Acano solution. Acano Manager 1.0 Tutorial Guide. Acano. April B

Transcription

1 Acano solution Acano Manager 1.0 Tutorial Guide Acano April B

2 Contents Contents 1 Document Purpose What is Acano Manager? Acano Manager conceptual view Acano Manager overview Introduction to using Acano Manager Starting and stopping Acano Manager Configuration and log files Configuration files Log files/diagnostics SMTP settings Admin From and To s SMTP Host Getting started Notes on users and creating cospaces Configuring a Call Bridge to use Acano Manager Configuring Acano Manager to use the Call Bridge Instructing Acano Manager to connect to the Call Bridge Connectivity between Acano Manager and the Call Bridge Testing calls into an existing cospace cospace List page Calls In Progress page Has this all worked? Incorrect Call Bridge CDR receiver settings Integration with Directory Services LDAP/Active Directory summary LDAP/Active Directory overview LDAP data structures Acano Manager configures Acano Service LDAP settings LDAP import sequence marble diagram Details on synchronization Call Bridge Sync completion LDAP Importer logging Acano Manager LDAP process improvements Starting the LDAP importer service Controlling when the LDAP importer runs Example LDAP/Active Directory walk-throughs Single customer LDAP import Multiple customers using LDAP import Directory Services page with 3 entries Re-running the Importer Checking after multi-customer import Acano Manager 1.0 Tutorial Guide B Page 2

3 Contents 5.16 Checking the Importer logs LDAP bulk deleting users cospaces 6.1 cospace List page cospace List Start/Manage buttons cospace management Creating and deleting a cospace Creating a cospace Adding users as members to a cospace cospaces and scheduled calls cospaces and VMRs cospace selection when scheduling a call cospaces and call marble diagram Building out Notes on customers Customer Details Customer Access Control management ACL Usage by Operator type Access Control Lists Example Service ACL BigCo ACL Service SmallCo ACL Service Global ACL Service Example ACL settings for a user Ringfencing users Creating custom ACL s Finding users and endpoints Events/alerts marble diagram Who sees which event? Alerts Call confirmed alert Notification scripts MCU differences limits and mechanics MCU states Scheduling resource assignment control MCU list port usage current/forward Notes on endpoints Endpoint details Endpoint billing options User details Customer billing settings Creating a new endpoint Notes on system-wide endpoints Notes on endpoint addresses Selecting an endpoint at call schedule Endpoint filter set Acano Manager 1.0 Tutorial Guide B Page 3

4 Contents 7.30 Endpoint filter set Custom Text Custom Text example Useful Custom Text options CDR/Billing marble diagram Customer billing settings Example customer billing settings Operations (IT) Configuring Acano Manager to use HTTPS Outlook Plugin Clustered Call Bridges Configuring clustered Call Bridges Adding Call Bridges in clustered mode Adding Call Bridge Number Adding Call Bridge Number Clustered configuration checks Making sure the system is working as expected Using the WebRTC client from the Call Bridge Incorrect Call Bridge CDR receiver settings Deployment topologies Monitor application (stand alone) Monitor Monitor (fail-over) Failover model Failover considerations Configuration files Log files/diagnostics Operations (VNOC) Where to calls come from? How do I see cospaces? What s the difference calls/cospaces? cospace List page cospace List Start/Manage buttons cospace management Deleting a cospace Creating a cospace cospace members cospaces and scheduled calls Scheduling a call cospace selection Call lists Call types Call start modes Call lifecycle Notes on customer selection Call scheduling process Acano Manager 1.0 Tutorial Guide B Page 4

5 Contents 9.16 Scheduling at VNOC Port allocation mode What do the options on Call Save mean? Notes on Outlook scheduling Scheduling a call via Outlook How do I manage a call? Calls in progress Call layout Call layout (non Acano) Participant layout Participant layout (non Acano) Approving a call Changing a call s details Removing participants Notes on time Reporting Summary CDR/Billing data marble diagram Activity reports Call data records (also known as Accounting data records) Call quality MCU port usage Call summary data Cancelled calls Cancelled call report No shows Custom no show time Alerts - on screen summary Alerts - configured by user profile Audit records Billing 11.1 Summary Call outcome configuration Setting the cost of calls at the customer level Inclusive video and audio ports Call outcomes Call outcome report Call outcome sample Billing export preparation Sample billing export Non-billable/pre-paid option Appendix A Frequently Used Terms Appendix B Useful Tips How to raise a support ticket Acano Manager 1.0 Tutorial Guide B Page 5

6 Contents Using filters within Acano Manager Acano Manager 1.0 Tutorial Guide B Page 6

7 Contents Table 1: Now what list of actions and document reference Table 2: Connecting Call Bridges and Acano Manager Table 3: MCU details Table 4: cospace selection when scheduling a call Table 5: Customer details Table 6: MCU differences Table 7: MCU differences Table 8: Scheduling resource assignment control Table 9: Endpoint details Table 10: Endpoint billing options Table 11: User details Table 12: Endpoint filtering Table 13: Custom text Table 14: Customer billing settings Table 15: cospace selection when scheduling a call Table 16: Call types Table 17: Call start modes Table 18: Call lifecycle Table 19: Call scheduling process Table 20: Scheduling at VNOC terms Table 21: Port allocation mode Table 22: Explanation of Call Save options Table 23: Approving a call Table 24: Changing a call s details Table 25: Table of frequently used terms Acano Manager 1.0 Tutorial Guide B Page 7

8 Contents Figure 1: Acano Manager interface Acano Manager 1.0 Tutorial Guide B Page 8

9 Document Purpose 1 Document Purpose Acano Manager is a single point of management for collaboration infrastructure used by enterprises and service providers. This single interface brings together conferencing management, proactive monitoring and management of large call volumes, self-service scheduling, MCU management and multi tenancy and billing. This document is intended to provide the teams that will be using Acano Manager with the knowledge that will enable them to configure, test and ultimately use Acano Manager to deliver video conferencing services. The document is written from the perspective of somebody who has purchased Acano Manager, installed it and is thinking now what? It guides the reader through the initial basic steps of getting the system up and running and validating that it is doing what it should; it provides guidance on what to look for and where to look when the expected results are not obtained. With a basic, functioning, system in place, the document than takes the reader through the process of importing users via LDAP (and in doing so, explains what is happening and what to look for). This is then built upon and we go through multiple LDAP configurations (multi-tenancy) and how the LDAP import process can be used to quickly provision/remove users. It covers call scheduling, call management, gives insight into how reporting and billing data is generated, the outlook plugin, billing etc. Finally, it covers some of the more advanced features such as Access Control Lists, configuring clustered topologies and failover. The now what list of actions to be performed, which are covered in this document are: Actions Document Section 1. A basic understanding of what Acano Manager is 2. What is Acano Manager? 2. How to start it, stop it and location of log files 3. Introduction to using Acano Manager 3. Configuring a Call Bridge to use Acano Manager 4. Configuring Acano Manager to use the Call Bridge 5. Instruct Acano Manager to connect to the Call Bridge 6. Testing that the two systems are working together a) Add a participant into a cospace and check that Acano Manager detects the activity b) Managing calls; simple navigation of the Acano Manager user interface c) Reference checks to establish that the system does basic tasks correctly; what to look for and where 4. Getting Started 4. Getting Started Acano Manager 1.0 Tutorial Guide B Page 9

10 Document Purpose 7. LDAP; importing users from a single LDAP server 5. Integration with Directory Services 8. LDAP; creating multiple tenants and importing multiple sets of users from LDAP 5. Integration with Directory Services 9. LDAP; bulk deletes of users 5. Integration with Directory Services 10. cospaces. a) creating new ones. b) cospace management 11. Calls a) Scheduling b) Management 6. cospaces 9. Operations Visual Network Operations Centre (VNOC) 12. The Outlook plugin 9. Operations (VNOC) 13. Reporting 10. Reporting 14. Billing 11. Billing Table 1: Now what list of actions and document reference Acano Manager 1.0 Tutorial Guide B Page 10

11 What is Acano Manager? 2 What is Acano Manager? Figure 1: Acano Manager interface Acano Manager is a video conferencing service delivery tool. Its purpose is to increase productivity by enabling operators to schedule and manager more MCU calls. It automates many of the day to day processes, including call confirmation and billing. Acano Manager also works across a growing list of MCU s, thus providing a single interface for call scheduling, management and monitoring. 2.1 Acano Manager conceptual view The following diagram provides a conceptual view of Acano Manager Figure 2: Acano Manager conceptual view Acano Manager 1.0 Tutorial Guide B Page 11

12 What is Acano Manager? 2.2 Acano Manager overview The following diagram provides an overview of the Acano Manager. Things created by Provisioning Tools Customers Default Access Controls Premium Services (meet and greet etc.) MCU resources (dedicated or shared) MCU s Address/type Customer (dedicated or shared) Resources (real or oversubscribed) Number Range (URI range/dial plan cospaces hosted by each MCU Automation Booking confirmations Tools to manage the work Calls In Progress Tools to update auto-generated data Call Outcomes and Virtual CDR s Tools to review the work done Usage reports How good were the calls? Tools to convert calls to money Billing data Am I using resources efficiently? Can I avoid buying more? Prefixes The work to be done Dial plans Call Lists (Calls and Access Controls cospaces Calls Controls who can see what cospaces/vmr Participants in each call cospaces/virtual Meeting Room Capacity MCU URI (identity) Layouts PINs Owning user Users Customer ACL Endpoints Customer, ACL, optional owning user Gateways Data generated by the workload Call Data Records Call Quality Records Billing Records Audit Records MCU Port Usage Figure 3: Acano Manager overview Acano Manager 1.0 Tutorial Guide B Page 12

13 Introduction to Using Acano Manager 3 Introduction to using Acano Manager 3.1 Starting and stopping Acano Manager The Acano Manager Service runs as a Windows Service and can be started and stopped in a number of ways: Using the Windows Service or the Windows Task Manager interface Using the Acano Manager Monitor application Via the SC (service control) command using the Windows Command Processor Each of the above options has the same result: it sends a start/stop command to the Aano Manager Service. You can use all three options in any combination. 1. Using Windows Service Manager or Windows Task Manager Select the Services tab Select Acano Manager Service Right-click and click Start Right-click and click Stop NOTE: this requires administrator permissions. 2. Using Acano Manager Monitor Acano Manager Monitor application Folder: Acano Manager\Monitor File: VQMonitor.exe Acano Manager Monitor sends commands to Acano Manager 1.0 Tutorial Guide B Page 13

14 Introduction to Using Acano Manager Acano Manager Service Acano Manager Importer Service If you exit the Acano Manager Monitor application, the services keep running. Starting the Acano Manager Service Click on Service Primary Start Once the Service is started, the Statistics tab will show details of Acano Manager activity. This data updates every second. 3. Control via the SC command Acano Manager 1.0 Tutorial Guide B Page 14

