breaking news dma version 6.0 - polycomlearningcenter.polycom.com/plconline/courses... · breaking...

August 2013 | Level 2

Breaking News

DMA Version 6.0.2

Software Release Date: July 18, 2013

Breaking News: DMA 6.0.2

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Disclaimer © 2013 Polycom, Inc. All rights reserved.

Polycom, Inc. 6001 America Center Dr San Jose, CA 95002 USA

No part of this document may be reproduced or transmitted in any form or by any means,

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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.


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Contents

Module Overview ........................................................................................................................4

Lab Exercise / Demonstration Scenario .................................................................................. 4

Polycom DMA System Version 6.0.2 ........................................................................................5

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 ............................................................................................................... 11

Support for custom prompt sets in DMA-controlled VEQs .................................................... 11

Support for operator assistance in DMA-controlled VEQs .................................................... 12

Upgrade Notes ....................................................................................................................... 12


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Module Overview

This module provides an overview of the Polycom DMA 7000 version 6.0.2 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 6.0.2 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 6.0.2 was made generally available on July 18, 2013.

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.


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Polycom DMA System Version 6.0.2

The Polycom DMA system version 6.0.2 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).


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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. 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 8.1.7 or higher and lets the RMX know that an external entity (in this case, the DMA) will be handling the IVR services.

DMA

RMX A – VEQ Services

RMX B – VMR Services

SIP

SIP

MCCF API

SIP

IVR Prompts, Slides, Call Flow


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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 8.1.7 or higher) with an Entry Queue Mode of External IVR Control, as shown in the Entry Queue properties below.


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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.


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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 6.0.2 or

better and an RMX with version 8.1.7 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 8.1.7 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 6.0.2 or better and login with an

administrative user ID

5. Navigate to Admin > Local Cluster > Signaling Settings and ensure the box is


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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: 4321

3. When prompted, enter a valid VMR number using the DTMF keypad

4. When complete, hang up the call.


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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.


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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 6.0.2 from earlier versions. A fresh installation from disk is required. To prevent data loss, version 6.0.2 supports migrating backed-up configuration data from a version 5.x system to version 6.0.2. Note: Transaction (audit/history) data can be restored only from a full version 5.2.2.2 backup. For backups from any other 5.x version, only configuration data can be restored.

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