cowork & hub management - how medusahow.medusabusiness.com/wp-content/uploads/2016/01/sharemaker...
Post on 15-Jul-2020
1 Views
Preview:
TRANSCRIPT
Cowork & Hub Management
July 2013 - 1.1
2 | (c) Phoenix Broadband
Contents Operating Medusa .................................................................................................................................................................................................................................. 4
Getting Started with Medusa ...................................................................................................................................................................................................... 4
What Else Do I Need?............................................................................................................................................................................................................................. 5
Getting Support ........................................................................................................................................................................................................................................ 5
Common Procedures for Location Staff .......................................................................................................................................................................................... 6
Site Infrastructure & Getting Connected ........................................................................................................................................................................................ 7
Understanding your infrastructure ........................................................................................................................................................................................... 8
Making WiFi Connections ............................................................................................................................................................................................................ 9
Making Wired Connections - Patching ................................................................................................................................................................................. 10
People and their Devices .................................................................................................................................................................................................................... 13
What are ‘People’? ........................................................................................................................................................................................................................ 13
Add Member ................................................................................................................................................................................................................................... 14
Manage all People Accounts ..................................................................................................................................................................................................... 15
Add Visitor or Meeting ................................................................................................................................................................................................................ 16
Plan & Manage Meetings .......................................................................................................................................................................................................... 17
Self Registration by Guests or Events .................................................................................................................................................................................... 18
Companies ................................................................................................................................................................................................................................................ 19
What are Companies? .................................................................................................................................................................................................................. 19
3 | (c) Phoenix Broadband
Company Management .............................................................................................................................................................................................................. 20
Member Accounting ............................................................................................................................................................................................................................. 21
Major Accounting Factors .......................................................................................................................................................................................................... 21
Informal Accounting ..................................................................................................................................................................................................................... 22
Diagnostics and Issues ......................................................................................................................................................................................................................... 23
System & Internet Tests .............................................................................................................................................................................................................. 24
Device Connection Issues ........................................................................................................................................................................................................... 26
Member Issues ............................................................................................................................................................................................................................... 27
Appendices ............................................................................................................................................................................................................................................... 29
Operating Medusa
Getting Started with Medusa
Your Medusa is controlled mainly via a web user interface
which gives you control over all aspects of your infrastructure.
Getting Access
You will be provided with a URL for the interface that reads
something like: https:://yoursite.medusaserver.com
You will see a login screen – you can use either your email
address and password or your username and password for
access.
Other Access Methods
Some limited functions are available via a web gadget and
APP called IMAPP2. Please ask to be set up.
Navigation
There are 3 main sections:
BUSINESS – where use of the infrastructure is analysed and
bills created;
MANAGER – where changes are made
ENGINEER – access to the OldUI and advanced functions.
Below these levels are tabs and sub-tabs. Work downwards in
order.
We format navigation of the tabs and subtabs like this:
Manager Company Status
Changes and the Commit button
When you make a change you usually have to Commit the
change. If you forget you will be reminded and if you change
your mind you can cancel. If you refresh the screen before
pressing Commit you will lose all changes.
Who did what?
All changes are recorded against the operator and can be
seen in the Review tabs and elsewhere.
Backups
Your system is backup each night top our online servers. You
have nothing to do.
Help
There is a Help tab at the top of major menus.
Feedback
If you have an idea or improvement to communicate, please
use the FEEDBACK icon on the right. Remember to add you
contact details. This is not support – we will only contact you if
we need clarification.
5 What Else Do I Need? | (c) Phoenix Broadband
What Else Do I Need?
In order to run your location you need a few other things.
Service Menu
You need a list of services and charges, and assistance in
configuring Medusa to deliver and record these. If you use
Medusa’s Companies resources then ether will be service
plans to set up.
Policies
There are various formal and informal policies required.
Formal policies include an Acceptable Use Policy governing
customer use of the system and the Internet (we have samples
available). Also you need T&Cs or Terms & Conditions for
services.
Online Booking Services, Portals and Management Software
You will find that you need additional software and services to
raise invoices or manage meeting rooms etc.
Integration
Medusa has an API and can integrate with 3rd party software.
Approved and Trained Staff with Authorities
These people need accounts on Medusa on the system. If you
wish to limit access to certain functions for some staff, then
consult the RBAC facility - Roles & Users.
Getting Support
Your supplier is your first line of support. Please ensure you
have their telephone and email address handy.
