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Chapter 7 - Diagnostics and General Troubleshooting

7 - 7

Reset

Diagnostic Tool

In the system’s user interface

In the V500 web interface

Reset System

Cycles power to the system.

When you reset the system using the
remote control, the system’s user interface
allows you to:

•

Keep your system settings (such as
system name and network
configuration) or restore factory
settings.

•

Keep or delete the directory stored on
the system.

On the Diagnostics screen,
select Reset System.

Enter the system’s serial
number.

If you wish to restore the
original factory settings, select
Delete System Settings.

This deletes the
administrator’s password,
CDR, and CDR archive along
with the other system settings.
You may wish to download the
CDR and CDR archive before
you reset the system. See

Call

Detail Report on page 6-6

. If

you delete system settings,
the setup wizard will lead you
through the initial
configuration after the system
restarts.

If you wish to remove the
directory, select Delete
Directory Entries.

This only deletes the system’s
local directory. System reset
does not affect the Global
Directory.

Select Reset System.

Select Diagnostics > Reset
System.

Click the Reset System icon.

Summary of Contents for Audio and Video

Page 1: ...VideoVoiceDataWeb Connect Any Way You Want Administrator s Guide for the V500 System December 2004 Edition 3725 21743 003 B V500 Version 7 5 ...

Page 2: ...e reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of Polycom Inc Under the law reproducing includes translating into another language or format As between the parties Polycom Inc retains title to and ownership of all proprietary rights with respect to the software contained within its products The software is pro...

Page 3: ...escribes how to set up the hardware Getting Started Guide for the V500 System which describes how to perform video conferencing tasks Setup Sheets which describe how to install optional hardware Release Notes For support or service please contact your Polycom distributor or go to Polycom Support at www polycom com support Polycom recommends that you record the serial number and option key of your ...

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Page 5: ...r 3 Configuring Network Use Using the Setup Wizard 3 2 Establishing an Administrator Password 3 2 Running the Setup Wizard 3 2 Configuring Your IP Connection 3 3 Configuring LAN Properties 3 3 Setting Up Your IP Network Connection 3 5 Calling Within an Intranet 3 5 Calling Through a Cable or DSL Modem 3 6 Calling Through a Network Router 3 6 Calling Through a Router Using a DMZ 3 12 Configuring IP...

Page 6: ...ing the Call Answering Mode 4 14 Enabling AES Encryption 4 14 Setting Passwords and Security Options 4 15 Setting Date Time and Location 4 16 Customizing the Workspace Appearance 4 17 Designing the Home Screen 4 18 Adding Sites to the Home Screen 4 20 Adding On screen Instructions 4 20 Using Marquee Text 4 20 Using Screen Saver Text 4 21 Changing System Appearance 4 21 Setting Ring Tones and Alert...

Page 7: ... 9 Chapter 7 Diagnostics and General Troubleshooting Sending a Message 7 2 System Screens Quick Reference 7 2 Diagnostic Screens 7 3 General Troubleshooting 7 8 Power and Start up 7 8 Remote Control 7 9 Access to Screens and System 7 9 Calling 7 11 Display 7 13 Audio 7 15 Error Indications 7 17 System Lights 7 18 Network Interface Lights 7 18 How to Contact Technical Support 7 19 By Telephone 7 19...

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Page 9: ...al tools your home or small business needs for video conferencing over broadband networks When you use a V500 system for meetings you can exchange ideas and share documents with people anywhere in the world as if they were all in the room with you Everyone s productivity increases without any travel required What s in this Chapter Page Key Features 1 2 Standard System Components 1 4 Optional Syste...

Page 10: ...ntent display Install the optional People Content IP feature on your PC or laptop and then use the V500 system to show content such as spreadsheets and video clips to other sites in the video conference Split screen viewing Use Dual Monitor Emulation split screen viewing to see more even when you only have room for one monitor Language independence Use the V500 system user interface remote control...

Page 11: ...lls over your ISDN telephone lines Easy configuration wizard The system setup wizard detects your network connections and guides you through configuring the system to work on an IP network or ISDN Fully broadband capable The standards compliant V500 system works with any other H 323 system Auto sensing power supply The system automatically adjusts for line voltages from 90 to 260 V and line freque...

Page 12: ...conditions Standard System Components This section describes the standard components that come with the V500 system Two models of the V500 system are available IP only and IP with ISDN Name Component Description V500 system The V500 system delivers high quality face to face video communication in a sleek package that includes the camera and microphone Remote control The remote control is designed ...

Page 13: ...terface Connect to ISDN with your V500 system Headphone Listen privately by adding your own headphone using the 3 5 mm stereo mini jack For more information about ordering these options please contact your Polycom distributor Power supply The power supply connects power to the system Documentation Read Me First Setting Up the V500 System V500 system documentation CD Name Component Description ...

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Page 15: ...p document that was provided with your system For optional components refer to the setup sheet that was shipped with the component What s in this Chapter Page Positioning the System 2 2 Connecting the Monitor 2 2 Connecting the System to the Network 2 3 Connecting Headphones 2 4 Installing Batteries in the Remote Control 2 5 Connecting Power 2 5 ...

Page 16: ... meters away from the people in the call Connecting the Monitor You must connect a television monitor to the V500 system This may be an NTSC or PAL monitor depending on your system To connect a monitor to the system 1 Connect the monitor to the S video or composite video outputs on the back of the V500 system You must use the same type of connector on the monitor as on the system For example if yo...

