Administrator s Guide for the Polycom Video Control Application (VCA)

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1 Administrator s Guide for the Polycom Video Control Application (VCA) Version 1.1 November 2007 Edition /A

2 Trademark Information Polycom and the Polycom logo design are registered trademarks and HDX, PathNavigator, and VSX are trademarks of Polycom, Inc. in the United States and various 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/or pending patent applications held by Polycom, Inc Polycom, Inc. All rights reserved. Polycom Inc Willow Road Pleasanton, CA USA 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 the parties, Polycom, Inc. retains title to, and ownership of, all proprietary rights with respect to the software contained within its products. The software is protected by United 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). Every effort has been made to ensure that the information in this manual is accurate. Polycom, Inc. is not responsible for printing or clerical errors. Information in this document is subject to change without notice.

3 About this Guide This guide describes how to install, configure, and troubleshoot the Polycom Video Control Application (VCA) on the Cisco Unified Application Environment (CUAE) server, as well as how to create the proper phone services on the Cisco Unified Communications Manager platform (also called the Cisco CallManager). This guide is intended for system administrators who are already familiar with the CUAE and the Cisco CallManager. For information about using the VCA, refer to the Polycom Video Control Application (VCA) Quick Reference. Additional Polycom documentation is available at the Polycom web site, For support or service related to the Cisco Unified Application Environment, Cisco CallManager, or Cisco IP telephony, please contact Cisco Support or your reseller s Support. For support or service related to the Polycom Video Control Application or Polycom video conferencing systems, please contact your Polycom distributor or go to Polycom Support at iii

4 Administrator s Guide for the Polycom Video Control Application (VCA) iv

5 Contents Contents Installing the Polycom Video Control Application Before You Begin Collecting IP Phone and Video Endpoint Information Obtaining Your Software License Key Code Installing the Polycom VCA Upgrading the Polycom VCA Uninstalling the VCA Provider and Application from the CUAE Server Uninstalling the Polycom VCA Application Files and the CUAE Video Endpoint Administrator Tool Configuring the Polycom Video Control Application Uploading and Configuring the Polycom VCA Provider Uploading and Configuring the Polycom VCA Application Scripts and URLs Adding Polycom VCA Services to the Cisco Unified CallManager Configuring the Optional Convert to Video Service Applying the Cisco Hotfix to CUAE Version Creating the Polycom JTAPI User on the Cisco Unified CallManager Setting Up CUAE for the Convert to Video Service Adding Polycom Video Endpoints to the Cisco Unified CallManager Running the Video Endpoint Administrator Tool Activating the VCA Software License Making IP Phone to Video Endpoint Associations Subscribing Cisco IP Phones to VCA Services and Creating Shortcuts Uninstalling the Polycom Video Control Application Removing Polycom VCA Services from the Cisco Unified CallManager Removing the Optional VCA Convert to Video Service Resetting Cisco IP Phones that were Previously Running the Polycom VCA Troubleshooting Common Problems and Corrective Actions Polycom VCA Application Logs Configuring VCA Logging Levels Collecting the VCA Logs Using the Audit Log Contacting Technical Support v

6 Administrator s Guide for the Polycom Video Control Application (VCA) vi

7 Installing the Polycom Video Control Application 1 This chapter lists the pre-installation requirements, suggests what information you should collect before you begin the installation, and describes how to obtain the software license key and product license. This chapter also lists the steps you need to take to install the VCA. If you already have the VCA installed and want to upgrade it, this chapter explains how to uninstall the VCA before you begin the upgrade. Before You Begin Before installing the Polycom VCA software, you must have the following: Cisco Unified CallManager Version 4.1 or later installed and operational. If you are using the SCCP protocol, you must also have the Polycom SCCP CallManager plug-in, available at /support/video/vsx_series/vsxsccp.html. Cisco Unified Application Environment Version or later installed and operational. Cisco 7970 IP phones (which will run the VCA) installed and operational. One of these hardware models: HDX 9004, HDX 9002, HDX 9001, HDX 8000, or HDX VSX 8000, VSX 7000e, VSX 7000s, VSX 6000, VSX 5000, VSX 3000, V700, or V500. One of these software versions: HDX software Version or later. VSX software Version or Version 8.7 or later for H.323 endpoints. VSX software Version for SCCP endpoints. 1-1

