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7

Diagnostics and General 
Troubleshooting

This chapter covers the diagnostic screens of the V500 system. It is organized 

by category to help you troubleshoot any issue.
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.

Sending a Message

If you are experiencing difficulties with connectivity or audio, you may want 

to send a message to the V500 system.
Only the near site can see the message; it is not broadcast to the far site in the 

call.

To send a message via the V500 web interface:

1.

On a computer, open a web browser.

2.

In the browser address line, enter the system’s IP address (for example, 

http://10.11.12.13

) to go to the V500 web interface.

3.

Click 

System Setup

.

4.

Enter 

admin

 as the user name, and the remote access password, if a 

password has been established. 

5.

Go to 

Diagnostics > Send a Message

.

6.

In the Send a Message page, enter a message (up to 100 characters in 

length), then click

 Send Message

.

The message is displayed for 15 seconds on the screen of the system.

Summary of Contents for V500

Page 1: ...May 2006 Edition 3725 21743 006 A Version 8 5 Administrator s Guide for the V500 System Version 8 5 ...

Page 2: ...t the software like any other copyrighted material e g a book or sound recording Every effort has been made to ensure that the information in this manual is accurate Polycom Inc is not responsible for printing or clerical errors Information in this document is subject to change without notice Trademark Information Polycom and the Polycom logo design are registered trademarks of Polycom Inc V500 Gl...

Page 3: ...ide 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 V500 system here for future reference The serial numbe...

Page 4: ...Administrator s Guide for the V500 System iv ...

Page 5: ...ting Headphones 2 4 Installing Batteries in the Remote Control 2 4 Powering On the System 2 4 3 Configuring Network Use 3 1 Using the Setup Wizard 3 1 Configuring LAN Properties 3 2 Setting Up Your IP Network Connection 3 4 Calling Within an Intranet 3 5 Calling Through a Cable or DSL Modem 3 5 Calling Through a Network Router 3 6 Configuring Router Port Forwarding 3 7 Configuring Firewall and NAT...

Page 6: ...nitor Burn In 4 7 Displaying Content with People Content IP 4 7 Designing Audio Behaviors 4 9 Designing the User Experience 4 10 Managing User Access to Settings and Features 4 11 Setting the Room and Remote Access Passwords 4 11 Screens that Require the Room Password for Access 4 12 Letting Users Customize the Workspace 4 13 Limiting What Users Can Do With the System 4 13 Using the System for Spe...

Page 7: ... 5 5 Configuring Global Services 5 6 Viewing the Management Servers List 5 6 Requiring an Account Number for Calls 5 6 Adding My Information 5 7 Requesting Technical Support from the Global Management System Administrator 5 8 Setting Up SNMP 5 9 Downloading MIBs 5 9 Configuring for SNMP Management 5 10 6 System Usage and Statistics 6 1 Call Summary 6 1 Call Statistics 6 2 Call Status 6 3 Content S...

Page 8: ...Contact Technical Support 7 18 Appendix Appendix 1 Port Usage Appendix 1 Actions that Cause the System to Restart Appendix 3 Cable Descriptions and Drawings Appendix 4 LAN Cable Appendix 4 Composite Video Cable Appendix 5 Q 850 Cause Codes Appendix 5 Regulatory Notices Regulatory Notices 1 Index Index 1 ...

Page 9: ...onferencing over broadband networks System Components This section describes the standard components that come with the V500 system For technical specifications and detailed descriptions of features available for the V500 system please refer to the product literature at www polycom com Additional options may also be available For more information please contact your Polycom distributor Two models ...

Page 10: ...e 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 to make it easy to set up and operate the system color coded buttons correspond to system features Composite video cable The composite video cable is a triple RCA cable with S video t...

Page 11: ...all Scheduler Use the calendar and call scheduling feature to schedule video conferences The system automatically calls the site you selected on the date and time you specified For recurring calls you can indicate whether you want the system to automatically make the call daily weekly or monthly Easy Installation Firewall UPnP support The V500 system offers support for routers that support UPnP Un...

