RMX 2000 Administrator's Guide Version 7.6.1 - Polycom

Operator Assistance & Participant
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RMX users (operators) assistance to participants is available when:
• Participants have requested individual help (using *0 DTMF code) during the
conference.
• Participants have requested help for the conference (using 00 DTMF code) during the
conference.
• Participants have problems connecting to conferences, for example, when they enter the
wrong conference ID or password.
In addition, the RMX user (operator) can join the ongoing conference and assist all
conference participants.
Operator assistance is available only when an Operator conference is running on the MCU.
The Operator conference offers additional conference management capabilities to the RMX
users, enabling them to attend to participants with special requirements and acquire
participant details for billing and statistics. This service is designed usually for large
conferences that require the personal touch.
Operator assistance is available in MPM, MPM+ and MPMx Card Configuration Modes.
From Version 7.1, MPM media cards are not supported.
Operator Conferences
An Operator conference is a special conference that enables the RMX user acting as an operator
to assist participants without disturbing the ongoing conferences and without being heard
by other conference participants. The operator can move a participant from the Entry Queue
or ongoing conference to a private, one-on-one conversation in the Operator conference.
In attended mode, the RMX user (operator) can perform one of the following actions:
• Participants connected to the Entry Queue who fail to enter the correct destination ID or
conference password can be moved by the user to the Operator conference for
assistance.
• After a short conversation, the operator can move the participant from the Operator
conference to the appropriate destination conference (Home conference).
• The operator can connect participants belonging to the same destination conference to
their conference simultaneously by selecting the appropriate participants and moving
them to the Home conference (interactively or using the right-click menu).
• The operator can move one or several participants from an ongoing conference to the
Operator conference for a private conversation.
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