8 Administrator s Guide for the Polycom Video Control Application (VCA) For H.323 endpoints only: Must be registered to an H.323 gatekeeper, such as Polycom PathNavigator. Must have an E.164 extension assigned to the endpoint. Collecting IP Phone and Video Endpoint Information To help facilitate the VCA configuration process, Polycom recommends that you collect the following information for each Cisco 7970 IP phone and Polycom video endpoint: Cisco 7970 IP phone: IP address MAC address (if enabling the Convert to Video service) Dialing extension Polycom video conferencing system: IP address Dialing extension Whether or not the camera is movable Whether or not the remote password is enabled (if it is enabled, record the password) Obtaining Your Software License Key Code To properly activate the VCA, you must have both your VCA software license (a sheet of paper that is shipped to the main customer contact who placed the order) and your VCA software license key code. To obtain your software license key code: 1. Go to 2. Log in or create a new user account. 3. In the Activate Products list, click Video. 4. Enter the Polycom software license number listed on your VCA Software License Certificate. 5. Click Generate. 6. When the license number appears, record it. 1-2

9 Installing the Polycom Video Control Application Installing the Polycom VCA Note IMPORTANT: If this is the first time you install the VCA, follow the steps in this section. If you are upgrading the VCA, you must first uninstall the VCA as described in the Upgrading the Polycom VCA section on page 1-8, and then you can you re-install the VCA as described here. The VCA installation package features the following components: Polycom Video Control Application - The software application that runs within the Cisco Unified Application Environment (CUAE). When installing the Video Control Application, you must install both the VCA Provider and the Application scripts. Polycom CUAE Video Endpoint Administrator - A software tool that allows you to configure the VCA Application database. This tool can be run on the CUAE server itself (by default) or from a remote desktop that has MySQL administrator tools installed. To install the Polycom VCA Provider and Application: 1. Download the PolycomVideoControlApplication.zip file from Note IMPORTANT: Be sure to download the VCA software that is appropriate for the version of CUAE that you are running. The versions are clearly marked on the Downloads section of the Polycom VCA Support web page. VCA software created for CUAE Version 2.3 will not run on CUAE Version 2.4 or later. 2. Unzip the file to the CUAE server or to the network drive that is accessible from the CUAE Server. When you do so, a folder called Disk1 is created. 3. Click Setup.exe in the Disk1 folder. 1-3

10 Administrator s Guide for the Polycom Video Control Application (VCA) The InstallShield Wizard begins. 4. Click Next, and then accept the Polycom software license agreement. 1-4

11 Installing the Polycom Video Control Application 5. Click Next, and then enter the name and organization. 6. Click Next, and then select Complete or Custom. 1-5

12 Administrator s Guide for the Polycom Video Control Application (VCA) Select Custom if you want to install the Polycom CUAE Video Endpoint Administrator on another system. Note If you are installing the CUAE Video Endpoint Administrator on a system other than the CUAE server, the target system must have a copy of My SQL Library and the Microsoft.NET Framework Version 1.1 available on it in order to remotely connect to the VCA Application database. Polycom does not redistribute these files with the CUAE Video Endpoint Administrator installation. 1-6

13 Installing the Polycom Video Control Application 7. Click Next, and then click Install to begin the installation. 8. When you finish the installation, click Finish. You can then begin configuring the Polycom VCA as described in the next chapter. 1-7

14 Administrator s Guide for the Polycom Video Control Application (VCA) Upgrading the Polycom VCA In order to upgrade the VCA, you must first: Uninstall the VCA Provider and Application from the CUAE server. Uninstall the Polycom VCA application files and the CUAE Video Endpoint Administrator tool from your system. When you have completed doing this, you can re-install the VCA as described in the Installing the Polycom VCA section on page 1-3. Uninstalling the VCA Provider and Application from the CUAE Server To uninstall the VCA Provider and Application from the CUAE server: 1. Log in to the CUAE Management Console. 1-8

