Polycom Version 8.4 IVR Services

Polycom®, Inc. 409

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.

●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.

The list pane displays the Conference IVR Services list and the total number of IVR services currently

defined in the system.

Contents

Main End User License Agreement Patent Information Open Source Software Used in this Product Disclaimer Limitation of Liability Contents Defining SVC and Mixed CP and SVC Conference Profiles . . . . . . . . . . . . . . . . 74 Video Protocols and Resolution Configuration for CP Conferencing . . . . . . . . 87 Page Implementing Media Encryption for Secured Conferencing . . . . . . . . . . . . . . 127 Setting Conferences for Telepresence Mode (AVC CP) . . . . . . . . . . . . . . . . . . 136 Page Entry Queues, Ad Hoc Conferences and SIP Factories . . . . . . . . . . . . . . . . . . 195 Page Page Polycom Conferencing for Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . 289 Page Page Page Page Page Page Appendix D - Ad Hoc Conferencing and External Database Authentication . 684 Appendix H - Integration Into Microsoft Environments . . . . . . . . . . . . . . . . . . 709 Page Page Appendix I - Polycom Open Collaboration Network (POCN) . . . . . . . . . . . . . . 812 Page Page Overview Who Should Read This Guide? Prerequisites How This Guide is Organized Page Network Services Guidelines IP Networks Workstation Requirements Page Page Conferencing Modes Overview AVC Conferencing Continuous Presence (CP) Conferencing Page CP conferencing is defined in the Conference profile by setting the following main features: Video Protocol Support in CP Conferences AVC Supplemental Conferencing Features SVC-based Conferencing Page Advantages of SVC Conferencing SVC Conferencing Guidelines MCU Supported Resolutions for SVC Conferencing Page Mixed CP and SVC Conferencing MCU Resource Capacities for Mixed CP and SVC Conferences Page Using Conference Profiles Conferencing Parameters Defined in a Profile Page Default Profile Settings in CP Conferencing Mode : Default Profile Settings in SVC Only Conferencing Mode Default Profile Settings in a Mixed CP and SVC Conferencing Mode : This Profile is automatically assigned to the following conferencing entities: Viewing the List of Conference Profiles To list Conference Profiles: Profiles Toolbar Modifying an Existing Profile To modify the Profile properties: Deleting a Conference Profile To delete a Conference Profile: Defining New Profiles To define a new Profile: Exporting and Importing Conference Profiles Guidelines for Exporting and Importing Conference Profiles Exporting Conference Profiles Exporting All Conference Profiles from an MCU To export all Conference Profiles from an MCU: Exporting Selected Conference Profiles To export selected Conference Profiles: Importing Conference Profiles To import Conference Profiles: Page Defining AVC-Based Conference Profiles Defining AVC CP Conferencing Profiles To define a new CP Profile: Page Page Page Page 6 For CP Conferences only: Click the Gathering Settings tab. Page Page Page 10 Click the Video Settings tab. The New Profile - Video Settings dialog box opens. 11 Define the video display mode and layout using the following parameters: Page Page 13 Click the Audio Settings tab. Page Page Page 17 Click the IVR tab. The New Profile - IVR dialog box opens. 18 If required, set the following parameters: Page 20 Define the following parameters: Page Page Page Page Page 24 Define the following fields: Page Page Page Page Page Additional Information for Setting CP Profiles Gathering Phase Gathering Phase Guidelines Gathering Phase Duration Enabling the Gathering Phase Display Overlay Layouts Guidelines for using the Overlay Layouts Page Site Names Definition Shorten the Site Name Display Page Sending Text Messages During a Conference Using Message Overlay Selecting the Chinese Font for Text Display Selecting the Chinese Font Page Defining SVC and Mixed CP and SVC Conference Profiles Defining SVC Conference Profiles To define SVC Only Profile: Page Page 6Define the following supported parameters: Page Page Page Page 13 If required, set the following parameters: Page Page Defining Mixed CP and SVC Conferencing Profiles To configure a mixed AVC and SVC conference: 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 Video Resource Usage H.264 Base Profile and High Profile Comparison Page Default Minimum Threshold Line Rates and Resource Usage Summary Resolution Configuration for CP Conferences Guidelines Modifying the Resolution Configuration Page Maximum CP Resolution Pane Limiting Maximum Resolution Resolution Configuration - Detailed Resolution Configuration Sliders Page Flag Settings Minimum Frame Rate Threshold for SD Resolution Additional Video Resolutions w448p Resolution Page Packet Loss Compensation Enabling Support of the w448p Resolution Collaboration Server System Flag Settings Additional Intermediate Video Resolutions Sharing Content During Conferences Content Control Protocols Guidelines for Controlling Content Protocol Supported Content Control Protocols Content Sharing Using H.239 Protocol Content Sharing Using BFCP Protocol Guidelines for Using SIP BFCP Content Content Sharing via Polycom CSS Plug-in for Microsoft Lync Clients BFCP support in dial-out Connections Content Sharing Using People+Content Protocol Guidelines for Content Sharing Using People+Content Protocol Content Media Protocols Content Transmission Methods Content Video Switching Highest Common Content Setting Highest Common