Polycom ReadiVoice Operator's Manual
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Polycom ReadiVoice Operator's Manual

Polycom ReadiVoice Operator's Manual

Polycom readivoice network: operators guide
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Summary of Contents for Polycom ReadiVoice

  • Page 1 ReadiVoice ® Operator Guide...
  • Page 2 (e.g. a book or sound recording). Every effort has been made to ensure that the information in this manual is accurate. Polycom, Inc. is not responsible for printing or clerical errors. Information in this document is subject to change without notice.

  • Page 3: Table Of Contents

    What is the ReadiVoice System? ........
  • Page 4 ReadiVoice Operator Guide Answering Operator Requests ........20 Registering for a Conference Without a Request .
  • Page 5 ReadiVoice-PSTN INCR signaling flow ......8 ReadiVoice-IP system diagram ........9 ReadiVoice call flow .
  • Page 6 ReadiVoice Operator Guide Proprietary & Confidential...

  • Page 7: About This Manual

    About this Manual This introduction provides a brief overview of the ReadiVoice Operator Guide, describes the conventions used in this manual, and explains how to get additional information or support. Purpose This manual introduces you to the ReadiVoice Operator application and describes the procedures that operators use in responding to users’...

  • Page 8: Document Conventions

    ReadiVoice Operator Guide Document Conventions This document uses the following typographical conventions. Typeface bold italics code code, bold code, bold & italics SMALL CAPS viii Usage Names of fields, screens, windows, dialog boxes, and other user interface elements; for example: Type the number into the Phone Number field and click Dial.

  • Page 9: Customer Support

    Recognizing that technology alone cannot solve today’s complex challenges, Polycom Global Services provides the industry’s best technical support staff and programs to let you concentrate on the task at hand. ReadiVoice users can select from a variety of support solutions to obtain the level of support that best meets their needs.
  • Page 10 ReadiVoice Operator Guide Proprietary & Confidential...

  • Page 11: Introducing The Readivoice System

    How ReadiVoice Conferencing Works The ReadiVoice system is subscriber-based. A subscriber is someone, such as a chairperson or conference leader, for whom you’ve set up conferencing access. Each subscriber has access to a specified number of conferencing ports and can use them at any time.

  • Page 12: Starting And Joining A Conference

    • For more detailed information about how subscribers and participants interact with the system to set up, start, control, and join conferences, see the ReadiVoice Subscriber Guide. If the Quick Start option is enabled, participants don’t have to wait on hold for the subscriber.

  • Page 13: Managing Your Readivoice System

    They can also perform the provisioning functions. To use a Web-based ReadiVoice application, users launch a supported browser (Microsoft Internet Explorer version 5.5 or later), point it to the correct Internet address (URL) for the application, and log in when prompted.

  • Page 14: Provisioning Interface

    We recommend automating your initial subscriber provisioning. Contact Polycom Note: for help with this. The ReadiVoice system’s Provisioning interface is available for manual provisioning and for viewing or modifying subscriber account information. To set up an account for a customer, a provisioner enters subscriber and billing information and defines the subscriber’s conference access and features.

  • Page 15: Components Of The Readivoice System

    The CACS and boot server may be the same server. All system components mount into a standard 19-inch rack. Two types of ReadiVoice systems are available. There are both hardware and software differences between the two types, although the core ReadiVoice software is the same (merely configured differently).

  • Page 16: Figure 1-1 Readivoice-Pstn System Diagram

    Figure 1-1 InnoVox Bridges PSTN (See note) When a caller dials a ReadiVoice-PSTN subscriber’s access phone number on a typical routed ReadiVoice system: ReadiVoice-PSTN system diagram Carrier common channel signaling...
  • Page 17 Figure 1-2 summarizes this INCR signaling flow. When the call reaches the bridge, the ReadiVoice system places it into an interactive call flow script to guide the caller into the conference. In a fixed access system, the script collects the access code (if needed). In all systems, the script handles subscriber identification and collection of the optional conference security code.

  • Page 18: Figure 1-2 Readivoice-Pstn Incr Signaling Flow

    Originating switch initiates carrier common channel signaling network query to CACS Is the conference underway? Are there enough ports? ReadiVoice-PSTN INCR signaling flow Originating switch recognizes that the number requires carrier common channel signaling network handling If applicable, collects access code.

  • Page 19: Readivoice-Ip Systems

    ReadiVoice-IP Systems All ReadiVoice-IP systems are routed. That is, the CACS uses SIP (Session Initiation Protocol) signaling over IP to route calls dynamically among available bridges. Figure 1-3 system. Figure 1-3 PSTN 1 2 3 4 5 6 7 8 9...

  • Page 20: Readivoice-Ip Call Processing

    ReadiVoice Operator Guide ReadiVoice-IP Call Processing When a caller dials a ReadiVoice-IP subscriber’s access phone number on a typical ReadiVoice system: Figure 1-4 reaches the bridge. If the Quick Start feature is enabled, participants don’t have to wait for the subscriber.

