polycom realaccess getting started guide...its flexibility lets you choose the services and...

1.4 | October 2015 | 3725-10306-001EGETTING STARTED GUIDE

Polycom® RealAccess™

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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.

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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 [email protected].

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Polycom Support Visit the Polycom Support Center for End User License Agreements, software downloads, product documents, product licenses, troubleshooting tips, service requests, and more.

mailto:[email protected]

http://support.polycom.com/

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Contents

Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Information Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Typographic Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6What 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

Set Up RealAccess . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Agent Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Ports and Protocols for Successful Network Traversal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Firewall Rules Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Request RealAccess . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Requester Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Account Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Provide Information About Your RealAccess Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Download and Deploy Your Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Download Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Prepare for Agent Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Deploy .ova Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Deploy .vhd Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Troubleshoot Your Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

RealAccess Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Site Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Models Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Contents

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List Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

RealAccess Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Utilization Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Trends Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Monthly Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

List View Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Endpoint Dashboard Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Performance Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Trends Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Capacity Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

RMX Utilization Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

RealAccess Tutorial Library and Other Resources . . . . . . . . . . . . . . . . . . . . . . . 40Other Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Terms Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Privacy Policy Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Support Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

About Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

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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 ElementsThis guide includes the following icon to alert you to important information.

Typographic ConventionsA few typographic conventions, listed next, may be used in this guide to distinguish types of in-text information. A

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

Convention Description

Bold 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.

Italics 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.

Blue Text Used for cross references to other sections within this document and for hyperlinks to external sites and documents.

Courier Used for code fragments and parameter names.

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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 AnalyticsRealAccess 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.

Before You Begin

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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 Asset Management

RealAccess Primary Features and Resources

Feature Description

Tutorial Library Video tutorials for using Polycom and industry standard endpoints

Asset Management Inventory of endpoint types and locations

Utilization Usage details about your network (analytics feature)

Performance Errors in your network (analytics feature)

Capacity Systems utilization reports (analytics feature)

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RealAccess Analytics

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Polycom RealPresence Platform RequirementsRealAccess 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

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.

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

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High-level overview of RealAccess

RealAccess software agent

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Software RequirementsThe following table details the minimum browser requirements for RealAccess.

Supported EnvironmentsThe following diagrams provide an overview of the environments supported by RealAccess.

RealAccess Minimum Browser Requirements

Browser Requirement

Microsoft Internet Explorer® v10.0 or higher (include realaccess.polycom.com in trusted sites list)

Mozilla Firefox® Current version

Google Chrome™ Current version

Apple® Safari® Current version

Note: Server requirements

For the most recent information on RealAccess server requirements, refer to the latest Polycom RealAccess Release Notes.

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RealAccess supported environments (RealPresence DMA)

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RealAccess supported environments (RealPresence Resource Manager)

Get HelpFor 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 ResourcesTo find all Polycom partner solutions, see Strategic Global Partner Solutions.

The Polycom CommunityThe 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

http://support.polycom.com

http://support.polycom.com/PolycomService/support/us/support/strategic_partner_solutions/index.html

http://developer.polycom.com

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personnel and participate in developer and support forums to find the latest information on hardware, software, and partner solutions topics.

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Set Up RealAccess

RealAccess requires a software agent installed on your infrastructure. Once installed, the monitoring agent establishes a secure connection between the RealAccess cloud and your RealPresence DMA and/or RealPresence Resource Manager systems.

This section details how to request RealAccess, download and deploy your agent, troubleshoot your connections, and other information you need while getting started with RealAccess.

Agent ComponentsThe RealAccess agent interoperates with RealPresence Platform components and standard IT infrastructure elements provided by the deploying organization, as shown next.

Ports and Protocols for Successful Network TraversalThis section illustrates and describes the ports and protocols that ensure successful network traversal for the RealAccess agent. Inbound and outbound port usage depends on the protocol and specific port that are initiating those communications.

The following figure is an example of how various ports and protocols interact with the RealAccess agent.

