Polycom DOC2066F manual IVR and Entry Queue Services

MGC Manager User’s Guide - VoicePlus Edition

Both Standard and Meeting Room conferences have the same conference parameters. The difference between them is the method by which they are scheduled and started, and what happens to the conference once it ends.

IVR and Entry Queue Services

Interactive Voice Response (IVR) is an application that allows participants to communicate with the conferencing system over the telephone or through their endpoint’s input device (such as a remote control). IVR automates the connection to the conference process and enables the participant to perform various operations during the On Going Conference. By combining the input of the caller with the 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 IVR Services are assigned at the conference level, and different conferences may use different IVR Services, or the same IVR Service may be used for all conferences.

The Entry Queue Service is a subset of the IVR Service and behaves in the same way. An Entry Queue is a special routing lobby to which one or several dial-in numbers are assigned. Participants connect to this lobby and are routed to their destination conferences according to the conference Numeric ID or password that they enter using touch-tone signals (DTMF codes). Different Entry Queues can be defined for video and Audio Only participants, or the same video Entry Queue can be used by audio and video participants provided that the audio algorithm is set to G.711 (telephone standard).

Entry Queues remain in a passive state when there are no participants in the queue and they are automatically activated when a participant dials the Entry Queue number.

For more information on Entry Queue definition, see Chapter 5, “Meeting Rooms and Entry Queues”.

2-5