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

Polycom ReadiVoice Operator's Manual

Polycom readivoice network: operator guide
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ReadiVoice
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Windows Operator Guide

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  • Page 1 ReadiVoice ® Windows 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

    Customer Support ..........ix 1 Getting Started with the ReadiVoice Windows Operator Overview of Windows Operator Application .
  • Page 4 ReadiVoice Windows Operator Guide 3 Windows Operator Interface Parts of the Operator Window ........27 Menu and Toolbar .
  • Page 5 Dialing out to add a participant ....... 21 ReadiVoice Operator window ....... . . 28 List of operator requests .
  • Page 6 ReadiVoice Windows Operator Guide Proprietary & Confidential...

  • Page 7: About This Manual

    Chapter 1 provides an overview of the ReadiVoice Windows Operator and describes getting started with the Windows Operator, including how to install it on your PC and connect to multiple ReadiVoice systems (CACS servers). Chapter 2 provides step-by-step procedures for performing operator tasks.

  • Page 8: Document Conventions

    ReadiVoice Windows 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 Windows Operator Guide Proprietary & Confidential...

  • Page 11: Getting Started With The Readivoice Windows Operator

    Ask your system administrator if the Windows Operator has already been installed on your operator station or if you need to install it. If you need to install it, and there are multiple ReadiVoice systems, ask your system administrator for the IP address or host name of the ReadiVoice server (CACS) from which you should install.

  • Page 12: System Requirements

    The Windows Operator install wizard begins. It asks you to select the primary system. Enter the IP address or host name of the ReadiVoice CACS from which your system administrator told you to install, which should be the one you accessed in step 1.

  • Page 13: Setting Up Server Connections

    After installing the Windows Operator, you must set up the connections to the ReadiVoice system or systems that you’ll be monitoring from it. In order to connect the Windows Operator to a ReadiVoice system, you must know the server’s IP address (or host name) and your operator login name and password.

  • Page 14: Figure 1-2 Adding A Server Group

    ReadiVoice Windows Operator Guide Figure 1-1 Figure 1-2 The ReadiVoice Operator window before setting up a server connection Adding a server group Proprietary & Confidential...
  • Page 15 If all your server connections work, the Windows Operator is ready to use. See Chapter 2, “Windows Operator Interface,” for descriptions of the ReadiVoice Operator window’s components and views. If the Windows Operator fails to connect to a server, your login name may already be logged into that server (make sure you aren’t logged into its Java...

  • Page 16: Figure 1-3 Adding A Server

    ReadiVoice Windows Operator Guide Figure 1-3 Figure 1-4 Adding a server Connection to server established and bridge status displayed Proprietary & Confidential...

  • Page 17: Changing The Windows Operator's Primary Host

    Each time you run the Windows Operator, it checks its primary host to see if there is a newer version of the application. If your company has multiple ReadiVoice systems, it may become necessary or desirable to change the ReadiVoice server that’s the primary host for your Windows Operator.
  • Page 18 ReadiVoice Windows Operator Guide Proprietary & Confidential...

  • Page 19: 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 perform these tasks.

  • Page 20: Starting The Operator And Connecting To Servers

    If necessary, ask your system administrator. Some ReadiVoice systems have group operators. A group operator has access only to conferences from a specific subscriber group or groups. If you log in as a group operator, everything looks and works as described here, but the conferences you see and the operator requests you receive are limited to those from your subscriber group or groups.

  • Page 21: Working With Bridges And Voice Paths

    Ignoring a Bridge By default, you receive operator requests from every bridge in the ReadiVoice systems to which you’re connected, but you can change this. To stop receiving requests from a bridge: Proprietary &...

  • Page 22: Figure 2-1 Bridge List

    ReadiVoice Windows Operator Guide Figure 2-1 Your Operator Voice Path To speak with a caller or conference, you need a voice path to the correct bridge. Unless you have a multi-line phone for operator connections, you can have only one operator voice path at a time.

  • Page 23: Figure 2-2 Establishing An Operator Voice Path To A Bridge

    Figure 2-2 Proprietary & Confidential Establishing an operator voice path to a bridge To change your number, enter the new one. To always use this number when connecting to a bridge on this server, click the check box. If you mark the check box, the Windows Operator won’t display the Create Voice Path dialog box for this server in the future, it will simply call you at the number you specified.

  • Page 24: Answering Operator Requests

    A participant makes a conference request to have an operator join the conference. ReadiVoice systems can be configured to route callers to an operator if they enter the wrong access code, password, or conference security code three times.

  • Page 25: Figure 2-3 An Operator Request Alert

    Figure 2-3 Proprietary & Confidential An operator request alert When you answer a request, unless you already have a voice path to the request’s bridge, the bridge must dial out to you. This happens in one of two ways: — If you’ve already designated a number for this server to always use, the bridge dials the number, and your phone rings.
  • Page 26 Your line is connected to a port on the bridge. The Conference Details view of the conference appears 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.

  • Page 27: Viewing Conferences Without A Request

    Figure 2-4 Viewing Conferences Without a Request You can view a conference that doesn’t have a pending request and monitor it or perform other operator tasks related to it. To view a conference without a request: Proprietary & Confidential Conference Details view of conference In the navigation tree, under the server in which you’re interested, click All Conferences.

  • Page 28: Joining A Conference Without A Request

    8, and answer the phone. Your voice path line appears in the Conference Participants list (named Operator) and, depending on how Roll Call is configured, the ReadiVoice system plays either a tone, a message, or nothing to the conference.
  • Page 29 Operator Voice Path” on page 8, and answer the phone. Your line is connected to a port on the bridge. The ReadiVoice system removes the selected participant from the conference and connects you with the participant. The participant’s status becomes Op, and the alert box appears at the bottom of the navigation pane.

