Poly RealAccess Service Deployment Guide

Brand: Poly

Model: RealAccess Service

Type: Deployment Guide

Release 1.8 | June 2016 | 3725-10306-001A

DEPLOYMENT 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 at http://documents.polycom.com/indexes/licenses.

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].

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

Introducing the RealAccess Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

What is Polycom RealAccess? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Asset Management and Comprehensive Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Secure Monitoring and Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

RealAccess Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Hosted Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Unsupportable Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Portal Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Complete the Setup Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

RealAccess Hosted Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

RealPresence Platform Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Browser Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Ports and Protocols for Successful Network Traversal . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Polycom and Partner Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

The Polycom Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Installing RealAccess Hosted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Onboarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Fee-Based Onboarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Self-Service Onboarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Installing Agent Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Request RealAccess . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Create a New Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Create Agent Deployment File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Contents

Polycom, Inc. 4

Download the Agent Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Install the Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Test Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

RealAccess Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Utilization Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Trends Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Monthly Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

List View Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Endpoint Dashboard Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Conference Utilization Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Performance Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Trends Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Network Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Capacity Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

RMX Capacity Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Concurrent Connections Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

RealAccess Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Site Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Models Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

List Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

RealAccess Tutorial Library and Other Resources . . . . . . . . . . . . . . . . . . . . . . . 50

RealAccess Tutorial Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Other Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Terms Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Privacy Policy Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Support Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

About Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Polycom, Inc. 5

Introducing the RealAccess Portal

The Polycom

RealAccess

™

portal is a secure 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.

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.

Introducing the RealAccess Portal

Polycom, Inc. 6

Secure Monitoring and Management

Polycom

RealAccess

™

is a secure service delivery platform that automates management and monitoring

of your video collaboration solutions by providing real-time data to let you choose the services and

applications that are appropriate for your environment. The RealAccess portal:

● Helps reduce the workload of the IT organization

● Empowers end users

● Tracks performance and quality of service

● Assists evidence-based decision making

The following diagram shows the RealAccess architecture and overall functionality.

RealAccess Overview

The following diagram shows the RealAccess security features.

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)

Introducing the RealAccess Portal

Polycom, Inc. 7

RealAccess Security

RealAccess Deployment

The RealAccess is a Hosted (Cloud) deployment with the option of Fee-Based or Self-Service onboarding.

RealAccess Hosted Deployment

Hosted Deployment

The Hosted (Cloud) deployment simplifies the process of adding services, making them available when and

as needed. Reports gathered from data collected from the Polycom RealPresence Platform are

automatically uploaded to the Cloud-based RealAccess portal using a highly secure data extraction agent

installed on the customer’s premises.

Hosted Deployment

Description Full-featured edition

Configuration • DMZ

• NAT

Onboarding • Fee-Based (optional)

• Self-Service

 Download and install RealAccess Agent

 Configure system

 Configure users

Video Meeting Room (VMR)

Subscription

30 days

SSO Integration Fee-Based only

Number of Components One component to install:

• RealAccess Agent

Introducing the RealAccess Portal

Polycom, Inc. 8

Hosted Configurations

The Hosted (Cloud) deployment has two possible configurations:

● DMZ between two firewalls

● Network Address Translation (NAT) router

DMZ Configuration

RealAccess Agent-DMZ Configuration

NAT Configuration

RealAccess Agent-NAT Configuration

Introducing the RealAccess Portal

Polycom, Inc. 9

Hosted Architecture

RealAccess Hosted Architecture

Unsupportable Configurations

Polycom does not support two conditions that can negatively affect the RealAccess performance:

● Joining the Customer’s Domain: The solution does not support joining a customer domain. If the

customer joins the solution to a customer domain, Polycom is not responsible for supporting the end

result.

● Installing Antivirus Software: The solution does not support installing customer-provided antivirus

software. Customers who use antivirus software must install and configure it themselves. Polycom is

not responsible for supporting the end result.

