Polycom 2000 IVR Services List

Chapter 13-IVR Services

13-2

IVR Services List

You can view the currently defined Conference IVR and Entry Queue IVR

Services in the IVR Services list pane.

To view the IVR Services list:

1In the RMX Management pane, expand the Rarely Used list.

2Click the IVR Services () entry.

The list pane displays the Conference IVR Services list and the total

number of IVR services currently defined in the system.

IVR Toolbar IVR Services List Pane

Access to IVR Services

list and customization

Contents

Main Page Regulatory Notices Page Table of Contents Conference Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Additional Conferencing Information . . . . . . . . . . . . . . 2-1 Page Meeting Rooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 Entry Queues, Ad Hoc Conferences and SIP Factories . 4-1 Address Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Reservations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Operator Assistance & Participant Move . . . . . . . . . . . 7-1 Conference Templates . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 Conference and Participant Monitoring . . . . . . . . . . . . 9-1 Recording Conferences . . . . . . . . . . . . . . . . . . . . . . . . 10-1 Users, Connections and Notes . . . . . . . . . . . . . . . . . . 11-1 Network Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1 IVR Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-1 The Call Detail Record (CDR) Utility . . . . . . . . . . . . . . . 14-1 Gateway Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1 RMX Administration and Utilities . . . . . . . . . . . . . . . . 16-1 Page Hardware Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . 17-1 Appendix A - Disconnection Causes . . . . . . . . . . . . . . . A-1 Appendix B - Alarms and Faults . . . . . . . . . . . . . . . . . . B-1 Appendix C - CDR Fields - Unformatted File . . . . . . . . . C-1 Appendix G - Configuring Direct Connections to RMX . G-1 Page Conference Profiles Page Conferencing Modes Standard Conferencing Page Supplemental Conferencing Features Viewing Profiles 1-7 Profile Toolbar The Profile toolbar provides quick access to the Profile functions: Defining Profiles Page 1-10 4Click the Advanced tab. Page 1-12 Page 1-14 7Define the following parameters: Page Page 1-17 1-18 Page Page Page Page Modifying an Existing Profile Deleting a Conference Profile Additional Conferencing Information Video Session Modes Dynamic Continuous Presence (CP) Mode High Definition Video Switching Mode Continuous Presence (CP) Conferencing Video Resolutions in CP Additional Video Resolutions in MPM+ Mode Additional Intermediate Video Resolutions Setting the Maximum CP Resolution for Conferencing CP Conferencing with H.263 4CIF H.263 4CIF Guidelines High Definition Video Switching HD VSW Guidelines Enabling HD Video Switching Modifying the HD Video Switching Threshold Bit Rate Creating a High Definition Video Switching Profile Page Page H.239 Content Transmission Modes Content Protocol Defining Content Sharing Parameters for a Conference Page Sending Content to Legacy Endpoints Guidelines for Sending Content to Legacy Endpoints Interoperability with Polycom CMA and DMA Content Display on Legacy Endpoints Enabling the Send Content to Legacy Endpoints Option Changing the Default Layout for Displaying Content on Legacy Endpoints 2-21 Stopping a Content Session Page Lecture Mode Enabling Lecture Mode Enabling the Automatic Switching Page Lecture Mode Monitoring Page Page Closed Captions Enabling Closed Captions Media Encryption Page Page Encryption Flag Settings Enabling Encryption in the Profile Enabling Encryption at the Participant Level (IP Only) Monitoring the Encryption Status LPR Lost Packet Recovery Packet Loss Causes of Packet Loss Effects of Packet Loss on Conferences Lost Packet Recovery Lost Packet Recovery Guidelines Enabling Lost Packet Recovery Page Page Telepresence Mode RMX 2000 Telepresence Mode Guidelines System Level Conference Level Room (Participant/Endpoint) Level RPX and TPX Video Layouts 2-44 Page Enabling Telepresence Conference Level Room (Participant/Endpoint) Level Saving an Ongoing Conference as a Template Starting an Ongoing Conference From a Template Cascading Conferences - Star Topology Page Enabling Cascading Creating the Cascade-enabled Entry Queue Page Creating the Dial-out Cascaded Link Page Page Enabling Cascaded Conferences without Password Monitoring Cascaded Conferences + Cascading Conferences - H.239-enabled