Page 17: ... physically connect the system to the LAN or to ISDN if you purchased the optional BRI network interface However before you can use the LAN or any networking capabilities you must configure your system for network use Follow the steps in the remaining sections of this chapter to finish physically connecting your system Then proceed on to the next chapter Configuring Network Use to get information ...

Page 18: ...tem s BRI network interface requires To install the BRI network interface 1 Make sure the system is powered off 2 Connect the BRI cable from the BRI connector on the back of the system to ISDN or to your NT 1 device as appropriate 3 If you are using an NT 1 device connect it to the ISDN Connecting Headphones You can connect optional headphones to the V500 system to listen to your calls privately T...

Page 19: ...on the remote control Connecting Power The V500 system has an external power supply Do not use a power supply other than the one supplied with your V500 system Using the wrong power supply will void the warranty and may damage your system To connect power and power on the system 1 Connect the power supply to the power connector on the back of the system 2 Connect the power cord to the power supply...

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Page 21: ...you need to take to prepare your particular network for video calling It also describes the various IP and ISDN settings and which of these you may need to change for your network environment For example if you have a gatekeeper and gateway this chapter describes how to configure those Once you have done this you can set your call preferences and if you choose set up your system to use the global ...

Page 22: ...is the system s serial number If you change the password make sure you remember it If you forget the password you will have to reset the system delete the system files and run the setup wizard again in order to access the Admin Settings and reset the password You cannot set the administrator password from a remote location Note that if you establish an administrator s password during the setup wiz...

Page 23: ...provide you with one of these IP addresses Static IP address This address is reserved for your system and will not change When you configure the LAN properties of the system choose the Enter IP Address Manually option Your ISP should also provide you with the DNS server address default gateway address subnet mask and WINS server IP address Dynamic IP address This address is obtained from your ISP ...

Page 24: ...ly enter the IP address here Domain Name Displays the domain name currently assigned to the system if the system is a member of a corporate domain If the system does not automatically obtain a domain name enter one here if needed for your corporate network DNS Servers Displays the DNS servers currently assigned to the system If the system does not automatically obtain a DNS server address enter up...

Page 25: ...ork Router on page 3 6 If your V500 system is set up in a Demilitarized Zone DMZ refer to Calling Through a Router Using a DMZ on page 3 12 Calling Within an Intranet An intranet is a private network within a company or organization Calls within an intranet don t access the Internet so security isn t an issue Even if your company has a firewall intranet calls remain within the firewall so you can ...

Page 26: ...tentially vulnerable to unauthorized access Visit the Polycom Security Center at www polycom com for timely security information You can also register to receive periodic email updates and advisories If your V500 system is directly connected to a cable or DSL modem you don t need to perform any additional network configuration to use your V500 Simply go on to the next section Configuring IP Networ...

Page 27: ... Configuring Router Port Forwarding To make video calls with your V500 system when you have a router you must open and assign ports in the firewall This section describes how to do that with the most common routers from NetGear Linksys and D Link Most other routers require similar procedures Before you can change your router configuration you must know The IP address of your router which you can f...

Page 28: ...stom Services page enter this information for the first port you need to open such as port 1720 NetGear routers automatically pass TCP and UDP traffic through the same port You do not have to designate TCP or UDP when you open ports 6 Click Apply 7 Repeat Steps 4 through 6 of this procedure for the remaining ports that you need to open For the list of ports that you need to open refer to the table...

Page 29: ... to open such as port 1720 5 Repeat Step 4 of this procedure for the remaining ports that you need to open For the list of ports that you need to open refer to the table on page 3 7 6 When you have opened and assigned all of the ports listed in the table on page 3 7 review the Port Range Forwarding list Check that all the ports are correct enabled and assigned to the correct IP internal Address Se...

Page 30: ... the Firewall page enter this information for the first port you need to open such as port 1720 6 When you have opened and assigned all of the ports listed in the table on page 3 7 review the Firewall Rules list Check that all the ports are correct enabled and assigned to the correct IP internal Address Setting Description Enabled Click this radio button Name Any unique identifier for example you ...

Page 31: ...ts H 323 compatibility To set up the V500 system to work with a firewall and NAT 1 Go to System Admin Settings Network IP Firewall 2 Configure these settings Setting Description Fixed Ports Specify whether to define the TCP and UDP ports If you select Fixed Ports the V500 system will restrict its port usage to the range of TCP and UDP ports you specify The system defaults to a range beginning with...

Page 32: ...WAN Address automatically If the system is behind a NAT that allows HTTP traffic select Auto The system will attempt to automatically discover the NAT Public WAN Address If the system is behind a NAT that does not allow HTTP traffic or if Auto fails to discover the NAT Public WAN address select Manual If the system is not behind a NAT select Off If the system is behind a firewalled NAT router that...

Page 33: ...rform these steps refer to the documentation that came with your router Configuring IP Network Support After you have configured LAN properties and set up your IP network connection you may need to configure IP network support depending on your network setup The only setting that you must set for making IP video calls is Enable IP H 323 on the H 323 Settings screen Settings for gateways gatekeeper...

Page 34: ...ace point to point calls using the extension if both systems are registered with a gatekeeper The default H 323 Extension is based on the system serial number but you can change it Your dial plan may define the extensions you can use Setting Description Use Gatekeeper Select one of the following but keep in mind that gateways and gatekeepers are required for calls between ISDN and IP networks Off ...