Other resources will be found in the Review tabs.
6 Common Procedures for Location Staff | (c) Phoenix Broadband
Common Procedures for Location
Staff
Members
1
Guests & Meetings
2
Companies
3
Customer Management and Accounting
4
Site Infrastructure & Getting Connected
5
Site Management
6
Diagnostics
7
Awaiting content
7 Site Infrastructure & Getting Connected | (c) Phoenix Broadband
Site Infrastructure & Getting
Connected
The Site Infrastructure
Medusa ShareMaker controls
everything
Routers connect to the Internet
Switches create Company Networks
under Medusa Control...
...and WiFi translates wired to wireless
Everyone is in a room, however large
A Company is a secured network of
devices within one organisation
Members, Meetings and Hub spaces
are the People users and have a
network for independent individuals.
Access is by timed accounts and per
device
A utility network allows everyone to
print, fax, and scan to shared multi-
function devices
Admin network is for staff and has
special privileges.
8 Site Infrastructure & Getting Connected | (c) Phoenix Broadband
Understanding your infrastructure
The diagram below shows the principle components of your
infrastructure. The job of the infrastructure is to connect
customers’ devices to the Internet, shared resources, and, if in
a company, to each other.
Locate and identify your components
You need to know where everything is and how it is accessed,
managed, and if necessary switched on and off.
Keep everyone secure
Using the right connection, whether wired or WiFi, is essential
for security.
Two types of connection
Users connect on either wired or wireless connections.
Wired is faster and more reliable, but need a cable.
WiFi connections are mobile but need more security and
are more difficult to manage.
Laptops are a special case – they have both wired and WiFi
connections and if used by members who want both
connections active then you need to allocate 2 device
accounts for 1 laptop.
9 Site Infrastructure & Getting Connected | (c) Phoenix Broadband
Making WiFi Connections
Who Uses WiFi?
Normally all the individuals with People accounts have a WiFi
network of their own. In addition, some companies may have
their own WiFi network, which is called an ‘SSID’.
Larger locations may use Medusa Roaming Accounts – these
are documented elsewhere.
What WiFi networks do you have?
If Medusa APs are in use, the networks available are
documented on the old Medusa screens (under Engineering,
go Patchless Admin, Administer WAP).
Dual Band or Single Band?
There are two bands available for public WiFI: 5GHz (new) and
2.4GHz (old). By preference, customers should use the 5GHz
band as this gives 8x the available bandwidth of 2.4Ghz, and
suffers less interference.
Only recent technology uses the 5GHz band. Owners of older
devices (e.g. iPhone 4S and older) will only
The WiFi Connection Process
User turns on their WiFi and seek out the available Networks
(SSIDs).
Connect to network required.
Enter passphrase.
Save network and select “connect automatically”.
Issue this information for WiFi Connections
Bands Let user know if there is a 5GHz SSID
available and recommend they use it if
they can detect it.
SSID Let the User known which network or
networks they can use.
Passphrase If secured, the SSID will request a
passphrase. If you don’t know these, the
table above has them (if the table is
used).
Unsecured networks do not ask for an
SSID.
Connect
Automatically
User should select this if offered.
10 Site Infrastructure & Getting Connected | (c) Phoenix Broadband
Making Wired Connections - Patching
What is a Patch?
This is a connection between a floor port in a room and a
switch port, and then assigning the switch port to a company
or a Members network.
Are you Patchless?
If your location is pre-patched then you don’t need to follow
these procedures as the work has already been done.
A Patchless site will already have cables in place so you just
need to check the details.
Has this been done before?
Usually cables are in place and you have nothing to do. Follow
the procedure below and only patch if you need a new wired
connection.
Check and Patch Procedure
All in the Manager section of Medusa:
Resources, Wired, Room-View will tell you who occupies a
room and which floor drops are assigned.
You can ‘add new drops’ within a room here, but if you do
they will need Patching
Company, Deployment, Assign Rooms is used only when
you want add or remove a room from a company (ie when it
moves, joins or leaves.
11 Site Infrastructure & Getting Connected | (c) Phoenix Broadband
Company, Deployment, Patch Room is where you make
patches happen linking new floor drops to spare switch ports.
1. Select the room and select the switch.
2. Select the drop in the room you want, and an available
switch port
3. Click + MAKE PATCH
Check in the table below
Finally…..