MIH Topology MIH Cascading Levels MIH Cascading Guidelines Master and Slave Conferences Video Session Mode, Line Rate and Video Settings H.239 Content Sharing Setting up MIH Cascading Conferences RMX to RMX Cascading Page Page Page Page Page 2-70 Page MGC to RMX 2000 Cascading Page Page Page Page Page Page Page Page Page Starting and Monitoring MIH Cascading Conferences Monitoring Participants in an MIH Cascaded Conference Page Viewing Participant Properties Meeting Rooms Meeting Rooms List 3-3 The Meeting Room List columns include: 3-4 Meeting Room Toolbar & Right-click Menu The Meeting Room toolbar and right-click menus provide the following functionality: Creating a New Meeting Room Page Entry Queues, Ad Hoc Conferences and SIP Factories Entry Queues Page Defining a New Entry Queue Page 4-5 4-6 Listing Entry Queues Modifying the EQ Properties Transit Entry Queue Setting a Transit Entry Queue Page Ad Hoc Conferencing Gateway to Polycom Distributed Media Application (DMA) 7000 SIP Factories Creating SIP Factories 4-13 3Define the following parameters: Page Address Book Viewing the Address Book Displaying and Hiding the Address Book Page Adding a Participant to the Address Book Adding a new participant to the Address Book Directly 5-5 2Define the following fields: 5-6 Page 5-8 Page 5-10 Page Adding a Participant from an Ongoing Conference to the Address Book Modifying Participants in the Address Book Deleting Participants from the Address Book Searching the Address Book Filtering the Address Book Page Participant Groups Adding a New Group to the Address Book Deleting a Group from the Address Book Modifying a Group in the Address Book Importing and Exporting Address Books Exporting an Address Book Importing an Address Book Integrating the Polycom CMA Address Book with the RMX Page Page Reservations Guidelines System Resources Page Reservation s Using the Reservation Calendar Toolbar Buttons Reservation s Views Page List View Changing the Calendar View Page Scheduling Conferences Using the Reservation Calendar Creating a New Reservation Page Page 6-13 4 Click the Schedule tab. 6-14 5Adjust the new reservations schedule by modifying the fields as described in Table6-3. 6-15 6-16 6Click the Participants tab. Page Managing Reservations Guidelines Viewing and Modifying Reservations Using the Week and Day views of the Reservations Calendar Page Deleting Reservations Searching for Reservations using Quick Search Page Operator Assistance & Participant Move Operator Conferences Page Defining the Components Enabling Operator Assistance Defining a Conference IVR Service with Operator Assistance Options Page Page Defining an Entry Queue IVR Service with Operator Assistance Options Page Defining a Conference Profile for an Operator Conference Page 7-11 4Click the Advanced tab. Page 7-13 6Click the Video Quality tab. Page Page Defining an Ongoing Operator Conference Page 7-18 7-19 Page Saving an Operator Conference to a Template Starting an Operator Conference from a Template Monitoring Operator Conferences and Participants Requiring Assistance Requesting H elp Page Participant Alerts List Moving Participants Between Conferences Page Moving Participants Page Conference Templates Guidelines Page Using Conference Templates 8-4 Toolbar Buttons The Conferences List toolbar includes the following button: The Conference Template toolbar includes the following buttons: Creating a New Conference Template Creating a new Conference Template from Scratch Page Page Page Page Page Page Saving an Ongoing Conference as a Template Saving an Operator Conference to a Template Page Starting an Ongoing Conference From a Tem pl at e Starting an Operator Conference from a Template Page Page Deleting a Conference Template Conference and Participant Monitoring Page Conference Level Monitoring 9-4 The following information appears in the General tab: 9-5 9-6 2Click the Advanced tab. The Conference Properties - Advanced dialog box opens. 9-7 3The following information appears in the Advanced tab: 4Click the Video Quality tab. The Conference Properties - Video Quality dialog box opens. Page 9-9 5Click the Video Settings tab to list the video parameters. Page Monitoring Operator Conferences and Participants Requiring Assistance Requesting H elp Page Participant Alerts List Participant Level Monitoring IP Participant Properties 9-16 9-17 9-18 9-19 4Click on the Channel Status tab to view the status of the various channels. Page 9-21 Page 9-23 6Click the Gatekeeper Status tab to view its parameters. 