Polycom ReadiVoice User manual

ReadiVoice

®

Windows Operator Guide

ReadiVoice Windows Operator Guide

ii Proprietary & Confidential

Trademark Information

Polycom®, the Polycom logo design, ReadiVoice®, InnoVox®, and the Voyant logo are registered

trademarks of Polycom, Inc. Voyant Technologies

TM

is a trademark of Polycom, Inc. All other trademarks

are the property of their respective owners.

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. 3725-70019-009C

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.

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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.

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Contents

About this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii

Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

1 Getting Started with the ReadiVoice Windows Operator

Overview of Windows Operator Application . . . . . . . . . . . . . . . . . . . . . . . . . 1

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Installing the Windows Operator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Setting Up Server Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Changing the Windows Operator’s Primary Host . . . . . . . . . . . . . . . . . . . . 7

2 Operator Tasks

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Starting the Operator and Connecting to Servers . . . . . . . . . . . . . . . . . . . . 10

Working With Bridges and Voice Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Checking Bridge Status and Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Ignoring a Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Your Operator Voice Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Answering Operator Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Viewing Conferences Without a Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Joining a Conference Without a Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Speaking Privately with a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Placing a Participant on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Dialing a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Disconnecting a Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Muting Participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Muting One Participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Muting All Participants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Making a Conference Listen Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Troubleshooting Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

ReadiVoice Windows Operator Guide

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3 Windows Operator Interface

Parts of the Operator Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Menu and Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Navigation Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Main Pane of Operator Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Requests List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Bridge List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Conferences List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Conference Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Conference Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Participant List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Conference Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Operator Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Figures

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Figures

Figure 1-1 The ReadiVoice Operator window before setting up a server connection

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Figure 1-2 Adding a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Figure 1-3 Adding a server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Figure 1-4 Connection to server established and bridge status displayed . . . . . . . 6

Figure 2-1 Bridge list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Figure 2-2 Establishing an operator voice path to a bridge . . . . . . . . . . . . . . . . . . 13

Figure 2-3 An operator request alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Figure 2-4 Conference Details view of conference . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Figure 2-5 Dialing out to add a participant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Figure 3-1 ReadiVoice Operator window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Figure 3-2 List of operator requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Figure 3-3 List of bridges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Figure 3-4 List of subscriber groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Figure 3-5 List of all conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Figure 3-6 Conference Details view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

ReadiVoice Windows Operator Guide

vi Proprietary & Confidential

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About this Manual

This introduction provides a brief overview of the ReadiVoice Windows

Operator Guide, describes the conventions used in this manual, and explains

how to get additional information or support.

Purpose

This manual introduces you to the ReadiVoice Operator application for

Windows, which we refer to simply as the Windows Operator.

This manual includes:

• Chapter 1 provides an overview of the ReadiVoice Windows Operator

and describes getting started with the Windows Operator, including how

to install it on your PC and connect to multiple ReadiVoice systems (CACS

servers).

• Chapter 2 provides step-by-step procedures for performing operator

tasks.

• Chapter 3 describes the parts of the Windows Operator user interface.

As an operator, you should also familiarize yourself with the ReadiVoice

Subscriber Guide and ReadiVoice Provisioning Guide.

ReadiVoice Windows Operator Guide

viii Proprietary & Confidential

Document Conventions

This document uses the following typographical conventions.

Typeface Usage

bold Names of fields, screens, windows, dialog boxes,

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.

italics

New terms, book titles, or emphasis; for example:

According to the

VERITAS Cluster Server User

Guide

, crash tolerant applications are sometimes

referred to as

cluster friendly

applications.

code

Computer output, command references within text,

and filenames; for example:

Performs the initial configuration and reads the

.vcsrc

file

code, bold

Command line entries, for example:

>>

Type

cp ../default_group.ini

group.ini

.

code, bold & italics

Command line variables, for example:

>>

Type

cp ../default_group.ini

groupnn.ini

replacing

nn

with the

subscriber group number.

SMALL CAPS Specific keys on the keyboard, for example:

>>

Move the cursor by pressing TAB or

SHIFT+TAB.

About this Manual

Proprietary & Confidential ix

Customer Support

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 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

• Polycom Global Services in U.S.A

800-827-7782

• Denver metro or outside U.S.A.

303-223-5223

• Email: techsupport@polycom.com

ReadiVoice Windows Operator Guide

x Proprietary & Confidential

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1

Getting Started with the ReadiVoice

Windows Operator

This chapter provides a brief overview of the ReadiVoice Windows Operator

application and describes:

• System requirements for the Windows Operator.

• Installing the Windows Operator on an operator station.

• Connecting to one or more ReadiVoice systems.

• Changing its primary ReadiVoice server (from which it installs and

updates itself).