  • Page 21: Dialing" In Readivoice-Ip Systems

    URI Without Domain Since most of the world is still using the PSTN and ordinary phone numbers, your ReadiVoice-IP system undoubtedly sits behind one or more gateways to the circuit-switched network. When your system is given an ordinary phone number with no domain specified (such as the example 3032235000 above), it routes the call to the gateway (or to a router that sends it to the appropriate gateway).

  • Page 22: Readivoice Call Flow

    ReadiVoice Operator Guide ReadiVoice Call Flow The basic call flow is the same for ReadiVoice-PSTN and ReadiVoice-IP (see Figure settings affect the basic call flow, however. The sections that follow describe some of these call flow differences. How Quick-Start and Conference Continuation Affect Call Flow By default, conferences start when the subscriber arrives and end when the subscriber leaves.

  • Page 23: Figure 1-4 Readivoice Call Flow

    Figure 1-4 (1) In an Intelligent Network Call Routing (INCR) system, the carrier's network takes care of this. (2) If the Access Phone Number is shared, an Access Code is required to identify the specific subscriber. (3) Depending on your system configuration, additional Access Code prompts may be possible.

  • Page 24: How A Two-Password Configuration Affects Call Flow

    ReadiVoice-IP systems can be configured to enable the IP Tributaries feature. To use this feature, callers must be authenticated by some means outside of the ReadiVoice system, and the SIP INVITE message that they send to access the system must include the identifying information.

  • Page 25: Operator Tasks

    Operator Tasks This chapter presents the operator tasks you may need to perform in order to help subscribers with their conferences. Overview ReadiVoice operator tasks include: • • • • • • • • • • • The sections that follow describe how to access the Operator application and perform these tasks.

  • Page 26: Opening The Operator Application

    ReadiVoice Operator Guide Opening the Operator Application The ReadiVoice Operator application is a Java applet (small program) that runs in a Java-enabled Web browser (Microsoft Internet Explorer, version 5.5 or later, is compatible with all ReadiVoice interfaces). Access to the Operator application is restricted to authorized users. You must know the correct user name and password and the correct address (URL).

  • Page 27: Figure 2-1 Logging Into The Operator Application

    Figure 2-1 Figure 2-2 Proprietary & Confidential Logging into the Operator application The Operator window after you log in Operator Tasks...

  • Page 28: Registering And Unregistering For Bridges

    When you log in as an operator (see page 16), you’re automatically registered for all bridges. Registering for a bridge tells the ReadiVoice system that you are prepared to answer operator requests from that bridge. When you’re registered for a bridge, operator requests from that bridge appear in your requests queue, and you can answer them.

  • Page 29: Figure 2-3 Bridges Tab Showing One Bridge

    Operator Tasks Figure 2-3 Bridges tab showing one bridge Proprietary & Confidential...

  • Page 30: Answering Operator Requests

    A participant makes a conference request to have an operator join the conference. Your ReadiVoice system may be configured to route callers to an operator if they enter the wrong password or conference security code three times. If so, these callers also appear in the pending requests list.

  • Page 31: Figure 2-4 Dialing Yourself To Establish An Operator Voice Path

    2-5), which shows information about the request and the conference from which it originated. If this is a private request, the ReadiVoice system connects your voice path directly to the participant making the request. The participant’s status changes to Op. If this is a conference request, the ReadiVoice system enables the Join button.

  • Page 32: Figure 2-5 Conference View Tab With Operator Request

    ReadiVoice Operator Guide Figure 2-5 Conference View tab with operator request When you’re finished working with this conference, you can unregister from it by doing one of the following: — Click Answer Request to answer the next request in the queue.

  • Page 33: Registering For A Conference Without A Request

    Click the View Conferences button. The Conference List tab appears Select the conference and click the Register Conference button. The ReadiVoice system registers you for the conference you selected and displays its Conference View tab information about the conference. Monitor the conference and perform any other operator tasks you need to perform.

  • Page 34: Speaking Privately With A Participant

    Correct the problem and click Dial again. You must have a voice path to the bridge to connect to a participant. Once your voice path is established, the ReadiVoice system removes the selected participant from the conference and connects you with the participant.

  • Page 35: Placing A Participant On Hold

    While connected to the participant, click the Hold button in the Operator window. The ReadiVoice system puts the participant on hold, playing music and a periodic “please hold” message. In your Operator window the participant’s status becomes H. The bar below the Hold button flashes periodically to remind you that you have a participant on hold.

  • Page 36: Dialing A Participant

    If you get no answer, a busy signal, voice mail, or the wrong person, click Cancel. The ReadiVoice system terminates the call, and the Dial dialog box closes. If you reach the correct person, explain that you are calling on behalf of the conference.

  • Page 37: Disconnecting A Participant

    In the Participants area of the Conference View tab page 22), select the participant to be disconnected. Click the Disconnect button. The ReadiVoice system plays a warning message and then disconnects the participant from the conference. To reconnect the participant, see a Participant”...