Page 12: ...agement Secure system management Use the room password and the remote access password on the system to prevent others from changing system configuration Room monitoring Monitor rooms in or out of a call using the Web Director feature accessible through the V500 web interface Call Detail Reports Access the system s call history from the V500 web interface You can download the data to a spreadsheet ...

Page 13: ... V500 System Back Panel View This illustration identifies the system s back panel connectors DC IN 12V LAN BRI BRI connector For ISDN calls not present on IP only systems S video output from system For monitor video Composite video output from system For monitor video if S video output is not used Headphone jack For optional headphone LAN connector For IP or SIP calls People Content IP and remote ...

Page 14: ... the people in the call Connecting the Monitor You must connect a TV monitor to the V500 system You can use either an NTSC or PAL monitor depending on your system The back panel view shown on page 2 1 shows the location of the video and audio connectors used for the monitor You must use the same type of video connector on the V500 system as on the monitor For example if you use the S video connect...

Page 15: ...ing the Polycom Softupdate program The back panel view on page 2 1 shows the location of the LAN connector The setup sheet for your system also provides this information Connecting to the ISDN BRI Network The V500 IP with ISDN system includes an ISDN BRI network interface which allows you to make ISDN calls If your site does not use an internal telephone system PBX you may need an NT 1 device to c...

Page 16: ... and install the batteries in the orientation shown 3 Reinstall the battery cover on the remote control The system notifies you when the batteries need to be replaced Powering On the System The V500 system has an external power supply The back panel view shown on page 2 1 shows the location of the power connector and power switch To power on the system 1 Make sure you have connected all equipment ...

Page 17: ...eens described in this chapter Because there are two models of V500 system your system might not display all of the configuration choices listed in this chapter Using the Setup Wizard When you power on the system for the first time the setup wizard detects your system s IP and ISDN connections and leads you through the minimum configuration steps required to place a call The setup wizard allows yo...

Page 18: ...motely on page 5 1 Configuring LAN Properties If you are connecting your V500 system directly to a cable or Digital Subscriber Line DSL modem you need to know the public IP address assigned to your system by your Internet Service Provider ISP before you begin Your ISP will provide you with one of these IP addresses Static IP address This address is reserved for your system and will not change Your...

Page 19: ...for your organization s network Setting Description Setting Description DNS Servers Displays the DNS servers currently assigned to the system If the system does not automatically obtain a DNS server address enter up to four DNS servers here Changing this setting causes the system to restart Default Gateway Displays the gateway currently assigned to the system If you are using a router for Internet...

Page 20: ...ter see Calling Through a Network Router on page 3 6 If your V500 system is set up in a Demilitarized Zone DMZ see Calling Through a Router Using a DMZ on page 3 14 LAN Speed Specifies the LAN speed to use Note that the speed you choose must be supported by the switch Choose Auto to have the network switch negotiate the speed automatically If you choose 10 Mbps or 100 Mbps you must also select a d...

Page 21: ...le modem or DSL modem without using a network router If you connect your V500 system in this way there is no security barrier between your home or business network and the Internet however it is an easy way to set up your network connection If your V500 system is directly connected to a cable or DSL modem you do not need to do anything more to set up the network connection for your V500 system Go ...

Page 22: ...ices inside the network are masked behind that single external IP address A firewall acts as a security barrier between one network and another For example you might set up a firewall between the network at your home or business and the Internet The firewall prevents unsolicited external network traffic from accessing your internal network Because NATs and firewalls provide security for your netwo...

Page 23: ...1 Your router s administrator name and password which you can find in your router s documentation Many routers use the default user name admin and the password blank or password The IP address that has been assigned to your system if you re using DHCP which you can find on the LAN Properties screen See Configuring LAN Properties on page 3 2 for more information With any router you must open the po...

