Chapter 5 - Monitoring Conferences
5-2
General Monitoring
You monitor a conference 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 from the same or different MCUs simultaneously. The On Going
Conference information is easily available and clearly represented.
Participants in IVR enabled conferences can be in one of the following stages:
Greeting (Welcome), Attended, On Hold, and Conferencing.
Using an IVR service, the participant is guided to the conference using a
voice-prompt menu and DTMF input from the participant endpoint. The
connection is automated, but an Operator is at hand to assist the caller.
In IVR enabled conferences set as Attended with Operator assistance, the
Operator controls the participant connection to the conference moving the
participant from one stage to another. The move is performed either
interactively using drag-and-drop, using the right-click pop-up menu, or the
appropriate buttons on the Attended Participant Conference toolbar. Special
icons are used to indicate the participant status in an attended conference.
•In the Greeting state, the participants connect to the Entry Queue or
directly to an IVR-enabled conference where they hear a welcome
message (and view a welcome video slide) and are guided through their
connection process using voice prompts. In the Entry Queue, participants
are routed to the destination conference according to conference
Numeric ID they enter. Participants connecting directly to an IVR-
enabled conference are allowed in to the conference once they have
entered the appropriate conference or chairperson password. If the Entry
Queue or the IVR-enabled conference is set to Attended mode (The
Entry Queue service or the IVR service is configured to “wait for
Operator Assistance”), the participants are moved to the Participants
Queue where they wait for the operator to connect them to the
conference.
•In the Attended state, the participant is moved to the Operator
conference, where after a short conversation with the participant, the
Operator moves the participant to the appropriate conference (Home
conference) or places the participant on hold.