Vcon IGC2000 6.7 User Manual

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Audio Conferencing

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IGC

Audio Conferencing Bridge

User’s Guide

DOC00049 Rev. 6.0 02.06

Version 6. 7

© 2006 Emblaze-VCON Ltd. All Rights Reserved.

Information in this document is subject to change without notice. No part of this
document can be reproduced or transmitted in any form or by any means ­electronic or mechanical - for any purpose without written permission from
Emblaze-VCON Ltd.

Microsoft and Outlook are registered trademarks of Microsoft Corporation in the
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Software Limited Warranty

Emblaze-VCON Ltd. warrants to the original Purchaser, that IGC User Interactive
Group Communication (“Product”) Software will perform according to
accompanying user documentation for a period of 90 (ninety) days from the date of
receipt; replacement Software will be warranted for 90 (ninety) days from the date
of receipt. This Limited Warranty shall not apply to any product that in the opinion
of Emblaze-VCON Ltd. has not been installed or upgraded according to
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GRANT OF LICENSE Emblaze-VCON Ltd. grants the Purchaser a non-exclusive

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The Purchaser may make one copy of the Software solely for backup or archival
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ii Emblaze-VCON IGC User Guide

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Emblaze-VCON IGC User Guide iii

About this User’s Guide

This User’s Guide explains how to set up, schedule, and participate in the rich
conferencing environment provided by Emblaze-VCON’s Interactive Group
Communications (IGC) system. The following chapter summary briefly describes
this guide’s contents:

Chapter 1 Welcome to IGC 2000

Introduction to the IGC’s operational modes and
features.

Chapter 2 Getting Started

Procedures for IGC’s most basic tasks - initiating calls to
individual team members and to groups.

Chapter 3 Team Ope r ati ons

Instructions for creating and managing teams, and
initiating and managing team-wide calls.

Chapter 4 Scheduled Calls

Procedures for scheduling calls.

Chapter 5 Call Manager Operations

Description of the Call Manager and procedures for
performing various tasks during an IGC conference, such
as whispering, external consulting, WebEX and
WebSharing presentations.

Chapter 6 Personalizing IGC

Instructions for setting up personal profiles, and adding
and editing Personal Users as part of your teams.

Chapter 7 Broadcast Calls

Procedures for moderating and participating broadcast­type conferences.

Chapter 8 Guest Operations

Procedures for guests joining an IGC conference.

Chapter 9 IGC Agent for Microsoft Outlook

Instructions for installing the IGC Agent plug-in to your
Microsoft® Outlook® application and initiating IGC
calls from Outlook.

iv Emblaze-VCON IGC User Guide

Emblaze-VCON Technical Support

This User’s Guide was designed to help you work with the IGC system easily so that
you can enjoy its many features.

If a situation occurs that is not covered by the supplied documentation, contact your
local Emblaze-VCON distributor, and request a ssistance from thei r Emblaz e-VCON­trained technical support department. Please describe the problem, device, and PC
operating system (if applicable), and any other relevant details.

Also, you may access the Technical Support section of the Emblaze-VCON website

http://www.emblaze-vcon.com/support/index.shtml) in order to check its

(
knowledge base or initiate other customer support processes:

Page Type of support

Support Notes Troubleshoot or receive technical information about

specific Emblaze-VCON products.

Downloads Download a new software release or a free product

evaluation.

Demo
Numbers

License Key
Requests

Test your v ideoconferencing system.

Request a permanent license key for your organization’s
MXM(s).

Emblaze-VCON IGC User Guide v

Glossary of Terms and Acronyms

Term/Acronym Description

Account
Number

Conference ID 5-digit number that identifies a specific team call.
Consultant

Modes

9-digit number that you use to log into IGC.

Types of external calls.
See:

• “Disconnect External Participant” on page 7

• “Team Consultation” on page 7

• “Personal Consultation” on page 7

• “Include External Participant” on page 7

External Call A separate call to a consultant made concurrently with

the team call. You can keep the external consultant
isolated from the group, allow the group to monitor the
external call, allow the consultant to monitor the team
call, or included the consultant in the team call.

Find Me IGC calls telephone numbers in order of priority until it

locates the User or Personal-User.

