Polycom 3725-70003-009F User Manual

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ReadiVoice®

Administration &

Maintenance Guide

ReadiVoice Administration & Maintenance Guide

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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

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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.

2 Proprietary & Confidential

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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ReadiVoice Administration & Maintenance Guide

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.

6 Proprietary & Confidential

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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Figure 1-4 ReadiVoice call flow

Introducing the ReadiVoice® System

(1) In an Intelligent Network Call Routing (INCR) system, the carrier's network takes care of this. (2) If the Access Phone Number is shared, an Access Code is required to identify the specific subscriber. (3) Depending on your system configuration, additional Access Code prompts may be possible. (4) If account has Roll Call feature enabled.

(5) After three incorrect attempts, caller is routed to an operator (if available) or played a message and disconnected.

(6) For Quick Start conferences, participants bypass hold and are placed directly into conference. (7) The caller remains on hold until the subscriber arrives and starts the conference. (8) Subscription setting determines whether Conference Security Passcode is mandatory, optional, or unavailable. If optional,

the subscriber chooses whether to use a Conference Security Code for each conference.

(9) ACM (Application Control Mode), if enabled, removes callers from the call flow for an interactive session with an external application. (10) Subscription setting determines whether subscriber has access to Account Options Menu. (11) There is no request to press * if a Participant Password is enabled and specified. (12) Skip if Prompt For Subscriber is set to Off; subscriber is not asked to press *, and, instead, a generic password request is played.

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ReadiVoice Administration & Maintenance Guide

How A Two-Password Configuration Affects Call Flow

In the traditional ReadiVoice call flows, the system:

• Prompts all callers for an access code (unless the subscriber has a private

access number) to identify the conference.

• Prompts callers to identify themselves as subscribers by pressing *.

• Prompts the subscribers for their subscriber password.

In two-password call flows, no separate access code is used; both subscribers and participants are given passwords. The system:

• Prompts all callers for their password.

• Uses it both to identify the conference and to distinguish between

subscribers and ordinary participants.

With two passwords, subscriber identification occurs without any additional prompting by the system. This provides a shorter call flow.

How IP Tributaries Affect ReadiVoice-IP Call Flow

ReadiVoice-IP systems can be configured to enable the IP Tributaries feature. To use this feature, callers must be authenticated by some means outside of the ReadiVoice system, and the SIP system must include the identifying information.

Each piece of information contained in the SIP of information that the caller would otherwise be prompted to enter. For instance:

• If the SIP

then the system can identify the conference from the invite and only needs to prompt for subscriber identification.

• If the

password (traditional call flow) or either a participant password or a subscriber password (two-password call flow), then the system can identify both the conference and the caller’s role and doesn’t need to prompt the caller for any information.

For security, the authentication mechanism can encrypt the passwords.

For more information on this feature, see Appendix D.

INVITE

message includes an access code (traditional call flow),

message includes both the access code and subscriber

INVITE

message that they send to access the

INVITE

message takes the place

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Administering the ReadiVoice System

This chapter describes how to use the ReadiVoice system’s Web-based System Administration interface to add, modify, and view the system and user data. It covers:

• Opening ReadiVoice System Administration

• Maintaining Bridge Information

• Working with Bridge Groups and Routing Lists

• Working with Number Groups

• Working with Access Classes

• Working with Access Phone Numbers

• Working with Multiple Providers

• Working with Subscriber Groups

• Setting Up the Provisioning Interface

• Managing System Access

• Defining Invalid Subscriber Passwords

Some of the functions available in the System Administration interface are described elsewhere:

• The changes you can make on the System Configuration page are

described in Chapter 5, “Configuring the ReadiVoice System.”

• The various monitoring functions available in the System Administration

interface are described in Chapter 3, “Monitoring the ReadiVoice System.”

• Installing multiple prompt sets and setting them up in the System

Administration interface are described in Chapter 7, “Customizing & Branding Your ReadiVoice System.”

• Using the Critical Logs page to help diagnose problems is described in

Chapter 6, “Diagnostics and Troubleshooting.”

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ReadiVoice Administration & Maintenance Guide

Opening ReadiVoice System Administration

You can access the ReadiVoice System Administration interface from any computer that can connect to the ReadiVoice system’s Web server and has a compatible Web browser (Microsoft Internet Explorer, version 5.5 or later, is compatible with all ReadiVoice interfaces).

Access is restricted to authorized users. You must know the correct user name and password.

To access the System Administration pages:

1 Do one of the following:

— Point your browser to the internal user home page (for example,

http://www.rvoice.com/index2.html). Then click the System

Administration link in the navigation bar on the right.

— Point your browser directly to the System Administration page (for

example, https://www.rvoice.com/provisioning/Adminframe.html).

The System Administration home page appears (Figure 2-1). A navigation bar on the right provides links to pages for performing various administrative functions.

2 In the navigation bar, under the System Administration heading, click

the link for the function you want.

All the System Administration links are restricted to authorized users. If you aren’t already logged in as an authorized user, a login dialog box appears (Figure 2-2).

16 Proprietary & Confidential

Figure 2-1 System Administration home page

Administering the ReadiVoice System

Figure 2-2 Login dialog box

3 Enter a user name and password authorized for Administration access.

Then click OK.

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ReadiVoice Administration & Maintenance Guide

Maintaining Bridge Information

When Polycom installs your ReadiVoice system, we configure the application with the correct bridge information. If any of this information changes, you must update the system’s bridge table.

Caution!

Adding a New Bridge

Installing a bridge (media server) involves:

• Physically installing the hardware and making all cable connections.

• Running the creator scripts to create the configuration files for the bridge.

• Using the

• Adding information about the bridge to the ReadiVoice database so that

This section describes only the last of these tasks. The prerequisite installation and configuration tasks are covered in the appropriate installation manual for the system.

This manual includes information about adding bridges for reference purposes; you shouldn’t need it. When you buy a new bridge from Polycom, a field engineer installs the bridge and configures your system.

To add a new bridge to the ReadiVoice system:

Contact your Polycom Global Services representative before making any changes to your system’s bridge configuration.

vbootptool

bridge.

the ReadiVoice application is aware of its presence and able to use it.

shell script to configure VBootP to bootstrap the

1 In the System Administration navigation bar, click Bridges.

The Bridges page appears (Figure 2-3 on page 20).

2 In the Add Bridge section at the bottom, if the new bridge’s ID number

isn’t in the Bridges list, stop here.

The installation of the bridge and VBootP configuration with the

vbootptool

— Make sure that the

— Verify the VBootP configuration.

— Make sure the bridge is powered on and properly bootstrapped

fromVBootP.

3 In the Add Bridge section at the bottom, if the ID number for the new

bridge is in the Bridges list, select it.

18 Proprietary & Confidential

shell script are incomplete.

vbootptool

shell script was run.

Administering the ReadiVoice System

4 In the Add Bridge section at the bottom, complete the following fields:

Reserve Ports — Enter the number of ports you want to reserve for

operator voice paths. These ports are not available for conferencing.

Trans DNIS Length — For IP systems, this is the number of digits in each translation number. For PSTN systems, enter the number of DNIS (dialed number identification service) digits the network delivers to the bridge. If the network delivers non-delimited or single-delimited ANI/DNIS, the

ive.ini

that one.

Depending on the system’s translation number type (see “Changing

System Configuration Settings” on page 118), one of the following may

also apply:

— If Translation Number Type is set to Random Translation Number,

file also specifies a DNIS length, and the setting here must match

the number of digits must exactly equal the length of the translation numbers (not including the prefix, if any) assigned to the bridge (see

“Working with Translation Numbers” on page 22). To change Trans

DNIS Length to a different length, remove the translation numbers first.

— If Translation Number Type is set to Fixed Translation Number, the

number of digits must exactly equal the number of digits in each subscriber’s

ExternalId

field. If you change Trans DNIS Length to a

different length, a warning message tells you that you must update your subscribers’ external IDs.

— If Translation Number Type is set to Fixed Translation Number with

3-digit code, the number of digits must be exactly three more than the

number of digits in each subscriber’s

ExternalId

field. If you change

Trans DNIS Length to a different length, a warning message tells you that you must update your subscribers’ external IDs.

Hrt Beat Interval — Enter the interval (in seconds) between heartbeat messages from the bridge to the Conference Allocation and Control System (CACS) server. The heartbeat message confirms that the bridge is available and can communicate with the server. One second is generally considered a reasonable interval.

Max Missed Hrt Beats — Enter the number of heartbeats that the CACS can fail to receive before triggering an alarm. Eight is generally considered a reasonable number.

Bridge Status — Select Busyout to hold the bridge back from use until you’ve completed the bridge configuration.

5 Click Add Bridge.

The system provides a link to the Translation Numbers page.

6 Click the link, and then add translation numbers to the bridge as

described on page 23.

The system confirms that the translation numbers have been added.

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ReadiVoice Administration & Maintenance Guide

7 In the navigation bar, click Bridges.

8 To make the bridge available for service, select In Service in its Bridge

Status field and click the Commit button (blue “c”).

The system confirms that the bridge’s status has been changed and provides a link back to the Bridges page.

Figure 2-3 Bridges page

Modifying an Existing Bridge

1 In the System Administration navigation bar, click Bridges.

The Bridges page appears (Figure 2-3).

2 To change a bridge’s status from In Service to Busyout or vice versa,

select the status you want in the Bridge Status field.

3 To change a bridge’s number of reserved ports, DNIS length, or heartbeat

settings, edit the appropriate field.

If this is a routed system, you can’t change the DNIS length to something different than the length of the bridge’s translation numbers. If you must make this change, remove the translation numbers first (see “Changing

the Translation Numbers Assigned to a Bridge” on page 24).

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Administering the ReadiVoice System

Caution!