You must apply VLAN UPDATES
Collect this information when patching
Company or
Member
You need this to select the right network
Room Record the name of the room.
If you need to assign a new room – see
the Room Assign process
Floor ports to
be connected
Get the numbers, e.g. 22, 11/3
Switch and
Switch ports
to patch to
Switches are labeled Sw1-1, 1-2 etc
Ports are numbered 1-
12 Site Infrastructure & Getting Connected | (c) Phoenix Broadband
13 People and their Devices | (c) Phoenix Broadband
People and their Devices
What are ‘People’?
Individuals are called People and they are secure from
everyone else in the property. These users can only access the
Internet and common resources.
Every individual registers a device or devices using device
accounts that you generate. A device may be a laptop, phone,
tablet or printer.
An account, once registered to a device, cannot be moved to
another device. Registration only occurs once.
Accounts are only valid for a specified duration or a time
period, after which the individual sees the registration screen
again.
The function of a device account is to track the individual’s
time and usage on the premises, limited by regards for
personal privacy.
In the Business section, admin users can see records of use for
People, create bills, and drill down on behaviour. They can also
see who is currently connected.
People Types
You can add different types of accounts
Duration Accounts (eg 1 hour, 10 days etc.)
Diary Accounts (eg 21-Jul to 23-Jul)
Self-Registered Accounts
People Accounts can be added by several
mechanisms
By the New UI interface
Management>People>Create_Device_Accounts
By the Old UI (Engineering) interface (Suite
Management/Hotdesks)
By the APPs and Gadgets
By integration with 3rd party software
By the MultiGateway GUEST account
People Accounts can be classified for accounting
and control:
Members
Visitors
Meetings
Personal
14 People and their Devices | (c) Phoenix Broadband
Add Member
Members are individuals who have regular of permanent
access to the workspace.
Step Add Members
1 Gather information that you need
2 Go to Medusa Manager-People-Create_Devices, or
use IMAPP for a quick entry
Be sure to enter the Type of Account information
Option If any device is wired, follow WIRED procedures
3 Issue information to customer
Account information
Wired & WiFi connection information
T&Cs and contractual information
4 Do the accounting. Record the contact against the
account information above so you can find it again
What Information do I need?
Identity
Fullname , or use an email address for more accuracy
Create a simple Username and Password with no
capitals and no spaces (using a-z and 0-9). Remember
the customer has top type this.
Type of Account
Based on what has been sold enter Member or
Personal
Duration
Note your choice will affect billing – be consistent
Set a duration in HOURS, DAYS or MONTHS
Set a diary account from STARTDATE to ENDATE
Devices & Bandwidth
Decide how many and enter in “copies”
Remember Laptops can have both wired and WiFi
connections
Standard bandwidth by default – check for High
Bandwidth
Assignment
If you wish to assign the account to an existing
company on eth system, use this drop down box.
15 People and their Devices | (c) Phoenix Broadband
Manage all People Accounts
Because Member accounts expire, there are several
management tasks to attend to.
Medusa Manage - People – CurrentDevices
Is account
valid and in
use?
Check the Status column. The Activated
and Expiry columns give you the dates
device is valid. See diagnostics for more
info.
Stop device
temporarily
Click the Revoke check box, then
Commit
Delete device Click the Delete check box for device and
then Commit.
Make sure you have the right device.
Change device
registered to
account
Click Revalidate and then Commit. This is
the same as making a fresh account AND
removes the registration for the previous
device.
Restart
account from
beginning
Click Restart an then Commit
How do I do this?
Finding your requested device
There are several filters on the page to make display more
manageable, e.g.:
Expired check box will display only expired accounts,
ditto Unused or Revoked.
Enter the start of username into Select users and hit
return. Table will be shortened. Hit ‘Clear’ to reset.
Type of Account will restrict to members, Meetings etc.
Sort Table
Click on a header in the table to sort
Devices Type
If Medusa recognizes the device hardware it will put
the name in this column.
16 People and their Devices | (c) Phoenix Broadband
Add Visitor or Meeting
Visitors and meeting guests are temporary users who may visit
only once. They are treated and accounted for differently.
Step Add Visitor or Meeting
1 Gather information that you need
2 Go to Medusa Manager-People-Create_Devices,
or use IMAPP for a quick entry
Be sure to enter the Type of Account information
as VISITOR or MEETING
Option If any device is wired, you can use any Member
connection. Check also that Meetings rooms are
allocated to Members.
