BigConnect v1.x Software Guide 009-1525-00
Contents Overview...3 Installation...3 Launch BigConnect...7 Minimize BigConnect...7 Exit BigConnect...7 BigConnect Home Page...8 Call Management...11 Make a call using the dial pad...11 Make a call using the Contacts tab...11 Save contact as a CONX file...12 Accept a call...13 Share your desktop/application...13 View a shared desktop/application...15 Transparency mode...15 Call History...16 Save contact from call history...16 Call contact using call history...16 Search for contact in History tab...16 Clear call history...17 Contacts...18 Add a contact...18 Edit a contact...18 Delete a contact:...18 Add a group name...18 Edit a group name...18 Delete a group...19 Search for contact...19 Settings...20 Modify settings...20 Setting tab features...20 Accounts...22 Add a SIP account...22 Edit a SIP account...23 Edit an auto provisioned account...24 Delete an account...25 Stats...26 Upgrade BigConnect software...27 Deactivate BigConnect...28
Uninstall BigConnect...29 Appendix...30 SIP registration process...30 Bandwidth and ports...30 ALG routers...30 Diagnosing problems...31 Determining the cause...31 Troubleshooting call quality...31 Troubleshooting registration errors...31 Page 2
Overview Congratulations on your purchase of InFocus BigConnect software. BigConnect is a windows application that offers clear, crisp high-definition video calls. You can participate in video calls to and from another SIP end point, call Skype and Lync contacts from the application, and make IP direct calls and SIP audio calls. BigConnect is also tightly integrated with InFocus 121, and provides InFocus 121 auto provisioning and access to address books on the portal. You can also share your desktop and PC applications with remote parties (Dual stream is supported). BigConnect also has a transparency mode which allows you to interact with the desktop while you are in full screen video mode. Installation System Requirements Reommended display resolution: 1920 x 1080 or 1366 x 768 Operating system: Microsoft Windows 7 or 8 Memory: 4GB RAM Disk Space: 18MB Processor: Intel i5 or above. Touch input up of 2 to 5 points is required. More touch points are acceptable but not utilized. The following instructions describe the process to install the BigConnect software application. 1) Run (or save*) the software application from the InFocus website, www.infocus.com. *If you save the file to your PC, you must unzip the file before clicking the setup.exe file. 2) Click the setup.exe file. 3) If the Open File - Security Warning dialog box displays, click Run. BigConnect Software Guide Page 3
4) The Welcome page displays. Click Next. 5) Select I agree and click Next. Page 4
6) Browse to the desired folder location and click Next. 7) Click Next to begin the installation process. 8) If the User Account Control dialog box displays, click Yes. 9) When installation is complete, the Installation Complete dialog box displays. Click Close. BigConnect Software Guide Page 5
10) To activate BigConnect, click the BigConnect shortcut on your Desktop. Note: BigConnect can also be launched from the Start > All Programs > InFocus > BigConnect folder. 11) When BigConnect launches, the Authentication dialog box will display. In the License Number box, type your license number and click Activate. Otherwise click Trial to launch the application without activating it. The InFocus BigConnect trial period is 30-days. Page 6
12) If you know your InFocus 121 information, enter it now and click OK. Otherwise click Skip. If the authentication process is successful, the InFocus.net account address book will download during the provisioning process. Launch BigConnect From your desktop, double-click the InFocus BigConnect shortcut ocus>bigconnect>infocus BigConnect. Minimize BigConnect or open the application from Start>All Programs>InF Click the Minimize button Exit BigConnect in the upper right-hand corner of the screen. Click the Exit button in the upper right-hand corner of the screen. BigConnect Software Guide Page 7
BigConnect Home Page Registration icon Account selection list Video area Minimize Help Exit Dial pad and call controls Tabs Toolbar Registration icon: This read-only icon (see below) provides you with the status of the SIP-based conferencing service. Registration is successful. Registration has failed. You are not connected to the video conferencing service. Registering to the server. Registration not associated with the current account. Account selection list: Click to select the video conferencing account you wish to use. Video area: This is the area which displays windows of the video call participants. Help: Click to access BigConnect Help information. Minimize: Click to minimize the BigConnect window. Exit: Click to close the BigConnect software. Page 8