Deleting a Bridge

The value in the Bridge ID field must be unique and must correspond to the bridge’s appBridgeID value in the vbootp.db file. If the bridge was properly configured in VBootP, its Bridge ID was set correctly when it was added to the ReadiVoice database, and it shouldn’t be changed.

4 To save your changes, click the Commit button (blue “c”).

The system confirms that the bridge has been modified and provides a link back to the Bridges page.

To change a bridge’s translation numbers, follow the procedure in “Changing

the Translation Numbers Assigned to a Bridge” on page 24.

Before deleting a bridge, remove its translation number assignments. Then remove the bridge from any bridge groups to which it belongs.

To remove a bridge from the ReadiVoice application:

1 In the navigation bar, click Bridges.

The Bridges page appears (Figure 2-3 on page 20).

2 Find the bridge you want to delete and click its Delete button (red “–”).

If the bridge has IP addresses or translation numbers associated with it or belongs to a bridge group, the system warns you of this and doesn’t delete the bridge. Otherwise, it confirms deleting the bridge.

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ReadiVoice Administration & Maintenance Guide

Working with Translation Numbers

A translation number is the telephone network’s translation of the dialed telephone number into a number used to route the call:

• For a routed PSTN system, your carrier provides a block or blocks of

translation numbers. Depending on the translation number type (see

“Changing System Configuration Settings” on page 118), your system

may randomly choose a number from this block, or it may use a subscriber-specific fixed translation number. In either case:

a When someone dials a ReadiVoice access number, the originating

switch queries the CACS, which determines who the subscriber is and returns a translation number (including prefix) to tell the telephone network how to route the call.

b When the switch routes the call to the bridge, it sends the translation

number, with or without prefix, as DNIS (dialed number identification system) digits.

c The bridge sends the DNIS to the CACS, which uses the last

(where

is the Trans DNIS Length) to identify the conference.

digits

• For a non-routed system or an IP system, you must enter a block of

dummy translation numbers. The number of digits must be the number specified on the Bridges page as Trans DNIS Length (see “Maintaining

Bridge Information” on page 18).

In either type of system, each conference requires one translation number for each different access number used to reach the conference (see “Working with

Access Classes” on page 33).

The maximum number of conferences is always the number of ports divided by three. Therefore, the maximum number of translation numbers a bridge might need is the smaller of:

• The number of access classes times one-third the number of ports.

• The number of ports.

Table 2-1 shows the results of this calculation for 480-port and 4032-port

bridges.

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

InnoVox 480 with 480 ports (max. 160 conferences)

Access classes Translation numbers Access classes Translation numbers

1 160 1 1344

InnoVox 4000 with 4032 ports (max. 1344 conferences)

2 320 2 2688

3+ 480 3+ 4032

22 Proprietary & Confidential

Administering the ReadiVoice System

These numbers are the worst-case scenario: each conference contains three lines, and each line used a different access nmber.

You may be able to reduce these numbers further, especially if most of your subscribers use a single access number from your primary access class, and the other access classes are used rarely. But, do so with caution. If a bridge runs out of translation numbers, no more calls can connect to it, even though ports are available.

Caution!

Don’t add or change translation number assignments while conferences are under way! Perform the following procedures after operational hours.

Adding Translation Numbers to a Bridge

1 In the navigation bar, click Bridges.

The Bridges page appears (Figure 2-3 on page 20).

2 Find the bridge to which you want to assign translation numbers and

click its Translations link.

The Translation Numbers page appears (Figure 2-4). If there are no translation numbers assigned to this bridge, the page contains only a blank row with an Add button (green “+”) at the right.

Figure 2-4 Translation Numbers page

3 In the Prefix Number field, enter the prefix digits (the portion that the

switch strips off before sending DNIS digits) of the number block you’re assigning. Enter only the digits (no punctuation).

In a non-routed or IP system, leave the prefix field blank.

4 In the Range Start field, enter the number that begins the block of

translation numbers. For instance, if your system receives only four DNIS

1000

digits from the switch, this might be

5 In the Range End field, enter the number that ends the block of

translation numbers. For instance, if your system receives only four DNIS

1479

digits from the switch, this might be

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6 Click the Add button.

The system assigns the translation numbers to the bridge. For a large block, this may take several minutes. When finished, it confirms that the translation numbers have been added and provides a link back to the Translation Numbers page.

7 Click the link to return to the Translation Numbers page.

The new row appears in the list. A blank row below lets you add additional blocks of numbers.

Repeat the above procedure to add another block of numbers.

Changing the Translation Numbers Assigned to a Bridge

1 In the navigation bar, click Bridges.

The Bridges page appears (Figure 2-3 on page 20).

2 Find the bridge whose translation numbers you want to change and click

its Translations link.

The Translation Numbers page appears (Figure 2-4 on page 23). It contains a row for each block of contiguous translation numbers assigned to the bridge.

3 To change a block of translation numbers, edit the fields that need to be

changed and click the row’s Commit button (blue “c”).

The system implements the changes you made. Depending on the extent of the change, this may take several minutes. When finished, it confirms the change.

4 To remove a block of translation numbers, click the row’s Delete button

(red “–”).

The system confirms the change.

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Administering the ReadiVoice System

Working with Bridge Groups and Routing Lists

Bridge groups and routing lists apply only to routed systems (PSTN or IP). If you have a non-routed system, the access phone number determines which bridge receives a call, and this section doesn’t apply to you.

In a routed system, bridge groups and routing lists control the routing of calls among bridges. Each subscriber is assigned to a routing list (by default, the one assigned to the number group, but provisioners can change this). The routing list specifies which bridge or bridges the subscriber’s conferences can use and the priority order of those bridges.

Setting up bridge routing involves:

• Setting up bridge groups, each containing one or more bridges.

• Setting up routing lists, each specifying the bridge groups to which calls

should be routed in order of preference.

Managing Bridge Groups

This section applies only to routed systems. In a routed system, if you add bridges or change bridge assignments, you must make changes to your bridge groups. By default, your system contains the bridge group All Bridges, which includes all bridges. You can’t modify or delete this group. You can add other groups and modify or delete them.

Adding a Bridge Group

1 In the navigation bar, click Bridge Groups.

The Bridge Groups page appears (Figure 2-5). It lists existing bridge groups, starting with the default entry, All Bridges. A blank input field and Add button (green “+”) let you add bridge groups. Check boxes below each entry let you select which bridges are in each group.

2 Enter a name for the new group in the blank Bridge Group Name field.

3 Select the check box of each bridge you want to include in the group and

click the Add button.

The system confirms that the bridge group has been added and provides a link back to the Bridge Groups page.

4 Click the link to reload the Bridge Groups page.

The new bridge group appears in the list.

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

Repeat the above procedure to add another bridge group. When you’re finished, make the necessary changes to the routing lists. See “Managing

Routing Lists” on page 27.

Modifying a Bridge Group

1 To change the bridges in the group, select or clear their check boxes.

2 To change the name of the group, edit its Bridge Group Name entry.

3 Click the entry’s Commit button (blue “c”).

The system confirms that the bridge group has been modified and provides a link back to the Bridge Groups page.

4 Click the link to reload the Bridge Groups page.

Repeat the above procedure to modify another bridge group. When you’re finished, make the necessary changes to the routing lists.

Deleting a Bridge Group

1 Click the bridge group’s Delete button.

The system confirms that the bridge group has been deleted and provides a link back to the Bridge Groups page.

2 Click the link to reload the Bridge Groups page.

Repeat the above procedure to delete another bridge group. When you’re finished, make the necessary changes to the routing lists.

When you delete a bridge group, the system doesn’t make its ID available for reuse or renumber remaining groups. If you have four bridge groups and delete the one whose ID is 3, the remaining bridge groups are 1, 2, and 4. The next bridge group you add is assigned ID number 5. ID number 3 remains unused.

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Managing Routing Lists

This section applies only to routed systems (PSTN or IP). In a routed system, routing lists control how calls are routed to the bridges in your system. Each routing list contains one or more bridge groups, listed in order of preference, to which calls can be routed.

By default, your system contains the routing list Any Bridge, which contains the default bridge group All Bridges. You can’t modify or delete this routing list (but need not use it). If you have a routed system, you can add other routing lists and modify or delete them.

Adding a Routing List

1 In the System Administration navigation bar, click Routing Lists.

Administering the ReadiVoice System

The Routing Lists page appears (Figure 2-6). It lists existing routing lists, starting with the default entry, Any Bridge. A blank input field and Add button (green “+”) let you add routing lists.

2 Enter a name for the new routing list in the blank Routing List Name

field and click the Add button.

The system confirms that the routing list has been added and provides a link back to the Routing Lists page.

3 Click the link to reload the Routing Lists page.

The new routing list appears in the list. Initially, all new routing lists contain a single bridge group, the default All Bridges group.

4 Modify the routing list to include the bridge groups you want in the

order you want them searched (see next procedure).

Repeat the above procedure to add another routing list.

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

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Modifying a Routing List

1 On the Routing Lists page, find the entry you want to modify and click

its Edit Routing List button.

The Edit Routing List page appears (Figure 2-7). It lists the bridge groups included in this routing list in order of priority. If you just created this routing list, it contains only one bridge group entry, All Bridges, with its Search Order field set to 1.

2 To change an existing entry, select a different bridge group from the

entry’s drop-down list. Then click its Commit button (blue “c”).

The system confirms that the routing list has been modified and provides a link back to the Edit Routing List page.

No two entries can have the same priority (Search Order value). To change the priority order of the bridge groups, change the Bridge Group associated with each Search Order value, not vice versa. To avoid confusion, it’s best to keep the Search Order values of the entries in the list in sequential order.

3 Click the link to reload the Edit Routing List page.

4 To add another entry to the list, in the blank row at the bottom, select the

bridge group you want, enter the next priority number in the Search Order field, and click the Add button (green “+”).

The system confirms that the bridge group has been added to the routing list and provides a link back to the Edit Routing List page.

