Synergy SKY Administrator Guide

Transcription

1 Synergy SKY Administrator Guide Synergy SKY 4.10 December 2017 Synergy SKY 2017

2 1.1 TOC 1: Overview of Synergy SKY Introduction About Synergy SKY Installation About this guide Related documentation Synergy SKY concepts How does Synergy SKY work? Entities: What is the difference between a meeting room and a user entity? How are reports and invoices generated from the call data? Provisioning Synergy SKY platform overview and requirements Deployment scenarios and hardware requirements Network requirements Network diagram Supported infrastructure components Logging in to Synergy SKY Supported browsers Accessing the Win Node administration web interface Accessing the Provisioning Portal Accessing the Com Node administration web interface Accessing the Com Node command line Interface 14 2: Configuration Creating the customer hierarchy Adding general customer information Customization Branding Service names Adding Infrastructure Adding a carrier domain Adding infrastructure components Call control MCU PSTN gateway Management Recording server Phonebook Number pools Number pools for provisioning Number plans Profiles Creating a Space from the Cisco CMS client Configuration templates Creating a configuration template Adding services to a configuration template Deleting services from a configuration template Random number generation Configuring service availability using billing plans SKY Admin Portal Login SKY Provisioning Portal Login Jabber Video CMS Space CMS User Pexip VMR Cisco VMR Microsoft Skype for Business Cisco VCS Registration Seevia Phonebook Polycom DMA Registration Polycom DMA VMR 39 Synergy SKY Administrator Guide 4.10 Page 2 of 115

3 Cisco TelePresence VMR Pexip Device SKY Meeting Portal Login s and templates Editing the Win Node processing service mailer settings Editing the Win Node scheduling service mailer settings Provisioned services s Scheduling s Working with the provisioned services and scheduling template engine Password reset, scheduled report and alert s Troubleshooting Provisioning users and meeting rooms Provisioning Portal Adding a meeting room Adding users User passwords Deleting users Importing users from infrastructure components Importing users from a csv file Importing users from Active Directory 52 3: Reporting and Billing Call matching How does it work? How do I ensure that all calls can be matched to a customer? Cisco VMR on MCU behind Conductor Pexip Gateway calls ISDN Gateway calls My Worklist Reporting Custom reporting framework Call Reports MCU Reports Infrastructure Reports My Reports Billing Billing price plans Billing Reports Generating an invoice Viewing and editing a generated invoice 80 4: Meeting Portal Scheduling Overview Prerequisites Limitations Setting up scheduling for a new customer template configuration Branding Microsoft Exchange integration Scheduling with the Meeting Portal VMR pin management Configuring VMR pin management for a customer Updating a VMR pin in the Meeting Portal 89 5: Maintenance and administration Com Node administration Com Node administration web interface SKYShell and CLI SKY WinNode Server administration User Administration Alert Rules Global Settings License administration 99 Synergy SKY Administrator Guide 4.10 Page 3 of 115

4 5.2.5 Logs Server Maintenance Set Entity Password Background Jobs Auditing Dashboard and monitoring Dashboard Backup and restore of system data Backing up the LDAP and MongoDB databases Backing up the Microsoft SQL database 104 6: Troubleshooting s and templates What can go wrong? Logs Cisco CMS user passwords How does it work? What can go wrong? How do I...? Logs Cisco CMS provisioning How does it work? What can go wrong? How do I...? Logs APIs What can go wrong? 110 7: Document revision history 111 Appendix A: Cisco CMS XMPP Multi-domain configuration 112 A.1 Cisco CMS XMPP Multi-domain configuration 113 Task 1: Setting up the new customer, group, user, and service in Synergy SKY 113 Task 2: Adding the new domain on the Cisco CMS server 114 Task 3: Configuring the LDAP JID mapping in the Com Node Admin web interface 114 Task 4: Post-configuration and testing 114 Synergy SKY Administrator Guide 4.10 Page 4 of 115

5 1: Overview of Synergy SKY This chapter provides an overview of Synergy SKY. 1.1 Introduction Synergy SKY concepts Synergy SKY platform overview and requirements Logging in to Synergy SKY 13 Synergy SKY Administrator Guide 4.10 Page 5 of 115

6 1.1 Introduction About Synergy SKY Synergy SKY is a multi-tier, multi-vendor, multi-tenant management solution for unified collaboration designed to empower organizations who deliver Video as a Service (VaaS) and Unified Communication as a Service (UCaaS). Its main focus is ensuring data integrity and operational efficiency in a multi-tenant environment with infrastructure components from different vendors. Key features of the product include: Real-time and historic data collection Infrastructure monitoring Provisioning management Reporting Billing Intelligent call routing End user Meeting Portal o Scheduling o Pin code management Installation Installation of Synergy SKY is carried out by a Synergy SKY engineer. Prior to the installation, customers are required to complete the steps in the Synergy SKY Preinstallation Requirements Guide About this guide This Administrator Guide provides the information you will need once the installation of Synergy SKY and product training have been completed. This Administrator Guide includes: Product overview. Carrying out initial configuration tasks. Report and invoice generation. Ongoing administration and maintenance tasks. Troubleshooting the Synergy SKY platform Related documentation See our website for a full list of Synergy Sky documentation. Synergy SKY Administrator Guide 4.10 Page 6 of 115

7 1.2 Synergy SKY concepts 1.2 Synergy SKY concepts How does Synergy SKY work? Service providers, customers, and groups are created in the platform as containers in a hierarchical tree structure. Infrastructure components are added into the platform either at the root level or at the service provider/customer level, and are monitored for errors and network issues. Infrastructure services such as Cisco CMS Spaces, Pexip VMRs, Cisco VMRs and VCS registrations are created at the service provider/customer/group level using configuration templates. Users and meeting rooms (known as entities) are added to Service Providers/Customers/groups: as they are created they are provisioned with all services in the configuration template that applies to that container. Synergy SKY gathers raw call data from the infrastructure components that have been added into the platform. That data is stored in the SQL database, and processed. Calls are matched to an entity based on the service that was used, and are then listed in the relevant reports and invoices for the customer that entity belongs to. Optional features: Feature Meeting Portal Scheduling Description An add-on portal offering VMR Pin Management and Scheduling. Accessed via the Meeting Portal, Synergy SKY Scheduling allows users to schedule meetings from a simple-to-use interface that integrates with Microsoft Exchange Entities: What is the difference between a meeting room and a user entity? There are two different entity types in Synergy SKY: Entity Meeting room User Description Usually a physical meeting room with a video-conferencing endpoint installed. Does not require an address. A person with a set of services enabled, such as: soft video client virtual meeting room login to the Synergy SKY platform Requires an address: the address is the unique identifier for the user, and is used for authentication throughout the Synergy SKY platform How are reports and invoices generated from the call data? The raw data is processed like this: Provisioning Provisioning allows administrators to create and deploy one or many users or meetings rooms (entities) on infrastructure components that have been added to Synergy SKY. Synergy SKY Administrator Guide 4.10 Page 7 of 115

8 1.3 Synergy SKY platform overview and requirements There are two ways to provision entities in Synergy SKY: Provisioning method Physical Advanced mode Description Entities are created using a configuration template that is set to create users and services directly on an infrastructure component. If services such as Pexip or Cisco CMS VMRs already exist on the infrastructure, advanced mode provisioning is used to import those services into the Synergy SKY platform. For infrastructure components that do not support provisioning, such as Polycom RMX, users can be created and associated with the infrastructure service, but will not be provisioned on the infrastructure component directly. In this case, advanced mode provisioning is necessary so that calls from entities using services on these infrastructure components can be matched to the correct customer. 1.3 Synergy SKY platform overview and requirements The Synergy SKY platform is made up of the following: SKY WinNode Server SKY SQL Database Server Linux Com Node Server (multiple nodes) Linux and/or Windows Remote Agent Server (Optional) We strongly recommend that each server is used only for Synergy SKY (with the exception of the SKY SQL Database Server) Deployment scenarios and hardware requirements Although the Synergy SKY platform can run with one Com Node in very small environments, there are two recommended deployment scenarios, requiring either 2 or 4 Com Nodes, depending on the size of your environment: Deployment type Size Hardware Regular < 2000 provisioned users < 100 concurrent calls Large > 2000 provisioned users > 100 concurrent calls 1 x Windows Application Server (Win Node) 1 x SQL Server 1 x Core Linux Com Node (Core Node) 1 x Application Linux Com Node (App Node) 1 x Windows Application Server (Win Node) 1 x SQL Server 1 x Database Linux Com Node (DB Node) 1 x XMPP Linux Com Node (XMPP Node) 1 x Memory Linux Com Node (Memory Node) 1 x Application Linux Com Node (App Node) Regular deployment Minimum server resources: Server Operating system Purpose CPU RAM HDD Comments SKY WinNode Server Windows Server 2008 r2 Windows Server 2012 Windows Server 2012 r2 Runs: IIS web applications SKY-specific windows services 2 GHz 4 Cores 8 GB 50 GB SKY SQL Database Server Windows Server 2008 r2 Windows Server 2012 Windows Server 2012 r2 Synergy SKY SQL database 2 Ghz 2 Cores 8 GB 50 GB Requires SQL Server 2012 or SKY Core ComNode Linux Synergy SKY Mongo and LDAP databases, and communication hub: DBNode XMPPNode MemNode 2 GHz 6 cores 16 GB 170 GB High performance disk recommended (SSD/SAS) Synergy SKY Administrator Guide 4.10 Page 8 of 115

9 1.3.1 Deployment scenarios and hardware requirements Server Operating system Purpose CPU RAM HDD Comments SKY Application ComNode Linux Third party infrastructure communication (Pexip and Cisco CMS): o Data harvesting o Provisioning Internal SKY applications 2 GHz 4 cores 8 GB 170 GB SKY Remote Agent Windows Server (optional) Windows Server 2008 r2 Windows Server 2012 Windows Server 2012 r2 Gathers status information and call data records from Cisco, Microsoft Skype for Business, and Polycom infrastructure components deployed at remote sites Gathers status information from Cisco CMS and Pexip infrastructure components deployed at remote sites 2 Ghz 2 Cores 8 GB 50 GB SKY Remote Agent ComNode (optional) Linux Gathers call data records from Pexip and Cisco CMS infrastructure components deployed at remote sites 2 GHz 4 cores 8 GB 170 GB Large deployment Minimum server resources: Server Operating system Purpose CPU RAM HDD Comments SKY WinNode Server Windows Server 2008 r2 Windows Server 2012 Windows Server 2012 r2 Runs: IIS web applications SKY-specific windows services 2 GHz 4 Cores 8 GB 50 GB SKY SQL Database Server Windows Server 2008 r2 Windows Server 2012 Windows Server 2012 r2 Synergy SKY SQL database 2 Ghz 2 Cores 8 GB 50 GB Requires SQL Server 2012 or SKY Database ComNode Linux Synergy SKY Mongo and LDAP Databases 2 GHz 4 Cores 8 GB 170 GB High performance disk recommended (SSD/SAS) SKY XMPP ComNode SKY Memory ComNode Linux XMPP communications hub 2 GHz 2 Cores Linux Data caching 2 GHz 4 Cores 8 GB 170 GB 8 GB 170 GB SKY Application ComNode Linux Third party infrastructure communication (Pexip and Cisco CMS): o Data harvesting o Provisioning Internal SKY applications 2 GHz 4 Cores 8 GB 170 GB SKY Remote Agent Windows Server (optional) Windows Server 2008 r2 Windows Server 2012 Windows Server 2012 r2 Gathers status information and call data records from Cisco, Microsoft Skype for Business, and Polycom infrastructure components deployed at remote sites Gathers status information from Cisco CMS and Pexip infrastructure components deployed at remote sites 2 Ghz 2 Cores 8 GB 50 GB SKY Remote Agent ComNode (optional) Linux Gathers call data records from Pexip and Cisco CMS infrastructure components deployed at remote sites 2 GHz 4 cores 8 GB 170 GB Synergy SKY Administrator Guide 4.10 Page 9 of 115

10 1.3.2 Network requirements Remote Agent Server (optional) The main purpose of a Remote Agent server is to fetch status information and call data records from infrastructure devices deployed at remote sites. This server is not mandatory in all types of installations, but is recommended for deployments where infrastructure devices are installed remotely. If you are using the Remote Agent server to communicate with remotely located Cisco CMS or Pexip infrastructure components, you will require both a Windows Remote Agent (RA WinNode) and a Linux Com Node Remote Agent (RA ComNode). If your Remote Agent server communicates with remotely located Cisco, Polycom or Skype for Business infrastructure components, then you only require a Windows Remote Agent (RA WinNode) Network requirements Synergy SKY requires that the following ports are open on your network (<-> = bidirectional): Win Node: Source Destination Protocol Port (TCP unless otherwise stated) Description Win Node Cisco CMS MCU HTTPS 443 Read status Win Node Pexip Infinity Management node Pexip Infinity Conference node SSH 22 Read status Win Node Cisco Codian MCU Cisco Codian ISDN Gateway XML over RPC 80 (if HTTPS is not enabled on the gateway) 443 Read status and data harvesting from MCU and/or ISDN RPC API Win Node Cisco TCS HTTP/HTTPS 80/443 Read status and data harvesting from TCS API Win Node Cisco TMS HTTP/HTTPS SQL 80/ (or whichever port you have configured, if not default) Read status, data harvesting Win Node Cisco VCS HTTP/HTTPS 80/443 Read status and data harvesting from VCS API Win Node Polycom RMX HTTP/HTTPS 80/443 Read status Win Node Polycom DMA HTTP/HTTPS SNMP 80/ UDP: 161 Read status DMA API port Real time status Win Node Skype for Business frontend server SQL 1433 (or whichever port you have configured, if not default) Read status Win Node Skype for Business CDR server SQL 1433 (or whichever port you have configured, if not default) Data harvesting Win Node SMTP server(s) HTTP/HTTPS SMTP 80/ (or any port configured for SMTP) Send password reset (s) and scheduled reports Win Node SNMP Receiver SNMP 161 SNMP Traps/Alarms Win Node SKY SQL Server SQL 1433 Read/write to/from SQL database Win Node External AD/LDAP server LDAP 389 AD/LDAP user sync. Win Node Exchange HTTP/HTTPS 80/443 Exchange web services and API for Scheduling. Win Node Core Node Com Node HTTP LDAP LDAPS XMPP 80 <-> <-> Com Node API LDAP directory LDAPS directory XMPP communications Synergy SKY Administrator Guide 4.10 Page 10 of 115

11 1.3.2 Network requirements Com Nodes: Source Destination Protocol Port (TCP unless otherwise stated Description App Node Pexip Infinity Management node HTTPS 443 Provision VMRs. App Node Cisco CMS MCU HTTPS 443 Provision Spaces Initiate user synchronization App Node SMTP server(s) SMTP 25 (or any port configured for SMTP) Core Node Cisco Codian MCU XML over RPC 80 (if HTTPS is not enabled on the gateway) 443 Send alert and scheduling (s). Provision VMRs. All Com Nodes All Com Nodes XMPP LDAP MongoDB Communication with XMPP server Communication with LDAP Server Communication with Mongo Database All Com Nodes SKY SQL Server SQL 1433 Create/update SQL database Legacy sync service Cisco CMS MCU App Node HTTP/HTTPS Configurable (default is 6060) CDR Receiver for data harvesting Cisco CMS MCU Core Node LDAP LDAPS Synchronization of users Pexip Infinity Management node Pexip Infinity Conference node All Com Nodes HTTP/HTTPS Configurable (default is 514) CDR Receiver for data harvesting. Remote Agent Servers (if implemented): Source Destination Protocol Port (TCP unless otherwise stated) Description RA WinNode Cisco CMS MCU HTTP/HTTPS 80/443 Read status RA WinNode Pexip Infinity Management node Pexip Infinity Conference node HTTP/HTTPS SSH 80/ Read status RA WinNode Cisco Codian MCU Cisco Codian ISDN Gateway XML over RPC 80 (if HTTPS is not enabled on the gateway) 443 Read status and data harvesting from MCU and/or ISDN RPC API RA WinNode Cisco VCS HTTP/HTTPS 80/443 Read status and data harvesting from VCS API RA WinNode Polycom RMX HTTP/HTTPS 80/443 Read status RA WinNode Polycom DMA HTTP/HTTPS SNMP 80/ UDP: 161 Read status DMA API port Real time status RA WinNode Skype for Business frontend server SQL 1433 (or whichever port you have configured, if not default) Read status RA WinNode Skype for Business CDR server SQL 1433 (or whichever port you have configured, if not default) Data harvesting RA WinNode SQL Server SQL 1433 (or whichever port you have configured, if not default) Data harvesting RA WinNode Win Node HTTP 80 Harvest API Synergy SKY Administrator Guide 4.10 Page 11 of 115

12 1.3.3 Network diagram Source Destination Protocol Port (TCP unless otherwise stated) RA ComNode App Node HTTP/HTTPS Configurable (default is 8181/8282) Description CDR Receiver RA ComNode RA WinNode HTTP 80 Reporting Pexip Infinity Management node Pexip Infinity Conference node RA ComNode HTTP/HTTPS Configurable (default is 514) CDR Receiver for data harvesting Cisco CMS MCU RA ComNode HTTP/HTTPS LDAP LDAPS Configurable (default is 6060) CDR Receiver for data harvesting Synchronization of users RA ComNode Core Node LDAP 389 Cisco CMS client authentication (optional) Network diagram Synergy SKY Administrator Guide 4.10 Page 12 of 115

13 1.3.4 Supported infrastructure components Supported infrastructure components The following infrastructure software versions are supported for use with Synergy SKY. It is your responsibility to ensure that any infrastructure you want to integrate with Synergy SKY is running a supported software version: Infrastructure Version Comments Cisco VCS All versions from X4.3 - X Polycom DMA v6.1 H.323 call matching is supported on a best-effort basis for Polycom DMA registrations, which can lead to incomplete reports and invoices. SIP registrations are fully supported for Polycom DMA. Provisioning is not supported for Polycom DMA. The RealPresence Platform API license is required to integrate the Polycom DMA with Synergy SKY (at additional cost from Polycom). Skype for Business 2013 Billing and Provisioning are not supported for Skype for Business. Skype for Business 2015 Billing and Provisioning are not supported for Skype for Business. Codian MCU All versions from UTC offset must be set to 0 due to the lack of support for automatic DST change. Cisco TelePresence Server v3.0 and v3.1 Provisioning is not supported for Cisco TelePresence Server. Pexip Infinity MCU All versions from v11.x - v17 FQDN host addresses are not supported for Pexip Infinity nodes. A cluster must be created for any Pexip management and conference node (s). o The management node must be set as the conference master. o Any conference nodes must be added to their intended cluster. Cisco CMS Server v1.8.x - v2.2.8 Profile parameters recently added in Cisco CMS have not yet been implemented in Synergy SKY. Polycom RMX v8.5.1 H.323 call matching is supported on a best-effort basis for Polycom RMX calls, which can lead to incomplete reports and invoices. SIP calls are fully supported for Polycom RMX. Provisioning is not supported for Polycom RMX. Cisco Codian ISDN Gateway Cisco TelePresence Management Suite (TMS) API v2.7 (sw v2.1 or later) all versions from v v15.4 UTC offset must be set to 0 due to the lack of support for automatic DST change. Provisioning is not supported for Cisco Codian ISDN Gateway. Cisco TelePresence Content Server (TCS) v5.0 - v6.1 Reporting and Billing are only supported if the call is routed through a Cisco VCS. CDR harvest is not supported for Cisco TCS. Provisioning is not supported for CIsco TCS. 1.4 Logging in to Synergy SKY Supported browsers Browser Google Chrome (Recommended) Firefox (Some limitations in the Reporting UI) Version 59.0 or later 54.0 or later Accessing the Win Node administration web interface The Win Node is where you access much of the Synergy SKY functionality. This includes monitoring of infrastructure components, as well as all reporting and billing, and other functionality that is detailed throughout this document. To access the Win Node administration interface: 1. Open a browser window and enter one of the following addresses in the address bar: o IP-address/web (example: o FQDN/web (example: 2. Log in with the default admin user: o User name: admin@local.sky o Password: password To change the password of the admin@local.sky account, log a Synergy SKY support ticket. Synergy SKY Administrator Guide 4.10 Page 13 of 115

14 1.4.3 Accessing the Provisioning Portal Accessing the Provisioning Portal The Provisioning Portal is where you create and manage users and meeting rooms. To access the Provisioning Portal: 1. Click Provisioning Portal in the WinNode administration interface. The portal will open in a new window. 2. Log in with the default admin user: o User name: admin@local.sky o Password: password See "Provisioning users and meeting rooms" on page 48 for more information. You can configure Synergy SKY to use SAML for Single Sign On across the WinNode admin UI, Provisioning and Meeting Portals. For more information contact your Synergy SKY representative Accessing the Com Node administration web interface Some admin tasks are carried out in the Com Node Admin web interface which you access as follows: 1. Open a browser window and enter the following in the address bar: IP-address/Admin 2. Log in with the default admin user. o User name: admin@system o Password: defaultpassword See "Com Node administration" on page 92 for more information Accessing the Com Node command line Interface Each Com Node also has a command line interface (CLI), which is where you access Com Node service information and logs, and perform other Com Node administration tasks. To access the Com Node CLI: 1. Using Putty, SSH to the Com Node IP address. 2. Log in with the default root user: o User name: root o Password: SynergySkyWord See "SKYShell and CLI" on page 93 for more information. Synergy SKY Administrator Guide 4.10 Page 14 of 115