Primary Components of the RealAccess Agent

Component Description

DHCP server Assigns IP addresses to RealAccess components and devices.

DNS server Allows RealAccess and other RealPresence Platform components to be found and referenced using domain names rather than IP addresses.

Active Directory Federation Services (AD FS) AD FS, which supports SSO, simplifies access to systems and applications using a claims-based access (CBA) authorization mechanism to maintain application security.

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Ports and protocols interacting with the RealAccess agent

Firewall Rules ChecklistThe following table provides a checklist of firewall rules with RealAccess.

RealAccess Firewall Rules Checklist

Source Source Port Destination Dest. Port Protocol Used for

RealAccess portal

(74.217.211.0/27

70.42.141.199)

RealAccess agent address

ICMP Ping

AnyRealAccess agent address

22 TCP SSH

RealAccess agent address Any

RealAccess portal

(74.217.211.0/27

70.42.141.199)

1194 TCP OpenVPN

RealAccess agent address Any SAML integration 443 TCP SSO

Note: The following section is for your information and will use the existing open VPN tunnel.

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Request RealAccessGetting RealAccess first requires completing an onboarding form with the following information.

Requester InformationThese fields provide Polycom basic information about your request for the RealAccess service delivery platform.

● Contact Information

As a RealAccess requester, Polycom may contact you if questions arise during the onboarding process.

RealAccess agent address

RealAccess portal

(74.217.211.0/27

70.42.141.199)

ICMP Ping

Any

External NTP server 123 TCP/UDP NTP

External DNS server 53 TCP/UDP DNS

Any for OS patches80 TCP HTTP

443 TCP HTTPS

Note: The following section pertains to communication between the RealAccess agent and RealPresence Platform.

RealAccess agent address Any

Polycom DMA VIP address

8443 TCP API calls

22 TCP SSH

Polycom Resource Manager address

8443 TCP API calls

22 TCP SSH

Polycom DMA VIP addressRealAccess agent address

2341 TCPSubscription messages

Polycom RM addressRealAccess agent address

2341 TCPSubscription messages

Note: Some contacts may be the same person

Some of your contacts in the onboarding form may be the same person (i.e., the requester is also the administrator). If that is the case, check the Same as contact information box to auto populate what you entered in the Contact Information section.

RealAccess Firewall Rules Checklist

Source Source Port Destination Dest. Port Protocol Used for

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● RealAccess Administrator Information

This is the technical contact responsible for leading the connection of the RealPresence Platform to RealAccess.

Account InformationThese fields provide Polycom more detailed information about your RealAccess request, including aspects of your infrastructure.

● Customer Information

This contact includes details about the organization onboarding RealAccess.

● Polycom Representative Information

Your contact (e.g., Polycom account manager or systems engineer) if you have issues during onboarding.

● Polycom RealPresence Platform Information

Serial number and software release information about your RealPresence Platform. To be eligible for RealAccess, your RealPresence Platform product(s) must be entitled under an active service contract (Polycom Premier, Partner Premier, Polycom Advantage, Partner Advantage, or Polycom Elite) and meet the software version requirements outlined in the latest Polycom RealAccess Release Notes.

To complete the onboarding form:

1 Go to realaccess.polycom.com/onboarding.

2 Enter all required fields, using the online tooltips to guide you through the process.

3 Click Submit.

Polycom verifies your request and emails the person identified as the RealAccess Administrator with instructions to continue onboarding.

Provide Information About Your RealAccess AgentOnce your RealAccess request is verified, a welcome email is sent to the person identified in the onboarding form as the RealAccess Administrator. The email contains a link to the RealAccess registration page, where you can create an administrator account necessary to complete onboarding.

Note: Serial number vs. system identifier

For Appliance Editions, enter the RealPresence DMA or RealPresence Resource Manager system’s serial number; for Virtual Editions, enter the system identifier. If you have RealPresence One, enter your serial number in the Primary DMA field.