15 Installing the Polycom Video Control Application 2. Click Providers. 3. Click Polycom CUAE Video Endpoint API. 1-9

16 Administrator s Guide for the Polycom Video Control Application (VCA) 4. Click Disable Provider. 5. Click Uninstall Provider. 1-10

17 Installing the Polycom Video Control Application 6. Click Yes. 7. Navigate back to the CUAE Main Control Panel and click Applications. Note Uninstalling the Provider and Application will not remove the VCA Application database. All of the device association configurations that you made in the previous revision will be preserved. Depending upon the type of upgrade you are performing, you may need to generate a new software license key code. Refer to the release notes that accompany the software upgrade for more information. 1-11

18 Administrator s Guide for the Polycom Video Control Application (VCA) 8. Click Polycom Video Control Application. 9. Click Disable Application. 1-12

19 Installing the Polycom Video Control Application 10. Click Uninstall Application. 11. Click Yes. 12. Log out of the CUAE Management Console. Uninstalling the Polycom VCA Application Files and the CUAE Video Endpoint Administrator Tool To uninstall the Polycom VCA application files and the CUAE Video Endpoint Administrator tool: 1. From the CUAE server s Windows Control Panel (or from the Windows Control Panel of any desktop where you installed the Polycom CUAE Endpoint Administrator tool), select Add or Remove Programs. 1-13

20 Administrator s Guide for the Polycom Video Control Application (VCA) 2. Select Polycom Video Control Application. 3. Click Remove. 4. Click Yes. The Polycom Video Control Application is removed from your system. Note If you now want to re-install the VCA, perform the steps in the Installing the Polycom VCA section on page

21 2 Configuring the Polycom Video Control Application To configure the Polycom VCA, you must: Upload the Polycom VCA Provider to the CUAE Application server and configure it. Upload the Polycom VCA Application scripts and VCA screen URLs to the CUAE Application server and configure them. Add Polycom VCA services to the Cisco Unified CallManager. Configure the "Convert to Video" service on the CUAE Application server and on CallManager (optional). Add Polycom video endpoints to CallManager (Polycom SCCP endpoints only). Run the Polycom CUAE Video Endpoint Administrator tool. Subscribe the Cisco 7970 IP phones to the VCA services. This chapter describes each of these procedures. 2-1

22 Administrator s Guide for the Polycom Video Control Application (VCA) Uploading and Configuring the Polycom VCA Provider To upload and configure the Polycom VCA Provider: 1. Log in to the CUAE Management Console. 2. Click Providers. 3. Click the Browse button near the bottom of the page, and then select C:\Program Files\Cisco Systems\Unified Application Environment\AppServer\Deploy\Polycom CUAE API.mcp. 2-2

23 Configuring the Polycom Video Control Application 4. Click Upload File. 5. When the file is uploaded, click Polycom CUAE Video Endpoint API. 2-3

24 Administrator s Guide for the Polycom Video Control Application (VCA) 6. Click Invoke Extension at the bottom of the Polycom CUAE Video Endpoint API Provider page. 2-4

25 Configuring the Polycom Video Control Application Uploading and Configuring the Polycom VCA Application Scripts and URLs To upload and configure the Polycom VCA Application scripts and URLs: 1. Navigate back to the CUAE Main Control Panel and click Applications. 2. Click the Browse button near the bottom of the page, and then select C:\Program Files\Cisco Systems\Unified Application Environment\ AppServer\Deploy\PolycomVideoControlApp.mca. 2-5

26 Administrator s Guide for the Polycom Video Control Application (VCA) 3. Click Upload File. 4. When the file is uploaded, click Polycom Video Control Application. 2-6

27 Configuring the Polycom Video Control Application 5. The URLs of three PNG files appear on the screen. Change the IP address in all three fields from X.X.X.X to that of the CUAE server, and then click Apply. 2-7

28 Administrator s Guide for the Polycom Video Control Application (VCA) Adding Polycom VCA Services to the Cisco Unified CallManager To allow the IP phones access to the VCA services, you must create an IP Phone Service on the Cisco Unified CallManager. To add Polycom VCA services to the Cisco Unified CallManager: 1. Log in to CallManager. 2-8