Page 35: ...Description Country Code Enter the country code for the system s location Area Code Enter the area or city code for the system s location Number Enter the gateway s number H 323 Extension E 164 You can place point to point calls using the extension if both systems are registered with a gatekeeper The default H 323 Extension is based on the system serial number but you can change it Your dial plan ...

Page 36: ...ch protocol you should choose For example if your V500 system is operating in a Microsoft Live Communication Server LCS SIP network choose TCP If your V500 system is operating in a Nortel Multimedia Communication Server MCS SIP network choose UDP Password Enter the password that authenticates the system to the Registrar Server User Name Enter the system s SIP name or leave this field blank if you ...

Page 37: ...IP packets sent to the system The value which you enter in the Type of Service Value field can be between 0 and 5 DiffServ Lets you specify a priority level between 0 and 63 Enter the value in the Type of Service Value field Type of Service Value Specify the IP Precedence or Diffserv value for Video Audio and Far Site Camera Control Enable PVEC Check this if you want the system to use PVEC Polycom...

Page 38: ...rmation you need to get your network ready such as worksheets that will help you order ISDN Note that this document may not pertain to all countries 2 Obtain this information from your ISDN service provider ISDN address SPIDs in North America only ISDN switch protocols Configuring the ISDN Network Interface To configure the ISDN network interface settings 1 Go to System Admin Settings Network ISDN...

Page 39: ...e ISDN numbers you entered are correct If you do not have the SPIDs from your service provider you can click Start to Auto Detect SPIDs ISDN Voice Algorithm Enter which voice algorithm Alaw or uLaw you want to use for ISDN voice calls Do not change this setting unless you experience audio issues in all ISDN voice calls Auto BRI Configuration Check this to allow the NI 1 switch to automatically con...

Page 40: ... Go to System Admin Settings Network Call Preference 2 Configure these settings 3 If you have the ISDN option select to go to the Network Dialing screen and specify the dialing order preference between IP and ISDN Setting Description Enable H 329 Check this to specify standards based People Content data collaboration Note Not all H 323 devices recognize this new standard You can try disabling this...

Page 41: ...eeds on a call by call basis Setting Description Preferred Speed for Placing Calls Enter the speed that will be used for calls placed from this system in either of these cases When Call Quality is set to Auto on the home screen and Directory screen When the Call Quality option is not available for users If the far site system does not support the speed you select the system automatically negotiate...

Page 42: ...o configure the Directory Server settings 1 Go to System Admin Settings Global Services Directory Servers 2 Configure these settings Setting Description Global Directory GDS Specifies the IP address or DNS address of the Global Directory Server You can enter up to five addresses Register Registers this system with the Global Directory Server Password Lets you enter the Global Directory password if...

Page 43: ... system you can use one of the sample numbers in the directory to test your setup To place a test call 1 On the Place a Call screen select Directory 2 Select Category 3 Select Sample Sites and highlight a location 4 Press Call on the remote control You can also find a list of worldwide numbers that you can use to test your V500 system at www polycom com videotest Setting Description Always Dial Ar...

Page 44: ...an make calls but not receive them make sure that your system is configured with the correct number Checking System Status The System Status screen provides detailed information about system settings IP and ISDN connections time server connections and other information that is important to the functioning of the system For an explanation of any of the status items select the item and press on the ...

Page 45: ...he Internet 1 Before you begin read the Release Notes available at the Polycom Resource Center at www polycom com for information about the latest software version 2 Find your product page at the Polycom Product Resource Center and download the V500 software update file in zip format 3 Double click the software zip file to extract the file 4 Double click Softupdate exe to run the update program Do...

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Page 47: ...em behaviors When you set up the system for the first time the system is configured with the most commonly used settings If you need to change any of these initial settings you can adjust the screen settings as described in this chapter If you established an administrator s password during the initial configuration you must enter it each time you change advanced settings What s in this Chapter Pag...

Page 48: ...using the V500 web interface To set or change the Admin Password 1 Go to System Admin Settings General Settings Security 2 Enter or change the password To maintain this security level You can allow users to High Kiosk mode Call only the numbers you specify on the home screen See Using the System for Specialized Applications on page 4 5 and Designing the Home Screen on page 4 18 Medium Place calls ...

Page 49: ...ew Admin Password when you set up the system Screens that Require the Admin Password for Access The following diagram shows top level system screens All screens within Admin Settings require the administrator s password Admin Settings Diagnostics System Information Utilities System Settings HomeScreen Settings Security Location General Settings Network LAN Properties Audio Camera Monitor Global Se...

Page 50: ...ettings General Settings Security 2 Check the Allow Access to User Settings option to make the User Settings button available to users on the System screen User Settings contains the following options Backlight Compensation Camera Brightness Meeting Password Auto Answer Point to Point Mute Auto Answer Calls PIP Keypad Audio Confirmation Color Scheme Far Site Name Display Time Dual Monitor Emulatio...

Page 51: ...em Settings Directory and clear this option Using the System for Specialized Applications You can customize the system to show only a specific set of numbers to call This mode also known as kiosk mode can be used for specialized applications such as customer query stations or systems used for calling the same numbers on a regular basis Kiosk mode requires little or no training and instructions can...

Page 52: ... appears darker than the background Camera Brightness Specifies how much light is let into the camera s iris A low number allows in less light a high number allows in more light Power Frequency Synchronizes the screen display with the local electrical power frequency in order to eliminate video flicker Typically the default setting is correct for your system and location However if your system exp...

