Polycom ReadiManager SE200 Operator'S Manual Download Page 63

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Troubleshooting

7–3

To see details about a message

In the Gatekeeper Diagnostics screen, select the message whose details

you want to see.
Details appear in the information window at the bottom of the screen.

Defining What to Log

You can define which messages should be logged.

Note:

Turn on logging of messages

only

when you are troubleshooting a

problem.

To define which messages should be logged

From the Troubleshooting menu in the Operator View, choose

Gatekeeper Diagnostics

Click

Log Settings

to display the Gatekeeper Log Settings dialog box.

Figure 7-2

Gatekeeper Log Settings Dialog Box

Select the types of messages you want to log and click

ReadiManager begins logging the types of messages you selected.

Clearing Events from the Log

You can clear the log, which removes data from the database.

Summary of Contents for ReadiManager SE200

Page 1: ...Polycom ReadiManager SE200 Operator s Guide Version 1 0 1 August 2006 PN DOC2128B ...

Page 2: ...hird party to 1 decompile disassemble or otherwise reverse engineer or attempt to reconstruct or discover any source code or underlying ideas or algorithms of the software by any means whatsoever or 2 remove any product Trademark Information Polycom the Polycom logo design ViaVideo ViewStation and SoundStation are registered trademarks ReadiManager SE200 Global Management System PathNavigator Read...

Page 3: ... 1 5 Sorting a List 1 5 Filtering a List 1 5 2 Using the Conference Schedule About the Scheduled Conferences Screen 2 1 Scheduling a Conference 2 2 Modifying a Scheduled Conference 2 2 Deleting a Scheduled Conference 2 3 Ending an Active Conference 2 3 3 Monitoring Conferences About the Conference Monitoring Screen 3 1 Using Filters 3 1 Viewing Details About Conferences and Participants 3 2 Confer...

Page 4: ...te Monitoring Monitoring Devices 5 1 About the Monitoring Devices Screen 5 1 Viewing Details About Individual Devices 5 3 Device Information and Status 5 4 Call Information for Devices 5 7 Alerts for Devices 5 11 Video Feed for Devices 5 14 Monitoring Network Sites 5 14 About the Monitoring Network Sites Screen 5 14 Monitoring Network Intersite Links 5 15 About the Monitoring Network Intersite Lin...

Page 5: ...Starting and Stopping Event Logging 7 4 Scenarios for Troubleshooting 7 4 Registration Problems and Solutions 7 5 Point to Point Calling Problems and Solutions 7 7 MCU and Gateway Dialing Problems and Solutions 7 8 Conference On Demand Problems and Solutions 7 9 Index ...

Page 6: ...Polycom ReadiManager SE200 Operator s Guide vi ...

Page 7: ...that describes the Polycom ReadiManager SE200 system includes Polycom ReadiManager SE200 Getting Started Guide Polycom ReadiManager SE200 Administrator s Guide Polycom ReadiManager SE200 Outlook Scheduling Guide Polycom ReadiManager SE200 Web Scheduling Guide Polycom ReadiManager SE200 Upgrade Guide Finding Help Online help is also available To access the help click the question mark in the upper ...

Page 8: ...diManager SE200 Operator s Guide viii Contacting Polycom Technical Support For additional help contact your Polycom Administrator or Polycom Technical Support at 1 800 POLYCOM 408 474 2050 techsupport polycom com ...

Page 9: ...ements Microsoft Windows 2000 or XP Microsoft Internet Explorer 5 5 Intel Pentium II class processor 64 MB RAM 128 MB is recommended 30 MB free space For the Microsoft Outlook component of ReadiManager MS Outlook 2000 SR1 Setting up Your Computer and Browser Your computer must have the following items installed and configured The NET framework Security settings for Microsoft Internet Explorer NET ...

