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Chapter 8 - Entry Queues, Operator Conferences, and Attended Conferencing
8-2
Queue, the routing to the destination conference is automatic. In attended
Entry Queues, routing to the destination conference is done by the operator
and requires the presence of an Operator conference.
When an Entry Queue or conference is unattended, the participants are guided
to the conference using menu-driven scripts that are part of the Entry Queue
Service or IVR Service. DTMF codes entered using the telephone touch-tone
keypad or the endpoint’s DTMF input device, usually a remote control, are
the callers input to voice prompts. The operator is not involved in the
connection process unless the participant fails to enter the destination
conference password or numeric ID (depending on the system configuration)
and the operator assistance option is enabled in the Entry Queue Service or
IVR Service.
Operator Conferences
An Operator conference is a side conference that enables the operator to assist
participants without disturbing the On Going Conferences and without being
heard by other conference participants. The operator can move a participant
from the Entry Queue, conference IVR Queue, Participants Queue, Welcome
Queue (Greet and Guide), or On Going Conference to a private, one-on-one
conversation in the Operator conference. An Operator conference can have up
to two participants only: the operator and a participant. An Operator
conference is required to manage attended conferences.
• The initial setting of an Entry Queue or conference as unattended or
attended is done in the definition of the Entry Queue Service or IVR Service,
by selecting or clearing the “On-hold for Operator Assistance” option in the
Welcome Message dialog box. When selected, callers have to wait for the
operator’s assistance in order to connect to the conference. If this check box
is cleared, the connection process is automatic. For a detailed description of
the Entry Queue or IVR Service definition, see the MGC Manager User’s
Guide, Volume II, Chapter 2, “IVR and Entry Queue Services”.
• Unattended conferences can also be created using SIP factories. For more
information see the MGC Manager User’s Guide, Volume II, Chapter 3, “SIP
Factories”.
With some endpoints (video and IP telephones), the participants can add the
conference numeric ID or conference password to the dial-in number to form
one string in TCS4 or H.323ID format. Using this string the participant can
connect directly to the conference without accessing the Entry Queue first.