GETTING STARTED GUIDE 1.3 September 2015 3725-10306-001D Polycom RealAccess
Copyright 2015, Polycom, Inc. All rights reserved. No part of this document may be reproduced, translated into another language or format, or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Polycom, Inc. 6001 America Center Drive San Jose, CA 95002 USA Trademarks Polycom, the Polycom logo and the names and marks associated with Polycom products are trademarks and/or service marks of Polycom, Inc. and are registered and/or common law marks in the United States and various other countries. All other trademarks are property of their respective owners. No portion hereof may be reproduced or transmitted in any form or by any means, for any purpose other than the recipient's personal use, without the express written permission of Polycom. Disclaimer While Polycom uses reasonable efforts to include accurate and up-to-date information in this document, Polycom makes no warranties or representations as to its accuracy. Polycom assumes no liability or responsibility for any typographical or other errors or omissions in the content of this document. Limitation of Liability Polycom and/or its respective suppliers make no representations about the suitability of the information contained in this document for any purpose. Information is provided "as is" without warranty of any kind and is subject to change without notice. The entire risk arising out of its use remains with the recipient. In no event shall Polycom and/or its respective suppliers be liable for any direct, consequential, incidental, special, punitive or other damages whatsoever (including without limitation, damages for loss of business profits, business interruption, or loss of business information), even if Polycom has been advised of the possibility of such damages. End User License Agreement By installing, copying, or otherwise using this product, you acknowledge that you have read, understand and agree to be bound by the terms and conditions of the End User License Agreement for this product. The EULA for this product is available on the Polycom Support page for the product. Patent Information The accompanying product may be protected by one or more U.S. and foreign patents and/or pending patent applications held by Polycom, Inc. Open Source Software Used in this Product This product may contain open source software. You may receive the open source software from Polycom up to three (3) years after the distribution date of the applicable product or software at a charge not greater than the cost to Polycom of shipping or distributing the software to you. To receive software information, as well as the open source software code used in this product, contact Polycom by email at OpenSourceVideo@polycom.com. Customer Feedback We are striving to improve our documentation quality and we appreciate your feedback. Email your opinions and comments to DocumentationFeedback@polycom.com. Polycom Support Visit the Polycom Support Center for End User License Agreements, software downloads, product documents, product licenses, troubleshooting tips, service requests, and more. 2
Contents Conventions Used in This Guide....................................... 5 Information Elements......................................................... 5 Typographic Conventions..................................................... 5 Before You Begin................................................... 6 What is Polycom RealAccess?................................................. 6 Asset Management and Comprehensive Analytics............................... 6 Polycom RealPresence Platform Requirements.................................... 9 Software Requirements...................................................... 11 Supported Environments..................................................... 11 Get Help................................................................. 13 Polycom and Partner Resources........................................... 13 The Polycom Community................................................. 13 RealAccess Asset Management...................................... 15 Site Page................................................................. 15 Models Page.............................................................. 17 List Page................................................................. 18 RealAccess Analytics............................................... 19 Utilization Tab............................................................. 19 Summary Page......................................................... 19 Trends Page........................................................... 22 Monthly Page.......................................................... 23 List View Page......................................................... 24 Performance Tab........................................................... 24 Summary Page......................................................... 24 Trends Page........................................................... 26 Capacity Tab.............................................................. 26 RMX Utilization Page.................................................... 26 RealAccess Tutorial Library and Other Resources....................... 28 Other Resources........................................................... 28 Polycom, Inc. 3
Contents Terms Page............................................................ 28 Privacy Policy Page..................................................... 28 Support Page.......................................................... 28 About Page............................................................ 30 User Profile............................................................ 31 Polycom, Inc. 4