15 Introduction to Using Acano Manager SC start Acano Manager SC stop Acano Manager SC sends a command to the Acano Manager Service (in the same way as option 1. and option 2 do) NOTE: Run the DOS shell as administrator. 3.2 Configuration and log files All the Acano Manager configuration files are stored in the following directories: Program Files > Acano Manager> Service File Name: VQservice.exe.config Program Files > Acano Manager> Monitor File Name: VQMonitor.exe.config Program Files > Acano Manager> Importer File Name: VQImportor.exe.config) Intepubs > wwwroot > am File Name: Web.config After the initial setup you should not need to edit or alter these configuration files (apart from setting up notification.) If you do need to edit or alter these files, only do so with the guidance of an Acano Support Engineer. Acano Manager performs extensive logging: in Program Files > Acano Manager > Service File Name format: vqservice_startdate_at_time_000 In general, these messages are provided for information, but they are a good source of data when troubleshooting. The presence of such messages is not a cause for concern necessarily. If you are experiencing a specific problem with the operation or performance of the Acano Manager software, Acano support can interpret logged messages and their significance for you Configuration files Program Files/Acano Manager/Service VQ.Service.Exe.Config XML file which can be used to control a range of non-standard settings Be careful to not break the XML; watch out for <, > and spaces Changes made to the config require a system restart to take effect Acano Manager 1.0 Tutorial Guide B Page 15

16 Introduction to Using Acano Manager Log files/diagnostics Logging: Acano Manager Service logs Program Files/AcanoManager/Service/ txt files vqservice. NOTE: files wrap-around at 900mb (30 files at 30mb/file) Windows Event viewer MCU logs When contacting Support, supply: The time and effected cospace, call name, endpoints, users Description of the issue Steps to reproduce the issue Relevant screen shots 3.3 SMTP settings To setup notification, you edit the VqService.exe.config [We recommend that you do this in conjunction with an Acano Support Engineer] There are three lines you need to edit in the Vqservice.exe.config file to enable The first two are towards the top of the file (details on pages that follow) 1. <add key="adminfrom " 2. <add key="adminto " value= The next line to edit is towards the bottom of the file (details on pages that follow) 3. <network host= SMTP details here /> Save the changes. Then stop and restart the Acano Manager service for the changes to take effect. Use the Web User Interface (signed in as an Administrator) and use the Check menu item to test Admin From and To s <add key= AdminFrom Used to identify who the came from and in most cases it is configured to identify the Acano Manager system, e.g. Acano Manager 1.0 Tutorial Guide B Page 16

17 Introduction to Using Acano Manager SMTP Host <network host= stmp.mydomain.com /> To specify a user account for SMTP forwarding use: <network host= smtp.mydomain.com" port="25" username="myusername" password="secret" defaultcredentials="true" /> For more examples see: Acano Manager 1.0 Tutorial Guide B Page 17

18 Getting started 4 Getting started This section discusses how to undertake the following tasks: Step Navigation Bar Configure a Call Bridge to use Acano Manager Configure Acano Manager to use the Call Brige Instruct Acano Manager to connect to the Call Bridge Call into an existing cospace See cospace activity with the Calls in Progress page See cospace activity from the cospace List Call Bridge>Config>CDR settings MCU list MCU list Calls in Progress Calls in Progress cospace list Table 2: Connecting Call Bridges and Acano Manager 4.1 Notes on users and creating cospaces The Call Bridge ONLY works with users created in LDAP. Active Directory is a version of LDAP. Acano Manager can only create cospaces on the Call Bridge AFTER users have been imported from LDAP Trying to create a cospace in Acano Manager before running an LDAP import Results in the Call Bridge rejecting the request: unknown User For that reason, initially, keep things simple: Use cospaces created on the Call Bridge Use cospaces created on Acano clients This enables you to check the basics Acano Manager 1.0 Tutorial Guide B Page 18

19 Getting started 4.2 Configuring a Call Bridge to use Acano Manager Set the IP address of the Acano Manager server Set the port Acano Manager defaults the port to 5566 HTTPS is not currently supported WARNING Check that there are no firewalls between the Call Bridge and Acano Manager External firewalls (e.g. Cisco) Windows Firewall on the server hosting Acano Manager Acano Manager gets all its state information via the events passed on this connection. No connection: no state changes Symptoms of a firewall/bad configuration problem Calls In Progress shows no inbound participants Outbound calls don t connect and show invite timeout after approx.. 90 seconds 4.3 Configuring Acano Manager to use the Call Bridge Customer; leave blank for system wide All customers/tenants can use it Give it a name Select the type Selecting Acano results in default values loading Configure its IP address and port Set username and password Set the URI range Good examples 1000 thru 9999 Acano Manager 1.0 Tutorial Guide B Page 19

20 Getting started This defines the numeric URIs that will be used Set the Listener Port: defaults to 5566 Set the MCU online NOTE: The following details are required when configuring an MCU: Field Description Customer Customer Name or System wide Make sure you have has own MCU set on the owning customer. This enables the customer in the MCU s customer drop-down Name/Type IP address/port Capacity Gatekeeper Prefix Video and Audio Only; real and usable Not used but allows Acano Manager to display the correct user to operators on in Confirmation s Acano Manager 1.0 Tutorial Guide B Page 20

21 Getting started User Name/Password MCU Credentials (Administrator) URI/Meeting Room Range Range of Ids that can be used for Conference IDs (NumericIds) Table 3: MCU details 4.4 When Acano Manager connects to the Call Bridge When Acano Manager connects to a Call Bridge, Acano Manager Saves the time Acano Manager checks all CDR events from the Call Bridge against this time. Any CDR events generated before Acano Manager s online time for this MCU are discarded. Remember: Acano Manager uses Acano CDR events (CallStarted, CallLegStarted) to obtain state changes on the Call Bridge. If CDR events are discarded because the Call Bridge s time is earlier than Acano Manager s, no state changes are detected and therefore no Calls In Progress activity is seen Ensure that the Windows Server hosting Acano Manager has an NTP-synchronized clock Ensure Call Bridge s default mode is to have an NTP-synchronized clock Gets the Tenant List from the Call Bridge Creates customers in Acano Manager for each newly discovered tenant Fetches each participant from the Call Bridge that Acano Manager thinks is in a current active call This scenario happens if Acano Manager was restarted with active calls running on the Call Bridge If the participant is no longer connected, changes the participant state to disconnected. If there are no participants in the call, sets the call state stopped. Gets all of the participants from the Call Bridge who are in a call but unknown to Acano Manager (participants who joined calls while Acano Manager was not running) If the cospace is not known to Acano Manager Sets the participant state to connected Gets the cospace details from Call Bridge Creates a cospace within Acano Manager; sets the created by property to Acano Sets the call state to started; the call now appears in Calls in Progress Acano Manager 1.0 Tutorial Guide B Page 21

22 Getting started 4.5 Connectivity between Acano Manager and the Call Bridge Acano Manager and the Call Bridge connect over TCP/IP Acano Manager sends commands to the Call Bridge HTTP Commands from Acano Manager to the Call Bridge Call Bridge sends state change events to Acano Manager HTTP POSTs sent from the Call Bridge to Acano Manager Configure the Call Bridge to send the HTTP Post events to Acano Manager Remember to enable the firewall between them Without these events from the Call Bridge, Acano Manager is blind You see no activity in Calls In Progress Endpoints don t appear as connected in the Acano Manager Calls In Progress page 4.6 Testing calls into an existing cospace Use an existing cospace on the Call Bridge Log in to your Call Bridge Go to the Configuration > cospaces page (shown above) If you don t have a cospace, create one Specify a name Specify a URI User Part (e.g. mike ) Click Add New Acano Manager 1.0 Tutorial Guide B Page 22

23 Getting started Check that it appears on the Call Bridge Dial into the cospace Note; this example uses a phone and appears as an audio-only participant You should: See the call in Calls In Progress ( CIP ) See the call in cospace List Active and All See a participant Joined alert 4.7 cospace List page Viewing and searching for cospaces Retrieve the current set of cospaces from the Call Bridge using Search Admins can select the user whose cospaces they want to find Enter cospace name to search for cospaces with matching name Select Active Displays cospaces that have participants Select All Displays all cospaces matching the criteria Leaving filter criteria blank results in Acano Manager displaying all cospaces known to it NOTE THE DIFFERENCE: Specifying a filter results in the latest information being fetched from the Call Bridge. Acano Manager 1.0 Tutorial Guide B Page 23

24 Getting started 4.8 Calls In Progress page Dashboard view of call activity on the Call Bridge Disconnect the participant (from the device) The call disappears from CIP cospace List active does not show the call Dial back into the cospace The call reappears in CIP cospace List Active will show the call. The Manage button is visible Disconnect the participant from CIP Either via disconnect All (on call row) Or via the participant disconnect (participant row) 4.9 Has this all worked? Yes, it has if. You dialed into your cospace and saw it in CIP The good news is The Call Bridge can send events to Acano Manager Acano Manager is able to send commands to the Call Bridge Therefore you don t have any firewall problems! Your IP address configuration appears good No, it hasn t if. If you didn t see your cospace in CIP Check for firewalls, Acano Manager MCU settings and Call Bridge receiver settings (see next page for what to check first ) Check that your Acano Manager and are using synchronized clocks (NTP servers) If you still don t see the cospace in CIP, contact Acano Support Acano Manager 1.0 Tutorial Guide B Page 24

25 Getting started 4.10 Incorrect Call Bridge CDR receiver settings If you have dialed-into a cospace and do not see it in Calls In Progress Check you don t have any filters set Customer, MCU etc. Check the Call Bridge log. Does it show an error stating that the connection to the CDR receiver has failed? If you see the error: Check for firewalls (on the Windows server running Acano Manager and in the network) Check for the correct IP address Does the Acano Manager server have multiple network cards? Check the port. Does it match what is configured in Acano Manager? Acano Manager 1.0 Tutorial Guide B Page 25

26 Integration with Directory Services 5 Integration with Directory Services 5.1 LDAP/Active Directory summary Import large numbers of users quickly Create users, cospaces, endpoints Set properties such as name and automatically Equally useful Delete large numbers of users quickly Set a filter that results in the LDAP/AD server finding no matches Acano Manager deletes all users within Acano Manager that do not exist in LDAP/AD Set the filter back to a value that results in LDAP/AD find matches Re-run the Importer and reload all users Users can be imported per customer/tenant (or system wide) Users can be imported from multiple LDAP/AD servers (or from different locations on the same LDAP/AD server) Call Bridge and Acano Manager both use the same data 5.2 LDAP/Active Directory overview Acano Manager 1.0 Tutorial Guide B Page 26