Page 10: ...for NET components To do so run an ActiveX control or a Security Enabler utility For details see the Release Notes available at http www polycom com resource_center To set security settings in Internet Explorer 1 From the Tools menu choose Internet Options 2 Click the Security tab 3 Make sure the Internet is selected as the Web content zone 4 Click Custom Level to open the Security Settings dialog...

Page 11: ... so that the settings for Local Intranet match those for Internet 10 Click Apply to save your changes 11 Click OK to close the Internet Options dialog box Logging In You access ReadiManager through Microsoft Internet Explorer To access ReadiManager from your computer Open Internet Explorer type the appliance s IP address in the address line and press Enter For example http YOUR APPLIANCE IP ADDRES...

Page 12: ...n a series of screens accessible through the menus at the top of ReadiManager You can use the Operator View screens to Monitor devices Monitor conferences Manage conferences Monitor network sites and intersite links Schedule and update scheduled conferences Schedule new conferences with the Conference Scheduling Wizard For more information see the Polycom ReadiManager SE200 Web Scheduling Guide Pr...

Page 13: ...ss the top of the screen access other screens in the Operator View Help Click the question mark to access help for the current screen Log out Click this button to log out of ReadiManager Menu Items Click a specific menu to display available screens Sorting a List You can change the order in which information is displayed in a list by sorting it An up arrow indicates the sort is in ascending order ...

Page 14: ...pecify items to display Note You can enter a partial string to find entries that start with that string 2 Click Filter The list is updated to show items that match your criterion The filter criterion is stored until you update it or clear your browser s cache To remove a filter select Clear from the Filter by drop down list ...

Page 15: ...Choose Scheduling Conferences to display the Scheduled Conferences screen From this screen you can View information for future active or finished conferences Filter the list to specify certain conferences Schedule new conferences change settings for future and active conferences and delete conferences For details see Table 2 1 Figure 2 1 Scheduled Conferences Screen ...

Page 16: ...2 On the Scheduled Conferences screen click New The Web Scheduling Wizard appears For instructions about using the Web Scheduling Wizard see the Polycom ReadiManager Web Scheduling Guide Modifying a Scheduled Conference You can modify a scheduled conference To modify a scheduled conference 1 From the menu bar choose Scheduling Conferences 2 Select the conference you want to change and then click E...

Page 17: ...m the menu bar choose Scheduling Conferences 2 On the Scheduled Conferences screen select the applicable conference and then click Delete 3 Click Delete to confirm the deletion If the conference is part of a series of recurring conferences click Yes to confirm deletion of the series The conference is deleted from the list The conference owner participants and resource facilitators are notified by ...

Page 18: ...Polycom ReadiManager SE200 Operator s Guide 2 4 ...

Page 19: ...screen you can Filter to locate a specific conference View conference status View detailed data about an individual conference or participant Manage an active conference Troubleshoot various problems In addition to online help tool tips are available for icons in this screen Point to an icon to display the tool tip text Using Filters On the Conference Monitoring screen you can filter information a...

Page 20: ... a conference and participants Conference Details For details see Table 3 1 For Polycom MGCs see the MGC documentation for more information about these fields and their values Table 3 1 Fields in the Conference Details Tab Field Description ID The ID for the conference Type Type of conference or call Options are Video Audio Only Video Scheduled Audio Only Scheduled ...

Page 21: ...Chairperson Password For an MGC conference displays the chairperson password Numeric ID For an MGC conference displays the numeric ID Entry Queue Access For an MGC conference indicates whether a conference is set to use the entry queue Meet Me per Conf MMPC For an MGC conference indicates whether a conference is set to use MMPC Video Session For an MGC conference displays the video session setting...

Page 22: ...ge service type Options are None Welcome No wait Attended Wait IVR Note Do not configure an MGC device to use IVR if you use People Content Message Service Name For an MGC conference displays the message service name Entry Tone For an MGC conference indicates whether a conference is set to play an entry tone Exit Tone For an MGC conference indicates whether a conference is set to play an exit tone...

