Polycom 3725-70003-009F User Manual

ReadiVoice®

Administration &

Maintenance Guide

ReadiVoice Administration & Maintenance Guide

Trademark Information

Polycom®, the Polycom logo design, ReadiVoice®, InnoVox®, and the Voyant logo are registered trademarks of Polycom, Inc. Voyant Technologies

is a trademark of Polycom, Inc. All other trademarks

are the property of their respective owners.

Patent Information

The accompanying product is protected by one or more U.S. and foreign patents and/or pending patent applications held by Polycom, Inc.

Catalog No. 3725-70003-009

v. 2.56.x

Polycom Inc.

1765 West 121st Avenue

Westminster, CO 80234-2301 U.S.A.

No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Polycom, Inc. Under the law, reproducing includes translating into another language or format.

As between the parties, Polycom, Inc. retains title to, and ownership of, all proprietary rights with respect to the software contained within its products. The software is protected by United States copyright laws and international treaty provision. Therefore, you must treat the software like any other copyrighted material (e.g. a book or sound recording).

Every effort has been made to ensure that the information in this manual is accurate. Polycom, Inc. is not responsible for printing or clerical errors. Information in this document is subject to change without notice.

ii Proprietary & Confidential

About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

1 Introducing the ReadiVoice® System

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvi

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvii

What is the ReadiVoice System? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

How ReadiVoice Conferencing Works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Starting and Joining a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Controlling a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Managing Your ReadiVoice System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Operator Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Provisioning Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Administration Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Components of the ReadiVoice System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

ReadiVoice-PSTN Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

ReadiVoice-IP Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

ReadiVoice-IP Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

“Dialing” in ReadiVoice-IP Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

ReadiVoice Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

How Quick-Start and Conference Continuation Affect Call Flow . . . 12

How One-Click Conference Affects Call Flow . . . . . . . . . . . . . . . . . . . . 12

How A Two-Password Configuration Affects Call Flow . . . . . . . . . . . 14

How IP Tributaries Affect ReadiVoice-IP Call Flow . . . . . . . . . . . . . . . 14

2 Administering the ReadiVoice System

Opening ReadiVoice System Administration . . . . . . . . . . . . . . . . . . . . . . . . 16

Maintaining Bridge Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Adding a New Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Modifying an Existing Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Deleting a Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Proprietary & Confidential iii

ReadiVoice Administration & Maintenance Guide

Working with Translation Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Working with Bridge Groups and Routing Lists . . . . . . . . . . . . . . . . . . . . . 25

Managing Bridge Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Managing Routing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Working with Number Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Adding a Number Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Modifying a Number Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Deleting a Number Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Working with Access Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Adding an Access Class . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Renaming an Access Class . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Deleting an Access Class . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Working with Access Phone Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Adding Access Phone Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Moving Fixed Access Numbers to Another Bridge . . . . . . . . . . . . . . . . 37

Reassigning an Access Phone Number’s Subscribers . . . . . . . . . . . . . . 38

Changing an Access Phone Number’s Access Class . . . . . . . . . . . . . . . 40

Changing Hidden Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Deleting an Access Phone Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Working with Multiple Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Adding a Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Editing a Provider Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Deleting a Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Working with Subscriber Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Adding a New Subscriber Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Editing a Subscriber Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

How Continuation Settings Interact . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Deleting a Subscriber Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Setting Up the Provisioning Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Managing System Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Adding an Internal User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Changing an Internal User’s Password . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Adding Translation Numbers to a Bridge . . . . . . . . . . . . . . . . . . . . 23

Changing the Translation Numbers Assigned to a Bridge . . . . . 24

Adding a Bridge Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Modifying a Bridge Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Deleting a Bridge Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Adding a Routing List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Modifying a Routing List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Renaming a Routing List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Deleting a Routing List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

iv Proprietary & Confidential

Deleting an Internal User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Defining Invalid Subscriber Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Adding Entries to the List of Invalid Subscriber Passwords . . . . . . . . 66

Deleting Entries from the List of Invalid Subscriber Passwords . . . . . 67

3 Monitoring the ReadiVoice System

Accessing the Monitoring Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Checking System Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Viewing Conferencing Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Current Conferences Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

CDR Data by Subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

CDR Data by Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Detailed CDR Data for One Conference . . . . . . . . . . . . . . . . . . . . . . . . . 76

Viewing Operator Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Viewing Operator Request Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Viewing Operator Request Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Using the SNMP Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Using the Channel State Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Contents

4 Maintaining the ReadiVoice System

Quick Maintenance Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Understanding Informix Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Archives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Logical Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Backing Up Logical Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Daily Maintenance Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Stopping Logical Log Backup and Replacing Tapes . . . . . . . . . . . . . . 97

Checking the ReadiVoice Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Checking Informix Dynamic Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Restarting Backup and Verifying Tape Drive Status . . . . . . . . . . . . . 102

Weekly Maintenance Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Checking Solaris Disk Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Checking for Defunct Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Database Maintenance Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Purging Outdated Call Detail Records (CDRs) . . . . . . . . . . . . . . . . . . 105

