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Breaking News
DMA Version 6.0.2
Software Release Date: July 18, 2013
Breaking News: DMA 6.0.2
Disclaimer
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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
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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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Breaking News: DMA 6.0.2
Contents
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Breaking News: DMA 6.0.2
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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Breaking News: DMA 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
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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Breaking News: DMA 6.0.2
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
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 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.
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Breaking News: DMA 6.0.2
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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Breaking News: DMA 6.0.2
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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Breaking News: DMA 6.0.2
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.
3. Click the icon to create a new Entry Queue with the following configuration:
5. Navigate to Admin > Local Cluster > Signaling Settings and ensure the box is
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Breaking News: DMA 6.0.2
7. Take the Action to Add Virtual Entry Queue with the following configuration:
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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Breaking News: DMA 6.0.2
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.
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Breaking News: DMA 6.0.2
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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