5 Click the link to reload the Edit Routing List page.

The new bridge group appears in the list.

6 To delete an entry from the list, click its Delete (red “–”) button.

The system confirms that the bridge group has been removed from the routing list and provides a link back to the Edit Routing List page.

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

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Administering the ReadiVoice System

7 Click the link to reload the Edit Routing List page.

The bridge group entry you deleted is gone from the list.

The system doesn’t update the Search Order numbers of remaining entries. If there were three bridge groups with priority numbers 1, 2, and 3, and you delete the second, the two remaining entries are numbered 1 and 3. Change the entry numbered 3 to 2 in order to maintain sequential numbering and avoid possible confusion in the future.

Repeat the above procedure to modify another routing list.

Renaming a Routing List

1 On the Routing Lists page, find the entry you want to rename, edit its

Routing List Name field, and click its Commit button (blue “c”).

The system confirms that the routing list has been modified and provides a link back to the Routing Lists page.

2 Click the link to reload the Routing Lists page.

The renamed routing list entry appears in the list.

Repeat the above procedure to rename another routing list.

Deleting a Routing List

1 On the Routing Lists page, find the entry you want to delete and click its

Delete button (red “–”).

The system confirms that the routing list has been deleted and provides a link back to the Routing Lists page.

2 Click the link to reload the Routing Lists page.

The routing list entry you deleted is gone from the list.

Repeat the above procedure to delete another routing list.

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Working with Number Groups

Number groups are logical groupings of telephone numbers used to control the assignment of access phone numbers to subscribers. In a routed system, each number group is associated with a routing list that controls the routing of calls among bridges (see “Working with Bridge Groups and Routing Lists” on page 25).

Each number group can have one or more subscriber groups associated with it. Subscriber groups are logical groupings of related subscribers who share the same customized user interface (for instance, a specific prompt set). When someone signs up as a new subscriber, the ReadiVoice system automatically assigns the subscriber an access phone number (or numbers) from the number group associated with the subscriber group to which the new subscriber belongs.

You can use a number group to reserve a specific access phone number (or numbers) for a specific subscriber group (or groups). For instance, you may have a subscriber group specifically for Acme Widgets Co. users. If you want all Acme Widgets conferences to use the same access phone number, 888-555-1234, you can:

1 Create a number group called Acme Widgets.

2 Define the access phone number 888-555-1234 as a shared number

assigned to the Acme Widgets number group.

3 Assign the Acme Widgets number group to the Acme Widgets subscriber

group.

All access phone numbers must be assigned to a number group. One number group, Default, exists automatically. If you don’t want to control which access numbers are used by whom, you can assign all numbers to the Default number group and use it for all subscriber groups.

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Adding a Number Group

1 In the System Administration navigation bar, click Number Groups.

The Number Groups page appears (Figure 2-8).The list shows the existing number groups. Below that, a blank input field and Add button (green “+”) let you add number groups to the list.

2 In the blank Name field, enter a name for the number group you want to

create. The name may be up to 30 characters long and may contain spaces and punctuation.

Figure 2-8 Number Groups page (routed system)

Administering the ReadiVoice System

3 If this is a routed system, choose the routing list to be used for this

number group.

4 Click the Add button.

The system confirms that the number group has been added and provides a link back to the Number Groups page.

5 Click the link to reload the Number Groups page.

The new group appears in the list.

6 Add one or more access phone numbers to the number group. See

“Adding Access Phone Numbers” on page 36.

Repeat the above procedure to create additional number groups. To use a new number group (and the access phone numbers in it), you must assign the number group to one or more subscriber groups. See “Working with

Subscriber Groups” on page 46.

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Modifying a Number Group

1 In the navigation bar, click Number Groups.

The Number Groups page appears, listing the available number groups.

2 To rename a number group, edit its name.

3 To change its routing list assignment, select the one you want in the

Routing List field.

4 Click the Commit button (blue “c”).

The system confirms that the number group has been modified and provides a link back to the Number Groups page.

5 Click the link to reload the Number Groups page.

Repeat the above procedure to modify another number group.

Deleting a Number Group

You can delete a number group only if it has no associated subscriber group(s) and no associated access phone numbers.

To delete a number group:

1 In the navigation bar, click Number Groups.

The Number Groups page appears, listing the available number groups.

2 Click the Delete button (red “–”) by the number group you want to

remove.

The system confirms that the number group has been deleted.

When you delete a number group, the system doesn’t make its ID available for reuse or renumber remaining groups. If you have four number groups and delete the one whose ID is 3, the remaining groups are 1, 2, and 4. The next number group you add is assigned ID number 5. ID number 3 remains unused.

Repeat the above procedure to delete another number group.

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Working with Access Classes

Access classes are logical groupings of access phone numbers you can use to group numbers by carrier, kind of number (such as toll-free), or other criteria. You can create as many classes as you want. A subscriber can have one access phone number from each access class, so multiple classes let you offer subscribers multiple access numbers.

All access phone numbers belong to an access class. One class, LOCAL, exists automatically. You can rename it if you want. If you don’t want to categorize access numbers by carrier or other criteria and you don’t want to offer multiple access numbers to subscribers, you can assign all numbers to one class.

Adding an Access Class

1 In the System Administration navigation bar, click Access Classes.

The Access Classes page appears (Figure 2-9). The list shows the existing access classes. Below that, a blank input field and Add button (green “+”) let you add access classes to the list.

Administering the ReadiVoice System

2 In the blank Name field, enter a name for the access class. It may be up to

30 characters long and may contain spaces and punctuation.

3 Click the Add button.

The system confirms that the access class has been added and provides a link back to the Access Classes page.

4 Click the link to reload the Access Classes page.

The new access class appears in the list.

Repeat the above procedure to create more access classes. Then, assign access phone numbers to the classes. See “Working with Access Phone

Numbers” on page 35.

Figure 2-9 Access Classes page

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Renaming an Access Class

1 In the navigation bar, click Access Classes.

The Access Classes page appears, listing the available access classes.

2 Find the class you want to rename and type the new name into its New

Name field.

3 Click its Commit button (blue “c”).

The system confirms that the access class has been modified and provides a link back to the Access Classes page.

4 Click the link to reload the Access Classes page.

The new class appears in the list.

Repeat the above procedure to rename another access class.

Deleting an Access Class

You can’t delete an access class if it contains access phone numbers. First, reassign those numbers to another class. You can do this only if the access numbers have no subscribers associated with them. See “Changing an Access

Phone Number’s Access Class” on page 40.

To delete an access class:

1 In the navigation bar, click Access Classes.

The Access Classes page appears, listing the available access classes.

2 Click the Delete button (red “–”) by the access class you want to remove.

If the class has access numbers in it, the system displays an error message. Otherwise, it confirms that the access class has been deleted and provides a link back to the Access Classes page.

3 Click the link to reload the Access Classes page.

When you delete an access class, the system doesn’t make its ID available for reuse or renumber the remaining classes. If you have four access classes and delete the one whose ID is 3, the remaining classes are 1, 2, and

4. The next access class you add is assigned ID number 5. ID number 3 remains unused.

Repeat the above procedure to delete another access class.

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Working with Access Phone Numbers

Access phone numbers are the telephone numbers (or, for IP systems, SIP addresses) that customers dial to reach your ReadiVoice system. They’re often toll-free numbers, and your carrier usually tells you which numbers to use. In the ReadiVoice system, access numbers have several characteristics:

Access Type. A routed system can have two access types:

Private — A private number is assigned to only one subscriber. Since the access phone number uniquely identifies a subscriber’s conference, no access code is needed.

Shared — A shared number is assigned to multiple subscribers. Each subscriber receives a unique access code that identifies the subscriber’s conferences. Callers must enter the correct access code to join a conference.

For a non-routed PSTN system, all access phone numbers must be either private or shared; you can’t mix the two. For an IP system, access numbers are shared.

Number Group. Each access phone number belongs to one number group, which can be associated with one or more subscriber groups. The access phone number is available in subscriber groups that use its number group.

Administering the ReadiVoice System

Access Class. Each access phone number belongs to an access class. Multiple classes let you offer subscribers multiple access numbers, one from each class. You can create classes for specific kinds of numbers, such as local or toll-free.

Hidden Number (if enabled; see “Changing System Configuration Settings” on page 118). If the network maps the numbers that callers dial to different numbers for routing, the system must link the routing number (hidden number) with the dialed number.

You can:

• Add access phone numbers.

• In a non-routed system, move access numbers from one bridge to another.

• Globally reassign subscribers from one access number to another.

• Change the access class of an access phone number (if no subscribers are

using it).

• Change the hidden number associated with an access phone number (if

hidden number mapping is enabled).

• Delete an access phone number (if no subscribers are using it).

You can’t change the access type or number group of an existing access number. To change a number from private to shared or switch it to a different number group, delete the number and then add it back.

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Adding Access Phone Numbers

To put the new access phone numbers into a new number group or access class, create the number group or access class first. See “Adding a Number

Group” on page 31 or “Adding an Access Class” on page 33.

To add an access phone number:

1 In the System Administration navigation bar, click Access Numbers.

The Access Phone Numbers page appears (Figure 2-10). The Search panel is at the top. Below it is the Add panel.

2 In the Add panel, enter the access number you want to add. Enter only

the digits, with no dashes or spaces.

3 If your system uses hidden numbers, enter the new number’s hidden

number. Enter only the digits, with no dashes or spaces.

4 Set the new access number’s Number Group and Access Class fields.

5 Click the Add button (green “+”).

The system confirms that the access phone number has been added and provides a link back to the Access Phone Numbers page.

6 Click the link to reload the Access Phone Numbers page.

Repeat the above procedure to add another access phone number.

Figure 2-10 Access Phone Numbers page

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Moving Fixed Access Numbers to Another Bridge

In non-routed systems, access numbers are assigned to specific bridges. If necessary, you can move access numbers from one bridge to another. For example, you may want to move some access numbers from an overloaded bridge to another bridge that’s less loaded.