Calculation Fixed Rate Multiple Content Resolutions Guidelines for Sharing Contents using Multiple Content Resolutions Content Settings Customized Content Rate in AVC CP Conferences MCU Usage Modes of Content Protocols H.263 (AVC CP Conferences) H.263 & H.264 Auto Selection (AVC Conferences) H.264 Cascade and SVC Optimized H.264 HD (AVC CP default) H.264 Content Sharing Properties Guidelines for Sharing Content Using H.264 HD Setting the Minimum Content Rate for Each Content Quality Setting for H.264 HD Content Sharing Related Issues Sharing Content in Cascaded Environments Sending Content to Legacy Endpoints (CP Only) Guidelines for Sending Content to Legacy Endpoints Content Display on Legacy Endpoints Sending Content to Legacy Endpoints in Telepresence Mode Exclusive Content Mode Guidelines for Sharing Content in Exclusive Content Mode Forcing Other Content Capabilities Managing Noisy Content Connections Useful Procedures in Content Sharing Defining Content Sharing Parameters for a Conference To set the content sharing parameters: Page Page Page Selecting a Customized Content Rate in AVC CP Conferences To Select the Customized Content Rate: Sharing Content in Multiple Content Resolutions Mode To enable Multiple Content Resolutions: Changing the Default Layout for Content Display on Legacy Endpoints To modify System Flags: Giving and Cancelling Token Ownership (AVC Participants) To give token ownership: Stopping a Content Session Content Sharing Reference Tables Resolutions and Content Rate Reference Tables The table below describes the resolution as negotiated by the MCU according to the content rate. H.263 Content Rate Table The table below describes the content rates for both Highest Common and Fixed content bit rates. H.264 Highest Common Content Rates Table Sharing Content During Conferences Polycom, Inc. 124 H.264 Cascade and SVC Optimized (Fixed) Content Rates Table Highest Common Content Bit Rate for H.264 Base Profile Content Settings / MCU Graphics 33% Hi-res Graphics 50% Live Video 66% Legacy Content Endpoint Default Layouts Table Page Implementing Media Encryption for Secured Conferencing Media Encryption Guidelines Mixing Encrypted and Non-encrypted Endpoints in one Conference Direct Connection to the Conference * System Flag = FORCE_ENCRYPTION_FOR_UNDEFINED_PARTICIPANT_IN_WHEN_AVAILABLE_MODE Connection to the Entry Queue Moving from the Entry Queue to Conferences or Between Conferences * System Flag = FORCE_ENCRYPTION_FOR_UNDEFINED_PARTICIPANT_IN_WHEN_AVAILABLE_MODE Recording Link Encryption Enabling Media Encryption for a Conference Media encryption is enabled at three levels: MCU level - Setting the Encryption Flags Setting the Encryption Flags To modify the Encryption flags: Enabling Encryption in the Profile To enable encryption at the conference level: Enabling Encryption at the Participant Level To enable encryption at the participant level: Monitoring the Encryption Status Page Setting Conferences for Telepresence Mode (AVC CP) Collaboration Server Telepresence Mode Guidelines System Level Conference Level Automatic Detection of Immersive Telepresence (ITP) Sites Horizontal Striping Page Page Page Room Switch Telepresence Layouts Telepresence Display Decision Matrix Guidelines for Managing the Room Switch Telepresence Layouts by the MCU Sending Content to Legacy Endpoints in Telepresence Guidelines for Sending Content to Legacy Endpoints in Telepresence Content Display on Legacy Endpoints in Telepresence Conferences Enabling Telepresence Mode To enable Telepresence in a new or existing Conference Profile: Page Monitoring Telepresence Mode Monitoring Ongoing Conferences Page Creating Multiple Cascade Links Between Telepresence Conferences Guidelines for Creating Multiple Cascading Links between Conferences Enabling and Using Multiple Cascade Links Page Creating a Link Participant Link Participant in the Dial Out RMX Page Participant Link in the Dial In RMX Participant Link is un-defined Participant Link is a defined Monitoring Multiple Cascade Links Disconnection Causes Page Additional Conferencing Information Video Preview (AVC Participants Only) Video Preview Guidelines Workstation Requirements to Display Video Preview Testing your Workstation To ensure that your workstation can display the video preview window: Previewing the Participant Video To preview the participant video: Auto Scan and Customized Polling in Video Layout (CP Conferences Only) Guidelines for Using Auto Scan and Customized Polling Enabling the Auto Scan and Customized Polling (CP Only Conferences) Enabling the Auto Scan To enable Auto Scan: Customized Polling To define the scanning order in the Customized Polling tab: Packet Loss Compensation (LPR and DBA) AVC CP Packet Loss Causes of Packet Loss Effects of Packet Loss on Conferences Lost Packet Recovery Lost Packet Recovery Guidelines Page Page Network Quality Indication (AVC Endpoints) Network Quality Levels Indication Threshold Values Guidelines for Displaying the Network Quality icons Customizing Network Quality Icon Display Page Lecture Mode (AVC CP Only) Enabling Lecture Mode Selecting the Conference Lecturer To select the lecturer and enable the Lecture Mode while starting the conference: To select the lecturer and enable the Lecture Mode during the ongoing conference: Enabling the Automatic Switching Lecture Mode Monitoring To control the Lecture Mode during an Ongoing Conference: Page Restricting Content Broadcast to Lecturer When enabled, the following rules apply: Muting Participants Except the Lecturer (AVC CP