1.3 | September 2015 | 3725-10306-001D
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
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of Polycom.
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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.
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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
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Polycom Support Visit the Polycom Support Center for End User License Agreements, software downloads,
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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
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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.
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Before You Begin
This resource gets you started with Polycom
®
RealAccess
™
, a secure, cloud-based service delivery
platform for automating the management and monitoring of your collaboration solutions, which helps end
users be more self-sufficient.
What is Polycom RealAccess?
The RealAccess service delivery platform gives you actionable information for complex business processes
associated with your collaboration solutions.
Its flexibility lets you choose the services and applications that are appropriate for your environment. The
cloud delivery model simplifies the process of adding services, making them available when and as needed.
RealAccess helps you reduce the workload of the IT organization, empower end users, track performance
and quality of service, and provide evidence-based decision making for future expansions.
With RealAccess, not only do customers and partners benefit, Polycom is also able to improve its service
offerings.
● Customers receive new insight into their video-conferencing analytics and investments for increased
effectiveness in collaboration and decision making.
● Partners receive more clarity around customer needs while leveraging Polycom resources, helping
create offers and services that increase revenue, profitability, and customer satisfaction.
● Polycom has a broad set of customer and partner data that will optimize its solutions and delivery
process, leading to increased value and effectiveness of its services portfolio.
Asset Management and Comprehensive 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
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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
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personnel and participate in developer and support forums to find the latest information on hardware,
software, and partner solutions topics.
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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
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The Assets | Site View page helps you answer location-based questions about your network, such as the
following:
What is the most commonly used endpoint in my office?
To find out which type of endpoint gets used the most at a specific location, refer to the following instructions.
To view the most active type of endpoint at a location:
1 Go to Assets > Site.
This takes you to the Assets | Site View page.
2 In the Count of <Active or Inactive> systems menu, select Active (this should be the default
selection).
3 In the systems by site menu, select the location that you want to analyze.
All of the relevant menus and corresponding data on this page change to reflect your selection.
4 In the Active in <Site> by type menu, you can see the most active type of endpoint at a location.
The previous figure shows that Room is the most common type of endpoint at that site. The <Active
or Inactive> <Endpoint> in <Site> menu provides even more detail, revealing that Group Series
500 is the most commonly used endpoint system in those rooms.
What is the most common software release that my Polycom RealPresence Group
Series systems are running?
To find out which software releases your endpoints are running, refer to the following instructions.
To view which software releases your endpoints are running:
1 Go to Assets > Site.
This takes you to the Assets | Site View page.
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
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The Assets | Model View page helps you answer endpoint-related questions about your network, such as
the following:
What has been deployed more: Polycom RealPresence Desktop for Windows
®
or
RealPresence for Mac
®
?
To find out how many deployments of an endpoint are in your network, refer to the following instructions.
To see the number of deployments for an endpoint:
1 Go to Assets > Models.
This takes you to the Assets | Model View page.
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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