Polycom ReadiManager SE200 Operator s Guide. Version August 2006 PN: DOC2128B

Transcription

1 Polycom ReadiManager SE200 Operator s Guide Version August 2006 PN: DOC2128B

2 Polycom ReadiManager SE200 Operator s Guide Copyright 2006 Polycom, Inc. All rights reserved. Polycom Headquarters: 4750 Willow Road, Pleasanton, CA (T) For North America only: POLYCOM ( ) (T) For North America, Latin America and Caribbean , (F) Polycom EMEA: 270 Bath Road, Slough, Berkshire SL1 4DX (T) +44 (0) , (F) +44 (0) Polycom Asia Pacific: Polycom Hong Kong Ltd., Rm 1101 MassMutual Tower, 38 Gloucester Road, Wanchai, Hong Kong (T) , (F) No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Polycom, Inc. Under the law, reproducing includes translating into another language or format. As between parties, Polycom, Inc. retains title to and ownership of all proprietary rights with respect to the software contained within its products. The software is protected by United States copyright laws and international treaty provision. Therefore, you must treat the software like any other copyrighted material (e.g. a book or sound recording). Other Restrictions You shall not and shall not allow any third party to 1) decompile, disassemble, or otherwise reverse engineer or attempt to reconstruct or discover any source code or underlying ideas or algorithms of the software by any means whatsoever or 2) remove any product. Trademark Information Polycom, the Polycom logo design, ViaVideo, ViewStation, and SoundStation are registered trademarks; ReadiManager SE200, Global Management System, PathNavigator, ReadiConvene, ipower, People+Content, MGC, WebCommander, PVX, QSX, VSX, and VTX 7000 are trademarks of Polycom, Inc. in the United States and various other countries. Microsoft and Outlook are registered trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks are the property of their respective owners. Patent Information The accompanying product is protected by one or more U.S. and foreign patents and patents pending held by Polycom, Inc. Warranty See Polycom End User License Agreement Note: Polycom believes that this document is accurate as of the date of its issuance. Polycom disclaims any obligation to update the information contained herein. You use the information in this document at your own risk, and Polycom will not be liable for errors or omissions in this document. Polycom does not warrant that the information contained in this document will meet your particular requirements or the requirements of any particular installation. ii

3 Contents Contents About This Guide Documentation Resources vii Finding Help vii Contacting Polycom Technical Support viii 1 Preparing to Use ReadiManager Minimum System Requirements Setting up Your Computer and Browser Logging In Introducing the Operator View Moving Between Screens Sorting a List Filtering a List Using the Conference Schedule About the Scheduled Conferences Screen Scheduling a Conference Modifying a Scheduled Conference Deleting a Scheduled Conference Ending an Active Conference Monitoring Conferences About the Conference Monitoring Screen Using Filters Viewing Details About Conferences and Participants Conference Details Participant Details Managing Active Conferences Conference Management Options iii

4 Polycom ReadiManager SE200 Operator s Guide About the Manage Active Conference Screen Changing an Active Conference Action Buttons on the Conference Management Screen Extending a Scheduled Conference Ending a Conference Removing a Participant Adding a Participant Adding a Guest (External Participant) Muting and Unmuting a Participant Disconnecting and Reconnecting a Participant Acknowledging Help Sending a Message Device and Site Monitoring Monitoring Devices About the Monitoring Devices Screen Viewing Details About Individual Devices Device Information and Status Call Information for Devices Alerts for Devices Video Feed for Devices Monitoring Network Sites About the Monitoring Network Sites Screen Monitoring Network Intersite Links About the Monitoring Network Intersite Links Screen Viewing Call Detail Record Reports The CDR Table - IP View The CDR Table - ISDN View Viewing a CDR Report Exporting a Call Detail Record Troubleshooting Using Gatekeeper Diagnostics Viewing Details About an Item in the Log Defining What to Log iv

5 Contents Clearing Events from the Log Exporting the Log Starting and Stopping Event Logging Scenarios for Troubleshooting Registration Problems and Solutions Point-to-Point Calling Problems and Solutions MCU and Gateway Dialing Problems and Solutions Conference On Demand Problems and Solutions Index v

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7 About This Guide This document, the Polycom ReadiManager SE200 Operator s Guide, describes how to configure and use Polycom ReadiManager through the Operator View. Documentation Resources In addition to this guide, the available documentation that describes the Polycom ReadiManager SE200 system includes: Polycom ReadiManager SE200 Getting Started Guide Polycom ReadiManager SE200 Administrator s Guide Polycom ReadiManager SE200 Outlook Scheduling Guide Polycom ReadiManager SE200 Web Scheduling Guide Polycom ReadiManager SE200 Upgrade Guide Finding Help Online help is also available. To access the help, click the question mark in the upper-right corner of the ReadiManager SE200 screen. vii

8 Polycom ReadiManager SE200 Operator s Guide Contacting Polycom Technical Support For additional help, contact your Polycom Administrator or Polycom Technical Support at: POLYCOM techsupport@polycom.com viii

9 1 Preparing to Use ReadiManager This chapter describes how to set up and configure your computer and browser, introduces the Operator role, and provides instructions for navigating the ReadiManager screens. Minimum System Requirements The client computer must meet the following minimum system requirements: Microsoft Windows 2000 or XP Microsoft Internet Explorer 5.5 Intel Pentium II-class processor 64 MB RAM (128 MB is recommended) 30 MB free space For the Microsoft Outlook component of ReadiManager, MS Outlook 2000 SR1 Setting up Your Computer and Browser Your computer must have the following items installed and configured: The.NET framework Security settings for Microsoft Internet Explorer.NET Framework-reliant components ActiveX controls and plug-ins Pop-ups allowed for all ReadiManager screens 1 1