To move access numbers to a different bridge:

1 In the navigation bar, click Access Numbers.

The Access Phone Numbers page appears (Figure 2-10).

2 In the Search panel, enter criteria to retrieve the access numbers you want

to move. Then click the Search button.

Administering the ReadiVoice System

You can use the asterisk ( to retrieve all numbers from 800-333-1100 to 800-333-1199.

The access numbers that match your search criteria appear at the bottom of the page in the Numbers panel (Figure 2-11).

3 Carefully check the list of access numbers retrieved. If the list contains the

numbers you want to move and only those numbers, continue. Otherwise, repeat 2 using different search criteria until you’ve retrieved the correct set of numbers.

4 In the Move panel, select the bridge to which you want to move the

access numbers. Then click the Move button.

The system prompts you to confirm the move and reminds you to make the telephone network changes needed to implement the move.

5 Click OK.

The system confirms that the access numbers have been moved and provides a link back to the Access Phone Numbers page.

6 Click the link to reload the Access Phone Numbers page.

Repeat the above procedure to move additional blocks of access numbers. When you’re finished changing bridge assignments, make the necessary changes to switches or other network elements in order to correctly route calls dialed to these access numbers.

) as a wild card. For instance, enter

80033311*

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Figure 2-11 Access Phone Numbers page after search

Reassigning an Access Phone Number’s Subscribers

You can globally reassign subscribers from one access number to another. For instance, if several subscribers are assigned to the shared access number 888-555-1000, and you need to reassign them to 888-555-2000, you can make this change all at once without having to re-provision each individual subscriber.

You can:

• Reassign subscribers to a different existing access phone number. The

number must be in the same number group and access class.

• Reassign subscribers to a new access phone number, adding it to the

ReadiVoice system in the process.

You must, of course, notify the reassigned subscribers of the change. If you add a new access phone number to the system, you must also ensure that the telephone network routes that number to the system properly.

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Administering the ReadiVoice System

To reassign subscribers to a different access phone number:

1 In the navigation bar, click Access Numbers.

The Access Phone Numbers page appears (Figure 2-10).

2 In the Search panel, enter criteria to retrieve the access number whose

subscribers you want to reassign. Then click the Search button.

The access numbers that match your search criteria appear at the bottom of the page in the Numbers panel (Figure 2-11).

3 In the Numbers panel, find the access number whose subscribers you

want to reassign and click its Change button (blue “c”).

The Modify Existing Access Phone Number page appears (Figure 2-12).

4 In the New Access Phone Number field, enter the number you want to

assign to the subscribers. Enter only the digits, with no dashes or spaces. If this is an existing access number, it must be in the same number group and access class as the access number it’s replacing.

5 If you’re creating a new access phone number for these subscribers and

your system uses hidden numbers, enter the access number’s hidden number in the New Hidden Phone Number field.

6 Click Commit New Access Number.

If you entered a new number, the ReadiVoice system adds it to the database, copying the access type, number group, and access class from the existing number. It confirms that all the existing number’s subscribers have been reassigned to the access phone number you entered and provides a link back to the Access Phone Numbers page.

7 Click the link to reload the Access Phone Numbers page.

Repeat the above procedure to reassign another access phone number’s subscribers.

Figure 2-12 Modify Existing Access Phone Number page

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Changing an Access Phone Number’s Access Class

You can’t change an access phone number’s access class if subscribers are assigned to it. First, reassign the subscribers to another access number. See

“Reassigning an Access Phone Number’s Subscribers” on page 38.

To change an access number’s access class:

1 In the navigation bar, click Access Numbers.

The Access Phone Numbers page appears (Figure 2-10).

2 In the Search panel, enter criteria to retrieve the access number whose

access class you want to change. Then click the Search button.

The access numbers that match your search criteria appear at the bottom of the page in the Numbers panel (Figure 2-11).

3 Confirm that the access number you want to change is listed and has no

subscribers assigned to it (Used is set to No).

If the Used field is set to Yes, click that word to see a list of the number’s subscribers (Figure 2-13). You can reassign them with the procedure on

page 40 or, if there are only one or two, open and edit them manually.

4 Click the Change button (blue “c”) of the number you want to change.

The Modify Existing Access Phone Number page appears (Figure 2-12).

5 In the Existing Access Class list, select the class to which you want to

assign this access number. Then click Commit New Access Class.

The system confirms that the access class has been changed and provides a link back to the Access Phone Numbers page.

6 Click the link to reload the Access Phone Numbers page.

Repeat the above procedure to change another access phone number.

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

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Changing Hidden Numbers

This section doesn’t apply to IP systems, which don’t use hidden numbers.

If your system uses hidden numbers, you can use the Modify Existing Access Phone Number page to change the hidden number associated with an access number. Do this only if the routing number associated with the access number is changed in the network.

To change an access phone number’s hidden number:

1 In the navigation bar, click Access Numbers.

The Access Phone Numbers page appears (Figure 2-10).

2 In the Search panel, enter criteria to retrieve the access number whose

hidden number you want to change. Then click the Search button.

The access numbers that match your search criteria appear at the bottom of the page in the Numbers panel (Figure 2-11).

3 Find the access number whose hidden number you want to change and

click its Change button (blue “c”).

Administering the ReadiVoice System

The Modify Existing Access Phone Number page appears (Figure 2-12).

4 In the New Hidden Phone Number field, enter the new hidden number

to associate with this access phone number. Enter only the digits, with no dashes or spaces. The hidden number must be unique (that is, not already assigned to another access phone number).

5 Click Commit New Hidden Number.

The system confirms that the hidden number has been changed and provides a link back to the Access Phone Numbers page.

6 Click the link to reload the Access Phone Numbers page.

Repeat the above procedure to change another access phone number’s hidden number.

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Deleting an Access Phone Number

Before you delete an access phone number, keep the following points in mind:

• Access phone number changes require telephone network changes to

ensure that calls are routed properly.

• You can’t delete an access phone number that has subscribers assigned to

it. First, reassign the subscribers to another access number. See

“Reassigning an Access Phone Number’s Subscribers” on page 38.

To delete an access phone number:

1 In the navigation bar, click Access Numbers.

The Access Phone Numbers page appears (Figure 2-10 on page 36).

2 In the Search panel, enter criteria to retrieve the access number that you

want to delete. Then click the Search button.

The access numbers that match your search criteria appear at the bottom of the page in the Numbers panel (Figure 2-11).

3 Confirm that the access number you want to delete is listed and has no

subscribers assigned to it (Used is set to No).

If the Used field is set to Yes, click that word to see a list of the number’s subscribers (Figure 2-13). You can reassign them with the procedure on

page 40 or, if there are only one or two, open and edit them manually.

4 Click the Delete button (red “–”) of the number you want to delete.

The system confirms that the number has been deleted and provides a link back to the Access Phone Numbers page.

5 Click the link to reload the Access Phone Numbers page.

Repeat the above procedure to delete another access phone number.

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Working with Multiple Providers

You can configure ReadiVoice for access by multiple application service providers (ASPs). For instance, your company can enter into a relationship with

Acme Conferencing, allowing Acme to sell services on your ReadiVoice system, using their own custom interfaces (such as the Moderator interface and voice prompts). To enable such a relationship, you configure Acme as a provider in your ReadiVoice system, permitting their users to connect to it.

Adding a Provider

1 In the navigation bar, click Application Providers.

The Application Providers page appears (Figure 2-14), listing any providers already defined in the system.

Figure 2-14 Application Providers page

Administering the ReadiVoice System

2 Click Add Provider.

The Add Provider page appears (Figure 2-15 on page 45).

3 Enter the data for the provider. See Table 2-2 for field descriptions.

4 Click Create Provider.

The system confirms that the provider has been added and provides a link back to the Application Providers page.

5 Click the link to reload the Application Providers page.

Repeat the above procedure to add another provider.

Table 2-2 Provider Information fields

Field Description

Provider Name Enter a login name for the provider. The maximum length is 30

characters. Required.

Password Enter a password for the provider. The maximum length is 30

characters. Required.

Expiration Date Select the expiration month and date and enter a four-digit year.

Required.

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Table 2-2 Provider Information fields (continued)

Field Description

Allowed IP Enter a specific IP or an IP mask that defines valid IP addresses from

API Access Define which APIs the provider can access by entering the sum of the

which this provider can connect. For instance, if you enter

192.168.56.255, all IP addresses in the 192.168.56 subnet are valid.

authorized APIs’ values. Required.

The API Values are:

Moderator API

Operator API

Call Router API

Provisioning API

CDR API

For instance, to authorize access to the Moderator and Operator APIs only, enter 3. To authorize access to the Moderator, Operator, and Provisioning APIs, enter 11.

Currently, only the Moderator API can be used.

Company Name Enter the provider’s company name. The maximum length is 30

characters.

Contact Person Enter the name of the person responsible for this account. The

maximum length is 30 characters.

Phone Enter a phone number for the contact person. The maximum length is

30 characters.

E-Mail Enter an email address for the contact person. The maximum length is

50 characters.

Note Enter any additional information about the provider that you need. The

maximum length is 256 characters.

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Figure 2-15 Add Provider page

Administering the ReadiVoice System

Editing a Provider Account

1 In the navigation bar, click Application Providers.

The Application Providers page appears (Figure 2-14).

2 Find the provider that you want to edit and click its Edit button (purple

“e”).

The Add Provider page appears (Figure 2-15).

3 Modify the data as necessary. See Table 2-2 for field descriptions.

4 Click Create Provider.

The system confirms that the provider has been modified and provides a link back to the Application Providers page.

5 Click the link to reload the Application Providers page.

Repeat the above procedure to modify another provider.

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Deleting a Provider

You can’t delete a provider account to which subscribers are assigned.

