Breaking News DMA Version 6.0.2

Transcription

1 August 2013 Level 2 Breaking News DMA Version Software Release Date: July 18, 2013

2 Disclaimer 2013 Polycom, Inc. All rights reserved. Polycom, Inc America Center Dr San Jose, CA USA 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. Page 2 of 12

3 Contents Module Overview...4 Lab Exercise / Demonstration Scenario... 4 Polycom DMA System Version DMA-controlled IVR services for VEQs... 5 Configuring DMA-controlled VEQs... 7 To create the new VEQ on the DMA navigate to Admin > Conference Manager > Shared Number Dialing and take the action to Add Virtual Entry Queue. The primary fields for completion include:...8 Lab Exercise / Demonstration: DMA-controlled IVR Services for VEQ...9 Speed Dial Formats Support for custom prompt sets in DMA-controlled VEQs Support for operator assistance in DMA-controlled VEQs Upgrade Notes Page 3 of 12

4 Module Overview This module provides an overview of the Polycom DMA 7000 version release which provided greatly enhanced IVR functionality. Intended Audience This course is intended for students that are familiar with existing Polycom solutions and now want to learn about the DMA 7000 version release. Prerequisites Students should have attended RealPresence Implementation, Configuration and Troubleshooting (Level 2) training or have equivalent experience with Polycom video and infrastructure products. Product Release Date Polycom DMA 7000 version was made generally available on July 18, Lab Exercise / Demonstration A complete lab exercise on creating a DMA-controlled VEQ is provided with this training. Detailed instructions are provided for students that have access to the necessary Polycom equipment and a recorded demonstration is also provided. Page 4 of 12

5 Polycom DMA System Version The Polycom DMA system version is the first generally available version 6.0 release and includes the following new features that are focused on enhanced Virtual Entry Queue (VEQ) functionality: DMA-controlled IVR services for VEQs Support for custom prompt sets in DMA-controlled VEQs Support for operator assistance in DMA-controlled VEQs DMA-controlled IVR services for VEQs The DMA system provides functionality to handle SIP calls to certain shared numbers or virtual entry queues (VEQ) by routing these calls to an appropriate Polycom RMX entry queue. This version of the Polycom DMA system supports a new type of virtual entry queue on supporting Polycom RealPresence Collaboration Server and RMX MCUs (v8.1 or newer). The DMA system controls the new VEQs via API commands to the MCU hosting the VEQ call. It is important to note that this is an alternative Virtual Entry Queue functionality, not a replacement. The DMA now supports two types of entry queues for providing callers with interactive voice response (IVR) services: MCU-controlled entry queues the prompts, slides and call flow providing the IVR experience reside on the MCU DMA-controlled entry queues the prompts, slides and call flow providing the IVR service reside on the DMA system (this type of entry queue is referred to as External IVR control entry queues on supporting MCUs because the IVR control is external to the MCU) In the new DMA-controlled entry queue, the prompts, slides, and call flow providing the IVR experience for a DMA-controlled VEQ reside on the DMA system. The DMA system validates the VMR number entered by the caller. If necessary, it re-prompts the caller a configurable number of times. If the caller fails to enter a valid number or requests an operator, the DMA system routes the call to the configured SIP URI for operator assistance (see operator assistance feature described below). Page 5 of 12

6 The DMA will control the call flow while the MCU will play media and collect DTMF. As shown in the diagram below, the DMA uses Media Control Channel Framework (MCCF), which is a standards-based API for controlling media servers. SIP SIP RMX A VEQ Services MCCF API SIP DMA IVR Prompts, Slides, Call Flow RMX B VMR Services In the above example the SIP endpoint dials the DMA Virtual Entry Queue number and is directed to an Entry Queue on RMX A. Because this is a DMA Controlled IVR, the DMA sends the IVR prompts and slides to the RMX to prompt the caller for their VMR number. The SIP endpoint is then placed into their conference, which is being serviced by RMX B. The IVR Services for this conference are handled entirely by RMX B. This feature requires a new Entry Queue Mode on the RMX called External IVR Control, as shown in the Entry Queue properties window below. This entry queue mode is supported in RMX version or higher and lets the RMX know that an external entity (in this case, the DMA) will be handling the IVR services. Page 6 of 12

7 Configuring DMA-controlled VEQs The Virtual Entry Queue feature on the DMA is available to SIP endpoints only, so it is important to ensure SIP signaling is enabled on the DMA. This can be done by navigating to Admin > Local Cluster > Signaling Settings and ensuring the Enable SIP signaling box is checked as shown below. The next step is to create an entry queue on the RMX (version or higher) with an Entry Queue Mode of External IVR Control, as shown in the Entry Queue properties below. Page 7 of 12

8 To create the new VEQ on the DMA navigate to Admin > Conference Manager > Shared Number Dialing and take the action to Add Virtual Entry Queue. The primary fields for completion include: Virtual entry queue number the digits SIP endpoints will dial to enter the VEQ Description description of the VEQ RMX entry queue the RMX entry queue with External IVR Control IVR prompt set the IVR prompt set loaded on the DMA Once the VEQ is created, SIP endpoints can dial directly into the VEQ and the DMA will place the call into the entry queue specified above on an available RMX. The DMA will proceed to control the IVR process and content. Once a valid VMR number has been received, the DMA will transfer the call into the appropriate MCU conference. This conference may be on the same RMX or an entirely different MCU. Page 8 of 12