29 Configuring the Polycom Video Control Application 2. Select Cisco IP Phone Services from the Feature menu. 3. Click Add a New IP Phone Service. 2-9

30 Administrator s Guide for the Polycom Video Control Application (VCA) 4. Enter a name and description for the new the IP Phone Service, and give it the URL address of CUAE server>:8000/execdesktop?entry=first. 5. Click Insert. 6. If you want to create the optional Convert to Video and Answer Video Call services, repeat steps 3 through 5 using the values listed in the following table: Service Name Description Service URL Convert to Video Answer Incoming Call Converts voice call to video Answers video call when system is set to manual answer entry=second&command=converttovideo entry=second&command=answer 2-10

31 Configuring the Polycom Video Control Application Configuring the Optional Convert to Video Service The Convert to Video service seamlessly converts an audio call to a video call with a single button push (if both phones are associated with video endpoints). In order for this service to work, you must associate phones into the system so that calls can be monitored. This section describes how to do this as well as how to perform the other steps you need to activate the Convert to Video service. Applying the Cisco Hotfix to CUAE Version If you are running CUAE Version and plan to use the Convert to Video service, you will need to apply both of the following to the CUAE server: Cisco CUAE Hotfix #1 (cuae hf-0001.exe) Cisco CUAE Hotfix #7 (cuae hf-7.exe) Please contact Cisco Support or your reseller s Support if you need access to these hotfixes. 2-11

32 Administrator s Guide for the Polycom Video Control Application (VCA) Creating the Polycom JTAPI User on the Cisco Unified CallManager To create the Polycom JTAPI User on the Cisco Unified CallManager: 1. Log in to CallManager. 2. Select Add a New User from the User menu. 2-12

33 Configuring the Polycom Video Control Application 3. Enter a first name, last name, user ID, password, and PIN, and then select the Enable CTI Application Use and the Enable CTI Super Provider check boxes. 4. Click Insert. 5. Click Device Association. 6. Use the Available Device List Filters dialog box to search for the IP phones that will be using the "Convert to Video" service. 2-13

34 Administrator s Guide for the Polycom Video Control Application (VCA) 7. Select the check box next to each IP phone that will be using the Convert to Video service. 8. Click Update. 2-14

35 Configuring the Polycom Video Control Application Setting Up CUAE for the Convert to Video Service To set up CUAE for the Convert to Video service: 1. Log in to the CUAE Management Console. 2. Click Telephony Servers. 2-15

36 Administrator s Guide for the Polycom Video Control Application (VCA) 3. Make sure that Unified Communications Manager is selected in the drop-down list, and then click Add Server. 4. Enter the name and IP address of the CallManager server, select the CallManager version that matches that of your system, and enter the administrator username and password. Enter the SNMP Community only if your CallManager is Version 5.0 or later. 5. Click Create Unified Communications Manager Cluster. 2-16

37 Configuring the Polycom Video Control Application 6. Click Add CTI Manager. 7. Enter a name for the CTI Manager. In the Address field, enter the IP address of a CallManager Publisher or Subscriber running the CTI and Telephony Call Dispatch services. 8. Click Add CTI Manager. 2-17

38 Administrator s Guide for the Polycom Video Control Application (VCA) 9. Click Create Monitored CTI Device Pool. 10. Enter a name for the Monitored CTI Device Pool, and then enter the username and password created in the CallManager global directory. Use the same username and password that you previously entered when you created the Polycom JTAPI user (see the Creating the Polycom JTAPI User on the Cisco Unified CallManager section on page 2-12 for more information). 2-18

39 Configuring the Polycom Video Control Application 11. Click Create Monitored CTI Device Pool. Note Once a pool is created, its server IP address, username, and password cannot be changed. 12. In the Monitored CTI Device Pools section, click Manage Devices. 13. Add every Cisco IP phone that needs to be monitored for this service: a Add the device name to the Device Name field. Note that the format of the device name is SEP prepended to the MAC address of the IP phone. 2-19