To delete a provider account from the system:

1 In the navigation bar, click Application Providers.

The Application Providers page appears (Figure 2-14).

2 Find the provider you want to delete and click its Delete button (red “–”).

A dialog box asks you to confirm.

3 Click OK.

The system confirms that the provider has been deleted and provides a link back to the Application Providers page.

4 Click the link to reload the Application Providers page.

Repeat the above procedure to delete another provider.

Working with Subscriber Groups

Subscriber groups are logical groupings of related subscribers who share the same user interface (for instance, a specific prompt set). All subscribers are in a group, so you must have at least one. Typically, you create more subscriber groups as needed. For instance, you may create a subscriber group specifically for Acme Widgets Co. users.

During ReadiVoice installation, a default subscriber group is automatically created. Initial configuration of the system includes defining the initial value settings for the default subscriber group.

A subscriber group’s settings are used as initial values for its new subscribers. Therefore, the settings you make for a group are the defaults that provisioners see when they add subscribers to the group.

After working with the subscriber group settings, you may realize that your company doesn’t need or want to use all the available fields when provisioning subscribers or modifying their accounts. See “Setting Up the

Provisioning Interface” on page 60.

When you create a new group, the system copies the settings from the existing group of your choice to save you time.

Each subscriber group can have a group administrator, who is the internal user authorized to modify the group and view its CDR and conference information. You can’t directly create or delete group administrators as you do other internal users. You can do so only as part of creating or editing the group. You can, however, change the group administrator’s password directly on the Passwords page. See “Changing an Internal User’s Password” on page 65.

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The following sections describe how to create, edit, and delete a group. For information about adding subscribers to a group, see the ReadiVoice Provisioning Guide.

Adding a New Subscriber Group

Every subscriber group must be associated with a number group, which controls the access numbers available to the subscriber group. If you want to link the new subscriber group with its own number group, create the number group first. See “Working with Number Groups” on page 30.

To add a new subscriber group:

1 In the System Administration navigation bar, click Subscriber Groups.

The Subscriber Group page appears (Figure 2-16). The List panel shows the subscriber groups that exist.

2 In the Add panel, select an existing group from which to copy the initial

values and enter a name for the new group. The maximum length is 50 characters.

Administering the ReadiVoice System

3 Click the Add New Group button.

The system creates the new group, copying its initial values from the existing group you selected, and opens the Edit Group page (Figure 2-17).

4 Edit the group information as described in “Editing a Subscriber Group,”

starting at 3.

Repeat the above procedure to add another subscriber group.

Figure 2-16 Subscriber Group page

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Editing a Subscriber Group

1 In the navigation bar, click Subscriber Groups.

The Subscriber Group page appears.

2 Find the group that you want to edit and click its Edit Group button

(purple “e”).

The Edit Group page appears (Figure 2-17).

3 Enter or modify the data in the Group Information area. See Table 2-3 for

descriptions.

Figure 2-17 Edit Group page (top portion)

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Table 2-3 Group Information fields

Field

Group Name Leave the current name or change it if you wish. The maximum length is

Group Type Choose Personal or Corporate from the list. Personal is for billing each

Provider Name If your system has multiple providers, select the provider for this

Number Group Select the number group from which access phone numbers for this

Administrator Name Change the login name of the group administrator (the initial value is the

Description

50 characters.

participant individually. Corporate is for billing a company for the entire conference. If you choose Corporate, you must complete the Company Information and Billing Information sections.

subscriber group from the list. Otherwise, leave the default value of NONE.

group are assigned.

group name). This is the person authorized to change group information and view CDR (call detail record) and conference information for this group. The maximum length is 30 characters.

Administrator Password

Access Class Place a check next to the access class or classes that should be

Operator Notes Enter any message or operator script that you want displayed to

Subscriber User Field A

Subscriber User Field B

a. These are the default labels. All field labels that also appear on the New Subscriber page can be

customized.

Change the password for this group administrator (the initial value is the group name). The maximum length is 30 characters.

selected by default for new subscribers in this group. A class typically defines a type of access number, such as toll or toll-free.

operators when they view this group’s conferences. The maximum length is 484 characters.

Optional field for additional subscriber group information, such as a key to another database. Whether and how you use this field is entirely up to your company. The ReadiVoice system doesn’t use it.

Second optional field for additional subscriber group information.

4 If Group Type is Corporate:

a Enter or modify the data in the Company Information fields. See

Table 2-4 for descriptions. All fields are required.

b Enter or modify the data in the Billing Information section. See

Table 2-5 for descriptions.

Figure 2-18 shows these two sections.

The ReadiVoice system doesn’t use any of the data in the Billing Information section. These fields are provided for your company to use as it wishes, and the descriptions here are just general guidelines.

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

Table 2-4 Company Information fields

Field Description

Company Name Enter the name of the company. The maximum length is 50 characters.

Phone Enter the company’s telephone number. The maximum length is 30

characters.

Fax Enter the company’s fax number. The maximum length is 30 characters.

Contact Name Enter the name of the person to contact at this company. The maximum

length is 50 characters.

Contact Phone Enter the contact person’s telephone number. The maximum length is

30 characters.

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Table 2-5 Billing Information fields

Field

Description

Billing Type Select Credit Card or Telephone Number to choose the billing method

for this group’s conferences.

Card Type For credit card billing, select the card type from the list.

Credit Card Number For credit card billing, enter the 16-digit card number.

Expiration Date For credit card billing, select the expiration month and enter the

four-digit year.

Billing Phone Enter the phone number to be billed or the phone number from the

Company Information section.

This field is required, even if Billing Type is not Telephone Number.

Billing Address Enter the billing address.

Billing User Field A Optional field for additional billing information, such as a key to another

database. Whether and how you use this field is entirely up to your company.

Billing User Field B Second optional field for additional billing information.

a. These are the default labels. All field labels that also appear on the New Subscriber page can be

customized.

5 Configure the prompt settings in the Call Flow and Voice Prompt section

(Figure 2-19). Table 2-6 describes the settings.

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

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

Field/Settinga

Prompt for Menu Specifies whether subscribers can access the account options menu

Prompt for Subscriber Indicates whether the call flow includes a prompt for the subscriber to

Prompt for Security Specifies the setting for the conference security code prompt.

Description

when they dial into the system and identify themselves.

On — Subscribers in this group are given the opportunity to change the account options. The account options menu enables subscribers to make changes that affect all future conferences (including the one that a subscriber is in the process of starting).

Off — Subscribers are not given the opportunity to access the account options menu (but can still modify account options through the Moderator interface).

enter his or her subscriber password.

On — Callers hear “If you are the subscriber, press star” (this is the default wording). Use this setting unless all subscribers in this group must have a two-password (shared or private) call flow.

Off — Callers hear “At any time during this message, please enter your passcode followed by the pound key.” Use this setting if only

two-password call flows are possible.

If this is set to Off for a subscriber account with a traditional (one password) call flow, the subscriber has no opportunity to identify him or herself when dialing in and must use the Moderator to start conferences.

No Prompt — The conference security feature isn’t available.

Optional Prompt — Subscribers are given the option of setting up a

conference security code, which participants must know in order to join the conference.

Mandatory Prompt — Subscribers are required to set up a conference security passcode.

Prompt Set Specifies the voice prompt set for this subscriber group’s conferences.

a. These are the default labels. All field labels that also appear on the New Subscriber page can be customized.

6 In the Conference Options section (Figure 2-20), configure Account

Options and Roll Call Options. Each of the features has two settings:

Setting — Determines the feature’s default setting.

Subscriber Configurable — Determines whether subscribers can change

their account’s default setting later, using either the account options call flow menu (if enabled) or the Moderator.

Table 2-7 on page 54 describes the settings. Remember, the group’s

settings are the initial settings for subscribers in the group, but provisioners can modify them for specific subscribers.

7 Continue with the Conference Options section by setting the

Provisioning Options. See Table 2-7.

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8 If your system has any Application Control Mode (ACM) features

installed, place a check mark next to those that you wish to enable for this subscriber group.

ACM applications must be both installed and activated to appear here.

Figure 2-20 Conference Options section of Edit Group page

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Table 2-7 Conference Options

Field

Auto Continuation Setting:

Description

On — By default, conferences begin with continuation turned on (which

means that the conference continues until the last participant disconnects).

Off — By default, conferences begin with continuation turned off (which means that the conference ends when the subscriber disconnects).

Subscriber Configurable:

Yes — Subscribers can change the On/Off setting before a conference

begins through the account options menu (if available) or the Moderator interface.

No — Subscribers can’t change the On/Off setting.

The Conference Continuation setting determines whether subscribers can override the default continuation behavior for a specific conference.

If you set Subscriber Configurable to No and Conference Continuation to No, then subscribers can neither change the default behavior nor override it; the Auto Continuation Setting (On or Off) governs all of a subscriber’s conferences. See “How Continuation

Settings Interact” on page 58.

Quick Start Setting:

On — By default, conferences start as soon as the first participant dials

in. Participants don’t wait on hold for the subscriber to arrive.

Off — By default, conferences start when the subscriber arrives. Participants who dial in before the subscriber wait on music hold until the subscriber arrives.

Subscriber Configurable:

Yes — Subscribers can change the On/Off setting before a conference

begins through the account options menu (if available) or the Moderator interface.

No — Subscribers can’t change the On/Off setting.

Quick start conferences are considerably less secure than conferences that don’t start until the subscriber enters the subscriber password.

Listen Only Entry Setting:

On — Conferences start in listen only mode. The subscriber is the only

conference participant who can speak to the conference; all other participant lines are muted, and participants can’t unmute themselves.

Off — Conferences don’t start in listen only mode. All participants (except those who are muted) can be heard.

Subscriber Configurable:

Yes

— Subscribers can change the On/Off setting for the account,

affecting all future conferences.

No — Subscribers can’t change the On/Off setting. But, they can still use the Moderator interface or touchtone commands to turn listen only mode on or off in the current conference.