CDR Purge Script Command Syntax and Examples . . . . . . . . . . 105

Running a One-Time Purge of CDRs . . . . . . . . . . . . . . . . . . . . . . . 107

Scheduling Automatic Purges of CDR Records . . . . . . . . . . . . . . 108

Restoring Purged CDR Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Purging Subscriber Records Flagged for Deletion . . . . . . . . . . . . . . . 109

Proprietary & Confidential v

ReadiVoice Administration & Maintenance Guide

Purging the CacsEventUpdate Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Purging the AccOptChanges Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Infrequent Maintenance Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Stopping and Restarting ReadiVoice Processes . . . . . . . . . . . . . . . . . 111

Rebooting the Sun Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Rebooting a Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Changing the ReadiVoice Password . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Manually Backing Up and Restoring . . . . . . . . . . . . . . . . . . . . . . . . . . 115

5 Configuring the ReadiVoice System

Changing System Configuration Settings . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Changing the Talker Update Frequency . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Configuring Shortened Dial-Out Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . 124

Disabling Waiting Room Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Configuring Dial-Out Billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Enabling Account Options Updating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Using the Music Hold Extender Message . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Configuring Remote Alarm Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Pager Notification Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Email Notification Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Testing Remote Alarm Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Changing the Alarm Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Continuously Monitoring for Alarms . . . . . . . . . . . . . . . . . . . . . . . . . 135

Interpreting the Alarm Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Enabling Conference Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Enabling Conference Recording Connections . . . . . . . . . . . . . . . . . . . 137

How Conference Recording Works . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Enabling SNMP Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Changing the Web Server Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Enabling Operators to Unlock Conferences . . . . . . . . . . . . . . . . . . . . . . . . . 143

Backing Up Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Restoring from a Manual Backup Tape . . . . . . . . . . . . . . . . . . . . 116

Voice Prompts for Conference Recording . . . . . . . . . . . . . . . . . . . 138

Recording Configuration Variables in the .odprocrc File . . . . . . 138

6 Diagnostics and Troubleshooting

Viewing Critical Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Database Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Checking for Informix Server Engine Errors . . . . . . . . . . . . . . . . . . . . 147

Checking for Slow SQL Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

vi Proprietary & Confidential

Logging Database Activity with the Database Monitoring Script . . 148

Running the Contents of

Telephony Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Dial-Out Channel Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Dial-In Channel Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

dbMon.pl

Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

7 Customizing & Branding Your ReadiVoice System

Customizing Touchtone Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Rules and Guidelines for Customizing Commands . . . . . . . . . . . . . . 156

Procedure for Customizing Commands . . . . . . . . . . . . . . . . . . . . . . . . 156

Detailed Information for Specific Touchtone Features . . . . . . . . . . . . 158

Lock/Unlock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Mute/Unmute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Mute All / Unmute All . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Listen Only / Unlisten Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Private and Conference Roll Call . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Customizing Confirmation Sounds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Customizing the Moderator Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Branding the Moderator with Your Company Logo . . . . . . . . . . . . . 163

Customizing the Moderator for a Specific Subscriber Group . . . . . . 164

Working with Prompt Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Adding a Prompt Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Renaming a Prompt Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Deleting a Prompt Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Customizing Greetings and Related Messages . . . . . . . . . . . . . . . . . . . . . . 169

Creating Your Own Indexed WAVE Files . . . . . . . . . . . . . . . . . . . . . . . . . 171

Building Indexed WAVE Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Key File Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Setting Up a Predefined Key File . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Creating a Generic Key File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Running the Build Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Details About the WAVE File Format . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Indexed WAVE File Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Language Chunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Index Chunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Contents

A Voice Prompts and Call Flows

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

About Initial Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Voice Prompt File Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Proprietary & Confidential vii

ReadiVoice Administration & Maintenance Guide

Call Flow Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

B CDR Data Reference

CDR Processing Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Informix CDR Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

C SNMP Events and Alarms

SNMP Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

Contents of the SNMP MIB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263

Using the SNMP Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Contents of SNMP Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Contents of Histogram Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270

D ReadiVoice-IP with IP Tributaries

What are IP Tributaries? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Implementing IP Tributaries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

Figures

Figure 1-1 ReadiVoice-PSTN system diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Figure 1-2 ReadiVoice-PSTN INCR signaling flow . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Figure 1-3 ReadiVoice-IP system diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Figure 1-4 ReadiVoice call flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Figure 2-1 System Administration home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Figure 2-2 Login dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Figure 2-3 Bridges page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Figure 2-4 Translation Numbers page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Figure 2-5 Bridge Groups page (routed system only) . . . . . . . . . . . . . . . . . . . . . . . 26

viii Proprietary & Confidential

Figures

Figure 2-6 Routing Lists page (routed system only) . . . . . . . . . . . . . . . . . . . . . . . . 27

Figure 2-7 Edit Routing List page (routed system only) . . . . . . . . . . . . . . . . . . . . 28

Figure 2-8 Number Groups page (routed system) . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Figure 2-9 Access Classes page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Figure 2-10 Access Phone Numbers page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Figure 2-11 Access Phone Numbers page after search . . . . . . . . . . . . . . . . . . . . . . . 38