Page 23: ...ils Tab Audio Mix Depth For an MGC conference shows for how many sites the audio mix depth is set Lecture Mode For an MGC conference indicates whether a conference is set to lecture mode Lecture Timer For an MGC conference indicates whether the lecture timer is turned on Lecture Interval For an MGC conference shows for how many seconds the lecture interval is set Table 3 1 Fields in the Conference...

Page 24: ...ll Interface The interface protocol the participant uses for connecting Options are H 320 H 323 Address Number The address or number of the participant if dial out or of the port on the MCU if dial in If the call is point to point both participants display the same number Rate The transmission rate in Kbps for the call For a scheduled conference this value shows the requested call rate For an unsc...

Page 25: ...o protocol used by the participant in an active call Video Format The video format used by the participant in an active call Audio Algorithm The audio algorithm used by the participant Shown for active calls only Content Indicates whether the participant is using People Content in the active call T120 Indicates whether the participant is using a T 120 connection in the active call Table 3 2 Fields...

Page 26: ...Polycom ReadiManager SE200 Operator s Guide 3 8 ...

Page 27: ...or help from a participant Disconnect or reconnect participants Send a message to a participant Troubleshoot problems Note When a conference cannot start automatically you must create the conference in the MCU and connect to each dial out participant About the Manage Active Conference Screen The Manage Active Conference screen provides information about an active conference and its participants In...

Page 28: ...ring Conferences 2 Select the applicable conference and click Manage The Manage Active Conference screen appears For details see Table 4 1 3 Review the information and make any required changes 4 When you are finished click Close Table 4 1 Fields in the Manage Active Conference Screen Field Description Conference Details Conference Name The name the scheduler assigned to the conference Status The ...

Page 29: ...ovides to the conference participants Participant Tab Name The participant s name Conference Type The conference type Room Only Audio or Video Device The name of the device connected to the conference Call Status The status of the call Device Status The status of the device if problematic Applies only to Polycom registered endpoints Audio Status The audio status of the participant Enables muting a...

Page 30: ...escribes the these buttons Note For audio only conferences the participant level buttons are disabled Extending a Scheduled Conference You may need to extend a scheduled conference You can do so several times provided the resources are available The extension time limit is three hours To extend a scheduled conference 1 Display the list of conferences 2 Select the active conference you want to exte...

Page 31: ... Active Conference screen click End Conference The conference appears on the Scheduled Conferences screen with a Past status 4 Click Close You return to the Conference Monitoring screen Removing a Participant You may need to remove a participant when The person cannot attend a scheduled conference Technical difficulties occur that you cannot resolve To remove a participant from an active conferenc...

Page 32: ...ge Active Conference screen click Add Participants Figure 4 3 Add Participants Dialog Box 4 To add a room or a user with a device that is managed by ReadiManager type a name or a string of characters in the name and then click Search To select multiple items in the list press Shift Click or Ctrl click The list box on the right displays the names that meet this criterion To add a guest click Add Gu...

Page 33: ...dial in number and pass code to the participant you have added Note If MMPC or IVR is not enabled on the MGC you must look up this information in MGC Manager Speed The connection speed the device uses for the conference Set as Host Site Select this check box to set this resource as the host site for the conference Adding a Guest External Participant You can add a guest external participant to an a...

Page 34: ...conference you want to change and click Manage 3 On the Manage Active Conference screen click Add Participants 4 In the Add Participants dialog box click External Participants Figure 4 5 Add External Participant Dialog Box 5 Enter the required information For details see Table 4 4 6 Click OK The guest is added to the conference 7 Click Close ...

Page 35: ... available for an endpoint that the ReadiManager SE200 system does not manage Muting and Unmuting a Participant Sound muted by the Operator or Administrator Sound muted by the participant Unmuted You can mute and unmute the sound to a conference for a registered participant The audio icon shows the current status of this setting For details see Table 4 5 This icon appears only when the conference ...

