Poly RealAccess Service Quick start guide

Brand: Poly

Model: RealAccess Service

Category: Software

Type: Quick start guide

1.3 | September 2015 | 3725-10306-001D

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

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, 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

[email protected].

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your opinions and comments to [email protected].

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

RealAccess Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Site Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Models Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

List Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

RealAccess Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Utilization Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Trends Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Monthly Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

List View Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Performance Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Trends Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Capacity Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

RMX Utilization Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

RealAccess Tutorial Library and Other Resources . . . . . . . . . . . . . . . . . . . . . . . 28

Other Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Contents

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Terms Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Privacy Policy Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Support Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

About Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

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

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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

RealAccess Asset Management

RealAccess Asset Management (located on the Assets tab) has the following pages to help you manage

your network’s endpoints.

Site Page

This 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

RealAccess Asset Management

Polycom, Inc. 16

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.

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, 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.

RealAccess Asset Management

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Models Page

This 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.

RealAccess Asset Management

Polycom, Inc. 18

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

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.

2 In the Count of <Active or Inactive> systems menu, select Active (this should be the default

selection).

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 Page

View 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

RealAccess Analytics (located on the Utilization, Performance, and Capacity tabs) help you understand

how your collaboration solutions are utilized and performing.

Utilization Tab

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

Summary Page

Get 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

RealAccess Analytics

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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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Poly RealAccess Service Quick start guide

Brand: Poly

Model: RealAccess Service

Category: Software

Type: Quick start guide

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Poly RealAccess Service Quick start guide

Poly RealAccess Service Quick start guide

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