10 Polycom ReadiManager SE200 Operator s Guide To set up your computer to use ReadiManager 1 Install the.net framework. ReadiManager provides a link to a Microsoft Web site from which you can obtain this software. After it has been installed, close Internet Explorer and reopen it. 2 Install the third-party.net control that contains the Polycom plugin DLL, and then install the plugin DLL. 3 Enable security for.net components. To do so, run an ActiveX control or a Security Enabler utility. For details, see the Release Notes, available at To set security settings in Internet Explorer 1 From the Tools menu, choose Internet Options. 2 Click the Security tab. 3 Make sure the Internet is selected as the Web content zone. 4 Click Custom Level to open the Security Settings dialog box. Figure 1-1 Security Settings Dialog Box 5 In the.net Framework-reliant components section, set the following to Enable: Run components not signed with Authenticate Run components signed with Authenticate 1 2

11 Preparing to Use ReadiManager 6 In the ActiveX controls and plugins section, set the following to Enable or Prompt. Automatic prompting for ActiveX controls Download signed ActiveX controls Download unsigned ActiveX controls 7 Click Apply to save your changes. 8 Select Local Intranet and click Custom Level to display the Security Settings dialog box. 9 Repeat steps 3 through 7, so that the settings for Local Intranet match those for Internet. 10 Click Apply to save your changes. 11 Click OK to close the Internet Options dialog box. Logging In You access ReadiManager through Microsoft Internet Explorer. To access ReadiManager from your computer >> Open Internet Explorer, type the appliance s IP address in the address line, and press Enter. For example: APPLIANCE IP ADDRESS To log in to ReadiManager 1 See your ReadiManager Administrator for your login information. 2 Enter your user name, password, and domain, and then click Login. Figure 1-2 Login Screen 1 3

12 Polycom ReadiManager SE200 Operator s Guide To log out of ReadiManager >> Click the Log Out button in the upper-right corner of the screen. Figure 1-3 Log Out Button Introducing the Operator View The Operator View organizes information about your video conference network in a series of screens accessible through the menus at the top of ReadiManager. You can use the Operator View screens to: Monitor devices. Monitor conferences. Manage conferences. Monitor network sites and intersite links. Schedule and update scheduled conferences. Schedule new conferences with the Conference Scheduling Wizard. For more information, see the Polycom ReadiManager SE200 Web Scheduling Guide. Provide IP and ISDN call reporting. Troubleshoot using gatekeeper diagnostics. 1 4

13 Preparing to Use ReadiManager Moving Between Screens ReadiManager screens share similar elements, including menus, lists, and filters to view item details. Figure 1-4 shows the primary navigation elements. Figure 1-4 Navigation Elements in ReadiManager Views. Links to other ReadiManager views may appear, according to permissions associated with your user account. If you cannot see links, you do not have access to other views. Menus. The menus across the top of the screen access other screens in the Operator View. Help. Click the question mark to access help for the current screen. Log out. Click this button to log out of ReadiManager. Menu Items. Click a specific menu to display available screens. Sorting a List You can change the order in which information is displayed in a list by sorting it. An up arrow indicates the sort is in ascending order; a down arrow indicates the sort is in descending order. To sort a list >> Click the header of the column you want to sort. To reverse the sort, click the column header again. Filtering a List You can filter a list in all Operator View screens. 1 5

14 Polycom ReadiManager SE200 Operator s Guide To filter a list 1 In the Filter by drop-down list, select the criterion to specify items to display. Note: You can enter a partial string to find entries that start with that string. 2 Click Filter. The list is updated to show items that match your criterion. The filter criterion is stored until you update it or clear your browser s cache. To remove a filter, select Clear from the Filter by drop-down list. 1 6

15 Using the Conference Schedule 2 The conference schedule enables you to schedule and manage conferences through ReadiManager. About the Scheduled Conferences Screen Choose Scheduling > Conferences to display the Scheduled Conferences screen. From this screen, you can: View information for future, active, or finished conferences. Filter the list to specify certain conferences. Schedule new conferences, change settings for future and active conferences, and delete conferences. For details, see Table 2-1. Figure 2-1 Scheduled Conferences Screen 2 1

16 Polycom ReadiManager SE200 Operator s Guide Table 2-1 Column ID Name Start Date/Time End Date/Time Owner Domain Information in the Scheduled Conferences Screen Description ID for the conference. The name of the conference when scheduled. The start date and time of the conference, following regional conventions. The end date and time for the conference, following regional conventions. The name of the user who scheduled the conference. The domain of the user who scheduled the conference. Scheduling a Conference You can schedule conferences. To schedule a conference 1 From the menu bar, choose Scheduling > Conferences. 2 On the Scheduled Conferences screen, click New. The Web Scheduling Wizard appears. For instructions about using the Web Scheduling Wizard, see the Polycom ReadiManager Web Scheduling Guide. Modifying a Scheduled Conference You can modify a scheduled conference. To modify a scheduled conference 1 From the menu bar, choose Scheduling > Conferences. 2 Select the conference you want to change and then click Edit. The Web Scheduling Wizard appears. For instructions about using the Web Scheduling Wizard, see the Polycom ReadiManager Web Scheduling Guide. Note: To change the conference type from an audio-only conference to a video conference, you must be in the Operator View. 2 2