  • Page 30: Placing A Participant On Hold

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

  • Page 31: Dialing A Participant

    You can’t dial while your voice path is in conference, connected privately to a participant, or connected to a bridge on another ReadiVoice system. If you have a voice path to another bridge on the same system, the system will disconnect it.

  • Page 32: Disconnecting 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 Participant dialog box closes. If you reach the correct person, explain that you’re calling on behalf of the conference.

  • Page 33: Muting Participants

    In the participant list of the Conference Details view page 17), select the participant to be muted. Click the Mute Participant button to the right. The ReadiVoice system mutes the participant’s line and shows the participant’s status as muted. The Mute Participant button changes to Unmute Participant.

  • Page 34: Making A Conference Listen Only

    To make a conference listen-only: In the Conference Details view 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 Disable Listen Only. If your operator voice path is connected to the conference, listen only mode doesn’t affect it.

  • Page 35: Troubleshooting Audio Problems

    T. The Port ID column shows you the card, span, and channel (separated by slashes) on the bridge to which each participant is connected. In a ReadiVoice IP system, only the card number appears. Operator Tasks (Figure 2-4...
  • Page 36 ReadiVoice Windows Operator Guide Proprietary & Confidential...

  • Page 37: Windows Operator Interface

    This chapter describes the ReadiVoice Windows Operator interface. various operator tasks. Parts of the Operator Window Figure 3-1 conferences on a server named carl. The ReadiVoice Operator window contains a • • The sections that follow describe the ReadiVoice Operator window’s controls and views.

  • Page 38: Figure 3-1 Readivoice Operator Window

    Hover your mouse pointer over a button to see a tooltip describing it. ReadiVoice Operator window File — Contains the Exit command, which closes the Windows Operator and terminates your connections to ReadiVoice systems. Help — Provides access to an About box, Help, and the User Guide (PDF).

  • Page 39: Navigation Pane

    Navigation Pane The navigation pane on the left side of the ReadiVoice Operator window contains an expandable tree structure. If a node junction in the tree contains a plus sign, click it to expand the node (show the items under it). The nodes shown in •...

  • Page 40: Main Pane Of Operator Window

    It lists the pending requests, if any. To answer a specific request, select it (click the gray box at the left of its row), and then click the Answer Request button (Polycom logo) in the alert box at the bottom of the navigation pane.
  • Page 41 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. Proprietary & Confidential Port —...

  • Page 42: Bridge List

    ReadiVoice Windows Operator Guide Bridge List The list of bridges server in the navigation tree. When you connect to a server, you automatically receive operator requests from all its bridges, and you can answer them. You can elect not to receive operator requests from one or more bridges.

  • Page 43: Groups List

    Figure 3-3 Groups List The list of the subscriber groups in the system select a server’s Groups entry in the tree. A subscriber group is a pre-defined set of related subscribers, such as subscribers from the same company or department. If you’re a group operator, you see only your groups. The list of groups is purely informational.

  • Page 44: Conferences List

    ReadiVoice Windows Operator Guide Figure 3-4 Conferences List A list of conferences Conferences entry or one of its bridges. It lists active conferences (or the active conferences for which you’re a group operator) for the server’s entire system or for the specific bridge.

  • Page 45: Figure 3-5 List Of All Conferences

    Figure 3-5 The list of conferences contains the following fields: • • • • • • • • • Proprietary & Confidential List of all conferences ID — The subscriber ID associated with the conference. Subscriber — The subscriber’s name. Click it to open your browser, connect to the server’s Provisioning application, and display the subscriber’s account information.

  • Page 46: Conference Details

    ReadiVoice Windows Operator Guide Conference Details The Conference Details view operator request or select a conference and click the View Conference Details button. It shows information about the conference and its participants. From this view, you can perform all the operator tasks related to a conference, such as: •...

  • Page 47: Conference Information

    The Conference Details view contains four areas, described in the sections that follow: Conference Information The heading shows the server name, conference ID, and bridge ID. Below that, you see the following information about the conference: • • • Proprietary & Confidential Conference Information Participant List Conference Controls...

  • Page 48: Participant List

    (/). The three numbers enable a telephony technician to tell which bridge resource is supporting the participant’s call. In a ReadiVoice IP system, only the card number appears. If a participant is having audio problems, write down the date and the three numbers in the Port ID field of that participant.

  • Page 49: Conference Controls

    Name — Participant’s name. You can enter or edit a name by clicking the Rename Participant button to the right. If you enter a participant name, the ReadiVoice system puts that name into the CDR (call detail record) for that participant.

  • Page 50: Operator Notes

    Rename Participant — Opens the Rename Participant dialog box, where you can enter or edit the selected participant’s name. If you enter a participant name, the ReadiVoice system puts that name into the CDR (call detail record) for that participant.

  • Page 51: Index

    Index about this manual vii adding a participant 21 answering operator requests 14 audio problems 25, 38 bridge list 32 bridge resource 38 calling a participant 21 card 38 changing primary host 7 channel 38 conference joining 18 listen-only 24 monitoring 17 muting all 23 viewing 17...
  • Page 52 18 unmuting 23 participant list (conference details view) 38 Port ID 25, 38 primary host 7 problems, troubleshooting 25, 38 ReadiVoice systems, connecting to 3 request list 30 requests answering 14 list of 30 types of 31...
  • Page 53 viewing conference 17 voice path to bridge 13, 15 Voyant Global Services ix Proprietary & Confidential window illustrated 4, 28 main pane 30 menu and toolbar 28 navigation pane 29 overview 27 parts 27 Index...
  • Page 54 ReadiVoice Windows Operator Guide Proprietary & Confidential...

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