Only) Guidelines for Muting all the Participants Except the Lecturer Page Audio Algorithm Support Audio Algorithm Support Guidelines SIP Encryption Mono Stereo The Siren 22Stereo, and SirenLPR audio algorithms are supported at the following bit rates. Monitoring Participant Audio Properties To view the participants properties during a conference: Automatic Muting of Noisy Endpoints Enabling or Disabling the Automatic Muting of Noisy Endpoints To disable/enable the automatic muting of noisy endpoints in the Conference Profile: Enabling or Disabling the Automatic Muting of Noisy Endpoints at the MCU Level To modify the system flag setting: Permanent Conference Enabling a Permanent Conference Cascading Conferences Video Layout in Cascading conferences (CP and mixed CP and SVC) Page Flags controlling Cascade Layouts Basic Cascading Basic Cascading using IP Cascaded Link Dialing Directly to a Conference Dialing to an Entry Queue Automatic Identification of the Cascading Link System Flag Settings Meeting Rooms Meeting Rooms List To list Meeting Rooms: Use Time Out as DTMF Delimiter Meeting Room Toolbar & Right-Click Menu Creating a New Meeting Room To create a new meeting room: Entry Queues, Ad Hoc Conferences and SIP Factories Entry Queues Defining a New Entry Queue Page Page 4Click OK. The new Entry Queue is added to the Entry Queues list. Listing Entry Queues To view the list of Entry Queues: Modifying the EQ Properties To modify the EQ: Transit Entry Queue IVR Provider Entry Queue (Shared Number Dialing) Call Flow Guidelines for Setting the Entry Queue as IVR Provider Configuring the Collaboration Server as IVR Provider Entry Queue IVR Service SIP Factories Creating SIP Factories To create a new SIP Factory: 4Click OK. The new SIP Factory is added to the list. Page Monitoring Registration Status Ad Hoc Conferencing Address Book Page Displaying and Hiding the Group Members in the Navigation Pane To expand the group to view the group members: To move up to the next level and view the members in the upper level: To collapse a group: Participants List Pane Information Adding Participants from the Address Book to Adding Individual Participants from the Address Book to Conferences To add a participant to a new conference or an ongoing conference: Adding a Group from the Address Book to Conferences To add a group to a new conference or an ongoing conference: Participant Groups Managing Groups in the Address Book To manage the groups in the Address Book: To drag a group from a location in the address book to another location: Managing the Address Book Adding a Participant to the Address Book Adding a New participant to the Address Book Directly To add a new participant to the Address Book: 3Define the following fields: Page Page Page Substituting E.164 Number in Dial String Guidelines for Substituting E.164 Number in Dial String Adding a Participant from an Ongoing Conference to the Address Book To add a participant from the conference to the Address Book: Modifying Participants in the Address Book To modify participant properties in the Address Book: Deleting Participants from the Address Book To delete participants from the Address Book: Copying or Moving a Participant To copy or move a participant to another group: To drag a participant from an address book group to another group: Searching the Address Book To search for participants or groups in the current selected level: Filtering the Address Book Filtering Address Book Data Using a Predefined Pattern To filter the data in an address book group: Filtering Address Book Data Using a Custom Pattern To filter the data in an address book group: Page Clearing the Filter To clear the filter and display all entries: Obtaining the Display Name from the Address Book Guidelines for Obtaining the Display Name from the Address Book Enabling and Disabling the Obtain Display Name from Address Book Feature To enable or disable the Obtain Display Name from Address Book option: Importing and Exporting Address Books Exporting an Address Book To Export an Address Book: Importing an Address Book To Import and Address Book: Page Collaboration Server Side Page Scheduling Reservations Guidelines for Scheduling Reservations System Resources Reservations Using the Reservation Calendar To open the Reservation Calendar: In the RMX Management pane, click the Reservation Calendar button ( ). Toolbar Buttons The toolbar buttons functions are described in the table below. Reservations Views Week View Day View Page Page Page To return to Calendar View: Scheduling Conferences Using the Reservation Calendar Creating a New Reservation Method I To create a reservation with default duration of 1 hour: Method II To create a reservation with default duration of hour: Page Page 5Adjust the new reservations schedule by modifying the fields as described in the table below. Page Page Managing Reservations Viewing and Modifying Reservations Using the Week and Day views of the Reservations Calendar To move the Reservation to another time slot: To change the Reservations Start time: To change the Reservations End time: To View or Modify Reservations using the Reservation Properties dialog box: Adjusting the Start Times of all Reservations Page Deleting Reservations To delete a single reservation: To delete all recurrences of a reservation: Searching for Reservations using Quick Search To search for reservations: To clear the search and display all reservations: Operator Assistance & Participant Move Operator Conferences Operator Conference Guidelines Defining the