Page 36: ...cate the appropriate room or participant and click the connection icon in the Status column 4 To disconnect a location click Remove Participant 5 Click Close Acknowledging Help Only a participant with a registered Polycom device can send a request for help To acknowledge a request for help 1 Choose Monitoring Conferences 2 Select the appropriate conference and then click Manage 3 On the Manage Act...

Page 37: ...Select the participant to whom you want to send the message 4 Click Send Message The Send Message dialog box appears Figure 4 6 Send Message Dialog Box 5 Type a message up to 100 characters long and then click OK to send it 6 Click Close ...

Page 38: ...Polycom ReadiManager SE200 Operator s Guide 4 12 ...

Page 39: ... device or group of devices Sort the list to bring devices of interest to the top View device status View call related information and alerts View device details Manage devices Monitor H 323 video endpoints MCUs and third party devices For Polycom devices help participants who have requested it by sending a text message to the device which displays on the monitor Troubleshoot problems About the Mo...

Page 40: ...tus of the device The device is in a call The device is not in a call but is online The device is offline Alert The alert status of the device Options are Need help most urgent state Error Warning Incorrect password Note For more information change the Current View selection at the bottom of the screen to Alerts Device Name The name of the device as registered with ReadiManager ...

Page 41: ...ce Options are ViaVideo ViewStation VS ViewStation FX and EX MGC V Series iPower Tandberg Other Note H 323 IP cards and IP blades in MCUs are assigned the type Other IP Address The IP address of the device Video Number The ISDN number used to call the device The method used to obtain this number displays on the ISDN Assignment Type field in the Device Status detail area at the bottom of the screen...

Page 42: ...ge the selection of the current view Select the desired view from the Current View drop down list To hide the current view Click Hide at the top of the screen Device Information and Status For details see Table 5 2 and Table 5 3 Figure 5 2 Device Status Tab ...

Page 43: ...cates the global directory service GDS registration status of the device Indicates the device is registered with the GDS Indicates the device had a problem registering with the GDS or failed password authentication Last Access Time For all H 323 devices and third party endpoints indicates the last time the gatekeeper received registration information from the device Registration Time Out For all H...

Page 44: ... configuration From Network Derived from the gateway and the extension Endpoint ISDN Type If the ISDN Assignment Type is Endpoint indicates the kind of ISDN line type Options are BRI PRI Table 5 2 Fields in the Device Status Tab continued Field Description Table 5 3 Fields in the Device Information Tab Field Description Device Info Product ID The product identifier by which the device is known to ...

Page 45: ...3 alias which is normally used for dialing The E 164 alias can be resolved by the gatekeeper and functions as an extension which enables an endpoint that lacks native ISDN to have an associated phone number that can be dialed Call Signaling Address The IP address and port for H 225 call signaling messages RAS Addresses The IP address and port for registration admission and status messages IP Addre...

Page 46: ... of a call Indicates the device is in a call Indicates the device is online but not in a call Call Type The protocol used in the call Options are IP H 323 ISDN H 320 SIP Session Initiation Protocol POTS Plain old telephone service Video Protocol The video protocol in use Options are H 261 H 263 H 264 Video Format The format of the video data Options are QCIF FCIF CIF ...

Page 47: ...s for the device at the other end of the call For an MCU call the service prefix Cause Code Standard Q 850 cause code for call termination Encryption The type of encryption used Options are AES None Table 5 4 Fields in the Call Info Tab continued Field Description Table 5 5 Fields in the Call Statistics Tab Field Description Rate Audio Rate The transmitting and receiving audio rate for the call Vi...

Page 48: ... lost in relation to the total number of packets being sent over time Audio Packet Loss The packet loss experienced in the audio portion of the call Video Packet Loss The packet loss experienced in the video portion of the call Audio Jitter The jitter experienced in the audio portion of the call Video Jitter The jitter experienced in the video portion of the call Table 5 5 Fields in the Call Stati...

