Polycom ReadiVoice Manual

ReadiVoice®
Windows Operator Guide

ReadiVoice Windows 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. 3725-70019-009C
v. 2.56.x
© 2005 Polycom, Inc. All rights reserved.
Polycom Inc.
1765 West 121st Avenue
Westminster, CO 80234-2301 U.S.A.
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mechanical, for any purpose, without the express written permission of Polycom, Inc. Under the law,
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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.

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Contents
About this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii
Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
1 Getting Started with the ReadiVoice Windows Operator
Overview of Windows Operator Application . . . . . . . . . . . . . . . . . . . . . . . . . 1
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Installing the Windows Operator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Setting Up Server Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Changing the Windows Operator’s Primary Host . . . . . . . . . . . . . . . . . . . . 7
2 Operator Tasks
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Starting the Operator and Connecting to Servers . . . . . . . . . . . . . . . . . . . . 10
Working With Bridges and Voice Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Checking Bridge Status and Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Ignoring a Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Your Operator Voice Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Answering Operator Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Viewing Conferences Without a Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Joining a Conference Without a Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Speaking Privately with a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Placing a Participant on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Dialing a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Disconnecting a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Muting Participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Muting One Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Muting All Participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Making a Conference Listen Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Troubleshooting Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

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3 Windows Operator Interface
Parts of the Operator Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Menu and Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Navigation Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Main Pane of Operator Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Requests List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Bridge List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Conferences List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Conference Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Conference Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Participant List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Conference Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Operator Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Figures
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Figures
Figure 1-1 The ReadiVoice Operator window before setting up a server connection
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Figure 1-2 Adding a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Figure 1-3 Adding a server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Figure 1-4 Connection to server established and bridge status displayed . . . . . . . 6
Figure 2-1 Bridge list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Figure 2-2 Establishing an operator voice path to a bridge . . . . . . . . . . . . . . . . . . 13
Figure 2-3 An operator request alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Figure 2-4 Conference Details view of conference . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Figure 2-5 Dialing out to add a participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Figure 3-1 ReadiVoice Operator window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Figure 3-2 List of operator requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Figure 3-3 List of bridges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Figure 3-4 List of subscriber groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Figure 3-5 List of all conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Figure 3-6 Conference Details view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

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About this Manual
This introduction provides a brief overview of the ReadiVoice Windows
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 for
Windows, which we refer to simply as the Windows Operator.
This manual includes:
•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.
•Chapter 3 describes the parts of the Windows Operator user interface.
As an operator, you should also familiarize yourself with the ReadiVoice
Subscriber Guide and ReadiVoice Provisioning Guide.

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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 nn 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
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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: [e-mail]
•Polycom Global Services in U.S.A 800-827-7782
•Denver metro or outside U.S.A. 303-223-5223
•Email: [e-mail]

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1
Getting Started with the ReadiVoice
Windows Operator
This chapter provides a brief overview of the ReadiVoice Windows Operator
application and describes:
•System requirements for the Windows Operator.
•Installing the Windows Operator on an operator station.
•Connecting to one or more ReadiVoice systems.
•Changing its primary ReadiVoice server (from which it installs and
updates itself).
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.
Overview of Windows Operator Application
The ReadiVoice Windows Operator application is a Windows program that
runs in Microsoft Windows 2000 or Windows XP.
Unlike the Java Operator, the Windows Operator application can connect to
three ReadiVoice servers so that you can perform operator tasks for multiple
ReadiVoice systems. In addition, since it’s a native Windows program, it offers
enhanced performance.

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System Requirements
The Windows Operator application requires a PC with:
•A 2 GHz or better processor, 512 MB RAM (1 GB recommended), and at
least 100 MB free disk space.
•Windows 2000 or Windows XP operating system.
•Internet Explorer 5.5 or later (needed only for installation and for
accessing the ReadiVoice Provisioning interface).
•Network connectivity to the ReadiVoice server (CACS) from which to get
the application.
•Network connectivity to the other ReadiVoice servers, if the operator
station will monitor multiple ReadiVoice systems.
Installing the Windows Operator
To install the Windows Operator application on your PC:
1Point your browser to the ReadiVoice internal user home page on the
ReadiVoice server (CACS) from which to get the application (for instance,
if the server’s IP address is 192.168.10.10, point your browser to
http://192.168.10.10/index2.html).
The ReadiVoice internal user home page appears, with the navigation
menu on the right.
2Under User Interfaces, click the Windows Operator link.
A dialog box asks you want you want to do with the file
WinOp.exe .
3Select Run this program from its current location and click OK. If a
security dialog prompts you to confirm, do so.
The Windows Operator install wizard begins. It asks you to select the
primary system.
4Enter 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.
The install wizard asks you to select an installation folder (the default is
C:\Program Files\Polycom ReadiVoice\WinOp.Installer\ ) and
mode.
5Leave the default folder or click Browse to select another one. Click
Everyone to make the Windows Operator available to all users of this
computer. Then, click Next, and click Next again to confirm.
The install wizard installs Microsoft .NET Framework, if not already
present, and a minimal, or thin, Windows Operator client. It configures the
client to use the server from which you installed it as its primary host.