Figure 2-12 Modify Existing Access Phone Number page . . . . . . . . . . . . . . . . . . . 39

Figure 2-13 Checking an Access Phone Number’s subscribers . . . . . . . . . . . . . . . . 40

Figure 2-14 Application Providers page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Figure 2-15 Add Provider page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Figure 2-16 Subscriber Group page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Figure 2-17 Edit Group page (top portion) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Figure 2-18 Company and Billing sections of Edit Group page . . . . . . . . . . . . . . . 50

Figure 2-19 Call Flow and Voice Prompt section of Edit Group page . . . . . . . . . . 51

Figure 2-20 Conference Options section of Edit Group page . . . . . . . . . . . . . . . . . 53

Figure 2-21 Quick Provisioning Setup page (top) . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Figure 2-22 Quick Provisioning Setup page (bottom) . . . . . . . . . . . . . . . . . . . . . . . 62

Figure 2-23 Passwords page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Figure 2-24 Operator Registered Subscriber Groups page . . . . . . . . . . . . . . . . . . . 65

Figure 2-25 Invalid Subscriber Password Table page . . . . . . . . . . . . . . . . . . . . . . . 67

Figure 3-1 ReadiVoice internal user home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Figure 3-2 System Status page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Figure 3-3 Conference Status page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Figure 3-4 Viewing CDR data by subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Figure 3-5 Retrieving CDR data by conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Figure 3-6 Viewing detailed CDR data for a conference . . . . . . . . . . . . . . . . . . . . 76

Figure 3-7 The Operator Statistics Requests page . . . . . . . . . . . . . . . . . . . . . . . . . 78

Figure 3-8 Searching for operator requests by subscriber . . . . . . . . . . . . . . . . . . . . 78

Figure 3-9 Results of operator request search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Figure 3-10 Generating statistics for all operators . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Figure 3-11 Results of generating statistics for all operators . . . . . . . . . . . . . . . . . . 81

Figure 3-12 Perfmeter tab of SNMP Monitor window . . . . . . . . . . . . . . . . . . . . . . . 82

Figure 3-13 SNMP Monitor Properties dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Figure 3-14 Statistics tab of SNMP Monitor window . . . . . . . . . . . . . . . . . . . . . . . 84

Figure 3-15 Histograms window of SNMP Monitor . . . . . . . . . . . . . . . . . . . . . . . . . 85

Figure 3-16 Channel State Monitor page, listing bridges in the system . . . . . . . . 86

Figure 3-17 Channel State Monitor’s summary information for a bridge . . . . . . . 87

Figure 3-18 Applet window with details for the selected card . . . . . . . . . . . . . . . . . 88

Figure 3-19 Applet window with details for the selected span . . . . . . . . . . . . . . . . 89

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Figure 3-20 Applet window with details for the selected channel (port) . . . . . . . . 89

Figure 4-1 Checking the ReadiVoice processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Figure 4-2 Checking the Informix database space . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Figure 4-3 Checking Informix users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Figure 4-4 Checking logical logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Figure 4-5 Checking the status of the logical log tape drive . . . . . . . . . . . . . . . . 102

Figure 4-6 Checking the status of the archive tape drive . . . . . . . . . . . . . . . . . . . 102

Figure 4-7 Checking disk space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Figure 4-8 Checking for defunct processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Figure 5-1 System Configuration page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Figure 5-2 The default alarm modem settings in the /etc/remote file . . . . . . . . 131

Figure 5-3 The alarm settings in the .odprocrc file . . . . . . . . . . . . . . . . . . . . . . . . . 134

Figure 5-4 ReadiVoice Monitoring Tool running . . . . . . . . . . . . . . . . . . . . . . . . . 135

Figure 5-5 Example of conference recording settings in the

Figure 5-6 The SNMP logging settings in

.odprocrc

.odprocrc . . . . . . . . . 141

file . . . 140

Figure 6-1 Critical Logs page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Figure 6-2 Bridge critical log page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Figure 7-1

[DTMF_CMDS]

section of default

ive.ini

file . . . . . . . . . . . . . . . . . . . . 157

Figure 7-2 Prompt Sets page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Figure A-1 Checking the format of

.wav

files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Figure A-2 Understanding the call flow diagrams . . . . . . . . . . . . . . . . . . . . . . . . . 206

Figure A-3 Traditional shared call flow (initial entry) . . . . . . . . . . . . . . . . . . . . . . 207

Figure A-4 Traditional private call flow (initial entry) . . . . . . . . . . . . . . . . . . . . . . 208

Figure A-5 Two-password shared call flow (initial entry) . . . . . . . . . . . . . . . . . . . 209

Figure A-6 Two-password private call flow (initial entry) . . . . . . . . . . . . . . . . . . 210

Figure A-7 Routed (INCR) call flow (initial entry) . . . . . . . . . . . . . . . . . . . . . . . . . 211