Page 49: ... The specified state determines the icons that display In a help state the Need Help icon displays In a combined error state and help state the Need Help icon displays In a combined error warning and help state the Need Help icon displays In an error only state the Error icon displays In a combined error and warning state the Error icon displays In a warning only state the Warning icon displays Th...

Page 50: ...eo device does not detect a signal from the specified ISDN line ISDN Line 4 The video device does not detect a signal from the specified ISDN line GK Registration Error The device could not find the gatekeeper with which it usually registers Internal System Error An unexpected error has occurred Restart the system If the problem persists contact Polycom Technical Support Note Available for iPower ...

Page 51: ...w in the remote control for the video device Lost Directory Server The global directory cannot display The directory server may be offline Note Available for iPower only Server Redirection A redirect response string HTTP 3XX has been returned from another server Camera Disconnected The camera is unplugged from the main unit of the video endpoint Note Available for iPower only Table 5 7 Information...

Page 52: ...tes You can monitor the activity at each site in the network and network traffic that is generated by video calls About the Monitoring Network Sites Screen To display the Monitoring Network Sites screen choose Monitoring Network Sites This screen shows accumulated call statistics for all sites in the network For details see Table 5 9 Sites are part of the network topology Information about them is...

Page 53: ...ge of packet loss compared to the total number of packets being sent over time Average Jitter The average jitter for all calls on the site Average Delay The average delay for all calls on the site Monitoring Network Intersite Links You can view the status of links between sites in a video conferencing network Network intersite links consist of Direct links between two sites in an H 323 network Mul...

Page 54: ...onds About the Monitoring Network Intersite Links Screen For details see Table 5 10 Figure 5 11 Monitoring Network Intersite Links Screen Table 5 10 Information in the Monitoring Network Intersite Links Screen Column Description Intersite Link Name Name of the intersite link as defined in Directory Services of Calls Number of calls occurring over an intersite link Bandwidth Used Percentage of the ...

Page 55: ...e total number of packets being sent over time Average Jitter The average jitter for all calls over the intersite link Average Delay The average delay for all calls over the intersite link Table 5 10 Information in the Monitoring Network Intersite Links Screen continued Column Description ...

Page 56: ...Polycom ReadiManager SE200 Operator s Guide 5 18 ...

Page 57: ...ype IP address and system to show a specific set of call data You can use data from the reports to troubleshoot problems provide information about network traffic and ensure accurate billing for video calls Note To be included in the ISDN CDR devices in the call do not need to be currently registered with the gatekeeper or global directory server To be included in the IP CDR devices must be regist...

Page 58: ...ginated the call Destination Name IP address or alias of the device that received the call Destination Address IP address of the device that received the call Call Type The type of call scheduled or unscheduled Bandwidth Kbps Bandwidth that was used for the call Duration min Length of the call in minutes up to a maximum of 999 Q 850 Code Standard cause code for call termination Note IP calls throu...

Page 59: ...ilable for multipoint conferences Date Time Date and time the call started provided in local time for the appliance System Name Name IP or alias of the device that originated the call Remote Site Name IP or alias of the device that received the call Direction Indicates whether the call was inbound or outbound Call Type The type of call scheduled or unscheduled Bandwidth Kbps Bandwidth that was use...

Page 60: ... range of calls select one of the options from the Filter by drop down list and enter the appropriate value The report screen updates to display information that matches your criteria Exporting a Call Detail Record To export a CDR report 1 Display the CDR data you want to export 2 Click Export 3 When the File Download dialog box appears do one of the following Click Open to launch Microsoft Excel ...

Page 61: ... log and view messages that endpoints send to the gatekeeper define which messages are logged start and stop logging of messages clear the log and export the log to another file For details see Table 7 1 The following types of messages can display Errors These messages display for all errors that occur with Polycom endpoints Rogues These messages display calls from unregistered endpoints Events Th...

