Cowork & Hub Management. July

Transcription

1 Cowork & Hub Management July

2 Contents Operating Medusa... 4 Getting Started with Medusa... 4 What Else Do I Need?... 5 Getting Support... 5 Common Procedures for Location Staff... 6 Site Infrastructure & Getting Connected... 7 Understanding your infrastructure... 8 Making WiFi Connections... 9 Making Wired Connections - Patching People and their Devices What are People? Add Member Manage all People Accounts Add Visitor or Meeting Plan & Manage Meetings Self Registration by Guests or Events Companies What are Companies? (c) Phoenix Broadband

3 Company Management Member Accounting Major Accounting Factors Informal Accounting Diagnostics and Issues System & Internet Tests Device Connection Issues Member Issues Appendices (c) Phoenix Broadband

4 Operating Medusa Getting Started with Medusa Your Medusa is controlled mainly via a web user interface which gives you control over all aspects of your infrastructure. Getting Access You will be provided with a URL for the interface that reads something like: You will see a login screen you can use either your address and password or your username and password for access. Other Access Methods Some limited functions are available via a web gadget and APP called IMAPP2. Please ask to be set up. Navigation There are 3 main sections: BUSINESS where use of the infrastructure is analysed and bills created; MANAGER where changes are made ENGINEER access to the OldUI and advanced functions. We format navigation of the tabs and subtabs like this: Manager Company Status Changes and the Commit button When you make a change you usually have to Commit the change. If you forget you will be reminded and if you change your mind you can cancel. If you refresh the screen before pressing Commit you will lose all changes. Who did what? All changes are recorded against the operator and can be seen in the Review tabs and elsewhere. Backups Your system is backup each night top our online servers. You have nothing to do. Help There is a Help tab at the top of major menus. Feedback If you have an idea or improvement to communicate, please use the FEEDBACK icon on the right. Remember to add you contact details. This is not support we will only contact you if we need clarification. Below these levels are tabs and sub-tabs. Work downwards in order.

5 What Else Do I Need? In order to run your location you need a few other things. Service Menu You need a list of services and charges, and assistance in configuring Medusa to deliver and record these. If you use Medusa s Companies resources then ether will be service plans to set up. Getting Support Your supplier is your first line of support. Please ensure you have their telephone and address handy. Other resources will be found in the Review tabs. Policies There are various formal and informal policies required. Formal policies include an Acceptable Use Policy governing customer use of the system and the Internet (we have samples available). Also you need T&Cs or Terms & Conditions for services. Online Booking Services, Portals and Management Software You will find that you need additional software and services to raise invoices or manage meeting rooms etc. Integration Medusa has an API and can integrate with 3 rd party software. Approved and Trained Staff with Authorities These people need accounts on Medusa on the system. If you wish to limit access to certain functions for some staff, then consult the RBAC facility - Roles & Users. 5 What Else Do I Need? (c) Phoenix Broadband

6 Common Procedures for Location Staff Members Awaiting content 1 Guests & Meetings 2 Companies 3 Customer Management and Accounting 4 Site Infrastructure & Getting Connected 5 Site Management 6 Diagnostics 7 6 Common Procedures for Location Staff (c) Phoenix Broadband

7 The Site Infrastructure Site Infrastructure & Getting Connected Medusa ShareMaker controls everything Routers connect to the Internet Switches create Company Networks under Medusa Control......and WiFi translates wired to wireless Everyone is in a room, however large A Company is a secured network of devices within one organisation Members, Meetings and Hub spaces are the People users and have a network for independent individuals. Access is by timed accounts and per device A utility network allows everyone to print, fax, and scan to shared multifunction devices Admin network is for staff and has special privileges. 7 Site Infrastructure & Getting Connected (c) Phoenix Broadband

8 Understanding your infrastructure The diagram below shows the principle components of your infrastructure. The job of the infrastructure is to connect customers devices to the Internet, shared resources, and, if in a company, to each other. Locate and identify your components You need to know where everything is and how it is accessed, managed, and if necessary switched on and off. Keep everyone secure Using the right connection, whether wired or WiFi, is essential for security. Two types of connection Users connect on either wired or wireless connections. Wired is faster and more reliable, but need a cable. WiFi connections are mobile but need more security and are more difficult to manage. Laptops are a special case they have both wired and WiFi connections and if used by members who want both connections active then you need to allocate 2 device accounts for 1 laptop. 8 Site Infrastructure & Getting Connected (c) Phoenix Broadband

