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Chapter 8 - Entry Queues, Operator Conferences, and Attended Conferencing
8-38
Attended Conferencing
When participants connect to an Entry Queue or IVR-enabled conference
they initially hear a welcome message. If the Entry Queue or IVR-enabled
conference is set to attended mode (the Entry Queue service or the IVR
service is configured to “wait for Operator Assistance”), they are then moved
to the Participant’s Queue where they must wait for an operator to attend to
them.
The participants can be in one of the following stages: Greeting (Welcome),
Attended, On Hold, or Conferencing. The operator controls the participant
connection to the conference moving the participant from one stage to
another. The move is performed either interactively using drag-and-drop,
using the right-click pop-up menu, or the using appropriate buttons on the
Participants Queue toolbar. Special icons are used to indicate the participant
status in an attended conference.
Greeting - In the Greeting stage, participants connect to the Entry Queue or
directly to an IVR-enabled conference. They hear a Welcome message, view a
Welcome video slide, and are then moved to the Participants Queue where
they wait for the operator to connect them to the conference.
Attended - In the Attended stage, participants are moved to the Operator
conference, where after a short conversation with the participant, the operator
moves each participant to the appropriate conference (Home conference) or
places them on hold.
On Hold - In the On Hold stage, participants wait in the Participant’s Queue
where they hear background music, view the same Welcome video slide, and
wait for the operator’s assistance. Participants are also placed on hold and
moved to the Participant’s Queue when they enter the wrong conference
Numeric ID (while in the Entry Queue) or the wrong password. This option
must be enabled in the Entry Queue or the IVR Service and an Operator
conference must be running on the MCU.
Conferencing - In the Conferencing stage, the participant is already
connected to the On Going Conference. During the conference, operator
assistance can be requested via DTMF codes, but only if it is already
configured in the IVR Service assigned to the conference. For information
about configuring IVR Services, refer to the MGC Manager User’s Guide,
Volume II, Chapter 2, “IVR and Entry Queue Services”.