Polycom DOC2066F manual Operations Performed Using IVR Services, IVR/Entry Queue Stages

MGC Manager User’s Guide - VoicePlus Edition

IVR/Entry Queue Stages

Participants in a conference using IVR for connecting automatically to the conference and for control functionality can be in one of the following statuses:

•Greeting - the participant connects to the MCU, enters the IVR queue, and hears the audio messages of the menu. If an Entry Queue is used for conference access, the greeting stage may be made up of two steps: general greeting in the Entry Queue and individual greeting in the IVR queue when connecting to conference.

•Conferencing - the participant is connected to the conference.

In attended conferences, two additional stages are available: Attended and On Hold. Attended status indicates that the participant is being assisted by the operator in an Operator Conference. On Hold status indicates that the participant was placed on hold and hears background music while waiting for the operator.

If not set otherwise, the participant is automatically moved from the queue (Greeting stage) to the conference (Conferencing stage).

If an Entry Queue is used in conjunction with an IVR Service assigned to the conference, the caller is automatically transferred from the Entry Queue to the IVR Service. If not set otherwise, the participant is automatically moved from the IVR (Greeting stage) to the conference (Conferencing stage).

Operations Performed Using IVR Services

In IVR-enabled conferences, various operations can be performed by the operator or the conference chairperson. These operations are available only when an IVR Service is assigned to the conference. The IVR software module enables the operator to perform the following operations using the MGC Manager application or the MGC WebCommander application. These operations are described in Chapter 7, Attended Conferencing.

The IVR software module enables participants and the conference chairperson to perform the following operations from their endpoints using DTMF codes. For a list of default DTMF codes, see Chapter 4, “Managing Conferences Using DTMF Codes”.

6-3