17 Using the Conference Schedule 3 When you are done, click Finish. ReadiManager reserves resources, schedules participants, and sends notification messages about the conference. You return to the Scheduled Conferences screen. Note: Changes you make to a conference that is part of a series of recurring conferences apply only to the selected conference. Deleting a Scheduled Conference You can delete a scheduled conference. Note: You cannot delete an active conference. If a scheduled multipoint conference has started, you must end it before you can delete it. To delete a scheduled conference 1 From the menu bar, choose Scheduling > Conferences. 2 On the Scheduled Conferences screen, select the applicable conference and then click Delete. 3 Click Delete to confirm the deletion. If the conference is part of a series of recurring conferences, click Yes to confirm deletion of the series. The conference is deleted from the list. The conference owner, participants, and resource facilitators are notified by . Ending an Active Conference Note: You can end a conference only when the Filter option is set to view ongoing conferences. To end an active conference 1 From the menu bar, choose Scheduling > Conferences. 2 From the Conferences drop-down list, select Ongoing and click Filter. 3 On the Scheduled Conferences screen, select the ongoing conference to end. 4 Click OK to confirm the conference end. 2 3

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19 3 Monitoring Conferences This chapter describes conference monitoring, which allows you to review the status of active conferences (scheduled and unscheduled) and future conferences. About the Conference Monitoring Screen Choose Monitoring > Conferences to display the Conference Monitoring screen. From this screen, you can: Filter to locate a specific conference. View conference status. View detailed data about an individual conference or participant. Manage an active conference. Troubleshoot various problems. In addition to online help, tool tips are available for icons in this screen. Point to an icon to display the tool tip text. Using Filters On the Conference Monitoring screen, you can filter information according to the following conference attributes: ID, date (today, next 7 days), name, type (audio, video), and VIP only. 3-1

20 Polycom ReadiManager SE200 Operator s Guide Figure 3-1 Conference Monitoring Screen Viewing Details About Conferences and Participants You can view details about a conference and participants. Conference Details For details, see Table 3-1. For Polycom MGCs, see the MGC documentation for more information about these fields and their values. Table 3-1 Field ID Type Fields in the Conference Details Tab Description The ID for the conference. Type of conference or call. Options are: Video Audio Only Video (Scheduled) Audio Only (Scheduled) 3-2

21 Monitoring Conferences Table 3-1 Field Status Date Time Connection Rate Recurring Fields in the Conference Details Tab (continued) Description The status of the conference in text, which includes the time (active or future) and the alert status. The start date of the conference. For a scheduled conference, the start and end times of the conference. For an unscheduled conference, the time the conference started. Connection information about the conference or call. Options are: Multipoint Point-to-Point The rate (in kbps) at which audio or video data is being transferred. For a scheduled conference, indicates whether it is recurring. Conference Entry Password Chairperson Password Numeric ID Entry Queue Access Meet Me per Conf (MMPC) Video Session Conference on Port Video Protocol For an MGC conference, displays the entry password, which is the conference access code. For an MGC conference, displays the chairperson password. For an MGC conference, displays the numeric ID. For an MGC conference, indicates whether a conference is set to use the entry queue. For an MGC conference, indicates whether a conference is set to use MMPC. For an MGC conference, displays the video session setting. Options are: Continuous Presence Switching Transcoding For an MGC conference, indicates whether the conference is set to Conference on Port. Select this option to conserve bandwidth and ports. All participants are on a single port and use the same connection speed and video format. For an MGC conference, displays the video protocol. Options are: H.323 H.320 SIP 3-3

22 Polycom ReadiManager SE200 Operator s Guide Table 3-1 Field Fields in the Conference Details Tab (continued) Description Video Format Audio Algorithm Dual Stream Mode T120 Chairperson Option Message Service Type Message Service Name Entry Tone Exit Tone End Time Alert Talk Hold Time For an MGC conference, displays the video format. Options are: Auto CIF QCIF 4CIF 16CIF VGA SVGA XGA NTSC For an MGC conference, displays the audio algorithm. See the MGC documentation for more information. For an MGC conference, displays the dual stream mode. For an MGC conference, displays the T120 mode. For an MGC conference, indicates whether a conference is set to allow a chairperson. For an MGC conference, displays the message service type. Options are: None Welcome (No wait) Attended (Wait) IVR Note: Do not configure an MGC device to use IVR if you use People + Content. For an MGC conference, displays the message service name. For an MGC conference, indicates whether a conference is set to play an entry tone. For an MGC conference, indicates whether a conference is set to play an exit tone. For an MGC conference, indicates whether a conference is set to play an end tone time alert before the end of the conference, and if so, how many minutes before the scheduled endpoint. For an MGC conference, shows for how many seconds the talk hold time is set. 3-4

23 Monitoring Conferences Table 3-1 Field Fields in the Conference Details Tab (continued) Description Audio Mix Depth Lecture Mode Lecture Timer Lecture Interval For an MGC conference, shows for how many sites the audio mix depth is set. For an MGC conference, indicates whether a conference is set to lecture mode. For an MGC conference, indicates whether the lecture timer is turned on. For an MGC conference, shows for how many seconds the lecture interval is set. Participant Details From the Conference Monitoring screen, select a participant to view call details for the connection and associated device in the Call Details tab. For details, see Table 3-2. Figure 3-2 Call Details Tab 3-5

24 Polycom ReadiManager SE200 Operator s Guide Table 3-2 Field ID Type Status Date Time Dial-Mode Interface Fields in the Call Details Tab Description The ID for the participant s call. Type of call. Options are: Video Audio Only Video (Scheduled) Audio Only (Scheduled) The status of the call in text, which includes device status. The date of the call. For a scheduled call, the time the call is scheduled to start and end. For an unscheduled call, the time the call started. Indicates whether the participant received or initiated the call. Dial-in indicates the participant s device initiated the call. Dial-out indicates the participant s device received the call. The interface protocol the participant uses for connecting. Options are: H.320 H.323 Address/Number Rate Caller Name Caller Device Caller Site Caller Device Status Callee Name Callee Device The address or number of the participant (if dial-out) or of the port on the MCU (if dial-in). If the call is point-to-point, both participants display the same number. The transmission rate in Kbps for the call. For a scheduled conference, this value shows the requested call rate. For an unscheduled conference, this value shows the actual call rate. The name of the caller. The name of the user or room associated with the device initiating the call. The name of the site initiating the call. The status of the device initiating the call. The name of the user or room associated with the device receiving the call. The name of the device receiving the call. 3-6

