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Shared Number Dialing

The RealPresence DMA system can be configured to handle SIP calls to certain shared numbers (virtual entry queues) by routing them to an appropriate Polycom MCU entry queue. Depending on the MCU type and version, Polycom MCUs can have two kinds 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. Polycom MCUs refer to these as “IVR-only service provider” entry queues.

RealPresence DMA-controlled entry queues (referred to as “External IVR control entry queues” on supporting MCUs because the IVR control is external to the MCU) — The prompts, slides, and call flow providing the IVR experience reside on the RealPresence DMA system (see IVR Prompt Sets).

A virtual entry queue (VEQ) connected to either type of MCU entry queue enables you to publicize a shared number that can be used to reach multiple virtual meeting rooms (VMRs), local RealConnectTM conferences, or RealConnectTM conferences hosted on external Skype for Business systems. When a caller dials the shared number, the RealPresence DMA system routes the call to an MCU with the resources and capability to provide the IVR experience associated with the shared number.

The shared number dialing call flow works as follows:

1Callers dial a shared number to reach the Polycom RealPresence DMA system.

2The Polycom RealPresence DMA system recognizes the dialed number as a VEQ number and routes the call to a Polycom MCU configured to provide the IVR experience (MCU-controlled or RealPresence DMA-controlled) that’s associated with the VEQ number dialed.

 

Note: For RealPresence DMA-controlled VEQ numbers, the RealPresence DMA system recognizes two “speed dial” SIP dial string formats:

<veq number>**<conference ID> — The system validates the conference ID. 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>**<conference ID>**<passcode> — The system validates the conference ID, and if it’s valid, the passcode. If both are valid, the caller bypasses both prompts and is placed directly into conference.

3If this is an MCU-controlled entry queue:

aThe MCU uses its call flow, voice prompts, and video slides, prompting the caller for the conference ID of the destination conference and sending the response back to the Polycom RealPresence DMA system for validation.

bThe Polycom RealPresence DMA system validates the conference ID entered by the caller.

If the number is invalid, the RealPresence DMA system instructs the MCU to re-prompt the caller. The number of retries is configurable.

cIf the caller entered a valid conference ID, the RealPresence DMA system routes the call to the conference (selecting an appropriate MCU and starting the conference if necessary). Prompting for a passcode, if needed, is handled by the conference IVR service assigned to the conference template, if any, or the default conference IVR service.

4If this is a RealPresence DMA-controlled entry queue:

aThe Polycom RealPresence DMA system uses its call flow, voice prompts, and video slides, sending commands to the MCU to control the interaction with the caller (display slides, play prompts, collect tones, etc.).

bThe Polycom RealPresence DMA system validates the conference ID entered by the caller.

If the caller entered an invalid number, the RealPresence DMA system instructs the MCU to re-prompt the caller. The number of retries is configurable. If the caller fails to enter a valid number or enters the (configurable) operator request command, the RealPresence DMA system routes the call to the operator (help desk) SIP URI.

cIf the conference has a conference passcode (PIN), chairperson passcode, or both, the RealPresence DMA system instructs the MCU to prompt for and collect the passcode. The RealPresence DMA system validates the passcode entered by the caller.

If the caller entered an invalid passcode, the RealPresence DMA system instructs the MCU to re-prompt the caller. The number of retries is configurable. If the caller fails to enter a valid passcode or enters the (configurable) operator request command, the RealPresence DMA system routes the call to the operator (help desk) SIP URI.

dIf the caller entered a valid passcode, the RealPresence DMA system routes the call to the conference (selecting an appropriate MCU and starting the conference if necessary), assigning the caller the appropriate role (chairperson or participant).

The default dial plan contains a dial rule that routes calls whose dialed number is a VEQ dial-in number to the correct VEQ.

You can create up to 60 different VEQs to provide different IVR experiences (for instance, different language prompts or different greetings). You can designate one of the MCU-controlled VEQs as the Direct Dial VEQ, and the system will use it for calls dialed without a VEQ or conference ID. For instance, if a call’s dial string includes only the system’s domain name or IP address, the Polycom RealPresence DMA system uses the Direct Dial VEQ for it.

For MCU-controlled VEQs, to create a unique experience, you must create the corresponding entry queue on the Polycom MCUs to be used.

For RealPresence DMA-controlled VEQs, the MCU’s entry queue must be one of its “External IVR Entry Queues.” The prompt set for the VEQ must be installed on the RealPresence DMA system (see IVR Prompt Sets). Different “External IVR Entry Queues” can be created on the MCUs to provide different profiles (bit rate, resolution, etc.) for the pre-conference phase, but most of the entry queue experience (language, prompts, retries, and timers) is defined by the RealPresence DMA-controlled VEQ.

 

Note: The entry queues created for shared number dialing VEQs must have the IVR only service provider setting selected. See your Polycom MCU documentation.
When selecting an MCU to handle IVR for a VEQ, the Polycom RealPresence DMA system chooses from among those that have the entry queue specified for that VEQ, without regard to MCU pool orders.
Ensure that the entry queue is available on the MCUs to be used and that it’s the same on each MCU.

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