Poly RealAccess Service Quick start guide

Brand: Poly

Model: RealAccess Service

Category: General utility software

Type: Quick start guide

1.4 | October 2015 | 3725-10306-001E

GETTING STARTED GUIDE

Polycom

RealAccess

™

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.

Polycom, Inc. 3

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

Set Up RealAccess . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Agent 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Site Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

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

Contents

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

RealAccess Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Utilization 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 . . . . . . . . . . . . . . . . . . . . . . . 40

Other Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

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

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

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

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

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

Polycom, Inc. 5

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.

Typographic Conventions

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

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

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.

Polycom, Inc. 6

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.

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)

Before You Begin

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RealAccess Analytics

Before You Begin

Polycom, Inc. 9

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

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

Before You Begin

Polycom, Inc. 10

High-level overview of RealAccess

RealAccess software agent

Before You Begin

Polycom, Inc. 11

Software Requirements

The following table details the minimum browser requirements for RealAccess.

Supported Environments

The 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.

Before You Begin

Polycom, Inc. 12

RealAccess supported environments (RealPresence DMA)

Before You Begin

Polycom, Inc. 13

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

Before You Begin

Polycom, Inc. 14

personnel and participate in developer and support forums to find the latest information on hardware,

software, and partner solutions topics.

Polycom, Inc. 15

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 Components

The 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 Traversal

This 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.

Set Up RealAccess

Polycom, Inc. 16

Ports and protocols interacting with the RealAccess agent

Firewall Rules Checklist

The 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

Any

RealAccess 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.

Set Up RealAccess

Polycom, Inc. 17

Request RealAccess

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

Requester Information

These 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 patches

80 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 address

RealAccess agent

address

2341 TCP

Subscription

messages

Polycom RM address

RealAccess agent

address

2341 TCP

Subscription

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

Set Up RealAccess

Polycom, Inc. 18

● RealAccess Administrator Information

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

RealAccess.

Account Information

These 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 Agent

Once 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.

Set Up RealAccess

Polycom, Inc. 19

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.

Set Up RealAccess

Polycom, Inc. 20

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.

You also can Edit or Delete this information.

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.

You also can Edit or Delete this information.

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 Agent

This section provides details about how to download and deploy your RealAccess agent.

Download Agent

When 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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Poly RealAccess Service Quick start guide

Brand: Poly

Model: RealAccess Service

Category: General utility software

Type: Quick start guide

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Poly RealAccess Service Quick start guide

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