Components Enabling Operator Assistance Defining a Conference IVR Service with Operator Assistance Options Page 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 To start a conference from the Conference pane: Page Page Saving an Operator Conference to a Template To save an ongoing Operator conference as a template: Starting an Operator Conference from a Template To start an ongoing Operator conference from an Operator Template: Monitoring Operator Conferences and Participants Requiring Assistance Requesting Help Participant Alerts List Audible Alarms Using Audible Alarms Moving Participants Between Conferences Move Guidelines Moving Participants Options Moving a Participant Interactively Conference Templates Using Conference Templates Toolbar Buttons Creating a New Conference Template Creating a new Conference Template from Scratch To create a new Conference Template: Page Page Page Page Page Page Page Starting an Ongoing Conference From a Template To start an ongoing conference from a Template: Starting an Operator Conference from a Template (AVC Conferencing) To start an ongoing Operator conference from an Operator Template: Scheduling a Reservation From a Conference Tem pl at e To schedule a Reservation from a Conference Template: Page Deleting a Conference Template To delete Conference Templates: Exporting and Importing Conference Templates Exporting Conference Templates Exporting All Conference Templates from an MCU To export all Conference Templates from an MCU: Page Exporting Selected Conference Templates To export selected Conference Templates: Importing Conference Templates To import Conference Templates: Page Page Polycom Conferencing for Microsoft Outlook Setting up the Calendaring Solution The following steps are performed to set up the Calendaring solution: To configure the Collaboration Servers Exchange Integration Configuration: Option 1 - Using default Exchange Server settings aDefine the following fields: bClick OK. Option 2 - Using an alternate Primary SMTP Mailbox aDefine the following fields: bClick OK. Page Calendaring Guidelines Page Creating and Connecting to a Conference Creating a Conference Connecting to a Conference Collaboration Server Standalone Deployment Collaboration Server and Polycom RealPresence DMA System Deployment Polycom Solution Support Conference and Participant Monitoring General Monitoring Conference Level Monitoring Viewing the Properties of Ongoing CP and Mixed CP and SVC To view the parameters 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: 2Click the Advanced tab. The Conference Properties - Advanced dialog box opens. 3The following information is displayed in the Advanced tab: Page Page The Conference Properties - Video Quality dialog box opens. The following information is displayed: Page 6Click the Video Settings tab to list the video parameters. Page Page Viewing the Properties of Ongoing SVC-based Conferences To view the parameters of an ongoing SVC conference: The Conference Properties - General dialog box with the General tab opens. 2The following information is displayed in the General tab: 3Click the Advanced tab. The Conference Properties - Advanced dialog box opens. 4The following information is displayed in the Advanced tab: Page Page Page Page Requesting Help Request to Speak Participant Alerts List Participant Level Monitoring Page Page Page Page Page Page 3Click on the Channel Status tab to view the status of the various channels. The following parameters are displayed: Page In the Channel Status - Advanced tab, channels can be selected for viewing additional information: Page Page Page Monitoring SIP BFCP Content Detecting Endpoint Disconnection Detecting SIP Endpoint Disconnection H323 Endpoint Disconnection Detection Configuring the System Flag Page Recording Conferences Creating Multiple Virtual Recording Rooms on the RSS Configuring the Collaboration Server to Enable Recording Defining the Recording Link To define a Recording Link: Page Enabling the Recording Features in a Conference IVR Service To modify the default recording settings for an existing Conference IVR Service: Enabling the Recording in the Conference Profile To enable recording for a conference: Page Recording Link Encryption Recording Link Encryption Guidelines: Recording Link Encryption Flag Setting Recording Link Settings Managing the Recording Process Recording Layout Using the Collaboration Server Web Client to Manage the Recording Process To manage the recording process using the right-click menu: To manage the recording process using the Conference toolbar: In the Conferences pane, click one of the following buttons in the Conference tool bar. Using DTMF Codes to Manage the Recording Process Users, Connections, and Notes Collaboration Server Users User Types Administrator Administrator Read-only Listing Users To view the users currently defined in the system: Adding a New User To add a new user to the system: Deleting a User Changing a Users Password To change a users password: Disabling a User To disable a user: Enabling a User To enable a user: Renaming a User To rename a user: Machine Account Guidelines for defining a machine account Monitoring Active Directory Connections Viewing the Connections List To list the users who are currently connected to the MCU: Notes Using Notes To create a note: To open or edit a note: IP Network Services IP Network Services Management Network (Primary) Default IP Service (Conferencing Service - Media and signaling) Modifying the Management Network in the RealPresence Collaboration