9 Lab Exercise / Demonstration: DMA-controlled IVR Services for VEQ View the Lab Exercise 1 video from the course registration page to see a demonstration of the following lab exercise or use your own equipment to complete the lab exercise. When finished with lab exercise / demonstration return to this point in the courseware. Exercise Summary (10 Minutes) Objectives During this lab exercise you will need access to a DMA 7000 system with version or better and an RMX with version or better. Objectives include: Create a new entry queue on the RMX using the mode External IVR Entry Queue Ensure SIP signaling is enabled on the DMA Call Server Configure a new VEQ using DMA Controlled IVR What You Will Learn After completing the exercises you will be able to: Navigate the web interface of the Group Series endpoint Check for Software Updates Modify the Automatic Software Updates settings from the web interface Detailed Lab Steps Create Entry Queue on RMX 1. Access a Polycom RMX running version or better using the RMX Manager application and login with an administrative user ID. 2. Navigate to RMX Management > Rarely Used > Entry Queues 3. Click the icon to create a new Entry Queue with the following configuration: Display Name: DMA Controlled IVR Routing Name: DMAControlled ID: 9876 Entry Queue Mode: External IVR Control Click OK to save the new Entry Queue Enable SIP Signaling on DMA 4. Access a Polycom DMA running version or better and login with an administrative user ID 5. Navigate to Admin > Local Cluster > Signaling Settings and ensure the box is Page 9 of 12

10 checked to Enable SIP signaling. If changes were made, click Update Configure New VEQ on DMA 6. Navigate to Admin > Conference Manager > Shared Number Dialing 7. Take the Action to Add Virtual Entry Queue with the following configuration: Virtual entry queue number: 4321 Description: DMA Controlled VEQ Response entry attempts: 3 RMX entry queue: DMA Controlled IVR IVR prompt set: defaultpromptset Click OK to save the new VEQ End of practical exercise Check it out! Verification Steps 1. Open the RealPresence Desktop application and change the call type to SIP 2. Enter the dial string for the DMA VEQ: When prompted, enter a valid VMR number using the DTMF keypad 4. When complete, hang up the call. Page 10 of 12

11 Speed Dial Formats For DMA-controlled VEQ numbers, the DMA system recognizes two speed dial SIP dial string formats: <veq number>*<vmr number> The system validates the VMR number. If it s valid, the caller bypasses the prompt for the destination conference. If the VMR has a conference passcode (PIN), chairperson passcode, or both, the system prompts for and validates the passcode. <veq number>*<vmr number>*<passcode> The system validates the VMR number, and if it s valid, the passcode. If both are valid, the caller bypasses both prompts and is placed directly into conference. For example, to use the speed dial for VMR 5158 with the 4321 VEQ, the endpoint could simply dial 4321*5158 as shown at right. Since the VMR number is specified in the dial string the DMA will place the caller directly into the VMR, bypassing the RMX entry queue entirely. Support for custom prompt sets in DMA-controlled VEQs Multiple prompt sets can be installed in this version of the DMA system with one assigned to each DMA-controlled VEQ. Each prompt set contains a set of audio prompts and video slides. The IVR experience can be customized in terms of language or branding associated with the initial call flow by installing custom prompt sets and creating DMA-controlled VEQs that use these prompt sets. A prompt set is an archive (.zip) file containing a manifest file describing the prompt set and a collection of.wav and.jpg files with the individual audio prompts and video slides. If a prompt file is missing from an uploaded prompt set, the RMX will use the factory prompt instead. Prompt sets can be added and managed on the IVR Prompt Sets page. Page 11 of 12

12 Support for operator assistance in DMA-controlled VEQs In DMA-controlled VEQs, operator assistance settings specify the SIP URI to which a call should be routed for operator assistance (help desk) and the configuration options governing when a call is routed to that URI. A call in the VEQ s IVR call flow is redirected to the specified operator or help desk URI when: No IVR resources are available. The caller failed to enter the correct conference ID or passcode a configurable number of times. The caller failed to respond to a prompt for a configurable number of seconds. The caller entered a configurable DTMF command to request operator assistance. Each DMA-controlled VEQ has its own operator assistance settings for: The SIP URI to which to route the call for operator (help desk) assistance. The DTMF command for requesting an operator. The length of time after requesting an operator that a caller is given to cancel that request. See the online help for the Add Virtual Entry Queue or Edit Virtual Entry Queue dialog box for more information about these and other VEQ settings. Upgrade Notes Due to the change to the CentOS v6.4 operating system, it s not possible to directly upgrade to DMA version from earlier versions. A fresh installation from disk is required. To prevent data loss, version supports migrating backed-up configuration data from a version 5.x system to version Note: Transaction (audit/history) data can be restored only from a full version backup. For backups from any other 5.x version, only configuration data can be restored. Page 12 of 12