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Calling from Resource Manager - how do I control inbound vs outbound IVR prompt for participant pin?

Occasional Advisor

Calling from Resource Manager - how do I control inbound vs outbound IVR prompt for participant pin?

Hi everyone, in the RMX you can control IVR prompting for participant pin depending on the direction of the call. This was configurable in the RMX. 

 

Problem is, when you initiate a call from RM/DMA integration, the call is being received and perceived by RMX as DIAL IN as the DMA initiates the call even if it is DIAL OUT from RM GUI.

 

I tried using DMA IVR as well but unable to control this behavior where everyone is now getting prompted by a passcode, even ones I am dialing out to, this does NOT make sense and only dial in callers should be prompted for the obvious reasons...the participants may not be in the room at the time etc....

 

Does anyone know how to control IVR conf pin prompts for RealPresence launched calls? We only need them for true inbound calling. I am sure I am not the only one with this requirement?

Message 1 of 6
5 REPLIES 5
Occasional Advisor

Re: Calling from Resource Manager - how do I control inbound vs outbound IVR prompt for participant

I have a case with Polycom engineering at the moment and will update this thread if anyone is interested. Possible bug.

Message 2 of 6
Occasional Advisor

Re: Calling from Resource Manager - how do I control inbound vs outbound IVR prompt for participant

Hi all, according to Polycom this is the current behavior (confirmed) but they are working on changing the code on an upcoming release next year. Ill post updates for now, but im still searching for workarounds.

Message 3 of 6
Highlighted
Member

Re: Calling from Resource Manager - how do I control inbound vs outbound IVR prompt for participant

Hi projek7r,

 

Thanks for your sharing. Do you have any update on the current case? As our customer implemantation also having the same issue.

 

Best Regards,

 

YC

 

Message 4 of 6
Occasional Advisor

Re: Calling from Resource Manager - how do I control inbound vs outbound IVR prompt for participant

Hi, I do not have an update yet regarding the software release that should resolve this. I will update this when I find out or hopefully a Polycom representative watching this thread could help us with this info as well.

Message 5 of 6
Polycom Employee & Community Manager

Re: Calling from Resource Manager - how do I control inbound vs outbound IVR prompt for participant

Hello projek7r and all,

we are unable to discuss any upcoming software releases or the content of these in public due NDA requirements.

 

I am also not aware of the service ticket in questions to make any comments.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




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