Note: Expect two-hour response time

After submitting the onboarding form, it takes approximately two hours before receiving a welcome email. If you have not received the email—also check your spam or junk mail folder—contact your Polycom Representative.

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To create a RealAccess administrator account:

1 Click the registration link in the RealAccess welcome email.

You are directed to the registration page (realaccess.polycom.com/register).

2 Enter the email and password you want to associate with your RealAccess administrator account, then click Register.

3 When you receive the account verification email, click the link to verify your account.

With this administrative account, you can log in to RealAccess and access the Setup | Agent page, where you enter the technical information necessary for Polycom to create your agent.

Details about your agent instance and RealPresence DMA and RealPresence Resource Manager systems are needed so that the agent can successfully communicate with your infrastructure. You also have to specify the virtual machine environment in which you need to deploy your agent.

To configure your agent:

1 Log in at realaccess.polycom.com using the administrative credentials you created on the registration page.

Once you are logged in, it is normal to not see any reporting data displayed. This is because your RealAccess Platform is not yet connected to RealAccess.

2 When you are logged in, click Admin, then select Setup > Agent.

You are on the Setup | Agent page and can begin configuring your agent.

3 In the Agent panel, select Create a new config.

4 Enter the following information that will be related to your agent instance:

Name

The name that you want to assign the agent.

IP Address

Provided by your network or IT administrator.

Subnet Mask

Also provided by your network or IT administrator.

Default Gateway

Also provided by your network or IT administrator.

External IP Address

This public-facing IP address enables a secure connection between the RealAccess cloud and agent.

DNS 1

The primary DNS.

DNS 2

The secondary DNS.

5 In the Commands column, select Update to create an agent configuration.

You also can Edit or Delete this information.

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To add information about your RealPresence DMA(s):

1 In the DMA panel, select Add a new DMA.

2 Enter the following information related to your system:

IP Address

Enter the virtual IP address if you have a redundant configuration.

Username

Password

The previous two fields are the RealPresence DMA credentials for RealAccess. If you have not already, create a user account with at least auditor privileges for the system you are adding.

3 In the Commands column, select Update to add a RealPresence DMA.


To add information about your RealPresence Resource Manager(s):

1 In the Resource Manager panel, select Add a new RPRM.

2 Enter the following information related to your system:

IP Address

Enter the virtual IP address if you have a redundant configuration.

Username

Password

The previous two fields are the RealPresence Resource Manager credentials for RealAccess. If you have not already, create a user account with at least auditor privileges for the system you are adding.

3 In the Commands column, select Update to add a RealPresence Resource Manager.


To request agent download:

1 In the Download Agent panel, choose the virtual machine environment (VMware, Hyper-V, etc.) in which the agent will be installed from the Select agent type dropdown.

2 Click Request Agent Build.

The RealAccess Team starts creating your agent deployment file. When the file is ready to download, you receive an email notification.

Download and Deploy Your AgentThis section provides details about how to download and deploy your RealAccess agent.

Download AgentWhen the information you entered about your agent and RealPresence Platform systems is verified, you receive an email notifying you that the agent deployment file is ready to download.

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To download your agent deployment file:

1 Navigate back to the Setup |Agent page.

2 Click the Download Agent button and save the file to your local drive.

Your agent is downloaded and ready to be deployed on a virtual machine.

Prepare for Agent DeploymentThe following instructions prepare you for the RealAccess agent deployment in a virtual environment.

To prepare for the agent deployment:

1 Confirm that the RealAccess system and server requirements are met by referring to the latest Polycom RealAccess Release Notes.

2 Obtain administrator login credentials to the virtual environment in which the agent is being installed.

Deploy .ova PackagesUse the standard VMware deployment procedure to deploy the RealAccess agent .ova file in the virtual data center. The vCenter administrator interface guides you through the following deployment process.