9-24 Monitoring ISDN/PSTN Participants Page Page Page Page 9-30 Page 9-32 The Connected Media and Channels Used fields of an Audio Only participant are displayed as follows: Recording Conferences Configuring the RMX to enable Recording Defining the Recording Link Page Enabling the Recording Features in a Conference IVR Service Enabling the Recording in the Conference Profile Page Managing the Recording Process Using the RMX Web Client to Manage the Recording Process 10-7 Using DTMF Codes to Manage the Recording Process Conference Recording with Codian IP VCR Page Users, Connections and Notes Listing Users Adding a New User To add a new user to the system: Deleting a User Changing a Users Password To change a users password: Connections Viewing the Connections List Notes Using Notes Page Network Services IP Network Services Management Network (Primary) Default IP Service (Conferencing Service) Modifying the Management Network 12-4 3 View or modify the following fields: Page 12-6 Page Page Modifying the Default IP Network Service Page 12-11 Page Page 12-14 Page Page 12-17 Page 12-19 11 View or modify the following fields: Page 12-21 13 View or modify the following fields: 12-22 Page IP Network Monitoring Page 12-26 3Click the SIP Servers tab. Page ISDN/PSTN Network Services Adding/Modifying ISDN/PSTN Network Services Obtaining ISDN/PSTN required information Page 12-31 3Define the following parameters: 4Click Next. Page 12-33 Page Page Page Modifying an ISDN/PSTN Network Service Page IVR Services IVR Services List 13-3 IVR Services Toolbar The IVR Services toolbar provides quick access to the IVR Service definitions as follows: Adding Languages Page Page Page Page Defining a New Conference IVR Service Defining a New Conference IVR Service 13-10 2Define the following parameters: Page Page Page Page Page Page 13-17 13-18 Page Page 13-21 Page Page Page Page Page Entry Queues IVR Service Defining a New Entry Queue IVR Service 13-28 Page Page Page Setting a Conference IVR Service or Entry Queue IVR Service as the Default Service Modifying the Conference or Entry Queue IVR Service Properties Replacing the Music File Adding a Music File Page Creating Audio Prompts and Video Slides Recording an Audio Message Page Page Page Creating a Welcome Video Slide 13-41 Default IVR Prompts and Messages The system is shipped with the following audio prompts and messages: 13-42 Page 13-44 Volume Control of IVR Messages, Music and Roll Call 13-46 The Call Detail Record (CDR) Utility The CDR File CDR File Formats CDR File Contents Page Viewing, Retrieving and Archiving Conference Information Viewing the Conference Records Refreshing the CDR List Retrieving and Archiving Conference CDR Records Page Gateway Calls Call Flows Direct Dialing Page Page Page Page Gateway IVR Page Page Interoperability with CMA Connection Indications Gateway Functionality Configuring the Gateway Components on the RMX Defining the IVR Service for Gateway Calls Page Page Page Defining the Conference Profile for Gateway Calls Defining the Gateway Profile Page 15-19 15-20 Displaying the Connection Information - System Configuration Monitoring Ongoing Gateway Sessions Gateway Session Parameters Connected Participant Parameters Dialing to Polycom DMA 7000 Direct Dialing from ISDN/PSTN Endpoint to IP Endpoint via a Meeting Room Page RMX Administration and Utilities RMX Manager Installing RMX Manager Page Page Running RMX Manager Page System and Participant Alerts System Alerts Page Participant Alerts System Configuration Modifying System Flags 16-11 2In the MCMS_PARAMETERS tab, the following flags can be modified: 16-12 16-13 16-14 16-15 Page LEGACY_EP_CONTENT_DEFAULT_LAYOUT Flag Values 16-18 Manually Adding and Deleting System Flags 16-20 16-21 16-22 16-23 16-24 16-25 16-26 16-27 16-28 4Click OK to close the New Flag dialog box. The new flag is added to the flags list. Page Auto Layout Configuration Customizing the Default Auto Layout 16-31 16-32 RMX Time Altering the clock 16-34 Resource Management Resource Capacity Resource Capacity Modes Resource Usage 16-38 Video/Voice Port Configuration Flexible Resource Capacity Mode Fixed Resource Capacity Configuring the Video/Voice Resources in MPM Mode Configuring the Video/Voice Resources in MPM+ Mode Flexible Resource Capacity Page Page Page Forcing Video Resource Allocation to CIF Resolution Page Resource Repo rt Displaying the Resource Report Resource Report Display in Flexible Resource Capacity Mode Page Resource