15 2: Configuration This chapter describes the main configuration tasks in Synergy SKY. 2.1 Creating the customer hierarchy Customization Adding Infrastructure Number pools Number plans Profiles Configuration templates s and templates Provisioning users and meeting rooms 48 Synergy SKY Administrator Guide 4.10 Page 15 of 115

16 2.1 Creating the customer hierarchy Synergy SKY supports a multilevel hierarchy of service providers, customers and groups. When you first access Synergy SKY, you will see just one root container. As you add service provider and customer containers, they are displayed as an expandable hierarchical structure. You must take care when designing your customer hierarchy as it is the basis for everything you do in Synergy SKY. Note: The customer hierarchy is created in the Win Node web interface, but is also visible in the Com Node administration web interface. You can create your containers as follows: Container type Service Provider Customer Group Possible sub-containers One or more service provider and/or customer containers. One or more group containers. One or more groups and/or user entities At each level in the hierarchy you can: Add infrastructure components. Add branding. Apply configuration templates for provisioning infrastructure services to entities. Create Number Pools. Generate reports. Generate Invoices. Note: Individual user and meeting room entities can only be added at the group level. Each container inherits the templates and branding that are set on the parent container above it, and the templates and branding are applied to all entities in the containers below. To override this inheritance, you can create templates or branding on the individual service provider/customer/group containers in the levels below each parent container. For this reason we do not recommend adding configuration templates at the root level as you will have to override them on all containers that you create below the root container. Synergy SKY Administrator Guide 4.10 Page 16 of 115

17 2.1.1 Adding general customer information This is an example of how you could structure your customer hierarchy: To create a new service provider, customer or group in Synergy SKY: 1. From the Win Node administration web interface, go to Provisioning Management. 2. Right click on the parent container. 3. Select which type of container you want to create: Service Provider, Customer or Group. 4. In the pop-up window, enter a descriptive name for the container. 5. Click OK. The service providers, customers and groups created in the customer hierarchy are sorted alphabetically Adding general customer information Optionally, you can add general information for each customer container. Note: This is only applicable for customer containers, not for service provider or group containers. To add customer information: 1. Click on the customer container in the hierarchy. 2. Click the Info tab. 3. Enter the general settings that apply for that customer: o General Settings Customer Name Currency Web Address Organization Number o Contact Information Contact Person Telephone o Postal Address Address line 1 Address line 2 Zip Code Synergy SKY Administrator Guide 4.10 Page 17 of 115

18 2.2 Customization o City Country CMS Defaults Default CMS Profiles Defines which of the Meeting IQ Parameters (of CMS type) that are active for this customer Default Call Leg Limit If specified, sets a limit on the number of participants associated with this customer that can be simultaneously active in Cisco CMS conferences; new participants beyond this limit will not be permitted. 2.2 Customization You can customize parts of the platform to reflect yours or your customers' branding. All customization is administered from the Com Node administration web interface Branding You can upload your company logo, and/or your customers' logos, and change font color and background color so the Synergy SKY admin and user interfaces conform to your company's branding guidelines. The logo image should not be more than 65 pixels high. To get to the Branding page: 1. In a web browser, enter: 2. Click on the customer container level that you want to add branding to. 3. Click Branding. You can change the branding at the sub-service provider, customer and group level, so that a sub-service provider can either apply branding for all customers, or you can offer customized graphical branding for each individual customer. Field Logo-url Primary Background Color Description The URL location of your custom logo image. We recommend that this location is outside the application, so that the logo is visible on the login screen. The main background color. Secondary Background Color Background color for the headlines in the top line in reports. Background color for active services in the Provisioning Portal. Third Background Color Background color behind the logo. Background color for active services information in the Provisioning Portal. Primary Text Color Text color for: Breadcrumb Logout-link (in the top right corner) Entity information in the Provisioning Portal Headers in the Provisioning Portal Secondary Text Color Text color for: Headlines in the top line in reports Active services in the Provisioning Portal Third Text Color Text color in menus. Note: If you are logged in with the admin@local.sky user, any branding you have applied will not be visible. Note: For documentation on branding the Meeting Portal, see "Branding" on page Service names You can change the name of the provisioned services at the customer level to conform to company branding. Synergy SKY Administrator Guide 4.10 Page 18 of 115

19 2.3 Adding Infrastructure To do this: 1. In a web browser, enter: 2. Click on the customer container level that you want to change the service names for. 3. Click Service Name. 4. From the dropdown, select the service that you want to change the name of. 5. In the Alias field, enter the new name for the service. 6. In the Logo-URL field, enter the URL for the company logo. 7. Click Save. 2.3 Adding Infrastructure Once you have created your customer hierarchy, you need to add your infrastructure components into Synergy SKY so that you can create the services that will be associated with the customer users and meeting rooms (entities). Once these are combined, this is how the reporting and billing data will be generated. Preliminary configuration required for adding infrastructure components will be carried out by your Synergy SKY engineer during install or upgrade of your platform. One task you will carry out yourself as your platform grows, however, is to add additional infrastructure components. This requires that a carrier domain for that infrastructure type is added before you add the infrastructure component Adding a carrier domain A carrier domain is the domain that services hosted on one or more infrastructure components will use as the URI (or equivalent) suffix. For example, if you are adding a Cisco VCS that supports adding registrations with uris in the format: john.smith@vcs.example.org, then you need to add a Cisco VCS Registration carrier domain with a value of vcs.example.org. To add a carrier domain: 1. Go to the Com Node Admin web interface: and log in using these credentials: o username: admin@system o password: defaultpassword 2. In the left menu, click Customer groups and select the customer container where you want to add the infrastructure. You can search for a customer folder in the field above the Page number, or click through the pages of customer folders using the arrows to the right of where it says Page From the top menu, click Infrastructure. 4. In the Carrier domains section, click Add new and pull down in the dropdown to select the carrier domain type for the infrastructure component you are adding. 5. Enter a Name for the carrier domain. 6. Type the domain for example: domain.example.org 7. Select the Meeting IQ domain from the dropdown menu (there should be only one option here). 8. Click Save Component. Example configuration: Synergy SKY Administrator Guide 4.10 Page 19 of 115

20 2.3.2 Adding infrastructure components Adding infrastructure components To add an infrastructure component: 1. Go to the Win Node administration web interface: 2. Click Customer groups and select the customer container where you want to add the infrastructure. 3. Click the Infrastructure tab. 4. In the Carrier or the Other section as relevant for the infrastructure component you want to add, click Add new and select the component you want to add from the drop-down list. 5. Fill out the fields as detailed in the tables below for the infrastructure component you have selected Call control Cisco Video Communication Server (VCS) Field Description Example Name A descriptive name for the component. VCS 1 VCS API Address The address that Synergy SKY will use to access the VCS API. VCS API Username The VCS API username. api_admin VCS API Password The VCS API password. password Carrier Domain Select the carrier domain. Cisco VCS Registration: example.org Allowed URI Domains Enter all the URI domains allowed on this VCS. example.org, int.example.org Default URI Domain Select the default URI domain. example.org Feedback Receiver Index to use for MeetingIQ VCS Policy Server VCS only allows three feedback receivers to be registered, with fixed indices. Select the one that should be used for the MeetingIQ VCS Policy Server. Used for pool provisioning in Scheduling and MeetingIQ Polycom DMA Field Description Example Name A descriptive name for the component. DMA1 Host address The source address of the component. User name The DMA administrator user name. Administrator Password The DMA administrator password. Password123 Carrier domain Select the carrier domain. n/a Microsoft Skype for Business To integrate with Skype for Business, the Synergy SKY platform requires read access to two of the Skype for Business databases Configuring the Skype for Business SQL server for real-time monitoring of the Skype for Business frontend server(s) For real-time monitoring, Synergy SKY needs access to the rtcdyn database, under the SQL instance RTCLocal. In a typical Skype for Business deployment with multiple front-end servers configured, Synergy SKY needs access to all the front-end servers to gather real-time monitoring information. To configure the Skype for Business SQL server for real-time monitoring of the front-end servers: 1. Enable Mixed-Mode authentication on the SQL server: a. In SQL Server Management Studio, right-click on the server in the Object Explorer and select Properties. b. In Security, change Server authentication to SQL Server and Windows Authentication mode. c. Click OK. d. Restart SQL server when prompted. 2. Create an SQL user with Read-Only access to each 'rtcdyn' database. Synergy SKY Administrator Guide 4.10 Page 20 of 115

21 2.3.4 MCU Configuring the Skype for Business SQL server for CDR reporting To retrieve the data for CDR reports, Synergy SKY needs access to the Skype for Business CDR database. The default Skype for Business CDR database name is lcscdr, and Synergy SKY does not currently support using any other name. You can choose where to locate this database, so the SQL Server instance name will vary. CDR reporting is not configured by default in a Skype for Business deployment. To configure the Skype for Business SQL server for CDR reporting: 1. Enable Skype for Business CDR reporting following these instructions: Deploying monitoring in Lync Server Enable Mixed-Mode authentication on the SQL server: a. In SQL Server Management Studio, right-click on the server in the Object Explorer and select Properties. b. In Security, change Server authentication to SQL Server and Windows Authentication mode. c. Click OK. d. Restart SQL server when prompted. 3. Create an SQL user with Read-Only access to the lcscdr database. Field Description Example Name A descriptive name for the component Skype for Business Server Front-End Database Host address Front-End Database User name Front-End Database Password Lync Monitoring Reports Database Hostname Lync Monitoring Reports Database Username Lync Monitoring Reports Database Password The source address of the component The site administrator user name The site administrator password The database hostname The database user name The database password Administrator Password123 Administrator Password123 Carrier Domain Select the carrier domain n/a Allowed URI Domains Enter all the URI domains allowed when provisioning Skype for Business users. example.org, example.com Default URI Domain Set the default URI domain. example.org MCU Codian MCU Field Description Example Name A descriptive name for the component Codian 1 Host address The source address of the component User name The site administrator user name Administrator Password The site administrator password Password123 Carrier Domain Select the carrier domain n/a Allowed URI Domains Enter all the URI domains allowed when provisioning on this MCU. example.org, example.com Default URI Domain Set the default URI domain. example.org Location A descriptive name for the physical location of the component London Cisco TelePresence Server Field Description Example Name A descriptive name for the component TPS 1 Host address The source address of the component Synergy SKY Administrator Guide 4.10 Page 21 of 115

22 2.3.4 MCU Field Description Example User name The site administrator user name Administrator Password The site administrator password Password123 Carrier Domain Select the carrier domain n/a Pexip MCU Note the following: FQDN host addresses are not supported for Pexip Infinity nodes. Both management and conferencing nodes must be added to Synergy SKY. A cluster must be created for any Pexip management and conference node(s), this must be done using the Win Node administration web interface, see below for instructions. Field Description Example Name A descriptive name for the component. Pexip mgmt 1 Pexip Server Name The unique value that is set on the Pexip MCU in Platform configuration > Conferencing Nodes > click on a node > Hostname. Pexip_mgmt_1 Host address The IP address of the Pexip MCU. Username The Pexip API username. Administrator Password The Pexip API password. Password123 Carrier Domain Select the carrier domain. n/a Allowed URI Domains Enter all the URI domains allowed when provisioning on this MCU. example.org, example.com Default URI Domain Set the default URI domain. example.org Location A descriptive name for the physical location of the component London Adding a Pexip cluster To add the cluster master: 1. Go to the Win Node web UI > Provisioning Management and click on the customer container where you want to add the Pexip cluster. 2. Click Infrastructure 3. Click Add new MCU 4. Select Pexip MCU from the dropdown menu. 5. Fill out the mandatory fields: Field Description Example Name A descriptive name for the component. Pexip mgmt 1 Host Address The host address of the Pexip server you are adding. User Name The Pexip server API username. Administrator Password The Pexip server API password. Password123 Location The location of the Pexip server. London WebRTC Base URL The URL users will use to join conferences using WebRTC on this PexIp MCU. Default URI Domain The default domain for users created on this MCU. example.org Carrier Domain Select the carrier domain. Pexip Carrier Domain (example.org) 6. Click Ok. 7. Under Cluster Settings, check Cluster Master and enter a name for the new cluster, then click Ok. To add the cluster nodes: Repeat the procedure above to add all nodes in the cluster to Synergy SKY, but do not check the Cluster Master checkbox, instead select the cluster name from the Cluster dropdown. Synergy SKY Administrator Guide 4.10 Page 22 of 115

23 2.3.4 MCU Cisco CMS MCU Adding the Cisco CMS to Synergy SKY We have added temporary workaround functionality to avoid provisioning services to the wrong node in a Cisco CMS cluster. Currently in Synergy SKY, Cisco CMS MCUs must always be created in a cluster, even if you only have one CMS in your deployment. Full cluster functionality is not yet implemented, but you can define the master and slave nodes, so that only the master node appears in Provisioning Portal when provisioning new users with CMS services, and nodes in a cluster are grouped together in the Dashboard. To add a Cisco CMS, use the normal method described in "Adding infrastructure components" on page 20 filling out the following fields: Field Description Example Name A descriptive name for the component. Cisco CMS 1 API Url The source address of the component. API User name The CMS API user name. Administrator API User Password The CMS API password. Password123 LDAP Server Host The hostname/ip address of the Core Node or DB Node LDAP Server Port The LDAP port of the Core Node or DB Node. 389 LDAP Server Bind DN The distinguished name for the Synergy SKY LDAP server (Core Node or DB Node). cn=admin,dc=synergysky LDAP Server Password The default LDAP password for the Synergy SKY LDAP server (Core Node or DB Node). 3e3t4afDfsdf Carrier Domain Select the carrier domain. n/a Location A descriptive name for the physical location of the component. London Web RTC base url The URL users will use to join conferences using WebRTC on this Cisco CMS MCU. Version Select the API version from the dropdown. 1.8 Once the Cisco CMS is added, you need to add it to a cluster, even if you only have one Cisco CMS in your platform: 1. Go to the Win Node web UI > Provisioning Management and click on the customer container where you have added the Cisco CMS MCUs. 2. Click Infrastructure 3. Edit the CMS node that is the cluster master. 4. Under Cluster Settings, check Cluster Master and enter a name for the new cluster, then click Ok. 5. If this CMS is a member of a real cluster, close this window and navigate to the other CMSs in the cluster and select the name of the cluster from the dropdown. Note: Once you have allocated a cluster name, specified the master, and added nodes to the cluster, making any further updates to the clustering for these Cisco CMS MCUs is disabled, with the exception of changing the cluster name. This is so that the slave is not mistakenly allocated as the master, as this would cause similar issues to the one that this functionality is intended to fix. If you make a mistake while implementing the cluster in Synergy SKY, log a support ticket so we can revert your clustering changes. If the master needs to be replaced with a slave node (for example, in the event of an RMA): 1. Go to Provisioning Management > Infrastructure. 2. Enter dummy values in the Name and Host Address fields of the slave node. 3. Change the Name and Host Address of the Master node to the Name and Host Address of the slave node Configuring the CDR receiver for the Cisco CMS MCU In order for Synergy SKY to gather data from CMS MCUs, you need to add Synergy SKY as a CDR receiver for each CMS MCU. The CMS CDR receiver sends data to the harvest service on the Win Node. To configure the CDR Receiver on the CMS MCU: 1. Identify the Carrier ID by going to Provisioning Management > Infrastructure > edit the Cisco CMS and note the Carrier ID which is in this format: 3b817d54-34f3-46c5-aa9e-8fed0f Synergy SKY Administrator Guide 4.10 Page 23 of 115

24 2.3.5 PSTN gateway 2. In the CMS web UI, go to Configuration > CDR settings and enter or IP of WinNode]/HarvestAPI/AcanoReceiver?CarrierId=[CMSCarrierID identified in step 1]. Example CDR receiver URL: Configuring Cisco CMS multi-domain support To configure Cisco CMS to support multiple domains, see "Cisco CMS XMPP Multi-domain configuration" on page Polycom RMX Field Description Example Name A descriptive name for the component. RMX 1 Host address The source address of the component. User name The API user name. Administrator Password The API password. Password123 Note: H.323 call matching is supported on a best-effort basis for Polycom RMX calls, which can lead to incomplete reports and invoices. SIP calls are fully supported for Polycom RMX PSTN gateway Cisco ISDN Gateway Field Description Example Name A descriptive name for the component. ISDN Gateway 1 Host address The source address of the component. Username The API user name. Administrator Password TheAPI password. Password Management Cisco TelePresence Management Server (TMS) Field Description Example Name A descriptive name for the component. TMS Server 1 Host Address The source address of the component. Username The username of an admin user or another user with full access to the TMS Management API. Administrator Password TheAPI password. Password123 TMS Database Server The name of the TMS database server. sql.example.org TMS Database Username A TMS database user with read access as a minimum. sa TMS Database Password The TMS Database password for the user specified above. Password 123 Enable Jabber Provisioning Extension Database Server Provisioning Database User Name Provisioning Database Password Activate this checkbox if you have Provisioning Extension enabled on this TMS (optional). Provisioning Extension Database Server source address (Optional). Provisioning Extension Database User Name (Optional). Provisioning Extension Database Password (Optional). Checkbox sql.example.org sa Password123 Carrier Domain Select the carrier domain. Cisco Jabber: Jabber Domain (example.org) Synergy SKY Administrator Guide 4.10 Page 24 of 115

25 2.3.7 Recording server Recording server Cisco TelePresence Content Server Field Description Example Name A descriptive name for the component. TCS Server 1 Host Address The source address of the component. Username The API user name. Administrator Password The API password. Password123 For information on configuring Synergy SKY to recognise recorded calls, see "Number plans" on page Phonebook Seevia Field Description Example Name A descriptive name for the component. Seevia Connector Seevia API URL The address of the Seevia API. Partner Token Your Seevia partner token be94c1a91f3a39195b78f Number pools Number pools are used to automatically allocate the numerical part of a string, for example: URI or VMR pin, from a specified number range when provisioning entities Number pools for provisioning You can create number pools at the Root, Service Provider, and Customer level of the customer hierarchy. The number pool will then be available for use in configuration templates for all folders in the entire hierarchy (see "Configuration templates" on page 30 ). So that you retain a sensible dial plan, however, we recommend that you assign number pools at the level in the hierarchy under which the users are going to be created. The number pool is applied by referencing the name of the number pool in the syntax of the field in the configuration template service. You can use Number Pools in any of the configuration template fields, but they are most useful when provisioning on: Pexip VMR Cisco CMS Space Cisco VMR Adding and applying a number pool Adding the number pool on the Win Node: 1. In the Win Node UI, go to Provisioning Management. 2. Select the customer level where you want to add the number pool and click the Number Pools tab. 3. Enter a name for the number pool (do not use spaces). 4. Enter the Start and End values for the number range. 5. Click Ok. Synergy SKY Administrator Guide 4.10 Page 25 of 115

26 2.4.1 Number pools for provisioning Adding the number pool in the configuration template: 1. In the Win Node UI, go to Provisioning Management and select the customer or group where you want to apply the number pool for provisioning. 2. Click the Configuration Template tab. 3. Click the tab for the service you want to add: in these instructions, we are adding a CMS Space. 4. Enter the Space name as normal 5. Click Add Subservice and select CMS Access Method from the dropdown menu. 6. In the field where you want to use the number pool, in this example the URI field, enter the following syntax: $numberpool(name_of_your_number_pool)@ciscocmsdomain. Synergy SKY Administrator Guide 4.10 Page 26 of 115

27 2.4.1 Number pools for provisioning To test that the number pool is being applied when provisioning users: 1. Create a user in a folder where you have applied the configuration template you created above. 2. Once created, check the user's CMS Access Method URI. It should correspond with the first number in the number range you selected for the number pool Using the same number pool numeric ID across several services/subservices for the same user You can use the same number-pool-generated number across several services for a user, for example if you want the numeric part of the URI to be the same for the Pexip VMR, and the Cisco VMR, and all pins associated with the user's services. To use the same number pool numeric ID across several services/subservices for the same user: 1. In the Win Node UI, go to Provisioning Management and select the customer or group where you want to apply the number pool for provisioning. Synergy SKY Administrator Guide 4.10 Page 27 of 115

28 2.4.1 Number pools for provisioning 2. Click on the Info tab, and in the Number Pools section, select the number pool for this customer from the drop-down menu: 3. Prior to provisioning users, add the Numeric ID parameter to the required fields in the configuration template for the customer using the syntax: {NumericId}: Synergy SKY Administrator Guide 4.10 Page 28 of 115