Page 24: ...7 of this procedure for the remaining ports that you need to open For the list of ports that you need to open see the table on page 3 7 9 When you have opened and assigned all of the ports listed in the table on page 3 7 review the Port Forwarding page Check that all the ports are correct enabled and assigned to the correct Server IP internal Address Setting Description Service Name Any unique ide...

Page 25: ...hat you need to open For the list of ports that you need to open see the table on page 3 7 8 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 Setting Description Application Any unique identifier for example you can use the text from t...

Page 26: ...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 can use the text from the Function column in the table on page 3 7 Action Click Allow Source Interface ...

Page 27: ...g Description Fixed Ports Lets you specify whether to define the TCP and UDP ports If the firewall is not H 323 compatible enable this setting The V500 system assigns a range of ports starting with the TCP and UDP ports you specify The system defaults to a range beginning with port 3230 for both TCP and UDP Note You must open the corresponding ports in the firewall You must also open the firewall ...

Page 28: ...hat is UPnP Universal Plug and Play certified select UPnP Many routers used in homes and small businesses support UPnP NAT traversal If this is your situation try selecting UPnP first If this selection does not work for your router select Auto or Manual NAT Public WAN Address Displays the address that callers from outside the LAN use to call your system If you chose to configure the NAT manually e...

Page 29: ...500 system Register the V500 system to an external V2IU Traversal Server Gateway that supports the H 460 18 and H 460 19 standards Make sure that firewalls being traversed allow V500 systems behind them to open outbound TCP and UDP connections Firewalls with a stricter rule set should allow V500 systems to open at least the following outbound TCP and UDP ports 1720 TCP 14085 15084 TCP and 1719 UDP...

Page 30: ... V500 system on the outside of the router s firewall Keep in mind however that the V500 system may still be protected by some global firewall securities which may adversely affect video conferencing Physical DMZ With a physical DMZ there is an actual physical port on your router usually labeled DMZ into which you plug the LAN cable from your V500 system This port places the V500 system physically ...

Page 31: ... page 3 27 You can then configure the H 323 settings by following the steps in this section H 323 settings enable you to set up H 323 as well as set up gatekeepers and gateways A gatekeeper supervises network traffic and manages functions such as bandwidth control and admission control If your network uses a gatekeeper the system can automatically register its H 323 name and extension This allows ...

Page 32: ... can use H 323Extension E 164 You can place point to point calls using the extension if both systems are registered with a gatekeeper You can change the default H 323 Extension Your dial plan may define the extensions you can use Setting Description Use Gatekeeper Specifies whether to use a gatekeeper Gateways and gatekeepers are required for calls between IP and ISDN Off Calls do not use a gateke...

Page 33: ...egistered 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 Gatekeeper IP Address If you chose to use an automatically selected gatekeeper this field displays the gatekeeper s IP address If you chose to specify a gatekeeper enter the IP address here Authentication PIN Specifies the password ...

Page 34: ...eatures Configuring the System to Use a Gateway A gateway performs code and protocol conversion between H 323 IP and H 320 ISDN so that users on different networks can call one another If the system is configured to use a gateway you must also configure it to use a gatekeeper Go to this screen Configure these settings Gatekeeper System Admin Settings Network IP H 323 Settings Next Set Use Gatekeep...

Page 35: ...h 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 Gateway Number Type Specifies the number type users enter to call this system Direct Inward Dial Users enter an internal extension to call this system directly Note If you choose this setting you must also register the number with the gatekeeper...

Page 36: ...h protocol is required 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 User Name Specifies the system s SIP name If you leave this field blank the system s IP address is the SIP user name Password Specifies the password that authen...

Page 37: ... Preference 3 Go to System Admin Settings Network IP SIP Settings 4 Configure these settings 5 Select Enable SIP The system restarts when you navigate away from this screen Points to note about SIP The SIP protocol has been widely adapted for voice over IP communications and basic video conferencing however many of the advanced video conferencing capabilities are not yet standardized Many capabili...