3 Issue information to customer
Account information
Wired & WiFi connection information
4 Do the accounting. Record the contact against the
account information above so you can find it again
What Information do I need?
Identity of Visitor
Fullname , or use an email address for more accuracy
Create a simple Username and Password with no
capitals and no spaces (using a-z and 0-9). Remember
the customer has top type this.
Type of Account
Based on what has been sold enter: Visitor, Meeting
Duration
Set a duration in HOURS, DAYS or MONTHS
Set a diary account from STARTDATE to ENDATE
Devices & Bandwidth
Decide how many and enter in “copies”
Standard bandwidth by default – check for High
Bandwidth
Assignment
If you wish to assign the account to an existing
company on eth system, use this drop down box.
17 People and their Devices | (c) Phoenix Broadband
Plan & Manage Meetings
There may be extra steps to consider when planning meetings
for customers.
Step Meeting Management
1 Planning Ahead - Check the default arrangement is
OK:
Members shouldn’t need to do anything
For meeting Guests, issue ‘Meeting’ accounts as you
do for normal Guest procedures.
OR You can use stock Guest accounts but be sure to
manage them.
OR If you have enabled Self-Registration then guests
can set themselves up.
2 Tidy Up Medusa after Meeting
Remember to delete guest accounts, or if using
stock accounts, you can “Revalidate” them (see
Manage Member).
What Information do I need?
Planning for ‘Meeting’ accounts
Don’t forget to estimate how many device accounts the
meeting guests will need.
Identity
You may not know the attendees – you can ask and enter
Meeting accounts by name, or you can just do ‘Guest of XXX’
in the Full Name field. Traceability is important.
Using Stock Accounts
Some operators prefer to create a stock of Guest accounts (eg
20 accounts all called “guest”), and recycle these.
Using HouseKeeping
If you use stock accounts a lot, there is a facility called
Housekeeping that will tidy them up for you.
Wired connections in the Meeting Room – Using ‘Rooms’
Meeting rooms should be set up as a ’room’ on Medusa.
Normally this is part of the Members network.
There are rare times when the Meeting needs a network,
that is, all the attendees devices can network together. To
do this you move the meeting room on Medusa. Follow the
Move Room procedure.
18 People and their Devices | (c) Phoenix Broadband
Self Registration by Guests or Events
If you have a lot of visitors, or have an event planned, then
Self-Registration may reduce your workload.
Step Self-Registration
1 Planning Ahead
MultiGateway needs to be chosen as your Medusa’s
People gateway
You can customize MultiGateway in various ways.
See the MultiGateway procedure.
2 Publicize “Getting Connected” information.
3 Track who is connected
4 Tidy Up Medusa after Meeting
Remember to delete guest accounts.
There are options with MultiGateway to set a fixed
username so that it is easy for the Housekeeping
function to delete any accounts created this way.
What Information do I need?
No Information is required in this case.
Enabling MultiGateway
You will need assistance from your support desk to change to
MultiGateway. Read the Manual and see if this is for you.
What the Guest Sees
When accessing the Internet, the guest will see the left hand
screen. When they select GUEST they see the right hand
screen. They Click Connect and they are online.
19 Companies | (c) Phoenix Broadband
Companies
What are Companies?
A company is a network of devices. It is also a unit for billing,
administration and operation. That means all changes apply, in
the main, to everyone in the company.
The Company Network
The main reason for a company is to create a network.
Networks are secure from all other users in the location. A
standard network can have 250 wired and wifi devices.
Adding Devices
Company users do not need a username. They can just plug in
or connect to their own WiFi network if you have created one
for them.
Service Plans
A Service Plan controls performance and usage. The plan can
set the maximum bandwidth of the company or even
guarantee the bandwidth. Likewise the plan allocates a volume
quota which can be used for billing purposes.
Companies share plans, so only need one or two shared plans
for all companies, unless a company has a specific plan of
their own.
Benefits of being a company
Own secure network
Own IP range with DHCP
Public IP options
Service plan benefits
Option of guaranteed bandwidth.
Many advanced network options and diagnostics
Company Security and Open Plan
If a company is not in a lockable office, then other people can
potentially access the company network. This might be a
security threat for some companies, and must be considered.
Customer and Special Networks
The Members network (aka Hotdesk), and Utilities network are
Special Networks. Click the appropriate radio button to view
these.