29 2.5 Number plans Wherever you specify this in the configuration template, the Numeric ID that is allocated to that user will be used. When you add a user under this customer folder, the next available Numeric ID from that number pool will be assigned to them. You can view a user's numeric ID in the Provisioning Portal under User Details: Here you can see that the Numeric ID has been used as specified in the configuration template, for thepexip VMR Guest Pin, and the Conference Alias URI: 2.5 Number plans Number plans are used to identify recorded calls for billing purposes. To add a new number plan: 1. Go to the Win Node web interface and click on Provisioning Management. 2. Click on the customer folder where you want to create the number plan, and click on the Number Plans tab. 3. Click Add new numberplan. 4. Enter the recording alias in the Value field, and select Recording alias from the dropdown menu. 5. Check Is Active and click Insert. A number plan will not cause these calls to be matched to a customer, so in addition, you will need to create an endpoint registration service (e.g. VCS registration) containing the recording alias uri. 2.6 Profiles This is where you define Cisco CMS profiles that will be provisioned to entities. Synergy SKY Administrator Guide 4.10 Page 29 of 115

30 2.6.1 Creating a Space from the Cisco CMS client The following Cisco CMS profiles are currently supported: CMS Call Leg Profile CMS Call Branding Profile CMS Call Profile CMS Client Branding Profile CMS IVR Branding Profile CMS User Profile CMS DTMF Profile (applicable at the tenant/customer level only) For more information on the parameters that can be used refer to the Cisco CMS documentation. To add a profile: 1. In the Win Node web UI, go to Provisioning Management. 2. Select the customer container where you want to add the profile. 3. Click Profiles. 4. Click Add new parameters. 5. Select a profile from the dropdown menu. 6. Fill out the required fields. 7. Click OK. 8. Click on the customer container you selected in Step 2 again. 9. Click the Info tab, and in Default CMS Profiles, select the profile you just created. We also support batch update of profiles by using the following procedure: 1. In Profiles, edit the profile. 2. After editing the profile and clicking OK the profile will be updated as follows: o If not associated with any Space or access method, then it will be added once it is assigned to a Space or access method. o If it is a tenant profile (such as a DTMF profile), it will be updated/added whenever a Space/access method belonging to the tenant/customer is edited or added from the Provisioning Portal Creating a Space from the Cisco CMS client When adding a CMS User profile with Can Create Space set to True, so users can create Spaces from within the Cisco CMS client, you also need to do the following in Synergy SKY: 1. Log into the Com Node web admin UI 2. Select the customer folder where you want to apply the profile 3. Click MeetingIQ Parameters in the top menu 4. Select the customer folder from the list, clicking on the >> arrows if necessary 5. Click Add numerical property 6. Pull down in the Parameter dropdown and select acanoenableeditcospaceinclient. Leave the other parameters as they are. 7. Click Save. 2.7 Configuration templates By using configuration templates, you can apply one or more services to several entities or service providers/customers at the same time. Synergy SKY Administrator Guide 4.10 Page 30 of 115

31 2.7.1 Creating a configuration template Infrastructure services such as VMRs or Synergy SKY portal user logins are provisioned to entities when they are added to Synergy SKY based on the configuration template set on the customer container for that entity. When entities are added to Synergy SKY, the configuration template from the first container above them where a configuration template has been created is applied. Note: When you first create a configuration template, we recommend adding one or two users initially just to check that they are provisioned correctly before adding in large numbers of users, in case you have made any mistakes in the configuration Creating a configuration template To create a new configuration template on a clean install where there has never been a configuration template created before: 1. In the Win Node web interface, click Provisioning Management in the top menu. 2. In the customer hierarchy on the left, select the customer container where you want to create the configuration template. 3. Click the Configuration Template tab, and do one of the following: o Click New Template to create a new configuration template. o Click Parent Template to inherit the template set on the parent container. 4. Enter a descriptive name for the new template. In a deployment where there is an existing configuration template on the root level container, or if you have created a new container below a container that already has a configuration template, the New Template option will not be available. To create a configuration template on a container below a container that has an existing configuration template: 1. In the Win Node web interface, click Provisioning Management in the top menu. 2. In the customer hierarchy on the left, select the customer container where you want to create the configuration template. 3. Click the Configuration Template tab and do one of the following: o Click Copy Parent Template to copy the template set on the parent container. You can now add services or make changes to the template that will override the template on the parent container. o Click Delete to delete the template set on the parent container, then click New Template to create a new configuration template. 4. Enter a descriptive name for the new template Adding services to a configuration template Once you have created a configuration template, you need to add services to it that will be applied to any entities created in that user container, either when they are added via the Provisioning Portal or, for existing users, when you click Apply Template to Entities. To add a service: 1. In Provisioning Management, select the customer container you want to add services to and click the configuration template tab. 2. In the Services section, click Add Service. 3. In Select Entity Type, select whether this service will apply to user or meeting room entities. 4. Choose the service you want to add from the dropdown menu. 5. Set the service parameters (see the individual section for each service on the following pages). Note that: Parameter entries are automatically saved. Multiple services can be added to any template. Clicking Apply Template to Entities applies the services and configurations in that configuration template to all entities in all containers that the configuration template is applied to. This overrides any manual changes to a user's settings or services that you have made directly in the Provisioning Portal. Apply template to entities runs as a background job; you can view the progress of the job, and any failures, in Administration > Background Jobs. See "Background Jobs" on page 100. Synergy SKY Administrator Guide 4.10 Page 31 of 115

32 2.7.3 Deleting services from a configuration template Deleting services from a configuration template You can delete services from templates by selecting the service tab and clicking Delete. This will immediately remove the service, and any other services that rely on it, from all entities that were provisioned with it Random number generation Random numbers in configuration templates can be generated for certain attributes by using the following syntax: $rand(min-max), i.e. $rand( )@int.synergysky.com. You can also use number pools to generate the number part of a URI. For more details see: "Number pools" on page 25. NOTE: Clicking on Apply template to entities in the configuration template will regenerate any random numbers for all entities where you have used this syntax to generate a number, for example, Cisco CMS call ID, host/guest pin Configuring service availability using billing plans If you have added your infrastructure at the root level, all services will be available to all customers by default. If you want to restrict the services available to certain customers, you can do this using billing plan configuration. For more information see "Using billing plans to configure service availability " on page SKY Admin Portal Login User entity only. This service gives the user access to the Synergy SKY Win Node administration web UI. Field Description Example First Name First name user attribute. {FirstName} Last Name Last name user attribute. {LastName} Access Start Point User Interface Language Select the level in the customer hierarchy that this user will have access to when they log into the SKY Admin Portal. Their access will be restricted to this customer container and everything below it. Select the admin portal UI language for users with this configuration template applied: English Norwegian Danish Note: If you are providing Admin Portal access to your customers, it is very important to change the default settings and lock down the access to menu options you do not want to expose to your customers SKY Provisioning Portal Login User entity only. This service gives the user access to the Synergy SKY Provisioning Portal. Field Description Example First Name First name user attribute. {FirstName} Last Name Last name user attribute. {LastName} Access Start Point User Interface Language Select the level in the customer hierarchy that this user will have access to when they log into the SKY Admin Portal. Their access will be restricted to this customer container and everything below it. Select the admin portal UI language for users with this configuration template applied: English Norwegian Danish Jabber Video User entity only. Synergy SKY Administrator Guide 4.10 Page 32 of 115

33 2.7.9 CMS Space Synergy SKY supports creating and editing Cisco Jabber Video clients (formerly known as Movi) through the TMSPE API. The TMS provisioning configuration templates for the Jabber clients must be defined in Cisco TMS. The Device Address Pattern in the Synergy SKY Provisioned Users folder in TMS must not be changed. Field Description Example Infrastructure Component The infrastructure component that the service is created on TMS Username The Jabber Video login username (without any domain) {firstname}.{lastname} URI The full URI, including the domain. The domain must be in the infrastructure component's list of allowed domains. Mail is used as an example so that users get the same Jabber address as their mail address. {mail} {firstname}. Description Descriptive name of the Cisco VMR {Firstname}.{Lastname}'s VMR CMS Space After selecting the CMS Space service, fill out the following service details: Field Description Example Infrastructure Component The infrastructure component that the service is created on. Cisco CMS Space Name The name of the Space, does not need to be unique. {ObjectName}'s Space Profile The Cisco CMS profile associated with this Space. Default call leg profile Owner User Name The user name of the Cisco CMS user that owns this Space. {FirstName} {LastName} Capacity The maximum number of simultaneous participants in the conference. 8 Click Add Subservice to add Access Methods to the Space Auto-generated Call IDs You can generate Call IDs for CMS Spaces using the following format in the template (given that you want to generate a number between and ), 6$rand( ). Note that the Call ID attribute for CMS is marked as unique attribute in Synergy SKY, so there is no risk of number clashes. Each random series is resolvable only once per service, so if you want to use a different random number for based on the same number range for two different attributes (for example, Call ID and Passcode) then you must use 6$rand( ) for the Call ID and 6$rand( ) for the Passcode - this will generate two different numbers. NOTE: Clicking on Apply template to entities in the configuration template will regenerate the random numbers for all entities where you have used this syntax to generate the call ID, therefore the call ID will change. If you want to have the same auto-generated number both in the URI and the Call ID, you can copy the attribute value from one attribute to another using the copy function $copy(attribute name)@example.com (attribute name for Cisco CMS Call ID is acanocallid ), so then the correct syntax would be $copy (acanocallid)@example.com. Field Description Example Display Name Name of the CMS Access Method. {ObjectName} URI The full URI, including the domain. The domain must be in the infrastructure component's list of allowed domains. {FirstName}. {LastName}@company.com Call ID Unique ID for Space for use by WebRTC client guest calls Profile The CMS profile associated with this access method. Example Passcode The conference will be protected by this passcode Synergy SKY Administrator Guide 4.10 Page 33 of 115

34 CMS User CMS User After selecting the CMS User service, fill out the following service details: Field Description Example Infrastructure Component The infrastructure component that the service is created on. Cisco CMS Display Name Display name of the CMS user. {ObjectName} First Name First name of the CMS user. {FirstName} Last Name Last name of the CMS user. {LastName} User Name The CMS user name. In this example it will be the first letter of the first name and the whole last name, i.e. JSmith. {FirstName[1]}{LastName} Synergy SKY Administrator Guide 4.10 Page 34 of 115

35 Pexip VMR Cisco CMS Syslog Receiver Admins can use the Synergy SKY Cisco CMS Syslog Receiver to enable functionality in Synergy SKY that allows individual users to create, edit and delete Spaces using their Cisco CMS client. For more information on implementing this functionality, contact your Synergy SKY representative Pexip VMR After selecting the Pexip VMR service, you need to fill out the service details. Field Description Example Infrastructure Component The infrastructure component that the service is created on. Pexip MGMT Capacity The maximum number of simultaneous participants in the conference. 8 Name Description The name of the Pexip VMR. This is used as the VMR name on the Pexip MCU. Note: Pexip VMR names must be unique. A description for the VMR - this field was previously mapped to the VMR's Name field on Pexip, but now maps to the Description field. {ObjectName}'s Pexip VMR {ObjectName}'s Pexip VMR Pin The conference will be protected with this PIN code Guest Pin Guests must provide this PIN to enter the conference Allow Guest Whether or not guests are allowed into the conference. Disable Max Callrate In The maximum call rate that is allowed for incoming calls to this conference Max Callrate Out The maximum call rate that is allowed for outgoing calls from this conference For the Pexip VMR you can add a subservice by clicking the Add Subservice button. This is where you define the Pexip Conference Alias. Field Description Example URI The full URI, including the domain. The domain must be in the infrastructure component's list of allowed domains. {FirstName}. {LastName}@example.org Description Descriptive name of the Pexip VMR alias {ObjectName}'s Alias Create Alias Without Domain If checked, the alias will be created with only URI User Part. Check the box You can use random number generation to populate the Pin, Guest Pin and URI prefix. Random numbers in configuration templates can be generated by using the following syntax: $rand(min-max), i.e. $rand( )@example.org. You can also use number pools to generate the number part of a URI. For more details see: "Number pools" on page 25. Synergy SKY Administrator Guide 4.10 Page 35 of 115

36 Cisco VMR Cisco VMR After selecting the Cisco VMR service, fill out the following service details: Field Description Example Infrastructure Component The infrastructure component that the service is created on. Cisco MCU 4510 URI The full URI, including the domain. The domain must be in the infrastructure component's list of allowed domains. The part must be a number. $rand( )@example.org Capacity The maximum number of simultaneous participants in the conference. 8 Description Descriptive name of the Cisco VMR. {Firstname}.{Lastname}'s VMR Maximum Video Ports The maximum number of simultaneous video participants in the conference. 5 Pin The conference will be protected with this PIN code Register With Gatekeeper Whether the VMR should be registered to a gatekeeper or not. Enable Synergy SKY Administrator Guide 4.10 Page 36 of 115

37 Microsoft Skype for Business Note that for Codian MCU the URI user part must be a number. Random numbers in configuration templates can be generated by using the following syntax: $rand(min-max), i.e. $rand( )@example.org. You can also use number pools to generate the number part of a Cisco VMR URI. For more details see: "Number pools" on page Cisco VMR behind Conductor If a Cisco VMR is located on an MCU that is behind a Cisco Conductor, the Conductor adds 6 random digits at the end of the conference name to make it unique. When processing the CDR, Synergy SKY removes these digits from the conference name so that it will match the actual conference name configured for the Cisco VMR service in the Provisioning Portal. Cisco MCU has a 31-character limitation for Conference Name, so in this case, Conductor replaces any characters after the 25th character with the random 6 digits, so that the conference name does not exceed 31 characters. This means that when the 6 random digits are stripped off by Synergy SKY during processing, the conference name no longer matches the conference name of the Cisco VMR service in Synergy SKY. For this reason, for MCUs behind a Conductor you need to restrict conference names to 25 characters or less, otherwise these conferences will never be matched Microsoft Skype for Business User entity only. Field Description Example Infrastructure component The infrastructure component the service is created on. Lync 2013 Description Descriptive name of the service. {ObjectName} URI The full URI, including the domain. The domain must be in the infrastructure component's list of allowed domains. {FirstName}. {LastName}@example.org Cisco VCS Registration After selecting the Cisco VCS Registration service, fill out the following service details: Field Description Example Infrastructure Component The infrastructure component that the service is created on. Cisco VCS Control Synergy SKY Administrator Guide 4.10 Page 37 of 115

38 Seevia Phonebook Field Description Example URI The full URI, including the domain. The domain must be in the infrastructure component's list of allowed domains. Note: The uri must be entered in lower case to ensure that calls can be matched correctly. {FirstName}. Description Descriptive name of the VCS Registration. {FirstName} {LastName} Contact Person The contact person for the VCS registrations. John Smith Investment Cost This is for future use in ie for ROI calculations. 0 For the Cisco VCS Registration you can add a subservice by clicking the Add Subservice button. Field Description Example URI The full URI, including the domain. The domain must be in the infrastructure component's list of allowed domains. Note: The uri must be entered in lower case to ensure that calls can be matched correctly. {FirstName}. {LastName}@example.org Alias Type Define the alias type (SIP/H.323/E164) H Seevia Phonebook After selecting the Seevia service, you need to fill out the service details. Synergy SKY Administrator Guide 4.10 Page 38 of 115

39 Polycom DMA Registration Field Description Example Seevia API The API to use when communicating with Seevia Service type to add to phonebook Defines the services types that should be added to the Seevia phonebook service CMS User Note: When adding CMS Access Methods to phonebook, only access methods with scope: Public will be displayed in Seevia Polycom DMA Registration After selecting the Polycom DMA Registration service, you need to fill out the service details. Field Description Example Infrastructure component The infrastructure component the service is created on Polycom DMA URI The full URI, including the domain. The domain must be in the infrastructure component's list of allowed domains. Note: The uri must be entered in lower case to ensure that calls can be matched correctly. {FirstName} Polycom DMA VMR User entity only. Synergy SKY Administrator Guide 4.10 Page 39 of 115

40 Cisco TelePresence VMR Note that this service is used for soft or Advanced provisioning only, for call matching purposes. See "Provisioning" on page 7. Field Description Example Infrastructure component The infrastructure component the service is created on Polycom DMA Conference Name The conference name of the Polycom DMA VMR Polycom Conference Cisco TelePresence VMR After selecting the Cisco VMR service, fill out the following service details: Field Description Example Infrastructure Component Select the Cisco TelePresence Server from the list. Cisco TPS Conference Name Specify the syntax for the conference name. {Firstname}.{Lastname}'s VMR Pexip Device Use this service to provision device registrations on the Pexip Management Node. Field Description Example Infrastructure Component The infrastructure component that the service is created on. Pexip MGMT Alias Description The full alias/uri including the domain. The domain must be in the infrastructure component's list of allowed domains. Descriptive name of the Pexip device. This is used as the device name on the Pexip MCU. Note: Pexip device names must be unique. p.{firstname} {ObjectName}'s Pexip Device User Name The user name of the owner of the device. p.{firstname} See also "Pexip Gateway calls" on page SKY Meeting Portal Login User entity only. Provisioning a user with this service provides them with a login to the Meeting Portal. Field Description Example First Name First name user attribute. {FirstName} Last Name Last name user attribute. {LastName} Administrator Users who are specified as administrators have access to view logs in the Meeting Portal. Checkbox Synergy SKY Administrator Guide 4.10 Page 40 of 115

41 2.8 s and templates Field Description Example Super User Access Start Point Users who are specified as Super Users can book meetings on behalf of other users: when they are logged into the Meeting Portal Schedule a Meeting page, the Organizer field will be available. Book-on-behalf-of privileges for super users in this customer container will be restricted to users in the customer container selected here and all containers below it. Checkbox Checkbox 2.8 s and templates You can configure Synergy SKY to send out the following s to entities and system users: Provisioned services Scheduling Password reset Scheduled reports Alerts The content of all Synergy SKY s (with the exception of alert s) is defined in templates that can be applied at any level in the customer hierarchy. You can choose to use one template for all customers, or you can adapt the template to one or more specific customer's requirements by editing it at that customer level in the hierarchy. By default the templates are branded with the Synergy SKY logo and sample text. There are two mailer services, both running on the Win Node, with responsibility for the different types: Mailer Service Type Win Node: Processing service Provisioned services Password reset Scheduled reports Alert s Win Node: Scheduling service Scheduling Editing the Win Node processing service mailer settings To edit the Win Node processing service mailer service settings: In the Win Node Admin UI, go to Administration > Global Settings > Settings. See: "Global Settings" on page Editing the Win Node scheduling service mailer settings To edit the Win Node Scheduling service mailer settings: 1. In the Win Node Admin UI, go to Provisioning Management. 2. Select the customer you want to edit the mailer settings for. 3. Click the Scheduling Template tab, and go to the Communications section of the template. Synergy SKY Administrator Guide 4.10 Page 41 of 115

42 2.8.3 Provisioned services s Provisioned services s Provisioned services s are generated from one template, configured at the customer level in Provisioning Management. They are sent to users according to rules configured for that customer. You can configure the templates so the s contain yours or your customers' company branding, and any text you want Provisioned services types There are three different provisioned service s: Type Welcome Send conditions The Welcome typically welcomes the user to Synergy SKY and provides details of all the services the user has been provisioned with. Welcome s are automatically generated and sent to a user the first time the user is added to Synergy SKY, if Send Welcome is ticked in the Rules for this customer. Welcome s can be generated and sent to users manually from the following pages: Administration > User Administration > User Actions > Send Welcome Provisioning Portal > Select user > Send Welcome Update Current Status The Update provides the user with details of any changes to their provisioned services, for example if a VMR PIN number or the URI of a VMR has been changed. Update s are automatically generated and sent to users every time one or more services are updated for a user, either manually in Provisioning Portal, or via the Provisioning API or another sync process, or by updating the configuration template for that customer then clicking on Apply Template to Entities. The Current Status provides details of all the services that the user is provisioned with. Current Status s can be generated and sent to users manually from the following pages: Administration > User Administration > User Actions >Send Current Status Provisioning Portal > Select user >Send Current Status Configuring the provisioned services rules You can choose to configure rules at the root level, so that the same rules apply for all customers, or you can configure different rules at different levels in the hierarchy. If there are no rules set on a folder, it inherits the rules set on the folder above, and so on. Note: If there are no rules configured on the root folder (or any folders below), no automated s will be sent to users. You can configure the following rules: Field Send automated s? Select which automated s will be sent Notify administrator of problems? Send copies of all provisioned services s? All services provisioned ok One or more services not provisioned ok Description Choose whether to send out provisioning services s automatically. If you select No here, you can send provisioning services s manually from the User Actions page or via the links on a user's page in Provisioning Portal. If Send automated s? is set to Yes, you can opt to only send automated Welcome s, or only send automated Updated services s. You can tick this option and enter an address that will receive an if there are errors when the system tries to generate the template. Only applies if Welcome and/or Updated services is ticked in the section above. You can tick this option and enter an address that will receive a copy of all automated s that are sent to users. Only applies if Welcome and/or Updated services is ticked in the section above. Select whether to send automated s if all services are provisioned ok. Only applies if Welcome and/or Updated services is ticked in the section above. Select whether to send automated s if one or more services are not provisioned ok. Only applies if Welcome and/or Updated services is ticked in the section above. Synergy SKY Administrator Guide 4.10 Page 42 of 115