Team Cal l Call to a predefined team.
IMinControl™ Individually Managed Interactive Control
Meet-Me A conference call where Guests dial-in to the conference

at a prearranged time, using a conference ID number
and PIN to enter the call.

MN Member Number

Unique member number between 1 and 99, used to refer
to another user in a team call.

Personal-User Individual that you add to IGC in order to add to a team.
PIN Personal Identification Number

IGC uses 4-digit PINs.

Sidebar Private conversation that a Moderator initiates with a

Listener.

Team Group of Users and Person al-Us ers that you can cal l as a

group.

Team Mem b er User or Personal-User on one of your teams.
TN Team Number

Unique member number between 1 and 99, used to refer
to another team call team.

vi Emblaze-VCON IGC User Guide

Term/Acronym Description

TUI Telephone User Interface

Refers to actions performed by pressing the keys on the
telephone’s keypad.

Unwhisper Exit Whisper mode.
User You and others like yourself who have been added to the

IGC system by your network administrator. Users can

WebEx WebEx is a third-party application for sharing

applications and documents over the web.

WebShare WebShare is the electronic equivalent of making a

presentation at a meeting. You ca n display an application
on your computer over the web to other members of the
group.

Whisper Only the individual(s) “whispered to” can hear you. The

IGC equivalent of covering the telephone when you
speak to someone in the room.

Emblaze-VCON IGC User Guide vii

Tabl e Of Con ten ts

Table O f C ontent s

About this User’s Guide ..................................................................iv

Emblaze-VCON Technical Support .................................................v

Glossary of Terms and Acronyms...................................................vi

1 Welcome to IGC 2000 ......................................................1

1.1 Business Team Calls.........................................................................1

Types of Team Call Users................................................................ 2

Types of Team Calls ........................................................................ 3

Individually Controlled Business Team Call Features ...................4

1.2 Broadcast Calls................................................................................ 8

Types of Broadcast Call Users......................................................... 8

Individually Controlled Broadcast Call Features ........................... 9

1.3 Other Features................................................................................10

Pronunciation Control and the Listen Button...............................10

Name Tags......................................................................................10

Microsoft Outlook Plug In..............................................................10

2 Getting Started .............................................................11

2.1 Enabling ActiveX Controls............................................................. 11

2.2 Logging In ......................................................................................12

2.3 Initiating a Call...............................................................................13

Use the Dial Pad .............................................................................15

2.4 Initiating a Call to a Team..............................................................19

3Team Operations...........................................................23

3.1 Basic Team Operati o ns .............. .. .. .. .. .. .. .. .. .. .. .. ... .. .. .. .. .. .. .. .. .. .. .. .. .. 2 4

Creating a Team ............................................................................ 24

Initiating a Call to a Team..............................................................27

Viewing Teams .............................................................................. 28

3.2 Advanced Team Operations..........................................................30

Personalize the Team....................................................................30

Adding and Deleting a Team Member.......................................... 33

Deleting a Team ............................................................................40

3.3 TUI Commands for Team Operations .......................................... 43

4 Scheduled Calls ............................................................45

4.1 Scheduling A Call .......................................................................... 45

4.2 Inviting Guests to a Meet-Me Call ................................................ 52

Emblaze-VCON IGC User Guide ix

5 Call Manager Operations ................................................53

5.1 Basic Operat i on s................ .. .. .. .. .. .................... .. .. .. ... .. .. .. .. .. .. .. .. .. .. . 54

Viewing a Prescheduled Call.........................................................54

Placing an External Call ................................................................ 57

Adjusting the Volu m e........ .. .................... .. .. .. ..................... .. .. .. ..... 57

Disconnecting from the Conversation .......................................... 58

5.2 Advanced Operations .................................................................... 59

Placing a Call to One of Your Personal-Users...............................59

Mute/Unmute ................................................................................61

Whisper to One/Whisper to Many................................................62

Sending a Note .............................................................................. 65

Initiating a WebShare Session ......................................................66

Initiating a WebEx Meeting..........................................................70

External Private Mode................. .. .. .. .. .. .. .. .. .. .. .. .. .. ... .. .. .. .. .. .. .. .. .. .. . 73

Personal Consultations ................................................................. 74