27 Integration with Directory Services LDAP (X.500) Lightweight Directory Access Protocol. Microsoft AD is a variant of LDAP (X 500) Acano Manager supports Microsoft Active Directory (AD) and OpenLDAP. All users on the Call Bridge are created from LDAP. Acano Manager can be configured to define LDAP settings; after which Acano Manager can then import users from LDAP and optionally create cospaces. Acano Manager passes LDAP configuration to the Call Bridge. The Call Bridge then imports users from LDAP and optionally creates cospaces. 5.3 LDAP data structures Details Acano Manager Call Bridge Directory Configuration Details LDAP Sync Can be bound to a customer/tenant or be system wide Created each time an LDAP Synchronize is performed Specifies a LDAP server Multiple Directory Configurations can be defined on the same LDAP server Use different OU, base or filters to differentiate Specifies how Attributes map onto Acano Manager fields E.g. User AD attribute $ipphone$ as the value for cospacesecondaryuri $$ indicates substitute value ipphone is an Attribute within LDAP References a LDAP Source (via GUID) LDAP Source References a LDAP Server Structure References a LDAP Mappings structure LDAP Server Contains details of LDAP Server Defines Field Mappings (In a manner similar to that explained for Acano Manager) Allows transforms (via regular expressions) Acano Manager 1.0 Tutorial Guide B Page 27

28 Integration with Directory Services 5.4 Acano Manager configures Acano Service LDAP settings 5.5 LDAP import sequence marble diagram The following diagram defines the sequence of events performed during an LDAP import. (Each blob being a marble.) The sequence of events is displayed across the top of the diagram Acano Manager 1.0 Tutorial Guide B Page 28

29 Integration with Directory Services Acano Manager fetches users from LDAP Acano Manager checks whether it needs to delete users no longer in LDAP Issues a Synchronize command to the Call Bridge etc. Vertically, the diagram shows what happens on each MCU type; the LDAP server the Call Bridge NOTE: The term marble diagram has been borrowed from the world of Reactive Programming. 5.6 Details on synchronization Step 3 of diagram below. Acano Manager 1.0 Tutorial Guide B Page 29

30 Integration with Directory Services 5.7 Call Bridge Sync completion 5.8 LDAP Importer logging The Acano Manager LDAP Importer generates the following log files; Importer errors Summary of errors experienced during the import process Importer Log Detailed log file of the import process Contains any errors; you will see them in the general context of the import process Contains a summary of errors experienced during the Import process The Acano Manager Importer service s the Importer error and log files to the administrator address. 5.9 Acano Manager LDAP process improvements It is important to note that Acano Manager contained significant changes from earlier Acano Manager versions. These include: improved logging and diagnostics the point at which the Sync command is issued to the Call Bridge has changed; this now happens BEFORE Acano Manager starts to create users and optionally, cospaces. During testing, this significantly reduces the cases in which a second LDAP import was required because the Call Bridge had not yet completed its import process Starting the LDAP importer service There are several ways of achieving this. a. Via the Windows Services panel Acano Manager 1.0 Tutorial Guide B Page 30

31 Integration with Directory Services i. Right-click Start or Stop b. Via the Windows Task Manager i. Select the Services and then right click on Acano Manager tab c. Via the Windows SC (service control) command line application d. Via the Acano Manager Monitor application i. Go to Folder: Acano Manager\Monitor Files: VQMonitor.exe Acano Manager 1.0 Tutorial Guide B Page 31

32 Integration with Directory Services Acano Manager Monitor sends commands to the Acano Manager Service and the Acano Manager Importer Service. If you exit the Acano Manager Monitor application, the services keep running ii. To start the Importer Click on Importer Start iii. To inspect log files Refresh list and double click on Inspect a log file 5.11 Controlling when the LDAP importer runs The Importer Process can be configured to run at regular intervals. Go to: Folder: \Acano Manager\ImporterService File: VQ.ImporterService.exe.config IntervalMinutes Interval in minutes between Importer runs The Importer runs, completes and then waits this period before resuming and running once more through the cycle Acano Manager 1.0 Tutorial Guide B Page 32

33 Integration with Directory Services Defaults to 24 hours (1440 minutes) <add key="intervalminutes" value="1440"/> StartTimeHours The Importer runs at this time every day (values 0 thru 23). Defaults to 6 AM This time is server local time <add key="starttimehours" value="6"/> NOTE; StartTimeHours will be used in preference to IntervalMinutes if both values are set in the config file 5.12 Example LDAP/Active Directory walk-throughs Single customer LDAP import 1. Setting up the Directory Service configuration Acano Manager 1.0 Tutorial Guide B Page 33

34 Integration with Directory Services Create a new Directory Service definition Select customer SmallCo LDAP server is on Filter: To pick up users from group2 within the LDAP repository (this is a test set of data; your LDAP server will have different schema. Please check with your LDAP system administrator to get the appropriate settings for your system) Values in $$ are the attribute names to extract from LDAP/AD (think of them as columns in a database) If required, transforms can be applied to the values returned by using pipe commands $mail '/@.*/@mydomain.com/'$ Decode: Import column mail and then apply a regex command to it; replace all characters with mydomain.com Acano Manager will create the cospaces 2. Check User and Endpoint Lists to confirm that you don t have any users or endpoints for SmallCo User List page Select Any using * Click Go Page displays a single user Endpoint List page Acano Manager 1.0 Tutorial Guide B Page 34

35 Integration with Directory Services Select Any using * Click Go No endpoints exist in the system (as expected) 3. Starting the Importer Using Windows Service Manager or Using Windows Task Manager Select the Services tab Select Acano Manager Importer Right-click and click Start Or use the Acano Manager Monitor Application Or use the Windows SC command All send a start command to the Importer process. Acano Manager 1.0 Tutorial Guide B Page 35

36 Integration with Directory Services 4. Check User and Endpoint Lists to confirm that there are users and endpoints for SmallCo User List page Select Any using * Click Go The list now contains more users. Endpoint List page Select Any using * Click Go Endpoints are listed (as expected) Acano Manager 1.0 Tutorial Guide B Page 36

37 Integration with Directory Services NOTE: if you look on the Call Bridge, you will also find the cospaces there 5. Checking the Import logs via the Acano Manager Monitor application The log files confirm what was shown in the UI; the new accounts were created. They also give details of the import The Import Log files are Acano Manager\ImporterService Multiple customers using LDAP import 1. Adding another LDAP source Add another Directory Services configuration Bind to customer BigCo Select Group6 from the repository On the systems being used to create this material, we have a test LDAP server with several groups of users. We ll select users in Group6 ; your LDAP system will be different NOTE 1: Click Test connection to test you have the correct address and authentication details NOTE 2: Clicking Done without values for base note and filter results in you seeing and LDAP Time out Error (a bug has been filed) Acano Manager 1.0 Tutorial Guide B Page 37

38 Integration with Directory Services 5.13 Directory Services page with 3 entries In this instance, the 3 entries are importing from the same LDAP server Re-running the Importer Using Windows Task Manager, Select the Services tab and then select Acano Manager Importer. Right-click and click Start Or use the Windows SC command Acano Manager 1.0 Tutorial Guide B Page 38

39 Integration with Directory Services All send a start command to the Importer process The following is expected to happen. SmallCo is up-to-date. No change BigCo is imported The Users & Endpoints lists show additional entries 5.15 Checking after multi-customer import Check User and Endpoint Lists to confirm that there are users and endpoints for SmallCo and BigCo On the User List page Select Any using * Click Go The list now contains additional users Acano Manager 1.0 Tutorial Guide B Page 39

40 Integration with Directory Services On the Endpoint List page Select Any using * Click Go More endpoints are listed as expected. NOTE: The Call Bridge also shows the cospaces. Acano Manager 1.0 Tutorial Guide B Page 40

41 Integration with Directory Services 5.16 Checking the Importer logs Checking the Import logs via the Acano Manager Monitor application The log files confirm what was seen in the UI; the new accounts were created Log files give details of the import Import Log files Acano Manager\ImporterService Note how SmallCo is imported No change BigCo then imported and created users 5.17 LDAP bulk deleting users Use the LDAP import process to delete users, associated endpoints and cospaces The Acano Manager LDAP import process deletes any user (and associated Endpoints and, if created by Acano Manager, cospaces and cospace members) IF the user not found on AD during the LDAP import process. Bulk delete can therefore be achieved by Setting a filter that doesn t match anything on the LDAP server AM doesn t get any users back from LDAP and therefore deletes all users(and associated endpoints etc) Acano Manager 1.0 Tutorial Guide B Page 41

42 Integration with Directory Services In the above example, we change Group2 to Group2x Click done to save the details Run the importer All users get deleted To reload the users, change Group2x back to Group2 Click done to save the details Run the importer All users get imported Acano Manager 1.0 Tutorial Guide B Page 42

43 cospaces 6 cospaces 6.1 cospace List page See or search for cospaces The current set of cospaces can be retrieved from the Call Bridge using Search. Administrators can select the user whose cospaces they wish to find. Enter cospace name to search for cospaces with a matching name Select Active This displays all cospaces that have participants Select All This displays all cospaces matching the criteria Leaving the filter criteria blank results in Acano Manager displaying the list of all cospaces known to it. NOTE THE DIFFERENCE: Specifying a filter results in the latest information being fetched from the Call Bridge. 6.2 cospace List Start/Manage buttons What is the difference between Start and Manage? Start The cospace is passive ; there are no participants in it. There is currently no call associated with the cospace Acano Manager 1.0 Tutorial Guide B Page 43

44 cospaces Clicking Start creates a call on the cospace; it allows you to then place outbound calls to participants. Without a Start button, the cospace can only become active if a participant dials into it. Manage The cospace is active ; it has participants. Acano Manager has received a CallStart event from the Call Bridge and at least one CallLegStart event. Clicking Manage displays the Calls in Progress where you see this Call only. 6.3 cospace management Creating and deleting a cospace. Click Add New Click Delete Selected What happens when you delete a cospace? It depends.. If Acano Manager created the cospace, the cospace is deleted from the Call Bridge and from Acano Manager (because Acano Manager is deemed to be the authority on items it created) If the cospace was created on the Call Bridge (either via an LDAP import or as a result of a user creating it via their Acano Client), Acano Manager simply deletes the cospace from Acano Manager s current view of the world If, sometime later, Acano Manager receives events from the cospace, it will re-discover the current state of the cospace and present that information to users Creating a cospace Description of fields. Customer MCU; which MCU hosts this cospace? Acano Manager 1.0 Tutorial Guide B Page 44

45 cospaces URI (number or name) Do not include the domain Correct: garageband.cospace Incorrect: Description Owner Other fields include: Audio and Video ports Default from configuration settings Default Layout PIN # CallId Instant Messenger messages can also be deleted Acano Manager 1.0 Tutorial Guide B Page 45