Figure A-8 IP Call process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Figure A-9 Recording dial-out process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Figure A-10 Subscriber dial-out process (long) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Figure A-11 Subscriber dial-out process (short) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Figure A-12 Called party dial-out process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Figure A-13 Dial-out newcomer process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Figure A-14 Subscriber call flow (after initial entry) . . . . . . . . . . . . . . . . . . . . . . . . . 218

Figure A-15 Participant call flow (after initial entry) . . . . . . . . . . . . . . . . . . . . . . . . 219

Figure A-16 Subscriber validation process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Figure A-17 Conference security code process (subscriber) . . . . . . . . . . . . . . . . . . 221

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Figures

Figure A-18 Conference security code process (participant) . . . . . . . . . . . . . . . . . . 222

Figure A-19 Music hold process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Figure A-20 Name record process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Figure A-21 Locked/full conference process (participant) . . . . . . . . . . . . . . . . . . . 225

Figure A-22 Operator wait process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Figure A-23 Account options process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Figure A-24 Account options menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Figure A-25 Account options help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Figure A-26 Announcement setting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Figure A-27 Autocontinuation setting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Figure A-28 Listen only entry setting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Figure A-29 Password setting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Figure A-30 Quick start setting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Figure A-31 Roll call setting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Figure A-32 Waiting room setting process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Figure A-33 Entry announce process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Figure A-34 Exit announce process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Figure A-35 Waiting room process (subscriber) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

Figure A-36 Toggle waiting room reminders process . . . . . . . . . . . . . . . . . . . . . . . 240

Figure A-37 Roll call process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Figure A-38 Operator request process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Figure A-39 Rejoin conference process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Figure A-40 End conference process (subscriber) . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Figure A-41 In-conference commands by subscriber . . . . . . . . . . . . . . . . . . . . . . . . 245

Figure A-42 In-conference commands by subscriber (continued) . . . . . . . . . . . . . 246

Figure A-43 In-conference commands by subscriber (continued) . . . . . . . . . . . . . 247

Figure A-44 In-conference commands by participant . . . . . . . . . . . . . . . . . . . . . . . . 248

Figure A-45 Conference termination process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Figure A-46 Other in-conference events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

Figure C-1 SNMP overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262

Figure C-2 Sample SNMP log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Figure C-3 Sample histogram log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270

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Tables

Table 2-1 Maximum number of translation numbers needed per bridge . . . . . . 22

Table 2-2 Provider Information fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Table 2-3 Group Information fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Table 2-4 Company Information fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Table 2-5 Billing Information fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Table 2-6 Call Flow and Voice Prompt fields and settings . . . . . . . . . . . . . . . . . . 52

Table 2-7 Conference Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Table 2-8 Continuation settings at a glance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Table 4-1 Summary of daily and weekly maintenance tasks . . . . . . . . . . . . . . . . 92

Table 4-2

Table 4-3

Table 5-1 Supported call flows on non-routed shared systems . . . . . . . . . . . . . 121

Table 5-2 Supported call flows on non-routed private systems . . . . . . . . . . . . . 121

Table 5-3 Supported call flows on routed systems . . . . . . . . . . . . . . . . . . . . . . . . 122

Table 5-4 Alarm section parameters of

Table 5-5 Alarm code format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Table 5-6 Error code descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Table 5-7 Variables you can use in recorderSetupString . . . . . . . . . . . . . . . . . . . 138

Table 5-8 SNMP logging parameters of the

Table A-1 All voice prompts, alphabetized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Table A-2 Guide to call flow diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Table B-1 Conference Information (cdr_post_conf) . . . . . . . . . . . . . . . . . . . . . . . 252

Table B-2 Participant Information (cdr_post_part) . . . . . . . . . . . . . . . . . . . . . . . . 255

Table B-3 Feature Information (cdr_post_state) . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Table B-4 Conference End Verification (cdr_end_conf) . . . . . . . . . . . . . . . . . . . . 259

Table B-5 ACM Data (cdr_acm_data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

purgeCDR purgeCDR

command options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

.odprocrc

file . . . . . . . . . . . . . . . . . . . . 134

.odprocrc

file . . . . . . . . . . . . . . . . 141

Table C-1 The SNMP MIB’s system information table . . . . . . . . . . . . . . . . . . . . . 263

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Table C-2 The SNMP MIB’s system histogram table . . . . . . . . . . . . . . . . . . . . . . 264

Table C-3 The SNMP MIB’s bridge information table . . . . . . . . . . . . . . . . . . . . . 264

Table C-4 The SNMP MIB’s bridge histogram table . . . . . . . . . . . . . . . . . . . . . . . 265

Table C-5 SNMP log file fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Table C-6 Histogram log file fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270

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About This Manual

This introduction provides a brief overview of the ReadiVoice Administration & Maintenance Guide, describes the conventions used in this manual, and

explains how to get additional information or support.

Purpose

This manual is for administrators of a ReadiVoice system. It covers:

• Administering the ReadiVoice application. Describes using the Web-based

System Administration interface to add, modify, and view the system and user data.