Server 800s To view or modify the Management Network Service: Page 4Click the Routers tab. 5Modify the following fields: Page 6Click the DNS tab. 7Modify the following fields: RealPresence Collaboration Server 800s - Default Management Network Service DNS Modifying the Default IP Network Service in the RealPresence Collaboration Server 800s Fast Configuration Wizard To view or modify the Default IP Service: 3Modify the following fields: Page Page Page Page 10 If required, click the QoS tab. Page Page 12 Click the SIP Servers tab. 13 Modify the following fields: Page 14 Click the Security tab. 15 Modify the following fields: Page Page Viewing the Management Network in the RealPresence Collaboration Server Virtual Edition To view the Management Network Service: The following fields can be viewed, but can not be modified: Page Page 4Click the DNS tab. The following fields can be modified, but their values will not be applied: IP Network Monitoring To monitor signaling status: Page 3Click the H.323 tab. The H.323 tab displays the following fields: Page 5Click the ICE Servers tab. The ICE Servers tab displays the following fields: Using IPv6 Networking Addresses for Collaboration Server Internal and External Entities Collaboration Server Internal Addresses Default Management Network Service External Entities IPv6 Guidelines Ethernet Settings To modify the automatic LAN port configuration: NAT (Network Address Translation) Traversal Session Border Controller (SBC) Deployment Architectures Remote Connection Using the Internet Business to Business Connections The following Business to Business connection call flow options are supported: FW (Firewall) NAT Keep Alive To enable and modify FW NAT Keep Alive: System Configuration in SBC environments SIP Proxy Failover With Polycom Distributed Media Application (DMA) 7000 Page LAN Redundancy Configuration Requirements Signaling and Media Redundancy Hardware Monitor Indications Multiple Network Services Resource Allocation and Capacity First Time Installation and Configuration Connecting the Cables to the RealPresence Collaboration Server 800s Collaboration Server Configuration System Flags and License Settings IP Network Service Definition To add new/additional Network Services: Page Page Page Setting a Network Service as Default To designate an IP Network Service as the default IP Network Service: Signaling Host IP Address and MCU Prefix in GK Indications Resolution Configuration Conference Profile Signaling Monitor Conferencing Defining AVC Dial Out Participants Monitoring Conferences Resource Report Port Gauge Indications IVR Services IVR Services List To view the IVR Services list: IVR Services Toolbar The IVR Services toolbar provides quick access to the IVR Service definitions as follows: Adding Languages To add a language: Uploading a Message File to the Collaboration Server To upload messages to the MCU: Page Defining a New Conference IVR Service Defining a New Conference IVR Service To define a new Conference IVR Service: 2Define the following parameters: Page Page Page Page Page Page Page Page Page Page Page Page Change to Chairperson Controlling the receipt of in-band and out-of-band DTMF Codes Entry Queue IVR Service Defining a New Entry Queue IVR Service To set up a new Entry Queue IVR Service: 3Fill in the following parameters: Page Page Page Page Setting a Conference IVR Service or Entry Queue IVR Service as the Default Service To select the default Conference IVR Service: Modifying the Conference or Entry Queue IVR Service Properties To modify the properties of an IVR Service: Replacing the Music File Adding a Music File To replace the Music file: Creating Audio Prompts and Video Slides Recording an Audio Message To define the format settings for audio messages: Page To record a new audio message: Page Creating a Welcome Video Slide To create a welcome video slide: Inviting Participants using DTMF Invite Call Flow Entering Additional DTMF Codes Error Handling Enabling the Invite Participants using DTMF Option To enable the Invite Participant using DTMF on the Collaboration Server: Page Page Disabling the Invite Participant Option To disable the Invite Participant option: External IVR Service Control IVR Services Support with TIP Protocol Guidelines for TIP Support with IVR Services Default IVR Prompts and Messages The system is shipped with the following audio prompts and messages: Page Page Page Volume Control of IVR Messages, Roll Call and Music To control the volume of IVR music, Roll Call and messages: IVR Services in TIP-Enabled Conferences IVR Services in TIP-Enabled Conferences Guidelines Entry Queue and Virtual Entry Queue Access Configuring the Conference and Entry Queue IVR Services Call Detail Record (CDR) Utility The CDR File Properties CDR File Formats Multi-Part CDR Files Enabling the Multi-Part CDR Option CDR File Contents Viewing, Retrieving and Archiving Conference Information Viewing the Conference Records To open the CDR utility: Multi-part CDR File display Refreshing the CDR List To refresh the CDR list: Retrieving and Archiving Conference CDR Records To retrieve and archive CDR records: RMX Manager Application Installing the RMX Manager Application Accessing or downloading the RMX Manager Installer Accessing the RMX Manager Application Installer Directly from the MCU Downloading the Installation files from Polycom Support Site Accessing the RMX Manager Installer from the Login screen Installing the RMX Manager on Your Workstation Page Installing the RMX Manager for Multi-User Capability To install