Dial pad and call controls: Use to initiate a video conferencing call. See "Call Management" on page 11. Button Backspace Description Click to delete the last typed character in the dial field. Add Contact Call Click to add a new contact or to add the number to an existing contact. Click to make a call. End call Click to end the call. Secondary call button Hold/ Resume Call Transfer Click to make a Skype, Lync, or SIP audio call. Click put a call on hold or resume the call. (Incoming and outgoing video and audio are not visible or audible by participants when the call is on hold.) Click to transfer the current call to somewhere else. Shift Click to toggle between the alphanumeric dial pad and special characters dial pad. Tabs: History: displays your call history. Contacts: allows you to save a personalized address book of contact information. Settings: allows you to set up your BigConnect setting options. Accounts: allows you to set up your account information. Stats: displays the statistics associated with your current call. BigConnect Software Guide Page 9
Toolbar: Button Volume Description Use the slidebar to increase and decrease the volume level of the call. Audio On/Off Video Mute On/Off Microphone On/Off Share Click to mute or unmute the audio to the remote party.. Click to mute or unmute the video signal to the remote party. Click to turn your microphone on or off. Click to share your PC screen with the other video call participants. Expand Click to activate full screen video. Hold/ Resume Call End Call Click put a call on hold or resume the call. (Incoming and outgoing video and audio are not visible or audible by participants when the call is on hold.) Click to end the call. Page 10
Call Management Make a call using the dial pad 1) Using the dial pad, enter the other party s video conferencing address or the IP address. 2) If you are making a Skype, Lync, or audio call, click the Secondary call button and select the appropriate option from the drop-down. 3) If making a Skype call, the Skype Start Call window will display. Follow the Skype window prompts. Note: Once a Skype call is initiated, the camera Skype is using will be unavailable until the call ends. Other BigConnect calls can be made, but a different camera will need to be used. 4) Click the Call button. Alternatively, if the desired party is listed under My Contacts, click the Video call button call or the Audio call button to make an audio call. to make a video-conferencing Make a call using the Contacts tab 1) Click the Contacts tab. 2) Click the Video call button or the Audio call button to initiate a call. BigConnect Software Guide Page 11
Save contact as a CONX file This process saves a BigConnect CONX shortcut to your Desktop with the contact number. This is particularly useful for saving Favorites to your desktop since double-clicking the shortcut automatically launches BigConnect and makes the call. 1) Click the Contacts tab. 2) Click the Save button. 3) Click Save. 4) Click OK. 5) The CONX icon appears on your desktop. Page 12
Accept a call Once the call is recognized by BigConnect, click Accept Call on the pop-up window to begin the audio/video conferencing call, or click Ignore Call to refuse the call. Share your desktop/application 1) Start a video call. See "Make a call using the dial pad" on page 11. 2) Click on the Share button. 3) Select the desktop or application you wish to share and click Start to begin sharing. BigConnect Software Guide Page 13
4) Use the toolbar to control the call: Button Volume Description Use the slidebar to increase and decrease the volume level of the call. Audio On/Off Camera On/Off Microphone On/Off Highlighter Pen Tool Return Click to activate or deactivate (mute) the audio. Click to turn your camera on or off. Click to turn your microphone on or off. Click to use a highlighter in your desktop sharing session. This feature is not available when sharing an application. Click to use a pen for annotation in your desktop sharing session. This feature is not available when sharing an application. Click to stop sharing your screen. Hold/Resume Call End Call Click put a call on hold or resume the call. (Incoming and outgoing video and audio are not visible or audible by participants when the call is on hold.) Click to end the call. 5) To stop sharing, click the Return button. Page 14
View a shared desktop/application When a call is being shared with you, you will see a screen similar to the following: To switch between the video and data windows, click the Swap button. To control the call, use the dial pad call controls. For more information, "Dial pad and call controls:" on page 9. Transparency mode When a call is in full screen, you can adjust the transparency of the video to see the desktop behind the application. Transparency slide bar Adjust the transparency level using the transparency slide bar. BigConnect Software Guide Page 15
Call History Save contact from call history 1) From the History tab, navigate to that specific call and click the Add Contact button. 2) Click Add to Existing to add the information to an existing contact or click Create New to create a New Contact. 3) Add the contact information and click Save. Call contact using call history 1) From the History tab, navigate to the number you wish to call. 2) Click the Video call button or the Audio call button to initiate a call. Search for contact in History tab 1) From the History tab, type a few alphanumeric characters in the Search field. The contact/history list will immediately display the information which fits the search criteria. 2) To clear the search criteria, click the X in the search field. Page 16