43 2.8.3 Provisioned services s Adding, editing, and testing the provisioned services template To create an template for a new customer: 1. Go to the Win Node web admin UI. 2. By default there is no template text added when you first create a template at the customer level, so you need to copy the template text from the Root folder in the tree, so you have a template to edit: a. In Provisioning Management, click on the Root folder in the customer hierarchy. b. Click on the Templates tab. c. Select template Provisioned services from the dropdown menu to display the default template content. d. Copy the template content to a text file. 3. Click on the customer container where you want to configure the template. 4. Click Templates. 5. In the template dropdown menu, select Provisioned services. 6. Copy the default template text from the text file you created in step 2d and paste it into the template window. To edit an existing template: 1. Go to the Win Node web admin UI. 2. Click on the customer container where you want to edit the template. 3. Click Templates. 4. In the template dropdown menu, select Provisioned services. 5. In the template tab, edit the template text. To test how the provisioned services will look depending on which services are configured for a user: 1. Go to the Win Node web admin UI. 2. Click on the customer container where you want to configure the template. 3. Click Templates. 4. In the template dropdown menu, select Provisioned services. 5. Ensure you have template content in the template window - see section on creating a new template above. 6. Click on the Template testing tab, and select the combination of services you want to test, then click one of the three Test... buttons to see how the will look. Synergy SKY Administrator Guide 4.10 Page 43 of 115

44 2.8.4 Scheduling s Scheduling s There is one template that is used for all the s sent for Scheduling. The text of the changes depending on the scenario and the HTML in the . Type New meeting Updated meeting Canceled meeting Meeting end notification Send conditions When a meeting is scheduled, the organizer and all participants receive this invitation . When the organizer updates the meeting to change date/time/connection settings, all participants received this update . If the organizer deletes the meeting, all participants received this meeting cancellation . If meeting end notification is enabled for this customer in the Scheduling Template, and the meeting organizer ticks Meeting end notification when booking the meeting, this is the sent out to the organizer the number of minutes before the end of the meeting specified in the Scheduling Template Editing the Scheduling template To edit the scheduling template: 1. In the Win Node Admin UI, go to Provisioning Management. 2. Select the customer you want to edit the scheduling template for. 3. Click the Scheduling Template tab, and go to the section of the template at the bottom Working with the provisioned services and scheduling template engine This template is heavily customizable, so you can create the look and feel that reflects different customers' branding. You can use the template testing function to preview the template on-the-fly, and check if you have entered the syntax correctly. There is a help tab in the UI that provides specific attribute information for the scheduling s; attribute information for the provisioned services is included below Structure The template is structured with the subject tags and content, and then the body tags and content. section Subject Body Tags <t:subjectline> </t:subjectline> <t:bodyhtml> </t:bodyhtml> The bulk of the inside the body tags uses a table format. It is essential that the syntax of the template is well formed, and that all tags are closed. If there are errors in the syntax of the template, the s will not be sent Looping You can add syntax to the template so that it "loops" or iterates through the services that apply to an entity, or the participants invited to a meeting, and outputs the HTML accordingly. Here is an example of the syntax used to loop through all the services for an entity: <t:repeat for="service" in="service.allservices"> </t:repeat> Everything between the start and end tags will be repeated according to how many services there are. To reference the service that is in scope for this iteration, you use the service reference. See "Provisional service attributes" on page 46 for more details. Synergy SKY Administrator Guide 4.10 Page 44 of 115

45 2.8.5 Working with the provisioned services and scheduling template engine You can loop the following provisioned service collections: service.allservices service.updatedservices Conditional statements The templates support conditional statements so that one template can be used for multiple scenarios. These are IF statements, and allow you to implement conditional branches in your template. The syntax of a conditional statement is: <t:if leftattributename="service.classes" rightattributename="carriedpeeracanouserlogin" operator="contains"> </t:if> Everything between the start and end tag will be output if the condition is met. You can use the following operator values: equals notequals contains notcontains Here is an example of a conditional statement from the Provisional Service template that defines whether the Welcome, Update, or Current Status content will be used in the <t:if leftattributename="receiver.state" operator="equals" rightattributename="added"> Synergy SKY - Welcome<t:a>receiver.firstname</t:a> <t:a>receiver.lastname</t:a> </t:if> <t:if leftattributename="receiver.state" operator="equals" rightattributename="updated"> Synergy SKY - Your user has been updated<t:a>receiver.firstname</t:a> <t:a>receiver.lastname</t:a> </t:if> <t:if leftattributename="receiver.state" operator="equals" rightattributename="current"> Synergy SKY - Your current service status<t:a>receiver.firstname</t:a> <t:a>receiver.lastname</t:a> </t:if> Ignore functionality The mailer includes logic for ignoring certain scenarios. For example, if you want to ignore an update to a Cisco CMS Space for a particular customer, or stop all service update s from going out to a customer, you can add an ignore rule on the Com Node that is running the Mailer service. If you require this functionality, contact Synergy SKY to discuss having this implemented as a professional service template classes and attributes Provisional service classes When iterating through services in the template, you must check which type (class) the service is in order to output the correct attributes as detailed in the table below. This can be done in the following way: <t:if leftattributename="service.classes" rightattributename="skyschedulingportallogin" operator="contains"> //Write the HTML code here </t:if> Synergy SKY Administrator Guide 4.10 Page 45 of 115

46 2.8.5 Working with the provisioned services and scheduling template engine Class carriedpeeracanouserlogin carriedpeermulticoncurrentacanocospace carriedpeeraliasacanoaccessmethod carriedpeermulticoncurrentpexipvmr carriedpeermulticoncurrentaliaspexipconferencealias carriedpeermulticoncurrentciscocodian carriedpeerciscovcsregistration carriedpeeraliasciscovcsregistration carriedpeermicrosoftlync carriedpeerpolycomdmaregistration carriedpeermulticoncurrentpolycomdmavmr carriedpeerciscojabbervideo skyschedulingportallogin skycustomerserviceportallogin skyportallogin Description Cisco CMS user login Cisco CMS Space Cisco CMS access method Pexip VMR Pexip VMR alias Cisco Codian VMR Cisco VCS registration Cisco VCS registration alias Microsoft Lync / Skype4Business Polycom DMA registration Polycom DMA/RMX VMR Cisco Jabber Video Synergy SKY Scheduling portal login Synergy SKY Provisioning portal login Synergy SKY Admin portal login Provisional service attributes All attributes in the table below with the service. prefix relate to the classes described in the table above, and can only be used when iterating through the list of services. Some attributes are specific to certain classes, whereas others can be used for all classes. The ones that are not applicable to any classes (marked with N/A in the table below) can be used anywhere in the template. The "receiver." prefix is global and relates to who is going to receive the . You cannot loop through these attributes. To output the value of a specific attribute in HTML, the t:a tag needs to enclose the attribute like this: <t:a>service.objectname</t:a> Attribute Description Applicable to classes receiver.firstname The receiver s first name N/A receiver.lastname The receiver s last name N/A receiver.state receiver.hasupdatedservices Whether the user has been added, or updated, or requires an overview of current services. Applicable values: added update current Whether any of the user s services have been updated N/A N/A service.hasactiveservices Whether the user has any active services N/A service.hasdeletedservices Indicates whether there are deleted services (true/false). N/A service.allservices A list containing all services for the user N/A service.updatedservice A list containing the services that have been updated for this user N/A service.classes The classes (or types) this service All service.uri The uri of the service (available on all services) All service.objectname service.firstname service.lastname The object name on the service (available on services containing this information) The first name on the service (available on services containing this information) The last name on the service (available on services containing this information) All carriedpeeracanouserlogin carriedpeeracanouserlogin Synergy SKY Administrator Guide 4.10 Page 46 of 115

47 2.8.6 Password reset, scheduled report and alert s Attribute Description Applicable to classes service.acanoxmppusername The xmpp username on Cisco CMS user service carriedpeeracanouserlogin service.acanopasscode The passcode on Cisco CMS access method carriedpeeraliasacanoaccessmethod service.acanocallid The CallId on Cisco CMS access method carriedpeeraliasacanoaccessmethod service.acanosecret The secret key on Cisco CMS access method carriedpeeraliasacanoaccessmethod service.pexipvmrpin The PIN code on a Pexip VMR carriedpeermulticoncurrentpexipvmr service.pexipvmrallowguests Whether the allow guests is set on a Pexip VMR carriedpeermulticoncurrentpexipvmr service.pexipvmrguestpin The guest PIN on a Pexip VMR carriedpeermulticoncurrentpexipvmr service.pexipvmrmaxcallratein The max call rate in on a Pexip VMR carriedpeermulticoncurrentpexipvmr service.pexipvmrmaxcallrateout The max call rate out on a pexip VMR carriedpeermulticoncurrentpexipvmr service.carriedpeermulticoncurrentcapacity The maximum number of participant (capacity) on a Pexip VMR carriedpeermulticoncurrentpexipvmr service.ciscocodianconferencename The name of a Cisco Codian VMR carriedpeermulticoncurrentciscocodian service.ciscocodianpin The PIN code of a Cisco Codian VMR carriedpeermulticoncurrentciscocodian service.ciscovcscontactperson The person added as a contact on a Cisco VCS registration service carriedpeerciscovcsregistration service.ciscovcslocation The location of a Cisco VCS registration carriedpeerciscovcsregistration service.uriprotocol The alias type of a Cisco VCS registration (sip, h323 or e164) carriedpeerciscovcsregistration, carriedpeeraliasciscovcsregistration service.polycomdmavmrconferencename The conference name of a Polycom DMA/RMX VMR carriedpeermulticoncurrentpolycomdmavmr Best practices Follow these rules when editing the provisioned services and scheduling templates to avoid making simple mistakes that can stop the s from being sent out: Keep backups: Copy and paste the content of the template into a text file before you make any changes so you can revert back to the original template content if your changes stop the s from being sent out. Use indentation: Correct indentation makes it easier to see the flow and logic of a template and can help when trying to identify issues with your XML statements. Close all tags: The template engine is strict, so if your XML and HTML is incorrect, the s will not be sent. Make sure all tags (XML and HTML) are closed. Indentation can help with this. Close string values: Ensure that any values that are enclosed in quotes, for example: width= 50px, have both opening and closing quotes. Do not use CSS styles: CSS styles display differently depending on the recipient's client, and in some cases will not work at all. To apply styling, specify the attributes directly in the HTML templates Password reset, scheduled report and alert s The following s are generated and sent by the Win Node Processing service: Type Send conditions Template used Password reset When Send Password Reset is clicked for a user in the Provisioning Portal. Password reset Scheduled reports When a user subscribes to a report, it is sent out via at the configured date and time. Scheduled report Alerts When an alert event that a user is subscribed to via an Alert Rule occurs. No template, the content cannot be edited Editing the password reset and scheduled report templates To edit the password reset and scheduled report templates: 1. Go to the Win Node web admin UI. 2. Click on the customer container where you want to edit the template. 3. Click Templates. 4. In the templates tab, select the template from the dropdown menu. You can edit all text that is not between the % symbols. You can remove the % attributes if you do not want them to display in your s. Synergy SKY Administrator Guide 4.10 Page 47 of 115

48 2.8.7 Troubleshooting Here is some example text for each Password Reset Dear %FIRSTNAME% %LASTNAME%, You have requested to reset your Synergy SKY password. Username: %USERNAME% Company: %CUSTOMERNAME% Please click this link to provide a new password: Best Regards, Your Service Provider Scheduled Report Dear %FIRSTNAME% %LASTNAME%, Please find attached your report: %REPORTNAME% Best Regards, Your Service Provider Note: It is not possible to edit the Alert template Troubleshooting To view information on the status of s that have been sent, check Administration > Logs > Message Log. See " s and templates" on page 106 for information on troubleshooting problems relating to s and templates. 2.9 Provisioning users and meeting rooms Provisioning Portal The Provisioning Portal is where you add users and meeting rooms (known as entities) and provision them with the infrastructure services that you created in Provisioning Management. The customer containers you created in Provisioning Management are visible as the same customer hierarchy in the Provisioning Portal. (See "Creating the customer hierarchy" on page 16). Once entities are added, you can search for them in the Provisioning Portal using: all or part of their name. all or part of their address. display name (objectname). uri of a service created under the entity. Cisco CMS CallId. The first 20 matching entries are displayed. Note: If your entity contains non-standard characters for example: æ, ø, å; Synergy SKY strips out these characters if they are used to generate the URI or other dial string in services provisioned to infrastructure components. This is because most endpoints cannot dial non-standard characters, so this avoids provisioning services endpoints cannot dial Accessing the Provisioning Portal There are two ways to access the provisioning portal: In the Win Node web interface. click Provisioning Portal.. Type: Node]/CustomerServicePortal/ in a browser window. Synergy SKY Administrator Guide 4.10 Page 48 of 115

49 2.9.2 Adding a meeting room Adding a meeting room In the Provisioning Portal: 1. Click Add Meeting Room 2. In the dropdown menu: select the container group where you want to add the meeting room. 3. Click Next. 4. Fill out the fields as follows: Variable Name Number of chairs in this room External Calendar System External Calendar System Reference Automatic Dial Out Display in Global Directory Administrator Extra Attribute 1-5 Description This is the Display Name. The physical capacity of the meeting room. Scheduling with Exchange only: select the customer's Exchange server from the dropdown. Scheduling with Exchange only: The Exchange address of the meeting room resource. Scheduling only: Specify whether this meeting room should be automatically dialed at meeting start time when it is scheduled in a meeting. Scheduling: If this is ticked, the meeting room will be included in all Meeting Portal room search results, regardless of which customer the meeting room has been created under in the customer hierarchy. If this is not ticked, the meeting room will only display in search results if the logged in user has access to the customer container where the meeting room has been added. The address of the meeting room administrator who will receive meeting details in an if the meeting room is scheduled in a meeting. (Optional field, only valid if Scheduling is enabled.) Values that correspond with the fields where you have used Extra Attributes in configuration templates. 5. Click Save Adding users In the Provisioning Portal: 1. Click Add user 2. In the dropdown menu: select the container group where you want to add the user. 3. Click Next. 4. Fill out the fields as follows: Variable Display Name First Name Last Name ExtraAttribute1-5 Description This is the Display Name. The user's first name. The user's last name. The user's address. (This is the unique identifier for the user in Synergy SKY so you cannot use the same address for more than one user.) Values that correspond with the fields where you have used Extra Attributes in configuration templates. 5. Click Save. If a configuration template is applied to the customer folder where you add the user, all the services in the configuration template will be created for the user when you click Save. You need to be sure you have populated all the fields required by the configuration template, for example the Extra Attribute fields, if these have been included as parameters in the configuration template, otherwise you will get an error. See also "Configuration templates" on page 30. You can configure Synergy SKY to send provisioned services s to users when they are added, for more details see " s and templates" on page 41. For the Synergy SKY Admin Portal Login and Synergy SKY Provisioning Portal services, you can define the Access Start Point. This setting defines the user's access point in the provisioning management tree structure. In the Provisioning Portal, the user will only have access to create/edit/delete services on this level and below. Synergy SKY Administrator Guide 4.10 Page 49 of 115

50 2.9.4 User passwords Users with Synergy SKY Admin Portal Login access can only access information in Synergy SKY at the folder specified as the Access Start Point level and below. Note: If you are providing Synergy SKY Admin Portal access to your customers, it is very important to change the default settings and lock down the access to menu options you do not want your customers to see. See "User Administration" on page 95 for more details User passwords All user entities in Synergy SKY have one password that is applied to all services configured for the user entity including: SKY Admin Portal Login SKY Provisioning Portal Login SKY Meeting Portal Login CMS User (used to log into the Cisco Meeting client) After the user is created, their password needs to be set before they can log into any of these services Setting the user password These are the methods for setting the user password: Include a link to the Password Reset Portal ( in the Provisional Service template. See " s and templates" on page 41. Manually set it for the user in one of two ways: o Go to Administration > Set entity password o View the entity in Provisioning Portal and click on Send password reset Setting password security You can choose to implement password security settings including: Minimum Password Length Minimum Number of Digits in Passwords Minimum Number of Special Characters in Passwords Require Mixed Case Passwords Failed Login Attempts Before Block Block Duration (Minutes) Web Session Expiration Time (Minutes) For more details see the Security Settings section in "Global Settings" on page Deleting users Users cannot be permanently deleted from Synergy SKY, instead they are deactivated. This is because data relating to old users still needs to be available for historical reporting and billing purposes. Users can be deactivated by administrators with equal or higher access in the administration portal. To deactivate a user: 1. In the Provisioning Portal, search for the user you want to deactivate. 2. Click Deactivate account Importing users from infrastructure components You can also import existing users from infrastructure components. For more information, contact your Synergy SKY representative Importing users from a csv file You can do a batch import of users in the Provisioning Portal by importing a CSV file. Synergy SKY Administrator Guide 4.10 Page 50 of 115

51 2.9.7 Importing users from a csv file Constructing the CSV file For each user that you import, you must enter: displayname firstname lastname In addition, the CSV file can contain up to 5 ExtraAttribute fields, in the format of "ExtraAttribute<N>" where N can be 1 through 5 that you can use for other data in the configuration template, such as host/guest pin, E164 number, department etc. Examples: {ExtraAttribute1}@company.com {ExtraAttribute2} to use as a passcode {ExtraAttribute3} as part of a service name for example: {ExtraAttribute3}'s VMR Example file displayname,firstname,lastname, ,extraattribute1,extraattribute2,extraattribute3,extraattribu te4,extraattribute5 Peter Johnson,Peter,Johnson,pj@example.org, ,6725,,, John Smith,John,Smith,js@example.org, ,9639,,, Triggering a CSV import 1. Create and save a csv file containing the users you want to import according to the description and example below. 2. In the Provisioning Portalclick Import Users in the upper right corner. 3. In Select Group, choose the customer container you want to import the users to. 4. Click Select to browse to the csv file. 5. Click Import. The import runs as a background job; you can follow the progress of the import in Administration > Background Jobs. This will also log any failures. See "Background Jobs" on page CSV table description for entity import Field Name Example Description displayname Peter Johnson The display name of the entity firstname Peter First name of the entity lastname Johnson Last name of the entity pj@example.org of the entity ExtraAttribute e.g. E.164 Alias ExtraAttribute e.g. Passcode Synergy SKY Administrator Guide 4.10 Page 51 of 115

52 2.9.8 Importing users from Active Directory Field Name Example Description ExtraAttribute3 Peter e.g. firstname ExtraAttribute4 Accounting e.g. department name ExtraAttribute e.g. Guest Pin Importing users from Active Directory The Active Directory (AD) synchronizer offers a one way synchronization from one or multiple Active Directories to Synergy SKY. This means that users in an end customer s AD will automatically be added to Synergy SKY, and whenever they are deleted from AD they will also be removed from Synergy SKY, and their services will be de-provisioned. Users can be imported from specified AD Security Groups and Organizational Units either in a Service AD hosted by the Service Provider, or from a customer's on-premise AD. The following information is pulled from AD and used when creating the users: First name Last name Display name address Mobile phone number (ExtraAttribute1 in Synergy SKY) samaccountname (ExtraAttribute2 in Synergy SKY) Note: Passwords are not imported from AD. The users will get a random password that can be changed using the password reset link Configuring AD Sync The AD sync tool is a standalone service and configurator that runs on the Synergy SKY Win Node. To configure the service: 1. Go to C:\SynergySky\ADSyncServiceConfig and click SynergySKY-ADSyncServiceConfig.exe to launch the configurator. 2. Complete the configuration in the configurator as follows: Section Logging Interval Settings Description Specify whether to enable event logging, and detailed logging, and how big the log file can get before it rolls over. Log files are located here by default: C:\SynergySKY\ADsyncService\Logs The service does a full AD sync once per day at the time specified here. Note that a full sync may create some load on the Domain Controller, depending on the number of users you have in AD: Therefore we recommend that you schedule the daily sync for non-business hours. In addition you can enable polling for updates at configurable time intervals. Provisioning API Settings Enter the provisioning API settings for your Synergy SKY platform. You can find the settings in the Synergy SKY install folder - the default location is here: C:\SynergySKY\CustomerServicePortal\Config Active Directory connectors Synergy SKY Group Folder This is where you add new connectors, or select the one you want to use. When adding a new connector, specify the settings and select whether you want to filter users by AD group (security group) or LDAP path (ou path). You can add multiple connectors. Note: The service user account must be a domain user account. Specify the group in the Synergy SKY customer hierarchy that this AD connector will add and sync users to. 3. Click Save changes then Start to start the service. The first sync happens when the service starts up, and subsequent syncs happen at the scheduled time. Note: The AD sync service uses port 389 (LDAP) for the connection towards the Domain Controller. It also supports LDAPS on port 636. For Service Providers with a customer that wants to import users from their AD, if you want the AD service installed in your service provider network rather than locally at the customer site, you need to have an incoming LDAPS connection from the AD Sync service to the customer's AD. Synergy SKY Administrator Guide 4.10 Page 52 of 115