Portal Dashboards

The three main dashboards in the RealAccess portal are:

● Analytics: endpoint inventory, solution performance, capacity, and asset utilization

● Administration: user authentication management, friendly names, notifications, and re-request CDR

data in the event of an outage

● Support: status components and connections and contact Polycom Support

No support for joining customer domain and installing antivirus software

Polycom will not support joining a customer domain and installing antivirus software.

Introducing the RealAccess Portal

Polycom, Inc. 10

Analytics

The Home page (also accessible through the Analytics link at the bottom of the page) displays information

about your endpoint inventory, solution performance, and asset utilization. The primary Analytics features

and resources that follow are available by clicking the links on the top navigation bar.

Analytics feature descriptions

Feature Description

Tutorial Library Video tutorials for using Polycom and industry-standard

endpoints:

• Group Series

• HDX

• Lync 2010

• Lync 2013

• RealPresence Desktop

• RealPresence Mobile

• Touch Control

The Tutorial Library requires a supported web browser with

Internet access. The Tutorial Library can be disabled if Internet

access is not available.

Asset Management Inventory of endpoint types and locations:

•Site:

manage your network from a location perspective

•Models: manage your network from an endpoint

perspective

•List: view or export a detailed list of your entire network

Utilization Usage details about your equipment and network:

• Summary: a quick look at how the system is being used:

number of calls, their duration, number of meetings

•Trends: identifies usage patterns and helps proactive device

management

•Monthly: equipment usage over the course of a year by month

•List View: equipment usage over the course of the year by

month in list format

• Endpoint Dashboard: information about specific endpoint

activity

• VMR Utilization: information about conferences (duration,

number of participants, and so on)

Performance Errors in your equipment or network

• Summary: system-wide error details and their origin

•Trends: overall error patterns that help proactive device

management

• Network Performance: highest number of calls impacted by

packet loss, the most impacted sites, and an overall network

score

Introducing the RealAccess Portal

Polycom, Inc. 11

Administration

The Admin link at the bottom of the Home page allows you to set up:

● Customer Domains: add domains to the system to allow users to sign up and login.

● CRON Jobs: schedule and manage schedule CDR lookups, MCU status requests, and inventory

downloads

● Users: create, edit and assign roles to users

● Notifications: alert users to data lookup failures or situations where usage is too high

● MCU Friendly Name: administer a more recognizable MCU name

● Site Friendly Name: administer a more recognizable site name

● Configuration: email origination address, system types to display in monthly graphs

● Re-Request: download CDR logs on demand for a specific time period for data recovery in an outage

To return to Analytics click Home at the upper-left of the page or Analytics at the bottom of the page.

Support

The Support link at the bottom of the Home page allows you to:

● Contact Polycom Support

● Status your RealAccess components and connections for troubleshooting

● Help with contacting Polycom support

● Video tutorials on RealAccess functionality

● Test All Connections within your video conferencing solution

To return to Analytics click Home at the upper-left of the page or Analytics at the bottom of the page.

Capacity Systems utilization reports:

• RMX Utilization: detailed hourly and daily MCU usage data:

 Percentage capacity

 Raw ports available

• Concurrent Connections: summarizes the number of

concurrent connections by system type over a specified time

period

Polycom, Inc. 12

Before You Begin

Before you deploy the RealAccess platform, ensure that you:

● Complete the Setup Worksheets

● Meet all requirements:

 Supported Environments

 RealPresence Platform Requirements

Complete the Setup Worksheets

This section provides worksheets that help you deploy Real Access.

Print the Setup Worksheets that follow and complete the fields in the My System Values column of each.

Then use the information in the worksheets to help you perform the installation and configuration

procedures that follow.

