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IVR and Entry Queue Services
The Interactive Voice Response (IVR) application is a service that allows
participants to communicate with the conferencing system over the telephone
or an endpoint. The IVR Service includes a set of voice prompts that allow
support of multiple languages and user-specific voice prompts. This set is
activated when a participant connects to the Polycom VoicePlus conferencing
system for conference access or when certain events occur during the
conference, such as voting sessions, Q&A sessions, requests for Operator
assistance and modifying self volume.
The IVR Service automates the connection to the conference process and
enables the participant to perform various operations during the conference.
By combining the input of the caller with menu-driven scripts, participants
can call the conference dial-in number and use a touch-tone telephone or the
endpoint's remote control, to interact with the conferencing system.
The Entry Queue Service is a subset of the IVR Service, and it can be used in
conjunction with IVR for routing dial-in participants. Entry Queue is a call
routing method in which all participants dial the same dial-in number and
then are routed to the appropriate conference by entering the conference
password or conference numeric ID, depending on the system’s
configuration. Callers are guided to the conference using menu-driven scripts
that are part of the Entry Queue Service. The user inputs touch-tone signals in
response to voice prompts.
• The system is shipped with a default IVR Service that can be automatically
installed in the MCU, or manually, by means of the Restore Configuration
utility. For details, see the MGC Administrator’s Guide, Chapter 2, Manual
Installation of the Default Message Services.
• Up to 30 IVR Services may be defined for a single MGC unit.