25 Monitoring Conferences Table 3-2 Field Callee Site Fields in the Call Details Tab (continued) Description The name of the site receiving the call. Callee Device Status VIP Video Protocol Video Format Audio Algorithm Content T120 The status of the device receiving the call. Indicates whether the participant is associated with a device designated as VIP. The video protocol used by the participant in an active call. The video format used by the participant in an active call. The audio algorithm used by the participant. Shown for active calls only. Indicates whether the participant is using People + Content in the active call. Indicates whether the participant is using a T.120 connection in the active call. 3-7

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27 Managing Active Conferences 4 This chapter describes how to manage active conferences (scheduled and unscheduled) and their participants. Conference Management Options From the Operator View, you can: Extend a conference. End a conference. Add or remove a participant. Mute or unmute a participant. Acknowledge a request for help from a participant. Disconnect or reconnect participants. Send a message to a participant. Troubleshoot problems. Note: When a conference cannot start automatically, you must create the conference in the MCU and connect to each dial-out participant. About the Manage Active Conference Screen The Manage Active Conference screen provides information about an active conference and its participants. In addition to online help, tool tips are available for icons in this screen. Point to an icon to display the tool tip text. 4 1

28 Polycom ReadiManager SE200 Operator s Guide Figure 4-1 Manage Active Conference Screen Changing an Active Conference You can change active conference settings. Note: To change a future conference, use the Scheduled Conferences screen. To change an active conference 1 Choose Monitoring > Conferences. 2 Select the applicable conference and click Manage. The Manage Active Conference screen appears. For details, see Table Review the information and make any required changes. 4 When you are finished, click Close. Table 4-1 Field Fields in the Manage Active Conference Screen Description Conference Details Conference Name Status Owner The name the scheduler assigned to the conference. The conference s status: active or future. The person who scheduled the conference. 4 2

29 Managing Active Conferences Table 4-1 Field Fields in the Manage Active Conference Screen (continued) Description Conference ID Conference Start Time Duration Time Left MCU Name Bandwidth Video Session Layout Conference Notes The system-generated number assigned to the conference. The date and start time of the conference. The length of the conference in minutes. The amount of scheduled time remaining in the conference. The scheduled endpoints for the conference. The specified bandwidth for the conference. The type of video session: switching or continuous presence. The video layout for the conference. Note: For a continuous presence layout in a video conference, an error occurs if no video boards are available or if they are inside the MGC. Additional information the scheduler provides to the conference participants. Participant Tab Name Conference Type Device Call Status Device Status Audio Status Address/Number Dial Mode Interface Bit Rate The participant s name. The conference type: Room Only, Audio, or Video. The name of the device connected to the conference. The status of the call. The status of the device, if problematic. Applies only to Polycom registered endpoints. The audio status of the participant. Enables muting and unmuting of participants. The address or number of the participant (for dial-out) or of the port on the MCU (for dial-out). For point-to-point calls, the number is the same for both entries. The connection for the participant: Dial-In (outgoing) or Dial-Out (incoming). The network interface type for the participant: H.323 (IP) or (H.320) ISDN. The speed of the participant s connection. 4 3

30 Polycom ReadiManager SE200 Operator s Guide Action Buttons on the Conference Management Screen From the Manage Active Conference screen, you can make conference-level and participant-level changes using action buttons. Table 4-2 describes the these buttons. Table 4-2 Button Action Buttons on Manage Active Conference Screen Description Conference-level Extend Conference Time End Conference Extend a scheduled conference by the specified amount of time. End a conference. Participant-level Add Participants Remove Participants Send Message Add designated participants to a multipoint conference. Remove designated participants from the conference. Send a message to a registered participant. Note: For audio-only conferences, the participant-level buttons are disabled. Extending a Scheduled Conference You may need to extend a scheduled conference. You can do so several times, provided the resources are available. The extension time limit is three hours. To extend a scheduled conference 1 Display the list of conferences. 2 Select the active conference you want to extend and click Manage. 3 On the Manage Active Conference screen, click Extend Conference Time. 4 In the Extend Conference dialog box, select the number of minutes for the extension and then click Update. Figure 4-2 Extend Conference Dialog Box 4 4

31 Managing Active Conferences 5 Click Close. 6 To notify the conference owner or participants that the conference has been extended, click Send Message. You can only send messages to participants with registered Polycom devices. Ending a Conference You may need to end a conference when: Bandwidth or devices are required for another conference. It was cancelled. It ended early. Technical difficulties occur that you cannot resolve. To end a scheduled conference 1 Display the list of conferences. 2 Select the active conference you want to end and click Manage. 3 On the Manage Active Conference screen, click End Conference. The conference appears on the Scheduled Conferences screen with a Past status. 4 Click Close. You return to the Conference Monitoring screen. Removing a Participant You may need to remove a participant when: The person cannot attend a scheduled conference. Technical difficulties occur that you cannot resolve. To remove a participant from an active conference 1 Display the list of conferences. 2 Select the active conference you want to change and click Manage. 3 On the Manage Active Conference screen, select the participant you want to remove and click Remove Participants. 4 When a confirmation message to remove the participant appears, click Yes. The participant disappears from the Manage Active Conference screen. 5 Click Close. 4 5