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Table 2-7 Conference Options (continued)

Field

Description

Waiting Room Setting:

Off — The waiting room isn’t available. If a subscriber locks a

conference, callers after that are told that the conference is locked and are disconnected.

On — The waiting room is available. If a subscriber locks a conference, callers after that must wait on music hold to be admitted. The subscriber is notified when someone wants to enter the conference and can use touchtone commands or the Moderator interface to speak with, admit, or disconnect the waiting caller(s).

On w/Waiting Room on Entry — Conferences start locked with the waiting room available. All callers must wait to be admitted by the subscriber.

Subscriber Configurable:

Yes — Subscribers can change the default setting for their account,

affecting all future conferences.

No — Subscribers can’t change the default. If a subscriber locks the current conference, the waiting room either is or isn’t available, depending on the setting for this feature.

Administering the ReadiVoice System

Password Enable Determines whether subscribers can change their subscriber password

using the touchtone interface.

Name Record Setting:

On — The ReadiVoice system prompts participants to record their

names before placing them into conference. Conferees can request a “roll call” of participants’ names during the conference. This feature must be turned on if Entry/Exit Announcement is set to Name.

Off — The ReadiVoice system doesn’t record participants’ names. The Entry/Exit Announcement setting can’t be Name.

Subscriber Configurable:

Yes — Subscribers can change the On/Off setting for the account,

affecting all future conferences.

No — Subscribers can’t change the On/Off setting.

Entry/Exit Announcement

Setting:

Specifies whether the system signals the entry and exit of a participant by playing a tone, the participant’s recorded name, or silence. If you select Name, you must also turn on the Name Record feature.

Subscriber Configurable:

Yes — Subscribers can change the default setting for the account,

affecting all future conferences. If the announcement setting is Name, and if the subscriber can turn off Name Record, then the subscriber should be able to change the announcement setting, too.

No — Subscribers can’t change the default.

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Table 2-7 Conference Options (continued)

Field

Description

Conference Continuation

Determines whether subscribers can override their accounts’ default continuation behavior (specified by the Auto Continuation settings) for a specific conference during that conference (using either a touchtone command or the Moderator interface).

Yes — Subscribers can turn continuation on or off during their conferences. Doing so doesn’t change the default (Auto Continuation) setting for the account; only the current conference is affected.

No — Subscribers can’t override the default continuation behavior during their conferences. Once a conference has started, the account’s Auto Continuation setting controls the continuation behavior.

If Conference Continuation is No and Auto Continuation isn’t subscriber configurable, then the subscriber can neither change the default behavior nor override it; the Auto Continuation Setting (On or Off) governs all the subscriber’s conferences. See “How Continuation

Settings Interact” on page 58.

Dial Out Permission Determines whether a subscriber can dial out from his or her

conferences.

Dial Out Prefix Appears only if your system is configured for dial-out billing (see

“Configuring Dial-Out Billing” on page 126). Enables billing for dial-out

calls a subscriber makes. This field and Dial Out Postfix together can’t exceed 24 characters.

This field has no effect if Dial Out Permission is set to No.

Dial Out Postfix Appears only if your system is configured for dial-out billing. Enables

billing for dial-out calls the subscriber makes. This field and Dial Out Prefix together can’t exceed 24 characters.

This field has no effect if Dial Out Permission is set to No.

Recorder Dial Out Determines whether a subscriber can choose to record a conference.

Conference recording is available only if your system is configured properly and can dial out to a recording service or device. See “Enabling

Conference Recording” on page 137 and ask your Polycom Global

Services representative about conference recording.

VIP Conference On

— Subscribers in this group have VIP Conference turned on by default. VIP Conference subscribers are guaranteed access to the number of ports specified in their subscriptions.

Polycom recommends selecting Off for this option. It’s best to grant VIP status only to individual subscribers and only in limited numbers. VIP subscribers have exclusive use of their ports at all times, permanently removing those ports from the pool of available ports for non-VIP conferences. Overuse of the VIP Conference option has a negative impact on your system’s port utilization efficiency.

Off — Subscribers in this group have VIP Conference turned off by default. This is the normal setting. Non-VIP subscribers’ ports come from the general pool, and the full number specified in their subscriptions is not guaranteed to be available at all times.

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Table 2-7 Conference Options (continued)

Description

Conference Entry with Count

Operator Request Available

Conference Termination Option

On — Upon entering the conference, participants hear a private

message telling them how many people, including themselves, are now in the conference.

Off — Participants hear a message stating only that they’re being placed into conference.

Specifies who may make operator requests from a subscriber’s conferences: the subscriber only, the subscriber and participants, or neither.

This setting doesn’t affect automatic operator requests resulting from a caller’s failure to enter the correct password or conference security code.

Specifies how the ReadiVoice system handles conferences that have the minimum number of participants:

Off — The ReadiVoice system never terminates conferences.

On — After a configurable interval (set by Conference Termination Time, below), the conference is referred to an operator for termination.

If no operator is available, the system plays a message to the conference asking the participants to press a touchtone key to continue. If there’s no response, the system terminates the conference.

On – w/ Oper Override — The system plays a message to the conference asking the participants to press a touchtone key to continue. If there’s no response, the system terminates the conference.

You can set the minimum number of participants for your system to one, two, or three. See “Changing System Configuration Settings” on page 118.

Conference Termination Time

Specifies the time interval (in minutes) that governs the automatic termination of conferences that have the minimum number of participants. Has no effect if Conference Termination Option is set to

Off.

ACM Options Application Control Mode (ACM) enables an external application to

interact with callers or conference participants. The options or settings that appear here, if any, depend on which ACM features and external applications are installed in your system.

ACM and some sample ACM applications to demonstrate its use are included in the ReadiVoice Software Development Kit (SDK).

a. These are the default labels. All field labels that also appear on the New Subscriber page can be customized

via the Quick Provisioning Setup page described in “Setting Up the Provisioning Interface” on page 60.

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9 Click Commit Group.

The system either confirms that the group has been updated or tells you which information is missing.

10 If the update failed, note what’s missing. Then click the link to return to

the Edit Group page, make the needed corrections, and click Commit Group again.

Repeat the above procedure to edit another subscriber group.

How Continuation Settings Interact

Table 2-8 shows how Auto Continuation and Conference Continuation

interact to determine an account’s continuation behavior (whether a conference continues after the subscriber leaves) and what control the subscriber has over that behavior.

Table 2-8 Continuation settings at a glance

Auto Continuation

Off

Subscriber Configurable

Yes

Conference Continuation Effect Setting

Yes Continuation on. Subscriber can turn it off for the

current conference or for all future conferences.

Continuation on. Subscriber can turn it off for all future

Yes

conferences, but not for the conference currently under way.

Continuation on. Subscriber can turn it off for the conference currently under way, but not for all future conferences.

Continuation on. Subscriber can’t turn it off at all. All of the subscriber’s conferences are set to continue until the last participant disconnects.

Continuation off. Subscriber can turn it on for the conference currently under way or for all future conferences.

Continuation off. Subscriber can turn it on for all future conferences, but not for the conference currently under way.

Continuation off. Subscriber can turn it on for the conference currently under way, but not for all future conferences.

Continuation off. Subscriber can’t turn it on at all. All of

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the subscriber’s conferences are set to end when the subscriber disconnects.

If they may do so, subscribers can change the continuation behavior of all future conferences in two ways:

• By accessing the account options menu when dialing into the system (available if Prompt for Menu is turned on).

• By logging into the Moderator and accessing its account options settings.

If they may do so, subscribers can change the continuation behavior of the conference currently under way by entering the correct touchtone command (the default is

Deleting a Subscriber Group

You can’t delete a group that has active subscribers. First, you must change the subscribers to a different group. For instructions, see the ReadiVoice Provisioning Guide. You can’t delete the last remaining subscriber group.

Administering the ReadiVoice System

Caution!

Be sure you want to permanently remove all information about a group before you delete it.

To delete a subscriber group:

1 In the navigation bar, click Subscriber Groups.

The Subscriber Group page appears (Figure 2-16 on page 47).

2 Find the group you want to delete and click its Delete button (red “–”).

A dialog box asks you to confirm deleting the group.

3 Click OK.

The system confirms that the group has been deleted.

Repeat the above procedure to delete another subscriber group.

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Setting Up the Provisioning Interface

After working with the subscriber group settings, you may realize that your company doesn’t need or want to use all the available fields when provisioning subscribers or modifying their accounts.

You can customize the Provisioning interface so that provisioners see only the fields you want them to use. You can also change the field names to match your company’s usage.

The Quick Provisioning Setup page (Figure 2-21 and Figure 2-22) lets you decide what appears on the Add Subscriber and Edit Subscriber pages. You can:

• Hide fields and settings that your company doesn’t need.

A few fields are required by the system. They don’t have check boxes by them, so you can’t turn them off (but you can rename them). You probably want to require at least some subscriber and billing information.

Other fields may be necessary because of your system configuration (such as Subscriber External ID) or to implement certain features (such as Dial Out Prefix and Dial Out Postfix).

Caution!

• Change the names of fields and settings.

When renaming fields and settings, keep in mind that space is limited. Check your changes to make sure they display properly.

If you rename fields and settings that apply to subscriber groups, those changes also appear on the Edit Group page.

To customize what appears in the Provisioning interface:

1 In the System Administration navigation bar, click Quick Provisioning

Setup.

The Quick Provisioning Setup page appears.

2 To disable a field or setting (removing it from the Provisioning interface),

click its check box to clear it. To re-enable a field or setting, click its check box again to select it.

Some ReadiVoice system configurations may require that certain fields and settings be available in Provisioning even though the Quick Provisioning Setup page allows you to leave them out. Be sure you know which fields are needed for your system configuration.

3 To change how a field or setting is labeled in the Provisioning interface,

edit the name shown in its text box.

