Polycom RMX 1800 IVR Services

Polycom, Inc. 15-1

15

IVR Services

Interactive Voice Response (IVR) is an application that allows participants to communicate

with the conferencing system via their endpoint’s input device (such as a remote control).

The IVR Service includes a set of voice prompts and a video slide used to automate the

participants connection to a conference or Entry Queue. It allows customization of menu

driven scripts and voice prompts to meet different needs and languages.

The IVR module includes two types of services:

• Conference IVR Service that is used with conferences

• Entry Queue IVR Service that is used with Entry Queues

The system is shipped with two default Conference IVR Services (one for the conferences

and the other for gateway calls) and one default Entry Queue IVR Service. The default

services include voice messages and video slides in English.

To customize the IVR messages and video slide perform the following operations:

• Record the required voice messages and create a new video slide. For more

information, see "Creating a Welcome Video Slide” on page 15-30.

• Optional. Add the language to the list of languages supported by the system.

• Upload the voice messages to the MCU (This can be done as part of the language

definition or during the IVR Service definition).

• Create the Conference IVR Service and upload the video slide, and if required any

additional voice messages.

• Optional. Create the Entry Queue IVR Service and upload the required video slide and

voice messages.

IVR Services List

You can view the currently defined Conference IVR and Entry Queue IVR Services in the

IVR Services list pane.

To view the IVR Services list:

1In the Collaboration Server Management pane, expand the Rarely Used list.

2Click the IVR Services () entry.