Page 62: ...ch indicates the registration of an endpoint or a call failed or a lack of resources for this gateway or MCU exists Date Time Date and time of the event Category Specifies whether an event is a registration call or neighboring gatekeeper request Description Displays the message sent to or received from the endpoint identified by the IP address Viewing Details About an Item in the Log You can view ...

Page 63: ...sages only when you are troubleshooting a problem To define which messages should be logged 1 From the Troubleshooting menu in the Operator View choose Gatekeeper Diagnostics 2 Click Log Settings to display the Gatekeeper Log Settings dialog box Figure 7 2 Gatekeeper Log Settings Dialog Box 3 Select the types of messages you want to log and click OK ReadiManager begins logging the types of message...

Page 64: ... Log 2 In the window that appears copy the displayed data to a CSV file and save it 3 Click OK Starting and Stopping Event Logging You must log events to display them and maintain an event history To start or stop event logging 1 From the Troubleshooting menu choose Gatekeeper Diagnostics to view the list of calls 2 Click Start Log Events are logged and displayed The Start Log button becomes the S...

Page 65: ...with ReadiManager The endpoint is configured to use ReadiManager as its gatekeeper but is being rejected during registration In the gatekeeper diagnostic log an error has occurred during the RRQ RCF process that caused the registration to fail Review the gatekeeper diagnostic logs for the RRQ attempt by the endpoint and determine the RRJ reason Verify that the endpoint alias is not a duplicate of ...

Page 66: ...CU to force registration to occur Some endpoints are not assigned ISDN numbers A registered H 323 only system was not assigned an ISDN number The system could belong to a network that does not have ISDN number ranges assigned to it No ISDN numbers are available to assign Verify that the endpoint belongs to the site that has assigned ISDN number ranges To do so go to Administrator View Dial Plan Se...

Page 67: ... Network A to Network B Make sure that the IP addresses of both endpoints are included in their respective sites If site topology is defined for both endpoints verify that there is enough bandwidth in the intersite links between the two sites Verify that the dialing bit rate is lower or equal to that of the maximum bit rate defined for the intersite links Verify that the LocalDS dialing rule is en...

Page 68: ...e reboot it Verify that the MCU service is available Go to the Administrator View Dial Plan Setup Services screen Verify that the MCU service prefix is enabled and listed Simplified dialing does not work When you dial 9 you receive a network error The call using the simplified dialing service is rejected because of one of the following The simplified dialing prefix service in the system configurat...

Page 69: ...dpoint Verify that the MGC card is registered with ReadiManager and is online Verify that the MGC cards registered with ReadiManager have the MGC s IP address filled out in the Devices list Verify that the MGC login ID and password for the CON service are correct Verify that the H 323 network service that the MGC is using is set as the default service Verify that the MGC has enough available resou...

Page 70: ...Polycom ReadiManager SE200 Operator s Guide 7 10 ...

Page 71: ...rences screen 2 1 Conference Management window 4 1 action buttons 4 4 Conference Monitoring screen 3 1 Conference On Demand Troubleshooting 7 9 D deleting a scheduled conference 2 3 devices monitoring 5 1 Monitoring Devices screen 5 1 viewing details 5 3 documentation online help vii E ending a conference 4 5 errors 5 11 exporting a Call Detail Record 6 4 extending scheduled conferences 4 4 F filt...

Page 72: ... Troubleshooting 7 7 Polycom technical support viii R ReadiManager logging on 1 3 Registration Troubleshooting 7 5 removing a participant 4 5 reports Call Detail Record CDR 6 1 exporting 6 4 running 6 4 generating 6 1 requirements of a client system 1 1 reserving resources by extending conferences 4 4 S scheduled conferences creating 2 2 extending 4 4 Scheduled Conferences screens 2 1 sending a me...

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