Page 38: ...ion from the SIP Settings screen of the V500 system 3 Use the application to add or remove contacts for the V500 system To configure display options for contact list information 1 Go to System Admin Settings Global Services Directory Servers Microsoft You can also select the Microsoft LCS server icon at the top of the Directory screen 2 Configure these settings Status icons appear next to each LCS...

Page 39: ...The value can be between 0 and 5 If this setting is selected enter the value in the Type of Service Value field DiffServ Represents a priority level between 0 and 63 If this setting is selected enter the value in the Type of Service Value field Type of Service Value Specifies the IP Precedence or Diffserv value for Video Audio and Far End Camera Control Maximum Transmission Unit Size Specifies the...

Page 40: ...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 Setting Description Dynamic Bandwidth Specifies whether to let the system automatically find the optimum line speed for a call Maximum Transmit Bandwidth Speci...

Page 41: ...ISDN Switch Protocol Specifies the protocol used by your network s switch Numbering Plan Specifies the numbering plan for your location Select ISDN if your numbering plan is ISDN otherwise select Unknown ISDN Voice Algorithm Specifies which voice algorithm aLaw or uLaw is used for ISDN voice calls Do not change this setting unless you experience audio issues in all ISDN voice calls Auto BRI Config...

Page 42: ...he ISDN BRI SPIDs provided by your service provider After you enter the SPIDs the system verifies them If the system is unable to verify the SPIDs make sure the system is connected and that the 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 Setting Description Area Code Specifies the area code for this system s ...

Page 43: ... that uses H 261 for video and G 711 for audio This mode provides administrators with a workaround for interoperability issues that cannot be solved using other methods The Basic Mode setting stays in effect until you change it Enable H 239 Specifies standards based People Content data collaboration Note that some H 323 devices do not recognize this new standard You can try disabling this option i...

Page 44: ...e Configuring Dialing Order Settings on page 3 29 Setting Description Preferred Speed for Placing Calls Determines the speeds that will be used for calls from this system in either of these cases Call Quality is set to Auto on the home screen and Directory screen The Call Quality setting is not available for users If the far site system does not support the selected speed the system automatically ...

Page 45: ...ling Method to Auto and select ISDN Gateway as the first choice under Dialing Order With this configuration calls placed from the directory will be placed through a gateway first if an ISDN number exists On the Network Dialing screen set Preferred Dialing Method to Manual With this configuration users can select ISDN Gateway from the list of call types that appears when placing a call from the dir...

Page 46: ...n extension in extension field and select IP H323 in the call type list 2 If you want to allow users to place ISDN to IP calls through a gateway when calling from the directory do one of the following On the Network Dialing screen set Preferred Dialing Method to Auto and select IP Gateway next to ISDN under Dialing Order With this configuration calls placed from the directory will be placed throug...

Page 47: ...s of the Global Directory Server You can enter up to five addresses Password Lets you enter the global directory password if there is one Register Registers this system with the Global Directory Server Display Global Addresses Displays other registered systems in the global directory Display Name in Global Directory Specifies whether to display the system s name in the global directories of other ...

Page 48: ...r setup To place a test call 1 On the Place a Call screen select Directory 2 Select Group 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 Area Code Specifies that calls to sites in the same area code must include the ...

Page 49: ...nformation 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 remote When there is a change in system status that is a potential problem you see an alert at the bottom of the Place a Call screen To view System Status information ...

Page 50: ... t already have one 2 Navigate to your product page Refer to the Release Notes for information about the latest software version Refer to Updating Polycom Video Software for detailed information about obtaining software key codes and using the Softupdate program 3 Download the V500 system software update file in zip format 4 Double click the software zip file to extract the file 5 Double click Sof...

Page 51: ...ifferent users depending on how much or how little you want them to change system 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 a password during the initial configuration you must enter it eac...

Page 52: ... in situations where the subject 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 Specifies the frequency of the electrical power used for the system This helps to eliminate video flicker Typically the default setting is correct for your system and locatio...

