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MGC Manager User’s Guide - VoicePlus Edition
7-3
Requirements for an Attended Conference
A conference can be defined set as attended or unattended by setting the IVR
Service to attended mode.
In such a conference, the connection to the conference is managed by the
operator, as well as the operations performed during the conference such as
managing the Question and Answer session, voting, muting and unmuting
participants, and more.
An Operator conference is required to manage the connection to attended
conferences.
An Operator conference can have up to two participants only: the operator
and a participant. The operator can move a participant from the Entry Queue,
conference IVR Queue, Participants Queue, or On Going Conference to a
private, one-on-one conversation in the Operator conference by selecting or
clearing the “On-hold for Operator Assistance” option in the Entry Queues
Service assigned to the entry queue. If the conference is accessed from the
Entry Queue, the connection to the conference is set to attended mode.
To run attended conferences the following entries must be set:
Table 7-1: Attended Conference Entities
Entity Description
An ongoing
Operator
conference
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. It can have up to two participants
only - the operator and the participant. It must be running
before the attended conference is set up.
The Operator Conference is required when:
• The operator needs to talk to the participant to obtain
the participant’s personal information, such as name,
email address, etc.
• To manage the participants waiting in the participants
Queue.
• When the participant has requested help and the
operator wants to talk to him/her.