Team Consultations....................................................................... 75

Introducing an External Consultant into a Team Call..................76

Placing an External Call on Hold...................................................77

Disconnecting an External Call from a Team Call........................ 78

5.3 Telephone Commands................................................................... 79

5.4 Mock Telephone Call Using Telephone Commands.....................80

6Personalizing IGC.......................................................... 83

6.1 Updating your Personal Profile..................................................... 83

6.2 Adding and Deleting P erso na l-U s er s............ .. .. .. .. ... .. .. .. .. .. .. .. .. .. .. . 85

6.3 Editing a User (Personal-User)......................................................91

6.4 Viewing and Editing the User Directory....................................... 94

Editing the Master Directory ........................................................94

Viewing the User Directory........................................................... 96

6.5 Personalizing TNs and MNs..........................................................97

6.6 Find Me Options...........................................................................101

7Broadcast Calls...........................................................103

7.1 Scheduling a Call ......................................................................... 103

7.2 Moderator Operations................................................................. 104

Connecting and Disconnecting All Listeners.............................. 104

Holding a Sidebar Conversation with a Listener........................ 105

Permitting a Listener to Speak.................................................... 106

Canceling a Listener’s Request to Speak......................................107

Putting a Listener On Hold and Disconnecting a Listener.........108

Changing the Volume of a Speaker for All Listeners.................. 109

x Emblaze-VCON IGC User Guide

7.3 Speaker Operations..................................................................... 109

7.4 Listener Operations..................................................................... 109

8Guest Operations........................................................111

9 IGC Agent for Microsoft Outlook ....................................113

Index .........................................................................121

Emblaze-VCON IGC User Guide xi

1WELCOME TO IGC 2000

Interactive Group Communications 2000 (IGC User 2000) is an advanced audio­conferencing system with features that save time and increase productivity. IGC’s
Individually Managed Interactive Control (IMinControl™) technology simulates
same-room dynamics. It lets you:

• Make an external private call while still listening to others in the background

• Choose if and when to introduce the external caller into a team call

• “Whisper” to one person or more without disengaging

• Control the volume of each participant.

T Business Team Calls
T Broadcast Calls
T Other Features

1.1 Business Team Calls

Business team calls enable:

• Scheduled team calls with automatic reminders to all participants

• Find Me dialing

• Same-room dynamics

• Concurrent private calls

• Multiple consultation modes that let you bring in experts when you need them

Emblaze-VCON IGC User Guide 1

1 Welcome to IGC 2000

Types of Team Call Users

There are different types of users, each having a different level of access to IGC User
features.

User Users can only be created by the network administrator,

and have their own accounts with an individual PIN for
login to IGC User software. Use rs can create and mana ge
teams to be called as a group, and can schedule different
types of calls.

The teams can consist of other Users and Personal­Users.

Personal-User Personal-Users can be created by Users from a limited

pool of non-entity users defined by the IGC
administrator. You can define multiple phone numbers
for your Personal-Users, which enable IGC to look for
and find them when you need them.

Personal-Users do not have their own accounts or PINs.
They cannot create other Personal-Users or log into the
Call Manager. Personal-Users join a call by dialing the
number 1.

However, when you want to provide a Personal-User
with access to Call Manager features, you can “invite”
them as a Guest, even though they are defined as
Personal-Users.

Guest Guests are not defined in IGC User and must therefore

dial-in to an existing team call, using an ID and PIN
specific to the team call. When a User schedules a team
call, IGC User generates an ID and PIN specific to the
call, which it includes in an email that it sends to the
User. The User can then forward this email to Guests.

Guests in a business team call differ from Listeners in a
broadcast call. Unlike Listeners, Guests can participate
fully in the call.

2 Emblaze-VCON IGC User Guide

1 Welcome to IGC 2000

Types o f Te a m C a l l s

IGC User offers the following types of business team calls:

Meet-Me Dial-in service where Guests call in to a scheduled team

call.
Once a call is scheduled, you can forward the email

created by IGC to your Guests. At the appointed time, the
Guests dial-in to the IGC telephone number, and use the
Conference Number and PIN to join the call and log into
the Call Manager.

You can also initiate a Meet-Me call without scheduling
it, by entering the conference ID and PIN of an existing
team.

