Polycom 1500/1800/2000/4000 manual Configuring Entry Queues and IVR Services

Appendix I - Polycom Open Collaboration Network (POCN)

bCUCM

The procedures for configuring TIP- enabled endpoints are described in detail in the Polycom Unified Communications Deployment Guide for Cisco Environments

Configuring Entry Queues and IVR Services

Conference IVR and Entry Queue/Virtual Entry Queues are supported with AVC TIP protocol in conferences that include both TIP-enabled and non-TIP-enabled endpoints.

A Virtual Entry Queue can be configured to either IVR Only Service Provider or External IVR Control mode.

TIP-enabled endpoints can be moved from the Entry Queue to the destination conference if the TIP Compatibility Modes settings in the Profile are identical for both conferencing entities (it is recommended to use the same Profile for both entities).

TIP IVR users can access the conference directly or enter the Entry Queue/Virtual Entry Queue and provide a password to access the conference.

The IVR services can be enabled with Prefer TIP TIP compatibility mode.

IVR media files, WAV for voice messages and JPG for video slides, are all stored on the Collaboration Server.

Guidelines

●IVR default audio files are enabled for all TIP Compatibility Modes.

●In order for the MCU to detect DTMF digits from TIP-enabled endpoints, the system flag SIP_REDUCE_AUDIO_CODECS_DECLARATION must be set to YES.

If the flag is set to NO, the MCU cannot detect DTMF digits from TIP endpoints.

●In an mixed TIP environment there is no support for content in cascaded conferences.

Entry Queue and Virtual Entry Queue Access

TIP endpoints can dial-in to conferences directly using the IVR, Entry Queue/Virtual Entry Queue and IVR Only Service Provider.

Configuring the Conference and Entry Queue IVR Services

The IVR module includes two types of services:

●Conference IVR Service that is used with conferences

●Entry Queue IVR Service that is used with Entry Queues

The configuration process is the same for TIP and non-TIP enabled Conferences and Entry Queues.

Content

Polycom and Cisco endpoints can share Content within a Cisco TelePresence environment. The content sharing experience depends on whether the endpoints are registered with the DMA or CUCM.

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