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Each time you run the Windows Operator, the thin client connects to the
primary host and retrieves the other files it needs. So, if the primary host has a
newer version of the application, you’ll automatically get it.
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. If necessary, ask your system administrator.
To set up server connections to one or more ReadiVoice system(s):
1On your desktop, double-click the ReadiVoice Operator icon.
The ReadiVoice Operator window appears. If you just installed it, the
window looks like Figure 1-1. In the navigation tree on the left, the Servers
node (folder icon) is highlighted, and there are no servers listed below it.
You can add a server directly to the Servers node, and that’s fine if you’re
connecting to a single ReadiVoice system. But, if you’re going to connect
to multiple ReadiVoice systems using the same operator login name, it’s
easier if you create a server group first and then add the servers to the new
group. The server connections in a group can inherit the login name,
password, and phone number from the group.
2To create a server group, click the Add a New Group button near the left
end of the toolbar.
The New Group Properties dialog box appears (Figure 1-2).
3Enter a name for the group, your operator login name, password, and the
telephone number that you want bridges to dial when establishing a voice
path (telephone connection) to you. Then click OK.
The new group appears beneath the Servers folder in the navigation tree
on the left. It’s selected (highlighted).

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Figure 1-1 The ReadiVoice Operator window before setting up a server connection
Figure 1-2 Adding a server group

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4To add another server group, select Servers in the navigation tree and
repeat the preceding two steps.
If you’re not sure if or how to organize multiple connections, ask your
system administrator.
5To add a server connection to a group, make sure that the group is
selected in the navigation tree, and then click the Add a New Server
button at the left end of the toolbar.
The New Server Properties dialog box appears (Figure 1-3).
6Enter a name for this server connection, and then enter the server’s IP
address (or host name) in the Server Address box.
7To use the login information from the group, click the check box. Then
click OK.
8To specify different login information, enter your operator login name,
password, and the telephone number that you want the bridge to dial
when establishing a voice path (phone connection) to you. Then click OK.
The new server appears beneath its group folder in the navigation tree on
the left. A message on the right prompts you to activate it.
9To add another server connection, select the group to which you want to
add it and repeat the preceding four steps.
10 To test a server connection, select the server in the navigation tree and
click anywhere in the pane on the right (or click the Connect to Server
button on the toolbar).
The Windows Operator attempts to connect to the server and log you in.
This may take a few seconds. If it succeeds, the bridge status information
for the server’s ReadiVoice system appears on the right (Figure 1-4).
If all your server connections work, the Windows Operator is ready to use. See
Chapter 2, “Operator Tasks,” for step-by-step procedures. See Chapter 3,
“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
Operator). Or there could be a problem with the specific server, your PC, or the
network. Contact your system administrator.

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Figure 1-3 Adding a server
Figure 1-4 Connection to server established and bridge status displayed

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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.
To change the primary host:
1Close the Windows Operator.
2In Windows Explorer (or another file manager), navigate to the Windows
Operator installation folder. Typically, this is:
C:\Program Files\Polycom ReadiVoice\WinOp.Installer\
3Find the
Operator.exe.config file and open it in Notepad or another
text editor.
This is an XML file that defines a number of key-value pairs. The one you
need to change looks like this:
<add key="WinOp.Client.PrimaryHost" value="192.168.10.10" />
4In the line defining the
WinOp.Client.PrimaryHost key, change its
value (within the quotation marks) to the IP address or host name of the
server you want to use as the new primary host.
5Save and close the file. Then, restart the Windows Operator.
The Windows Operator reads its modified configuration file, connects to
the new primary host, and checks for a newer version.
Caution! Don’t change anything else in this file unless you’re explicitly instructed to do so by
your system administrator.

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2
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:
•Starting the application and connecting to servers
•Checking bridges and establishing a voice path to a bridge
•Answering an operator request
•Monitoring a conference without an operator request
•Joining and leaving a conference
•Speaking privately with a participant
•Putting a participant on hold
•Dialing a participant
•Disconnecting a participant
•Muting participants
•Making a conference listen-only
•Troubleshooting audio problems
The sections that follow describe how to perform these tasks.

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Starting the Operator and Connecting to Servers
To set up server connections in the Windows Operator, see “Setting Up Server
Connections” on page 2. You must know the server IP address (or host name)
and your operator login name and password. 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.
To start the Windows Operator and connect to ReadiVoice systems:
1On your desktop, double-click the ReadiVoice Operator icon.
The ReadiVoice Operator window appears (Figure 1-1 on page 4). This
may take a few seconds. The navigation tree on the left contains the server
groups and servers that have been set up.
2To see the servers in a group, click the plus sign next to the group name.
3To connect to a server, select it and click anywhere in the main
(right-hand) pane of the window (or click the Connect to Server button
on the toolbar).
The Windows Operator attempts to connect to the server and log you in.
This may take a few seconds.
If it fails, your login name may already be logged into that server (make
sure you aren’t logged into its Java Operator). Or there could be a network
or server problem; check with your system administrator.
If it succeeds, the bridge status information for the server’s ReadiVoice
system appears on the right (Figure 1-4 on page 6). In the navigation tree,
the server’s entry acquires several subentries for working with its
ReadiVoice system:
— Provisioning opens a browser window to the system’s Provisioning
page.
— All Conferences displays all the system’s conferences.
— Groups lists the system’s subscriber groups.
—Each bridge entry displays that bridge’s conferences.
4To log out and close the connection to a server, select it and click the
Disconnect from Server button on the toolbar.