To deploy the portal agent .ova file template in the vCenter:

1 Open the vSphere application that connects to the vCenter or vSphere server where the agent will be installed.

2 In the main vCenter menu, choose File > Deploy OVA Template to open the Source selection window.

3 In the Deploy from a file or URL dialog box, browse to where the .ova file is located or enter a URL, and click Next.

4 Accept the End-User License Agreement (EULA) to continue.

5 In the Name and Location window, enter a descriptive name for the agent instance, select an inventory location from the list of what is available in the vCenter, and click Next.

6 In the Host/Cluster window, select an available host or cluster where the image file will be stored, and choose a Resource Pool within the Host Cluster.

7 In the Storage window, select an available storage destination for the agent virtual machine files and click Next.

8 In the Disk Format window, select a provisioning policy from those available on the list.

This selection is left to the discretion of an administrator and dependent on how disk clusters have been configured in the data center.

9 Verify the selections in the Deploy OVF Template window and click Next.

Note: Use virtualization administrator for Virtual Edition deployment

Polycom recommends that a virtual environment administrator install Virtual Edition software. After the deployment, additional configuration should be done by someone who understands video conferencing.

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10 Select the Power on after deployment option to restart the server after deployment is complete and click Finish.

The instance begins to deploy in the vCenter.

Deploy .vhd PackagesUse the standard Hyper-V deployment procedure to deploy the RealAccess agent .vhd file in the virtual data center. The Hyper-V Manager interface guides you through the following deployment process.

To deploy the portal agent .vhd file in the Hyper-V Manager:

1 Open the Hyper-V Manager application that connects to the Hyper-V server where the agent will be installed.

2 Right-click the server name and choose New > Virtual Machine… .

The New Virtual Machine Wizard dialog box appears.

3 In the Before You Begin window, click Next.

4 In the Specify Name and Location window, enter a descriptive name for the RealAccess virtual machine in the Name: field.

5 In the Specify Generation window, select Generation 1 and click Next.

6 In the Assign Memory window, enter 4096 in the Startup memory: field and click Next.

7 In the Configure Networking window, use the Connection: dropdown to specify the correct network adapter according to your Hyper-V server configuration and click Next.

8 In the Connect Virtual Hard Disk window, select Use an existing virtual hard disk, browse to where the agent .vhd file was saved, and click Next.

9 Verify the details in the Completing the New Virtual Machine Wizard window (Summary tab) and click Finish.

After the RealAccess agent virtual machine is created, it appears in the Virtual Machines menu of Hyper-V Manager.

10 Set the virtual hard disk to 50 GB to meet the requirements for accessible storage.

a Right-click the RealAccess agent virtual machine name and select Settings… .

b On the Settings dialog box, select Virtual hard disk: and click Edit.

c The Edit Virtual Hard Disk Wizard appears.

d In the Edit Virtual Hard Disk Wizard, select the Choose Action tab and choose Expand.

e Select the Configure Disk tab and enter 50 in the New size: field.

f Select the Summary tab, click Finish, and close the wizard.

11 Right-click the RealAccess agent virtual machine name and select Start.

This starts the agent and changes the State of the agent to Running.

Note: Allow the agent about five minutes to complete its startup process.

Set Up RealAccess

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To confirm that your RealAccess agent works in a Hyper-V environment:

» Right-click the RealAccess agent virtual machine and select Connect to confirm that the agent is working.

If a Virtual Machine Connection window appears with a login prompt, the agent is deployed and running successfully.

Once the agent instance has been created and powered on, it will try to connect to the RealAccess cloud. If you have successfully deployed the agent, you can begin using RealAccess.

Troubleshoot Your ConnectivityAfter deploying your agent, you can begin using RealAccess. If you see pages without data, however, there might be a connectivity issue.

You can troubleshoot these issues on the Support page. There you can test the connections to the 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.

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.

Set Up RealAccess

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If you see a red Inactive in the Results column, you have an unsuccessful connection. Use the following table to troubleshoot some possible scenarios:

If your agent and RealPresence Platform products appear to be configured properly, check your entitlement information on the RealAccess About page.