46 cospaces Which other users are members of this cospace? Adding users as members to a cospace A cospace is visible in the following to all users defined as members Acano Manager Acano client Permissions are defined via check boxes Click the Add button to add more users During the LDAP import process If Acano Manager creates the cospace, it automatically sets the owning user as a member If the Call Bridge creates the cospace, it does the same 6.4 cospaces and scheduled calls A cospace exists on the Call Bridge. It takes no resources and therefore, can be essentially an infinite number. cospaces last forever, until they are deleted. A scheduled call takes place at a given time and has a duration. Resources are assigned (reserved) for the call. Scheduled calls are created on the MCU seconds before they are due to start and are deleted from the MCU after they reach their end time. Scheduled calls can be extended, both in terms of capacity and duration, at any time, assuming that the resources are available. A scheduled call can exist as a temporary cospace or on a cospace that already exists. You can create a call to last for 2 hours from 10.00AM next Tuesday (for example). This call can be hosted on a cospace you already have (e.g. on mycospace ) A scheduled call can exist as a temporary cospace or on a cospace that already exists. In this case, the call inherits all the properties from the cospace, including the URI, which enables the users to dial into the call using a familiar URI e.g. mycospace. The call is terminated at it s end time; the cospace continues to exist as normal. The call can be hosted on a cospace that Acano Manager dynamically creates and then destroys after the call has completed. 6.5 cospaces and VMRs Legacy MCUs have calls. These calls had properties such as number of participants, layouts etc. Typically MCUs had limited mechanisms to allow large numbers of Virtual Meeting Rooms (VMRs). For example, Codian: limited ot 200 calls/mcu. RMX: limited to several thousand. Acano Manager 1.0 Tutorial Guide B Page 46

47 cospaces Acano MCUs are designed to scale and introduce the concept of the cospace. They have support for infinite numbers of cospaces. The cospaces consume no resources until they are used. These cospaces have properties such as layouts. Other properties are defined by profiles. For example, the number of participants is controlled by Call Profile. The participant user experience is controlled by Call Leg Profile, including mute on connect, bandwith etc. Acano Manager Call Profile is not supported in Acano Manager A future version of Acano Manager will support Call Profiles. Acano Manager supports cospaces and, on legacy MCUs, Virtual Meeting Rooms. 6.6 cospace selection when scheduling a call Step Description 1 Click +Call to start process of scheduling a call 2 Provide the details of which customer (multi-tenant environment) and who the call is for (Taniya in this case) 3a (option 3b (option Either schedule the call on a temporary cospace (created by Acano Manager) Or, schedule the call on one of the available cospaces for this customer; e.g. Taniya s NOTE 1: When a call is scheduled using a predefined cospace, the basic properties for the call are obtained from the cospace (e.g. the Call s URI, default layouts, capacity.) These can only be changed via the cospace Details page and not on the call. Table 4: cospace selection when scheduling a call 6.7 cospaces and call marble diagram The following diagram shows how calls within Acano Manager are created when activity takes place on a cospace. It also shows how cospaces are used as carriers to host scheduled calls. Across the top are a sequence of events. cospaces are created Participants join the cospace Text aligned to each marble explains what happens Vertically, it shows what happens on each MCU type. The Call ADR table The Participant ADR table Acano Manager 1.0 Tutorial Guide B Page 47

48 cospaces The Call Quality table The term marble diagram has been borrowed from the world of Reactive Programming. Acano Manager 1.0 Tutorial Guide B Page 48

49 Building Out 7 Building out 7.1 Notes on customers Multi-tenancy is an Acano Manager option; with it, you can host more than one customer. This is primarily intended for service providers. It allows them to host more than one user on the same system. Concepts Resources can be assigned to customers (called tenants on the Call Bridge) A customer can have their own dedicated MCUs (one or more; Acano and/or legacy) Maximum call rates In billing mode: Limits can be defined that allow bursting port usage to be charged for Billing rates for each call type can be defined Services can be enabled and you can allow users to request premium services e.g. Meet and Greet (aka Concierge), Call Monitoring etc.. Users are grouped; users, calls, endpoints from one customer will be ring-fenced from other customers Default properties for new users can be defined; Access Control Types Directory Service (LDAP/Active Directory) can be defined per customer The first customer in Acano Manager is labeled Your Company Name and is the root customer Root customer cannot be deleted Root customer will, by default, not use the tenanting mechanisms on the Call Bridge If you want/need to do this, please contact Acano Support For more details about customers/tenants see slide Ringfencing Users We suggest that you rename this customer to something more meaningful in your environment. Customer management has become much easier with LDAP/AD Acano Manager 1.0 Tutorial Guide B Page 49

50 Building Out 7.2 Customer Details Field (mandatory fields are marked with a red asterisk) Description Name Theme Access Controls Bandwidth Cost Code Rates Has Own MCU? Allow M&G, Monitor and 24hour premium services Done Customer Name Acano is the default Tag and Service ACL created automatically when customer is created Default is for users of customer to only see users/calls within this tenant Max and default Create new Cost Code in cost code table In billing mode, rates for the various call types can be defined If yes, check. MCU can then be created and linked to this customer Calls scheduled by customer s users are placed on MCU s) owned by this customer Options displayed on the New Call page Creates new customer Table 5: Explanatory notes for Customer details 7.3 Customer Access Control management Acano Manager automatically manages a default set of Access Controls Each time you create a new customer, Acano Manager: Creates a new Access Control (ACL) Tag with the customer s name Creates a new Access Control Service with the customer s name Adds the customer s ACL tag into the ACL Service definition Sets the default User ACL Tag on the customer Sets the default Endpoint ACL Tag on the customer Sets the default ACL Service on the customer The result of this is: All new users and endpoints created on the customer should have the correct ACLs The customer s users are able to see other users, calls and endpoints for this customer only The Global ACL Service will be updated The new Customer s ACL tag will be added to the Global ( * ) Service Acano Manager 1.0 Tutorial Guide B Page 50

51 Building Out This enables System Level Operators, Admins to see all users from all customers If you delete the customer, the customer s ACLs will be deleted The Global ACL service is then updated 7.4 ACL Usage by Operator type System-wide Operators ACL Service includes all customer Tags Customer-specific Operators ACL Service ONLY includes customer s Tag Result: System-wide Operators see all endpoints/calls Customer Operators only see customer s endpoints and calls 7.5 Access Control Lists Principals ACL Tag Define type of thing ACL Service E.g. SmallCo, BigCo What can somebody see List of things Service (SmallCo and BigCo) SmallCo see SmallCo things, BigCo see BigCo things NOTE: If a tag is defined within a service level, users at that service level see ALL users with the Tag. Global Automatically maintained; see everything New customers created; Customer ACL Tag and Services created Automatically Service created; Customer Tag added to Service ACL Customer ACL Tag added to Global Customers deleted; ACLs tidied up and removed from Global Acano Manager 1.0 Tutorial Guide B Page 51

52 Building Out 7.6 Example Service ACL BigCo ACL Service In this example, the Service ACL BigCo (created for customer BigCo when the company was created indicated by system generated ) is shown. The ACL service contains a single ACL Tag of type BigCo The BigCo Service therefore sees all things tagged with the BigCo Tag Users Endpoints Use the toggle button to expand/contract SmallCo ACL Service In this example, the Service ACL SmallCo (created for customer SmallCo when the company was created indicated by system generated ) is shown. The ACL service contains a single ACL Tag of type SmallCo Acano Manager 1.0 Tutorial Guide B Page 52

53 Building Out The SmallCo Service therefore sees all things tagged with the SmallCo Tag Users Endpoints Global ACL Service In this example, the Global Service ACL is shown This ACL is maintained automatically and contains the ACL Tags for all customers The Global Service ACL therefore sees everything Users Note the mix of user names with different domain names indicating users across multiple customers Endpoints (not expanded) Acano Manager 1.0 Tutorial Guide B Page 53

54 Building Out Acano Manager 1.0 Tutorial Guide B Page 54

55 Building Out 7.7 Example ACL settings for a user User: Anastasia [email protected] ACL Tag: SmallCo ACL Service: SmallCo Explanation This User s (Anastasia) Service ACL allows the user to see all other users with the Tag SmallCo. The full list of users and endpoints at this ACL Service level can be see here. Acano Manager 1.0 Tutorial Guide B Page 55

56 Building Out 7.8 Ringfencing users Acano Manager Customer/tenant specific ACL Users at the customer/tenant only see tenant calls, cospaces and devices from the same customer/tenant Global ACL Typically, this is reserved and used by Service Provider Admins/Operators and allows them to see users, cospaces and endpoints from all customer/tenants Custom ACLs Allows focused ringfencing of user groups (e.g. specific Operators seeing specific subsets of users, calls and cospaces) Call Bridge Tenants created without a tenant GUID contain users and cospaces that are visible to all other tenants Tenants created with a GUID contain users and cospaces that are visible to other users within the tenant AND to any tenants that don t have a GUID set Acano Manager sets a tenant GUID on all non-root tenants (i.e. the 2 nd and subsequent customer/tenants created) A tool can be supplied to set tenant GUID on the root tenant if required It is intended that this maps onto the trust levels required on a server where the service provider uses the Acano Manager rootcustomer/tenant and want to have visibility into all tenants on the Call Bridge 7.9 Creating custom ACL s Why might you want to do this? Supposing you are a Service Provider and you want some of your operators to manage calls for customers 1, 2 and 3 whereas another set of operators should only see and manage calls for customers x, z and z. What s the process? Create a new Tag with a name that is meaningful. E.g., EastCoastOperator We ll later create Users with this Tag type Create a new ACL Service with a name that is meaningful, e.g., EastCoastOperator Add the EastCoastOperator tag Add all the other tags required (for example, all customers located on the East Coast) Use the Service Level Users panel on the Service ACL to see what Users at the ACL will see Acano Manager 1.0 Tutorial Guide B Page 56

57 Building Out Create your East Cost Operator Users Set their ACL Tag to EastCoastOperator Set their ACL Service to EastCoastOperator 7.10 Finding users and endpoints Where did they all come from? Historically, users and endpoints were created manually. However, tools can be custom produced to automate the import of large datasets. For example, again historically, endpoints have been imported from TMS, which is still possible with Acano Manager 1.1. From Acano Manager 1.1, user management vial LDAP?AD has become the norm. During the LDAP/AD import process Acano Manager deletes any users within Acano Manager that are no longer defined within LDAP/AD Imports all users from LDA/AD Creates a user for each LDAP/AD user Creates an endpoint for each user (using the user s name) Optionally creates cospaces and adds cospace members Configures the Call Bridge and instructs it to perform an LDAP/AD sync For more details, see the section LDAP/AD Can I create more? Users can be created manually; however, only users imported from AD will be available on the Call Bridge Therefore new Acano Manager users will typically be Admins How do I delete users and re-fresh my lists? See the notes example imports of LDAP/AD data 7.11 Events/alerts marble diagram Within Acano Manager, software events fire when key things happen. Examples include: Call Scheduled, Call Updated, Call Starting, Call Started, Call Ended, Participant Joined. These events can be: Displayed on the user interface in the Alert Panel at the top of the page (Admins/Operators) Sent to groups of users via A script can be run against the event and custom s sent. The can either be in text or HMTL Alerts can be managed via the Alerts List page and then click Configure (bottom of the page) NOTE: A busy system can generate a lot of alert s so be selective about what you enable. Acano Manager 1.0 Tutorial Guide B Page 57