Before You Begin

Polycom, Inc. 13

RealAccess Hosted Data

RealAccess Hosted Onboarding Form

Setup Worksheet for RealAccess Onboarding Form > Requestor Information

Requestor

Information

Options

My System Values Description

Contact Information

First Name

Last Name

Company

Title

Cell Phone

Select Relation NEED LIST OF DROP-DOWN MENU OPTIONS

RealAccess Administrator Information

If this is the same as the Contact Information, check the “Same as contact information” box here and

on the form.



Same as contact information

Company

First Name

Last Name

Title

Cell Phone

Before You Begin

Polycom, Inc. 14

Account Information

Setup Worksheet for Account Information

Account

Information

Options My System Values Description

Customer Information

If this is the same as the Contact Information, check the “Same as contact information” box here and

on the form.



Same as contact information

Company

First Name

Last Name

Title

Cell Phone

Company

Polycom Representative Information

First Name

Last Name

Polycom RealPresence Platform Information

Primary DMA (or

RPOne) SN

Software

Release

Secondary DMA

Software

Release

Primary

Resource

Manager SN or

System Identifier

Software

Release

Before You Begin

Polycom, Inc. 15

Secondary

Resource

Manager SN or

System Identifier

Software

Release

Service Level

Setup Worksheet for Account Information (continued)

Account

Information

Options My System Values Description

Before You Begin

Polycom, Inc. 16

Create a New Configuration

Setup Worksheet for New Configuration

New

Configuration

Options

My System Values Description

RealAccess Agent Network Configuration

Internal IP

address

Subnet Mask

Default Gateway

DNS 1

DNS 2

RealAccess DMA Information

IP Address

Username

Password

RealAccess Resource Manager Information

IP Address

Username

Password

Before You Begin

Polycom, Inc. 17

Install the Software

For more information on RealPresence Platform requirements, see the Polycom RealAccess Release

Notes.

Supported Environments

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

Setup Worksheet for Install the Software (Hosted)

Software

Installation

Options

My System Values Description

Virtual Machine Environment Information

VMware (ESXi)

details:

Name and

Location

Host/Cluster

Storage

Destination

Provisioning

Policy (Disk

Format

window)

Hyper-V details:

Name and

Location

Network

Adapter

(Configure

Networking >

Connection)

Before You Begin

Polycom, Inc. 18

RealAccess supported environments (RealPresence DMA)

Before You Begin

Polycom, Inc. 19

RealAccess supported environments (RealPresence Resource Manager)

Before You Begin

Polycom, Inc. 20

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. RealAccess uses a data extraction software Agent to provide detailed information about your

RealPresence Platform.

● Server Requirements

● Browser Requirements

Ensure that the network’s communication parameters meet the Ports and Protocols for Successful Network

Traversal requirements.

Server Requirements

The RealAccess Agent is an instance operating as a virtual machine. The instance must be installed on a

server that meets the minimum requirements in the supported virtual environments:

● VMware

● KVM

● Xen

● Hyper-V

VMware

RealAccess Portal Agent Minimum Server Requirements per VM Instance

Component Description

CPU Each instance must be hosted on a physical CPU with the following

clock-speed characteristics:

· ≥2.0 GHz (Intel Xeon E5 Series or better CPU)

· ≥2.5 GHz (Intel Xeon 5500 Series or better CPU)

Each instance must also support 64-bit installation.

Virtual cores Each instance must have two virtual cores.

RAM 4 GB

Accessible storage 50 GB

.ova file Latest RealAccess Agent .ova file downloaded to your local

machine.

One or more ESXi hosts Must be v5.0 or better and support 64-bit VM installations.

Using a vSphere client, you must be able to access and administer

VMware ESXi hosts either directly or via a vCenter host controller.

VMware vSphere vCenter

controller

Using a vSphere client, you must be able to access and administer

VMware ESXi hosts either directly or via a vCenter host controller.

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Poly RealAccess Service Deployment Guide

Poly RealAccess Service Deployment Guide

Poly RealAccess Service Deployment Guide

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