1.4 | October 2015 | 3725-10306-001E
GETTING STARTED GUIDE
Polycom
®
RealAccess
™
2
Copyright
©
2015, Polycom, Inc. All rights reserved. No part of this document may be reproduced, translated into another
language or format, or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the
express written permission of Polycom, Inc.
6001 America Center Drive
San Jose, CA 95002
USA
Trademarks Polycom
®
, the Polycom logo and the names and marks associated with Polycom products are
trademarks and/or service marks of Polycom, Inc. and are registered and/or common law marks in the United States
and various other countries.
All other trademarks are property of their respective owners. No portion hereof may be reproduced or transmitted in any
form or by any means, for any purpose other than the recipient's personal use, without the express written permission
of Polycom.
Disclaimer While Polycom uses reasonable efforts to include accurate and up-to-date information in this document,
Polycom makes no warranties or representations as to its accuracy. Polycom assumes no liability or responsibility for
any typographical or other errors or omissions in the content of this document.
Limitation of Liability Polycom and/or its respective suppliers make no representations about the suitability of the
information contained in this document for any purpose. Information is provided "as is" without warranty of any kind and
is subject to change without notice. The entire risk arising out of its use remains with the recipient. In no event shall
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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
Polycom, Inc. 4
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
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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 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.
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.
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
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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
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High-level overview of RealAccess
RealAccess software agent
Before You Begin
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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
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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
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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
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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.
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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