58 Building Out The above diagram shows events firing: Alerts being generated that appear in the user interface Alert Panel s being generated 7.12 Who sees which event? Alert Configuration page Admins, Ops, Call Owner etc. s set to all matching user types with an address All admins with an address All operators with an address Call owner Gotchas Alert configuration is saved at call creation time You do not see an alert if the configuration is changed AFTER scheduling a cal 7.13 Alerts User-defined alerts to prioritise response txt/html option 36 types, two port threshold % s, three timer settings Acano Manager 1.0 Tutorial Guide B Page 58

59 Building Out 7.14 Call confirmed alert Lync Click to Call Acano Manager 1.0 Tutorial Guide B Page 59

60 Building Out 7.15 Notification scripts Automatically generate confirmations User-defined text Text substitution (accessing Acano Manager s object model) Very basic scripting language Conditions Loops See README in Acano Manager\Server\ Templates 7.16 MCU differences limits and mechanics Mode Description Acano State changes sent to Acano Manager (as CDR events); posted to 5566 (make sure firewall is open!) Infinite number of calls (cospaces) cospace = VMR on steroids All Acano Manager calls are created on a cospace Native support for cospaces; calls created when the first participant joins the cospace Codian State information obtained via polling 200 calls per MCU (regardless of ports) Acano Manager creates VMRs as always available calls Acano Manager 1.0 Tutorial Guide B Page 60

61 Building Out RMX State information obtained via delta s (xx [call/participant] changed) Table 6: MCU differences 4000 calls per MCU Acano Manager creates VMRs as always available calls 7.17 MCU states Step Description Online beginoffline Offline beginonline MCU online and Acano Manager communicates with it successfully. If any form of connection problem occurs, Acano Manager retries 5 times (timeout Transitory 5 state; seconds). MCU After going 5 attempts, offline state > beginoffline Acano Manager attempts to reassign any calls not bound to this MCU to other MCUs with resources available Transitory state; Acano Manager is bringing the MCU online (connecting to it) and then discovering which calls are active on the MCU Table 7: MCU differences 7.18 Scheduling resource assignment control Option Description No MCU specified Preferred MCU Customers with their own MCU Least Loaded scheduling; call placed on least loaded MCU Call placed on defined MCU; if no resources available, schedule fails no resources Calls will be assigned to the customer s MCU Pooled MCU mode allows no resources calls to be scheduled on system pool MCUs Acano Manager 1.0 Tutorial Guide B Page 61

62 Building Out Online/Offline MCUs Calls can only be scheduled against OnLine MCUs; if no preferred MCU is specified and an offline event occurs then calls are reassigned to another MCU Table 8: Scheduling resource assignment control 7.19 MCU list port usage current/forward Acano Manager tracks the MCU ports currently allocated and those about to be consumed. Current; ports currently allocated Future; the port allocation 15 minutes in the future Why is there a difference? Scheduled calls have assigned resources Activity on cospaces is unplanned and could be outside typical ranges Puts scheduled calls at risk because of finite resource count Future allows operators to monitor whether a problem is looming (in 15 minutes) More cospace activity than expected Potential to impact scheduled calls Allows scheduled calls to be moved 7.20 Notes on endpoints Within Acano Manager, an endpoint represents a device Phone Acano client Lync client Classic room system Devices have properties Names, addresses, contact details for people responsible for them Acano Manager 1.0 Tutorial Guide B Page 62

63 Building Out An endpoint can be scheduled to participate in many calls Some MCUs allow the endpoint bandwidth to be managed (and details like initial mute state) The properties used per call might be different Acano Manager uses participant to define an endpoint in a specific call 7.21 Endpoint details Field Description Customer Customer Name or system-wide User Associate to user Operator for launcher Endpoint name Display Name override Display this name into video stream (Codian) Contact details Exchange Info/URL DTMF Leave blank; only used with Outlook plugin Leave blank DTMF string <31 chars; injected into call on connect (,,,,#,,,888,,,#) Audio Only Recording Local and Time Zone MAC address TMS Id Primary Secondary Enables billing Booking confirmation Used when running TMS importer Set when importing from TMS Set protocol and number Optional Acano Manager 1.0 Tutorial Guide B Page 63

64 Building Out Rate Mode Date certified See next section Set this to avoid seeing a non-certified warning in Calls In Progress. It can be set to today s date. Additional certification notes can be added Notes URL When set, allows direct link to device s management console from icon in Calls In Progress Table 9: Endpoint details 7.22 Endpoint billing options Option Description Zero Rated No charges applied to this endpoint Customer Device Apply customer s rates when this endpoint joins a call. NOTE; system wide endpoints (e.g. those belonging to the service provider) are not rated unless: The device belongs to the launching operator and is providing Meet and Greet(aka Concierge)/monitoring. The device is marked as a recorder Device-specific values can be entered and will be used when this endpoint joins a call Table 10: Endpoint billing options Acano Manager 1.0 Tutorial Guide B Page 64

65 Building Out 7.23 User details Field Description Customer LoginID Select customer or leave blank (system-wide) Login user name First Name/Last Name Contact Details User Access Level Service Access Level User Type Local Time Zone Max Endpoints /Telephone Customer s ACL (ACL Tag; who will see them) List of ACL Tags visible to this user User, Admin, Operator.. En-US (MM/DD AM/PM), En-GB (DD/MM 24hr) This will default to the customer s default How many endpoints will list Default Cost Code Table 11: User details Acano Manager 1.0 Tutorial Guide B Page 65

66 Building Out 7.24 Customer billing settings 7.25 Creating a new endpoint Customer not set, system wide Access Level MUST be set for endpoint to be visible If customer selected, defaults to customer s ACL If system-wide, set to the most appropriate ACL level Acano Manager 1.0 Tutorial Guide B Page 66

67 Building Out Primary & secondary network connections methods Used from within CIP to allow operators to quickly switch to an alternative number Set certified date to avoid warning symbol being displayed in CIP when this attendee joins a call Date system certified (tested OK) NOTE: System can be configured to not allow call to be scheduled if a non-certified device is selected Notes on system-wide endpoints This is useful in Service Provider environments where you might have devices which are not bound to specific customers. This allows: When adding participants to a call, you see all endpoints that belong to a specific customer Acano Manager 1.0 Tutorial Guide B Page 67

68 Building Out If you need to add one of the service provider devices, you can clear the customer selector and see them Clear customer field to only see system-wide devices. * (any) shows all which might be a lot Notes on endpoint addresses Acano Manager enforces a rule that all endpoints are unique. The reality is that you ll need multiple devices with the same address; examples include audio bridges. Acano Manager supports {} notation to allow multiple devices to have the same address {0} {1} Acano Manager 1.0 Tutorial Guide B Page 68

69 Building Out {2} When the commands are written to the MCU (for example, inviting somebody into the call) The {0} contents are stripped and Acano Manager passes to the bridge Works for add address types: etc.. The numbers in brackets do not need to be sequential (0,1,2,3) but that is the convention 7.28 Selecting an endpoint at call schedule Customer Field - Defaults to customer selected for the call. Select system-wide (blank), * (any) or include another customer/tenant to include devices from other tenants, (if the current user s ACL allows.) Endpoint filter Use wildcards to find device names/remote party addresses e.g. *Ion, *mydomain. Acano Manager 1.0 Tutorial Guide B Page 69

70 Building Out 7.29 Endpoint filter set Field Description Customer Filter Include external Go Table 12: Endpoint filtering *,?, auto-complete * = any? = List all (what are the options?) Auto-complete = start typing and Acano Manager will display matching options By name, number etc Include any external (inbound or outbound) List details 7.30 Endpoint filter set 7.31 Custom Text Mode Description Enabling/Disabling settings Visible Mandatory Allowing users to delete calls, defining setup times. Making setup times read-only, renaming values, showing/disabling functionality When set, this enables the setting The value must be supplied Acano Manager 1.0 Tutorial Guide B Page 70

71 Building Out Read Only The value cannot be updated Custom Text started as a mechanism to allow customization of names. It has grown into an ugly monster Future versions of Acano Manager provide a clean and consistent way of achieving the result. Table 13: Custom text With custom text you can: Configure services for users Change names to locale preferences Enforce visible / mandatory / read-only 7.32 Custom Text example Enforce Billing Code entry to book a call using the client portal Acano Manager 1.0 Tutorial Guide B Page 71

72 Building Out 7.33 Useful Custom Text options Calls In Progress show calls expanded CIP loads with calls expanded Setup Time Define a default setup time for all calls User Enable Call Overview Enable/Disable Calls In Progress for users User Enable Connection Enable/Disable CIP connect button for users User Enable Mute Enable/Disable CIP Mute button for users User Recurring Calls Enable/Disable Recurring calls for users User Setup Time Define a default setup time for users User Setup Time Read-Only Prevent users changing setup time Useful when a fixed gap between calls is required User Update Call overview Allow the user to update settings on CIP Enables a Read-Only mode Zero Setup for Start now If a user schedules a call for now, enable the setup time to be zeroed 7.34 CDR/Billing marble diagram The following marble diagram shows a sequence of events across the top. A call is scheduled Some time later, the call is updated Some time later, the call starts on the MCU and a call started event fires Participants start to join the call Participants leave and eventually the call is terminated on the MCU After the call has completed, an Operator updates the call s outcome The vertical arrows show where data from each event is written (Acano Manager s SQL table). The Call ADR table The Participant ADR table Acano Manager 1.0 Tutorial Guide B Page 72

73 Building Out The Call Quality table NOTE: The term marble diagram has been borrowed from the world of Reactive Programming Customer billing settings Mode Description Inclusive Video Participants Inclusive Audio Only Participants Rates Defines the number of concurrent video participants that the customer pays for as part of an inclusive tariff. The customer will be invoiced at the IP Video rate when the concurrent limit is exceeded Defines the number of concurrent audio participants that the customer pays for as part of an inclusive tariff. The customer will be invoiced at the audio rate when the concurrent limit is exceeded Rate per hour. MeetandGreet/Recording are charged per call Table 14: Customer billing settings Acano Manager 1.0 Tutorial Guide B Page 73

74 Building Out 7.36 Example customer billing settings Acano Manager 1.0 Tutorial Guide B Page 74

75 Operations (IT) 8 Operations (IT) 8.1 Configuring Acano Manager to use HTTPS From Acano Manager 1.1, the Outlook plugin does not support HTTPS. This is a bug and is being worked on. Contact Acano Support to check on progress. Step 1 Create and/or install a SSL certificate on your system Step 2 Open IIS Manager Select the Acano Manager web site Step 3 Select the SSL mode required Acano Manager 1.0 Tutorial Guide B Page 75