32 Polycom ReadiManager SE200 Operator s Guide Adding a Participant You can add one or more participants to an active conference, including: A user or room with an associated device that is managed by ReadiManager. A guest with an associated device that is not managed by ReadiManager. Note: You can only add a participant to a conference that occurs on the MGC, which dials out to the participant. To add a participant to an active conference 1 Display the list of conferences. 2 Select the active conference you want to change and click Manage. 3 On the Manage Active Conference screen, click Add Participants. Figure 4-3 Add Participants Dialog Box 4 To add a room or a user with a device that is managed by ReadiManager, type a name or a string of characters in the name, and then click Search. To select multiple items in the list, press Shift-Click or Ctrl-click. The list box on the right displays the names that meet this criterion. To add a guest, click Add Guest. 5 In the list box on the right, select the names to add and click the right arrow to move them to the list of selected participants. To remove a name from the selected participants list, select the names and click the left arrow. 6 To check the device settings for a participant you add, select the participant in the list box on the right and click Edit. 4 6

33 Managing Active Conferences Figure 4-4 Dial Settings Dialog Box 7 In the Dial Settings dialog box, make any desired changes to settings and click OK. For details, see Table Click Update in the Add Participants dialog box. 9 Click Close. Table 4-3 Field Name Dial Type Device Fields in Dial Settings Dialog Box Description The name of the local resource. Specifies how this video endpoint is accessed: through IP or ISDN. The name of the device. Dial Options Speed Set as Host Site If you select Dial-In, you must communicate the dial-in number and pass code to the participant you have added. Note: If MMPC or IVR is not enabled on the MGC, you must look up this information in MGC Manager. The connection speed the device uses for the conference. Select this check box to set this resource as the host site for the conference. Adding a Guest (External Participant) You can add a guest (external participant) to an active conference. A guest is a user or room that is associated with a device that is not managed by ReadiManager. Note: If guests need assistance, advise them to contact you by telephone. 4 7

34 Polycom ReadiManager SE200 Operator s Guide To add a guest to an active conference 1 Display the list of conferences. 2 Select the active conference you want to change and click Manage. 3 On the Manage Active Conference screen, click Add Participants. 4 In the Add Participants dialog box, click External Participants. Figure 4-5 Add External Participant Dialog Box 5 Enter the required information. For details, see Table Click OK. The guest is added to the conference. 7 Click Close. 4 8

35 Managing Active Conferences Table 4-4 Field Name Dial Type Fields in Add External Participant Dialog Box Description Name of the guest. Type of connection. Options are: H323 (IP) H320 (ISDN) Dial Options Number Select the dialling method. Options are: Dial-Out. For this method, the MGC dials the guest. Dial-In. For this method, you must communicate the dial-in number and pass code to the guest. The number with which the guest can be dialed. Note: In a scheduled point-to-point ISDN call from a resource to a guest, only one endpoint displays as connected in the Conference Monitoring screen, because device information is not available for an endpoint that the ReadiManager SE200 system does not manage. Muting and Unmuting a Participant You can mute and unmute the sound to a conference for a registered participant. The audio icon shows the current status of this setting. For details, see Table 4-5. This icon appears only when the conference is running on an external MGC. Note: This option is not available to users with the Scheduler role. Table 4-5 Icon Audio Icons Description Sound muted by the Operator or Administrator. Sound muted by the participant. Unmuted. To mute or unmute a participant 1 Display the list of conferences. 2 Select the active conference you want to change and click Manage. 4 9

36 Polycom ReadiManager SE200 Operator s Guide 3 On the Manage Active Conference screen, locate the appropriate participant and click the audio icon in that row. 4 Click Close. Disconnecting and Reconnecting a Participant You can disconnect and reconnect the device associated with a participant. Disconnected rooms or participants and their devices are still associated with the conference and are not available for other conferences. To disconnect or reconnect a participant 1 Display the list of conferences. 2 Select the active conference you want to change and click Manage. 3 On the Manage Active Conference screen, locate the appropriate room or participant and click the connection icon in the Status column. 4 To disconnect a location, click Remove Participant. 5 Click Close. Acknowledging Help Only a participant with a registered Polycom device can send a request for help. To acknowledge a request for help 1 Choose Monitoring > Conferences. 2 Select the appropriate conference and then click Manage. 3 On the Manage Active Conference screen, select the participant from whom you received the request and click Acknowledge Help. 4 Click Close. Sending a Message You can only send a message to one or more participants with registered Polycom devices. The message appears briefly on the monitor for the selected video endpoint. To send a message 1 Display the list of conferences. 2 Select the active conference you want to change and click Manage. 4 10

37 Managing Active Conferences 3 Select the participant to whom you want to send the message. 4 Click Send Message. The Send Message dialog box appears. Figure 4-6 Send Message Dialog Box 5 Type a message up to 100 characters long and then click OK to send it. 6 Click Close. 4 11

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39 5 Device and Site Monitoring This chapter describes how to monitor devices, sites, and intersite links. Monitoring Devices When you open the Operator View, the Operator Overview screen displays. Click Device Monitoring to display the Device Monitoring screen. This screen provides a list of all devices managed by ReadiManager. You can: Filter the list to view an individual device or group of devices. Sort the list to bring devices of interest to the top. View device status. View call-related information and alerts. View device details. Manage devices. Monitor H.323 video endpoints, MCUs, and third-party devices. For Polycom devices, help participants who have requested it by sending a text message to the device, which displays on the monitor. Troubleshoot problems. About the Monitoring Devices Screen In addition to online help, tool tips are available for icons in this screen. Point to an icon to display the tool tip text. For details, see Table

40 Polycom ReadiManager SE200 Operator s Guide Figure 5-1 Device Monitoring Screen Table 5-1 Column Status Information in the Device Monitoring Screen Description The current status of the device. The device is in a call. The device is not in a call, but is online. The device is offline. Alert The alert status of the device. Options are: Need help (most urgent state) Error Warning Incorrect password Note: For more information, change the Current View selection at the bottom of the screen to Alerts. Device Name The name of the device as registered with ReadiManager. 5-2