9 Making WiFi Connections Who Uses WiFi? Normally all the individuals with People accounts have a WiFi network of their own. In addition, some companies may have their own WiFi network, which is called an SSID. Larger locations may use Medusa Roaming Accounts these are documented elsewhere. What WiFi networks do you have? If Medusa APs are in use, the networks available are documented on the old Medusa screens (under Engineering, go Patchless Admin, Administer WAP). The WiFi Connection Process User turns on their WiFi and seek out the available Networks (SSIDs). Connect to network required. Enter passphrase. Save network and select connect automatically. Issue this information for WiFi Connections Bands Let user know if there is a 5GHz SSID available and recommend they use it if they can detect it. Dual Band or Single Band? There are two bands available for public WiFI: 5GHz (new) and 2.4GHz (old). By preference, customers should use the 5GHz band as this gives 8x the available bandwidth of 2.4Ghz, and suffers less interference. Only recent technology uses the 5GHz band. Owners of older devices (e.g. iphone 4S and older) will only SSID Passphrase Connect Automatically Let the User known which network or networks they can use. If secured, the SSID will request a passphrase. If you don t know these, the table above has them (if the table is used). Unsecured networks do not ask for an SSID. User should select this if offered. 9 Site Infrastructure & Getting Connected (c) Phoenix Broadband

10 Making Wired Connections - Patching What is a Patch? This is a connection between a floor port in a room and a switch port, and then assigning the switch port to a company or a Members network. Are you Patchless? If your location is pre-patched then you don t need to follow these procedures as the work has already been done. Check and Patch Procedure All in the Manager section of Medusa: Resources, Wired, Room-View will tell you who occupies a room and which floor drops are assigned. You can add new drops within a room here, but if you do they will need Patching A Patchless site will already have cables in place so you just need to check the details. Has this been done before? Usually cables are in place and you have nothing to do. Follow the procedure below and only patch if you need a new wired connection. Company, Deployment, Assign Rooms is used only when you want add or remove a room from a company (ie when it moves, joins or leaves. 10 Site Infrastructure & Getting Connected (c) Phoenix Broadband

11 Company, Deployment, Patch Room is where you make patches happen linking new floor drops to spare switch ports. 1. Select the room and select the switch. 2. Select the drop in the room you want, and an available switch port 3. Click + MAKE PATCH Check in the table below Finally.. You must apply VLAN UPDATES Collect this information when patching Company or Member Room Floor ports to be connected Switch and Switch ports to patch to You need this to select the right network Record the name of the room. If you need to assign a new room see the Room Assign process Get the numbers, e.g. 22, 11/3 Switches are labeled Sw1-1, 1-2 etc Ports are numbered 1-11 Site Infrastructure & Getting Connected (c) Phoenix Broadband

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13 People and their Devices What are People? Individuals are called People and they are secure from everyone else in the property. These users can only access the Internet and common resources. Every individual registers a device or devices using device accounts that you generate. A device may be a laptop, phone, tablet or printer. An account, once registered to a device, cannot be moved to another device. Registration only occurs once. Accounts are only valid for a specified duration or a time period, after which the individual sees the registration screen again. The function of a device account is to track the individual s time and usage on the premises, limited by regards for personal privacy. In the Business section, admin users can see records of use for People, create bills, and drill down on behaviour. They can also see who is currently connected. People Types You can add different types of accounts Duration Accounts (eg 1 hour, 10 days etc.) Diary Accounts (eg 21-Jul to 23-Jul) Self-Registered Accounts People Accounts can be added by several mechanisms By the New UI interface Management>People>Create_Device_Accounts By the Old UI (Engineering) interface (Suite Management/Hotdesks) By the APPs and Gadgets By integration with 3 rd party software By the MultiGateway GUEST account People Accounts can be classified for accounting and control: Members Visitors Meetings Personal 13 People and their Devices (c) Phoenix Broadband

14 Add Member Members are individuals who have regular of permanent access to the workspace. Step Add Members 1 Gather information that you need 2 Go to Medusa Manager-People-Create_Devices, or use IMAPP for a quick entry Be sure to enter the Type of Account information Option If any device is wired, follow WIRED procedures 3 Issue information to customer Account information Wired & WiFi connection information T&Cs and contractual information 4 Do the accounting. Record the contact against the account information above so you can find it again What Information do I need? Identity Fullname, or use an address for more accuracy Create a simple Username and Password with no capitals and no spaces (using a-z and 0-9). Remember the customer has top type this. Type of Account Based on what has been sold enter Member or Personal Duration Note your choice will affect billing be consistent Set a duration in HOURS, DAYS or MONTHS Set a diary account from STARTDATE to ENDATE Devices & Bandwidth Decide how many and enter in copies Remember Laptops can have both wired and WiFi connections Standard bandwidth by default check for High Bandwidth Assignment If you wish to assign the account to an existing company on eth system, use this drop down box. 14 People and their Devices (c) Phoenix Broadband