• Monitoring the ReadiVoice system. Describes using the monitoring tools

in the System Administration interface to monitor the status of the system, usage levels, conference data, and operator data.

• Maintaining the ReadiVoice system. Includes routine maintenance tasks,

backup and database maintenance procedures, and other maintenance tasks you may need to perform from time to time.

• Configuring the ReadiVoice system. Includes procedures for changing

how the system works and what capabilities, features and options are enabled. Many of these tasks involve editing configuration files and working at the UNIX command prompt.

• Customizing and branding the ReadiVoice system. Describes customizing

the system for your company and customizing how specific sets of users experience the system.

• Diagnosing and troubleshooting the ReadiVoice system. Describes tools

and procedures for identifying problems with the system.

In addition, the appendices of this manual provide reference information about the system, including voice prompts and call flows, CDR (call detail record) data, and SNMP data.

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Document Conventions

This document uses the following typographical conventions.

Typef ace Usage

bold Names of fields, screens, windows, dialog boxes,

italics New terms, book titles, or emphasis; for example:

and other user interface elements; for example:

1 Type the number into the Phone Number

field and click Dial.

2 Click Cancel to close the dialog box.

According to the VERITAS Cluster Server User Guide, crash tolerant applications are sometimes referred to as cluster friendly applications.

code

code, bold

code, bold & italics

Computer output, command references within text, and filenames; for example:

Performs the initial configuration and reads the

.vcsrc

file

Command line entries, for example:

Type

cp ../default_group.ini

group.ini

Command line variables, for example:

Type

groupnn.ini

cp ../default_group.ini

replacing

with the

subscriber group number.

SMALL CAPS Specific keys on the keyboard, for example:

Move the cursor by pressing TAB or

SHIFT+TAB.

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Support

About This Manual

Recognizing that technology alone cannot solve today’s complex challenges, Polycom Global Services provides the industry’s best technical support staff and programs to let you concentrate on the task at hand. ReadiVoice users can select from a variety of support solutions to obtain the level of support that best meets their needs.

Before contacting your Polycom Global Services representative for technical assistance, gather as much information as possible about your situation. Any information you can provide helps us assess the problem and develop an appropriate solution.

Polycom Global Services Telephone and Email

If you have comments or questions about ReadiVoice or if you need technical assistance, contact:

• Polycom Global Services in U.S.A

• Denver metro or outside U.S.A.

• Email: techsupport@polycom.com

Polycom Global Services on the Web

For more information about Polycom Global Services, go to

http://www.polycom.com and select the Support Solutions link under the

Global Services category.

Polycom Technical Publications Department

If you have comments or questions about this or any other ReadiVoice documentation, contact:

Polycom Technical Publications Department 1765 West 121st Avenue Westminster, CO 80234-2301 U.S.A.

Email: TechPubs@polycom.com

800-827-7782

303-223-5223

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Introducing the ReadiVoice® System

This chapter offers a general overview of the ReadiVoice conferencing system and its features, functionality, and components.

What is the ReadiVoice System?

The ReadiVoice is the industry-leading, on-demand conferencing system. It provides an easy-to-use, reliable, scalable, and full-featured conferencing solution.

A ReadiVoice conference may contain up to 300 participants, including the conference leader(s).

How ReadiVoice Conferencing Works

The ReadiVoice system is subscriber-based. A subscriber is someone, such as a chairperson or conference leader, for whom you’ve set up conferencing access. Each subscriber has access to a specified number of conferencing ports and can use them at any time.

Through the provisioning process, you add subscribers to the ReadiVoice system’s database. Each subscriber is given an access phone number for dialing into the system and a subscriber password that identifies the subscriber. An access number can be shared by many subscribers or private (assigned to only one subscriber). If the access number is shared, the subscriber is also given either:

• An access code that everyone uses to access the subscriber’s conferences.

• A participant password that participants use to access the subscriber’s

conferences (the subscriber uses the subscriber password).

Each conferencing subscriber is a member of a subscriber group. Subscriber groups are logical groupings of related subscribers who share the same default settings and options (for instance, a specific prompt set). You can create groups for specific purposes or you can use one subscriber group for all subscribers.

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Starting and Joining a Conference

Once provisioned, a subscriber can hold a conference at any time. No advance reservation is necessary or possible. Subscribers can start conferences from any touchtone telephone by dialing the access phone number and providing their access code (if any) and subscriber password when prompted.

Participants join a conference by dialing the access phone number and providing their access code or participant password. If the account permits, the subscriber can also specify a conference security code that participants must know to join the conference.

Controlling a Conference

A subscriber can have only one conference active at a time. During a conference, subscribers can control the conference and dial out to additional participants using:

Telephone touchtone (DTMF) commands — The ReadiVoice system supports a complete set of touchtone commands. Subscribers can use these to control the conference, enable or disable features, and dial out. Participants can use these to control their own lines and use features to which they’ve been given access.