Page 53: ...he setting that stretches the picture uniformly without clipping the edges Use this setting Not this setting PIP Specifies PIP Picture in Picture behavior On The PIP window stays on for the duration of the call Off The PIP window is not displayed during the call Auto The PIP window is displayed when a user picks up the remote Note PIP settings are also available in the User Settings screen Users c...

Page 54: ...are displayed in Dual Monitor Emulation mode Using Dual Monitor Emulation With Dual Monitor Emulation you see both near and far sites on one TV monitor in two different views During presentations you see content and the near and far sites Setting Up On the monitor s setup menu select the full screen setting that stretches the picture uniformly without clipping On the TV Monitor screen 1 If you are...

Page 55: ... screen press the Near button on the remote control to stop the Color Bars test and show video of the room 5 If the color appears natural you do not need to make further adjustments If the color still needs adjustment use the monitor s controls to make small adjustments until the picture appears natural Displaying Content with People Content IP People Content IP is an optional software application...

Page 56: ...tion about purchasing the People Content IP option please contact your Polycom distributor To enable People Content IP on a V500 system 1 On a computer open a web browser and go to the Polycom Resource Cneter Video Downloads page at http extranet polycom com 2 Enter the license number you received when you purchased the People Content IP option 3 Enter the serial number of the V500 system onto whi...

Page 57: ...gs Setting Description Master Audio Volume Sets the volume level for audio from the far site Sound Effects Volume Sets the volume level of the ring tone and user alert tones Incoming Video Call Specifies the ring tone used for incoming calls User Alert Tones Specifies the tone used for user alerts Bass Sets the volume level for the lower frequencies without changing the master audio volume Treble ...

Page 58: ...em Settings Call Settings 2 Configure these settings Setting Description Maximum Time in Call Enter the maximum number of minutes allowed for call length When that time has expired you see a message asking you if you want to hang up or stay in the call If you do not answer within one minute the call automatically disconnects If you choose to stay in the call at this time you will not be prompted a...

Page 59: ...Recent Calls screen lists the site number or name the date and time and whether the call was incoming or outgoing Note If the Call Detail Report option is not selected the Recent Calls option is not available Far Site Name Display Time Specifies the time period the far site name appears on screen when calls first connect Setting Description Keypad Audio Confirmation Specifies whether to play a voi...

Page 60: ...y answering calls is convenient but keep in mind that an unexpected caller could interrupt you or see and hear you without your knowledge If you still want to automatically answer calls but you want to prevent incoming callers from seeing and hearing you you can choose to mute all automatically answered calls and make sure your lens cover is closed Enabling AES Encryption AES encryption is a stand...

Page 61: ...r the User Settings screen is accessible to users via the System screen Uncheck this option if you do not want users to change environmental settings AES Encryption Specifies whether to encrypt calls with other sites that support AES encryption Enable Remote Access Specifies whether to allow remote access to the system by FTP Web Telnet SNMP You may select any of these or any combination of them N...

Page 62: ...area code is required to place ISDN calls in the specified country ISDN International Access Specifies the international code required for placing ISDN calls from the system location to another country Room Telephone Number Indicates the telephone number of the room where the system is located Setting Description Date Format and Time Format Specifies your format preference for the date and time di...

Page 63: ...lly For example by customizing the home screen into kiosk mode anyone who uses the system only has to select a site and press the Call button on the remote control to place a call Use the following sections to configure the general appearance of the system Designing the Home screen Adding Sites to the Home screen Adding On screen Instructions Changing Color Schemes Setting Ring Tones and Alert Ton...

Page 64: ... and System Information Speed Dial list of frequently called sites New Users Provide more options but keep it simple Dialing entry field Directory numbers Recent Calls Infrequent Users Kiosk Mode Provide a simple workspace so no training is needed Let users make calls to pre defined numbers with one button click Include instructions on screen Use the marquee to add instructions Include a short lis...

Page 65: ...Directory Allows users to access the directory System Allows users to access the System screen which includes User Settings Diagnostics and System Information Setting Description System Name Specifies whether to display the name of the system on the home screen above the PIP window IP or ISDN Information Specifies whether to display the system s IP address ISDN number or both on the home screen Lo...

Page 66: ...t three times to access the Sites screen 3 Select Add and choose the sites to add from the directory 4 Select either Speed Dial or Contacts as the name you want to appear on the button Adding On screen Instructions Using Marquee Text You can create marquee text to display in the dialing entry field on the home screen You can create context specific instructions or if the home screen has Site butto...

Page 67: ...ter the system s IP address for example http 255 255 255 255 to go to the V500 web interface 3 Enter your user name and the password if a password has been established 4 Click System Setup Utilities Screen Saver and enter Text Appears as scrolling text when the system is in sleep mode You can use this scrolling text to provide instructions or next steps for users of the system Logo Text Appears un...

Page 68: ... to incoming calls even if the TV monitor connected to the system is powered off Configuring Closed Captioning You can provide real time text transcriptions or language translations of the video conference by displaying closed captions on your system When you provide captions for a conference the captioner uses a web browser to listen to the conference audio and enter the caption text in the syste...

Page 69: ... alphabet The captioner can enter caption text in one of these ways In the room or remotely using the V500 web interface In the room or remotely using a Telnet session Providing Captions Via the V500 Web Interface Closed captioners can provide captions from inside the conference room or from a remote location by entering the captions directly into the V500 web interface as shown in the diagram bel...

