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Attended Conferencing
An operator Attended conference is a service designed usually for large
conferences and can contain both dial-in and dial-out participants. In many
attended conferences, the name and the telephone number of each dial-out
participant is given to the operator at the time the reservation is made. For
dial-in participants, the Entry Queue used for conference access, or the IVR
service assigned to the conference, are set to attended mode. Using the
enhanced tools for attending participants, conferences, the operator or
coordinator makes sure all invited participants are on hand, then sees to it that
the conference proceeds according to plan. Usually, the operator initiates the
call to connect participants and greets the participants when connected.
In Attended conferences, the operator can assist participants by greeting and
guiding them to the appropriate conference, or by helping them join the
conference if they have failed to enter the required information (password).
When dial-in 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 Participants 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, and Conferencing. The operator controls the participants’
connections to the conference moving them from one stage to another.
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 and are
then moved to the Participants Queue where they wait for the operator to
connect them to the conference.