The touchtone command set is completely configurable at the system level. In addition, you can enable or disable specific features at the subscriber group or individual subscriber level.

The Web-based Moderator interface — The Moderator lets your conferencing subscribers or their designated moderators set up, start, monitor, and control their conferences over the Internet. To log into the Moderator, users enter the subscriber’s access phone number, access code (if any), and password.

The Moderator provides the conference control features that are enabled in the subscriber profile for the conference. Most commands available to the subscriber as touchtone commands are also available in the Moderator.

By default, conferences start when the subscriber arrives and end when the subscriber leaves. This can be modified as follows:

• If the Quick Start option is enabled, participants don’t have to wait on hold

for the subscriber. The conference starts when the first participant arrives.

• If Continuation is enabled, the conference doesn’t end when the subscriber

leaves. It continues until the last participant leaves.

• The system can be configured to end a conference (or call an operator)

containing only one to three lines (configurable) after a specified delay. You can use this feature to handle problems such as someone forgetting to hang up a speaker phone in a conference room.

For more detailed information about how subscribers and participants interact with the system to set up, start, control, and join conferences, see the ReadiVoice Subscriber Guide.

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Managing Your ReadiVoice System

Day-to-day management and operation of your ReadiVoice system is accomplished using operator/maintenance stations, which are typically standard PCs connected to your company’s LAN (local area network) or WAN (wide area network). From these PCs, your company’s staff can access the Web-based ReadiVoice applications for:

Operators — Respond to operator requests from subscribers (and, if authorized, participants) to resolve problems, answer questions, or provide other assistance.

Provisioners — Add, modify, and delete subscriber accounts.

System Administrators — Configure and maintain the ReadiVoice system,

create new subscriber groups, and set up other internal users and their passwords. They can also perform the provisioning functions.

To use a Web-based ReadiVoice application, users launch a supported browser (Microsoft Internet Explorer version 5.5 or later), point it to the correct Internet address (URL) for the application, and log in when prompted.

Introducing the ReadiVoice® System

Note:

Operator Interface

Note:

The Operator application and some parts of the Administration interface also require a Java virtual machine (plug-in), which the user is prompted to download if it isn’t already installed. Voyant has certified these Java applets with the Sun Microsystems Java Runtime Engine (JRE) 1.3.1 and 1.4.2, on Microsoft Windows 2000 and Microsoft Windows XP.

These applets should work on other platforms and operating systems and with newer versions of the JRE, but that depends on proper implementation by the operating system and Java virtual machine. Polycom hasn’t tested other possible combinations and can’t be responsible for implementation or compatibility issues beyond our control.

The ReadiVoice Operator interface lets operators monitor the conferences on the system, answer operator requests from their subscribers and participants, and perform various tasks to assist users.

The ReadiVoice system doesn’t require operators. Providing operator services is entirely optional.

Operators may have access to all conferences or they may be limited to the conferences of a specific subscriber group or groups, depending on their login name and the system configuration.

When someone requests an operator, the system sends an audible and visual alert to the available operators. An operator can answer the oldest request in the queue or select a specific request from a list.

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ReadiVoice Administration & Maintenance Guide

When operators answer a request or select a conference to monitor, the system registers them for the conference and displays all the available information about the conference and its participants.

If an operator’s duties include provisioning as well as answering operator requests, the operator can switch to the Provisioning interface by clicking the Provisioning button on the Operator page.

For more information about the Operator interface and operator tasks, see the ReadiVoice Operator Guide.

Provisioning Interface

The ReadiVoice Provisioning interface lets provisioners create and modify ReadiVoice subscriber accounts. A subscriber account authorizes someone to use your ReadiVoice system.

Note:

We recommend automating your initial subscriber provisioning. Contact Polycom for help with this. The ReadiVoice system’s Provisioning interface is available for manual provisioning and for viewing or modifying subscriber account information.

To set up an account for a customer, a provisioner enters subscriber and billing information and defines the subscriber’s conference access and features.

All subscribers belong to a subscriber group. You can use one subscriber group for everyone, or you can have multiple subscriber groups, each used for a specific company, access method, or other affinity group. A subscriber group can have its own default voice prompt set, account settings, and number group (controlling access numbers and routing).

Like operators, provisioners may have access to all subscriber groups or they may be limited to a specific subscriber group, depending on their login name and the system configuration.

The Provisioning interface lets provisioners create new subscriber accounts or search for an existing account and then edit or disable it.

For more information about the Provisioning interface and provisioning tasks, see the ReadiVoice Provisioning Guide.

Administration Interface

The ReadiVoice Administration interface lets administrators monitor the system, create new subscriber groups, customize the interfaces, create and maintain user logins, set default parameters, and configure bridges.

This manual describes the Administration interface and administrative tasks.

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Components of the ReadiVoice System

A ReadiVoice system includes:

• A Conference Allocation and Control System (CACS) server.

• Up to twelve InnoVox media servers (conferencing bridges), providing up

to 5,760 ports in a single system, or one InnoVox media server, providing 4032 ports in a single 13U bridge cabinet.