Contents

Main Page Table of Contents Polycom RMX 1800 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Additional Conferencing Information . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 Cascading Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Entry Queues, Ad Hoc Conferences and SIP Factories . . . . . . . . . . . 7-1 Operator Assistance & Participant Move . . . . . . . . . . . . . . . . . . . . . 10-1 Conference Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1 Conference and Participant Monitoring . . . . . . . . . . . . . . . . . . . . . . . 12-1 Recording Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-1 Users, Connections, and Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1 The Call Detail Record (CDR) Utility . . . . . . . . . . . . . . . . . . . . . . . . . . 17-1 RMX Manager Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-1 Collaboration Server Administration and Utilities . . . . . . . . . . . . . . 19-1 Page System Configuration Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-1 Collaboration Server Hardware Monitoring . . . . . . . . . . . . . . . . . . . . 21-1 Appendix A - Disconnection Causes . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Page Polycom RMX 1800 Overview About the Polycom RMX 1800 Administrators Guide Who Should Read This Guide? Prerequisites How This Guide is Organized About the Polycom RMX 1800 System Network Services Guidelines IP Networks Workstation Requirements Conference Profiles Conferencing Mode AVC Conferencing - Continuous Presence (CP) Conferencing Video Protocol Support in CP Conferences AVC Conferencing Parameters Basic Conferencing Parameters Supplemental Conferencing Features Operator Conferences (CP only Conferences) Default Profile Settings in CP Conferencing Mode This Profile is automatically assigned to the following conferencing entities: Viewing Profiles Profile Toolbar Modifying an Existing Profile Deleting a Conference Profile Defining New Profiles Defining AVC - CP Conferencing Profiles Page 2-12 5Define the following parameters: 6Click the Video Quality tab. The New Profile Video Quality dialog box opens. Page Page 2-16 8Click the Video Settings tab. The New Profile - Video Settings dialog box opens. 9Define the video display mode and layout using the following parameters: Page Page Page Page 12 Define the following parameters: Page The New Profile - IVR dialog box opens. 16 If required, set the following parameters: Page 19 Click the Site Names tab to display the Site Names dialog box. Page Page 2-28 Page Page CP Conferencing Additional Information Overlay Layouts Page Message Overlay for Text Messaging Chinese Font Types Site Names Definition Exporting and Importing Conference Profiles Exporting Conference Profiles Exporting All Conference Profiles from an MCU Exporting Selected Conference Profiles Importing Conference Profiles Page Page Video Protocols and Resolution Configuration for CP Conferencing Video Resolutions in AVC-based CP Conferencing Video Display with CIF, SD and HD Video Connections H.264 High Profile Support in CP Conferences CP Conferencing with H.263 4CIF H.263 4CIF Guidelines The CP Resolution Decision Matrix H.264 Base Profile and High Profile Comparison Page Page Page Page Default Minimum Threshold Line Rates and Resource Usage Summary The following table lists the resource capacity in various Polycom RMX 1800 configurations. Resolution Configuration for CP Conferences Accessing the Resolution Configuration Dialog Box Modifying the Resolution Configuration Resolution Configuration - Basic Resolution Configuration Pane Resolution Configuration - Detailed Page Flag Settings Minimum Frame Rate Threshold for SD Resolution Additional Video Resolutions Page Additional Conferencing Information Content Sharing H.239 Protocol SIP BFCP Content Capabilities Defining Content Sharing Parameters for a Conference Page Content Sharing Parameters in Content Highest Common (Content Video Switching) Mode Content Settings Content Protocols Page Page Page Page Page Selecting a Customized Content Rate Page Modifying the Threshold Line Rate for HD Resolution Content Exclusive Content Mode Page Stopping a Content Session Content Broadcast Control Giving and Cancelling Token Ownership Managing Noisy Content Connections Content Display Flags Forcing Other Content Capabilities Content Sharing via the Polycom CCS Plug-in for Microsoft Lync Clients Video Preview Video Preview Guidelines Workstation Requirements Testing your Workstation Previewing the Participant Video Auto Scan and Customized Polling in Video Layout Enabling Auto Scan and Customized Polling Auto Scan Customized Polling Page Media Encryption Media Encryption Guidelines Mixing Encrypted and Non-encrypted Endpoints in one Conference Direct Connection to the Conference * 4-30 Connection to the Entry Queue * Moving from the