Once a team is created, you can forward the email
created by IGC to your Personal-Users to enable them to
log into scheduled calls as guest, thereby allowing them
to use the Call Manager.

Ad Hoc Team
Call

Scheduled
Team Cal l

Dial-out service to Users and P ersonal-Users. Users can
use their individual PINs to access the Call Manager.
Personal-Users can join the team calls, but cannot log
into or use the Call Manager.

Scheduled dial-out service to Users and Personal-Users.
Guests can dial-in to a scheduled call once it starts.

Emblaze-VCON IGC User Guide 3

1 Welcome to IGC 2000

Individually Controlled Business Team Call Features

Main Features

Auto Roll Call Lists all of the Team Members with their Member

Numbers, and whether or not each Team Member is
present.

TUI command is 008

Change Team Allows you to change to another team.

TUI command is:
***1TN1 to call the team.

***1TN2 to join an existing call to the team.
Examples:
***1171 to call team 17.

***1172 to join an existing team 17 call.

Connect a
Specific
Member

Connect All Dials out to all team members that are not currently

End Whisper Everyone can now hear what you say.

External Calls Allows team members to have separate conversations

External Mode
Assistance

Dials out to a specific team member.
TUI command is <member number>2
For example: to dial team member no. 02, dial 022.

connected.
TUI command is 002

TUI command is 000 (same as Mute/Unmute)

without leaving the team call. By default, the external call
is a Private Call.

TUI command is #<telephone number>##
For example: to call [phone], you need to dial:

#1234567890##

“External Calls” on page 7 for additional

See
External Call options.

Gets a list of TUI star (**) commands. One option is to
get additional TUI commands.

TUI command is **

4 Emblaze-VCON IGC User Guide

1 Welcome to IGC 2000

Find Me IGC calls telephone numbers in order of priority until it

locates the User or Personal-User. Users define this for
themselves under Admin Menu > Update Personal
Profile (see

page 83

Menu > User Directory Options > Update User

(see “Editing a User (Personal-User)” on page 91).
No TUI command

Help Desk Dials an external call to a number that your system

administrator defined as the help desk number. If this is
not available, it may not have been defined by your
system administrator.

TUI command is **0

Initiate a Team
Call From Your
Tele pho ne

TUI command is <IGC telephone number>
#<account number> <PIN> 1TN1

Example you need to dial:
#18001234567#12312312344441171 if your:

“Updating your Personal Profile” on

), and for their Personal-Users under Admin

• IGC telephone number is: 1-800-123-4567

• Account number is: 123123123

• PIN is: 4444.

For details see “To Initiate a Team Call Using TUI

with the Conference ID and PIN” on page 79

TIP
Program the entire number sequence into your phone’s

memory, using a long (2 second) pause in place of each
space character above.

Mute/Unmute Toggles Mute mode and ends Whisper mode.

.

• Lets you speak privately by preventing members of

the team call from hearing what you say. Equivalent
of covering the mouthpiece when you speak.

• Ends whisper mode.

TUI command is 000

Emblaze-VCON IGC User Guide 5

1 Welcome to IGC 2000

Personalize
Member and
Team Num bers

Renumbers Team Numbers (TNs) and Member
Numbers (MNs) to make it easier for you to use the
Telephone User Interface (TUI).

TNs and MNs are both changed under Admin Menu >
Update My Teams > Personalize My Team (see

“Personalizing TNs and MNs” on page 97).

No TUI command

Secured cross­media Instant
Messaging

Volume Con trol Increases the volume for the Member selected until level

WebShare Enables you to display an application on your computer

WebEx Opens a WebEx meeting directly from the Call Manager,

Whisper to
Many

Whisper to One Only the person you “whisper” to can hear you.

Wireless
Reconnect

Sends an Instant Message to the member selected. If the
team member is logged into the Call Manager, the
message is sent as text, otherwise IGC uses voice to
transmit the message to the member selected.

No TUI command

5 is reached. From level 5 it returns the volume to level 0.
TUI command is <member number>4

to all members of the group via their browsers.
No TUI command

thus allowing members of a team call to share a
document or application with full WebEx functionality.
This option is requires a WebEx license.