41 Device and Site Monitoring Table 5-1 Column Type IP Address Information in the Device Monitoring Screen (continued) Description The type of device. Options are: ViaVideo ViewStation (VS) ViewStation FX and EX MGC V-Series ipower Tandberg Other Note: H.323 (IP) cards and IP blades in MCUs are assigned the type Other. The IP address of the device. Video Number Alias Site VIP The ISDN number used to call the device. The method used to obtain this number displays on the ISDN Assignment Type field in the Device Status detail area at the bottom of the screen. The default E.164 alias of the device or the default H.323 ID, when there is no E.164 alias. The site on the network in which the device is located. Sites are defined in the Administrator View. The device is marked with a VIP flag to indicate it has special importance. Viewing Details About Individual Devices Details for the selected device display at the bottom of the Device Monitoring screen. You can select the type of information to display. The types of available information are: Device information and status Call information and statistics Alerts, which include errors and warnings for all Polycom devices and component information for MGC cards Video feed verification for a Polycom device during a video conference call when remote monitoring is enabled for that device 5-3

42 Polycom ReadiManager SE200 Operator s Guide To change the selection of the current view >> Select the desired view from the Current View drop-down list. To hide the current view >> Click Hide at the top of the screen. Device Information and Status For details, see Table 5-2 and Table 5-3. Figure 5-2 Device Status Tab 5-4

43 Device and Site Monitoring Table 5-2 Field Fields in the Device Status Tab Description Status/Info ISDN Line Status For Polycom endpoints only, indicates the status of the ISDN line. Indicates the line is connected and initialized. Indicates the line could not be initialized. Gatekeeper Registration Status For all H.323 devices and third-party endpoints, indicates the gatekeeper registration status of the device. Indicates the device is registered with the gatekeeper. Indicates the device is not registered with the gatekeeper. GDS Registration Status For Polycom endpoints only, indicates the global directory service (GDS) registration status of the device. Indicates the device is registered with the GDS. Indicates the device had a problem registering with the GDS or failed password authentication. Last Access Time Registration Time-Out Device Local Time For all H.323 devices and third-party endpoints, indicates the last time the gatekeeper received registration information from the device. For all H.323 devices and third-party endpoints, indicates the number of days remaining between the time the device last provided registration information to the gatekeeper and the time the registration is considered to have expired. After the timeout, the device is automatically removed from the registry. For Polycom endpoints only, indicates the current local time of the device. 5-5

44 Polycom ReadiManager SE200 Operator s Guide Table 5-2 Field Fields in the Device Status Tab (continued) Description Capabilities ISDN Assignment Type Endpoint ISDN Type Indicates how the ISDN number shown as the video number in the device list was assigned to this device. Options are: Administrator. Assigned by the ReadiManager Administrator. Endpoint. Native for the device. Auto-Assigned. Assigned by ReadiManager based on the site configuration. From Network. Derived from the gateway and the extension. If the ISDN Assignment Type is Endpoint, indicates the kind of ISDN line type. Options are: BRI PRI Figure 5-3 Device Information Tab Table 5-3 Field Fields in the Device Information Tab Description Device Info Product ID Version Serial Number System Name The product identifier by which the device is known to the gatekeeper. Version of the software in the device. Serial number of the device. System name as specified by the device. Same as the device name. 5-6

45 Device and Site Monitoring Table 5-3 Field Fields in the Device Information Tab (continued) Description LAN Host Name MCMS Version Name The host name that the device uses to register with the DNS server. For an MGC only, the software version of the MGC controller. Addresses H.323 ID The system name. In many cases, the system name and the H.323 ID are identical. E.164 A type of H.323 alias, which is normally used for dialing. The E.164 alias can be resolved by the gatekeeper and functions as an extension, which enables an endpoint that lacks native ISDN to have an associated phone number that can be dialed. Call Signaling Address RAS Addresses IP Address MGC IP Address The IP address and port for H.225 call signaling messages. The IP address and port for registration, admission, and status messages. The IP address of the device. For an MGC only, the registered IP address of the MGC controller. Call Information for Devices For details, see Table 5-4, Table 5-5, and Table

46 Polycom ReadiManager SE200 Operator s Guide Figure 5-4 Call Info Tab Table 5-4 Field Call Status Fields in the Call Info Tab Description Icons indicating the status of a call. Indicates the device is in a call. Indicates the device is online, but not in a call. Call Type Video Protocol Video Format The protocol used in the call. Options are: IP (H.323) ISDN (H.320) SIP (Session Initiation Protocol) POTS (Plain old telephone service) The video protocol in use. Options are: H.261 H.263 H.264 The format of the video data. Options are: QCIF FCIF CIF 5-8

47 Device and Site Monitoring Table 5-4 Field Fields in the Call Info Tab (continued) Description Audio Protocol Far Site Name Far Site Number Cause Code Encryption The audio protocol in use. Options are: G.711 G.722 G.728 Siren14 The name of the device at the other end of the call. For a point-to-point call, the IP address for the device at the other end of the call. For an MCU call, the service prefix. Standard Q.850 cause code for call termination. The type of encryption used. Options are: AES None Figure 5-5 Call Statistics Tab Table 5-5 Field Fields in the Call Statistics Tab Description Rate Audio Rate Video Rate The transmitting and receiving audio rate for the call. The transmitting and receiving video rate for the call. 5-9