Page 53: ...IP 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 can turn the PIP on or off and change its location on the screen by pressing PIP on the remote control Display Icons in a Cal...

Page 54: ...nt call the system hosting the call determines the People and Content video rates not the system sending the content Output upon Screen Saver Activation Specifies whether black video or no signal is sent to the monitor when the system goes to sleep and the screen saver activates Select Black if you want to display screen saver text or a screen saver news feed This is the recommended setting to pre...

Page 55: ...near and far sites What you see during a call can depend on factors such as the number of sites in the call and whether content is being shared Setting Up Using the monitor controls select the full screen setting that stretches the picture uniformly without clipping On the V500 system Monitor screen 1 If you are using a wide screen monitor set Monitor to 16 9 Otherwise set Monitor to 4 3 2 Select ...

Page 56: ... purchase a calibration program DVD tool to help you fine tune the display settings To adjust the monitor for natural color 1 Go to System Diagnostics Video 2 Select the color bars icon to display the color bar test screen 3 Adjust the color using the monitor s controls for color contrast and brightness Your monitor may also have controls for tint and temperature The colors from left to right shou...

Page 57: ...a call disable the following settings Display Icons in a Call described on page 4 3 Display Time in Call described on page 4 16 Far Site Name Display Time described on page 4 17 Be aware that meetings that last more than an hour can have the same effect as a static image Consider decreasing the monitor s sharpness brightness and contrast settings if they are set to their maximum values Displaying ...

Page 58: ...mputer 500 MHz Pentium III or equivalent 256 MB memory Recommended computer 1 GHz Pentium III or equivalent 512 MB memory Connect the computer s to the IP network Note that although you can use the license key on only one V500 system you can install the software application on an unlimited number of computers For information about purchasing the People Content IP option please contact your Polycom...

Page 59: ...all users in your organization by downloading the setup exe file to a local location that everyone can access Designing Audio Behaviors This section describes how to configure the audio behaviors of the V500 system To configure general audio settings 1 Go to System Admin Settings Audio 2 Configure these settings Setting Description Master Audio Volume Sets the volume level for audio from the far s...

Page 60: ...Call Settings Call Answer Mode Directory Settings Date Time and System Location Workspace Appearance Remote Control Behavior Mute Auto Answer Calls Specifies whether to mute incoming calls Incoming calls are muted by default until you press the Mute button on the remote control Enable Internal Ringer Specifies an additional ring tone when receiving an incoming call The internal ringer is built int...

Page 61: ...o set or change the remote access password 1 Go to System Admin Settings General Settings Security 2 Clear the Use Room Password for Remote Access setting if it is selected By default the remote access password is the same as the room password 3 Enter a Remote Access password To access Admin Settings using the V500 web interface when a remote access password is set enter admin for the user name To...

Page 62: ...t leads you through the setup wizard You can enter a new password when you set up the system Screens that Require the Room Password for Access The following illustration shows which screens require the room password Admin Settings Diagnostics System Information User Settings System Settings HomeScreenSettings Security Location General Settings Network LAN Properties Audio Camera Monitor Global Ser...

Page 63: ...ht 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 Emulation Allow Video Display on Web Limiting What Users Can Do With the System You can limit what you allow other users to do with the system by configuring the following Maximum Time in Call If you want to specify ...

Page 64: ...s whether the room password and remote access password are the same Room Password Enter or change the room password When the room password is set you must enter it to configure the system Admin Settings using the remote control The room password must not contain spaces Meeting Password Specifies the password users must supply to join multipoint calls on this system if the call uses the internal mu...

Page 65: ...r Settings screen is accessible to users via the System screen Select this option if you want to allow users to change limited environmental settings Allow Video Display on Web Specifies whether to allow viewing of the room where the system is located or video of calls in which the system participates using the V500 web interface Note This feature activates both near site and far site video displa...