15 Manage all People Accounts Because Member accounts expire, there are several management tasks to attend to. How do I do this? Finding your requested device There are several filters on the page to make display more manageable, e.g.: Medusa Manage - People CurrentDevices Is account Check the Status column. The Activated valid and in and Expiry columns give you the dates use? device is valid. See diagnostics for more info. Expired check box will display only expired accounts, ditto Unused or Revoked. Enter the start of username into Select users and hit return. Table will be shortened. Hit Clear to reset. Type of Account will restrict to members, Meetings etc. Stop device temporarily Delete device Change device registered to account Restart account from beginning Click the Revoke check box, then Commit Click the Delete check box for device and then Commit. Make sure you have the right device. Click Revalidate and then Commit. This is the same as making a fresh account AND removes the registration for the previous device. Click Restart an then Commit Sort Table Click on a header in the table to sort Devices Type If Medusa recognizes the device hardware it will put the name in this column. 15 People and their Devices (c) Phoenix Broadband

16 Add Visitor or Meeting Visitors and meeting guests are temporary users who may visit only once. They are treated and accounted for differently. Step Add Visitor or Meeting 1 Gather information that you need 2 Go to Medusa Manager-People-Create_Devices, or use IMAPP for a quick entry Be sure to enter the Type of Account information as VISITOR or MEETING Option If any device is wired, you can use any Member connection. Check also that Meetings rooms are allocated to Members. 3 Issue information to customer Account information Wired & WiFi connection information 4 Do the accounting. Record the contact against the account information above so you can find it again What Information do I need? Identity of Visitor Fullname, or use an address for more accuracy Create a simple Username and Password with no capitals and no spaces (using a-z and 0-9). Remember the customer has top type this. Type of Account Based on what has been sold enter: Visitor, Meeting Duration Set a duration in HOURS, DAYS or MONTHS Set a diary account from STARTDATE to ENDATE Devices & Bandwidth Decide how many and enter in copies Standard bandwidth by default check for High Bandwidth Assignment If you wish to assign the account to an existing company on eth system, use this drop down box. 16 People and their Devices (c) Phoenix Broadband

17 Plan & Manage Meetings There may be extra steps to consider when planning meetings for customers. What Information do I need? Planning for Meeting accounts Don t forget to estimate how many device accounts the meeting guests will need. Step Meeting Management Identity 1 Planning Ahead - Check the default arrangement is OK: Members shouldn t need to do anything For meeting Guests, issue Meeting accounts as you do for normal Guest procedures. OR You can use stock Guest accounts but be sure to manage them. OR If you have enabled Self-Registration then guests can set themselves up. You may not know the attendees you can ask and enter Meeting accounts by name, or you can just do Guest of XXX in the Full Name field. Traceability is important. Using Stock Accounts Some operators prefer to create a stock of Guest accounts (eg 20 accounts all called guest ), and recycle these. Using HouseKeeping If you use stock accounts a lot, there is a facility called Housekeeping that will tidy them up for you. 2 Tidy Up Medusa after Meeting Remember to delete guest accounts, or if using stock accounts, you can Revalidate them (see Manage Member). Wired connections in the Meeting Room Using Rooms Meeting rooms should be set up as a room on Medusa. Normally this is part of the Members network. There are rare times when the Meeting needs a network, that is, all the attendees devices can network together. To do this you move the meeting room on Medusa. Follow the Move Room procedure. 17 People and their Devices (c) Phoenix Broadband

18 Self Registration by Guests or Events If you have a lot of visitors, or have an event planned, then Self-Registration may reduce your workload. Step Self-Registration 1 Planning Ahead MultiGateway needs to be chosen as your Medusa s People gateway You can customize MultiGateway in various ways. See the MultiGateway procedure. What Information do I need? No Information is required in this case. Enabling MultiGateway You will need assistance from your support desk to change to MultiGateway. Read the Manual and see if this is for you. What the Guest Sees When accessing the Internet, the guest will see the left hand screen. When they select GUEST they see the right hand screen. They Click Connect and they are online. 2 Publicize Getting Connected information. 3 Track who is connected 4 Tidy Up Medusa after Meeting Remember to delete guest accounts. There are options with MultiGateway to set a fixed username so that it is easy for the Housekeeping function to delete any accounts created this way. 18 People and their Devices (c) Phoenix Broadband