the RMX Manager for Multiple Users: Page Starting the RMX Manager Application To use the browser: To use the Windows Start menu: Connecting to the MCU To connect the RMX Manager to an MCU: Page RMX Manager Main Screen MCUs Pane Page MCUs Toolbar Conferences Pane Starting a new conference Collaboration Server Management List Pane Status Bar System Alerts Participant Alerts Address Book Conference Templates Adding MCUs to the MCUs List To add a Collaboration Server unit: 2Define the following parameters: Starting a Conference Starting a Conference from the Conferences Pane To start a conference from the Conference pane: Starting a Reservation To start a conference from the Reservation Calendar: Starting an Ongoing Conference or Reservation From a Template To start an ongoing conference or a reservation from a Template: Monitoring Conferences To list participants from several conferences (running on the same or different MCUs): Grouping the Participants by MCU Page Page Modifying the MCU Properties To view and/or modify the MCU Properties: Disconnecting an MCU To disconnect an MCU: Removing an MCU from the MCUs Pane To Remove an MCU from the list: Changing the RMX Manager Language To select a language: Import/Export RMX Manager Configuration Page Page Administration and Utilities System and Participant Alerts System Alerts To view the System Alerts list: Participant Alerts To view the Participants Alerts list: RMX Time Altering the clock To Alter the MCU Time: Page Resource Management Resource Capacity MCU Capacities in CP Only Conferencing and SVC Only Conferencing Resource Usage in SVC Conferencing MCU Capacities in Mixed CP and SVC Conferencing AVC Conferencing - Voice Forcing Video Resource Allocation to CIF Resolution To force CIF resource: To cancel the forcing of CIF resource: Resource Reports Displaying the Resource Report In the main toolbar, click Administration > Resource Report. For each resource type, the Resource Report includes the following columns: Page Resource Capacities in AVC CP, SVC and Mixed Mode Conferences Port Usage Threshold Setting the Port Usage Threshold To Set the Port Usage Threshold: SIP Dial-in Busy Notification Port Usage Gauge System Information To view the System Information properties box: SNMP (Simple Network Management Protocol) MIBs (Management Information Base) Traps MIB Files Private MIBs Support for MIB-II Sections The Alarm-MIB Standard MIBs Unified MIB Page Traps Status Trap RMX MIB entities that do not generate traps. Defining the SNMP Parameters in the Collaboration Server To enable SNMP option: Page 10 Define the following parameters: Page Page Page 15 Define the following parameters: 19 Audible Alarms Using Audible Alarms Audible Alarm Permissions Stop Repeating Message To stop the Audible Alarm on the Collaboration Server Client or RMX Manager: Configuring the Audible Alarms User Customization To Customize the Audio Alert on the Collaboration Server Client or RMX Manager: Replacing the Audible Alarm File To replace the Audio file on the Collaboration Server Client or RMX Manager: Multilingual Setting Customizing the Multilingual Setting To customize 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 To customize the banners: Banner Display Software Management Backup and Restore Guidelines Using Software Management To backup configuration files: To restore configuration files: To download MCU software files: Ping the Collaboration Server Using Ping To Ping a network entity from the Collaboration Server: Notification Settings To configure the notifications: Page Logger Diagnostic Files To access the Logger Diagnostic Files: To Retrieve the Logger Files: Viewing the Logger Files: Information Collector Standard Security Mode Using the Information Collector Step 1: Creating the Information Collector Compressed File To create the compressed file: Step 2: Saving the Compressed File Step 3: Viewing the Compressed File Auditor Auditor Files Retrieving Auditor Files To access Auditor Files: To retrieve files for storage on a workstation: To open the file in the Auditor File Viewer: Auditor File Viewer To open the Auditor File Viewer from the Administration Menu: To open an auditor event file stored on the workstation: Audit Events Alerts and Faults Alerts and Faults that are recorded by the Auditor. Transactions Transactions that are recorded by the Auditor. Page ActiveX Bypass Installing ActiveX To install ActiveX components on all workstations in the network: Resetting the Collaboration Server 800s To reset the RMX: Resetting the RealPresence Collaboration Server Virtual Edition To restart the MCU instance: Page Page Upgrading and Downgrading Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page System Configuration Flags Modifying System Flags To modify system flags: 4In the New Value field, enter the flags new value. Page Page Page Page Page Page Page Page Page Page Manually Adding and Deleting System Flags To add a flag: 2In the New Flag field enter the flag name. 1In the System Flags dialog box, click the New Flag button. The New Flag dialog box is displayed. Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Manually Adding Flags to the CS_MODULE_PARAMETERS Tab Deleting a Flag To delete a flag: Auto Layout Configuration Customizing the Default Auto Layout The table below lists the available layouts. The table below lists the default layouts for according to the number of participants. Example: LEGACY_EP_CONTENT_DEFAULT_LAYOUT Flag Values CS_ENABLE_EPC Flag Automatic Password Generation Flags Enabling the Automatic Generation of Passwords Page Page Hardware Monitoring Viewing the Status of the Hardware Components Page To view the MCU Properties: FAN Properties: To access the Fan properties: LAN 1, LAN 2, LAN 3, LAN4 Properties: To access the properties of LAN connector: Diagnostics Page Page Page Appendix A - Disconnection Causes IP Disconnection Causes Page Page Page Page Page Appendix B - Active Alarms Page Page Page Page Page Page Page Page Page Page Appendix C - CDR Fields, Unformatted File The Conference Summary Record Event Records Standard Event Record Fields Event Types Page Page Page Page Event Specific Fields The following tables describe the fields which are specific to each type of event. Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Disconnection Cause Values Page Page MGC Manager Events that are not Supported by the Collaboration Server Page Appendix D - Ad Hoc Conferencing and External Database Authentication Ad Hoc Conferencing without Authentication A conference is started using one of the following method: Ad Hoc Conferencing with Authentication Entry Queue Level - Conference Initiation Validation with an External Database Application Page Conference Access with External Database Authentication Conference Access Validation - All Participants (Always) Conference Access Validation - Chairperson Only (Upon Request) System Settings for Ad Hoc Conferencing and External Database Authentication Ad Hoc Settings Authentication Settings MCU Configuration to Communicate with an External Database Application To set the System Configuration flags: Enabling External Database Validation for Starting New Ongoing Conferences Page Page Appendix E - Participant Properties Advanced Channel Information Page Appendix G - Configuring Direct Connections to the Collaboration Server Management Network (Primary) Configuring the Workstation To modify the workstations IP addresses: Page Page Page Connecting to the Management Network Connecting to the Collaboration Server via Modem Procedure 1: Install the RMX Manager Procedure 2: Configure the Modem Configure the modem as follows: Procedure 3: Create a Dial-up Connection To create a dial-up connection: Page Page Page Procedure 4: Connect to the Collaboration Server Page Appendix H - Integration Into Microsoft Environments Overview Conferencing Entities Presence Multiple Networks Interactive Connectivity Establishment (ICE) ICE Guidelines Connecting to the Collaboration Server in ICE Environment Dialing Methods Page Integrating the Collaboration Server into the Microsoft Office Communications Server Environment Setting the Matched URI Dialing Method Office Communications Server side: Collaboration Server side: Configuring the Office Communications Server for Collaboration Server Systems Setting the Trusted Host for Collaboration Server in the Office Communications Server To set the Collaboration Server as trusted in OCS: Page Setting the Static Route for Collaboration Server in the OCS To add Collaboration Server to the Routing Roles: Page Page Configuring the Collaboration Server System Dialing to an Entry Queue, Meeting Room or Conference Using the Matched URI Method To dial in directly to a conference or Entry Queue: Setting the Numerical Dialing Method Setting the Numerical Dialing for Collaboration Server Meeting Rooms OCS side: Collaboration Server side: Optional. Removing the Collaboration Server from the Host Authorization List To remove the definition of the Collaboration Server as trusted host from the Front End Properties: Configuring the Collaboration Server as a Routable Gateway To set up the Collaboration Server/DMA as a Voice Gateway: Establishing a Voice Route to the Collaboration Server Voice Gateway To establish the voice route: Page Page Configuring Office Communicator Users for Enterprise Voice Page Page Page Starting a Conferencing Call from the MOC Setting Simultaneous Numerical Dialing and Matched URI Routing To create the TLS certificate in the Office Communications Server: Page Page Page Page Page Page Optional. Creating the Certificate Password File (certPassword.txt) To create the certPassword.txt file: Supporting Remote and Federated Users in Office Communications Server ICE Environment Creating an Active Directory Account for the Collaboration Server To add the Collaboration Server user to the Active Directory: Page Enabling the Collaboration Server User Account for Office Communication Server To enable the Collaboration Server User Account for Office Communication Server: Configure the Collaboration Server for ICE dialing Page Page Configure Collaboration Server Static Route and Trusted Application To Configure the Collaboration Server Static Route and Trusted Application: Page Page Configure the Collaboration Server for Lync 2010/2013 To Configure the Collaboration Server for Lync 2010/2013: Page Page Page Page Import and install the Certificate on the Collaboration Server To import and install a certificate: Page Page Collaboration Server System Flag Configuration Enabling the Microsoft Environment To configure the system flags on the Polycom Collaboration Server system: Page Microsoft RTV Video Protocol Support in CP Participant Settings Protocol Forcing Page Threshold HD Flag Settings using the RTV Video Protocol Sharing Content via the Polycom CSS Plug-in for Lync Clients Configuring the MCU for Content Sharing via the Polycom CSS Plug-in Setting the System Flag Page Page Adding Presence to Conferencing Entities in the Buddy List Enabling the Registration of the Conferencing Entities Creating