Clear call history To clear the entire call history: Click the Clear History Confirm window. button at the top of the History tab, and click OK in the To clear the call history associated with a particular call: Navigate to a specific call record and click the Delete button to the right of the call record. The call record is deleted immediately. BigConnect Software Guide Page 17
Contacts Add a contact 1) Click the Contacts tab. 2) Click the Add Contact button. 3) Type the Display Name, First Name, and Last Name of the contact. 4) Select the Local Group. (Review the information below to add or edit a group.) 5) Use the drop-downs to define the type (SIP, Lync, or Skype) and description of the number (Other, Mobile, Work, Home, Video). 6) Click Save. Edit a contact 1) Click the Contacts tab. 2) Click the Edit button to the right of the contact record you wish to edit. 3) Click and modify the fields to be updated. 4) Click the Save button. Delete a contact: 1) Click the Contacts tab. 2) Click the Edit button to the right of the contact record you wish to delete. 3) Click Delete Contact. Add a group name 1) Click the Contacts tab. 2) Click the Add Contact button or the Edit button next to a contact record. 3) Click Edit group. 4) Click the Add button. 5) Click the open field and type the group name. 6) Click Save. Edit a group name 1) Click the Contacts tab. 2) Click the Add Contact button or the Edit button next to a contact record. 3) Click Edit group. 4) Click the group you wish to edit, type the corrected name, and click Save. Page 18
Delete a group Note: When deleting a group, all contacts related to that group will be moved to the default group. 1) Click the Contacts tab. 2) Click the Add Contact button or the Edit button next to a contact record. 3) Click Edit group. 4) Click the X next to the group you wish to delete. 5) Click Save. Search for contact 1) Click the Contacts or History tab. 2) Type a few alphanumeric characters in the Search field. The contact/history list will immediately display the information which fits the search criteria. 3) To clear the search criteria, click the X in the search field. BigConnect Software Guide Page 19
Settings Modify settings 1) Click the Settings tab. 2) To return to the default settings, click Default Settings. 3) To make changes, navigate to the desired feature (see below) and click the drop-down box. 4) Click the desired option and click Save Settings to save your changes. Setting tab features Answer Mode: Select the desired answer mode for BigConnect. Options include: Identify caller, Auto reject, and Auto answer. Ring Timeout: Select the amount of time an incoming call should ring before being rejected. Options include: Ring until answered, 10, 20, or 30 seconds. Maximum Send Bandwidth: Select the maximum amount of bandwidth outgoing calls should use on the corporate network. Options include: 128, 192, 256, 320, 384, 512, 768, 1024, or 1152 kbps. Maximum Receive Bandwidth: Select the maximum amount of bandwidth incoming calls should use on the corporate network. Options include: 128, 192, 256, 320, 384, 512, 768, 1024, or 1152 kbps. Preset Audio/Speaker: BigConnect will automatically choose between the various presets depending on your hardware setup. SW Echo Cancellation: When enabled, Echo Cancellation removes the echo from the video-conferencing call in order to improve voice quality. Options include: Preferred, Alternative, and Off. Page 20
Microphone: Select which microphone should be used by BigConnect. Microphone Auto Control: When enabled, reduces microphone volume fluctuations automatically. Options include: On and Off. Microphone Volume: When Microphone Auto Control is turned off, you can use the slider to adjust the microphone volume. Speaker: Select which speaker should be used during a BigConnect video conferencing call. Other applications continue to use the default speaker device set up in Windows. Speaker Volume: Use the slider to adjust the speaker volume. Preferred Camera: Select the camera that should be used by BigConnect. Click Camera Properties to access the Video Process Amp and Camera Control Setting submenus associated with the selected camera. Aspect Ratio: Click to select your preferred video window aspect ratio. Options include: 16:9 and 4:3. DiffServ Audio Priority: Network control for BigConnect Audio Traffic prioritization. It is recommended that you leave this at its default setting. DiffServ Video Priority: Network control for BigConnect Video Traffic prioritization. It is recommended that you leave this at its default setting. Maximum Packet Size (MTU): The maximum size of a single data unit. It is recommended that you leave this at its default setting. RTP Lowest Port Number: This setting determines the range of UDP ports used by BigConnect for sending and receiving RTP (audio and video) data. Although the allowable range is 0 to 65535, values below 10000 are not recommended. The highest port number must be at least 100 ports higher than the lowest port number (for example, if the RTP Lowest Port Number is 20000, the RTP Highest Port Number must be at least 20099). RTP Highest Port Number: This setting determines the range of UDP ports used by BigConnect for sending and receiving RTP (audio and video) data. Although the allowable range is 0 to 65535, values below 10000 are not recommended. The highest port number must be at least 100 ports higher than the lowest port number (for example, if the RTP Lowest Port Number is 20000, the RTP Highest Port Number must be at least 20099). Conference Center: This setting is for InFocus 121 personal CONX conference rooms. BigConnect Software Guide Page 21