48 Polycom ReadiManager SE200 Operator s Guide Table 5-5 Field Fields in the Call Statistics Tab (continued) Description Video Rate Used Video Frame Rate Video FEC Errors The actual bandwidth being used for video data. The number of video frames per second. The number of Forward Error Correction (FEC) errors that have occurred in the call. QoS Total Packet Loss The total packet loss experienced during the call. % Packet Loss The percentage of packets that are lost in relation to the total number of packets being sent over time. Audio Packet Loss Video Packet Loss Audio Jitter Video Jitter The packet loss experienced in the audio portion of the call. The packet loss experienced in the video portion of the call. The jitter experienced in the audio portion of the call. The jitter experienced in the video portion of the call. Figure 5-6 Site Statistics Tab Table 5-6 Field Fields in the Site Statistics Tab Description Tx Clock Rate Rx Clock Rate The transmission rate for the current call. The receiving clock rate for the current call. 5-10

49 Device and Site Monitoring Table 5-6 Field Error Sync Call Type Fields in the Site Statistics Tab (continued) Description The number of CRC errors that have occurred for each channel during the current call. The number of synchronization errors that have occurred for each channel during the current call. The type of call (audio or video). Alerts for Devices Critical errors require immediate attention. Other errors indicate that the system is not functioning correctly. Warnings indicate that the user may be inconvenienced during device operation. Errors and warnings may occur simultaneously. Errors appear in red; warnings appear in light red. If an endpoint is in an error state, the Error icon appears in the Alert column and the list of errors appears on the System Alerts tab. If an endpoint is in a warning state, the System Alerts tab displays the list of warnings. The SE200 can be in multiple states at the same time. The specified state determines the icons that display. In a help state, the Need Help icon displays. In a combined error state and help state, the Need Help icon displays. In a combined error, warning, and help state, the Need Help icon displays. In an error-only state, the Error icon displays. In a combined error and warning state, the Error icon displays. In a warning-only state, the Warning icon displays. The Need Help icon only appears in the list area, in the Alert column. For details, see Table 5-7 and Table

50 Polycom ReadiManager SE200 Operator s Guide Figure 5-7 System Alerts Tab Table 5-7 Information in System Alerts Tab Error or Warning Message Description Errors ISDN Line 1 ISDN Line 2 ISDN Line 3 ISDN Line 4 GK Registration Error Internal System Error The video device does not detect a signal from the specified ISDN line. The video device does not detect a signal from the specified ISDN line. The video device does not detect a signal from the specified ISDN line. The video device does not detect a signal from the specified ISDN line. The device could not find the gatekeeper with which it usually registers. An unexpected error has occurred. Restart the system. If the problem persists, contact Polycom Technical Support. Note: Available for ipower only. Warnings Incorrect password Main UI Not Running You entered an incorrect password. The user interface is not running. Note: Available for ipower only. 5-12

51 Device and Site Monitoring Table 5-7 Information in System Alerts Tab (continued) Error or Warning Message Low Battery Lost Directory Server Server Redirection Camera Disconnected Description The battery is running low in the remote control for the video device. The global directory cannot display. The directory server may be offline. Note: Available for ipower only. A redirect response string (HTTP 3XX) has been returned from another server. The camera is unplugged from the main unit of the video endpoint. Note: Available for ipower only Figure 5-8 Component Alerts Tab Table 5-8 Column Information in Component Alerts Tab Description Card Slot Number Type Error Warning The slot number in which the card is inserted. The list shows all cards on the MGC. Description for the card. Indicates whether an error occurred (Yes/No). Indicates whether a warning occurred (Yes/No). 5-13

52 Polycom ReadiManager SE200 Operator s Guide Video Feed for Devices The image on the left shows what the near-end camera displays. The image on the right shows what the far-end camera displays. You can also verify the video feed from the Monitoring Conferences screen. Figure 5-9 Video Feed Tab Monitoring Network Sites You can monitor the activity at each site in the network and network traffic that is generated by video calls. About the Monitoring Network Sites Screen To display the Monitoring Network Sites screen, choose Monitoring > Network Sites. This screen shows accumulated call statistics for all sites in the network. For details, see Table 5-9. Sites are part of the network topology. Information about them is entered in the ReadiManager Administrator View. The Monitoring Network Sites screen updates status every three seconds. 5-14

53 Device and Site Monitoring Figure 5-10 Monitoring Network Sites Screen Table 5-9 Column Site Name Information in the Monitoring Network Sites Screen Description Name of the site as defined in Directory Services. # of Calls Number of calls occurring at a site. Bandwidth Used Average Bit Rate Percentage of the maximum available bandwidth being used by calls on the site. Average bit rate for all calls on the site. % Packet Loss The percentage of packet loss, compared to the total number of packets being sent over time. Average Jitter Average Delay The average jitter for all calls on the site. The average delay for all calls on the site. Monitoring Network Intersite Links You can view the status of links between sites in a video conferencing network. Network intersite links consist of: Direct links between two sites in an H.323 network. Multisite links that use two or more direct links and include links to the Internet. 5-15

54 Polycom ReadiManager SE200 Operator s Guide Intersite links are part of the network topology. Information about them is entered in the ReadiManager Administrator View. To view the Monitoring Network Intersite Links screen, choose Monitoring > Network Intersite Links. The Monitoring Network Intersite Links screen updates status every three seconds. About the Monitoring Network Intersite Links Screen For details, see Table Figure 5-11 Monitoring Network Intersite Links Screen Table 5-10 Column Information in the Monitoring Network Intersite Links Screen Description Intersite Link Name Name of the intersite link as defined in Directory Services. # of Calls Number of calls occurring over an intersite link. % Bandwidth Used Percentage of the maximum bandwidth available being used by all calls on the intersite link Average Bit Rate Average bit rate for all calls over the intersite link. 5-16