Conventions Used in This Guide This guide contains terms, graphical elements, and a few typographic conventions. Familiarizing yourself with these terms, elements, and conventions will help you successfully perform tasks. Information Elements This guide includes the following icon to alert you to important information. Icon Used in this Guide Name Icon Description Note The Note icon highlights information of interest or important information needed to be successful in accomplishing a procedure or to understand a concept. Typographic Conventions A few typographic conventions, listed next, may be used in this guide to distinguish types of in-text information. A Typographic Conventions Convention Bold Italics Blue Text Courier Description Highlights interface items such as menus, menu selections, window and dialog names, soft keys, file names, and directory names when they are involved in a procedure or user action. Also used to highlight text to be entered or typed. Used to emphasize text, to show example values or inputs (in this form: <example>), and to show titles of reference documents available from the Polycom Support website and other reference sites. Used for cross references to other sections within this document and for hyperlinks to external sites and documents. Used for code fragments and parameter names. Polycom, Inc. 5
Before You Begin This resource gets you started with Polycom RealAccess, a secure, cloud-based service delivery platform for automating the management and monitoring of your collaboration solutions, which helps end users be more self-sufficient. What is Polycom RealAccess? The RealAccess service delivery platform gives you actionable information for complex business processes associated with your collaboration solutions. Its flexibility lets you choose the services and applications that are appropriate for your environment. The cloud delivery model simplifies the process of adding services, making them available when and as needed. RealAccess helps you reduce the workload of the IT organization, empower end users, track performance and quality of service, and provide evidence-based decision making for future expansions. With RealAccess, not only do customers and partners benefit, Polycom is also able to improve its service offerings. Customers receive new insight into their video-conferencing analytics and investments for increased effectiveness in collaboration and decision making. Partners receive more clarity around customer needs while leveraging Polycom resources, helping create offers and services that increase revenue, profitability, and customer satisfaction. Polycom has a broad set of customer and partner data that will optimize its solutions and delivery process, leading to increased value and effectiveness of its services portfolio. Asset Management and Comprehensive Analytics RealAccess includes dashboards with information about your endpoint inventory and how your collaboration solutions are performing and being used. The RealAccess Asset Management service provides detailed insight into endpoints and infrastructure for any type of deployment. It lets you know what types of endpoints are in use (including what software version each is running on); where each is located; and more. The RealAccess Analytics service provides comprehensive data and metrics to help you improve user experience; understand endpoint and VMR utilization; monitor capacity and performance; and make evidence-based decisions for enhancing or expanding your collaboration deployment. Polycom, Inc. 6
Before You Begin The following primary features and resources are links along the top navigation bar you see when you log into RealAccess. If you navigate away from this functionality (e.g., to the Support page), click Analytics on the bottom navigation bar to get back. RealAccess Primary Features and Resources Feature Tutorial Library Asset Management Utilization Performance Capacity Description Video tutorials for using Polycom and industry standard endpoints Inventory of endpoint types and locations Usage details about your network (analytics feature) Errors in your network (analytics feature) Systems utilization reports (analytics feature) RealAccess Asset Management Polycom, Inc. 7
Before You Begin RealAccess Analytics Polycom, Inc. 8
Before You Begin RealAccess Analytics Polycom RealPresence Platform Requirements RealAccess monitors components of the Polycom RealPresence Platform, which enables standards-based video-conferencing collaboration using hardware and software endpoints from Polycom and other optional vendors. Depending on the network setup, RealAccess monitors some or all of the components listed in the following table. Polycom RealPresence Platform Products Monitored by RealAccess Required/Optional Component Version Description Required Polycom RealPresence DMA v6.2.1.1 or better (recommended) Signaling, call control, and bridge virtualization Required Polycom RealPresence Resource Manager with API license v8.1.0 or better Provisioning and managing endpoints and scheduling meetings Optional for portal; required for VMR Polycom RealPresence Collaboration Server (RMX ) v8.2.0 or better Polycom Multipoint Control Unit (MCU) for hosting conferences RealAccess uses an on-premises data extraction software agent to provide detailed information about your RealPresence Platform. The following diagrams show RealAccess from overall functionality and security standpoints. Polycom, Inc. 9
Before You Begin High-level overview of RealAccess RealAccess software agent Polycom, Inc. 10