76 Operations (IT) Step Outlook Plugin Acano Manager 1.0 Tutorial Guide B Page 76

77 Operations (IT) 8.3 Clustered Call Bridges Acano Manager support for clustered Call Bridges Acano Manager Acano Call Bridge 1.2 Acano Call Bridge yes no yes (single Call Bridge only) Yes 8.4 Configuring clustered Call Bridges Setup: Before configuring the clustered Call Bridges in Acano Manager you need to make sure that each Call Bridge has been configured with a unique CDR Listener port Check Acano Manager MCU details page; CDR Listener port Check Call Bridge CDR Receiver settings; these should match the Listener CDR port with Acano Manager Go to the Configuration->Cluster page on the Call Bridge user interface Acano Manager 1.0 Tutorial Guide B Page 77

78 Operations (IT) 8.5 Adding Call Bridges in clustered mode Adding Call Bridge Number 1 For each Call Bridge listed under Clustered Call Bridges create a new MCU in Acano Manager For the MCU Name Field you need to enter the Call Bridge Unique Name NOTE: the name is case sensitive and MUST match exactly For the IP Address field you need to enter the IP address from the Call Bridge Address field For the Listener Port Field you need to put the unique CDR Receiver Port for this specific Call Bridge Each Call Bridge must use a different port Acano Manager 1.0 Tutorial Guide B Page 78

79 Operations (IT) Adding Call Bridge Number 2 Call Bridge #2 NOTE: The CDR Listener will receive CDR events on port Clustered configuration checks Making sure the system is working as expected Check Each Call bridge s CDR receiver points to the correct Acano Manager CDR Listener The CDR Listener that receives a Call s CDR event tells Acano Manager which Call Bridge the call is on If the CDR is sent to the wrong Acano Manager CDR Listener: o o Acano Manager s Calls In Progress page will show the call on the wrong Call Bridge When Acano Manager sends Call Bridge specific commands (such as mutes and layouts), it will send them to the WRONG Call Bridge and the request will fail. You will Acano Manager 1.0 Tutorial Guide B Page 79

80 Operations (IT) therefore experience inconsistent user experiences (things not working correctly) If the Call Bridge is unable to send CDR events to Acano Manager, Acano Manager will be unaware of any state changes; calls will not appear in Calls In Progress and Outbound calls will not appear to connect. Check each Call Bridge s System Status; does it show that the CDR Receiver was unable to establish a connection (see slide coming up Incorrect Call Bridge CDR receiver settings) Check for firewalls on all CDR Receiver ports Check Either in the network or, more commonly, the Windows Firewall on the Windows Server hosting Acano Manager Each Call bridge s CDR receiver points to the correct Acano Manager CDR Listener The CDR Listener that receives a Call s CDR event tells Acano Manager which Call Bridge the call is on If the CDR is sent to the wrong Acano Manager CDR Listener: o o Acano Manager s Calls In Progress page will show the call on the wrong Call Bridge When Acano Manager sends Call Bridge specific commands (such as mutes and layouts), it will send them to the WRONG Call Bridge and the request will fail. You will therefore experience inconsistent user experiences (things not working correctly) If the Call Bridge is unable to send CDR events to Acano Manager, Acano Manager will be unaware of any state changes; calls will not appear in Calls In Progress and Outbound calls will not appear to connect. Check each Call Bridge s System Status; does it show that the CDR Receiver was unable to establish a connection (see slide coming up Incorrect Call Bridge CDR receiver settings) Check for firewalls on all CDR Receiver ports Either in the network or, more commonly, the Windows Firewall on the Windows Server hosting Acano Manager Acano Manager 1.0 Tutorial Guide B Page 80

81 Operations (IT) 8.7 Using the WebRTC client from the Call Bridge Use the WebRTC client from each Call Bridge Bridge IP address>:5443 Sign in Place a Call into the cospace Using the cospace s Call Identifier Check Acano Manager s Calls In Progress page shows the call on the correct Call Bridge (MCU) 8.8 Incorrect Call Bridge CDR receiver settings If you have dialed-into a cospace and do not see it in Calls In Progress Check you don t have any filters set Customer, MCU etc. Check the Call Bridge log. Does it show an error stating that the CDR receiver is not responding? If you see the error: Check for firewalls (on the Acano Manager server and in the network) Check for the correct IP address Does the Acano Manager server have multiple network cards? Check the port Acano Manager 1.0 Tutorial Guide B Page 81

82 Operations (IT) Does it match what is configured in Acano Manager? 8.9 Deployment topologies Acano Manager 1.0 Tutorial Guide B Page 82

83 Operations (IT) 8.10 Monitor application (stand alone) 8.11 Monitor Allows Service Start/Stop Acano Manager platform is a Windows Service Can also be started/stopped from Windows Services Importer Start/Stop Acano Manager 1.0 Tutorial Guide B Page 83

84 Operations (IT) Status (and servers) Uses API to get data from platform Utilities ADR Management (deleting) Audit Recode Management Acano Manager 1.0 Tutorial Guide B Page 84

85 Operations (IT) 8.12 Monitor (fail-over) 8.13 Failover model Primary Updates database heartbeat Warm standby Checks database; if no heartbeat, initialize and assume control Status ports Allow apps to determine primary One way failover Primary > secondary. If secondary fails, doesn t switch to primary 8.14 Failover considerations Time/Distance between servers SQL should be 1 to 5msecs from Acano Manager Acano Manager West Coast US, SQL East cost: bad Failure in first 90 seconds Secondary will not switch Assumes primary is initializing Switch time normally approx. 90 secs Acano Manager 1.0 Tutorial Guide B Page 85

86 Operations (IT) 8.15 Configuration files Program Files/Acano Manager/Service VQ.Service.Exe.Config XML file which can be used to control a range of non-standard settings Only edit this file if instructed to by Acano Support Changes made to the config require a system restart to take effect 8.16 Log files/diagnostics Logs from: Acano Manager Service logs Program Files/AcanoManager/Service/ txt files vqservice. Note: files wrap-around at 900mb (30 files at 30mb/file) Windows Event viewer MCU logs Information: Time, Call Name, List of endpoints Description of the issue Any relevant screen shots Acano Manager 1.0 Tutorial Guide B Page 86

87 Operations (VNOC) 9 Operations (VNOC) The majority of day to day activities such as call management and scheduling are done from the top menu section of Acano Manager cospace Management Call Scheduling Calls In Progress (aka Dashboard) managing calls Templates and Recurring calls Approvals of Premium Service Calls The Reporting tabs provide comprehensive filters and the ability to export data for onward distribution Activity high level useage data Call Data and Call Quality Reports MCU Useage graphs Call Summary Cancelled and No Shows 9.1 Where to calls come from? cospaces created on Acano Manager (Manually or via the AD/LDAP import) Participant joins the cospace and a Call is created cospaces created by Users from their Acano Client Acano Manager discovers them when the first participant joins cospace List page can also be used to Search for them on the Acano Server cospaces created by the Acano Server as part of an AD/LDAP import Acano Manager discovers them when the first participant joins cospace List page can also be used to Search for them on the Acano Server Gateway calls Gateway calls are typically between Trunks and allow, for example, Lync -> Room System calls Acano Manager 1.0 Tutorial Guide B Page 87

88 Operations (VNOC) Gateway calls do not use a cospace Scheduled Calls created by Acano Manager (by Admin/Operators or normal Users) These can use a temporary cospace (created dynamically by Acano Manager) or an existing cospace Calls Created via Outlook 9.2 How do I see cospaces? cospace List page Search for a cospace by name Search for all cospaces for a user View active cospaces View all cospaces NOTE: Acano Servers are designed to allow big systems. It is intentional that users can not see all data on large systems there could simply be too much. Active See only cospaces with Participants Manage The cospace has Participants. Click to see Calls In Progress for this Call only Start The cospace has no participants and therefore there is no Active Call. Start Creates a Call on the cospace and allows you to add Participants Add Acano Manager 1.0 Tutorial Guide B Page 88

89 Operations (VNOC) Create a new cospace Delete Delete the cospace if it was created by AM Deleting a non-am created cospace simply removes it from AM. The cospace remains on the Acano Server 9.3 What s the difference calls/cospaces? Why is there a Call List and a cospace List? A cospace can exist on the Acano Server and consume no resources When a participant joins the cospace, a Call Starts Acano Manager detects this Call Start and creates a corresponding Call The Call appears in the call list The Call appears in the Calls In Progress page When the last participant leaves, the call will end (and disappear from Acano Manager s list) A user can create a cospace from their Acano Client Acano Manager will only know the cospace exists when the first participant joins the cospace Until this time, the cospace will not appear in the cospace list To discover a cospace, use the cospace List page and Search for the cospace This sends a search command to the Acano Server Acano Manager s list of cospaces is updated NOTE: because the system is designed to scale, we can t display everything all the time. If you can t see something, search and AM will update from the server. Acano Manager will keep the cospace in its active list for 72 hour. The cospace will remain on the Server just not appear in AM s cospace list In addition to informing Acano Manager that the cospace exists, the first participant joining indicates a new Call. Acano Manager creates a corresponding new Call If a user schedules a call, Acano Manager will create a cospace to host the call. A Call can also be scheduled on a known cospace Acano Manager 1.0 Tutorial Guide B Page 89

90 Operations (VNOC) 9.4 cospace List page See or search cospaces Get the current set of cospaces from the Acano Server using Search Admins can select the user for whom they want to find cospaces for User cospace name to search for cospaces with matching name Active Displays cospaces that have participants All Display all cospaces matching criteria Leaving filter criteria blank results in Acano Manager displaying the list of all cospaces known to Acano Manager NOTE THE DIFFERENCE: Specifying a filter results in the latest information being fetched from the Acano Server. 9.5 cospace List Start/Manage buttons What is the difference between start and manage? Manage The cospace is active ; it has participants Acano Manager has received a CallStart event from the Acano Server and at least one CallLegStart event Clicking Manage takes you to Calls In Progress where you see this Call only Acano Manager 1.0 Tutorial Guide B Page 90

91 Operations (VNOC) Start The cospace is passive. There are no participants in it. There is currently no call associated with the cospace Start creates a call on the cospace; it allows you to then place outbound calls to participants Without a start button, the cospace can only become active if a participant dials into it 9.6 cospace management Deleting a cospace Click Delete Selected What happens when you delete a cospace? It depends. If Acano Manager created the cospace, the cospace is deleted from the Acano Server and from Acano Manager (because Acano Manager is deemed to be the authority on things created using Acano Manager) Acano Manager 1.0 Tutorial Guide B Page 91

92 Operations (VNOC) If the cospace was created on the Acano Server (either via an LDAP import or as a result of a user creating it via their Acano Client), Acano Manager simply deletes the cospace from Acano Manager s current view of the world If, sometime later, Acano Manager receives events from the cospace, it will re-discover the current state if the cospace and present that information to user Creating a cospace Click Add New Customer MCU; which MCU hosts this cospace? URI (number or name) Do not include the domain Correct: garageband.cospace Incorrect: [email protected] Description Owner Other fields include Set Audio and Video ports Default from configuration settings Default Layout PIN # CallId; the call identifier that identifies the call when the participant is prompted by the IVR Instant Messenger messages can also be deleted Which other users are members of this cospace? Acano Manager 1.0 Tutorial Guide B Page 92