Accounts Add a SIP account 1) Click the Accounts tab. 2) Click the Add button to add an account. 3) Type an Account name that is meaningful to you. 4) Using the Account Type drop-down, select SIP. 5) Using the Protocol drop-down, select the protocol method. Options include: TCP, UDP, or TLS. 6) If TLS protocol is chosen, select the encryption method from the Encryption drop-down. Options: Best Effort, Media Encrypt, and Not Encrypt Media. 7) Page 22
8) Type your SIP account credentials in the User Name, Password, Domain, and Proxy Server fields. 9) Click Save. 10) Click Register. 11) Click Quit. Edit a SIP account 1) Click the Accounts tab. 2) Click the Edit button next to the existing account you wish to edit. BigConnect Software Guide Page 23
3) Edit the account information as needed. 4) Click Save. 5) Click Register. 6) Click Quit. Edit an auto provisioned account 1) Click the Accounts tab. 2) Click the Edit button next to the existing account you wish to edit. Page 24
3) Edit the account information as needed. 4) Click Save. 5) Click Quit. Delete an account 1) Click the Accounts tab. BigConnect Software Guide Page 25
2) Click the Edit button next to the existing account you wish to edit. 3) Click Delete. The Delete Confirmation window displays. 4) Click OK. Stats Click the Stats tab to review the read-only statistics associated with the call. When call quality is impacted, the numbers will turn orange. Page 26
Upgrade BigConnect software 1) Click the Settings tab. 2) Click About. 3) Click Check for Update. 4) Follow the prompts to complete the update. BigConnect Software Guide Page 27
Deactivate BigConnect 1) Click the Settings tab. 2) Click About. 3) Click Deactivate. 4) Follow the prompts to deactivate your BigConnect license. Page 28
Uninstall BigConnect 1) From your Windows desktop, click Start. 2) Navigate to the All Programs>InFocus folder. 3) Click Uninstall InFocus BigConnect. 4) Follow the prompts to uninstall the BigConnect application. BigConnect Software Guide Page 29
Appendix SIP registration process In the majority of circumstances, BigConnect will connect to the SIP-based video conferencing service and make and receive video calls without any problems. However, network configuration problems, security software and bad account credentials can all cause problems. In order to diagnose and repair any problems with the video conferencing service, it is important to understand how BigConnect registers with video conferencing service providers. To connect to the video conferencing service, BigConnect first attempts to reach the assigned video conferencing server by sending a standard HTTP Get request on port 80. The initial request does not include credentials, and the video conferencing server responds with a 401 Unauthorized Error. This is by design, and the 401 response includes a single-use encryption key in the response body. BigConnect then uses the returned key to encrypt its SIP credentials and sends the encrypted credentials with a second HTTP Get request. This time, the SIP server verifies the credentials and returns a 200 OK response if the credentials are valid (if they are invalid, a second 401 Unauthorized Response is sent instead). Once BigConnect receives a 200 OK response, it has successfully registered with the video conferencing service and is ready to make and receive video calls. This registration process occurs each time the video meeting application is started. If left on, BigConnect will re-register in regular intervals to receive any configuration changes. Bandwidth and ports During a video meeting or call, whether it is two-way or a conference with 15 others, BigConnect requires between 384kbps and 1152kbps. The more bandwidth available for the call, the better the video quality will be. BigConnect s video meeting application also requires a partially unmanaged connection to the Internet. Typically, NAT-based routers and firewalls do not affect SIP calls, but there are circumstances that can be problematic. SIP calls generally initiate on port 5060 (both TCP and UDP). This communication portal supports the signaling protocol which is widely deployed for setting up (including tearing down) of sessions involving multimedia communication like video calls, voice calls and even VoIP (Voice over Internet Protocol). These links are mostly deployed over broadband Internet connections. It is also a feasible transport for the execution of streaming media, video conferencing, online gaming, and instant messaging applications. The protocol running on this port is utilized for the creation, modification, and