• An optional boot server from which the bridges boot.

The specific configuration of a ReadiVoice system depends on its capacity (number of ports), type of media server(s), and options.

The CACS and boot server may be the same server. All system components mount into a standard 19-inch rack.

Two types of ReadiVoice systems are available. There are both hardware and software differences between the two types, although the core ReadiVoice software is the same (merely configured differently). The two types are for different network environments:

Introducing the ReadiVoice® System

ReadiVoice-PSTN uses the Public Switched Telephone Network (PSTN). The bridge or bridges make circuit-switched connections over standard digital telephony spans.

ReadiVoice-IP uses Voice Over IP (VOIP). The bridge makes packet-switched Internet Protocol (IP) connections over Ethernet.

ReadiVoice-PSTN Systems

The PSTN version of ReadiVoice has two call routing configurations:

Fixed Access — Each access telephone number terminates on a specific bridge in the system. This configuration is called a non-routed system.

Intelligent Network Call Routing (INCR) — Access telephone numbers aren’t assigned to specific bridges. Instead, the ReadiVoice system uses a carrier common channel signaling network (such as SS7 or Tollfree Gateway) to dynamically route calls among available bridges. This configuration is called a routed system. A routed system makes more efficient use of the bridges because you can distribute the conferencing load and specify bridge availability and priority.

Figure 1-1 provides a high-level view of the major components in a routed

ReadiVoice-PSTN system attached to a carrier common channel signaling network. A fixed access system is identical, but without the Service Control Point (SCP) connecting it to the carrier common channel signaling network.

The SCP may or may not be required for a routed system, depending on your carrier.

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The SCP (if required), subscriber database, and Web server can physically reside on the CACS server. In large systems, however, these components may be distributed among multiple servers in order to distribute the processing load.

Figure 1-1 ReadiVoice-PSTN system diagram

InnoVox

Bridges

Carrier

common

channel

signaling

network

Subscriber access via

Web-based Moderator

Internet

PSTN

(See note)

SCP (if required)

Dedicated LAN

Corporate LAN/WAN

CACS

Operator/Maintenance

Database

Note: The InnoVox bridges are connected to the PSTN via a switch certified by the local country regulatory authority.

Station

When a caller dials a ReadiVoice-PSTN subscriber’s access phone number on a typical routed ReadiVoice system:

1 The originating central office switch recognizes the number as requiring

carrier common channel signaling network handling.

2 The carrier switch sends a query through the carrier common channel

signaling network to the ReadiVoice CACS, which allocates bridge resources to that subscriber according to his or her subscriber account settings.

3 The CACS returns a routing solution through the carrier common

channel signaling network to the originating carrier switch. It also notifies the bridge of the upcoming call and the associated account profile and features.

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Introducing the ReadiVoice® System

4 The carrier switch uses the routing solution to route the call to the

InnoVox bridge selected by the CACS call router.

Figure 1-2 summarizes this INCR signaling flow.

5 When the call reaches the bridge, the ReadiVoice system places it into an

interactive call flow script to guide the caller into the conference. In a fixed access system, the script collects the access code (if needed). In all systems, the script handles subscriber identification and collection of the optional conference security code. Non-subscribers are put on hold until the subscriber arrives, enters the subscriber password, and starts the conference.

6 If the account permits, the call flow script gives the subscriber an

opportunity to review and change account options prior to starting the conference.

7 Once the subscriber starts the conference, participants are prompted to

enter the conference security code (if applicable) and then placed into the conference.

Figure 1-4 on page 13 summarizes the ReadiVoice basic call flow after the call

reaches the bridge or on a non-routed system.

If the Quick Start feature is enabled, participants don’t have to wait for the subscriber. They’re placed directly into conference instead of on hold. If the Roll Call feature is enabled, callers are prompted to record their name before entering the conference.

Callers who enter the subscriber or participant password or the conference security code incorrectly three times are played the appropriate message and then either sent to an operator (if available) or disconnected, depending on how your system is configured.

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ReadiVoice Administration & Maintenance Guide

Figure 1-2 ReadiVoice-PSTN INCR signaling flow

Start

User dials

ReadiVoice

access phone number

Originating switch

initiates carrier common

channel signaling

network query to CACS

Originating switch

recognizes that the

number requires carrier

common channel

signaling network

handling

If applicable, collects

access code.

Is the conference

underway?

Are there enough

ports?

Yes

Are there enough

ports?

ReadiVoice is not

available. Try again.

(Or special network

handling.)

Select bridge,

allocate resources

Yes

Return associated

PSTN translation

number

Originating switch

completes call using

translation number supplied by carrier

common channel

signaling network

Call placed in

ReadiVoice call flow

script

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ReadiVoice-IP Systems

All ReadiVoice-IP systems are routed. That is, the CACS uses SIP (Session Initiation Protocol) signaling over IP to route calls dynamically among available bridges.

Figure 1-3 provides a high level view of the components in a ReadiVoice-IP

system.

