Polycom ReadiVoice Manual

ReadiVoice®

Operator Guide

ReadiVoice Operator Guide

ii Proprietary & Confidential

Trademark Information

Polycom®, the Polycom logo design, ReadiVoice®, InnoVox®, and the Voyant logo are registered

trademarks of Polycom, Inc. Voyant TechnologiesTM is a trademark of Polycom, Inc. All other trademarks

are the property of their respective owners.

Patent Information

The accompanying product is protected by one or more U.S. and foreign patents and/or pending patent

applications held by Polycom, Inc.

Catalog No. 3725-70004-009D

v. 2.56.x

Polycom Inc.

1765 West 121st Avenue

Westminster, CO 80234-2301 U.S.A.

No part of this document may be reproduced or transmitted in any form or by any means, electronic or

mechanical, for any purpose, without the express written permission of Polycom, Inc. Under the law,

reproducing includes translating into another language or format.

As between the parties, Polycom, Inc. retains title to, and ownership of, all proprietary rights with respect

to the software contained within its products. The software is protected by United States copyright laws

and international treaty provision. Therefore, you must treat the software like any other copyrighted

material (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.

Proprietary & Confidential iii

Contents

About this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii

Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

1 Introducing the ReadiVoice System

What is the ReadiVoice System? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

How ReadiVoice Conferencing Works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Starting and Joining a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Controlling a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Managing Your ReadiVoice System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Operator Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Provisioning Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Administration Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Components of the ReadiVoice System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

ReadiVoice-PSTN Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

ReadiVoice-IP Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

ReadiVoice-IP Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

“Dialing” in ReadiVoice-IP Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

ReadiVoice Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

How Quick-Start and Conference Continuation Affect Call Flow . . . 12

How One-Click Conference Affects Call Flow . . . . . . . . . . . . . . . . . . . . 12

How A Two-Password Configuration Affects Call Flow . . . . . . . . . . . 14

How IP Tributaries Affect ReadiVoice-IP Call Flow . . . . . . . . . . . . . . . 14

2 Operator Tasks

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Opening the Operator Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Registering and Unregistering for Bridges . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Unregistering from Bridges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Registering for Bridges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

ReadiVoice Operator Guide

iv Proprietary & Confidential

Answering Operator Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Registering for a Conference Without a Request . . . . . . . . . . . . . . . . . . . . . 23

Speaking Privately with a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Placing a Participant on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Dialing a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Disconnecting a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Viewing Talker Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Muting Participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Muting One Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Muting All Participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Making a Conference Listen Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

3 Operator Interface

About the Operator Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Parts of the Operator Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Bridges Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Groups Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Requests Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Conference List Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Conference View Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Operator Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Conf Info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Figures

Proprietary & Confidential v

Figures

Figure 1-1 ReadiVoice-PSTN system diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Figure 1-2 ReadiVoice-PSTN INCR signaling flow . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Figure 1-3 ReadiVoice-IP system diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Figure 1-4 ReadiVoice call flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Figure 2-1 Logging into the Operator application . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Figure 2-2 The Operator window after you log in . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Figure 2-3 Bridges tab showing one bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Figure 2-4 Dialing yourself to establish an operator voice path . . . . . . . . . . . . . . 21

Figure 2-5 Conference View tab with operator request . . . . . . . . . . . . . . . . . . . . . 22

Figure 2-6 Dialing out to add a participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Figure 3-1 Operator login dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Figure 3-2 ReadiVoice Operator window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Figure 3-3 Bridges tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Figure 3-4 Info field for a bridge (detail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Figure 3-5 Groups tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Figure 3-6 Requests tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Figure 3-7 Conference List tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Figure 3-8 Conference View tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

ReadiVoice Operator Guide

vi Proprietary & Confidential

Proprietary & Confidential vii

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’ requests

for help. These procedures include:

•Registering and unregistering for groups and bridges

•Answering operator requests

•Registering for and monitoring a conference without a request

•Speaking privately with a participant

•Placing and retrieving a participant on hold

•Dialing participants

•Disconnecting a participant

•Muting and unmuting participants

•Joining and leaving a conference

•Ringing a locked conference

•Monitoring talk slots and troubleshooting line noise problems

Some ReadiVoice systems have group operators. A group operator works with

conferences from a specific subscriber group or groups. If you log in as a group

operator, everything looks and works as described here, but you only see

conferences and operator requests from your group or groups.

As an operator, you should also familiarize yourself with the ReadiVoice

Subscriber Guide and ReadiVoice Provisioning Guide.

ReadiVoice Operator Guide

viii Proprietary & Confidential

Document Conventions

This document uses the following typographical conventions.

Typeface Usage

bold Names of fields, screens, windows, dialog boxes,

and other user interface elements; for example:

1Type the number into the Phone Number

field and click Dial.

2Click Cancel to close the dialog box.

italics New terms, book titles, or emphasis; for example:

According to the VERITAS Cluster Server User

Guide, crash tolerant applications are sometimes

referred to as cluster friendly applications.

code

Computer output, command references within text,

and filenames; for example:

Performs the initial configuration and reads the

.vcsrc

file

code, bold

Command line entries, for example:

Type

cp ../default_group.ini

group.ini

code, bold & italics

Command line variables, for example:

Type

cp ../default_group.ini

groupnn.ini

replacing

with the

subscriber group number.

SMALL CAPS Specific keys on the keyboard, for example:

Move the cursor by pressing TAB or

SHIFT+TAB.

About this Manual

Proprietary & Confidential ix

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.

Before contacting your Polycom Global Services representative for technical

assistance, gather as much information as possible about your situation. Any

information you can provide helps us assess the problem and develop an

appropriate solution.

Polycom Global Services Telephone and Email

If you have comments or questions about ReadiVoice or if you need technical

assistance, contact:

Polycom Global Services on the Web

For more information about Polycom Global Services, go to

http://www.polycom.com and select the Support Solutions link under the

Global Services category.

Polycom Technical Publications Department

If you have comments or questions about this or any other ReadiVoice

documentation, contact:

Polycom Technical Publications Department

1765 West 121st Avenue

Westminster, CO 80234-2301 U.S.A.

Email: [email protected]

•Polycom Global Services in U.S.A 800-827-7782

•Denver metro or outside U.S.A. 303-223-5223

•Email: [email protected]

ReadiVoice Operator Guide

xProprietary & Confidential

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