an Active Directory Account for the Conferencing Entity To add the conferencing entity user to the Active Directory: Page Enabling the Conferencing Entity User Account for Office Communication Server or Lync Server To enable the Conferencing Entity User Account for Office Communication Server: To enable the Conferencing Entity User Account for Lync Server: Defining the Microsoft SIP Server in the IP Network Service Enabling Registration in the Conference Profile Verifying the Collaboration Server Conferencing Entity Routing Name and Profile Conferencing Entity List Page Page Collaboration Server Configuration for CAC Implementation Conferencing Behavior in CP Conferences Monitoring Participant Connections Connecting a Collaboration Server Meeting Room to a Microsoft AV-MCU Conference To connect to an A/V MCU conference: Configuring the Collaboration Server for Federated (ICE) Dialing To configure the Collaboration Server for ICE Dialing: Monitoring the Connection to the STUN and Relay Servers in the ICE Environment Monitoring the Participant Connection in ICE Environment To view the channel properties of the participant: The following connection information is displayed: For a detailed description of ICE Active alarms, see ICE Active Alarms. Active Alarms and Troubleshooting Active Alarms ICE Active Alarms The following table lists these active alarms: Troubleshooting Known Issues Polycom Solution Support Page Lync 2013 SVC Connectivity to Polycom MCU Deployment Architectures Backward compatibility to Lync 2010 Video Resource Requirements and Implications Support for HD1080p Resolution Limit Maximum Resolution for MS SVC Using a System flag ICE Configuration Federation Configuration System Flags for Cropping Control Sharing Content during a Conference Page Cisco TIP Support Lync 2013 Participant monitoring Page Monitoring Participant Properties - Channel Status - Advanced Tab Deployment Architecture 1 - Collaboration Server Hosted Look and Feel Deployment Architecture 2 - MS AV MCU Cascade Look and Feel for Lync clients and Group Series Endpoints Look and Feel for Legacy Endpoints Video Resource Requirement Selection in MS AV MCU Cascade Video Forcing and Changing Layout in MS AV MCU Cascade Handle Low Bit Rate Calls From the AV MCU Remove Empty Cells From the Video Layout Case 1 Page Page Page Configure Collaboration Server Static Route and Trusted Application To Configure the Collaboration Server Static Route and Trusted Application: Page Page Configure the Collaboration Server for Lync 2010/2013 To Configure the Collaboration Server for Lync 2010/2013: Page Page Page Page Import and install the Certificate on the Collaboration Server To import and install a certificate: Page Page Appendix I - Polycom Open Collaboration Network (POCN) Collaboration With Ciscos Telepresence Interoperability Protocol (TIP) Deployment Architectures Single Company Model - Polycom and Cisco Infrastructure Page Page Page Page Page Company to Company Models Using a Service Provider Model 1 Page Page Multipoint call via Service Provider - Model 2 Company A Company B Page Administration Gatekeepers Standalone Polycom CMA/DMA System as a Gatekeeper Neighbored Cisco IOS and Polycom CMA/DMA Gatekeepers DMA Configuring the Cisco and Polycom Equipment Cisco Equipment CUCM Polycom Equipment Configuring the Collaboration Server Configuring DMA Configuring CMA Configuring Endpoints Configuring Entry Queues and IVR Services Entry Queue and Virtual Entry Queue Access Procedure 1: Set the MIN_TIP_COMPATIBILITY_LINE_RATE System Flag Procedure 2: Configuring Collaboration Server to statically route outbound SIP calls to DMA or CUCM Page Procedure 4: Configuring a TIP Enabled Profile on the Collaboration Server Page Page Page Page Content Sharing Behavior Polycom Immersive Telepresence Systems (ITP) Version 3.0.3: Polycom video conferencing endpoints (HDX) Version 3.0.3: Cisco TelePresence System (CTS) Versions 1.7 / 1.8: Procedure 5: Configuring an Ad Hoc Entry Queue on the Collaboration Server if DMA is not used Page Collaboration with Microsoft and Cisco Page Page Page Page Administration DMA Microsoft Lync Server CUCM Solution Interoperability Table Page TIP Layout Support & Resource Usage Supported TIP Resolutions and Resource Allocation Supported Resolutions Resource Allocation Configuring the Microsoft, Cisco and Polycom Components Page Page Page Page Content Sharing Behavior Polycom Immersive Telepresence Systems (ITP) Version 3.0.3: Polycom video conferencing endpoints (HDX) Version 3.0.3: Cisco TelePresence System (CTS) Versions 1.7 / 1.8: Encryption Page To enable DTLS negotiation for content encryption: Page Resolution Configuration Endpoints Operations During Ongoing Conferences Moving participants between TIP enabled meetings and non TIP enabled meetings is not possible. Monitoring CTS Participants Page Lync Participants (RTV) Known Limitations Page Restoring Defaults and System Recovery Restore to Factory Security Defaults Page Page Comprehensive Restore to Factory Defaults Comprehensive Restore to Factory Defaults Procedure Procedure A: Backup Configuration Files Procedure B: Restore to Factory Defaults To perform a Comprehensive Restore to Factory Default perform the following steps: Page Page Procedure C: Restore the System Configuration From the Backup To restore configuration files: System Recovery Using the Recovery DVD Preparation for System Recovery Performing the Recovery Process Completing the System Configuration To complete the system configuration: Appendix K - SIP RFC Support