Page 70: ...s can provide captions from inside the conference room or from a remote location by entering captions via a Telnet session as shown in the diagram below To supply closed captions for a conference using a Telnet session 1 On a PC open a command line interface 2 Start a Telnet session using the V500 system IP address and port 24 for example telnet 255 255 255 24 3 Enter the command cc to start capti...

Page 71: ...rted Guide This guide is for all users from beginners to the more experienced It covers meeting basics different ways to place calls how to use the remote control and how to deliver presentations It is included on the V500 system documentation CD and is also available on the web Screen Help The home and Directory screens have context specific help Users can press Help on the remote control to acce...

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Page 73: ... of management tool depends on your network environment V500 web interface requires only a web browser to control the system Polycom Global Management System requires the Global Management System application to be installed on your network SNMP requires network management software on your network management station What s in this Chapter Page Using the V500 Web Interface 5 2 Configuring Global Ser...

Page 74: ...owser 2 Configure these settings Allow cookies Enabled Force pages to reload on every visit to a page Enabled To access the system using the V500 web interface 1 On a PC open a web browser 2 In the browser address line enter the system s IP address for example http 255 255 255 255 to go to the V500 web interface 3 Enter admin as the user name and the password if a password has been established You...

Page 75: ...y an administrator To enable room monitoring 1 Go to System Admin Settings General Settings Security 2 Select Allow Video Display on Web to allow the room to be viewed remotely To view a room 1 On a PC open a web browser 2 In the browser address line enter the system s IP address for example http 255 255 255 255 to go to the V500 web interface 3 Go to System Setup Utilities Web Director 4 Perform ...

Page 76: ...an be done quickly and easily The following settings are included in a profile Home Screen settings User access levels Icon selections Option keys System behaviors Polycom recommends using profiles as a way to back up system settings Attempting to edit a stored profile or upload it to a different system can result in unexpected problems To store a profile 1 In the V500 web interface go to System S...

Page 77: ... save them to your PC and then distribute them to other systems Only local directories can be downloaded The directory file is in csv format To download a V500 system directory to your PC 1 In the V500 web interface go to System Setup Utilities Import Directory 2 Click V500 PC to download the csv file from the V500 system 3 Save the file to a location on your PC To upload V500 system directory ent...

Page 78: ... only be changed by the Global Management System Administrator To view the management servers list Go to System Admin Settings Global Services Management Servers Requiring an Account Number for Calls If your system is set up for use with the Global Management System the system can prompt you to enter an account number before placing a call The account number is added to the Global Management Syste...

Page 79: ...rmation If your system is managed by the Global Management System you can configure the V500 system so that you can request help from the Global Management System administrator To add information for the Global Management System administrator 1 Go to System Admin Settings Global Services My Information 2 Enter the contact information for the Global Management System administrator for technical sup...

Page 80: ...ing message Tech Support has been alerted You can also call this number for assistance The message displays the telephone number you entered for Tech Support on the My Information screen The Global Management System administrator opens the alert message containing your telephone number Global Management System sends a message to your V500 system The Global Management System administrator calls you...

Page 81: ...a busy line A user requests help A telephone or video call connects or disconnects Downloading MIBs In order to allow your SNMP management console application to resolve SNMP traps and display text descriptions for those traps you need to install Polycom MIBs on the computer you intend to use as your network management station The MIBs are available for download from the V500 web interface To down...

Page 82: ... 2 Configure these settings Setting Description Enable SNMP Allows administrators to manage the system remotely using SNMP Community Specifies the SNMP management community in which you want to enable this system The default community is public Contact Name Specifies the name of the person responsible for remote management of this system Location Name Specifies the location of the system System De...

Page 83: ...tem provides various screens that allow you to review information about calls made by the system and to review network usage and performance What s in this Chapter Page Call Summary 6 2 Call Statistics 6 3 Call Status 6 4 Recent Calls 6 6 Call Detail Report 6 6 ...

Page 84: ...m including Duration of the last call Total number of calls placed and received Number total time and percentage of IP calls Number total time and percentage of ISDN calls To view the Call Summary screen Go to System Diagnostics Call Statistics and then select three times You can view Call Statistics and Call Summary during a call by pressing Help on the remote control ...

Page 85: ...nd format in use transmit and receive The video protocol is shown in green if the system is currently using error concealment Audio protocol in use transmit and receive Number of packets lost and percentage packet loss transmit and receive in IP calls Encryption type key exchange algorithm type and key exchange check code if the encryption option is enabled and the call is encrypted Far site detai...

Page 86: ...een provide details for each line When you place a call you ll see the status change as the call connects To view the Call Status screen Go to System Diagnostics Call Statistics You can highlight the spheres on this screen to see the number dialed the relevant status code and details of any errors You can view Call Status during a call by pressing Help on the remote control ...

Page 87: ...t including the Recent Calls list on the home screen see Designing the Home Screen on page 4 18 To view the Recent Calls screen Go to System Admin Settings Network Recent Calls You can see more detail about any call by highlighting an entry and pressing Help on the remote control Information includes the far site s number and name and the type speed bandwidth and duration of the call You can call ...

Page 88: ...Disturb was enabled details will not be included in the CDR To view and download the CDR via the V500 web interface 1 On a PC open a web browser 2 In the browser address line enter the system s IP address for example http 255 255 255 255 to go to the V500 web interface 3 Enter admin as the user name and the admin password if a password has been established 4 Click System Setup Utilities Call Detai...