20 Companies | (c) Phoenix Broadband
Company Management
This is a shortened Company Management section – there is a
full manual for this elsewhere.
Details
Use this to update the details of the company. Ignore
passwords & usernames for now.
You can view configuration reports.
Archive is a special function that retires the company,
archives log data, and releases resources.
Status
Under Status you can
Deactivate Internet Access
Check live bandwidth used by the company
See traffic graphs of historical usage
See which devices are connected
History
View recent changes and administrators notes.
Deployment-Service Plan
View and change plan used to manage the performance of the
company.
Deployment-Network
View the switch and room drop information and see which
wired connections are connected.
This is a fairly advanced tab.
Deployment-LAN
The local IP settings for the company.
Deployment-Public IP
Assign and set rules for public IPs mapped to a company for
their use.
Deployment-Assign Room
See Patching
Deployment-Patch Room
See Patching
People and Devices
Advanced use only
21 Member Accounting | (c) Phoenix Broadband
Member Accounting
There are two types of accounting for members. One is
informal, a check on their usage and presence, the other is
formal in the form of a monthly account.
Major Accounting Factors
We need to account for various elements of a user account
and the activity of the customer.
Duration accounts have their own charge rate: Hour, Day,
Month
Presence measures the number of hours on location
Type of account can have different rates (Visitor,
Member, Meeting, Personal, Other)
High Bandwidth can have a fixed or percentage premium
on the standard account.
We can also record time of day or day of week but there are
no separate rates for these yet.
Diary Accounts
These are a special case, As they have the start and end times
fixed, they do not have charge rates and so are measured by
presence.
Presence Accounting
For presence accounting (time on site, or dates on site), it is
best to select a nominated device (like a laptop)
Converting a Membership plan to Formal Accounting
The Business, People-billing section is where you set rates for
formal monthly or period billing.
Note that Presence (hours on site) and duration accounting
are independent, and a calculation for each is made.
Note: Volume data 1 GByte = 1000 MBytes
Tasks Monthly Activity
Billing Run People-Billing to calculate formal
charges
Hours of
Use
Check Presence hours on site
In Use? Check for unused accounts in period
Volume
check
Who are the heaviest users in period
22 Member Accounting | (c) Phoenix Broadband
Informal Accounting
Go to Business, People for informal checking.
You can select the type of account to view.
Check the summary for unused and expired accounts.
Select Users
You can select or filter by user name or part of their name.
User Account Summary
You can sort the table to find the user’s device with most
hours or highest data volume.
Device Account Table
You can filter down to view details on all devices and accounts
Presence Table
To see the times and dates of attendance select a user.
Pay attention to the Device column and the MAC address
(formatted like 00:ab:89:df:34:8f ).
23 Diagnostics and Issues | (c) Phoenix Broadband
Diagnostics and Issues
What are Diagnostics?
Sometimes you need to ascertain if anything is wrong, and if
so, where. A diagnostic is a test that you run to gain
additional information.
How are these run?
Just follow the procedures below and note the results.
Sometimes we will suggest the next course of action based on
the results. If you can try these, then you will save some time.
There are different types of results.
It’s important to understand what you have discovered:
Something has stopped working or isn’t working as it
should;
Something is working as configured but possibly the
settings should be changed;
Something is working as intended and the cause for
concern is elsewhere;
The problem may be intermittent and retests are
necessary.
Escalation
Everyone who accesses Medusa should have an escalation
available to them. That will either be someone in your own
organization with the training or skills to investigate, or it will
be an external helpdesk.
In all cases provide as much information as possible when
escalating – it will save other people time discovering facts
that you already know.
24 Diagnostics and Issues | (c) Phoenix Broadband
System & Internet Tests
When everything stops, what’s wrong?
If everything appears to have stopped, it is usually the
Internet. However if you want to be sure there are some easy
tests for Medusa which your helpdesk will find useful.
Can you access the Medusa screens from your normal PC,
or from IMAPP2 app on your phone?
If so, then start checking the Internet. If not, then consider
calling the helpdesk.
Is the Internet working (at all)?
1. Quick test – try accessing a website you know just in case
it’s a customer issue. Ask other customers.
2. If you know how to do a Ping Test, run that now (see
elsewhere).
3. If you suspect an Internet circuit, on Medusa, go to
Manager:Resources:Other:Circuits and see if the circuit
lights are green under Enabled.
If the router lights are green this means the router is
responding as well.