Ask your system administrator if the Windows Operator has already been

installed on your operator station or if you need to install it.

If you need to install it, and there are multiple ReadiVoice systems, ask your

system administrator for the IP address or host name of the ReadiVoice server

(CACS) from which you should install.

Overview of Windows Operator Application

The ReadiVoice Windows Operator application is a Windows program that

runs in Microsoft Windows 2000 or Windows XP.

Unlike the Java Operator, the Windows Operator application can connect to

three ReadiVoice servers so that you can perform operator tasks for multiple

ReadiVoice systems. In addition, since it’s a native Windows program, it offers

enhanced performance.

ReadiVoice Windows Operator Guide

2 Proprietary & Confidential

System Requirements

The Windows Operator application requires a PC with:

• A 2 GHz or better processor, 512 MB RAM (1 GB recommended), and at

least 100 MB free disk space.

• Windows 2000 or Windows XP operating system.

• Internet Explorer 5.5 or later (needed only for installation and for

accessing the ReadiVoice Provisioning interface).

• Network connectivity to the ReadiVoice server (CACS) from which to get

the application.

• Network connectivity to the other ReadiVoice servers, if the operator

station will monitor multiple ReadiVoice systems.

Installing the Windows Operator

To install the Windows Operator application on your PC:

1 Point your browser to the ReadiVoice internal user home page on the

ReadiVoice server (CACS) from which to get the application (for instance,

if the server’s IP address is 192.168.10.10, point your browser to

http://192.168.10.10/index2.html).

The ReadiVoice internal user home page appears, with the navigation

menu on the right.

2 Under User Interfaces, click the Windows Operator link.

A dialog box asks you want you want to do with the file

WinOp.exe

.

3 Select Run this program from its current location and click OK. If a

security dialog prompts you to confirm, do so.

The Windows Operator install wizard begins. It asks you to select the

primary system.

4 Enter the IP address or host name of the ReadiVoice CACS from which

your system administrator told you to install, which should be the one

you accessed in step 1.

The install wizard asks you to select an installation folder (the default is

C:\Program Files\Polycom ReadiVoice\WinOp.Installer\

) and

mode.

5 Leave the default folder or click Browse to select another one. Click

Everyone to make the Windows Operator available to all users of this

computer. Then, click Next, and click Next again to confirm.

The install wizard installs Microsoft .NET Framework, if not already

present, and a minimal, or thin, Windows Operator client. It configures the

client to use the server from which you installed it as its primary host.

Getting Started with the ReadiVoice Windows Operator

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Each time you run the Windows Operator, the thin client connects to the

primary host and retrieves the other files it needs. So, if the primary host has a

newer version of the application, you’ll automatically get it.

Setting Up Server Connections

After installing the Windows Operator, you must set up the connections to the

ReadiVoice system or systems that you’ll be monitoring from it.

In order to connect the Windows Operator to a ReadiVoice system, you must

know the server’s IP address (or host name) and your operator login name and

password. If necessary, ask your system administrator.

To set up server connections to one or more ReadiVoice system(s):

1 On your desktop, double-click the ReadiVoice Operator icon.

The ReadiVoice Operator window appears. If you just installed it, the

window looks like Figure 1-1. In the navigation tree on the left, the Servers

node (folder icon) is highlighted, and there are no servers listed below it.

You can add a server directly to the Servers node, and that’s fine if you’re

connecting to a single ReadiVoice system. But, if you’re going to connect

to multiple ReadiVoice systems using the same operator login name, it’s

easier if you create a server group first and then add the servers to the new

group. The server connections in a group can inherit the login name,

password, and phone number from the group.

2 To create a server group, click the Add a New Group button near the left

end of the toolbar.

The New Group Properties dialog box appears (Figure 1-2).

3 Enter a name for the group, your operator login name, password, and the

telephone number that you want bridges to dial when establishing a voice

path (telephone connection) to you. Then click OK.

The new group appears beneath the Servers folder in the navigation tree

on the left. It’s selected (highlighted).

ReadiVoice Windows Operator Guide

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Figure 1-1 The ReadiVoice Operator window before setting up a server connection

Figure 1-2 Adding a server group

Getting Started with the ReadiVoice Windows Operator

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4 To add another server group, select Servers in the navigation tree and

repeat the preceding two steps.

If you’re not sure if or how to organize multiple connections, ask your

system administrator.

5 To add a server connection to a group, make sure that the group is

selected in the navigation tree, and then click the Add a New Server

button at the left end of the toolbar.

The New Server Properties dialog box appears (Figure 1-3).

6 Enter a name for this server connection, and then enter the server’s IP

address (or host name) in the Server Address box.

7 To use the login information from the group, click the check box. Then

click OK.

