RealPresence Collaboration Server (RMX) 1500/1800/2000/4000 Administrator’s Guide
Polycom®, Inc. 293
IVR Provider Entry Queue (Shared Number Dialing)
In an environment that includes a RealPresence DMA system, the Collaboration Server Entry Queue can
be configured to provide the IVR Services on behalf of the RealPresence DMA system to SIP endpoints. It
displays the Welcome Slide, plays the welcome message and retrieves the destination conference ID that
is entered by the participant using DTMF codes.
To enable this feature, a special Entry Queue that is defined as IVR Only Service Provider is created. This
Entry Queue does not forward calls to conferences running on the Collaboration Server and its main
functionality is to provide IVR services.

Call Flow

The SIP participant dials the DMA Virtual Entry Queue number, for example 1000@dma.polycom.com.
The DMA forwards the SIP call to the Collaboration Server, to a special Entry Queue that is configured as
IVR Only Service Provider. The participant is prompted to enter the conference ID using DTMF codes.
Once the participant enters the conference ID, the conference ID is forwarded to the DMA, enabling the
DMA to connect the SIP endpoint to the destination conference or create a new conference and connect
the participant to that conference.

Guidelines for setting the Entry Queue as IVR Provider

●An Entry Queue defined as IVR Only Service Provider does not route the SIP call to a target
conference and it cannot be used to route calls on the Collaboration Server. In such a configuration,
the DMA handles the calls. Therefore, normal Entry Queues must be defined separately.
●Operator Assistance must be disabled in the IVR Service assigned to this Entry Queue.
●Only the conference ID prompts should be configured. Other prompts are not supported in IVR Only
Service Provider configuration.
●PSTN, ISDN, H.323 calls to this Entry Queue are rejected.
●The DMA must be configured to locate the IVR Only Service Provider Entry Queue on the
Collaboration Server. To locate the Entry Queue the DMA requires the Entry Queue’s ID number and
the Collaboration Server Signaling IP address (xxx.xx.xxx.xx).

Configuring the Collaboration Server as IVR Provider

Entry Queue IVR Service

If required, create a special Entry Queue IVR Service in which the Operator Assistance option is disabled,
and only the Conference ID prompts are enabled.