Explanation
Term
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. The time interval between
characters may be of varying lengths.
ATM
Asynchronous Transfer Mode. High speed (up to 155 Mbps)
high bandwidth network that integrates voice, video and data.
ATM provides connectivity to LANs, WANs, private networks
and sub-networks.
ATM supports applications requiring high transmission
speeds, large transmission capacities, and bandwidth on
demand.
Audio Bridge
B8ZS
Used to mix multiple audio inputs and to output composite
audio to each of the endpoints connected to a conference.
Bipolar 8-Zero Substitution. A T1 line coding format
substituting each group of eight consecutive zeros with an
established pattern. See also T1 line.
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Appendix A: Glossary
Abbreviation/
Term
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.
BAS
Bitrate Allocation Signal. BAS codes are used to exchange
information about capabilities and commands between
devices at opposite ends of a digital video connection.
B-Channel
Bearer Channel. A channel in a span or in a group of spans,
that carries audio-visual data.The ISDN circuit-switched
bearer channel is capable of transmitting 64 Kbps of digitized
information.
Bonding
Bandwidth ON Demand INterpolarity Group. A transmission
protocol that aggregates two 64 Kbps B channels to function
as one 128 Kbps channel. When using several BRI channels,
Bonding means that only one D-channel serves all BRI
channels, while the remaining D-channels are used for data
transfer.
See also: BRI.
Bps, Kbps
Bits and kilobytes per second; a unit of bandwidth, that is the
amount of data that can flow during one second over a
communications line (using a transmission medium).
1 Kbps=1000 Bps
BRI
Basic Rate Interface. A type of ISDN connection for
transmitting data, consisting of 3 channels: two B-channels
(each of 64 Kbps) and one D-channel (16 Kbps).
Carrier
A telephone or other company that provides
telecommunication transmission services.
Cascading
Conference
The use of two MCUs in a multipoint video conference,
allowing for multipoint conferences with more than 12 video
participants.
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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 non-
interlaced luminance lines, that contain 176 pixels. CIF can
be sent at frame rates of 7.5, 10, 15, or 30 per second. When
operating with CIF, the amount of data to transmit cannot
exceed 256 K bits (where K equals 1024).The CIF video
format has the capacity to transmit video images of 352x288
pixels at 36.45 Mbps and 30 frames per second. A 4CIF
format has four times the capacity of CIF; QCIF has quarter
the capacity of CIF.
Circuit
Codec
Another term for span; a T1 or E1 line.
Coder-decoder. A device that converts voice and video into
digital code, and vice versa. Refers to the endpoint video
camera and video board that are used for video conferencing.
Conference
Connection between two or more endpoints exchanging video
and audio information. If only two endpoints are involved, a
conference is called point-to-point and no MCU is required. If
more than two endpoints are involved, it is called a multipoint
conference, and an MCU (Multipoint Control Unit) is required
as the management system. See also MCU.
CSU
Channel Service Unit. Customer-provided equipment that is
used as an interface between a communication network and
the data terminal.
D-Channel
DTMF
The channel in a span or in a group of spans, which is used to
transmit signaling information between the (public or private)
switch and the MGC–100.
Dual Tone Multi Frequency. A system of coded signals used
by touch-tone telephones in which a specific sound,
frequency or tone is assigned to each key so that the signal
can be easily recognized by a computer. The codes enable
data input and control of voice-processing systems. DTMF
signals can pass through the entire connection to the
destination device and therefore are used for remote control
after the connection with the MCU is established.
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Appendix A: Glossary
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.
ITU-T audio algorithm, 64Kbps, 7 kHz.
ITU-T audio algorithm, 16Kbps, 3.4 kHz.
G.722
G.728
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.
H.221
H.230
H.231
H.242
H.243
ITU-T standard that defines how to multiplex video, audio,
control, and user data into one serial bit stream.
ITU-T standard that defines simple multipoint control systems
procedures and describes network maintenance functions.
ITU-T standard that defines a set of MCU functions and
operational requirements.
ITU-T standard that defines initiation of communications
between systems and capabilities negotiation procedures.
ITU-T standard that defines initiation of communications
between systems and capabilities negotiation procedures in
multipoint conferences.
H.261
H.263
ITU-T standard that defines the Px64 video coding algorithm.
ITU-T standard that provides improved compression and
quality of video images at a line rate lower than 384 Kbps.
This standard is not supported by all codecs.
H.264*
H.264
A proprietary Polycom Video compression standard.
ITU-T standard that provides improved compression and
quality of video images in lower line rate connections and is
part of the Highest Common mechanism in Video Switching
conferences.
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Abbreviation/
Term
Explanation
H.320
H.323
ITU-T standard that defines how the H-series video
conferencing recommendations work together.
ITU-T standard for audio, video and data communications
across IP-based (LAN) networks, including the Internet.
IMUX or Inverse A feature that allows high speed serial data streams to be
Multiplexing
divided into multiple of 56 or 64 Kbps for transmission over
public digital switched networks (PSTN). At the remote end,
all the channels are phase-aligned and synchronized to
recreate the original data stream.
IP
Internet Protocol. The working protocol that forms the basis of
the internet.
ISDN
Integrated Services Digital Network. A set of protocol and
interface standards (voice, video and data) that comprise a
telephone network. There are two types of ISDN lines: BRI
and PRI.
ITU-T Standard
LAN
International Telecommunications Union, Telecommunication
Standardization Sector (formerly CCITT). The international
organization that produces official standards for
telecommunications.
Local Area Network. A group of computers and other devices
linked via a network’s operating system.
LDAP
Lightweight Directory Access Protocol.
Leased Line
A dedicated PRI line supplied by the telephone company. See
also PRI line.
Line Rate
MCU
The amount of bandwidth used by a communication device,
measured in Kbps (kilobytes per second).
Multipoint Control Unit. Device which allows more than two
sites to be connected in a video or audio conference.
MPI
Multi Protocol Interface. Supports connection to endpoints
using communication protocols such as V.35 RS-449 and RS-
530 over a serial connection.
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Appendix A: Glossary
Abbreviation/
Term
Explanation
Network Service A collection of spans from a fixed service provider. Network
services can be any of the following types:
•
•
Private Network
Public Utility, including:
•
•
•
•
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.
Port
One of 23 channels in a T1 PRI; one of 24 channels in a T1
leased line; or one of 30 channels in an E1 PRI.
POTS
PRI
Plain Old Telephone System. The conventional analog
telephone line.
Priority Rate Interface. An ISDN interface designed for high
volume data communication. Consists of 23 B channels of 64
Kbps each and one D channel of 64 Kbps. In Europe, the PRI
line provides 30 B channels + one D channel.
QCIF
Quarter CIF. A video format with image size of 176x144 pixels
that transmits 9.115 Mbps at 30 frames per second (a quarter
of the capacity of CIF). See also CIF.
RS-232
SIP
A standard for serial interface connection.
Session Initiation Protocol. An application-layer protocol
designed to work over IP networks.A SIP service defines the
properties and the IP addresses of the SIP network
components.
Span
An ISDN line or leased line. A span may be of either T1
(United States) or E1 (Europe) type. Also called a circuit.
Switched 56 line A line using protocols pre-dating the ISDN protocols; also
called a robbed bit signaling line or a pre-ISDN line.
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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.
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Appendix A: Glossary
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