40 Administrator s Guide for the Polycom Video Control Application (VCA) b Click Add. The device should then appear in the table. Each device takes approximately 15 seconds to fully register to the server and will show a state of "Enabled Running" as well as the device extension. Note No shared lines are supported with this application. This is a JTAPI limitation imposed by CallManager. 2-20

41 Configuring the Polycom Video Control Application Adding Polycom Video Endpoints to the Cisco Unified CallManager If your Polycom video endpoints are running the SCCP protocol, they must be added to CallManager. In most cases, video endpoints installed prior to the VCA have already been added to CallManager; however, instructions are provided here for reference. To add Polycom video endpoints to the Cisco Unified CallManager: 1. Log in to CallManager. 2. Select Add a New Device from the Device menu. 2-21

42 Administrator s Guide for the Polycom Video Control Application (VCA) 3. Select Phone from the Device type drop-down menu, and then click Next. 4. Select Polycom Video Endpoint from Phone type drop-down menu, and then click Next. 2-22

43 Configuring the Polycom Video Control Application 5. Enter the MAC address, description, and an appropriate device pool from the Device Pool drop-down list. 6. Click Insert to add the video endpoint. 7. Repeat steps 2 through 6 for each video endpoint that you want to add. 2-23

44 Administrator s Guide for the Polycom Video Control Application (VCA) Running the Video Endpoint Administrator Tool From the desktop where you installed the Video Endpoint Administrator tool, launch the Endpoint Administrator program. Activating the VCA Software License To activate the VCA software license: 1. Enter the IP address of the CUAE server, and then click Connect. 2. Click the License Key tab. 3. Enter the following: The license number from your VCA software license. The license key code you generated at 4. Click Submit. 2-24

45 Configuring the Polycom Video Control Application Making IP Phone to Video Endpoint Associations To associate the video endpoints: 1. Click on the Endpoint Association tab. 2. Enter the values for each video endpoint/ip phone pairing: a In the Endpoint Type field, select either HDX or VSX depending on which video conferencing system you have. b In the Endpoint IP Address field, enter the IP address of video endpoint. c In the Endpoint Extension field, enter the extension of video endpoint. d In the Endpoint Protocol field, select H.323 or SCCP. (A future release will allow you to select SIP.) e In the Number of Cameras field, enter 1. (Only one camera is supported in Version 1.1.) f In the Allow Camera Control field, select Yes if you have moving cameras or select No if you have stationary cameras. 2-25

46 Administrator s Guide for the Polycom Video Control Application (VCA) g h i In the Associated Phone IP Address field, enter the IP address of the Cisco 7970 phone. In the Associated Phone Extension field, enter the extension of the Cisco 7970 phone. In the Requires Password field, select Yes if the video endpoint remote access password is set, or select No if it is not set. j In the Password field, set the remote access password of the video endpoint. 3. Do one of the following: If you want to add the new information, click Add New. If you want to update existing information, click Update. If you want to delete existing information, click Delete. If you want to clear the displayed information and make no changes to the VCA Application database, click Clear Fields. 2-26

47 Configuring the Polycom Video Control Application Subscribing Cisco IP Phones to VCA Services and Creating Shortcuts Now that you have configured the Polycom VCA, the Cisco Unified CallManager, and the CUAE Application server, you can enable the services on the Cisco 7970 IP phones. To subscribe the Cisco IP phones to VCA services and create shortcuts: 1. Log in to CallManager. 2. Select Phone from the Device menu, and generate a list of target phones. 3. Click on one of the phones in the list. 2-27

48 Administrator s Guide for the Polycom Video Control Application (VCA) 4. Click Subscribe/Unsubscribe Services from the list at the top of the Phone Configuration screen. 2-28

49 Configuring the Polycom Video Control Application 5. Select a Polycom VCA service from the Select a Service drop-down list (see the Adding Polycom VCA Services to the Cisco Unified CallManager section on page 2-8 for more information), and click Continue. 6. If you want to customize the service name, enter a new name in the Service Name field, and then click Subscribe. 2-29