Page 66: ...all settings 1 Go to System Admin Settings General Settings System 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 ch...

Page 67: ...ing callers from seeing and hearing you you can mute all automatically answered calls and make sure your privacy shutter is closed Call Detail Report Specifies whether to collect call data for the Call Detail Report and Recent Calls list When selected information about calls can be viewed through the V500 web interface and downloaded as a csv file Note If this setting is disabled applications such...

Page 68: ...Virtual Keyboard You must use the V500 web interface to enter localized system names for other languages The localized system name is sent to the far site and displayed as the caller ID by V500 systems using version 8 0 or later when the user interface is set to that language However the English Pinyin name is the name used by the Global Directory Server and the gatekeeper and it is also the name ...

Page 69: ...face Country Code Specifies the country code for the system location Area Code Required Specifies if an area code is required to place ISDN calls in the specified country ISDNInternational 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 Se...

Page 70: ...ght Saving Time Specifies the daylight savings time setting When you enable this setting the system clock automatically changes for daylight saving time Time Zone Specifies the time difference between GMT Greenwich Mean Time and your location Time Server Specifies connection to a time server for automatic system time settings ...

Page 71: ...s Advanced Users Provide additional options for advanced video conferencing users Call Quality bandwidth and call type User Settings Diagnostics and System Information Speed Dial list of frequently called sites Alerts 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 L...

Page 72: ...e a Call screen When this setting is selected the call type is displayed to the right of the bandwidth on the Place a Call screen For information about enabling call types see Configuring Call Preferences on page 3 27 H 323 Extension E 164 Allows users to enter extensions on the home screen Directory Allows users to access the directory System Allows users to access the System screen which include...

Page 73: ...ept or ignore incoming calls using the Do Not Disturb button on the home screen Call Detail Report Specifies whether to collect call data for the Call Detail Report and Recent Calls list When selected information about calls can be viewed through the V500 web interface and downloaded as a csv file Note If this setting is disabled applications such as the Polycom Global Management System will not b...

Page 74: ...tings 2 In Dialing Display select Display Marquee and enter the text You can also add marquee text through the V500 web interface For some languages such as Russian Korean Japanese Simplified Chinese and Traditional Chinese you must use the V500 web interface to add marquee text To enter marquee text using the V500 web interface 1 On a computer open a web browser 2 In the browser address line ente...

Page 75: ... example http 10 11 12 13 to go to the V500 web interface 3 Enter your user name and remote access password if a password has been established 4 Click Utilities Screen Saver and enter Screen Saver 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 Screen Text Appears underneath the logo ...

Page 76: ...w 6 Click Update Adding a Screen Saver Logo You can customize the V500 system to display your own logo instead of the Polycom logo The requirements for the logo file are File format is png format 8 bit color Image size is 300 x 300 pixels or smaller File size is 87 9 Kbytes or smaller To upload a screen saver logo 1 On a computer open a web browser 2 In the browser address line enter the system s ...

Page 77: ...rt Tones To set ring tones and alert tones 1 Go to System Admin Settings Audio 2 Select a tone as desired To set the V500 system internal ringer 1 Go to System Admin Settings Audio 2 Select Enable Internal Ringer to specify an additional ring tone when receiving an incoming call The ringer is built into the system and will alert you to incoming calls Setting Description Color Scheme Customizes the...

Page 78: ... keypad buttons moves the camera to presets or generates DTMF tones If this is set to Presets users can generate DTMF tones by pressing on the remote control while on a video screen Chinese Virtual Keyboard Specifies the type of onscreen keyboard to display for Chinese Computer Sets the Chinese Virtual Keyboard to an English computer keyboard without number keys Cell Sets the Chinese Virtual Keybo...

Page 79: ...er to listen to the conference audio The captioner must receive all audio from the conference using one of these methods Attending one of the conferences sites Listening to the conference via the V500 web interface Listening to the conference via a speakerphone in the room at one of the sites Providing Closed Captions for Conferences Captions can be provided in any language that uses the Latin alp...