53 2.9.8 Importing users from Active Directory Example configuration: Using Enable Polling for Updates You must configure the service account as follows if you want to use the Enable Polling for Updates option: To use the DirSync control, caller must have the 'directory get changes' right assigned on the root of the partition being monitored. By default, this right is assigned to the Administrator and LocalSystem accounts on domain controllers. The caller must also have the DS - Replication - Get - Changes extended control access right. Note: The DirSync component that Synergy SKY uses to detect changes does not detect that a user is removed from a security group. It may therefore take up to 24 hours (next full sync) before a user is removed from Synergy SKY when it s removed from an AD group. However removing a user from an OU is detected immediately. Synergy SKY Administrator Guide 4.10 Page 53 of 115

54 3: Reporting and Billing This chapter describes how Reporting and Billing data is generated and how to generate reports and invoices. 3.1 Call matching Reporting Billing 77 Synergy SKY Administrator Guide 4.10 Page 54 of 115

55 3.1 Call matching Synergy SKY generates reports and invoices based on matching calls to customers. If you have not configured your customer hierarchy, infrastructure and services correctly, Synergy SKY will not be able to accurately match calls to customers, and the unmatched call data will be missing from reports and invoices How does it work? Synergy SKY collects or 'harvests' call detail records (CDRs) from the infrastructure that has been added to the platform. The CDRs are harvested in raw format, and processed for use in reporting and billing. Synergy SKY tries to match each processed call to a service provisioned to a user or meeting-room entity as follows: Call type Call control calls: Value matched on Source and destination alias. Cisco VCS Registration Polycom DMA Registration Cisco CMS Space Cisco CMS Client Pexip Device.Other VMRs: cospaceid: The unique ID for the Space on the MCU, in the format: efd402a4-20b b0c af93d visible in the Cisco CMS API URL: Cisco CMS also sends the Space name in the CDRs but this value is not unique so it is not used for matching. Display Name of the user's Cisco CMS client service. See "Pexip Gateway calls" on the next page Conference name. Pexip VMR Cisco VMR Polycom DMA VMR If there is no matching service, the call will not be visible in the customer reports, and will be listed under My Worklist. Example call matching scenario for a user 'John Doe' who has two services enabled: Service An endpoint registration with uri: john.doe@synergysky.com How the calls are matched Processed CDRs from a call control device with either a source or destination alias matching the john.doe@synergysky.com uri, will be matched to John Doe s soft video client service. A personal virtual meeting room called: John Doe s meeting room. Processed CDRs from an MCU to and from John Doe s meeting room will be matched to his personal virtual meeting room service. Note: Synergy SKY will not try to link calls to an E.164 alias. This is because the same E.164 alias could be used by several different external callers, which could result in these calls being matched to the wrong customer in Synergy SKY. To enable E.164 alias matching at your own risk, add this line to the Synergy Processing Service's configuration file: <add key="enablee164matching" value="true" />. Synergy SKY Administrator Guide 4.10 Page 55 of 115

56 3.1.2 How do I ensure that all calls can be matched to a customer? Excluding infrastructure components from CDR harvesting You can choose to exclude one or multiple infrastructure devices from CDR Harvesting. To configure this: 1. Go to C:\SynergySKY\HarvestService\config\appSettings 2. Add this line: <add key="excludefromcdrharvesting" value="1,2,3"/> inserting the System ID of the infrastructure component as the value. For multiple components, use comma separation Manually activating call matching to attempt to rematch unmatched calls Synergy SKY attempts to match each call only once. If the call could not be matched, and you then create a corresponding service to match the call to the customer, all future calls will be matched towards this service/customer, but any old unmatched calls will not automatically be matched. You can set the call matching to run again once you have created services for a customer as follows: 1. In the Win Node Admin Web interface, go to: o My Worklist > Unmatched Calls o My Worklist > Unmatched MCU Conferences 2. Click Rematch unmatched calls. This will rematch all calls within the time period selected in Administration > Global Settings > Ignore unmatched calls older than (days). All calls that could not be matched on the first attempt will appear in the Unmatched Calls or the Unmatched MCU Conferences report with a Next Linking Attempt timestamp of year How do I ensure that all calls can be matched to a customer? All calls need to have a URI either incoming or outgoing, or a conference name that can be matched to a service belonging to an entity within a customer container in Synergy SKY. Adding in MCUs that contain years worth of CDRs can lead to a lot of unmatched data. This old data can be matched to customers manually by creating configuration templates that contain those conference URI patterns. Call matching attempts occur only once for each call, so you need to reset the call linking attempt and match the data to the newly created services as detailed above Cisco VMR on MCU behind Conductor If a Cisco VMR is located on an MCU that is behind a Cisco Conductor, the Conductor adds 6 random digits at the end of the conference name to make it unique. When processing the CDR, Synergy SKY removes these digits from the conference name so that it will match the actual conference name configured for the Cisco VMR service in the Provisioning Portal. Cisco MCU has a 31-character limitation for Conference Name, so in this case, Conductor replaces any characters after the 25th character with the random 6 digits, so that the conference name does not exceed 31 characters. This means that when the 6 random digits are stripped off by Synergy SKY during processing, the conference name no longer matches the conference name of the Cisco VMR service in Synergy SKY. For this reason, for MCUs behind a Conductor you need to restrict conference names to 25 characters or less, otherwise these conferences will never be matched Pexip Gateway calls To match Pexip Gateway calls, you must add gateway rules in Synergy SKY on the Win Node in Provisioning Management > click on the customer folder > Gateway Rules Synergy SKY Administrator Guide 4.10 Page 56 of 115

57 3.1.5 ISDN Gateway calls The Gateway rules defined here must match the gateway rule(s) added on the Pexip Management Node under Service configuration > Call routing: In Synergy SKY the conference name of a Pexip gateway call is displayed in reports in the following format: From Pexip client:7bd892b7-aa4c-490a-8bbe-4a4572b70d97: Pexip gateway calls are matched in the following prioritized order: 1. If the initiating/first participant is a provisioned Pexip Device alias service in Synergy SKY, match the call to the entity that owns that service. 2. If the initiating/first participant is not a provisioned Pexip Device alias, check whether there are gateway rules matching the conference name. If the conference name prefix (up until the : matches a rule, then match the call to the customer where that gateway rule is set in Synergy SKY. Note that the conference names from Pexip will be replaced with either: 1. the description of the provisioned Pexip Device or 2. the name of the Gateway rule ISDN Gateway calls ISDN calls are matched to a corresponding VCS/DMA call based on the calling/called number and the connect and disconnect times. It is therefore essential that the VCS/DMA and ISDN Gateway are synchronized to the same NTP server, and that the ISDN gateway (if Cisco Codian) has its UTC offset set to My Worklist My Worklist displays all calls that are not matched to a customer. For a call to be defined as unmatched, neither the origin nor the destination address, or the conference name, could be matched to a customer in Synergy SKY. Synergy SKY Administrator Guide 4.10 Page 57 of 115

58 3.2 Reporting Unmatched Calls Call control calls that could not be matched to a customer. You can choose to view Unmatched or Partly matched calls. A maximum of calls is displayed Incomplete MCU Calls MCU conferences where for some reason no conference end event was received by Synergy SKY. These conferences can be flagged as ended manually by selecting the conference, and then adding an end timestamp either for the conference or for the participant for which there was no end event Customers with expiring/expired billing plans Customers that do not have a billing plan assigned to them, or whose billing plan will expire up to 3 months from today Unmatched MCU Conferences MCU conferences that could not be matched to any customer Unmatched ISDN Calls ISDN calls that could not be matched with any VCS/DMA calls Provisioning Status Failed and pending provisioning tasks. 3.2 Reporting Synergy SKY retrieves call data from all infrastructure devices that have been added to the platform. This call data is stored in the database, then processed and, if possible, matched to customers in Synergy SKY. (See "Call matching" on page 55 for more details.) Reports are accessed via the Win Node web interface, under Reports. Unmatched calls are listed under My Worklist. The following apply to all generated reports: You can export all Synergy SKY reports as csv files by clicking on the Excel icon in the lower right corner. The logged-in user can subscribe to all Synergy SKY reports by clicking Subscribe to this report. This adds the report to the My Reports menu, and generates and s the user a PDF of the report on the specified date. Call data that cannot be matched to any customer will still be visible when generating a report without specifying a customer (if All or Unmatched is selected). For conferences that span a 2-day date range, for example starting on 30 November at 22:00 and ending on 1 December at 04:00, the conference will be counted in Number of Meetings for both days (and in this case, both months) Custom reporting framework The custom reporting framework allows customers to request reports from Synergy SKY as a professional service, that are created and customized according to their specific requirements. This framework provides more flexibility in the way the data gathered by Synergy SKY can be presented in reports, and includes the ability to gather data from external systems for correlation with the Synergy SKY data. To discuss and request purchasing custom reports, contact your Synergy SKY representative Call Reports The data in these reports is gathered from the call control and PSTN components you have added into Synergy SKY, such as a Cisco VCS, Polycom DMA, Microsoft Skype for Business, or an ISDN Gateway. You can view call reports for your entire customer hierarchy or you can filter at the customer level. Synergy SKY Administrator Guide 4.10 Page 58 of 115

59 3.2.2 Call Reports Call Detail Records This report lists all calls that were routed through any of the call control devices in Synergy SKY. You can filter on the following: Origin or destination of the call Customer Call Control device Date range Minimum duration Call type To generate the report once you have selected the filters, click Search. The calls are displayed in a table that contains the following information for each call: Item Internal hop count Start time End time Duration Origin alias Destination alias Traversal call Desription The number of call control devices the call was routed through. Only devices that have been added into Synergy SKY are counted. The time the call was initiated. The time the call ended. The duration of the call. The source URI. The destination URI. True or false depending on whether the call was routed through a VCS Expressway. Expanding a call using the arrow to its left displays the following additional fields for each call leg: Item Component Source Customer Destination Customer Call connected Description The call control system the call was routed through. The customer in Synergy SKY that the origin alias is matched to. The customer in Synergy SKY that the destination alias is matched to. Connection status. Clicking the Details link to the right of one of the call legs displays the following additional fields for each call leg: Item BW requested BW allocated Route Protocols Get XML Description Requested bandwidth. Connected bandwidth. Call route on the infrastructure component. Protocols and interworking information. Displays all the data for the call as an XML file. Note: This data is affected by the setting Administration > Global Settings > Delete raw CDR data older than (days). The XML data is in the raw CDR data table in the SQL database, so be aware that if you set this setting to a low number of days, XML data for calls older than that number of days will no longer be retrievable from the database when clicking the Get XML link. The MCU Call Details link in the furthest column to the right in the table row is visible for all calls that were hosted on an MCU. Clicking this link opens a window for that call displaying the following fields: Item Conference Customer Conference Type Unique Participants Max Simultaneous Participants Total Participants Description The name of the conference. The customer that the conference is linked to. Whether the conference is ad-hoc or scheduled. The number of unique participants that have been part of the conference. The maximum number of participants that have been in the conference at the same time. The total number of participants. Connected and disconnected participants are counted the number of time they have joined the conference. Synergy SKY Administrator Guide 4.10 Page 59 of 115

60 3.2.2 Call Reports Expanding the conference shows each participant and the time that they Connected and Disconnected, and the Duration in minutes. The Show Timeline link opens a new window displaying when participants connected and disconnected. The CDR Details link to the right of each participant opens a window displaying selected fields from the tables above Total Usage Over Time This report shows the total usage, either by number of minutes or by number of calls, for all call control devices, for a specified time period. You can group the data by month, week, day, or hour. In the example below, you can see the total number of calls that took place each day for all customers during the last month: Call Distribution This report groups calls or minutes for all call control devices by hour, weekday, day of month, or month. This means that you can quickly see patterns of usage and peak usage times, for example, that most calls happen on a Tuesday, or that users spend more minutes on calls that take place between 10:00 and 13:00. Note: If there is no usage on a particular day, this day will not be shown in the report. Synergy SKY Administrator Guide 4.10 Page 60 of 115

61 3.2.2 Call Reports In the example below, you can see that peak usage in minutes for the Root Service Provider (all customers) from 28 April May 2015, across all call control devices, occurs on Wednesdays: However, looking at the number of calls for the same selected customer and time period, the day when most calls are made is Tuesdays: Synergy SKY Administrator Guide 4.10 Page 61 of 115

62 3.2.2 Call Reports Endpoint Utilization This report shows the usage per individual endpoint, either by number of minutes or by number of calls, for a specified time period. Both incoming and outgoing calls are displayed by default. To view data for calls in one direction only, click on the Incoming and Outgoing legend links at the bottom of the graph. All applicable provisioned services are displayed in this report, including those that have not participated in any calls. Note that: Deleted services and entities are marked as deleted (and only shown if they have been in calls). Services with sub-services (for example Cisco VCS registration: SIP and E164 aliases) are grouped together as one line. In this example, you can see the total number of minutes each endpoint was in incoming and outgoing calls for the period 28 April May 2015, for customer Synergy SKY (production): Group Utilization This report shows the utilization in minutes, calls or allocated bandwidth for all groups under the selected customer container, or for all entities within a customer group, depending on the Select Customer parameter. For example, selecting the Root Service Provider (the top level container) will display utilization data for all containers under that container. Selecting one customer will display utilization data for any groups created under the customer container. Selecting a bottom-level group will display utilization for all entities within that group Utilization for groups within a customer In this example, the Synergy SKY (production) customer contains 3 groups: Employees Meeting Rooms Test Group Synergy SKY Administrator Guide 4.10 Page 62 of 115

63 3.2.2 Call Reports The report displays the number of incoming, outgoing and internal calls made by each group between 29 April 2015 and 29 May 2015: Incoming: Calls to a member of the group from a member of another group within the customer, or from an external participant. Outgoing: Calls made from a member of the group to a member of another group within the customer or to an external participant. Internal: Calls made from one member of the group to another member of the same group Utilization for entities within a customer group If you drill down further to look at the utilization per entity, the data is represented slightly differently. Synergy SKY Administrator Guide 4.10 Page 63 of 115

64 3.2.2 Call Reports Meeting room entities This report shows calls per entity for the Meeting Rooms group underneath the Synergy SKY (production) customer for the same time period: Incoming: Any incoming call to that meeting room, Outgoing: Any outgoing call from that meeting room. There are no Internal calls displayed, as Internal here would represent a call from the meeting room system to itself. User entities For the employees group under the Synergy SKY (production) customer, it is different again, as user entities can have several services provisioned to them: Synergy SKY Administrator Guide 4.10 Page 64 of 115

65 3.2.2 Call Reports Incoming: Any call to the user from another member of the same group, or a member of another group, or an external participant. Outgoing: Any call from the user to another member of the same group, or a member of another group or an external participant. Internal: Any call where the user called from, for example, their physical endpoint into their Cisco CMS Space. Note: To filter out one of the call types from the report, click on Incoming, Outgoing, or Internal in the legend at the bottom of the graph ISDN Call Reports This report lists all inbound ISDN to IP calls where both the following apply: The call was routed through a VCS that has been added to Synergy SKY. The call could be matched to a user service belonging to a customer in Synergy SKY. ISDN calls are matched to a corresponding VCS/DMA call based on the calling/called number and the connect and disconnect times. It is therefore essential that the VCS/DMA and ISDN Gateway are synchronized to the same NTP server, and that the ISDN gateway (if Cisco Codian) has its UTC offset set to 0. You can filter the results by: gateway. customer. date range. You can also specify a minimum duration in minutes. The report data is displayed in a table and shows the following: Item Calling number Original called number Final called number Direction Bandwidth Start Proceeding End Description The source number. The number received by the gateway. The number the call terminated on. Call direction. The bandwidth of the call. Call start time. Whether the call is proceeding. Call end time. Clicking the Details link to the right of a table row displays the following data for that call: Item System ID Call type Via auto attendant Disconnect reason B channels Bandwidth downspeeded Restricted H323 alias Endpoint DN Endpoint IP Audio from codec Video from codec Description The system ID. Whether the call was audio or video. Whether the call was routed through an auto attendant. The reason the call disconnected. The number of B channels in use for this call. Whether the bandwidth was downspeeded for this call? Whether the call was restricted. The H.323 alias. The endpoint DN. The endpoint IP address. The audio from the codec. The video from the codec. Synergy SKY Administrator Guide 4.10 Page 65 of 115

66 3.2.3 MCU Reports Item From resolution Audio to codec Video to codec To resolution Description The from resolution. The audio to the codec. The video to the codec. The to resolution MCU Reports The data in these reports is gathered from all the MCUs you have added into Synergy SKY. You can view MCU reports for your entire customer hierarchy or you can filter at the customer level MCU Conference List This report lists all conferences that were hosted on any of the MCUs in Synergy SKY. You can filter on: MCU Type of conference Customer Date range Minimum duration Conference name To generate the report once you have selected the filters, click Search. Note: Clustered/distributed conferences are grouped together in this report. The conferences are displayed in a table that contains the following information: Item Component Conference Customer Conference Type Description The MCU that hosted the conference. The conference name. The customer that the conference was matched to. The type of conference: Static Ad-hoc Scheduled Multiway Start End Duration Unique Participants Max Simultaneous Participants Total Participants Status Start time of the conference (date and time). End time of the conference (date and time). Duration of the conference. The number of unique participants in the conference. The max number of simultaneous participants. The total number of participants. Whether the conference is active or disconnected. Expanding a call using the arrow to its left displays the following additional fields for each participant: Item Participant Connected Disconnected Description The conference participant. The time the participant connected to the conference. The time the participant disconnected from the conference. When expanding an Active conference, the Disconnected field will display the current time. Participants that have joined the same conference multiple times are grouped, but only once the conference has disconnected completely. Active conferences will therefore show grouping of participants incorrectly. Synergy SKY Administrator Guide 4.10 Page 66 of 115

67 3.2.3 MCU Reports Clicking the Details link to the right of one of the participants displays the following additional fields for each participant: Item Dialed Number Protocol Direction Encryption Bandwidth (To / From) Resolution (To / From) Audio codec (To / From) Video codec ( To / From) Packet Loss Audio % (To / From) Packet Loss Video % (To / From) Jitter (To / From) Disconnect reason Description The number the participant dialed to join the conference. The protocol the participant device used for the conference. Whether the participant dialed in or was dialed out to. Whether the conference was encrypted or unencrypted. The bandwidth between the participant and the MCU. The resolution between the participant and the MCU. The audio codecs that were used between the participant and the MCU. The video codecs the participant and the MCU. The audio packet loss in percentage between the participant and the MCU. The video packet loss the participant and the MCU. The jitter between the participant and the MCU. The reason why the participant disconnected from the conference. Note: Not all values are provided by all MCU vendors. Clicking the CDR Details link to the right of one of the participants displays the following additional fields for each call leg: Item Origin alias Destination alias Traversal call BW requested BW allocated Route Protocols Get XML Description The source URI. The destination URI. True or false depending on whether the call was routed through a VCS Expressway. Requested bandwidth. Connected bandwidth. Call route on the infrastructure component. Protocols and interworking information. Displays all the data for the call as an XML file. Clicking Show Timeline opens a new window displaying when participants connected and disconnected MCU Conference Participation Report This report shows the number of conferences that were hosted on all MCUs in Synergy SKY, filterable by customer, with specific numbers of participants, for a specific time period. Note: This report does not include conferences with less than 2 participants. Synergy SKY Administrator Guide 4.10 Page 67 of 115

68 3.2.3 MCU Reports This example is for 24 May 2015 to 24 June 2015 for all customers in Synergy SKY, grouped by week. You can see how many conferences during a particular week had only two participants, or whether any conferences had more than 6 participants, for example Virtual Meetingroom Utilization This report shows the usage of virtual meeting rooms over a specified date range. There are four different report types: Virtual Meetingroom Utilization report types Item Number of meetings Number of meeting minutes Number of participants Number of participants minutes Description The number of meetings the VMR was used for within the date range specified. The total number of minutes that meeting room was used for a conference within the specified date range. The total number of participants that have used that meeting room within the specified date range, differentiating between audio and video participants. The sum of the number of meeting minutes for each participant that has connected to the VMR during the specified date range, differentiating between audio and video participants. Note: This report only includes static conferences. Ad-hoc and scheduled conferences are not included in this report. All applicable provisioned services are displayed in this report, including those that have not participated in any calls. Note that: Deleted services and entities are marked as deleted (and only shown if they have been in calls). Services with sub-services (for example Pexip VMR and all aliases) are grouped together as one line. Synergy SKY Administrator Guide 4.10 Page 68 of 115