Page 89: ...rer The name of the system manufacturer model and software version if they can be determined Call Direction In For calls received Out For calls placed from the system Conference ID A number given to each conference Call ID Identifies individual calls within the same conference Total H 320 Channels Used The total number of ISDN B channels used in the call Endpoint Alias The alias of the far site En...

Page 90: ...were lost during an H 323 call Average Packets Lost Rx The number of packets from the far site that were lost during an H 323 call Average Latency Tx The average latency of packets transmitted during an H 323 call based on round trip delay calculated from sample tests done once per minute Average Latency Rx The average latency of packets received during an H 323 call based on round trip delay calc...

Page 91: ...reates a new CDR file If an archive is already present the new archive overwrites it Each CDR starts with Row 1 but the conference numbers continue from the file most recently archived Conference numbering restarts at 1 after the system assigns conference number 100 000 To get an archived CDR 1 From your computer open an FTP client 2 FTP into the V500 system 3 Enter this FTP command GET localcdr_a...

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Page 93: ...e Diagnostic tools are available via the system itself and the V500 web interface To connect to the V500 web interface enter your system s IP address in a web browser and browse to the required diagnostic tool What s in this Chapter Page Sending a Message 7 2 System Screens Quick Reference 7 2 Diagnostic Screens 7 3 General Troubleshooting 7 8 How to Contact Technical Support 7 19 ...

Page 94: ... message is displayed for 15 seconds on the screen of the system System Screens Quick Reference These screens allow you to view information about the system configure the system and diagnose performance issues if they arise They are available on the system and through the V500 web interface To view information about the system go to the home screen and select System Then choose the type of informa...

Page 95: ...tics The following diagnostic screens and tools are available Call Status Tools Diagnostic Tool In the system s user interface In the V500 web interface System Status screen Displays system status information including auto answer point to point remote control battery time server Global Directories IP network gatekeeper UPnP and ISDN BRI line On the Diagnostics screen select System Status Select D...

Page 96: ...Diagnostics Call Statistics 2 Select twice For more information about this screen see Call Status on page 6 4 Call Statistics screen Displays call speed audio and video protocols annexes and error count for the call in progress 1 On the Diagnostics screen select Call Statistics 2 Select to go to the Call Statistics screen Select Diagnostics Call Statistics For more information about this screen se...

Page 97: ...splays a message indicating that the IP address under test is available 1 Select Diagnostics Network PING 2 Enter the IP address that you wish to test 3 Click the PING icon If the test is successful the system displays a message indicating that the IP address under test is available Trace Route test Tests the routing path between the local system and the IP address entered 1 On the Diagnostics scr...

Page 98: ...con again to stop the test The people at the site you are testing will hear the tone but you will not You can send a message to tell them how to notify you when they hear the speaker test Speaker test Tests the audio cable connections A 400 Hz audio tone indicates that the local audio connections are correct 1 On the Diagnostics screen select Audio Speaker Test 2 Select the Speaker Test icon 3 Pre...

Page 99: ...ystem s serial number 3 If you wish to restore the original factory settings select Delete System Settings This deletes the administrator s password CDR and CDR archive along with the other system settings You may wish to download the CDR and CDR archive before you reset the system See Call Detail Report on page 6 6 If you delete system settings the setup wizard will lead you through the initial c...

Page 100: ...s power cords are seated securely The power outlet is not active or the system s power supply is not operating properly Check the power outlet by unplugging the system and plugging in a lamp radio or other small appliance If it does not operate the outlet is not active connect the system to a different outlet If the outlet is active the problem is in the system s power supply In this case call Pol...

Page 101: ...cord is not plugged in Connect the monitor s power cord and then power on the monitor The monitor is powered off Power on the monitor The monitor is not connected correctly to the system Verify that the monitor is connected correctly according to the installation procedures in Connecting the Monitor on page 2 2 Symptom Problem Corrective action Cannot navigate to Admin screens System button is not...

Page 102: ... cable is good Replace the appropriate LAN cable DHCP Client is on and no DHCP server is available Contact your network service provider There is a firewall between your PC and your system Consult your network service provider Your PC is on a different subnet and there is a router between you and your system Place your PC and system on the same subnet If this corrects the problem check your router...

Page 103: ... ISDN numbers with your service provider The ISDN line is provisioned incorrectly by the ISDN service provider Check that your ISDN line is provisioned for Voice Data The V500 web interface is in an unknown state Power off the system wait five seconds and power on the system The BRI network interface is directly connected to a U interface Install an NT 1 device between your network interface modul...

Page 104: ... message stating that encryption is required Your system is configured to require all calls to be encrypted and encryption is not available at the far site Cannot dial remote system in bonding calls The call progress circles only show blue or yellow Switch protocol issue Start by calling the far site at 1x56 and progressively try higher speeds as appropriate This will verify the primary number Bei...

Page 105: ...l Pick up the remote control to wake up the system The TV monitor screen remains blank when you pick up the remote control The monitor s power cord is not plugged in Connect the monitor s power cord and then power on the monitor The monitor is powered off Power on the monitor The monitor is not connected correctly to the system Verify that the monitor is connected correctly according to the instal...

Page 106: ...vides a better smoother video picture Too many network line transmission errors Check the error count on the Diagnostics Call Statistics screen to verify this Try the call again Only one 64 Kbps channel is connecting in your call Check the ISDN number of the far site Ask the far site to call your site No picture in the PIP window The lens cover is closed Open the lens cover Symptom Problem Correct...

