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Chapter 17-IVR Services
Polycom, Inc. 17-45
IVR Services in TIP-Enabled Conferences
Conference IVR and Entry Queue/Virtual Entry IVR Services are supported with AVC TIP
protocol in conferences that include both TIP-enabled and non-TIP-enabled endpoints.
Service Provider IVR Services are also supported with TIP. When routing a call to the IVR
Service, the DMA requires that a pre configured IVR service is created. The DMA must be
configured to locate the IVR service on the DMA.
TIP-enabled endpoints can be moved from the Entry Queue to the destination conference if
the TIP Compatibility Modes settings in the Profile are identical for both conferencing entities
(it is recommended to use the same Profile for both entities).
TIP IVR users can access the conference directly or enter the Entry Queue/Virtual Entry
Queue and provide a password to access the conference.
The IVR services can be enabled for all TIP Compatibility Modes:
• Video only
• Video and Content
• Prefer TIP
IVR media files, WAV for voice messages and JPG for video slides, are all stored on the
RealPresence Collaboration Server (RMX).
Guidelines
• AVC SIP and TIP protocols are supported on the RealPresence Collaboration Server
1500/2000/4000 only.
• IVR default audio files are enabled for all TIP Compatibility Modes.
• Only Polycom default Welcome slides are available. Custom Welcome slides are not
supported.
• TIP-enabled endpoints can send DTMF digits to MCU.
• In an mixed TIP environment there is no support for content in cascaded conferences.
Additionally, Legacy and Lync endpoints cannot view content.
Entry Queue and Virtual Entry Queue Access
TIP endpoints can dial-in to conferences directly using the IVR, Entry Queue/Virtual Entry
Queue and Service Provider IVR.
For more information on Multipoint see the Polycom Real Presence Collaboration Server (RMX)
1500/2000/4000 Administrator’s Guide Appendix I, Multipoint Call Flows.
Configuring the Conference and Entry Queue IVR Services
The IVR module includes two types of services:
• Conference IVR Service that is used with conferences
• Entry Queue IVR Service that is used with Entry Queues
The configuration process is the same for TIP and non-TIP enabled Conferences and Entry
Queues.
For more information see "Polycom Open Collaboration Network (POCN)” on page I-1.