69 3.2.3 MCU Reports This example shows the total number of minutes each VMR was in a call for the period 24 May June 2015, for all customers: Concurrent MCU Calls Report This report shows the number of participants concurrently on all MCUs in Synergy SKY, for all or selected customers in a specified date range. You can choose whether the report displays: Average: The mode average value (the number of participants that occurs most often during the time period) Max: The largest number of participants at the same time Min:The smallest number of participants at the same time either by selecting from the Show dropdown menu, or by clicking Average, Max, or Min in the legend to the right of the graph. Synergy SKY Administrator Guide 4.10 Page 69 of 115

70 3.2.3 MCU Reports In this example, you can see the number of concurrent participants per day for all customers in the date range 17 June June 2015: This report shows that on 18 June 2015: The maximum number of participants concurrently across all MCUs was 3. The mode average was 2 participants concurrently. The minimum was 1 participant Group Utilization This report shows the same data as "Virtual Meetingroom Utilization" on page 68 but for groups of entities rather than meeting rooms, and ad hoc and scheduled conferences are included in this report. The data is displayed either for all groups under the selected customer container, or for all entities within the selected customer group, depending on the Select Customer parameter. Synergy SKY Administrator Guide 4.10 Page 70 of 115

71 3.2.3 MCU Reports This example shows the number of minutes all user VMRs under the customer container Synergy SKY (production) were in meetings, per group, within the date range 22 May June 2015: Total MCU Usage Over Time This report shows the total usage across all MCUs, for a specified time period and customer. You can group the data by month, week, day, or hour. You can report on: Number of meetings Number of meeting minutes Number of participants Number of participant minutes Synergy SKY Administrator Guide 4.10 Page 71 of 115

72 3.2.3 MCU Reports In the example below, you can see the total number of participant minutes per month for customer Synergy SKY (Prod) over the past year: MCU Call Distribution This report shows the distribution of MCU calls for a specified time period and customer. You can group the data by month, day of month, weekday or hour. You can report on: Number of meetings Number of meeting minutes Number of participants Number of participant minutes Synergy SKY Administrator Guide 4.10 Page 72 of 115

73 3.2.4 Infrastructure Reports In the example below, you can see the distribution of number of participant minutes per day over the past year for customer Synergy SKY (Prod): Infrastructure Reports The infrastructure reports are reports for administrators that show how the load on each device has evolved over time. Synergy SKY Administrator Guide 4.10 Page 73 of 115

74 3.2.4 Infrastructure Reports License History This report shows the number of user and meeting room licenses used per day for the entire platform, within a specified data range. In this example, you can see that 5 additional users were added on 20 June 2015, then 2 users were removed on 21 June 2015: Provisioned Services This report shows the number of services that have been created or deleted for a particular customer during a specific date range. The report also shows how the number of services has accumulated or decreased over a period of time. In this example you can see how many Cisco CMS Spaces have been added and removed every month for the customer Synergy SKY (Prod) between 1 July 2015 and 30 June Synergy SKY Administrator Guide 4.10 Page 74 of 115

75 3.2.4 Infrastructure Reports Infrastructure History Report This report shows historical data for the type of infrastructure component selected. Different Report Types are available depending on the type of infrastructure selected. Selecting an MCU will allow only other MCUs to be selected from the list. The same is true for Call Control devices, Management, and Streaming devices. Some options, for example CPU Load, only apply to one type of MCU (in this case Cisco CMS) but are visible for all MCUs. This is because Synergy SKY supports several different MCUs including Pexip, Cisco CMS and Cisco. Therefore the CPU Load report appears for all MCUs although it is only available for Pexip MCUs, in case you select for example, a Pexip, an Cisco CMS, and a Cisco MCU to report on at the same time. Note: At this time, the Cisco CMS doesn't send any information about CPU usage, which is why we can't provide this information in Synergy SKY Uptime Report This report shows the uptime of the infrastructure components in Synergy SKYfor a specified date range. You can filter by customer. Synergy SKY Administrator Guide 4.10 Page 75 of 115

76 3.2.4 Infrastructure Reports You can either view the average uptime: or the Uptime per time interval: Synergy SKY Administrator Guide 4.10 Page 76 of 115

77 3.2.5 My Reports My Reports If you subscribe to a report, it will appear in this menu. Only the reports the logged-in user has subscribed to are shown. These reports will be sent as PDFs via to the recipient at the configured date and time. 3.3 Billing Synergy SKY offers a fully integrated billing solution. You can generate invoices for all harvested and processed call data that can be matched to a customer. For more details see "Call matching" on page 55. You can set up different Billing Price Plans for individual customers according to how you want to charge them. Note: All calls are rounded up to the nearest minute for billing purposes Billing price plans There are three predefined default billing price plans that you can use as the starting point to creating your own billing price plan: Default billing price plan Concurrent Calls Pay as you go Included minutes Description The customer pays for a pool of resources. This could for example be 20 ports on the MCUs. Each participant in a conference would then consume one port. The port limit is not limited to one conference, but may be counted across all the conferences the customer is running in parallel. The customer can then be charged per port per minute if they have more than 20 participants connected at any time. The customer pays nothing up front for the usage, but may have a fixed price for the services they have. The customer is then charged per call. The cost can be set on call type and call direction, and be based on start-up charges and/or minute charges. The customer pays for a set of included call minutes. This could for example be 3000 port minutes on the MCUs per month. Each participant in a conference would then consume one minute from this pool per minute. The customer can then be charged per port per minute if they use more than the allotted pool of minutes Creating a new billing price plan To create a new billing price plan: 1. In the Win Node web interface, go to Billing > Billing Price Plan Administration. 2. Click Copy on one of the existing price plans. 3. Give the new price plan a Name and click Insert. 4. Select Edit for the new price plan in the Billing Price Plan list. 5. Make any changes to the new price plan, and click Close to save. 6. To charge customers for something that is not listed in the pricing plan, add it as a Custom Billable Element. Once you have created and saved a price plan, it becomes locked. To make any changes to the price plan, you need to Unlock it. Once the billing plan is changed, you will need to Lock and recalculate in order for the changes to take effect. This will also clear all generated billing data that has not yet had an invoice basis generated. It will take up to an hour before the billing data is visible in reports and can be invoiced again. Note: Changing a value for a setting in a price plan creates a Show History field listing the changes and which user was responsible for the change Setting the price plan for a customer To set the price plan for a particular customer in Provisioning Management: 1. Select the customer. 2. Click the Billing Plan tab. 3. Click on Assign to price plan. 4. In the drop-down menu, select the Billing Price Plan you want to use for this customer. 5. Select the date range that this billing plan should be active for this customer. 6. Click Insert. Synergy SKY Administrator Guide 4.10 Page 77 of 115

78 3.3.1 Billing price plans To assign a customer to a price plan in Billing > Billing Price Plan Administration: 1. Click Edit on a billing price plan 2. Scroll down to Customer assigned to this price plan 3. Click Assign to customers. 4. Select the customer and the date range for this billing price plan Deleting a billing price plan Clicking Delete for a price plan will delete the price plan and all invoicing data history Infrastructure-specific information Microsoft Skype for Business calls will be charged as internal/external calls according to the billing plan. The Microsoft Skype for Business service will be charged per day according to a split price of the monthly charge of the Skype for Business service in the billing plan. Polycom DMA VMR calls will be invoiced using the numbers you have set in the Non-Routed Calls category of whichever billing price plan you assign to the customer. This is the same whether you use one of the predefined price plans, or you create one of your own Using billing plans to configure service availability You can use billing plans to specify which services are available in the Provisioning Portal on a per-customer basis. To enable this functionality: 1. On the Win Node, go to the Synergy SKY install directory and locate this file (here we will use the default C:\ drive): C:\Synergy SKY\ProvisioningAPI\Config\AppSettings.txt 2. Add the following inside the appsettings tag: <add key="limitavailableservicestobillableservices" value="true" /> Once this setting has been added to the AppSettings file, services will only be available in the Provisioning Portal if the customer has been configured with a Billing Price Plan, and the Monthly price per unit for that service is given a value that is equal to or greater than 0. If set to less than 0 (for example: -1), the service will not be available in the Provisioning Portal. Note that services with a Monthly price per unit of 0 or less will not generate any billing data. Synergy SKY Administrator Guide 4.10 Page 78 of 115

79 3.3.2 Billing Reports In the example below, only the Cisco CMS Space and Pexip Virtual Meeting Room services will be displayed when creating entities, but only the Cisco CMS service will be chargeable when billing the customer: The Billing Price Plan above will make the following services available when creating entities for the customer in the Provisioning Portal: Billing Reports Some calls will not be billable, either because they were matched to a customer after the last invoice was generated, or because they could not be matched to a customer at all. The billing reports display these calls. Synergy SKY Administrator Guide 4.10 Page 79 of 115

80 3.3.3 Generating an invoice Billing report Non-invoiced items Untracked call items Description Select one or more customers from the drop-down list to view a list of all calls for the selected customer(s) that have not been invoiced. These are calls that were matched after the last invoice was generated, that will normally be included in the next generated invoice. This is a list of calls that could not be matched to a customer, and therefore cannot be invoiced Generating an invoice You can generate invoices directly from Synergy SKY and export them either as a PDF, or as a CSV file. You can also integrate directly with an invoicing system through the Billing API. Invoice data is generated automatically every hour. For this reason, you must generate invoices more than one hour after the end of the range you want the invoice to cover. To generate an invoice: 1. Select all the customers you want to generate invoices for from the Select Customers drop-down list. 2. Select the date range you want to generate the invoice(s) for. 3. Click Generate Invoice Data Applying price plan changes to generated invoices Unlocking, changing, then locking a billing price plan will not update any already-generated invoices. To reflect the changes to the billing price plan: 1. Delete the invoice. 2. Regenerate the invoice Approving an invoice To approve an invoice: 1. Go to Billing > Invoice History. 2. Select the customer and the date range. 3. Click View or edit the invoice for the invoice you want to approve. 4. Click Approve. CAUTION: APPROVING AN INVOICE PERMANENTLY LOCKS THE DATA TO THAT INVOICE AND THE DATA CAN NEVER BE RE-INVOICED. YOU CANNOT CHANGE OR DELETE AN APPROVED INVOICE Viewing and editing a generated invoice To view the invoice history for a customer: 1. Go to Billing > Invoice History. 2. Select the customer from the Select Customer drop-down menu. 3. Choose the date range you want to see the Invoice History for. 4. Click Search. Synergy SKY Administrator Guide 4.10 Page 80 of 115

81 4: Meeting Portal This chapter describes the Synergy SKY Meeting Portal. 4.1 Scheduling VMR pin management 89 Synergy SKY Administrator Guide 4.10 Page 81 of 115

82 4.1 Scheduling 4.1 Scheduling Overview Synergy SKY scheduling enables users to create, update, and manage single-instance and recurrent video meetings hosted in static or dynamic VMRs. The meetings are scheduled and managed via the Meeting Portal. Service providers can enable scheduling for a customer by configuring a scheduling template in Provisioning Management that contains specific scheduling settings for that customer. The scheduling template can be applied at any level in the customer hierarchy, and configurable settings include: Infrastructure component & VMR type. Exchange integration. templates. SMTP server settings. If required, you can give users the ability to schedule meetings on behalf of other users within a group. You can configure each customer's Meeting Portal and scheduling s with different logos and branding, to correspond with their corporate look and feel. Invited participants can join the scheduled meetings using video endpoints or clients, including Skype for Business; audio devices; or Web RTC depending on how you have configured your video infrastructure. Corresponding URIs and links to join the meeting are included in the invitation s. You can configure Synergy SKY to use SAML for Single Sign On across the WinNode admin UI, Provisioning and Meeting Portals. For more information contact your Synergy SKY representative Prerequisites You must have the following configured prior to deploying Synergy SKY scheduling: Pexip or Cisco CMS MCU(s) added into Synergy SKY. If using Cisco CMS Spaces for scheduling, prior to configuring scheduling, you must create a folder for the customer, and create a user under the customer and provision it with an Cisco CMS service (User or Space) so that the tenant mapping between Synergy SKY and Cisco CMS is created. The Win Node must have HTTP access to each of the MCUs. Each customer's SMTP server must be reachable from the Win Node. If required: Exchange server - configured according to the prerequisites here: "Microsoft Exchange integration" on page 86. Publicly-visible Meeting Portal - external network access is the service provider's responsibility Limitations Synergy SKY scheduling currently has the following limitations: Cisco CMS static VMRs are not supported. This is due to a limitation on Cisco CMS where you cannot specify which access method belongs to the host or the guest. Creating templates at different places in the hierarchy with the same uri pattern and number range can cause VMRs not to be provisioned due to URI clashes. Pexip static VMRs require a conference alias to be added to the VMR service in the Provisioning Portal. Auto Dial-out to meeting rooms requires the room to have a VCS registration service in Synergy SKY. You can only have one Exchange server per customer. For recurrent meetings, exceptions are not supported Setting up scheduling for a new customer To configure scheduling for a new customer, you must create a scheduling template in Provisioning Management. The scheduling template specifies the infrastructure component and type and configuration of the VMRs that will host this customer's scheduled meetings. The scheduling template contains the default template which you can edit to personalize the scheduling s that go out to meeting organizers and participants. Synergy SKY Administrator Guide 4.10 Page 82 of 115

83 4.1.4 Setting up scheduling for a new customer Note that this is hierarchical - if a template is not set on a customer folder, the one above it will be applied. Note: If you want to integrate with Exchange, this must be set up before adding the information here. See "Microsoft Exchange integration" on page Creating a scheduling template To create a scheduling template for a new customer: 1. Go to the Win Node web admin UI. 2. Click on the customer container where you want to configure the scheduling template. 3. Click Scheduling template. 4. Enter the settings as described: Field Description Dynamic or Static VMRs VMR Type Activity code required Billing code required Dynamic VMRs are created on-the-fly just before the meeting start time. The conference is disconnected and the VMR deprovisioned at meeting end time. Static The meeting organizer's existing VMRs in Synergy SKY are used to host scheduled meetings. If ticked, the meeting organizer has the option to add an activity code when booking a meeting. If ticked, the meeting organizer must add a billing code when booking a meeting. External dial out enabled If ticked, when booking a meeting, you can use the Add/Search conference rooms field as a way to add external participants to the meeting, and dial out to them. Synergy SKY will check whether the string entered is a URI, an IP Address, or matches the regex value in the ISDN Regex setting below and this will be dialed out to at meeting start time. If not ticked, only meeting rooms added in Synergy SKY are allowed in the Add/Search conference rooms field when booking a meeting. ISDN Regex ISDN Video dial out prefix ISDN Audio dial out prefix Reservation only default Dynamic VMR Settings Only valid if External dial out is enabled. The regex string that will be checked when entering a value in the Meeting Room field when booking a meeting. Only valid if External dial out is enabled. The prefix required for routing video through the ISDN gateway. Only valid if External dial out is enabled. The prefix required for routing audio through the ISDN gateway. If ticked, any new scheduled meetings will have the "Reservation Only" option ticked. When it is not checked then the opposite happens. (Section only visible if Dynamic is selected in the section above.) Dynamic carrier Select the infrastructure component that will host the VMRs for this customer. Only MCUs that have been added to Synergy SKY will be visible in this list. Uri prefix Uri number range Uri domain Example video address Host pin required Host pin range Specify the prefix part of the VMR URI. Note that If a Cisco CMS MCU is selected as the Dynamic Carrier, both Host and Guest Uri prefix fields are displayed. Specify the lower and upper limit of the number range that the numeric part of the VMR URI is generated from. Specify which of the available domains on the MCU is used in the VMR URI. Dynamically populated with the address format for your VMRs as you fill in the URI fields above. Mandatory field that specifies that dynamic VMRs must be created with a host pin. It is not possible to change this - a host pin is always required. Specify the lower and upper limit of the range that the host pin is generated from. Remember host pin Specify whether the meeting organizer keeps the same host pin for all meetings, or changes to a different pin for each new meeting. Host call leg profile Guest pin required Guest pin range Guest call leg profile Cisco CMS only Select a call leg profile that will be applied to the meeting host for all dynamic VMRs used by the customer for Scheduling. Any call leg profiles you have already configured will be available in the list. Check this box if you want the dynamic VMRs to be created with a guest pin. Specify the lower and upper limit of the range that the host pin is generated from. Cisco CMS only Select a call leg profile that will be applied to the meeting guests for all dynamic VMRs used by the customer for Scheduling. Any call leg profiles you have already configured will be available in the list. Synergy SKY Administrator Guide 4.10 Page 83 of 115

84 template configuration Field Create VMR before meeting Meeting can be extended Description Select the number of minutes (1, 5, or 10) before the meeting start time that the VMR will be created. Check this box if you want meeting extension options to be available for this customer. Meeting end notifications Meeting end available Number of minutes before meeting end Checking this box displays the checkbox: Meeting end in the Schedule a Meeting interface. If, when scheduling a meeting in the Meeting Portal, the organizer ticks the option: Meeting end , the organizer of the meeting receives an prior to the meeting end time, with a link to extend the meeting. Select the number of minutes (5 or 10) before the meeting end time that the Meeting End Notification will be sent to the organizer. Communication Integration Type SMTP Server SMTP User name SMTP Password SMTP From Address SMTP From Display Name SMTP Enable SSL SMTP Server Port Administrator Address Send test Choose between SMTP-only (including ICS attachments) or Microsoft Exchange integration. Exchange integration enables booking of Exchange meeting room resources, and visibility of user and room availability. SMTP-only looks at current and future booked meetings to supply availability information for rooms. SMTP is used both with and without Exchange to send out booking s to organizers and participants. The SMTP server FQDN. The SMTP username. The SMTP password. The address booking s will be sent from. The display name of the sender of the booking s. Check this box to enable SSL for sending of booking s. The SMTP server port The address of the Scheduling admin for this customer. If scheduling VMRs fail to provision, an will be sent to this address. Enter your address here and click Send test , to test that booking s will be sent out to organizers and participants when a meeting is scheduled template configuration Scheduling s are sent out by the Synergy SKY Scheduling service on the Win Node. There is one configurable template that covers the following scenarios using If statements: Invite Update Cancellation End of meeting notification When creating a new scheduling template, the template is not displayed until you have selected the infrastructure component that the VMRs will be hosted on. This is because the template is slightly different depending on which infrastructure component is used. There is one template that is used for all the s sent for Scheduling. The text of the changes depending on the scenario, and the HTML in the . Type New meeting Updated meeting Canceled meeting Meeting end notification Send conditions When a meeting is scheduled, the organizer and all participants receive this invitation . When the organizer updates the meeting to change date/time/connection settings, all participants received this update . If the organizer deletes the meeting, all participants received this meeting cancellation . If meeting end notification is enabled for this customer in the Scheduling Template, and the meeting organizer ticks Meeting end notification when booking the meeting, this is the sent out to the organizer the number of minutes before the end of the meeting specified in the Scheduling Template. Synergy SKY Administrator Guide 4.10 Page 84 of 115

85 4.1.6 Branding Editing the Win Node Scheduling service mailer settings To edit the Win Node Scheduling service mailer settings: 1. In the Win Node Admin UI, go to Provisioning Management. 2. Select the customer you want to edit the mailer settings for. 3. Click the Scheduling Template tab, and go to the Communications section of the template Editing the Scheduling template To edit an template: 1. In the Win Node Admin UI, go to Provisioning Management. 2. Select the customer you want to edit the scheduling template for. 3. Click the Scheduling Template tab, and go to the section of the template at the bottom. This template is heavily customizable, so you can create the look and feel that reflects different customers' branding. We have included a template testing function that allows you to preview the template on-the-fly, and also provides feedback if you have entered the syntax incorrectly. There is a help tab in the UI that provides specific attribute information for these s Branding You can configure each customer with their own logo and color scheme in the Meeting Portal according to their company branding guidelines using CSS. The portal login page has its own branding and this is generic for all customers, as prior to login the user is not yet associated with a customer. Once a user has logged in, their customer's branding file is applied Branding the portal login page To apply branding to the portal login page: 1. On the Win Node, navigate to: C:\SynergySKY\UserPortal\open\css\ 2. Open the branding.css file and add your branding content here. We recommend using the!important keyword to all your styles in this file. Example styles: For logo and other images, reference the online URL for the image, or upload the image to your web server and reference it in the css file Branding for individual customers To apply branding that appears once users have logged into the Meeting Portal: 1. In the Win Node Admin web interface, navigate to Provisioning Management. 2. Select the customer container in the folder list. Synergy SKY Administrator Guide 4.10 Page 85 of 115