Before You Begin Software Requirements The following table details the minimum browser requirements for RealAccess. RealAccess Minimum Browser Requirements Browser Microsoft Internet Explorer Mozilla Firefox Google Chrome Apple Safari Requirement v10.0 or higher (include realaccess.polycom.com in trusted sites list) Current version Current version Current version Note: Server requirements For the most recent information on RealAccess server requirements, refer to the latest Polycom RealAccess Release Notes. Supported Environments The following diagrams provide an overview of the environments supported by RealAccess. Polycom, Inc. 11
Before You Begin RealAccess supported environments (RealPresence DMA) Polycom, Inc. 12
Before You Begin RealAccess supported environments (RealPresence Resource Manager) Get Help For more information about installing, configuring, and administering Polycom products, refer to Documents and Downloads at Polycom Support. For information about RealAccess security, refer to the Polycom RealAccess Security White Paper. Polycom and Partner Resources To find all Polycom partner solutions, see Strategic Global Partner Solutions. The Polycom Community The Polycom Community gives you access to the latest developer and support information. Participate in discussion forums to share ideas and solve problems with your colleagues. To register with the Polycom Community, simply create a Polycom online account. When logged in, you can access Polycom support Polycom, Inc. 13
Before You Begin personnel and participate in developer and support forums to find the latest information on hardware, software, and partner solutions topics. Polycom, Inc. 14
RealAccess Asset Management RealAccess Asset Management (located on the Assets tab) has the following pages to help you manage your network s endpoints. Site Page This page focuses on managing your network from a location perspective. You can view the active and inactive endpoint systems in your network and see which software versions are most commonly used. You also can filter data by Model, Owner, H.323 Name, SIP URI, among other parameters, then create a detailed report by clicking the Export button, which automatically downloads a formatted spreadsheet file. Assets Site View page on the Assets tab Polycom, Inc. 15
RealAccess Asset Management The Assets Site View page helps you answer location-based questions about your network, such as the following: What is the most commonly used endpoint in my office? To find out which type of endpoint gets used the most at a specific location, refer to the following instructions. To view the most active type of endpoint at a location: 1 Go to Assets > Site. This takes you to the Assets Site View page. 2 In the Count of <Active or Inactive> systems menu, select Active (this should be the default selection). 3 In the systems by site menu, select the location that you want to analyze. All of the relevant menus and corresponding data on this page change to reflect your selection. 4 In the Active in <Site> by type menu, you can see the most active type of endpoint at a location. The previous figure shows that Room is the most common type of endpoint at that site. The <Active or Inactive> <Endpoint> in <Site> menu provides even more detail, revealing that Group Series 500 is the most commonly used endpoint system in those rooms. What is the most common software release that my Polycom RealPresence Group Series systems are running? To find out which software releases your endpoints are running, refer to the following instructions. To view which software releases your endpoints are running: 1 Go to Assets > Site. This takes you to the Assets Site View page. 2 In the Count of <Active or Inactive> systems menu, select Active (this should be the default selection). 3 In the systems by site menu, select the location that you want to analyze. All of the relevant menus and corresponding data on this page change to reflect your selection. 4 In the Active in <Site> by type menu, select the endpoint that you want view. 5 In the Active <Endpoint> in <Site> menu, select the specific endpoint system and refer to the following menus: Software Release Shows which versions end users are running on the selected endpoint system. Latest Polycom Software Release Shows the latest available version for the selected endpoint system. The previous figure shows that the majority of Group Series 500 systems are running on version 4.3.0-230161. Polycom, Inc. 16
RealAccess Asset Management Models Page This page focuses on managing your network from an endpoint perspective. You can view the active and inactive endpoint systems in your network, including by endpoint type (Desktop, Room, Mobile, and others), and see which software versions endpoints use most. You also can filter data by Model, Owner, H.323 Name, SIP URI, and more, then create a detailed report by clicking the Export button, which automatically downloads a formatted spreadsheet file. Note: Home tab directs you to this page Some pages on the portal include a Home tab. Clicking this directs you to the Models page on the Assets tab. Assets Model View page on the Assets tab Note: Getting endpoint serial numbers to display Endpoints must be registered to your RealPresence Resource Manager and the Directory Service for endpoint serial numbers to display on RealAccess. Polycom, Inc. 17