Report in Fixed Resource Capacity Mode ISDN/PSTN Port Usage Setting the Port Usage Threshold Port Usage Gauges Port Gauges in Flexible/Fixed Capacity Modes Page 16-57 The System Information properties box displays the following information: Page SNMP (Simple Network Management Protocol) Detailed Description MIB (Management Information Base) Files Private MIBS Support for MIB-II Sections The Alarm-MIB H.341-MIB (H.341 H.323) Standard MIBs 16-61 16-62 Traps Figure 2 An Example of an Authentication Failure Trap Figure 1 An Example of a ColdStart Trap Status Trap Content Defining the SNMP Parameters in the RMX Page Page Page Page Page Multilingual Setting Customizing the Multilingual Setting Software Management Using Software Management Page Notification Settings Page Logger Diagnostic Files Page Page Auditor Auditor Files Auditor Event History File Storage Retrieving Auditor Files Page Auditor File Viewer Page Page Audit Events Alerts and Faults 16-85 Transa ction s Table 2 lists Transactions that are recorded by the Auditor. 16-86 16-87 ActiveX Bypass Installing ActiveX Page Resetting the RMX Page Page Hardware Monitoring Viewing the Status of the Hardware Components Page 17-3 HW Monitor Pane Toolbar The following buttons appear in the toolbar of the Hardware Monitor: Viewing Hardware Components Properties Page Page Page Page Page Page Page Page Diagnostic Mode Performing Diagnostics Page Page Diagnostics Monitoring MCU Monitor Cards Monitor Error Buffer Appendix A Disconnection Causes IP Disconnection Causes. A-2 A-3 A-4 A-5 A-6 A-7 A-8 A-9 A-10 ISDN Disconnection Causes A-11 A-12 A-13 A-14 A-15 A-16 A-17 Page B-1 Appendix B Alarms and Faults Alarms Page Page Page Page Page B-7 B-8 B-9 B-10 Page B-12 Page Page Appendix C CDR Fields - Unformatted File Page C-3 The Conference Summary Record C-4 Event Records Standard Event Record Fields C-6 Event Types C-7 C-8 C-9 C-10 C-11 C-12 C-13 C-14 C-15 C-16 Event Specific Fields The following tables describe the fields which are specific to each type of event. C-17 C-18 C-19 C-20 C-21 C-22 C-23 C-24 C-25 C-26 C-27 C-28 C-29 C-30 C-31 C-32 C-33 C-34 C-35 C-36 C-37 C-38 C-39 C-40 C-41 C-42 C-43 C-44 C-45 C-46 C-47 C-48 C-49 C-50 C-51 C-52 C-53 C-54 C-55 Disconnection Cause Values C-56 C-57 C-58 MGC Manager Events that are not Supported by the RMX 2000 Page Appendix D Ad Hoc Conferencing and External Database Authentication Ad Hoc Conferencing without Authentication Ad Hoc Conferencing with Authentication Entry Queue Level - Conference Initiation Validation with an External Database Application Page Conference Access with External Database Authentication Conference Access Validation - All Participants (Always) Page Conference Access Validation - Chairperson Only (Upon Request) Page System Settings for Ad Hoc Conferencing and External Database Authentication Ad Hoc Settings Authentication Settings Page MCU Configuration to Communicate with an External Database Application D-14 Page Page E-1 Appendix E Participant Properties Advanced Channel Information E-2 Page Page Appendix F Secure Communication Mode Switching to Secure Mode Purchasing a Certificate Page Installing the Certificate Page Creating/Modifying System Flags Enabling Secure Communication Mode Alternate Management Network Securing an External Database Page Appendix G Configuring Direct Connections to RMX Management Network (Primary) Alternate Management Network Configuring the Workstation Page Page G-5 7Click the OK button. Connecting to the Management Network Page Connecting to the Alternate Management Network Connecting to the RMX via Modem Procedure 1: Install the RMX Manager Procedure 2: Configure the Modem Procedure 3: Create a Dial-up Connection Page Page Page Page Procedure 4: Connect to the RMX Page Appendix H Setting the RMX for Integration Into Microsoft OCS Environment Configuring the OCS for RMX 2000 Setting the Trusted Host and Static Route for RMX in the OCS Page Page Page Page Page Page Page Page Page Page Page Page Page Page Optional. Setting the Static Route & Trusted Host for RMX in the Load Balancer Server Page Configuring the RMX 2000 for Microsoft OCS 2007 Integration Modify the RMX Management Network Service to Include the DNS Server H-20 6View or modify the following fields: 7Click OK. Defining a SIP Network Service in the RMX Page Page Page Polycom RMX System Flag Configuration Page H-27 Dialing to an Entry Queue, Meeting Room or Conference Active Alarms and Troubleshooting Active Alarms H-30 Troubleshooting Known Issues