No TUI command.
This is the same as whispering to one, only you select

more than one person to whisper to.
No TUI command

TUI command is <member number>0
IGC can automatically dial-back to a cell phone when the

connection is lost, as is often the case when entering a
tunnel. This option can be added or removed in Admin
Menu > Update Personal Profile (see

your Personal Profile” on page 83

Admin Menu > User Directory Options > Update
User (see “Editing a User (Personal-User)” on

page 91

No TUI command
Disconnect command is ****

) for Personal-Users.

“Updating

) for Users , and in

6 Emblaze-VCON IGC User Guide

1 Welcome to IGC 2000

External Calls

The following syntax is used to dial external calls:
#<telephone number>##
For example: dial #1234567890## to call [phone].

Include
External
Participant

Team
Consultation

Personal
Consultation

Private Call Team call members are unaware of the external call and

Disconnect
External
Participant

External Mode
Assistance

Adds the consultant to the team call. The consultant can
participate in the conversation, but does not have Call
Manager functionality. This ties up the member’s
external call capabilities and the member who initiated
the external call can disconnect the consultant at any
time.

**1

Members of the team call can hear the external call, but
the “consultant” can only hear the member who initiated
the call.

**2

The consultant can hear what is said in the team call and
speak with the member who initiated the call, but cannot
participate in the team call. Other members of the team
call are unaware of the consultation.

TUI command is **3

the “consultant” is unaware of the team call. The person
who makes the external call continues to hear the team
call in the background.

TUI command is **4
TUI command is ##

First menu lists TUI star (**) commands. Includes option
to get other TUI commands.

TUI command is **

Emblaze-VCON IGC User Guide 7

1 Welcome to IGC 2000

1.2 Broadcast Calls

Broadcast calls are moderator controlled and can only be scheduled by the
Broadcast Administrator. The Moderator is always the first pers on to join a
broadcast call; IGC will not allow Speakers and Listeners to join until th e Modera tor
is on the line.

T See “Broadcast Calls” on page 103.

Types of Broadcast Call Users

There are four types of users, all of which ca n only be defined by the System
Administrator.

Moderator Modera tors maintai n full contro l over the bro adcast call,

and must be present for a broadcast call to take place.
Only one person can be defined as the moderator for a
broadcast team, and no one else can dial-in to the
broadcast call before the moderator has joined using the
proper PIN.

Once logged into the Call Manager, the moderator
controls what a Listener can and cannot do. The options
are:

T Listen Only - This is the default. The Silence User

command returns the Listener to this state after
being allowed to speak.

T Cancel Request - Cancels a Listener’s request to

speak.

T Speak - The listener is allowed to speak to the

group.

Speaker Speakers join calls and log into the Call Manager using

their individual PINs. Once logged in, they have access to
all Call Manager facilities available to Users in business
team calls.

8 Emblaze-VCON IGC User Guide

1 Welcome to IGC 2000

Listener Listeners dial-in directly to the broadcast call, but can

neither speak nor log into the Call Manager. Listeners
can request permission to speak by pressing the star (*)
key on the telephone, to .

The Moderator can permit the Listener to speak. The
Moderator can also place the Listener on hold, thus
preventing the Listener from hearing the broadcast call.
During this time, the moderator can hold a “sidebar”
conversation with the Listener to determine how to
handle the Listener’s request. The Moderator can also
place the Listener on hold at any time.

Listener-On­Hold

Listeners-On-Hold are similar to Listeners, but do not
dial-in directly to the broadcast call. Instead, they are
placed on hold until the Moderator decides to connect
them to the broadcast call as Listeners. In many cases,
the Moderator may want to sidebar to a Listener-On­Hold before deciding whether to connect the Listener to
the broadcast call.

Individually Controlled Broadcast Call Features

Volume Con trol Increases the volume for the Member selected until level

5 is reached. From level 5 it returns the volume to level 0.
TUI command is <member number>4

Sidebar Private conversation that a Moderator initiates with a

Listener.
No TUI command

Emblaze-VCON IGC User Guide 9

1 Welcome to IGC 2000

1.3 Other Features

Pronunciation Control and the Listen Button

IGC uses a standard phonetic system to pronounce names. The Listen button allows
you to hear that pronunciation and add a “N ickname” that is pronounced but not
displayed. For Team names, which do not contain a Nickname field, it is
recommended that you enter a phonetic spelling, such as “co-laa-bo-rey-shyn”
rather than “collaborati on”.