50 Administrator s Guide for the Polycom Video Control Application (VCA) 7. Repeat steps 4 through 6 for each optional Convert to Video and Answer Video Call service to which you want to subscribe the IP phone. 8. To configure shortcuts, click Add/Update Service URL Buttons from the list at the top of the Phone Configuration screen. 9. Select the desired service from the drop-down menu in the Service column. 10. If you want to customize the button label, enter the text for the label in the Label column. 11. Click Update and Close. 12. Click Reset Phone. 13. Repeat steps 3 through 12 for each Cisco IP phone. At this point, you have completed the Polycom VCA setup process. Congratulations! 2-30

51 3 Uninstalling the Polycom Video Control Application To completely remove the Polycom VCA from both CallManager and the CUAE, you must: Remove Polycom VCA services from CallManager. Remove the Convert to Video service on the CUAE Application server and on CallManager (optional). Reset the Cisco 7970 IP phones that were running the Polycom VCA services. Remove the Polycom VCA Application scripts and URLs from the CUAE Application server. Remove the Polycom VCA Provider from the CUAE Application server. Uninstall the Polycom VCA Application files and the CUAE Video Endpoint Administrator tool. This chapter describes each of these procedures. Note If you simply want to upgrade the VCA, do not perform the steps in this chapter. Rather, perform the steps in the Upgrading the Polycom VCA section on page

52 Administrator s Guide for the Polycom Video Control Application Removing Polycom VCA Services from the Cisco Unified CallManager To remove the Polycom VCA from CallManager: 1. Log in to CallManager. 3-2

53 Uninstalling the Polycom Video Control Application 2. Select Cisco IP Phone Services from the Feature menu. 3. Search for the Polycom VCA services using the Find Service where field. 3-3

54 Administrator s Guide for the Polycom Video Control Application 4. Select the Polycom VCA services that you previously added to CallManager (see steps 4 and 5 of the Setting Up CUAE for the Convert to Video Service section on page 2-15 for more information), and then click Delete Selected. 5. Click OK. 3-4

55 Uninstalling the Polycom Video Control Application Removing the Optional VCA Convert to Video Service To remove the optional Convert to Video service: 1. Log in to the CUAE Management Console. 2. Click Telephony Servers. 3-5

56 Administrator s Guide for the Polycom Video Control Application 3. From the Telephony Servers list, select the CallManager Cluster you previously created (see the Adding Polycom VCA Services to the Cisco Unified CallManager section on page 2-8). 4. In the Monitored CTI Device Pools section, click View Settings. 3-6

57 Uninstalling the Polycom Video Control Application 5. Click Delete Monitored CTI Device Pool. 6. Click Yes. 7. In the CTI Managers section, click Edit next to the entry for the CTI Manager that you previously created (see the Setting Up CUAE for the Convert to Video Service section on page 2-15 for more information). 3-7

58 Administrator s Guide for the Polycom Video Control Application 8. Click Delete CTI Manager. 9. Click Uninstall Unified Communications Manager Cluster in the Unified Communications Manager section. 10. Click Yes. 3-8

59 Uninstalling the Polycom Video Control Application 11. Log in to CallManager. 12. Select Global Directory from the User menu. 3-9

60 Administrator s Guide for the Polycom Video Control Application 13. Enter pjtapi in the User Search field, and then click Search. 3-10

61 Uninstalling the Polycom Video Control Application 14. Click the Delete icon next to the JTAPI user. 15. Click OK. 3-11

62 Administrator s Guide for the Polycom Video Control Application Resetting Cisco IP Phones that were Previously Running the Polycom VCA To reset the Cisco IP phones that were previously running the Polycom VCA: 1. Log in to CallManager. 2. Select Phone from the Device menu. 3-12

63 Uninstalling the Polycom Video Control Application 3. Search for the phones that were running Polycom VCA services using the Find phones where field. 4. Click on a phone that you would like to reset. 3-13

64 Administrator s Guide for the Polycom Video Control Application 5. Click Reset Phone. 6. Repeat steps 4 and 5 for each phone that you would like to reset. 7. Uninstall the VCA Provider and Application from the CUAE server. For complete information about how to do this, see the Uninstalling the VCA Provider and Application from the CUAE Server on page Uninstall the Polycom VCA application files and the CUAE Video Endpoint Administrator tool from your system. For complete information about how to do this, see the Uninstalling the Polycom VCA Application Files and the CUAE Video Endpoint Administrator Tool on page