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4 When you’re finished making changes, click the Update Quick

Provisioning Settings button.

The system confirms the provisioning setup changes and provides a link back to the System Administration page.

5 Test the changes you’ve made:

— Go to the Provisioning interface and add a test subscriber. Verify that

the Add Subscriber page looks the way it should.

— Start a conference as the test subscriber and verify that all the features

you want to support are available and operational.

Repeat this procedure if you need to make additional changes.

Figure 2-21 Quick Provisioning Setup page (top)

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Figure 2-22 Quick Provisioning Setup page (bottom)

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Managing System Access

The ReadiVoice system supports several kinds of users with different roles and responsibilities. To give internal users (not subscribers) access to the system, you create entries for them on the Passwords page, assigning each a user name and password.

The user type (operator, provisioner, or administrator) controls which functions a user may access. A group provisioner is assigned to a single subscriber group and can add, change, or delete only subscribers within that group. A group operator is assigned to one or more subscriber groups and can monitor conferences and answer requests only from conferences within those subscriber groups.

Similarly, a group administrator can edit only a specific subscriber group and view only the CDRs from that group.

You can’t add or delete group administrators directly. Instead, you do so when creating or editing the subscriber group. See “Working with Subscriber

Groups” on page 46. You can, however, change a group administrator’s

password using the procedure described here.

Administering the ReadiVoice System

The sections that follow describe how to add and delete internal users and change their passwords.

Adding an Internal User

1 In the System Administration navigation bar, click Passwords.

Caution!

This page shows actual passwords, not asterisks, for all ReadiVoice users. Don’t display it unless the monitor is secure from unauthorized personnel. Don’t walk away from the monitor with this page displayed.

2 In the User Name field of the blank row, enter the login name for the new

3 In the Password field, enter the new user’s password. The maximum

The Passwords page appears (Figure 2-23). It lists the authorized users of the ReadiVoice system, showing the password, user type, and, if applicable, group for each. A blank row at the end of the list allows you to add a new user.

user. The maximum length is 30 characters.

length is 20 characters.

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Figure 2-23 Passwords page

4 In the User Type list, select the user type.

The user types are operator, provisioner, group operator, group provisioner, and system administrator.

5 If the new user is a group provisioner or group operator, select from the

Group list the subscriber group to which this user has access.

For a group operator, you can add or change subscriber groups later (see step 8). For a group provisioner, the group selected here is the only one to which the provisioner has access and it can’t be changed.

6 Click the Add button.

The system confirms that the user has been added and provides a link for returning to the Passwords page.

7 Click the link to reload the Passwords page.

The new entry appears at the end of the list, above the blank row.

8 If the new user is a group operator and you want to add more subscriber

groups, click the new entry’s Register Groups link.

The Operator Registered Subscriber Groups page appears (Figure 2-24).

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Figure 2-24 Operator Registered Subscriber Groups page

9 Use the Add and Remove buttons to move selected groups into or out of

this operator’s Registered Subscriber Groups list.

10 When you’re finished setting up this group operator, click Passwords in

the navigation bar to return to the Passwords page.

Repeat the above procedure to add another user.

Changing an Internal User’s Password

1 In the navigation bar, click Passwords.

The Passwords page appears (Figure 2-23). It lists the authorized users of the system, showing the password, user type, and, if applicable, group for each. Only the password can be modified.

To change a user’s login name, user type, or group, delete the existing entry and add a new one. The Passwords page also lists the Telnet login for the system. You can change the password for this login, but can’t delete it.

2 Locate the user whose password you want to change.

3 Replace or edit the existing password and click the Commit button (blue

“c”).

The system confirms that the password has been modified and provides a link for returning to the Passwords page.

4 Click the link to reload the Passwords page.

The user you modified has a new password.

Repeat the above procedure to change another password.

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Deleting an Internal User

1 In the navigation bar, click Passwords.

The Passwords page appears (Figure 2-23).

2 Locate the entry for the user you want to remove and click its Delete

button (red “–”).

The system confirms that the user has been deleted and provides a link for returning to the Passwords page.

3 Click the link to reload the Passwords page.

The entry you deleted is gone from the list.

Repeat the above procedure to delete another user.

Defining Invalid Subscriber Passwords

As a security feature, the ReadiVoice system lets you specify certain number combinations as not valid subscriber passwords. For instance, you can disallow combinations such as 1111 and 1234.

The ReadiVoice system stores the invalid combinations in the invalid subscriber password table. You can add entries to and delete entries from this table. Adding entries has no effect on subscribers currently using the entries. It only prevents these entries from being chosen in the future.

Adding Entries to the List of Invalid Subscriber Passwords

1 In the System Administration navigation bar, click Invalid Passwords.

The Invalid Subscriber Password Table page appears (Figure 2-25).

2 In the Enter a Password to Add to the List field, type the number you

want to invalidate as a subscriber password.

3 Click the Add button (green “+”).

The system confirms that the entry has been added and provides a link for returning to the Invalid Subscriber Password Table page.

4 Click the link to reload the Invalid Subscriber Password Table page.

The entry you added appears in the list.

Repeat the above procedure to add another invalid password entry.

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Deleting Entries from the List of Invalid Subscriber Passwords

1 In the navigation bar, click Invalid Subscriber Passwords.

The Invalid Subscriber Password Table page appears (Figure 2-25).

2 Scroll through the list of invalid subscriber passwords and select the

number you want to delete.

3 Click the Delete button (red “–”).

The system confirms that the entry has been deleted and provides a link for returning to the Invalid Subscriber Password Table page.

4 Click the link to reload the Invalid Subscriber Password Table page.

The entry you deleted is gone from the list.

Repeat the above procedure to delete another entry.

Figure 2-25 Invalid Subscriber Password Table page

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Monitoring the ReadiVoice System

This chapter describes the ReadiVoice system monitoring functions that you can access with your browser. You can view the overall status of your system, usage levels, bridge and span status, operator data, and conference data.

Accessing the Monitoring Tools

You can access the ReadiVoice system monitoring tools from any computer that can connect to the ReadiVoice system’s Web server and has a compatible Web browser (Microsoft Internet Explorer, version 5.5 or later).

Some functions also require a Java plug-in (Java Runtime Engine, or JRE). If you don’t have the necessary plug-in, your browser should ask you if you want to download and install it. You must do so to use those functions. Polycom has tested these Java applets with the Sun Microsystems Java Runtime Engine (JRE) 1.3 on Microsoft Windows 2000.

Access to the monitoring tools is restricted to authorized users. You must know the correct user name and password.

To access ReadiVoice system monitoring tools:

1 Point your browser to the ReadiVoice home page for your system (for

example, http://rvoice.com/index2.html).

The ReadiVoice internal home page appears (Figure 3-1). The navigation bar is on the right.

2 Select the link for the information you want to see:

— Click Show System Status to see information about disk usage and

running processes on your CACS server.

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— Click Show Conference Status to see information about current

— Click Show Conference Report to view call detail record (CDR) data

— Click Show CDR Data to view CDR data sorted by conference.

— Click Operator Statistics to view data taken from requests for

— Click SNMP Monitor to view system statistics in real time.

— Click Channel State Monitor to see real-time display of the lines in

— Click Show Critical Logs to check for critical events in the bridge log

If you aren’t already logged in as a system administrator, the login dialog box appears.

3 Enter a user name and password authorized for administrative access.

Then click OK.

conferences.

for completed conferences sorted by subscriber.

operator assistance, or to view statistics calculated from the data.

use on each bridge (not available in an IP system).

files (described in Chapter 6, “Diagnostics and Troubleshooting,” on

page 145).

Figure 3-1 ReadiVoice internal user home page

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Checking System Status

The System Status page (Figure 3-2) appears when you click the Show System Status link in the navigation bar.

The System Disk Usage and Informix Disk Usage panels show disk usage statistics for your CACS server’s Solaris partitions and Informix chunks. For each partition or chunk, they show:

KB Size — The total size of the partition or chunk in kilobytes.

KB Left — The amount of free space in kilobytes.

Capacity — The percentage of the total size that is used.

The Process Status panel shows the status (running or not running) and CPU time of the ReadiVoice server processes. The processes listed depend on whether this is a PSTN or IP system and how it’s configured. See “Stopping

and Restarting ReadiVoice Processes” on page 111.

Monitoring the ReadiVoice System

Caution!

ReadiVoice behavior is unpredictable unless all server processes are running.

Figure 3-2 System Status page

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Viewing Conferencing Information

The Conference Information links in the navigation bar let you look at:

• Information about the conferences currently running.

• Summary CDR data, with one entry per subscriber, for a time period you

choose (up to one month).

• Summary CDR data, with one entry per conference.

• Detailed CDR data for a specific conference.

Call detail records (CDRs) are used for billing and provide detailed information about a conference, its participants, and all features used and events associated with it. If you’re a system administrator, you can look at any CDR data in the database; if you’re a group administrator or group provisioner, you can look only at the CDR data for your subscriber group.

For descriptions of the CDR data, see Appendix B.

Current Conferences Information

The Conference Status page appears when you click the Show Conference Status link in the navigation bar. It provides an overview of the current

conferencing activity on the system.

The Conference Status page shows:

• At the top, summary information about all currently running conferences.

• Below the summary table, status information for each running conference,

showing details about each line in the conference.

Figure 3-3 Conference Status page

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CDR Data by Subscriber

When you click the Show Conference Report link in the navigation bar, the CDR Data page displays CDR data by subscriber. Each entry in the Conference Report panel shows the aggregate conferencing data for one

subscriber.

When the page first appears, it shows the subscriber data for the current date. To see subscriber data for a different date or range of dates, change Begin Date, End Date, or both, and click Search.

For each subscriber listed, the report shows:

• Subscriber ID and name.

• Total number of port minutes.

• Number of dial-outs and dial-out minutes.

• Number of times each billable feature was used.

