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
© 2005 Polycom, Inc. All rights reserved.
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

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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
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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.

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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 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
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