65 4 Troubleshooting This chapter presents problems, likely causes, and corrective actions for the Polycom VCA. It also describes how to configure, collect, and use the VCA Application logs. If you have checked this documentation and you still are unable to resolve your issue, refer to the last section of this chapter, Contacting Technical Support on page Common Problems and Corrective Actions The following table lists some common problems and the steps you can take to resolve them. Symptom Problem Corrective Action Unable to launch the Polycom VCA or receive an HTTP error [404]. Service is available on the IP phone, however pressing the Service shortcut button does not bring up the VCA service screen. VCA URLs are not programmed correctly on the CUAE server. On the CUAE server, under Applications, verify that the IP address in each of the image URL fields matches the IP address of the CUAE server. (See the Uploading and Configuring the Polycom VCA Application Scripts and URLs section on page 2-5 for more information.) 4-1

66 Administrator s Guide for the Polycom Video Control Application (VCA) Symptom Problem Corrective Action The VCA launches, but no buttons are working. Pressing buttons results in no endpoint activity. The VCA screen that appears on the phone does not match the control protocol of the associated video endpoint. Unable to move the camera. Cisco phones and Polycom endpoints not correctly associated on the CUAE server. Remote access to the Polycom endpoint requires a password. The video endpoint control protocol is not programmed correctly via the Polycom CUAE Video Endpoint Administrator tool on the CUAE server. The Allow camera control field is set to No via the Polycom CUAE Video Endpoint Administrator tool on the CUAE server. The VCA camera control URL is not programmed correctly via the Polycom CUAE Video Endpoint Administrator tool on the CUAE server. Remote access to the Polycom endpoint requires a password. In the Polycom CUAE Video Endpoint Administrator tool, verify that the IP addresses and extensions of the video endpoint and associated phone are entered correctly. (See the Running the Video Endpoint Administrator Tool section on page 2-24 for more information.) In the Polycom CUAE Video Endpoint Administrator tool, verify that the Requires Password and Password fields match those of the endpoint. (See the Running the Video Endpoint Administrator Tool section on page 2-24 for more information.) In the Polycom CUAE Video Endpoint Administrator tool, verify that the Endpoint Protocol field matches the endpoint's control protocol. (See the Running the Video Endpoint Administrator Tool section on page 2-24 for more information.) In the Polycom CUAE Video Endpoint Administrator tool, verify that the Allow Camera Control field for the endpoint is set to Yes. (See the Running the Video Endpoint Administrator Tool section on page 2-24 for more information.) On the CUAE server, under Applications, verify that the IP address in each of the image URL fields matches the IP address of the CUAE server. (See the Uploading and Configuring the Polycom VCA Application Scripts and URLs section on page 2-5 for more information.) In the Polycom CUAE Video Endpoint Administrator tool, verify that the Requires Password and Password fields match those of the endpoint. (See the Running the Video Endpoint Administrator Tool section on page 2-24 for more information.) 4-2