If your subscriptions are active and you are still having connectivity issues, contact your Polycom Representative.

RealAccess Connectivity Troubleshooting Scenarios

Test Possible Solution(s) for Unsuccessful Tests

External Address ICMP Connection

Make sure that the relevant ports on your firewall are open.

External Address SSH Connection (TCP Port 22)

OpenVPN Connection

OpenVPN SSH Connection (TCP Port 22)

RPRM TCP Port 8443 (10.224.7.10) If any of these tests fail, ping the agent IP address using the ping utility for the RealPresence DMA or RealPresence Resource Manager system. If ICMP is disabled on your network, do a trace route instead.

If you are successful with a ping or trace route, check that TCP ports 8443 and 2341 are open in both directions between the agent’s IP address and RealPresence DMA and RealPresence Resource Manager systems.

DMA TCP Port 8443 (10.224.7.20)

DMA CDR If any of these API connectivity tests fail, log in to a REST client using your RealAccess credentials and run an API command to check the connection.

For the RealPresence DMA, enter and run the following command in your REST client:

https://DMAIPADDRESS:8443/api/rest/status

For the RealPresence Resource Manager, enter and run the following command in your REST client:

https://RPRMIPADDRESS:8443/api/rest/export-inventory

A "204" response message means the command has been successfully received; a "403" message means the user does not have permission to request information.

Note: The RealPresence DMA and RealPresence Resource Manager user accounts you created for RealAccess need to have at least auditor privileges.

RPRM Inventory

DMA MCU Utilization

If all tests are unsuccessful Reboot the agent and run the tests again.

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RealAccess Asset Management (located on the Assets tab) has the following pages to help you manage your network’s endpoints.

Site PageThis 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


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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.


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.


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Models PageThis 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.

Assets | Model View page on the Assets tab

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.

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.


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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.


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 PageView 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.

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RealAccess Analytics (located on the Utilization, Performance, and Capacity tabs) help you understand how your collaboration solutions are utilized and performing.

Utilization TabThe Utilization tab has the following pages to help you see how your network is being used.

Summary PageGet 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


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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.

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).

Parameters on Utilization | Summary Widget

Parameter Explanation

Total (represented by the prominently displayed numbers)

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 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.

Max 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.


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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.


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Utilization | Summary page Call Type and Call Duration menus

Trends PageView 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.


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Utilization | Trends page

To find similar information about calls that were unsuccessful or got disconnected, use the tools on the Performance tab.

Monthly PageView month-by-month endpoint usage for the locations in your network.


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Utilization | Monthly page

List View PageView 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.

Endpoint Dashboard PageGet details about a specific endpoint in your network (except Lync and RealPresence CloudAXIS Suite). Somewhat similar to the Utilization | Summary page, this page includes a variety of analytics and tools, such as the Endpoint Dashboard widget and list of top call destinations. There also is data pertaining to monthly duration, trends, success rate, and performance based on the endpoint and time period you choose.

The following examples show details about a sample endpoint.


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Utilization | Endpoint Dashboard page


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Utilization | Endpoint Dashboard page (continued)

Performance TabThe Performance tab has pages to help you identify and understand errors in your network.

Summary PageGet 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.


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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


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Trends PageView 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 TabThe 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 PageView hourly and daily usage of video and audio on your MCU. You can also filter by utilization percentage or number of ports (video only).


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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

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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 ResourcesRealAccess also has pages that help you manage and get information about your service.

Terms PageThis page includes the Polycom RealAccess terms of service.

Privacy Policy PageThe link for this page redirects to Polycom’s Privacy Policy.

Support PageOn the Support page, select Contact for technical support information or Status to view and test your RealAccess connection and also see API change logs.

Troubleshoot 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.

About PageThis 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 Tutorial Library and Other Resources

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RealAccess About page

User ProfileClick on your User Profile on the top right of the portal to:

● Set up and manage your account

● Log out of RealAccess