RealAccess Asset Management The Assets Model View page helps you answer endpoint-related questions about your network, such as the following: What has been deployed more: Polycom RealPresence Desktop for Windows or RealPresence for Mac? To find out how many deployments of an endpoint are in your network, refer to the following instructions. To see the number of deployments for an endpoint: 1 Go to Assets > Models. This takes you to the Assets Model View page. 2 In the Count of <Active or Inactive> systems menu, select Active (this should be the default selection). 3 In the Active systems by type menu, select Desktop. You will see the number of deployed RealPresence Desktop clients (Windows and Mac) are in your network. In the previous figure, there are more Windows deployments. List Page View a detailed list of your entire network. You can filter data by Site, System Name, Model, Software, Serial Number, Last Call Date, and more, then create a detailed report by clicking the Export button, which automatically downloads a formatted spreadsheet file. Polycom, Inc. 18
RealAccess Analytics RealAccess Analytics (located on the Utilization, Performance, and Capacity tabs) help you understand how your collaboration solutions are utilized and performing. Utilization Tab The Utilization tab has the following pages to help you see how your network is being used. Summary Page Get an overview of your network s usage with comprehensive call data: See the total, average, and maximum number of calls in the summary widget. (You can view the same type of information about call duration.) Compare different aspects of your network (locations, endpoint system types, and more) with the Highlights and Trends menus. Filter the information over a specific time period and by call volume (count or duration). Filter the information by call length: short (less than five minutes), long (more than five minutes), or both. The Utilization Summary page helps you answer some of the following types of questions: How many calls were placed last week? You can view this information at the top of the page with the summary widget. In the following example, there were 3,429 calls placed last week. Utilization Summary page widget Polycom, Inc. 19
RealAccess Analytics The summary widget also shows you average and maximum values using past data from the specified period of analysis. (Note: Red numbers indicate below-average values.) Refer to the following table to help you use the widget. Parameters on Utilization Summary Widget Parameter Total (represented by the prominently displayed numbers) Average Max Explanation Total value based on what you chose in the Period of Analysis dropdown (e.g., if you chose Last Week, you see the total number of calls for last week). Average value based on what you chose in the Period of Analysis dropdown. It differs from Total in that, for example, you see the average number of calls per week (and not just last week). This helps you understand how your network was utilized last week compared to all other weeks. Maximum value based on what you chose in the Period of Analysis dropdown. For example, if you chose Last Week, max shows you the highest number of calls for any week. What is the least-utilized room in my network? Conversely, which one is used the most? You can see how often collaboration rooms are used in your network with the Highlights Top 10 menus. In this example, there are a number of rooms that only made one call last week. During the same time period, Corvallis IS made the most calls of any room (as shown in the Champions menu). Polycom, Inc. 20
RealAccess Analytics Utilization Summary page Highlights Top 10 menus Are people using VMRs more than making point-to-point calls? The Call Type and Call Duration menus provide data about what kind of calls are made in your network. Call Type (comparing the number of point-to-point, VMR, and Lync calls) Call Duration (number of calls longer than five minutes compared to calls less than five) The following example shows that more than 75 percent of calls are point-to-point. Polycom, Inc. 21
RealAccess Analytics Utilization Summary page Call Type and Call Duration menus Trends Page View and export detailed information about how calls are made in your network over a specific time period. Filter the information by Call Type, System Type, Model, and more to see when your network experiences peak activity. The following example shows RealPresence CloudAXIS Suite usage over the past 30 days. The List View section below the graph provides specific details about each call: duration, source, packet loss, and more. Polycom, Inc. 22
RealAccess Analytics Utilization Trends page To find similar information about calls that were unsuccessful or got disconnected, use the tools on the Performance tab. Monthly Page View month-by-month endpoint usage for the locations in your network. Polycom, Inc. 23
RealAccess Analytics Utilization Monthly page List View Page View a detailed list of how devices registered to your RealPresence Resource Manager are being used with the following filters, such as Audio, CloudAXIS, CSS, Desktop, DMA, Desktop, Mobile, Remote Workers, Room, and more. Performance Tab The Performance tab has pages to help you identify and understand errors in your network. Summary Page Get an overview of errors that occur in your network. Functioning much the same way as the Utilization Summary page, there are a variety of menus to help you recognize how and where errors happen. The summary widget allows you to see what types of errors have occurred over a specific time period. You can filter the errors by the following levels of severity: Fatal Critical (default) Warning Info Debug You also can filter errors that occurred at the Source, Destination, or both. The following example shows critical errors of destination endpoints from last month. Polycom, Inc. 24
RealAccess Analytics Performance Summary page widget This page also has menus with other specific error information, such as the number of errors for each site and call success rate of endpoint types. Performance Summary page Polycom, Inc. 25