Page 107: ...er Ask the far site to check the cable to the microphone Too many line errors Try the call again later ISDN voice algorithm is incorrect Go to System Admin Network ISDN Change the ISDN Voice Algorithm selection aLaw or uLaw The volume is turned all the way down on the TV monitor Turn up the volume on the TV monitor After that you can use the remote control to adjust the volume The monitor s audio ...

Page 108: ...Turn up the volume on your TV monitor Sound effects such as the incoming call ring are too loud or too soft The sound effects volume is not set at desired level Adjust the sound effects volume on the Audio Settings screen If you do not want to hear sound effects set the volume to 0 You hear the incoming call ring when you have set sound effects volume to 0 The internal ringer is enabled On the Aud...

Page 109: ...Directories and press the Help button The system lists the Global Directory servers to which it is registered and the number of directory entries from each 2 Unregister the system from one or more of the Global Directory servers Low battery icon on the screen Low batteries in the remote control Replace the batteries in the remote control with 3 AAA batteries The screen displays an error icon durin...

Page 110: ...indicator flashes when you use the remote control The system is in a call and is receiving signals from the remote control Green indicator is on The system is ready to make a call Amber indicator is on The system is in a call Red indicator is on The system microphone is muted When the BRI network interface It means Indicators are off No power to the system or The system is not connected to the net...

Page 111: ...n you call for help Description of the issue What is happening or not happening and any related events you may be able to notice The 14 digit serial number in the System Information screen also present on the bottom of the system Contact Polycom Technical Support at 1 800 POLYCOM By Internet To contact Polycom Technical Support go to www polycom com support Enter the following information then ask...

Page 112: ...Administrator s Guide for the V500 System 7 20 www polycom com videodocumentation ...

Page 113: ...mation about the cables shipped with the system If you have the ISDN option you can also attach a BRI cable The part number for this cable is 2457 08717 001 and the length is 20 ft The pin outs for the standard cables are shown in the following drawings Cable Maximum Approved Length Part Number Shipped LAN cable Orange RJ 45 100 ft 30 m 2457 08343 001 12 ft 3 6 m Composite video cable Triple RCA w...

Page 114: ... UNLESS OTHERWISE SPECIFIED COLOR ORANGE APPROXIMATE MATCH TO PANTONE 1665 U 1 MOLDING MATERIAL PVC UL94 V 0 12 FEET 3 1 CABLE 8 COND 24 AWG BLACK PVC JACKET CATEGORY 5 TWISTED PAIR MINIMUN OF 2 TWISTS PER INCH P2 P1 PIN 8 PIN 8 1 1 2 2 3 3 4 4 5 5 6 6 7 7 8 8 WHITE ORANGE ORANGE WHITE WHITE GREEN BLUE WHITE WHITE BLUE GREEN WHITE WHITE BROWN BROWN WHITE PIN PIN AT T 258A 268B P2 P1 WIRING COLOR C...

Page 115: ...ILS registration LDAP TCP 1503 Static T 120 TCP 1718 Static Gatekeeper discovery must be bidirectional TCP 1719 Static Gatekeeper RAS must be bidirectional TCP 1720 Static H 323 call setup must be bidirectional TCP 1731 Static Audio call control must be bidirectional TCP 1024 65535 Dynamic H245 Can be set to Fixed Ports on Polycom systems TCP 1024 65535 Dynamic RTP video data Can be set to Fixed P...

Page 116: ...en established for this user and this type of call 16 Normal call clearing The originator or receiver of the call has requested that it be cleared 17 User busy All B channels are in use the called system acknowledges the connection request but is unable to accept the call 18 No user responding The destination equipment does not respond to the call so the connection cannot be completed 19 No answer...

Page 117: ...The requested access information cannot be provided by the network The diagnostic message may explain the problem 44 Requested circuit channel not available The remote equipment cannot provide the requested channel This may be temporary 47 Resource unavailable unspecified An unknown problem prevents the remote equipment from providing the requested resource 49 Quality of service unavailable The ne...

Page 118: ...tained a call identity information element that does not match any suspended call 84 Call identity in use The network received a call suspend request that contained a call identity information element for a call that is already suspended 85 No call suspended The network received a call resume request when there was not a suspended call pending This might be a transient error that will be resolved ...

Page 119: ...formation in the information element This is usually due to a D channel error 101 Message not compatible with call state The remote equipment received a message that does not correspond to the current state of the connection This is usually due to a D channel error 102 Recovery on timer expiry A time out has triggered an error handling recovery procedure This problem is typically temporary 111 Pro...

Page 120: ...Administrator s Guide for the V500 System Appendix 8 www polycom com videodocumentation ...

Page 121: ...e amend or otherwise modify any Sublicense Agreement without Polycom s prior consent Title to all Subject Programs shall at all times remain and vest solely with Polycom Inc and its licensors Buyer acknowledges Polycom s claim that the Subject Programs are its trade secret and confidential property and shall treat them as such Buyer will not attempt to disassemble decompile reverse engineer or oth...

Page 122: ...onnected must be installed near the equipment and must always be readily accessible Part 15 FCC Rules This device complies with part 15 of the FCC rules Operation is subject to the following two conditions 1 This device may not cause harmful interference and 2 this device must accept any interference received including interference that may cause undesired operation Part 68 FCC Rules This equipmen...

Page 123: ...r own protection that the electrical ground connections of the power utility telephone lines and internal metallic water pipe system if present are connected together This precaution may be particularly important in rural areas Caution Users should not attempt to make such connections themselves but should contact the appropriate electric inspection authority or electrician as appropriate The Ring...