Figure 1-3 ReadiVoice-IP system diagram

PSTN

Gateway

Introducing the ReadiVoice® System

Subscriber access via

Web-based

Moderator

123

456

789

SIP Phone

123

456

789

SIP Phone

Windows XP

SIP Phone

InnoVox

Bridge(s)

I P

Ethernet

Switch

Gigabit

Conference

100Base-T

Control

Internet

IP Over Ethernet

Corporate LAN/WAN

CACS

Operator/

Maintenance

Database

Station

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ReadiVoice Administration & Maintenance Guide

ReadiVoice-IP Call Processing

When a caller dials a ReadiVoice-IP subscriber’s access phone number on a typical ReadiVoice system:

1 The SIP Invite message from the caller‘s SIP user agent (perhaps a SIP

telephone) reaches the call-control portion of the CACS. If the SIP invite contains no access code:

a The CACS directs the call to a bridge with a free port and runs a bridge

script that prompts the caller for the access code.

b The bridge returns that access code to the CACS.

2 The CACS uses the access code to identify the subscriber account. Its call

router allocates bridge resources according to the service description of the subscriber just identified.

3 The CACS connects the call to the bridge just chosen.

4 When the call reaches the bridge, an interactive call flow script guides the

caller into the conference. The script handles subscriber identification and collection of the optional conference security code. Non-subscribers are put on hold until the subscriber arrives, enters the subscriber password, and starts the conference.

5 If the account permits, the call flow script gives the subscriber an

opportunity to review and change account options prior to starting the conference.

6 Once the subscriber starts the conference, participants are prompted to

enter the conference security code (if applicable) and then placed into the conference.

Figure 1-4 on page 13 summarizes the ReadiVoice basic call flow after the call

reaches the bridge.

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“Dialing” in ReadiVoice-IP Systems

For the sake of simplicity, we refer to “dialed phone numbers” throughout this document. Actually, in IP telephony, end points are identified by a Universal Resource Identifier (URI).

This URI resembles an email address: phonecontact@domain. Domain is pretty much what one would expect: something.com or something.org, for example. Phonecontact can be anything that identifies a device known to the domain, such as a name, a 10-digit phone number, or perhaps an extension number.

The ReadiVoice-IP system uses the Session Initiation Protocol (SIP) to communicate with other IP telephony equipment. It sends out formal SIP URIs, but users can “dial” any of the following:

Formal SIP URI

The URI described above preceded by the name of the protocol and a colon. For instance:

SIP:3032235000@voyanttech.com SIP:brent@voyanttech.com SIP:5000@voyanttech.com

Introducing the ReadiVoice® System

Simplified URI

The URI with the protocol name omitted (similar to omitting the “http:” in a Web address). For instance:

3032235000@voyanttech.com brent@voyanttech.com 5000@voyanttech.com

URI Without Domain

If your system is configured with a default domain and port, it routes addresses that don’t specify a domain to the default domain and port. For instance:

3032235000 brent 5000

Since most of the world is still using the PSTN and ordinary phone numbers, your ReadiVoice-IP system undoubtedly sits behind one or more gateways to the circuit-switched network. When your system is given an ordinary phone number with no domain specified (such as the example 3032235000 above), it routes the call to the gateway (or to a router that sends it to the appropriate gateway).

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ReadiVoice Administration & Maintenance Guide

ReadiVoice Call Flow

The basic call flow is the same for ReadiVoice-PSTN and ReadiVoice-IP (see

Figure 1-4). Various system-level and subscriber-level configurations and

settings affect the basic call flow, however. The sections that follow describe some of these call flow differences.

How Quick-Start and Conference Continuation Affect Call Flow

By default, conferences start when the subscriber arrives and end when the subscriber leaves. Two options can change this:

Quick Start

The conference starts as soon as the first participant arrives. Participants can speak to one another prior to the arrival of the subscriber or hold a conference without the subscriber. Quick Start is useful for certain types of users, such as disaster management groups and others who need to meet without relying on any one individual to start the meeting.

Subscribers should be aware that Quick Start conferences are less secure than conferences requiring a subscriber password.

Conference Continuation

The conference can continue after the subscriber disconnects. In this case, the conference ends when the last participant disconnects.

If the subscriber’s account permits, the subscriber can turn Conference Continuation on or off for each conference. If the subscriber’s account has Auto Continuation enabled, all the subscriber’s conferences start with Conference Continuation turned on.

How One-Click Conference Affects Call Flow

In a One-Click Conference, participants click on a link or icon to enter the conference. The ReadiVoice system identifies the conference from the link’s URL and returns a Web page asking for the participant’s phone number. When the system gets this number, it calls and puts the connection in conference (or on music hold, if the subscriber isn’t present and Quick Start is off). The subscriber can use the same link, since the Web page provides a checkbox to indicate subscriber and a field for entering the subscriber password.

The Provisioning application generates the One-Click Conference link for a new subscriber account. If the provisioners have email capability, they can paste the link into an email message and send it to the subscriber for distribution to participants.

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