19 Companies What are Companies? A company is a network of devices. It is also a unit for billing, administration and operation. That means all changes apply, in the main, to everyone in the company. The Company Network The main reason for a company is to create a network. Networks are secure from all other users in the location. A standard network can have 250 wired and wifi devices. Adding Devices Company users do not need a username. They can just plug in or connect to their own WiFi network if you have created one for them. Service Plans A Service Plan controls performance and usage. The plan can set the maximum bandwidth of the company or even guarantee the bandwidth. Likewise the plan allocates a volume quota which can be used for billing purposes. Benefits of being a company Own secure network Own IP range with DHCP Public IP options Service plan benefits Option of guaranteed bandwidth. Many advanced network options and diagnostics Company Security and Open Plan If a company is not in a lockable office, then other people can potentially access the company network. This might be a security threat for some companies, and must be considered. Customer and Special Networks The Members network (aka Hotdesk), and Utilities network are Special Networks. Click the appropriate radio button to view these. Companies share plans, so only need one or two shared plans for all companies, unless a company has a specific plan of their own. 19 Companies (c) Phoenix Broadband

20 Company Management This is a shortened Company Management section there is a full manual for this elsewhere. Details Use this to update the details of the company. Ignore passwords & usernames for now. You can view configuration reports. Deployment-Network View the switch and room drop information and see which wired connections are connected. This is a fairly advanced tab. Deployment-LAN The local IP settings for the company. Deployment-Public IP Status Archive is a special function that retires the company, archives log data, and releases resources. Assign and set rules for public IPs mapped to a company for their use. Deployment-Assign Room Under Status you can Deactivate Internet Access Check live bandwidth used by the company See traffic graphs of historical usage See which devices are connected History See Patching Deployment-Patch Room See Patching People and Devices Advanced use only View recent changes and administrators notes. Deployment-Service Plan View and change plan used to manage the performance of the company. 20 Companies (c) Phoenix Broadband

21 Member Accounting There are two types of accounting for members. One is informal, a check on their usage and presence, the other is formal in the form of a monthly account. Major Accounting Factors We need to account for various elements of a user account and the activity of the customer. Duration accounts have their own charge rate: Hour, Day, Month Presence measures the number of hours on location Converting a Membership plan to Formal Accounting The Business, People-billing section is where you set rates for formal monthly or period billing. Note that Presence (hours on site) and duration accounting are independent, and a calculation for each is made. Note: Volume data 1 GByte = 1000 MBytes Tasks Monthly Activity Billing Run People-Billing to calculate formal charges Type of account can have different rates (Visitor, Member, Meeting, Personal, Other) High Bandwidth can have a fixed or percentage premium on the standard account. We can also record time of day or day of week but there are no separate rates for these yet. Diary Accounts These are a special case, As they have the start and end times fixed, they do not have charge rates and so are measured by presence. Presence Accounting For presence accounting (time on site, or dates on site), it is best to select a nominated device (like a laptop) Hours of Use In Use? Volume check Check Presence hours on site Check for unused accounts in period Who are the heaviest users in period 21 Member Accounting (c) Phoenix Broadband

22 Informal Accounting Go to Business, People for informal checking. You can select the type of account to view. Check the summary for unused and expired accounts. Select Users You can select or filter by user name or part of their name. User Account Summary You can sort the table to find the user s device with most hours or highest data volume. Device Account Table You can filter down to view details on all devices and accounts Presence Table To see the times and dates of attendance select a user. Pay attention to the Device column and the MAC address (formatted like 00:ab:89:df:34:8f ). 22 Member Accounting (c) Phoenix Broadband

23 Diagnostics and Issues What are Diagnostics? Sometimes you need to ascertain if anything is wrong, and if so, where. A diagnostic is a test that you run to gain additional information. How are these run? Just follow the procedures below and note the results. Sometimes we will suggest the next course of action based on the results. If you can try these, then you will save some time. Escalation Everyone who accesses Medusa should have an escalation available to them. That will either be someone in your own organization with the training or skills to investigate, or it will be an external helpdesk. In all cases provide as much information as possible when escalating it will save other people time discovering facts that you already know. There are different types of results. It s important to understand what you have discovered: Something has stopped working or isn t working as it should; Something is working as configured but possibly the settings should be changed; Something is working as intended and the cause for concern is elsewhere; The problem may be intermittent and retests are necessary. 23 Diagnostics and Issues (c) Phoenix Broadband