Entry Queue to Conferences or Between Conferences * Recording Link Encryption Encryption Flag Settings Enabling Encryption in the Profile Enabling Encryption at the Participant Level Monitoring the Encryption Status Packet Loss Compensation (LPR and DBA) Packet Loss Causes of Packet Loss Effects of Packet Loss on Conferences Lost Packet Recovery Page Page Lecture Mode Enabling Lecture Mode Selecting the Conference Lecturer Page Enabling the Automatic Switching Lecture Mode Monitoring Page Restricting Content Broadcast to Lecturer Muting Participants Except the Lecturer Page Audio Algorithm Support SIP Encryption Mono Stereo Monitoring Participant Audio Properties Page Permanent Conference Enabling a Permanent Conference Cascading Conferences Video Layout in Cascading conferences Flags Controlling Cascade Layouts DTMF Forwarding Play Tone Upon Cascading Link Connection Basic Cascading Basic Cascading using IP Cascaded Link Dialing Directly to a Conference Dialing to an Entry Queue Automatic Identification of the Cascading Link Suppression of DTMF Forwarding Star Cascading Topology Master-Slave Cascading Page Page Page Page Page Page Monitoring Star Cascaded Conferences Cascading Conferences - H.239-enabled MIH Topology MIH Cascading Levels Cascading Topologies MIH Cascading Guidelines in CP Licensing Page Video Layout in Cascading CP Conferences Page Page Page Meeting Rooms Meeting Rooms List Page Meeting Room Toolbar & Right-click Menu The Meeting Room toolbar and right-click menus provide the following functionality: Creating a New Meeting Room Entry Queues, Ad Hoc Conferences and SIP Factories Entry Queues Defining a New Entry Queue Page 7-4 4Click OK. The new Entry Queue is added to the Entry Queues list. Listing Entry Queues Modifying the EQ Properties Transit Entry Queue Setting a Transit Entry Queue Page SIP Factories Creating SIP Factories Page Monitoring Registration Status Ad Hoc Conferencing Page Address Book Viewing the Address Book Displaying and Hiding the Group Members in the Navigation Pane Participants List Pane Information Displaying and Hiding the Address Book Adding Participants from the Address Book to Conferences Adding Individual Participants from the Address Book to Conferences Adding a Group from the Address Book to Conferences Participant Groups Managing Groups in the Address Book Managing the Address Book Adding a Participant to the Address Book Adding a New participant to the Address Book Directly 3Define the following fields: 8-10 Page 8-12 5Define the following Advanced parameters: Substituting E.164 Number in Dial String Adding a Participant from an Ongoing Conference to the Address Book Modifying Participants in the Address Book Deleting Participants from the Address Book Copying or Moving a Participant Searching the Address Book Filtering the Address Book Filtering Address Book Data Using a Predefined Pattern Filtering Address Book Data Using a Custom Pattern Clearing the Filter Obtaining the Display Name from the Address Book Enabling and Disabling the Obtain Display Name from Address Book Feature Enabling and Disabling the Obtain Display Name from Address Book Feature Page Importing and Exporting Address Books Exporting an Address Book Importing an Address Book Page Reservations Resources Reservations Using the Reservation Calendar Toolbar Buttons The toolbar buttons functions are described in Table 9-1. Reservations Views Week View Day View Today View List View Changing the Calendar View Page Scheduling Conferences Using the Reservation Calendar Creating a New Reservation Page Page Page 9-12 Page Managing Reservations Viewing and Modifying Reservations Using the Week and Day views of the Reservations Calendar Page Adjusting the Start Times of all Reservations Deleting Reservations Searching for Reservations using Quick Search Operator Assistance & Participant Move Operator Conferences Defining the Components Enabling Operator Assistance Defining a Conference IVR Service with Operator Assistance Options Page Defining an Entry Queue IVR Service with Operator Assistance Options Defining a Conference Profile for an Operator Conference Page Starting an Ongoing Operator Conference Page Page Saving an Operator Conference to a Template Starting an Operator Conference from a Template Monitoring Operator Conferences and Participants Requiring Assistance Requesting Help Participant Alerts List Audible Alarms Using Audible Alarms Moving Participants Between Conferences Moving Participants Options Page Page Conference Templates Using Conference Templates Toolbar Buttons The Conferences List toolbar includes the following button: Creating a New Conference Template Creating a new Conference Template from Scratch Page Page Saving an Ongoing or AVC-based CP Operator Conference as a Template Starting an Ongoing Conference From a Template Starting an Operator Conference from a Template (AVC Conferencing) Scheduling a Reservation From a Conference Template Page Deleting a Conference Template Exporting and Importing Conference Templates Exporting Conference Templates Exporting All Conference Templates from an MCU Page Exporting Selected Conference Templates Importing Conference Templates Page Conference and Participant Monitoring General Monitoring Conference Level Monitoring Viewing the Properties of an Ongoing CP Conference The Conference Properties - General dialog box with the General tab opens. The following information is displayed in the General tab: 12-4 2Click the Advanced tab. The Conference Properties - Advanced dialog box opens. 