8 To specify different login information, enter your operator login name,

password, and the telephone number that you want the bridge to dial

when establishing a voice path (phone connection) to you. Then click OK.

The new server appears beneath its group folder in the navigation tree on

the left. A message on the right prompts you to activate it.

9 To add another server connection, select the group to which you want to

add it and repeat the preceding four steps.

10 To test a server connection, select the server in the navigation tree and

click anywhere in the pane on the right (or click the Connect to Server

button on the toolbar).

The Windows Operator attempts to connect to the server and log you in.

This may take a few seconds. If it succeeds, the bridge status information

for the server’s ReadiVoice system appears on the right (Figure 1-4).

If all your server connections work, the Windows Operator is ready to use. See

Chapter 2, “Operator Tasks,” for step-by-step procedures. See Chapter 3,

“Windows Operator Interface,” for descriptions of the ReadiVoice Operator

window’s components and views.

If the Windows Operator fails to connect to a server, your login name may

already be logged into that server (make sure you aren’t logged into its Java

Operator). Or there could be a problem with the specific server, your PC, or the

network. Contact your system administrator.

ReadiVoice Windows Operator Guide

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Figure 1-3 Adding a server

Figure 1-4 Connection to server established and bridge status displayed

Getting Started with the ReadiVoice Windows Operator

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Changing the Windows Operator’s Primary Host

Each time you run the Windows Operator, it checks its primary host to see if

there is a newer version of the application. If your company has multiple

ReadiVoice systems, it may become necessary or desirable to change the

ReadiVoice server that’s the primary host for your Windows Operator.

To change the primary host:

1 Close the Windows Operator.

2 In Windows Explorer (or another file manager), navigate to the Windows

Operator installation folder. Typically, this is:

C:\Program Files\Polycom ReadiVoice\WinOp.Installer\

3 Find the

Operator.exe.config

file and open it in Notepad or another

text editor.

This is an XML file that defines a number of key-value pairs. The one you

need to change looks like this:

4 In the line defining the

WinOp.Client.PrimaryHost

key, change its

value (within the quotation marks) to the IP address or host name of the

server you want to use as the new primary host.

5 Save and close the file. Then, restart the Windows Operator.

The Windows Operator reads its modified configuration file, connects to

the new primary host, and checks for a newer version.

Caution!

Don’t change anything else in this file unless you’re explicitly instructed to do so by

your system administrator.

ReadiVoice Windows Operator Guide

8 Proprietary & Confidential

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2

Operator Tasks

This chapter presents the operator tasks you may need to perform in order to

help subscribers with their conferences.

Overview

ReadiVoice operator tasks include:

• Starting the application and connecting to servers

• Checking bridges and establishing a voice path to a bridge

• Answering an operator request

• Monitoring a conference without an operator request

• Joining and leaving a conference

• Speaking privately with a participant

• Putting a participant on hold

• Dialing a participant

• Disconnecting a participant

• Muting participants

• Making a conference listen-only

• Troubleshooting audio problems

The sections that follow describe how to perform these tasks.

ReadiVoice Windows Operator Guide

6 Proprietary & Confidential

Starting the Operator and Connecting to Servers

To set up server connections in the Windows Operator, see “Setting Up Server

Connections” on page 2. You must know the server IP address (or host name)

and your operator login name and password. If necessary, ask your system

administrator.

Some ReadiVoice systems have group operators. A group operator has access

only to conferences from a specific subscriber group or groups. If you log in as

a group operator, everything looks and works as described here, but the

conferences you see and the operator requests you receive are limited to those

from your subscriber group or groups.

To start the Windows Operator and connect to ReadiVoice systems:

1 On your desktop, double-click the ReadiVoice Operator icon.

The ReadiVoice Operator window appears (Figure 1-1 on page 4). This

may take a few seconds. The navigation tree on the left contains the server

groups and servers that have been set up.

2 To see the servers in a group, click the plus sign next to the group name.

3 To connect to a server, select it and click anywhere in the main

(right-hand) pane of the window (or click the Connect to Server button

on the toolbar).

The Windows Operator attempts to connect to the server and log you in.

This may take a few seconds.

If it fails, your login name may already be logged into that server (make

sure you aren’t logged into its Java Operator). Or there could be a network

or server problem; check with your system administrator.

If it succeeds, the bridge status information for the server’s ReadiVoice

system appears on the right (Figure 1-4 on page 6). In the navigation tree,

the server’s entry acquires several subentries for working with its

ReadiVoice system:

— Provisioning opens a browser window to the system’s Provisioning

page.

— All Conferences displays all the system’s conferences.

— Groups lists the system’s subscriber groups.

— Each bridge entry displays that bridge’s conferences.

4 To log out and close the connection to a server, select it and click the

Disconnect from Server button on the toolbar.

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