24 System & Internet Tests When everything stops, what s wrong? If everything appears to have stopped, it is usually the Internet. However if you want to be sure there are some easy tests for Medusa which your helpdesk will find useful. Can you access the Medusa screens from your normal PC, or from IMAPP2 app on your phone? If so, then start checking the Internet. If not, then consider calling the helpdesk. 4. If you have multiple circuits you may see 2 or more entries on Medusa. In this case you may have some customers working and some not. Is the Internet working (at all)? 1. Quick test try accessing a website you know just in case it s a customer issue. Ask other customers. 2. If you know how to do a Ping Test, run that now (see elsewhere). 3. If you suspect an Internet circuit, on Medusa, go to Manager:Resources:Other:Circuits and see if the circuit lights are green under Enabled. If the router lights are green this means the router is responding as well. Possible Actions If you know the circuit is and ADSL or FTTC type, then you can try rebooting the router (Medusa may have already tried this for itself. Do not do this on leased lines. Find the router in the comms room and power it down, count to 10, then power it up. Watch it for 3 minutes or so and see which lights come back on. If the Internet still 24 Diagnostics and Issues (c) Phoenix Broadband

25 doesn t work, it is useful to let your helpdesk know what lights you saw. If there are no lights then check the power lead is still connected else the router is dead. It s unlikely but the cabling may have come loose. Trace the cables Otherwise escalate to support. Is the Internet Working Properly? 1. Status > Interface Monitor The easiest way to test this is from the Medusa Home page find the STATUS button at the bottom. This will show you the live traffic through Medusa for the Internet (WAN) circuits at the top and for individual companies below. Green is upload (sent to Internet), Red is download (received from Internet). You are looking to see if the circuit is reaching its maximum values ( maxed out ). Possible Actions If the Internet is slow but the Internet circuit is nowhere near its max then you might need to ask for help. If you suspect a company, look below. Who is currently using the Internet? 3. Use the live traffic under the STATUS button as above. Scroll down until you see active companies. Make sure you read the Vertical scale properly when comparing companies. How has the Internet behaved today? 4. Go to Business Connectivity Traffic-graphs. Be sure to click the grey buttons on the left to check each circuit in turn. The top graph is the last 36 hours and the horizontal scale is the time of day. 2. Speed Tests from web browsers There are online sites that can generate traffic and produce a figure for upload and download bandwidth. However, note two limitations. 1) These tests can only tell you the spare capacity left. 2) Service Plans on Medusa may limit individual or company performance. A gap, like above, indicate a break in use or the circuit was offline. 25 Diagnostics and Issues (c) Phoenix Broadband

26 Device Connection Issues Wired Connections Or Manager, Resources, Wired, Switch View There are two levels to check if a wired connection is live given below. However there are short cuts you may want to try. If device belongs to a People Member, go to Who is Online? below. If device belongs to a Company, go to Manager, Company (select company), Deployment, People& Devices and look for device or mac address there (assuming this is known). 1. Is there a physical connection (often called a Link Up )? This is most easily on the status bar of the computer itself (Windows), or indicated by lights on the connector where the Ethernet cable plugs into the laptop or computer. You can also see these by looking up the floor port or switch port on Medusa; either go: Manager, Company (select Company or Members), then Network 2. Has the device connected logically? Note do not do this if you know device is behind customer s own router or firewall. This requires an advanced test called IPCONFIG. On a windows device do START-RUN and then put CMD in the box. You will see a black screen. Type IPCONFIG and return, and the screen returns some information. Look for ETHERNET adapter and you should see some IP addresses (IP Addresses are 4 numbers separated by. as in If you type IPCONFIG / RELEASE and then IPCONFIG / RENEW. If this returns an answer within say 30 secs, then it is likely that the device is logically connected as well. 26 Diagnostics and Issues (c) Phoenix Broadband

27 Member Issues Who is Online? Go to Manager People Current-devices and sort table by clicking Currently Connected: 6. If no one is connected there might be a networking problem. If customer s device shows as not currently connected then you need to resolve a connection problem. When was Customer s device last online? Sometimes you want to check that the time and date of last connection. Go to Business Customer People and select the Period you need. Then find the User account in the search box. Click this to select. Green lights mean currently connected. Then find the Presence tab, and when the data updates, sort the DATE column to get the latest start date and duration. Device stops working. If a device has been working (as opposed to a device that has never been connected) then ask customer for their Username and the type of device that stopped working. Check who is online now using above procedure. 3. Check Expiry to see if account has expired. You can Restart in this row then press Commit at the bottom. 4. Check that a colleague hasn t revoked the account. 5. Check the account and device still exists and hasn t been deleted 27 Diagnostics and Issues (c) Phoenix Broadband

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29 Appendices 29 Appendices (c) Phoenix Broadband