Name Tags

IGC identifies each participant in a team call. The Call Manager lets you know who is
in the team call and who is speaking even if you don’t recognize the voice. If you
don’t know all of the participants, these “name tags” help you identify them.

Microsoft Outlook Plug In

You can download a plug in from for Microsoft Outlook that enables you to make
Meet-Me calls directly from Outlook. Once installed, you can initiate a Meet-Me call
to any of your Outlook Contacts just by clicking the IGC call icon in Outlook.

T See “IGC Agent for Microsoft Outlook” on page 113.

10 Emblaze-VCON IGC User Guide

2GETTING STARTED

Before you can use IGC, you need to make sure that ActiveX controls are enabled in
your browser. After this you can log in and initiate team calls.

T Enabling ActiveX Controls
T Logging In
T Initiating a Call
T Initiating a Call to a Team

2.1 Enabling ActiveX Controls

The Call Manager uses ActiveX controls for some of its functionality.

³ To enable ActiveX controls

1 Open Internet Explorer and select Tools > Internet Options ... >

Security.

2 Scroll down to ActiveX controls and plug-ins > Script Active X

controls marked safe for scripting and select Enable.

Enable ActiveX Controls

3 Click OK.

Emblaze-VCON IGC User Guide 11

2 Getting Started

2.2 Logging In

³ To log in

1 Open your browser to the URL given to you by the IGC administrator in

your company, such as

2 Click the orange Customer Login square.

3 Type your account number and PIN. You should have received these from

your network administrator.

4 The Administration menu opens.

https://conf.mycompany.com.

Login

Administration Menu

IGC User automatically logs out after 20 minutes of inactivity.

12 Emblaze-VCON IGC User Guide

2.3 Initiating a Call

The simplest task in IGC is to initiate a dial-out call.

³ To initiate a call to yourself

1 Click Initiate a Call.

Initiate a Call

2 Select a team.

2 Getting Started

Select Team to Call

Emblaze-VCON IGC User Guide 13

2 Getting Started

This opens the Call Manager with members of the team listed. All names
are in grey because they are not yet connected to the call.

Call Manager

If ActiveX controls are not enabled in your browser, you will receive an error
message.

14 Emblaze-VCON IGC User Guide

2 Getting Started

3 Select Myself.

Select “Myself”

4 Click the black telephone icon. This initiates a call to the phone number(s)

that your network administrator defined for you.
You can change these later in the Update Personal Profile page. The

check box flashes when the call is being placed. Once the connection is
made and you join the team call, the check box is filled and your name
turns from gray to black. The check box turns red when you speak.

Select Team Members to Call

5 When you answer the phone, follow the instructions you receive over the

phone. To join the call, you may be asked to dial your account number and
later your PIN, or you may be asked to dial your PIN directly.

Pay attention and watch how Myself changes color from grey to black.

6 Speak into the phone. Watch as the box to the left of Myself turns red to

indicate that you are speaking.

7 Don’t hang up or disconnect the call yet; while still on the line, let’s dial an

external call.

Emblaze-VCON IGC User Guide 15

2 Getting Started

Use the Dial Pad

The dial pad allows you to make an external call that takes place at the same time.
This is useful when you want to consult with someone while a team call is taking
place. Obviously it is not intended for conversations with yourself, but it is worth
trying just to familiarize yourself with this feature.

³ To use t h e dial pad

1 From within an existing call, click Dial Pad.

Click “Dial Pad”

2 Dial someone else from your computer keyboard.

16 Emblaze-VCON IGC User Guide

2 Getting Started

3 Click the telephone icon to initiate the external call.

Initiate External Call

4 The external call is clearly labeled at the bottom of the Call Manager.

External Call is Labeled

Emblaze-VCON IGC User Guide 17

2 Getting Started

5 Disconnect the external call by selecting it and clicking the red telephone

icon.

Disconnect External Call

6 Click Yes to confirm.

Confirm Disconnect

18 Emblaze-VCON IGC User Guide