3The following information is displayed in the Advanced tab: 4Click the Video Quality tab. The Conference Properties - Video Quality dialog box opens. 12-6 The following information is displayed: 5Click the Video Settings tab to list the video parameters. Page Page Page Page Monitoring Operator Conferences and Participants Requiring Assistance (CP Conferences) Requesting Help Request to Speak Participant Alerts List Participant Level Monitoring Displaying Participants Properties IP Participant Properties 12-16 Page Page Page Page Page 12-22 Page Page Page Monitoring SIP BFCP Content Detecting SIP Endpoint Disconnection Page Recording Conferences Creating Multiple Virtual Recording Rooms on the RSS Configuring the Collaboration Server to Enable Recording Defining the Recording Link Page Enabling the Recording Features in a Conference IVR Service Enabling the Recording in the Conference Profile Page Recording Link Encryption Recording Link Encryption Flag Setting Recording Link Settings Managing the Recording Process Recording Link Layout Using the Collaboration Server Web Client to Manage the Recording Process 13-10 Using DTMF Codes to Manage the Recording Process Page Users, Connections, and Notes Users User Types Administrator Administrator Read-only Listing Users Adding a New User Deleting a User Changing a Users Password Disabling a User Enabling a User Renaming a User Machine Account Monitoring Active Directory Connections Viewing the Connections List Notes Using Notes Page IVR Services IVR Services List 15-2 IVR Services Toolbar The IVR Services toolbar provides quick access to the IVR Service definitions as follows: Adding Languages Uploading a Message File to the Collaboration Server Table15-2 lists the Message Types for each category: Defining a New Conference IVR Service Defining a New Conference IVR Service Page Page 9Select the various voice messages and options for the chairperson connection. 10 Click the Conference Password tab. Page Page 15-12 Page Page Page Page Page Change to Chairperson Entry Queue IVR Service Defining a New Entry Queue IVR Service Page Page Page Setting a Conference IVR Service or Entry Queue IVR Service as the Default Service Page Modifying the Conference or Entry Queue IVR Service Properties Replacing the Music File Adding a Music File Creating Audio Prompts and Video Slides Recording an Audio Message Page Page Creating a Welcome Video Slide Default IVR Prompts and Messages The system is shipped with the following audio prompts and messages: 15-32 Volume Control of IVR Messages, Roll Call and Music IP Network Services IP Network Services Management Network (Primary) Default IP Service (Conferencing Service - Media and signaling) Modifying the Management Network Page Page Page Page Modifying the Default IP Network Service Page Page 16-10 6Click the Gatekeeper tab. 7 Modify the following fields: Page Page Page 16-14 11 View or modify the following fields: Page 16-16 14 Click the Security tab. 15 Modify the following fields: Ethernet Settings IP Network Monitoring Page 3Click the H.323 tab. The H.323 tab displays the following fields: Page NAT (Network Address Translation) Traversal Deployment Architectures Remote Connection Using the Internet Page FW (Firewall) NAT Keep Alive System Configuration in SBC environments 16-26 Polycom RMX 1800 Network Port Usage The following table summarizes the port numbers and their usage in the Polycom RMX 1800: Page LAN Redundancy Requirements Media, Signaling and Management Redundancy Hardware Monitor Indications Page Multiple Network Services Resource Allocation and Capacity Using Multiple Network Service Enabling Multiple Network Service Defining New IP Network Service Page Setting a Network Service as Default Ethernet Settings Signaling Host IP Address and MCU Prefix in GK Indications Conference Profile Page Reserving Video Resources for a Conference Monitoring Conferences Resource Report Port Gauge Indications The Call Detail Record (CDR) Utility The CDR File CDR File Formats Multi-Part CDR Files CDR File Contents Viewing, Retrieving and Archiving Conference Information Viewing the Conference Records Multi-part CDR File display Refreshing the CDR