55 Device and Site Monitoring Table 5-10 Column Information in the Monitoring Network Intersite Links Screen (continued) Description % Packet Loss The percentage of packet loss, compared to the total number of packets being sent over time. Average Jitter Average Delay The average jitter for all calls over the intersite link. The average delay for all calls over the intersite link. 5-17

56 Polycom ReadiManager SE200 Operator s Guide 5-18

57 6 Viewing Call Detail Record Reports Two report screens provide call detail record (CDR) information: CDR Table: IP View and CDR Table: ISDN View. You can view CDR reports and export them as comma-separated value (CSV) files to spreadsheet programs, such as Microsoft Excel. The CDR report automatically lists all IP or ISDN calls made to or from every device for the current date. You can filter the list by date, time, device type, IP address, and system to show a specific set of call data. You can use data from the reports to troubleshoot problems, provide information about network traffic, and ensure accurate billing for video calls. Note: To be included in the ISDN CDR, devices in the call do not need to be currently registered with the gatekeeper or global directory server. To be included in the IP CDR, devices must be registered through the gatekeeper. The CDR Table - IP View To display the CDR Table - IP View screen, choose Reports > IP Calls. The calls are listed in order of date and time, with the earliest call shown first. For details, see Table

58 Polycom ReadiManager SE200 Operator s Guide Figure 6-1 CDR Table - IP View Screen Table 6-1 Column Call ID Conf ID Date/Time Source Information in the CDR Table - IP View Screen Description ID automatically generated for the call. The GUID (global unique identifier) for the conference. Date and time the call started, provided in local time for the appliance. Name, IP, or alias of the device that originated the call. Source Address Destination Destination Address Call Type Bandwidth (Kbps) IP address of the device that originated the call. Name, IP address, or alias of the device that received the call. IP address of the device that received the call. The type of call: scheduled or unscheduled. Bandwidth that was used for the call. Duration (min) Length of the call in minutes, up to a maximum of 999. Q.850 Code Standard cause code for call termination. Note: IP calls through the Global Address Book that are not registered to the gatekeeper do not display in the CDR Table - IP View screen. 6 2

59 Viewing Call Detail Record Reports The CDR Table - ISDN View To display the CDR Table - ISDN View, choose Reports > ISDN Calls. The calls are listed in order of date and time, with the earliest call shown first. For details, see Table 6-2. Figure 6-2 CDR Table - ISDN View Screen Table 6-2 Column Call ID Conf ID Date/Time Information in the CDR Table - ISDN View Screen Description ID automatically generated for the call. The alphanumeric value that identifies the conference. Note: This value is only available for multipoint conferences. Date and time the call started, provided in local time for the appliance. System Name Remote Site Direction Call Type Bandwidth (Kbps) Name, IP, or alias of the device that originated the call. Name, IP, or alias of the device that received the call. Indicates whether the call was inbound or outbound. The type of call: scheduled or unscheduled. Bandwidth that was used for the call. Duration (min) Length of call in minutes, up to a maximum of 999. Cause Code Standard Q.850 cause code for call termination. 6 3

60 Polycom ReadiManager SE200 Operator s Guide Viewing a CDR Report Follow this procedure to generate CDR reports. To view a CDR report 1 From the Reports menu, choose the type of report you want. The CDR Table screen displays, showing CDR information for the current date. 2 To change the range of calls, select one of the options from the Filter by drop-down list and enter the appropriate value. The report screen updates to display information that matches your criteria. Exporting a Call Detail Record To export a CDR report 1 Display the CDR data you want to export. 2 Click Export. 3 When the File Download dialog box appears, do one of the following: Click Open to launch Microsoft Excel and display the file. Click Save and then specify a name and location to store the file. 6 4

61 7 Troubleshooting This chapter includes information about gatekeeper diagnostics and provides troubleshooting tips. Using Gatekeeper Diagnostics To display the Gatekeeper Diagnostic screen, choose Operator View > Troubleshooting > Gatekeeper Diagnostics. This screen allows you to log and view messages that endpoints send to the gatekeeper, define which messages are logged, start and stop logging of messages, clear the log, and export the log to another file. For details, see Table 7-1. The following types of messages can display: Errors. These messages display for all errors that occur with Polycom endpoints. Rogues. These messages display calls from unregistered endpoints. Events. These types of events can display: Registration Call detail Neighboring gatekeeper 7 1

62 Polycom ReadiManager SE200 Operator s Guide Figure 7-1 Gatekeeper Diagnostics Screen Table 7-1 Column Type Date/Time Category Description Information on Gatekeeper Diagnostics Screen Description These types of messages display: Information, which indicates normal communications between ReadiManager and the endpoint. Warning, which indicates an unscheduled call and the inability to assign E.164 and ISDN numbers to an endpoint. Error, which indicates the registration of an endpoint or a call failed, or a lack of resources for this gateway or MCU exists. Date and time of the event. Specifies whether an event is a registration, call, or neighboring gatekeeper request. Displays the message sent to or received from the endpoint, identified by the IP address. Viewing Details About an Item in the Log You can view details about a selected item in the list of logged messages. 7 2

63 Troubleshooting To see details about a message >> In the Gatekeeper Diagnostics screen, select the message whose details you want to see. Details appear in the information window at the bottom of the screen. Defining What to Log You can define which messages should be logged. Note: Turn on logging of messages only when you are troubleshooting a problem. To define which messages should be logged 1 From the Troubleshooting menu in the Operator View, choose Gatekeeper Diagnostics. 2 Click Log Settings to display the Gatekeeper Log Settings dialog box. Figure 7-2 Gatekeeper Log Settings Dialog Box 3 Select the types of messages you want to log and click OK. ReadiManager begins logging the types of messages you selected. Clearing Events from the Log You can clear the log, which removes data from the database. 7 3