RealAccess Analytics Trends Page View calls in your network that failed over a specific time period. Functioning much the same way as the Utilization Trends page, you can filter the information by Call Type, System Type, Model, and more. The List View section below the graph provides specific details about each error: severity level, date, system type, reason for the error, and more. The following example shows VMR and point-to-point call errors over the past 30 days. Performance Trends page Capacity Tab The Capacity tab has a page with tools for helping you understand how your RealPresence Collaboration Center (RMX) Multipoint Control Unit (MCU) is being used. RMX Utilization Page View hourly and daily usage of video and audio on your MCU. You can also filter by utilization percentage or number of ports (video only). Polycom, Inc. 26
RealAccess Analytics The Capacity RMX Utilization page helps you do the following: Understand the limits of your network. Discover and analyze usage trends. Help you plan and justify when you need to update your capacity. The Hourly Utilization graph lets you know when your MCU experiences peak utilization throughout the day. When capacity is near a particular threshold, you receive a notification email. The following example shows hourly MCU port utilization over the past week. RMX Capacity Hourly Utilization The next example shows daily MCU port utilization over the past month. RMX Capacity Daily Utilization Polycom, Inc. 27
RealAccess Tutorial Library and Other Resources The Tutorial Library page contains video tutorials for using the following Polycom and industry standard endpoints: Polycom RealPresence Group Series Polycom HDX Microsoft Lync 2010 Microsoft Lync 2013 Polycom RealPresence Desktop Polycom RealPresence Mobile Polycom Touch Control Other Resources RealAccess also has pages that help you manage and get information about your service. Terms Page This page includes the Polycom RealAccess terms of service. Privacy Policy Page The link for this page redirects to Polycom s Privacy Policy. Support Page On the Support page, select Contact for technical support information or Status to view and test your RealAccess connection and also see API change logs. Test Your RealAccess Connectivity The Status page provides a tool for testing the connections to your agent and RealPresence DMA and RealPresence Resource Manager systems. You also can test the ability to make RESTful API calls from the RealAccess cloud to your RealPresence Platform products. To test your RealAccess connectivity: 1 Click Support, then select Status. This page shows the RealAccess connectivity tests you can run. Polycom, Inc. 28
RealAccess Tutorial Library and Other Resources 2 Select the Test All Connections button to run the connectivity tests. If you see a green Active in the Results column, you have a successful connection. If you see a red Inactive in the Results column, you have an unsuccessful connection. Use the following table to troubleshoot some possible scenarios: RealAccess Connectivity Troubleshooting Scenarios Test Agent OpenVPN ICMP Agent OpenVPN SSH DMA TCP Port 8443 (172.31.152.173) RPRM TCP Port 8443 (172.31.104.44) DMA CDR (API Request) Possible Solution(s) for Unsuccessful Tests Make sure that the relevant ports on your firewall are open. Using the ping utility with the RealPresence DMA or RealPresence Resource Manager system, ping the agent IP address. If the ICMP is disabled on your network, do a trace route instead. If you are successful with a ping or trace route, check that TCP port 8443 and TCP port 2341 are bidirectional between the agent s IP address and the RealPresence DMA and RealPresence Resource Manager systems. Log into a REST client with RealAccess credentials and run the following API command on the RealPresence DMA system and see if it works: https://dmaipaddress:8443/api/rest/billing Note: If there is no connection, no data shows on the RealAccess Utilization, Performance, or Capacity tabs. Note: The CDRs are pulled every five minutes. Polycom, Inc. 29
RealAccess Tutorial Library and Other Resources RealAccess Connectivity Troubleshooting Scenarios Test RPRM Inventory (API Request) Possible Solution(s) for Unsuccessful Tests Log into a REST client with RealAccess credentials and run the following API command on the RealPresence Resource Manager system and see if it works: https://rmvipaddress:8443/api/rest/devices/export-inventory Note: If there is no connection, no data shows on the RealAccess Assets tab. DMA MCU Utilization (API Request) Log into a REST client with RealAccess credentials and run the following API command on the RealPresence DMA system and see if it works: https://dmavipaddress:8443/api/rest/mcus Note: If there is no connection, no data shows on the RealAccess Capacity tab. If all tests are unsuccessful Reboot the agent and run the tests again. If your agent and RealPresence Platform products appear to be properly configured, check your entitlement information on the RealAccess About page. If your subscription is active and you are still having connectivity issues, contact your Polycom Representative. About Page This page includes additional information about RealAcces and your subscription, including the latest software release, customer serial number, and end-of-service date, as shown in the following figure. RealAccess About page Polycom, Inc. 30
RealAccess Tutorial Library and Other Resources User Profile Click on your User Profile on the top right of the portal to: Set up and manage your account Log out of RealAccess Polycom, Inc. 31