67 Troubleshooting Symptom Problem Corrective Action The VCA is functioning properly, however the Convert to Video service does not work. In CUAE installations, the Cisco hotfixes are not properly installed. The Polycom JTAPI user does not exist on CallManager. Improper configuration of CallManager as a Telephony server on the CUAE server. If you are using CUAE 2.4.1, verify that both the Cisco CUAE Hotfix #1 (cuae hf-0001.exe) and Cisco CUAE Hotifx #7 (cuae hf-7.exe)are applied to the CUAE server. (See the Applying the Cisco Hotfix to CUAE Version section on page 2-12 for more information.) On CallManager, verify that the Polycom JTAPI user exists and that all the desired IP phone devices are associated with the user. (See the Creating the Polycom JTAPI User on the Cisco Unified CallManager section on page 2-12 for more information.) On the CUAE server, verify that CallManager is properly added as a Telephony server (validate the version, login credentials, and IP address). (See the Setting Up CUAE for the Convert to Video Service section on page 2-15 for more information.) On the CUAE server, verify that CallManager is properly added as a CTI Manager (validate the IP address). (See the Setting Up CUAE for the Convert to Video Service section on page 2-15 for more information.) On the CUAE Server, verify that you have properly created the Monitored CTI Device Pool as described on page Ensure that the login credentials for the Polycom JTAPI user were entered properly. Invalid credentials will prevent the service from working properly. Also, for each phone on which the VCA isn't working: On the CUAE server, verify that the Monitored CTI Device Pool exists, and verify the SEP + 'MAC Address entry for the IP phones in question. (See the Setting Up CUAE for the Convert to Video Service section on page 2-15 for more information.) Verify that the status of the devices in question are Enabled Running. (See the Setting Up CUAE for the Convert to Video Service section on page 2-15 for more information.) In the Polycom CUAE Video Endpoint Administrator tool, verify that the IP addresses and extensions of the video endpoint and associated phone are entered correctly. (See the Running the Video Endpoint Administrator Tool section on page 2-24 for more information.) 4-3

68 Administrator s Guide for the Polycom Video Control Application (VCA) Symptom Problem Corrective Action The VCA has stopped working. The application was working fine, but now it no longer works. Cisco phone calls are not working either. The VCA is down across the network: no other IP phone/video endpoint combinations are working. The VCA is working on other Cisco phones: the problem is limited to one or a few configurations. Ensure that the CallManager server is up and running properly. Ensure that the CUAE server is up and running properly. Check to see if the IP address of the video endpoint or Cisco phone has changed. You can check the current IP addresses against what is currently stored in the Polycom CUAE Video Endpoint Administrator tool. If an IP address has changed, update it in the tool. (See the Running the Video Endpoint Administrator Tool section on page 2-24 for more information.) Polycom VCA Application Logs The Polycom VCA offers several Application logs to help you diagnose and troubleshoot the system. These logs output to the CUAE Application Server log. The VCA logs are meant to be analyzed by VCA support experts, and should always be collected before making a support call. The VCA Application logs capture all the activity between the Cisco IP phones, Polycom VCA, and Polycom video endpoints, making for an effective remote troubleshooting tool. Configuring VCA Logging Levels To configure VCA logging levels: 1. Log in to the CUAE Management Console. 4-4

69 Troubleshooting 2. Click Providers. 3. Click Polycom CUAE Video Endpoint API. 4. Select the desired logging level from Log Level drop-down menu. As is standard with the CUAE Application Server logs, the VCA provides several logging levels. The factory default VCA logging level is Info, 4-5

70 Administrator s Guide for the Polycom Video Control Application (VCA) which also logs warnings and errors. However, for troubleshooting purposes, Polycom recommends that you set the logging level to Verbose. 5. Click Apply. Collecting the VCA Logs To collect the VCA logs: 1. Log in to the CUAE Management Console. 4-6

71 Troubleshooting 2. Click Server Logs. 3. Select the AppServer directory. The logs appear in descending order based on the most recent activity, and employ a YYYYMMDD-HHMMSSMS.log naming convention. 4-7

72 Administrator s Guide for the Polycom Video Control Application (VCA) 4. Look for and archive the logs that cover the time period of the troublesome activity. Using the Audit Log The Audit log can help you troubleshoot the configuration steps involving the CUAE Management Console. 4-8

73 Troubleshooting To view the Audit log: 1. Log in to the CUAE Management Console. 2. Click Audit Log. 4-9

74 Administrator s Guide for the Polycom Video Control Application (VCA) The Audit log appears. 3. Click on an Id to view more information about it. 4-10

75 Troubleshooting Contacting Technical Support If you have referred to this documentation and you still are unable to resolve your issue, and you believe the issue is related to the Cisco Unified Application Environment, Cisco CallManager, or Cisco IP telephony, contact Cisco Support or your reseller s Support. For support or service related to the Polycom Video Control Application or Polycom video conferencing systems, please contact your Polycom distributor or go to Polycom Support at 4-11

76 Administrator s Guide for the Polycom Video Control Application (VCA) 4-12

77

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