86 4.1.7 Microsoft Exchange integration 3. Click the Info tab and copy the Id that is displayed in the top right: 4. On the Win Node, navigate to: C:\SynergySKY\UserPortal\css\branding 5. Create a new text file with the file name of the Id you just copied for the customer and the.css file extension: c760c99c-075e-46be-bd d68b93.css Add your branding content to this css file. Note: We recommend that you only apply branding on the customer folder directly underneath the root folder in Synergy SKY. If you create many css files for the folders within other folders, only the lowest in the folder structure will be applied. If you require assistance with configuring branding for your customers, contact your Synergy SKY representative Microsoft Exchange integration Optionally you can configure Synergy SKY to integrate with Microsoft Exchange. This adds the following additional features to Synergy SKY Scheduling: The ability to book resources/rooms in Exchange Free/Busy information for internal users and rooms during booking Visibility of Synergy SKY video meetings in Microsoft Outlook Prerequisites Version support Synergy SKY Scheduling supports: Microsoft Exchange 2013 (on-prem) Office 365 Exchange online Before you start Before you configure Scheduling with Exchange for a new customer in Synergy SKY, the customer must do the following: Allocate Exchange users and meeting room resources for scheduling. Create a service user account for Synergy SKY with the following: o Access to retrieve availability through EWS (Exchange Web Services). o Access to reserve meeting rooms without requiring approval. o Create, Update and Delete permissions in Exchange o An account (as the responses will go back to the service account's box). Note: If your Exchange users do not exist in Synergy SKY, they will not be searchable when booking a meeting. The full address of the user will need to be entered to add them to the meeting and view their free/busy information. As a quick way of adding your Exchange users to Synergy SKY, we recommend using AD sync. See "Importing users from Active Directory" on page 52 Synergy SKY Administrator Guide 4.10 Page 86 of 115

87 4.1.8 Scheduling with the Meeting Portal Configuring Exchange in Synergy SKY Adding the customer's Exchange server into Synergy SKY 1. In the Win Node web UI, click on the customer container, and select Provisioning Management. 2. Click Infrastructure, scroll down to Misc, click Add new and select Microsoft Exchange from the dropdown. 3. Add the values as detailed here: Field Name Host Address User Name Password Autodiscover Uri Customer Calendar Actor Jid Sync Actor Jid Version Description Enter any name for the Exchange server so that you can identify it in Synergy SKY. The host address of the Exchange server. The Exchange service account (created for use with Synergy SKY scheduling) username. The Exchange service account password. Deprecated field: enter a dummy URL Deprecated field: Select any customer from the list. Deprecated field: Enter 'synergysky.service' Deprecated field: Enter 'synergysky.service' Deprecated field - only Exchange 2013 is supported. Note that the last 5 fields are deprecated, but mandatory, in this version. They will be removed in the next version Configuring the Exchange server to be used for Scheduling Follow these instructions for "Setting up scheduling for a new customer" on page 82 and in the Scheduling Template, under Communication > Integration Type, select MS Exchange - this automatically selects the Exchange server configured for the customer you are setting up the Scheduling Template for Scheduling with the Meeting Portal This is where all users schedule, edit and manage their meetings. Before users can log in to the Meeting Portal, they must have a SKY Meeting Portal Login service configured in the Provisioning Portal. See "SKY Meeting Portal Login" on page Logging into the Meeting Portal To access the Meeting Portal: 1. Open a browser window and enter one of the following addresses in the address bar: o http(s)://win NodeIP-address/UserPortal (example: http(s):// /userportal) o http(s)://win NodeFQDN/UserPortal (example: http(s)://winnode.example.org/userportal) 2. Log in with your Synergy SKY user credentials. The Home page displays: A summary of your scheduled meetings for today and tomorrow in list format. Click on a meeting to edit or delete it. Links to: o o o Schedule a meeting - schedule a new meeting. My Meetings - meetings you have already booked. Meeting templates - create and manage predefined meeting templates Scheduling a meeting To schedule a new meeting: 1. Log into the Meeting Portal as described above. 2. Click Schedule a meeting. 3. Enter the meeting details. Synergy SKY Administrator Guide 4.10 Page 87 of 115

88 4.1.8 Scheduling with the Meeting Portal Explanation of fields: Field Organizer Meeting template Reservation only Meeting end notification Description Only visible if the logged-in user is designated as a Super User in the End User Portal service in the Provisioning Portal. Super Users have 'book-on-behalf-of' privileges and can book meetings for anyone in the customer hierarchy as specified in the Super User Access Start Point field in the End User Portal service for the logged-in user. Once a meeting has been created and saved, you cannot change the Organizer when editing the meeting. To change the organizer of a saved scheduled meeting, delete the meeting and recreate it. If you change the organizer before saving the meeting, any participants and rooms that have been added are removed. Users can create and manage predefined meeting templates by clicking on the Meeting templates menu item at the top of the Meeting Portal window. Meeting templates can include details such as participants, time and subject. You can select the template here when scheduling a meeting, to quickly populate all the meeting detail fields. Super users can manage meeting templates on behalf of others. If ticked, meeting room resources added to the meeting will be reserved but no automatic dial-out to the meeting room will take place. Only visible if Meeting end available is ticked in the scheduling template. If ticked, the organizer of the meeting receives an with a link to extend the meeting either 15, 30 or 60 minutes before the end of the meeting, depending on the number of minutes configured in Meeting end in the scheduling template. Add/Search participants: If you start typing in this field, all users that exist in Synergy SKY in the hierarchy that the organizer has access to will be searched, the search will auto complete. The organizer can search and add participants in their customer container and all containers below it. The search will match on description. In addition you can add ad hoc addresses, so external users can receive an invitation to the meeting. Add/Search conference rooms The organizer can add meeting rooms in their customer container and all containers below it. Enter the name of any entities entered as Meeting Rooms in Synergy SKY and click + to add them to the conference. In addition this field can be used to add external dial-out participants in the form of URIs, IP addresses, or phone numbers. This requires the scheduling template to be updated so that External dial out is enabled, and if required, the ISDN regex field must be filled in, with the relevant audio and video gateway prefixes. Once the meeting is successfully saved, a summary page for the meeting is displayed, showing: Organizer Subject Description Video Address (host and guest) Call IDs Pins Start and end date/time From this page you can edit or delete the meeting, and once the meeting has started, you can end or extend the meeting (if meeting extension is enabled for this customer/conference), and use the Conference Control tab to make simple changes to the ongoing conference. Users whose SKY Meeting Portal Login service is configured with admin privileges can view meeting and provisioning logs from the meeting summary page. These help identify issues with the following: Meeting creation ing participants Provisioning the meeting VMR Synergy SKY Administrator Guide 4.10 Page 88 of 115

89 4.2 VMR pin management 4.2 VMR pin management You can enable end users to edit their own Pexip VMR pins via the Synergy SKY Meeting Portal Configuring VMR pin management for a customer To add VMR pin management for a customer: 1. In the Win Node web admin UI, go to Provisioning Management and click on the customer container. 2. Select VMR Management Template, and click Create template: 3. Define the number of digits required for the pin. 4. If required, you can specify the dial-in number for an audio bridge, which is then displayed to users in their VMR Management page in the Meeting Portal Updating a VMR pin in the Meeting Portal When the VMR Management template has been created, user can edit their VMR Pin as follows: 1. In the Meeting Portal, end users will see a clickable option VMRS: 2. Click VMRS to display all the logged-in user's VMRS: Synergy SKY Administrator Guide 4.10 Page 89 of 115

90 4.2.2 Updating a VMR pin in the Meeting Portal 3. Click a VMR to display the provisioning status, pin, and dial-in options: 4. Click Edit to change the VMR pin, then Save: Note: If the VMR's Status is not OK, users should contact their administrator who can troubleshoot the reason why the VMR is not successfully provisioned. Note: Super Users can view all VMRs for the users in the container they have access to. Synergy SKY Administrator Guide 4.10 Page 90 of 115

91 5: Maintenance and administration This chapter describes maintenance tasks and general administration of Synergy SKY. 5.1 Com Node administration SKY WinNode Server administration Dashboard and monitoring Backup and restore of system data 102 Synergy SKY Administrator Guide 4.10 Page 91 of 115

92 5.1 Com Node administration Com Node administration tasks are carried out on the Com Node Admin web interface. In addition each Com Node has a command line admin interface Com Node administration web interface The following tasks require configuration in the Com Node admin web interface: Creating a carried peer domain when adding a new infrastructure component (see "Adding Infrastructure" on page 19) Enabling Space creation from Cisco CMS client (see "Profiles" on page 29) Branding and changing service names (see "Customization" on page 18) Configure Cisco CMS multi-domains (see "Cisco CMS XMPP Multi-domain configuration" on page 113) The other menu items are not in use, so they are not documented. To access the Com Node admin web interface: In a web browser, enter: FQDN or IP address]/admin/ Credentials: Username: admin@system Password: defaultpassword Synergy SKY Administrator Guide 4.10 Page 92 of 115

93 5.1.2 SKYShell and CLI You will see a view of the customer hierarchy you created on thewin Node, and some menu options on the left: Note: The customer hierarchy is displayed alphabetically in the Win Node admin web interface, but in the order that the customers were added in the Com Node admin web interface. There can be several pages in the Com Node admin web interface, so you may need to click on the page arrows >> at the top of the customer list to display more customers Changing the Com Node Admin web interface password To change the password for the admin@system account: 1. SSH into the Core Node or in a large deployment, the XMPP Node. 2. In the SkyShell, type: ejabberd del admin@system and press Enter. 3. Type: commit all and press Enter to commit the change. 4. Type: ejabberd add admin@system [your_new_password] and press Enter. 5. Type: commit all and press Enter to commit your change SKYShell and CLI Administration and troubleshooting of the Com Nodes require some basic knowledge of the Linux command line interface (CLI) SKYShell The Com Nodes run a simplified shell for the most frequent admin tasks, called the SKYShell. When you log onto a Com Node using SSH, you will enter the SKYShell as default. To enter the SkyShell from the standard command prompt type: /opt/skyshell/skyshell Synergy SKY Administrator Guide 4.10 Page 93 of 115

94 5.1.2 SKYShell and CLI SKYShell commands: SKYShell Command restore help smtp acano factory scheduling upgrade log system exit ldap config webserver services localpitbull mssql network winnode uuiddb helpers ejabberd commit vcspolicyservice backup Description Restore of sql, skyshell, mongodb and openldap. Lists all available commands. Configure SMTP setup to be used by the Mailer service. Manage and configure Cisco CMS services. Init/reset comnode to factory - DO NOT USE THIS COMMAND! It will remove all configuration. Manage and configure the Scheduling service connectors running on this comnode. Upgrade system with uploaded comnode packages. Display local system logs on the comnode. System related configurations. Exit prompt and logout. Local SLAPD (OpenLDAP) related configurations. Config database management. Configure the WebServer setup. Manage running services on the comnode. Configure the local NativePitbull service. Configure MSSQL setup, which is used during the WinNode installation/configuration and schema upgrade. List out all available network interfaces and ip address related information. WinNode API setup, which is used during the WinNode installation/configuration, and status monitoring. uuid key database. Various helper tools used by the system. Configur/Reconfigure ejabberd setup. Commit system configuration, system might be unavailable during commit phase. VCS Policy Service related configurations. Backup of sql, skyshell, mongodb and openldap. Note: We do not recommend that you run these commands without supervision from a Synergy SKY representative Services running on the Com Node To list the services running on a Com Node, go to the SkyShell and type: services list and you will see a list like this: [comnode01](ok ) - 1: > services list Service status PID Service name run status State httpd.service running System 0 synergysky-startup.service failed Forced Service 0 synergysky-shutdown.service failed Forced Service 0 synergysky-ejabberd.service dead Disabled 0 synergysky-mongod.service dead Disabled synergysky-slapd.service running Enabled synergysky-acano.service running Enabled synergysky-acanoreceiver.service running Enabled 0 synergysky-bookingiq.service dead Disabled 0 synergysky-ciscocodian.service dead Disabled Synergy SKY Administrator Guide 4.10 Page 94 of 115

95 5.2 SKY WinNode Server administration 0 synergysky-ciscojabbervideo.service dead Disabled synergysky-cogitoergosum.service running Enabled synergysky-dependencyqueue.service running Enabled synergysky-eventproxy.service running Enabled synergysky-legacysync.service running Enabled 0 synergysky-mailer.service dead Disabled synergysky-meetingiqprocessor.service running Enabled 0 synergysky-nativepitbull.service dead Disabled synergysky-numberpool.service running Enabled 0 synergysky-pexipreceiver.service dead Disabled 0 synergysky-pexip.service dead Disabled 0 synergysky-poolprovisioner.service dead Disabled 0 synergysky-seevia.service dead Disabled 0 synergysky-vcspolicyserver.service dead Disabled [comnode01](ok ) - 2: > Different deployments of Synergy SKY will have different services running on different Com Nodes, so in your deployment the services list will not look exactly as above. To stop/start/restart a particular service, go to the SkyShell and use the command: services [stop start restart] [service-name] Example: to restart the Mailer service: services restart synergysky-mailer.service Service logs All service activity is logged and stored. These logs are essential for troubleshooting any issues. To view the log for a service: 1. Connect to the Com Node that is running that particular service using SSH. 2. Type exit to exit the SkyShell. 3. Type: journalctl -f -l -u [service-name] -n 2000 and press Enter. This will display the last 2000 lines of the service log. To capture the log and send it to Synergy SKY support, start session logging in Putty before you generate the log. 5.2 SKY WinNode Server administration To access the Win Node administration menu, go to the Win Node administration web UI and select Administration from the top menu User Administration In this section, you can edit the User Group and Language settings for existing users. New users are created in the Provisioning Portal, see "Provisioning users and meeting rooms" on page 48. Field Description Example First Name The user's first name. John Last Name The user's last name. Doe address The user's address. john.doe@example.org User Name Account user name (in address format). john.doe@example.org User Group The group the user is a member of. System Administrator Language Sets the portal language for this specific user. English User Group Administration Here you can create user groups for Synergy SKY users and specify what they have access to view in the platform. Synergy SKY Administrator Guide 4.10 Page 95 of 115

96 5.2.2 Alert Rules Field Description Overview User group name Description View all data The group name A description for the group Deprecated: If not checked for a user group, members of the group will not see the following: Billing > Invoice History > View or Edit an invoice > Edit and Show History columns. In the CDR report: conference participant details as XML data. Is read-only If ticked, users added to this group can only read, not edit, all pages they have access to in the platform. Sub Elements Has access Menu item name Sort order Visible in menu Add new group Checkbox - Enable/Disable access to features for members of the specific group A descriptive name for the feature You can give the menu items priority numbers to order them as you wish in the platform. Show/Hide features for members of the specific group Add a new user group If, as a service provider, you have given your customers access to the Synergy SKY Admin Portal, it is then important that you either create a new user group or edit the existing Customer user group to lock down access to menu options you do not want to expose to your customers. All new users should also be assigned to this new user group. Under Administration > Global Settings > Other Settings you can define the Default User Group. This is the group all new users will be assigned to. We recommend that you disable (uncheck the Has Access checkbox) the following menu options for your customers: Reports > Infrastructure Reports About Administration My Worklist Billing > Billing Reports Provisioning Management Billing Customization Note: Do not tick the Customization option, as this will cause a display problem in the webpage when users log into Synergy SKY Alert Rules Alert rules are s that are generated automatically and sent to specified Synergy SKY users when specified events occur. Alert rules can be configured for any users configured with a Sky Admin Portal Login, and who therefore appear in the list of Users in Administration > Users Administration > User Administration. There is a default alert rule called 'All events' configured for the 'System user'. This is the rule that defines which events should be listed in the Event Log section of the Dashboard page. You cannot delete or edit this rule. You can create alert rules to monitor connectivity status and capacity status using thresholds such as CPU load for MCUs. You can configure one alert rule that applies to multiple infrastructure devices. Multiple users can subscribe to the same alert rule Global Settings Field Description General Settings Portal Name Changes the name of the browser tab for the Win Node Administration interface. Synergy SKY Administrator Guide 4.10 Page 96 of 115

97 5.2.3 Global Settings Field Ignore unmatched calls older than (days) Delete raw CDR data older than (days) Delete call attempts CDR data older than (days) Delete audit history older than (days) Show reports in UTC time zone Description Call data older than the number of days set here will not: be matched be rematched if the Next Linking Attempt date is reset appear in My Worklist Raw CDR data older than the number of days set here will automatically be deleted from the SQL database. Processed customer data is not deleted. Note: This setting affects the Call Detail Record report: in that report there is a GET XML link which returns XML details for the call from the database. This information is in the raw CDR data table in the SQL database, so be aware that if you set this setting to a low number of days, XML data for calls older than that number of days will no longer be retrievable from the database. Call attempts older than the number of days set here will automatically be deleted from the SQL database. Auditing data older than the number of days set here will automatically be deleted from the SQL database. If selected, all reports will be shown in UTC time, otherwise, they will be shown in the user's browser time zone. Settings SMTP Server SMTP Server Port SMTP User name SMTP Password SMTP Enable SSL SMTP From Address SMTP From Display Name SMTP server address IP or FQDN. The SMTP service port. User name to authenticate toward the SMTP server. Password to authenticate toward the SMTP server. Checkbox to activate or deactive SSL encryption for SMTP server connection. s from the system will show this as the sender's address. s from the system will show this as the sender's display name. Security Settings Minimum Password Length Minimum Number of Digits in Passwords Minimum Number of Special Characters in Passwords Require Mixed Case Passwords The minimum number of characters that will be accepted when entering a new password. The minimum number of digits that all passwords must contain. The minimum number of special characters that all passwords must contain. If selected, passwords must contain both uppercase and lowercase letters. Failed Login Attempts Before Block The number of times a user can attempt to log in with the wrong password before further attempts from the same IP address or with the same username are blocked. Block Duration (Minutes) Web Session Expiration Time (Minutes) The number of minutes until login can be attempted again, after the number of failed login attempts has been reached. The number of minutes before you have to log in again if you are not active on the web page but keep the browser window open. For pages that auto-refresh such as Dashboard, this setting will never be triggered. Agent Settings CallLog Thread Interval (sec) Status Thread Timeout Alert (sec) Status Thread Interval (sec) Specify how frequently call logs are requested from infrastructure components. If a status thread in the harvest service has not reported that it is alive within the specified number of seconds, an alert will be sent to the system administrator(s). How often the service that requests status from the monitored components should be executed. Synergy SKY Administrator Guide 4.10 Page 97 of 115

98 5.2.3 Global Settings Field Call Matching Interval (sec) Call Processing Interval (sec) Dashboard Update Interval (sec) Call Processing Timeout Alert (sec) Alert Agent Timeout (sec) Description The interval for call matching. The interval for call log processing. The refresh rate of the dashboard. If the processing status thread has not reported that it is alive within the specified number of seconds, an alert will be sent to the system administrator(s). If the alert agent has not reported that it is alive within this number of seconds, an error message will be displayed on the dashboard. Log Settings Delete system logs after (days) Delete event logs after (days) Delete Text Logs (days) Enable Event Logging Specify the number of days system logs will be kept before they are deleted. Specify the number of days event logs will be kept before they are deleted. Specify the number of days text logs will be kept before they are deleted. Whether event logging should be enabled (if not set, only error logging is enabled). Note that event logging will significantly increase the amount of data in the database. Billing Settings Enable Billing Check to enable billing functionality Synergy SKY. SNMP Settings Enable SNMP Receiver 1 IP Address Receiver 1 Port Receiver 2 IP Address Receiver 2 Port Check to send alerts from Synergy SKY to 1 or 2 SNMP receiver(s). The IP Address of the first SNMP receiver. The port number of the first SNMP receiver. The IP Address of the second SNMP receiver (optional). The port number of the second SNMP receiver (optional). Provisioning Settings Provisioning Settle Window (sec) Provisioned Services Interval (sec) Provisioning Batch Size The amount of time after the start of the provisioning process for a user that the system will assume all provisioning of services on infrastructure components has finished. Only change this setting if advised by Synergy SKY Support. The amount of time the system will wait between sending batches of Provisioning s. Only change this setting if advised by Synergy SKY Support. The number of s the system should process in one go as one batch. Only change this setting if advised by Synergy SKY Support. Other Settings Status Thread Interval (sec) (low priority items) Status Thread Interval (sec) (high priority items) Status Thread Interval (sec) Default User Group Default Customer Language Specify how frequently low priority item status is requested from infrastructure components. Specify how frequently high priority item status is requested from infrastructure components. Specify how frequently infrastructure components are polled for their status. All new users with the SKY Portal Login service enabled will automatically be assigned to this user group. Note: This setting should be the user group with the lowest level of access privileges, unless there are special needs for assigning new users to a particular user group with higher level of access privileges. Default language for new users. Synergy SKY Administrator Guide 4.10 Page 98 of 115

