Polycom DOC2066F manual IVR and Entry Queue Services

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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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