termination of two-party multicast or unicast sessions. These sessions normally cater to various media streams. If that port is blocked, BigConnect will not be able to properly connect to the SIP-based video conferencing service. IMPORTANT: Both the 5060 and 5061 UDP/TCP must be open inbound and outbound in order to function properly. Some routers implement a function called Application Layer Gateway (ALG). ALG routers perform deep packet inspection and attempt to recognize SIP traffic, which can cause problems. ALG routers When an ALG router recognizes SIP traffic, it attempts to improve the quality of the connection by manipulating the packets, changing the source port of outbound traffic to a port of its choosing. Inbound traffic sent to the router-chosen port is also manipulated to be forwarded to the original source port. Page 30
Unfortunately, ALG routers do not always properly forward all SIP packets. The result is an unreliable connection. Because of this, using the SIP-based video conferencing service from behind an ALG router is an unsupported scenario. Diagnosing problems If BigConnect is unable to register with the video conferencing service, make or receive video calls, there are five possible causes: Most commonly, difficulty registering, making or receiving calls is due to either insufficient network bandwidth or a lost Internet connection. See the Bandwidth and ports section on page 30. When a BigConnect has difficulty registering with your SIP-based video service provider for the very first time or after changes have been made to the internal network, a misconfigured router or firewall is the most likely cause. See the SIP registration process section on page 30. Another common problem is invalid credentials, either because the credentials were entered incorrectly or the video conferencing account is not active. Most video conferencing services offer hardware and geographical redundancy, so a system interruption is unlikely, but is possible. Finally, although rare, it is possible for the BigConnect s NIC to fail. Determining the cause As with most network diagnostics, the first step in diagnosing problems using the video conferencing service is to inspect BigConnect s network access. Verify that: the DNS server is configured and providing the correct IP address for video conferencing server, and the gateway is properly configured and the Internet can be freely accessed. Troubleshooting call quality Call quality issues are almost exclusively caused by insufficient bandwidth. Because both parties on a call are simultaneously sending and receiving video, insufficient bandwidth on either end will affect both parties. If call quality is only affected while speaking to a particular party or organization, verify that the other party has sufficient bandwidth for the call. See the Bandwidth and ports section on page 30. If call quality is intermittently reduced, verify that sufficient bandwidth is always available to the BigConnect. For example, if the network BigConnect is connected to has a 1.5mbps upstream available and another user on the network is uploading a large file to the Internet during a video call, the bandwidth available for the video call can be significantly reduced. Because encoding and decoding the video sent and received during a video call requires CPU time, verify that a background task is not significantly impacting CPU resources. BigConnect runs on an Intel Core i5 processor, so CPU resources should always be sufficient for video calls. A Statistics tab will appear during an active video conferencing call. This read-only information can be used for troubleshooting purposes. Troubleshooting registration errors Assuming BigConnect is connected to the Internet, registration errors can occur for two reasons: problems traversing a firewall BigConnect Software Guide Page 31
invalid account credentials To determine which of the possible causes is at fault, you ll need to inspect the video conferencing service provide logs for that account. Firewall/Router problems: If the video conferencing service logs show repeated 401 Without Authorization errors, Big- Connect is not receiving the encryption key response from the video conferencing service because the local firewall or router is either blocking or not properly routing the traffic. Also, if the video conferencing service logs indicate that BigConnect is connecting to the service from behind an ALGenabled router, the router is the most likely cause of registration errors. See the When an ALG router recognizes SIP traffic, it attempts to improve the quality of the connection by manipulating the packets, changing the source port of outbound traffic to a port of its choosing. Inbound traffic sent to the router-chosen port is also manipulated to be forwarded to the original source port. Invalid Credentials: If the video conferencing service logs indicate a single 401 Without Authorization error followed by repeated 401 With Authorization errors, then the credentials are invalid. Verify that the credentials are entered properly. If the problem persists, reset the account s password through the video conferencing service. Page 32