List Retrieving and Archiving Conference CDR Records RMX Manager Application Installing the RMX Manager Page Starting the RMX Manager Application Connecting to the MCU Page RMX Manager Main Screen MCUs Pane Conferences Pane Collaboration Server Management List Pane Status Bar Address Book Conference Templates Adding MCUs to the MCUs List Starting a Conference Starting a Conference from the Conferences Pane Starting a Reservation Starting an Ongoing Conference or Reservation From a Template Monitoring Conferences Grouping the Participants by MCU Start Monitoring/Stop Monitoring Modifying the MCU Properties Disconnecting an MCU Removing an MCU from the MCUs Pane Changing the RMX Manager Language Import/Export RMX Manager Configuration Page Page Collaboration Server Administration and Utilities System and Participant Alerts System Alerts Page Participant Alerts RMX Time Altering the clock Resource Management Resource Capacity The following table lists the resource capacity in various 19-6 Resource Usage AVC Conferencing - Continuous Presence Forcing Video Resource Allocation to CIF Resolution Page Resource Report Displaying the Resource Report Page Port Usage Threshold Setting the Port Usage Threshold SIP Dial-in Busy Notification Port Usage Gauge System Information 19-14 SNMP (Simple Network Management Protocol) MIBs (Management Information Base) Traps MIB Files Private MIBs Support for MIB-II Sections The following table details the MIB-II sections that are supported: The Alarm-MIB MIB used to send alarms. When a trap is sent, the Alarm-MIB is used to send it. H.341-MIB (H.341 H.323) Unified MIB 19-18 Traps Figure 1 An Example of a ColdStart Trap Figure 2 An Example of an Authentication Failure Trap Status Trap RMX MIB entities that do not generate traps. Page Defining the SNMP Parameters in the Collaboration Server Page 19-24 10 Define the following parameters: 11 Click the Add button to add a new Manager terminal. Page Page Page 19-28 15 Define the following parameters: Audible Alarms Using Audible Alarms Audible Alarm Permissions Stop Repeating Message Configuring the Audible Alarms User Customization Replacing the Audible Alarm File Page Multilingual Setting Customizing the Multilingual Setting Banner Display and Customization Non-Modifiable Banner Text Sample 1 Banner Sample 2 Banner Sample 3 Banner Sample 4 Banner Customizing Banners Banner Display Login Screen Banner Main Screen Banner Software Management Backup and Restore Guidelines Using Software Management Ping Collaboration Server Using Ping Notification Settings Page Logger Diagnostic Files Information Collector Standard Security Mode Using the Information Collector Step 1: Creating the Information Collector Compressed File Step 2: Saving the Compressed File Step 3: Viewing the Compressed File Auditor Auditor Files Auditor Event History File Storage Retrieving Auditor Files Auditor File Viewer Page Audit Events Alerts and Faults 19-50 Transactions Table 2 lists Transactions that are recorded by the Auditor. ActiveX Bypass Installing ActiveX Page Resetting the Collaboration Server (RMX) Page Page System Configuration Flags Modifying System Flags 20-2 Page 20-4 20-6 Page 20-8 5Click OK to close the Update Flag dialog box. 6Repeat steps 24 to modify additional flags. Manually Adding and Deleting System Flags Page 20-12 Page 20-14 Page 20-16 20-18 Page Manually Adding Flags to the CS_MODULE_PARAMETERS Tab Deleting a Flag Auto Layout Configuration Customizing the Default Auto Layout 20-22 Automatic Password Generation Flags Enabling the Automatic Generation of Passwords Page Page Collaboration Server Hardware Monitoring Viewing the Status of the Hardware Components Hardware Monitor Pane Tool bar Viewing the Properties of RMX 1800 Hardware Components Page Page Page Page Resetting the RMX 1800 DSP cards Temperature Thresholds Appendix A Disconnection Causes IP Disconnection Causes A-2 Page A-4 Page A-6 Appendix B Active Alarms B-2 Page Page B-6 Page B-8 B-10 Appendix C CDR Fields - Unformatted File C-2 The Conference Summary Record Event Records Standard Event Record Fields C-4 Event Types Page C-6 Page C-8 C-10 Event Specific Fields The following tables describe the fields which are specific to each type of event. Page C-12 Page C-14 Page C-16 Page C-18 Page C-20 Page C-22 Page C-24 Page C-26 C-28 Page C-30 Page C-32 Disconnection Cause Values C-34 Page C-36 MGC Manager Events that are not Supported by the Collaboration Server Page Page Appendix D Ad Hoc Conferencing Ad Hoc Conferencing System Settings for Ad Hoc Conferencing Ad Hoc Settings Appendix E Participant Properties Advanced Channel Information Page Page Page Appendix F Configuring Direct Connections to the Collaboration Server Management Network (Primary) Configuring the Workstation Page Connecting to the Management Network Page Page Page Appendix G SIP RFC Support G-2