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Chapter 17-IVR Services
Polycom, Inc. 17-21
28 Click the Operator Assistance tab.
The Operator Assistance dialog box opens.
29 Select Enable Operator Assistance to enable operator assistance when the participant
requires or requests help during the connection process to the conference or during the
conference.
30 In the Operator Assistance Indication Message field, select the audio message to be played
when the participant requests or is waiting for the operator’s assistance.
31 Click OK to complete the IVR Service definition.
The new Conference IVR Service is added to the IVR Services list.
Entry Queue IVR Service
An Entry Queue (EQ) is a routing lobby for conferences. Participants are routed to the
appropriate conference according to the conference ID they enter.
An Entry Queue IVR Service must be assigned to the Entry Queue to enable the voice
prompts and video slide guiding the participants through the connection process.
An Entry Queue IVR Service is a subset of an IVR Service. You can create different Entry
Queue Services for different languages and personalized voice messages.
The RMX is shipped with a default Entry Queue IVR Service and all its audio messages and
video slide. You can define new Entry Queue IVR Services or modify the default Entry
Queue IVR Service.
Defining a New Entry Queue IVR Service
To set up a new Entry Queue IVR Service:
1 In the RMX Management pane, click IVR Services ().
2 In the IVR Services list, click the New Entry Queue IVR Service (
) button.
If the audio file was not uploaded prior to the definition of the IVR Service or if you want to add new
audio files, click Add Message File to upload the appropriate audio file to the RMX.