93 Operations (VNOC) 9.7 cospace members Adding users as members to a cospace A cospace is visible to all users defined as members Acano Manager Acano Client Permissions are defined via check boxes Use the add button to add more users During the LDAP import process If Acano Manager creates the cospace, it automatically sets the owning user as a member If Acano Server creates the cospace, it does the same Acano Manager 1.0 Tutorial Guide B Page 93

94 Operations (VNOC) 9.8 cospaces and scheduled calls A cospace exists on the Acano Server It takes no resources and there can be, essentially, an infinite number cospaces last forever (or until deleted) A Scheduled call takes place at a given time and has a duration Resources are assigned(reserved) for the call Scheduled calls are created on the MCU seconds before they are due to start They are deleted from the MCU once they reach their end time Scheduled calls can be extended (capacity and duration) at any time (assuming resources are available) A scheduled call can exist as a temporary cospace or on a cospace that already exists So, you can create a call to last for 2 hours from AM next Tuesday This call can be hosted on a cospace you already have (e.g., on mycospace ) In this case, the call inherits all properties from the cospace o URI (enabling users to dial into it using a familiar URI e.g. mycospace ) The call is terminated at its end time; the cospace continues to exist as normal OR, it will be hosted on a cospace that Acano Manager dynamically creates and then destroys after the call has completed 9.9 Scheduling a call cospace selection Acano Manager 1.0 Tutorial Guide B Page 94

95 Operations (VNOC) Step Description 1 Click on +Call to start process of scheduling a new call 2 Provide the details of which customer (multi-tenanted environment) and who is the call for (Taniya in this case) 3a NOTE 1: 3b NOTE 2: When a call is scheduled using a predefined cospace, the basic properties for the call are obtained from the cospace (e.g., The Call s URI, default layouts, capacity etc). These can only be changed via the cospace details page and not on the Call When you click the Start button on the cospace List page, Acano Manager essentially follows the 3b path and schedules a call on the cospace and Starts it on the Acano Server Table 15: cospace selection when scheduling a call 9.10 Call lists Comprehensive filters for busy systems Radio buttons to select scheduled or cospace speed search Acano Manager 1.0 Tutorial Guide B Page 95

96 Operations (VNOC) 9.11 Call types Type Description Scheduled calls cospaces (VMRs) Scheduled calls can be hosted on a temporary cospace or a named cospace Scheduled calls run for a period of time (e.g., 2 hours). Acano Manager creates them on the MCU seconds before they are due to start. AM Removes them from the MCU once they have completed A Call s URI (numeric Id/conference Id) assigned by Acano Manager using either URI To/From the MCU or (when no URI range defined on the MCU) the next key from the URI database (this might result in conflicts with dial-plans); it is therefore recommended that MCUs have URI ranges defined cospaces can be permanent (always running on MCU) or on demand. cospace has defined URI (e.g., 1234 or my meeting ); allows customers to access always on call or for mapping gateway dialplans. cospaces can have defined layout, capacity etc Calls can be scheduled on a cospace; cospace call will be stopped 30 seconds before scheduled call. Scheduled call will execute and expire. cospace will resume Table 16: Call types 9.12 Call start modes Mode Description Manual Automatic Call will be started on the MCU at start time but no participants will be connected automatically by Acano Manager. The operator can connect sites individually or via the all button NOTE: a legacy manual mode can be configured that only starts the call on the MCU when the first participant is connected The call will be started on the MCU at start time and any specified endpoints will automatically be connected into the call. Should any endpoint connect fail, Acano Manager will retry the connect 10 times Table 17: Call start modes Acano Manager 1.0 Tutorial Guide B Page 96

97 Operations (VNOC) 9.13 Call lifecycle Step Description Call created (new call) Somebody schedules a new call Approval state If the call requires resources that need people, it needs approving Waiting for call start time. Call State = Waiting The current time is between the call s Start and Stop time Call State = Starting, Started, Terminating, Terminated or Ready Call can be managed Call state = started when running on MCU Call state = terminating when being deleted from MCU Call state terminated->ready once deleted off MCU Expired Approve any workflow items: Assign launcher for a Meet And Greet call Assign Monitor for a Monitor call Until call is ready to run (call start time is in the future) The call can be executed. Calls will automatically be created on the MCU at their Start Time Auto calls will place outbound calls to all named Participants Manage call is only visible in this state The Call will only appear in Calls In Progress in this state The current time has passed the call s Stop time. Outcome details can be completed Table 18: Call lifecycle 9.14 Notes on customer selection The Customer selected can influence the call options displayed In several ways: If the Customer has their own MCU[s], Calls will only be scheduled on these The available MCUs will be limited to the customer s If the Customer has premium services enabled, these will be available E.g., Meet and Greet, Monitor In a multi-tenanted environment, the Endpoint Selection filter will pre-load to the Customer s The operator will therefore be able to select from the customer s Endpoints by default Acano Manager 1.0 Tutorial Guide B Page 97

98 Operations (VNOC) The operator will also be able to override the Endpoint Customer Filter to select either system wide endpoints or those from another tenant (NOTE: this will require the appropriate ACLs to have been set see Operation, Provisioning and Configuration; Access Controls 9.15 Call scheduling process Step Description Select customer Loads cost codes; customer-specific MCUs Select owner (who will call be billed to; owning user links back to customer) Select launcher (operator who will manage call) Contacts for owner will load; if person requesting call is a one off for customer, select principal user for customer and then overwrite requester details (name, , tel) Can be placeholder until the day of the call Select start time/stop time/setup Conference name Customer Booking Code Select call options Customer has cospace/vmrs? Select resource requirements Select participants Click next Allows customer to bill back to a department. Aka subject matter code PIN, Meet and Greet, Monitor CoSpace or Meeting Room option visible; optionally the call can be scheduled to use a cospace or VMR resource Automatically derived or manually set based on reserved ports for inbound participants Wildcard can be used *, *lon, lon; matches system name and primary/secondary numbers (*70 would find ). ISDN and External endpoints will prompt for a gateway and prefix to be selected Call scheduled; resources assigned and reserved. If a Meet and Greet (aka Concierge), call goes to pending approval state The call layout can now be changed Table 19: Call scheduling process Acano Manager 1.0 Tutorial Guide B Page 98

99 Operations (VNOC) 9.16 Scheduling at VNOC Customer selection for Service Providers Premium Services Selection (enabled by settings on Customer details page) Time zone selection and recurring calls Premium MCU selection (left blank; system selects) Acano Manager 1.0 Tutorial Guide B Page 99

100 Operations (VNOC) Term Description Manual Automatic Reserved inbound participants Available inbound participants Operator controls the MCU ports assigned to the call. This allows a maximum number of Participants to be defined As Participants are selected, Acano Manager automatically increases the number of participant ports that will be reserved on the MCU. Automatic is default mode. Controlled by custom text setting Automatic Port Selection In automatic mode, allows an operator to hold back ports that will be used for participants who dial into the call In manual mode, operator defines the maximum number of participants. As participants are selected and added to the call, the available inbound counter drops by one Table 20: Scheduling at VNOC terms Acano Manager 1.0 Tutorial Guide B Page 100

101 Operations (VNOC) 9.17 Port allocation mode Mode Description Manual Automatic Adjusts ports allocated automatically; each time a new participant is selected and added, increases the ports required by 1 (audio or video) Reserved Inbound ports reserved for incoming participants Ports Allocated = Selected Participants + Reserved Inbounds Manually define the maximum number of ports allocated to the call As each selected participant is added, the number of ports available for incoming participants reduces by 1 Ports Allocated = Max Participant Value When to use? Normally use Automatic (auto) Table 21: Port allocation mode Use Manual when fixed call size is required Default mode can be set via Custom Text Pin generation, layout and billing type Acano Manager 1.0 Tutorial Guide B Page 101

102 Operations (VNOC) Customer Field Defaults to customer selected. For the call, Select system-wide, (blank), * (any) or another Customer/tenant to include devices from other tenants (if the current users ACL allows) Filter field for Endpoint Selection Use wildcards to find device names/remote party address e.g., *lon, *mydomain 9.18 What do the options on Call Save mean? Term Description Save Acano Manager s resource manager attempts to schedule the call. This will either succeed (and the resources are committed) or generates a no resources result which indicates no resources Acano Manager 1.0 Tutorial Guide B Page 102

103 Operations (VNOC) are available at the request time Save and Alert Cancel Delete Manage Template Recurring Same as Save but generates a call booked/updated notification Cancels the call Deletes the call If the call is in a runnable state (current time is within call start-end time), go straight to the calls in progress page (this call only) Save the call as a template for re-use later on Convert the call into a recurring call Table 22: Explanation of Call Save options 9.19 Notes on Outlook scheduling The Outlook scheduling process is designed to be simple. It does not offer extensive options (e.g., recurring calls). This is intentional. The idea is to keep it simple. If you need more details on the mechanics (what talks to what, protocols, etc.) please see Section 8.2. When the user schedules a call, they define Participants and, optionally, locations Acano Manager assigns a port per participant (this might be slightly inefficient in ports but it makes it easy for the user) Acano Manager performs a lookup using the Exchange Mailbox details provided for each location It compares the mailbox against that stored (optionally) on each Endpoint When it finds a match, it adds the endpoint to the named participants for the call When the call starts, the endpoint will automatically be called into the call When the user clicks Make video Call, the outlook client connects to Acano Manager and schedules the call If the call schedule is successful, the Call Booked event fires and the Call Booked script is executed; the text generated by this is passed back to the Outlook client and injected into the meeting text body 9.20 Scheduling a call via Outlook This text is generated by the Call Booked text when the Call booked event fires when the call is scheduled. (NOTE: the Call Updated event fires if the call is modified; it is normally configured to run the CallUpdated script). Acano Manager 1.0 Tutorial Guide B Page 103

104 Operations (VNOC) Another way for users to use Acano, includes Lync click to call How do I manage a call? Calls In Progress provides a dashboard interface to all active calls. It is fast, tactile and responsive. Single call (when access via the manage button) All Calls Filterable by a range of options MCU User Type (Scheduled/coSpace) Acano Manager 1.0 Tutorial Guide B Page 104

105 Operations (VNOC) With Participants (there will be typically less of these compared to all ) By call name, reference etc. Manage calls thru their active period Extend the call, add/remove participants, change layouts, get statistics, etc. Do it all from one page 9.22 Calls in progress Acano Manager 1.0 Tutorial Guide B Page 105