Page 124: ...diens V500 System voldoet aan de basisvereisten en andere relevante voorwaarden van EG richtlijn 1999 5 EG Declaração de Conformidade Através da presente a Polycom Ltd declara que este V500 System se encontra em conformidade com os requisitos essenciais e outras disposições relevantes da Directiva 1999 5 CE Declaración de conformidad Por la presente declaración Polycom Ltd declara que este V500 Sy...

Page 125: ...t Special Safety Instructions Follow existing safety instructions and observe all safeguards as directed Installation Instructions Installation must be performed in accordance with all relevant national wiring rules Plug Acts as Disconnect Device The socket outlet to which this apparatus is connected must be installed near the equipment and must always be readily accessible ...

Page 126: ...Administrator s Guide for the V500 System Safety and Legal Notices 6 www polycom com videodocumentation ...

Page 127: ...mpensation 4 6 bandwidth dynamic 3 17 managing 3 13 3 21 bass adjustment 4 11 batteries icon 7 17 installing in remote control 2 5 blank screen 7 13 BRI cable 1 4 BRI network interface configuring 3 18 connecting 2 4 lights 7 18 brightness of camera 4 6 C cable BRI 1 4 composite video 1 4 2 2 descriptions Appendix 1 drawings Appendix 1 ISDN BRI 2 4 LAN 1 4 2 3 monitor 1 4 power 2 5 S video 1 4 cab...

Page 128: ...lation 4 7 IP network connection 3 3 ISDN network connection 3 18 monitor 4 7 network use 3 1 1 1 PIP 4 7 SNMP 5 9 connecting equipment 2 2 ISDN 7 11 ISDN BRI network interface 2 4 LAN 2 3 monitor 2 2 power 2 5 system 2 2 connector BRI 2 4 composite video 2 2 LAN 2 3 power 2 5 S video 2 2 content displaying 4 9 cord power connecting 2 5 description 1 5 country code 4 16 country selection 4 16 cust...

Page 129: ... 2 5 remote control 2 5 error concealment 1 2 error icon 7 17 error messages 7 11 7 12 extension E 164 3 14 3 15 H 323 4 19 H 323 displaying 3 14 H 323 specifying 3 14 H 323 specifying for gatekeeper 3 14 H 323 specifying for gateway 3 15 F far site system information 6 3 system name 4 13 firewall configuring properties 3 11 description 3 7 list of ports to open 3 7 when using a DMZ 3 12 fixed por...

Page 130: ... IP address displaying 4 19 address dynamic 3 3 address entering 3 4 address gatekeeper 3 15 address obtaining automatically 3 4 address static 3 3 allowing IP calls 3 4 calling through a cable or DSL modem 3 6 calling through a network router 3 6 calling using a DMZ 3 12 calling within an intranet 3 5 configuring H 323 settings 3 13 configuring network connection 3 3 configuring network support 3...

Page 131: ...wing Appendix 2 configuring 4 7 connecting 2 2 troubleshooting 7 9 7 13 muting auto answer calls 4 4 4 11 My Contacts list 4 20 N name DNS 3 4 far site system 4 13 H 323 3 14 host 3 4 system 4 13 4 19 NAT configuring properties 3 11 description 3 6 setting WAN address 3 12 Near End Loop screen 7 5 Near End Loop test 7 5 NetGear router configuring 3 8 network configuring IP connection 3 3 configuri...

Page 132: ...4 protocol audio 6 3 ISDN switch 3 18 3 19 video 6 3 proxy server SIP 3 16 Q Q 850 cause codes Appendix 4 QOS configuring settings 3 17 quality audio 1 2 call 4 19 7 13 7 14 configuring QOS 3 17 video 1 2 2 3 Quality of Service See QOS Quality of Service screen 7 13 R recent calls button 4 13 4 19 list 6 5 See also Call Detail Report CDR registrar server SIP 3 16 registration gatekeeper 3 13 remot...

Page 133: ...6 3 call maximum 1 2 LAN call 3 5 speed dial 4 20 SPIDs 3 19 split screen See Dual Monitor Emulation statis IP address 3 3 statistics call 6 3 Call Statistics screen 7 4 system 6 1 status Call Status screen 7 4 network and call diagnostic tools 7 3 system 3 24 System Status screen 7 3 subnet mask 3 4 switch protocol ISDN 3 18 3 19 switch power 2 5 system checking status 3 24 configuring call setti...

Page 134: ...s 4 13 managing user access 4 2 maximum call speed 3 21 maximum call time 4 12 removing features 4 19 setting 4 5 user settings allow video display on web 4 4 auto answer point to point 4 4 backlight compensation 4 4 color schemes 4 4 4 21 Dual Monitor Emulation 4 4 far site name display time 4 4 keypad audio confirmation 4 4 managing access 4 2 meeting password 4 4 mute auto answer calls 4 4 PIP ...

Page 135: ... 2 3 troubleshooting 7 9 7 13 7 14 Video screen 7 6 virtual DMZ 3 13 voice algorithm ISDN 3 19 voice over ISDN enabling 3 20 volume alert tones 7 16 bass 4 11 master control 4 11 setting 4 11 sound effects 4 11 7 16 treble 4 11 troubleshooting 7 16 W web access port 4 15 Web Director 5 3 web interface See V500 web interface web site for documentation 4 25 WINS name resolution 3 4 server 3 4 ...

Page 136: ...Index 10 www polycom com videodocumentation Administrator s Guide for the V500 System ...

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