99 5.2.4 License administration License administration Add or update Synergy SKY system and feature licenses Update license Enter a new license key into the text field and select Import license key to update an existing license License information Displays information about existing system and feature licenses as well as the site installation ID Logs Event Log The event log shows the last 100 events. Events that are less than 10 minutes old are shown in bold. The event log shows error, warning and information events. The threshold and type of events that are listed in the event log is configured in Administration > Alert Rules. For more information see "Alert Rules" on page System Log The system log shows events and errors reported by the system. Under Administration > Global Settings you can specify how many days the system logs should be stored before they are erased Message Log Displays all s sent out by the processing service mailer: Provisioned Services Password Reset Scheduled Report For more information on s see: " s and templates" on page Server Maintenance View health status of servers and services. Clicking Clear List removes all entries including old and non-responsive threads. All processes that are currently running will automatically reappear in the list. Clicking Refresh updates the graphical user interface Set Entity Password Synergy SKY Administrator Guide 4.10 Page 99 of 115

100 5.2.8 Background Jobs To set the password for an entity: 1. Enter the unique address for the entity you want to set the password for. 2. Enter the new password. 3. Click Set password to set the new entity password. Setting the password will also trigger an to be sent to the entity's address Background Jobs This page displays a log of file import or apply template to entities jobs. See "Importing users from a csv file" on page 50 and "Adding services to a configuration template" on page 31. If one or more entities or services fail to be provisioned, the job will continue, instead of stopping on the failure. Select Status All to view current jobs. Refresh to view updated progress. Once the job has finished, a summary is displayed. Any lines in the import file that failed to provision successfully are listed explicitly, so you can manually check the entity to troubleshoot the reason the provisioning failed. In the example above, the address value ph@example.org is already in use by another entity, so the import of this entity failed Auditing Synergy SKY tracks and reports on user activity in the platform. The following areas of Synergy SKY are audited: Win Node web admin portal Win Node Provisioning Portal Win Node Meeting Portal Provisioning API The following actions are logged: Navigation - how a user moves around the platform: Synergy SKY Administrator Guide 4.10 Page 100 of 115

101 5.3 Dashboard and monitoring When a user logs in When a user logs out When a user session times out, if they didn t log out, but simply closed their browser. The url of every page visited Data changes - when a user saves data changes: A record is added A single field on a record is saved A whole record, containing multiple fields, is saved A record is deleted Data viewed - the data viewed by a user: Each page a user visits When a user views a report: o When reports are run and with which parameters When the user accesses lists of information, e.g. unmatched calls, billing plans When the user views any records, e.g. when they look at a customer node, config template etc To view auditing data in a report format, go to the Win Node web admin portal > Administration > Auditing. You can filter the audit data using the following criteria: Date range A point on the Synergy hierarchy to restrict which users are included Category, e.g. navigation, data changes, data views Event, e.g. log in, log out, page view You can set up a subscription to the report that s the data to specified mail recipients, using the standard subscription mechanism. You can delete stored auditing data from the SQL database using Administration > General Settings > Delete audit history older than (days) 5.3 Dashboard and monitoring Dashboard The dashboard is accessible from the Win Node Administration interface, and displays the real-time status of your video / UC platform allowing admins to quickly identify any faults or potential problems. The dashboard updates automatically every 20 seconds as default (this value is configurable in Administration > Global Settings > Agent Settings > Dashboard Update Interval (sec)), and the timestamp of the last update can be found in the lower right corner of the screen. Devices with errors or warnings will automatically move up to the top of the display window. Other devices are alphabetically sorted. The numbers in front of the devices/clusters are references to the individual bars in the bar charts. The red lines in the bar charts indicate the maximum load on the device over the last 24 hours. Clicking any of the numbers in the table below the chart will open a new window with more information about the item. For example, if you click the number in the Total calls column in the Call Control section, a list of all active calls on that specific device with source- and destination information is displayed. The dashboard uses the following color codes: Red = Error Yellow = Warning Green = OK All time/date values are stored in the database as UTC-time, and are adjusted to the local time of the browser when presented to the user. Access to all web pages can be limited through the use of user groups. See "User Group Administration" on page 95. Synergy SKY Administrator Guide 4.10 Page 101 of 115

102 5.4 Backup and restore of system data The interface is split into six separate sections: Section Call Control MCU PSTN Management Recording and Streaming Event Log Description Call control devices such as H323 Gatekeepers and SIP Proxy/Registrars. The devices can appear as single devices or in clusters. Clusters are expandable but are shown as only one line in the grid, while errors or warnings are reported on the individual devices in the cluster. All supported MCUs. MCU clusters are grouped, but can be expanded in the grid based on physical location, e.g. London and New York. The Resource Usage column shows the overall load of the MCU as a percentage. The definition of load differs from model to model, so the resource usage percentage is calculated at the driver level, allowing Synergy SKY to handle MCU models according to the vendors design. All supported ISDN Gateways. The grid shows information about b-channels and PRIs and CPU load on the device. The bar chart shows the number of b-channels in used compared to total number of b-channels available. All supported management servers. The grid shows the number of licenses out of the total that are currently in use, for systems, Jabber etc. All supported recording and streaming servers. The grid shows active calls, active streaming sessions, CPU load and disk space. Disk space can reflect both internal storage and network attached storage. The event log shows the last 100 events. Events that are less than 10 minutes old are shown in bold. The event log shows error, warning and information events. To configure the threshold and type of events shown here, go to Administration > Alert Rules. See "Alert Rules" on page 96 for more information. You can filter the Dashboard to view system status for a specific service provider, customer or group, using the drop-down menu in the upper left corner. Note: Cisco CMSdoesn't send information about capacity and load, at this time, so for Dashboard reporting purposes, Synergy SKY assumes full capacity is 250 calls. Therefore, with a capacity of 40 calls at 720p, we would recommend setting an alert rule (Administration > Alert Rules) to alert you if capacity reaches a certain percentage. If the full capacity of your Cisco CMS is 40 HD ports, you can set the rule to alert you when capacity reaches 14%, as full capacity on your Cisco CMS would be 16% of what Synergy SKY assumes is 100%. We recommend carrying out some load tests to double check your alert rules are working as intended. 5.4 Backup and restore of system data Currently this requires a manual procedure as follows: 1. Shut down the Core Node / DB Node (whichever you are using in your deployment). 2. Shut down the web server on the Win Node (so no new data gets pushed to the Com Node). 3. Take a snapshot of the Com Node VM. 4. Take a backup of the SQL Database. 5. Start the Com Node VM. 6. Start the web server on the Win Node. Synergy SKY Administrator Guide 4.10 Page 102 of 115

103 5.4.1 Backing up the LDAP and MongoDB databases The ability to backup the LDAP and MongoDB databases from the SkyShell will be available in a forthcoming version of Synergy SKY Backing up the LDAP and MongoDB databases Currently this is done by taking a regular snapshot of the Virtual Machine running the Core Node/ DB Node Automating database backup Optionally, you can create a cron job on the Core Node/ DB Node to automate regular backups of the databases. Note that while the backup is happening, the ComNode services will stop, so you will not be able to provision users, and users will not be able to log into CMS clients at this time. The backup duration depends on the size of your databases, but should not take more than 15 minutes. To create an automated backup cron job: 1. Log into the Core Node/ DB Node via ssh. 2. At the prompt, type exit to exit the SkyShell, then create a new backup file on the server by typing: nano /usr/local/bin/backup_cleanup.sh, then pressing Enter. 3. Copy and paste the following into the nano file you have just created: #!/bin/sh #Modify this to keep older backup DAYS_TO_KEEP_BACKUP=5 /usr/bin/find /opt/backup/ -name '*.zip' -mtime +${DAYS_TO_KEEP_ BACKUP} -delete 4. Press ctrl+x, followed by y, then Enter, to save and quit. 5. Make the script runnable by typing: chmod a+x /usr/local/bin/backup_cleanup.sh then pressing Enter. 6. Create a new file that will setup the scheduled job by typing nano /etc/cron.d/scheduledbackupjob.cron, then pressing Enter. 7. Copy and paste the following into the nano file you have just created: # Backup Job SHELL=/bin/bash PATH=/sbin:/bin:/usr/sbin:/usr/bin # Backup every day at 22:00 UTC * * * root /opt/skyshell/skyshell --run="backup now" > /dev/null && /usr/local/bin/backup_cleanup.sh > /dev/null Ensure that the correct characters appear in the nano file, retype after the copy paste to correct any errors if necessary: > may appear as > for example. 8. Press ctrl+x, followed by y, then Enter, to save and quit. 9. Type chmod 0644 /etc/cron.d/scheduledbackupjob.cron then press Enter. 10. Type systemctl restart crond then press Enter. For more information on creating and scheduling cron jobs see Cron Wiki. In the event that you need to restore from a backup, log a ticket with Synergy SKY support Optional: Moving backup files off the server We recommend copying the backed up files from the server. If you have a Linux/Unix host: Use scp to copy recursively all files from the backup directory to the host machine's local directory /backup_ directory/comnode using this command: scp -r root@cobra-comnode.int.synergysky.com:/opt/backup/ /backup_directory/comnode If you have a Windows host: Use WinSCP to copy the files off the ComNode. To script this see: WinSCP scripting. Note: Setting keyless ssh authentication is recommended if automating the backup file copy. For more details see: setting keyless authentication. Synergy SKY Administrator Guide 4.10 Page 103 of 115

104 5.4.2 Backing up the Microsoft SQL database Backing up the Microsoft SQL database To create a maintenance plan using the Maintenance Plan Wizard in Object Explorer: 1. Click the plus sign to expand the server where you want to create a maintenance plan. 2. Click the plus sign to expand the Management folder. 3. Right-click the Maintenance Plans folder and select Maintenance Plan Wizard. 4. Follow the steps of the wizard to create a maintenance plan. For more information, see Use the Maintenance Plan Wizard. To create a maintenance plan using the design surface in Object Explorer: 1. Click the plus sign to expand the server where you want to create a maintenance plan. 2. Click the plus sign to expand the Management folder. 3. Right-click the Maintenance Plans folder and select New Maintenance Plan. 4. Create a maintenance plan following the steps in Create a Maintenance Plan (Maintenance Plan Design Surface). Synergy SKY Administrator Guide 4.10 Page 104 of 115

105 6: Troubleshooting This chapter contains information to help you troubleshoot problems you experience with the Synergy SKY platform. We will be adding more content to this chapter on an ongoing basis s and templates Cisco CMS user passwords Cisco CMS provisioning APIs 110 Synergy SKY Administrator Guide 4.10 Page 105 of 115

106 6.1 s and templates See " s and templates" on page 41 for information on configuring Synergy SKY to send s, and how to use the templates What can go wrong? Symptom Cause Resolution Users do not receive s. Win Node Web UI > Administration > Logs > Message Log > Status: All shows Status Message: Failed. The operation has timed out. Users do not receive s. The users receive looks wrong The mailer service is not configured correctly Incorrect HTML/XML Incorrect HTML/XML Check the mailer service configuration is correct: See "Editing the Win Node processing service mailer settings" on page 41 Go through your template checking that: there are no beginning or end tags missing. you have not used invalid syntax. Different clients display HTML/XML differently. We recommend that you do not use CSS styling. If you still cannot get the to look how you want it, log a ticket using the Support Portal and one of our professional services representatives can help you Logs If users are not receiving s, check the mailer logs for errors that will help you diagnose the problem Win Node mailer logs To view the Win Node mailer logs: 1. Go to the Win NodeWeb UI. 2. Navigate to: Administration > Logs > Message Log 3. Select Status: All Synergy SKY Administrator Guide 4.10 Page 106 of 115

107 6.2 Cisco CMS user passwords 6.2 Cisco CMS user passwords How does it work? Setting Cisco CMS user passwords through the provisioning API follows this procedure: What can go wrong? Symptom Cause Resolution Cisco CMS user cannot log in. The Cisco CMS server logs show 'authentication failure' for this user's login attempt. Passwords being set for users via the API are not being synchronized and taking effect for the user on the Cisco CMS service: We have observed faulty transaction status for some Cisco CMS user objects after migration. This can potentially lead to duplicate Cisco CMS user objects in the Synergy SKY/Cisco CMS LDAPdatabase, and cause the password to be set on the incorrect user. Contact Synergy SKY support to arrange for a manual cleanup of duplicate users. Changing a user password fails. Problem communicating with the Provisioning API. See "APIs" on page How do I...? Question How do we test user/password login issues? How can we find the login attempt in Synergy SKY log for a specific user? Answer Login attempts are shown in the Cisco CMS server event log. The Cisco CMS event log error should indicate what the problem is. Synergy SKY Administrator Guide 4.10 Page 107 of 115

108 6.2.4 Logs Logs Provide these logs when logging a ticket with Synergy SKY: Cisco CMS event log (from Cisco CMS server) Acano Service log from the SKY Application ComNode: a. Using Putty, SSH into the App Node, capturing all printable output of your session. b. Type exit to exit the SkyShell. c. At the prompt type: journalctl -f -l -u synergysky-acano.service SKY provisioning API logs from the Win Node: a. On the Win Node server, go to the Synergy SKY install directory (Default is C:\SynergySky\ProvisioningAPI\Logs ) b. Provide us with ProvisioningAPI.txt 6.3 Cisco CMS provisioning How does it work? Cisco CMS users, Spaces and access methods are provisioned via the Synergy SKY Provisioning API. The sequence of events is as follows: If provisioning a user fails, the Space provisioning will still be attempted: failure of any of the substeps in 1 above does not affect step 2. Access methods cannot be provisioned unless a Space exists, so Step 3 will not occur if Steps 2a or 2b are unsuccessful and the Space Provisioning Status shows as Failed in the Provisioning Portal. Synergy SKY Administrator Guide 4.10 Page 108 of 115

109 6.3.2 What can go wrong? As Cisco CMS provisioning uses the Synergy SKY provisioning API, the exact process of events as they relate to the sequence above can be different depending on how your third party provisioning mechanism interacts with the provisioning API. For more on troubleshooting the Provisioning API see "APIs" on the next page What can go wrong? Symptom Cause Diagnostics Resolution Cisco CMS User provisioning fails: After provisioning a Cisco CMS user, the provisioning status of the Cisco CMS user shows as failed in the Synergy SKY Provisioning Portal. Cisco CMS LDAP sync failed for one of these reasons: 1. Duplicate user jid (if Cisco CMS is synced towards other LDAP/AD sources as well) 2. Deadlock in Cisco CMS. 3. Network issues (Cisco CMS not able to connect to LDAP port 389 on Core Node/DB Node). Check for errors in: 1. synergysky- Acano.service log on the App Node 2. Cisco CMS Event Log 3. Cisco CMS Event Log Edit and save the Cisco CMS user object in the Provisioning Portal. Cisco CMS Space provisioning fails: After provisioning a Cisco CMS user's Space, the provisioning status of the Cisco CMS Space shows as failed in the Synergy SKY Provisioning Portal. 1. Cisco CMS API request from Synergy SKYfails when creating the Space (network issues, faulty configuration etc.). 2. If the user was not provisioned correctly (i.e. does not exist in Cisco CMS), the membership association will fail and the Space service in Synergy SKYwill end up in a failed status. Check for errors in synergysky-acano.service log on the App Node. In the Provisioning Portal: Make sure the Cisco CMS user exists. Edit and save the Cisco CMS Space service object. Cisco CMS Access Method provisioning fails: After provisioning a Cisco CMS Space's Access Method, the provisioning status of the Cisco CMS Access Method shows as failed in the Synergy SKY Provisioning Portal. 1. Cisco CMS API request from Synergy SKYfails when creating the access method (network issues, faulty configuration etc.). 2. If the Space the access method belongs to was not provisioned correctly (e.g. user does not exist in Cisco CMS), the access method provisioning will fail and the access method service in Synergy SKYwill end up in a failed status. Check for errors in synergysky-acano.service log on the App Node. In the Provisioning Portal: Make sure the CMS Space has Provisioning Status OK. Edit and save the CMS access method service object How do I...? Question Answer How do we know what configuration Synergy SKY has sent to Cisco CMS? There are some configurations that when created in Synergy SKY do not get provisioned in Cisco CMS unless applied to the infrastructure device or to a user/space. The profile parameter shows up in the Synergy SKY GUI but how do we know if/where it is applied? This is relevant for: DTMF profile Call branding profile (used for tenant branding with logo and IVR files) The profiles applied during the provisioning process are captured in the Cisco CMS Event Log on the Cisco CMS server. To see which profiles have been applied, you can query the API: IP]/api/v1/callbrandingprofiles Synergy SKY Administrator Guide 4.10 Page 109 of 115

110 6.3.4 Logs Question How do we compare Synergy SKY versus Cisco CMS configuration for users, Spaces and/or access methods? Answer All configuration for Synergy SKY-provisioned Cisco CMS users, Spaces and access methods are displayed in the Provisioning Portal for each user. To view the equivalent information in Cisco CMS, you need to query the Cisco CMS API. For more details see the Cisco CMS API documentation Logs Provide these logs when logging a Cisco CMS provisioning issue: Cisco CMS event log (from Cisco CMS server) Cisco CMS Service log from the SKY Application ComNode: a. Using Putty, SSH into the App Node, capturing all printable output of your session. b. Type exit to exit the SkyShell. c. At the prompt type: journalctl -f -l -u synergysky-acano.service d. Recreate the problem, capturing the log output showing your provisioning attempt. 6.4 APIs What can go wrong? Provisioning API Symptom Cause Resolution Provisioning API requests are failing. Provisioning API does not seem to be running. Provisioning API requests are failing with 401 unauthorized. Provisioning API is failing with 500 Internal Error. LDAP is down. The NativePitbull service is down. Wrong username/password. User is not authorized. Code execution on the API failed Syntax of the provisioning command is incorrect Restart the ldap service and the NativePitbull service, and log a support ticket so we can look into what went wrong. Check/change the credentials. Verify that the user is listed as an 'allowed user' in the config file. Log a support ticket as this is probably a bug. Check the syntax of the command. Synergy SKY Administrator Guide 4.10 Page 110 of 115

111 7: Document revision history 7: Document revision history Date Revision Description September 2017 October Software release 02 Updated to include Cisco CMS CDR receiver instructions Synergy SKY Administrator Guide 4.10 Page 111 of 115

112 Appendix A: Cisco CMS XMPP Multi-domain configuration This appendix describes how to configure multiple XMPP domains on Cisco CMS in Synergy SKY. A.1 Cisco CMS XMPP Multi-domain configuration 113 Synergy SKY Administrator Guide 4.10 Page 112 of 115

113 A.1 Cisco CMS XMPP Multi-domain configuration A.1 Cisco CMS XMPP Multi-domain configuration This appendix explains how to configure Synergy SKY so that you can provision Cisco CMS users with domains other than the default domain on a Cisco CMS MCU. From the Cisco Meeting Server 2.0 Multi-tenancy Considerations document: "XMPP multi-domain enables a single Cisco Meeting Server to host multiple XMPP domains. For example, both example.com and example.org can exist on the same server. It is possible to configure multiple tenants with the same XMPP domain (as in previous releases), or each tenant with their own domain, or mix these schemes." New tenants (customers in Synergy SKY) are not created on Cisco CMS until the first service has been provisioned on a user in Synergy SKY. The Cisco CMS MCU is set up with a default domain. All new customers/tenants will automatically be configured with this domain unless tasks 1-4 below are carried out to configure the customer to use a non-default domain. Before you start, you must read the relevant Cisco CMS documentation: Acano 1.8 release notes Cisco Meeting Server Multi-tenancy Considerations In the example below, we are creating a new domain called 'vci.no'. Task 1: Setting up the new customer, group, user, and service in Synergy SKY 1. In the Win Node Admin web interface, go to Provisioning Management and create a new customer container. 2. Add a group under the customer container, called Users: 3. Go to the Provisioning Portal and create a user entity under the Users folder. 4. Add the CMS User service, using your new domain as the suffix in the Username field. This creates the new tenant, but not the domain, on the Cisco CMS server. Note that the Provisioning Status will stay in Pending state for now: Synergy SKY Administrator Guide 4.10 Page 113 of 115

114 Task 2: Adding the new domain on the Cisco CMS server Task 2: Adding the new domain on the Cisco CMS server If not already added, add the non-default domain according to the Cisco CMS documentation. Task 3: Configuring the LDAP JID mapping in the Com Node Admin web interface 1. In the Com Node Admin web interface, click Customer Groups in the left menu. 2. Click on the customer you created in Task 1 above and click Acano tenant: 3. Click Acano tenant, and in the Acano tenant ldap JID mapping field, update the string with the correct domain: Task 4: Post-configuration and testing 1. In the Win Node Admin web interface, go to the Provisioning Portal, find the user you created in Task 2 above, and deactivate the CMS User service. 2. Recreate the CMS User service for the user. Synergy SKY Administrator Guide 4.10 Page 114 of 115

115 Task 4: Post-configuration and testing 3. Refresh the web page to check that the Provisioning Status is now OK: 4. Open the Cisco CMS client, and verify that you can log in with the CMS User URI you recreated in Task 1 above: Once you have successfully completed all the steps above, you can add all further new users to this new XMPP domain in the standard way. Synergy SKY Administrator Guide 4.10 Page 115 of 115