4. If you have multiple circuits you may see 2 or more entries
on Medusa. In this case you may have some customers
working and some not.
Possible Actions
If you know the circuit is and ADSL or FTTC type, then you
can try ‘rebooting’ the router (Medusa may have already
tried this for itself. Do not do this on leased lines.
Find the router in the comms room and power it down,
count to 10, then power it up. Watch it for 3 minutes or so
and see which lights come back on. If the Internet still
25 Diagnostics and Issues | (c) Phoenix Broadband
doesn’t work, it is useful to let your helpdesk know what
lights you saw.
If there are no lights then check the power lead is still
connected else the router is dead.
It’s unlikely but the cabling may have come loose. Trace
the cables
Otherwise escalate to support.
Is the Internet Working Properly?
1. Status –> Interface Monitor
The easiest way to test this is from the Medusa Home
page find the STATUS button at the bottom. This will show
you the live traffic through Medusa for the Internet (WAN)
circuits at the top and for individual companies below.
Green is upload (sent to Internet), Red is download
(received from Internet).
You are looking to see if the circuit is reaching its
maximum values (‘maxed out’).
2. Speed Tests from web browsers
There are online sites that can generate traffic and
produce a figure for upload and download bandwidth.
However, note two limitations. 1) These tests can only tell
you the spare capacity left. 2) Service Plans on Medusa
may limit individual or company performance.
http://speedof.me/
http://www.speedtest.net
Possible Actions
If the Internet is slow but the Internet circuit is nowhere near
its max then you might need to ask for help. If you suspect a
company, look below.
Who is currently using the Internet?
3. Use the live traffic under the STATUS button as above.
Scroll down until you see active companies. Make sure you
read the Vertical scale properly when comparing
companies.
How has the Internet behaved today?
4. Go to Business Connectivity Traffic-graphs. Be sure to click
the grey buttons on the left to check each circuit in turn.
The top graph is the last 36 hours and the horizontal scale
is the time of day.
A gap, like above, indicate a break in use or the circuit was
offline.
26 Diagnostics and Issues | (c) Phoenix Broadband
Device Connection Issues
Wired Connections
There are two levels to check if a wired connection is live given
below. However there are short cuts you may want to try.
If device belongs to a People Member, go to “Who is Online?”
below.
If device belongs to a Company, go to Manager, Company
(select company), Deployment, People& Devices and look for
device or mac address there (assuming this is known).
1. Is there a physical connection (often called a ‘Link Up’)?
This is most easily on the status bar of the computer itself
(Windows), or indicated by lights on the connector where
the Ethernet cable plugs into the laptop or computer.
You can also see these by looking up the floor port or
switch port on Medusa; either go:
Manager, Company (select Company or Members), then
Network
Or Manager, Resources, Wired, Switch View
2. Has the device connected logically?
Note – do not do this if you know device is behind
customer’s own router or firewall.
This requires an advanced test called IPCONFIG.
On a windows device do START-RUN and then put CMD in
the box.
You will see a black screen. Type IPCONFIG and return, and
the screen returns some information. Look for ETHERNET
adapter and you should see some IP addresses (IP
Addresses are 4 numbers separated by “.” as in 10.1.5.248
If you type IPCONFIG / RELEASE and then IPCONFIG /
RENEW. If this returns an answer within say 30 secs, then it
is likely that the device is logically connected as well.
27 Diagnostics and Issues | (c) Phoenix Broadband
Member Issues
Who is Online?
Go to Manager People Current-devices and sort table by
clicking Currently Connected:
Green lights mean currently connected.
Device stops working.
If a device has been working (as opposed to a device that has
never been connected) then ask customer for their Username
and the type of device that stopped working.
Check who is online now using above procedure.
3. Check Expiry to see if account has expired. You can Restart
in this row then press Commit at the bottom.
4. Check that a colleague hasn’t revoked the account.
5. Check the account and device still exists and hasn’t been
deleted
6. If no one is connected there might be a networking
problem.
If customer’s device shows as not currently connected then
you need to resolve a connection problem.
When was Customer’s device last online?
Sometimes you want to check that the time and date of last
connection.
Go to Business Customer People and select the Period you
need. Then find the User account in the search box. Click this
to select.
Then find the Presence tab, and when the data updates, sort
the DATE column to get the latest start date and duration.
28 Diagnostics and Issues | (c) Phoenix Broadband
29 Appendices | (c) Phoenix Broadband
Appendices
top related