106 Operations (VNOC) Example above - Display only calls with participants (star solid) Reduce screen clutter being displayed on busy systems Display only Scheduled or cospaces/vmr s Display only calls with participants/all/favourites/warnings Display all MCU s / with calls TIP: check filter is clear before moving on! Inbound participants known devices Acano Manager matches and displays Unknown External participants CLI displayed On disconnect, external inbound participant will no longer be displayed in CIP (call data records will be available) 9.23 Call layout Select call options Acano Manager 1.0 Tutorial Guide B Page 106

107 Operations (VNOC) Select custom Acano Cisco Polycom 9.24 Call layout (non Acano) Select pane placement (optional). Default panes will be assigned automatically by the MCU Drag tha coloured box from the participant list to the pane in the layout Acano Manager 1.0 Tutorial Guide B Page 107

108 Operations (VNOC) 9.25 Participant layout Choose the required layout Select the content to be displayed in the pane. Clicking done results in the MCU displaying the active speaker in the pane. Other options (MCU specific) allow content or named participan On the Call Details page, click on Participants tab Select Default/Call or a participant-specific layout Acano Manager 1.0 Tutorial Guide B Page 108

109 Operations (VNOC) 9.26 Participant layout (non Acano) On the Call Details page, click on the Participants tab Select either Family layout of a participant-specific layout (the default is the current custom layout for the call) 9.27 Approving a call Step Description Assign a launcher Click Approve Optional; set video mute state on launcher s endpoint Launcher is the operator (or placeholder) who will manage the call (launch and monitor) NOTE: Launcher needs to have one or more endpoints associated to the operator (via User field in Endpoint Details) Acano Manager will add the launcher s endpoint to participant manifest for the call Acano Manager sends a call confirmed alert (and ) Prevents video being sent from the launcher s endpoint Acano Manager 1.0 Tutorial Guide B Page 109

110 Operations (VNOC) Table 23: Approving a call 9.28 Changing a call s details MCU Description Acano Codian RMX Acano Manager will not modify calls/cospaces not created by it. Calls/coSpaces created by Acano Manager can be renamed Start time, stop time, participants, layouts, mute states, bandwidth can all be changed at any time. On change, resources are checked and if available, committed. If not available, details are not saved and a warning message is displayed. NOTE: A conference cannot be renamed if it is running on the MCU (call state = Started.) Start time cannot be changed if a call is running As per Codian with the following exceptions: When a call is in the Started state (e.g. active on the MCU), the number of participants in the call cannot be changed. The call can be stopped (via the red Stop icon on the Calls in Progress page) and restarted by adding one or more participants Table 24: Changing a call s details 9.29 Removing participants On the Call Details page, click the Participants tab. Clicking the red *-* icon removes the particpant from the participant manifest. If the call is active (running), the participant is disconnected. Acano Manager 1.0 Tutorial Guide B Page 110

111 Operations (VNOC) 9.30 Notes on time All calls are stored in SQL as UTC (new name for GMT) Each user has a configured time zone System has a default time zone When scheduling a call, time zone can be defined for the call Default will be time zone for the user Ensure times are relative to owning user s time Each endpoint can have its own time zone; allows call time to be displayed relative to the device Time zones know about DST changes; let them do the work especially internationally Acano Manager 1.0 Tutorial Guide B Page 111

112 Reporting 10 Reporting 10.1 Summary Acano Manager collects extensive data about calls It is not a reporting platform Customers can export the data and craft it as required for example, using Excel Use external reporting tools; connect to Acano Manager s SQL tables NOTE: in high volume call environments, replicate the database and run the reporting tool off the replicated copy Acano Manager keeps the following call data: Call ADR (Accounting Data Records); a copy of all details for a call Participant ADR; each participant join a call Call Quality ADR; packet loss and codec details Audit trail; which user performed which command on each call 10.2 CDR/Billing data marble diagram The following marble diagram shows a sequence of events across the top; A call is scheduled Some time later, the call is updated Some time later, the call starts on the MCU and a call started event fires Participants start to join the call Participants leave and eventually the call is terminated on the MCU After the call has completed, an Operator updates the call s Outcome The vertical arrows show where data from each event is written. The Call ADR table The Participant ADR table The Call Quality table The term marble diagram has been borrowed from the world of Reactive Programming. Acano Manager 1.0 Tutorial Guide B Page 112

113 Reporting 10.3 Activity reports High level metrics e.g. System Call Minutes/month MCU time, # Call Legs, etc Single span all range Frequency per month, per week etc Call data records (also known as Accounting data records) These reports include comprehensive filters. Acano Manager 1.0 Tutorial Guide B Page 113

114 Reporting The screen provides a summary. Export to see the detail. Acano Manager 1.0 Tutorial Guide B Page 114

115 Reporting 10.5 Call quality 10.6 MCU port usage Filter what you need to see first. In systems with multiple MCUs it is possible to display port usage as combined or per MCU. Acano Manager 1.0 Tutorial Guide B Page 115

116 Reporting Split axis used and requested Where the values in a data range vary, as in the values for ports requested (0-40) and ports used (0-5) splitting the axis allows both data sets to be displayed meaningfully on the same report. Acano Manager 1.0 Tutorial Guide B Page 116

117 Reporting NOTE: This graph shows an example of a busy system with little down time. The gap shows the difference between booked and used ports. Acano Manager 1.0 Tutorial Guide B Page 117

118 Reporting 10.7 Call summary data Call summary data can be displayed in several ways; By owner By MCU By endpoint By owner By MCU By endpoint Acano Manager 1.0 Tutorial Guide B Page 118

119 Reporting 10.8 Cancelled calls A call can be cancelled. A cancelled call will not execute but the resources assigned to the call are preserved. Operators can cancel a call if they think a user might change their mind. Cancelled calls can be reinstated Cancelled call report No shows No show calls are ones that started but no-one joined. After 15 mins the call is stopped and the resources are released. A message is sent to the call owner. Acano Manager 1.0 Tutorial Guide B Page 119

120 Reporting Custom no show time Using custom text you can enter the period of time after which, if no-one joins the call, the call is cancelled and an alert is sent to the call owner Alerts - on screen summary This page displays an on screen summary of the most recent alerts. Acano Manager 1.0 Tutorial Guide B Page 120

121 Reporting Alerts - configured by user profile Acano Manager 1.0 Tutorial Guide B Page 121

122 Reporting Audit records Audit records show who did what and when. They are a useful tool in the following scenarios: Query issue resolution Triage Process improvements Compliance Tool e.g. for banks Acano Manager 1.0 Tutorial Guide B Page 122

123 Billing 11 Billing Acano Manager produces billing data that can be passed to a billing/invoicing application Summary 1. Set up a Billing record for customer (endpoints may have endpoint specific rates) 2. Set up Call outcomes NOTE: when an endpoint has rate values, these take precedence over those defined at the customer level. Daily operations 1. Call executes 2. Operator updates Call outcomes and reviews billing rates 3. End of day/month reports run analysis of SLA / performance 11.2 Call outcome configuration An administrator can add a new Call outcome type Setting the cost of calls at the customer level The cost of calls can be set when the customer is added. This defines default rates for activity on this customer. NOTE: charges can be overridden at the user and endpoint level. These values take precedence over defaults at the customer level. All values are per hour. Acano Manager 1.0 Tutorial Guide B Page 123

124 Billing Inclusive video and audio ports In some environments, it is desirable to define inclusive ports as part of a customer s package. When usage exceeds these limits, participants are billed as normal. When a new participant joins a call, Acano Manager checks the current port usage for the customer. If the customer is defined to have no inclusive ports, the participant is billed at the rate defined by the customer (or the endpoint) If the customer has inclusive ports and if the number of active ports being consumed is less that the customers inclusive, the participant is marked as zero-rated If the customer has inclusive ports and if the number of active ports being consumed is greater than the customers inclusive limit, the participant is billed at the customer (or endpoint) rate Acano Manager 1.0 Tutorial Guide B Page 124

125 Billing 11.4 Call outcomes On call completion, Operators can use the text area to record information about the call and the type of outcome. Alerts can be raised on negative events. NOTE: Rate fields and values can be manually updated (if required) e.g. other charge can be added. The call outcome tab is present on the Call Details page when the Billing option is enabled. The other column allows the operator to add additional charges to a participant. If a participant leaves the call and rejoins and entry will exist for each call leg. When the data is eventually exported, the records are consolidated onto a single record Call outcome report The call outcome report allows the operator to check the outcome data in preparation for the billing export. Billing exception allows calls to be marked (and then searched, checked and corrected) where a non-standard billing entry was defined. Acano Manager 1.0 Tutorial Guide B Page 125

126 Billing 11.6 Call outcome sample Acano Manager 1.0 Tutorial Guide B Page 126

127 Billing 11.7 Billing export preparation Steps. 1. Set Time Period filters & set Customer 2. Refine Filter with Billing exceptions 3. Ignore short calls (<5 minutes) 4. Select Export.csv file exported into Excel 11.8 Sample billing export There are 24 columns of data which are imported to the billing engine to create invoices. Acano Manager 1.0 Tutorial Guide B Page 127

128 Billing 11.9 Non-billable/pre-paid option The non-billable report is used to check that revenue isn t being lost to calls set, unexpectedly, as non-billable. The pre-paid report is used to check for unexpected revenue loss by calls unexpectedly set to pre-paid. Acano Manager 1.0 Tutorial Guide B Page 128

129 Appendix A Appendix A Frequently Used Terms User Type Role Administrator Operator User Owner System Management (can create MCU s, Gateways, ACLs) Call Scheduling Can act as an operator for a call Call scheduling Can act as an operator for a call Account for billing Optionally: Self-service login Schedule their own calls Manage their own calls The owner for the call. Who gets billed Launcher Meet and Greet Call Monitor Call Alert The operator who will manage a call Call option (enabled via customer). Operator initially joins the call, making sure everything is working then leaves; Acano Manager adds the launcher s endpoint to the call s participants The call is listed in the Monitor list. Monitoring enables visual checking of the call. Used for Attended mode calls. The operator needs to select and add their endpoint to the call This is an Acano Manager event (e.g. call started, ended, booked etc. The alert is optionally displayed in the Alert panel and sent as an Table 25: Table of frequently used terms Acano Manager 1.0 Tutorial Guide B Page 129

130 Appendix B Appendix B Useful Tips How to raise a support ticket Via to Acano ([email protected]) Using filters within Acano Manager Large systems can contain a great deal of data. System filters enable you to: Select Expand and minimize the section Free up screen space Blue dots indicate that the filter has changed from the defaults Auto complete text boxes * = lists all values Ion; find all matches starting with Ion *Ion; find all matches containing Ion Acano Manager 1.0 Tutorial Guide B Page 130

131 Copyright 2014 Acano (UK) Ltd. All rights reserved. This document is provided for information purposes only and its contents are subject to change without notice. This document may not be reproduced or transmitted in any form or by any means, for any purpose other than the recipient s personal use, without our prior written permission. Acano and cospace are trademarks of Acano. Other names may be trademarks of their respective owners. Acano Manager 1.0 Tutorial Guide B Page 131