  • Page 38: Muting Participants

    22), select the participant to be muted. Click the Mute button in the Participants area. The ReadiVoice system mutes the participant’s line and shows the participant’s status as muted. The Mute button changes to Unmute. To unmute a participant, select the participant and click Unmute.

  • Page 39: Making A Conference Listen Only

    Proprietary & Confidential In the Conf Info area of the Conference View tab click the Listen-Only button. The ReadiVoice system mutes all participants except the subscriber, changing their status in the Participant list accordingly. The Listen-Only button changes to UnListen-Only.
  • Page 40 ReadiVoice Operator Guide Proprietary & Confidential...

  • Page 41: Operator Interface

    This chapter describes the ReadiVoice Operator interface. About the Operator Application The ReadiVoice Operator application is a Java applet (small program) that runs in a Java-enabled Web browser (Microsoft Internet Explorer, version 5.5 or later, is compatible with all ReadiVoice interfaces).

  • Page 42: Figure 3-1 Operator Login Dialog

    ReadiVoice Operator Guide Figure 3-1 Figure 3-2 Operator login dialog ReadiVoice Operator window Proprietary & Confidential...

  • Page 43: Parts Of The Operator Window

    Parts of the Operator Window This section describes the parts of the Operator window. See step-by-step instructions in their use. The Operator window contains: • • • The following sections describe each tab and its functions. Proprietary & Confidential A set of command buttons along the left side. These are: —...

  • Page 44: Figure 3-3 Bridges Tab

    ReadiVoice Operator Guide Bridges Tab The Bridges tab When you log in, you’re automatically registered for all bridges. The operator requests from all bridges appear in your requests queue, and you can answer them. You can unregister from one or more bridges in order not to receive their operator requests.

  • Page 45: Figure 3-5 Groups Tab

    • • Figure 3-4 The Bridge tab also contains two buttons: • • Groups Tab The Groups tab (or the groups for which you’re a group operator). A subscriber group is a pre-defined set of related subscribers, such as subscribers from the same company or department.

  • Page 46: Requests Tab

    When you answer a private request, the ReadiVoice system connects you directly to the participant making the request. When you answer a conference request, the ReadiVoice system enables the Join button. Click it to enter the conference. (Figure 3-6) appears when you have operator requests Port —...

  • Page 47: Conference List Tab

    The ReadiVoice system automatically updates the conference list when major events occur, such as conference starts and conference ends. However, it doesn’t automatically update the list for other events, such as changes in the number of participants or in a conference’s status.

  • Page 48: Figure 3-7 Conference List Tab

    ReadiVoice Operator Guide • • • • The Conference List tab also contains two buttons: • • Figure 3-7 Qstart — The Quick Start status: — Yes — Quick Start is turned on. Participants go directly into conference without waiting for the subscriber to arrive.

  • Page 49: Conference View Tab

    Conference View Tab The Conference View tab request (thereby registering for the requesting conference) or register for the conference on the Conference List tab. It shows information about the conference and its participants. From this page, you can perform all the operator tasks related to a conference, such as: •...

  • Page 50: Request

    ReadiVoice Operator Guide Request If there’s an operator request, the Request area displays information about the participant who made it. It contains these fields: • • • The Reconnect button, below these fields, is available only while you’re connected privately to the participant. It sends the participant back to the conference.

  • Page 51: Participants

    You can enter or edit a participant’s name in this field. If you enter a participant name, the ReadiVoice system puts that name into the CDR (call detail record) for that participant. Rename button — Applies the changes you make in the Name field.
  • Page 52 In a ReadiVoice-IP system, only the card number appears. Name — Participant’s name, if you entered it using the Name field.
  • Page 53 Talkers — Starts monitoring of talk slots. The talk slot fields (above the participant list) display the IDs of the participants who most recently captured a talk slot. The ReadiVoice system monitors talk slots for about one minute; click this button again to restart monitoring.
  • Page 54 ReadiVoice Operator Guide Proprietary & Confidential...

  • Page 55: Index

    12 conventions used in manual viii customer support ix Proprietary & Confidential diagram call flow 13 ReadiVoice system 6 signaling flow 8 Dial dialog box 21, 26 dialing 26 disconnecting a participant 27 document conventions viii...
  • Page 56 ReadiVoice Operator Guide interfaces, overview of 3 internal users 3 introduction to manual vii to ReadiVoice system 1 call processing 10 configurations 9 system diagram 9 IP Tributaries, overview 14 joining a conference 21 list of conferences 37 locked conference 21...
  • Page 57 routed system 5 servers 5 Session Initiation Protocol (SIP) 11 signaling flow 8 SIP 11 starting a conference 2 support ix system components 5 diagram 6 management and operation 3 talk slots, monitoring 27 touchtone commands 2 troubleshooting audio problems 27 Proprietary &...
  • Page 58 ReadiVoice Operator Guide Proprietary & Confidential...

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