To see more detail for a subscriber, click that subscriber’s ID in the list. The system displays summary CDR data for the subscriber’s conferences, with one entry per conference. This is the same display that you get by clicking Show CDR Data and then searching for that subscriber ID and date range. See the next section.

Monitoring the ReadiVoice System

Figure 3-4 Viewing CDR data by subscriber

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CDR Data by Conference

When you click the Show CDR Data link in the navigation bar, the CDR Data page presents an expanded search panel (Figure 3-5), where you can specify various criteria, such as subscriber ID or name, and set a date range.

When you click Search, the system retrieves data for the conferences within your date range that match your search criteria. Each entry in the Conference Report panel shows the data for one conference. Figure 3-5 shows the results of a search for a specific subscriber ID.

If the date range includes today, the list may include conferences that are currently running or whose CDRs haven’t been fully processed yet; these records will be incomplete.

For each listed conference, the Conference Report panel shows:

• Conference and subscriber IDs.

• Bridge ID and card number on which conference ran.

• Subscriber’s name.

• Start time and duration (or Incomplete if the conference is still running).

• Number of participants (or N/A if the conference is still running).

To see details for a specific conference, click its conference ID. The CDR Data page displays detailed CDR data for the conference. See the next section.

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Figure 3-5 Retrieving CDR data by conference

Monitoring the ReadiVoice System

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Detailed CDR Data for One Conference

While viewing CDR data by conference, click a conference ID for more information about that conference. The CDR Data page displays detailed CDR data for the conference (Figure 3-6). The Conference Report panel at the top contains information about the conference and its participants. The Participant Features panel contains records of billable feature usage. For descriptions of the features that may be listed, see Table B-3, “Feature

Information (cdr_post_state)” on page 258.

If the conference is still running or its CDRs haven’t been fully processed yet, these records will be incomplete.

If you have a non-routed system using private (not shared) access numbers, and you’re using hidden numbers, then the Conference Report panel shows the hidden numbers instead of the DNIS numbers.

Figure 3-6 Viewing detailed CDR data for a conference

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Viewing Operator Information

The Operator Statistics page appears when you click the Operator Statistics link in the navigation bar of the ReadiVoice internal user home page. From here, you can:

• Click View Requests in the navigation bar to see records of operator requests (for all operators, a specific operator, or a specific subscriber). Follow the procedure in “Viewing Operator Request Records” on page 77.

• Click View Statistics in the navigation bar to see operator request statistics (for all operators, a specific operator, or a specific subscriber). Follow the procedure in “Viewing Operator Request Statistics” on page 79.

Operator request data is available only if operator data logging is enabled on the System Configuration page (see “Changing System Configuration

Settings” on page 118). If it is, the ReadiVoice system creates an operator log

file each night at midnight containing all the operator request records for the preceding day.

Monitoring the ReadiVoice System

The Operator Statistics pages let you retrieve and view data from these log files The operator logs are deleted after 31 days, so you can see operator request data for up to a month.

Viewing Operator Request Records

1 In the Operator Statistics page navigation bar, click View Requests.

The Requests page appears (Figure 3-7). It provides you with three scope options in the navigation bar (For All Operators, For Specific Operator, and For Specific Subscriber).

2 In the navigation bar, click the link that corresponds with the scope of the

records you want to retrieve.

The Requests Search page displays search fields that vary slightly depending on the choice you made. Figure 3-8 shows the search fields that appear when you choose For Specific Subscriber.

3 If you chose For Specific Operator or For Specific Subscriber, select the

operator from the list or enter the subscriber’s ID (if you don’t know the subscriber’s ID, click the Search link to its right to search for the subscriber).

4 If you chose For All Operators, select the number of records you want to

see per page.

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Figure 3-7 The Operator Statistics Requests page

Figure 3-8 Searching for operator requests by subscriber

5 Set the Begin Date and End Date fields by doing one of the following:

— Click in the field and edit the date.

— Click the field’s calendar icon and click a date in the calendar that

appears.

Regardless of which dates you choose, records are only available for the past 31 days and aren’t available for the current day (the system collects the day’s data at midnight).

6 Click the Search button.

The ReadiVoice system displays the answered requests matching your search criteria. For each request, it shows:

— Type of operator request (private or conference).

— Date and time the request was made.

— Operator ID of the operator who answered the request.

— How long it took an operator to answer the request.

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Monitoring the ReadiVoice System

— How long the operator spent on the request (talking with the

subscriber or conference).

— Subscriber ID for the conference in question. Click the ID to retrieve a

conference report for that subscriber.

— Conference ID of the conference. Click the ID to retrieve a detailed

report for that conference.

Figure 3-9 Results of operator request search

Viewing Operator Request Statistics

1 In the Operator Statistics page navigation bar, click View Statistics.

The Statistics page appears. It looks similar to the Requests page (Figure 3-7) and has the same three options in the navigation bar (For All Operators, For Specific Operator, and For Specific Subscriber).

2 In the navigation bar, click the link that corresponds with the statistics

you want to generate.

The Statistics Search page displays search fields that vary slightly depending on the choice you made. Figure 3-10 shows the search fields that appear when you choose For All Operators.

3 If you chose For Specific Operator or For Specific Subscriber, select the

operator from the list or enter the subscriber’s ID (if you don’t know the subscriber’s ID, click the Search link to its right to search for the subscriber).

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Figure 3-10 Generating statistics for all operators

4 Set the Begin Date and End Date fields by doing one of the following:

— Click in the field and edit the date.

— Click the field’s calendar icon and click a date in the calendar that

appears.

Regardless of which dates you choose, records are only available for the past 31 days and aren’t available for the current day (the system collects the day’s data at midnight).

5 Click the Search button.

The ReadiVoice system displays operator request statistics for the operator, subscriber, and/or time period matching your search criteria (Figure 3-11). It shows:

— Minimum, maximum, and average wait for request to be answered.

— Minimum, maximum, and average time spent on a request.

— Sample sizes (number of requests included in statistics).

If you requested statistics for all operators, it also shows:

— Minimum, maximum, and average wait for canceled requests.

— Maximum number of requests in the queue at any one time.

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Figure 3-11 Results of generating statistics for all operators

Using the SNMP Monitor

The ReadiVoice system supports the Simple Network Management Protocol (SNMP). SNMP lets you monitor the ReadiVoice system with standard network administration tools, such as HP Openview from Hewlett Packard or similar tools from companies such as SUN or IBM.

documents the system and bridge SNMP events. “Enabling SNMP Logging” on page 141 describes SNMP logging, which writes SNMP data to log files on an ongoing basis.

But, if you just want to check system statistics in real time, you can use SNMP Monitor. SNMP Monitor is a Java applet that you run from your browser. It provides a quick and convenient way to monitor the contents of the SNMP Management Information Base (MIB).

To run SNMP Monitor:

1 On the ReadiVoice home page, click the SNMP Monitor link.

The Java applet loads, which may take a few moments. Then, the SNMP Monitor window appears. The Perfmeter tab is selected, and it starts

graphing selected MIB data over time, both system-level and for each individual bridge. See Figure 3-12.

Although the SNMP Monitor applet opens in its own window, your browser must remain active and pointed to the Monitor host page. If you close your browser or navigate away from the host page, SNMP Monitor closes.

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Figure 3-12 Perfmeter tab of SNMP Monitor window

2 Point your mouse pointer at a specific data point on a graph.

A small window displays the MIB data value and time for that point on the graph.

3 To customize which MIB elements are monitored, select Setup from the

Configuration menu.

The SNMP Monitor Properties dialog box opens (Figure 3-13).

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Polycom 3725-70003-009F User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Figures

Tables

About This Manual

Purpose

Document Conventions

Support

Introducing the ReadiVoice® System

What is the ReadiVoice System?

How ReadiVoice Conferencing Works

Starting and Joining a Conference

Controlling a Conference

Managing Your ReadiVoice System

Operator Interface

Provisioning Interface

Administration Interface

Components of the ReadiVoice System

ReadiVoice-PSTN Systems

ReadiVoice-IP Systems

ReadiVoice-IP Call Processing

“Dialing” in ReadiVoice-IP Systems

ReadiVoice Call Flow

How Quick-Start and Conference Continuation Affect Call Flow

How One-Click Conference Affects Call Flow

How A Two-Password Configuration Affects Call Flow

How IP Tributaries Affect ReadiVoice-IP Call Flow

Administering the ReadiVoice System

Opening ReadiVoice System Administration

Maintaining Bridge Information

Adding a New Bridge

Modifying an Existing Bridge

Deleting a Bridge

Working with Translation Numbers

Working with Bridge Groups and Routing Lists

Managing Bridge Groups

Managing Routing Lists

Working with Number Groups

Adding a Number Group

Modifying a Number Group

Deleting a Number Group

Working with Access Classes

Adding an Access Class

Renaming an Access Class

Deleting an Access Class

Working with Access Phone Numbers

Adding Access Phone Numbers

Moving Fixed Access Numbers to Another Bridge

Reassigning an Access Phone Number’s Subscribers

Changing an Access Phone Number’s Access Class

Changing Hidden Numbers

Deleting an Access Phone Number

Working with Multiple Providers

Adding a Provider

Editing a Provider Account

Deleting a Provider

Working with Subscriber Groups

Adding a New Subscriber Group

Editing a Subscriber Group

How Continuation Settings Interact

Deleting a Subscriber Group

Setting Up the Provisioning Interface

Managing System Access

Adding an Internal User

Changing an Internal User’s Password

Deleting an Internal User

Defining Invalid Subscriber Passwords

Adding Entries to the List of Invalid Subscriber Passwords

Deleting Entries from the List of Invalid Subscriber Passwords

Monitoring the ReadiVoice System

Accessing the Monitoring Tools

Checking System Status

Viewing Conferencing Information

Current Conferences Information

CDR Data by Subscriber

CDR Data by Conference

Detailed CDR Data for One Conference