Page 80: ...next line after 59 characters 6 Press Enter to send the text to the sites in the conference Providing Captions Via a Telnet Session Closed captioners can provide captions from inside the conference room or from a remote location by entering captions via a Telnet session as shown in the following diagram To supply closed captions for a conference using a Telnet session 1 On a computer open a comman...

Page 81: ...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 Print out copies to hand out in training classes post it on your Intranet or email it to everyone in your organization who meets via video Screen Help The home and Directory screens have context spe...

Page 82: ...Administrator s Guide for the V500 System 4 32 ...

Page 83: ... Management System application to be installed on your network SNMP requires network management software on your network management station Using the V500 Web Interface You can use the V500 web interface to perform most of the calling and configuration tasks you can perform on the local system Accessing the V500 Web Interface To configure your browser to use the V500 web interface 1 Be sure that y...

Page 84: ...500 system to monitor a call or the room where the system is installed For security reasons this feature can only be enabled on the local system by an administrator To enable room and call monitoring 1 Go to System Admin Settings General Settings Security 2 Select and enable Allow Video Display on Web to allow the room or call to be viewed remotely To view a room or call 1 On a computer open a web...

Page 85: ...up Admin Settings General Settings System Settings 4 Enter the localized system name in the appropriate language field Implementing Basic Mode with the V500 Web Interface Basic Mode is a limited operating mode that uses H 261 for video and G 711 for audio It provides administrators with a workaround for interoperability issues that cannot be solved using other methods The Basic Mode setting stays ...

Page 86: ...ore a profile 1 On a computer open a web browser 2 In the browser address line enter the system s IP address for example http 10 11 12 13 to go to the V500 web interface 3 Go to System Setup Utilities Profile Center 4 Click V500 PC to download the csv file from the V500 system 5 Save the file to a location on your computer To upload a profile 1 Reset the V500 system to restore default settings 2 O...

Page 87: ...he V500 web interface 3 Go to System Setup Utilities Import Directory 4 Click V500 PC to download the csv file from the V500 system 5 Save the file to a location on your computer To upload V500 system directory entries 1 On a computer open a web browser 2 In the browser address line enter the system s IP address for example http 10 11 12 13 to go to the V500 web interface 3 Go to System Setup Util...

Page 88: ... 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 System s Call...

Page 89: ...f 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 configure Global Management System contact information 1 Go to System Admin Settings Global Services My Information 2 Enter the contact information for the Global Management System administrator for technical support The followin...

Page 90: ...plays the telephone number you entered for Tech Support on the My Information screen 1 From the Place A Call screen press on the remote 2 Select Support and press on the remote The V500 system sends your information to the Global Management System administrator The Global Management System administrator opens the alert message containing your telephone number Global Management System sends a messa...

Page 91: ...video call connects or disconnects Downloading MIBs In order to allow your SNMP management console application to resolve SNMP traps and display human readable text descriptions for those traps you need to install Polycom MIBs Management Information Bases on the computer you intend to use as your network management station The MIBs are available for download from the V500 web interface To download...

Page 92: ... 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 Description Specifie...

Page 93: ... Summary screen provides details about the calls placed by the system 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 four times View Call Summary during a call by pressing Help on the remo...

Page 94: ...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 details and call type ...

Page 95: ...ics screen shows statistics for content shared during a call This screen does not display transmit statistics for People Content IP To view the Content Statistics screen Go to System Diagnostics Call Statistics and then select three times View Content Statistics during a call by pressing Help on the remote control Recent Calls When the Call Detail Report setting is enabled Recent Calls shows a lis...

Page 96: ...DR When enabled the Call Detail Report CDR provides the system s call history You can view the CDR from the V500 web interface and you can download the data in CSV format for sorting and formatting CSV Comma Separated Value files can be imported into spreadsheet and database programs Every call that connects is added to the CDR whether it is a call that you make or that you receive If a call does ...

Page 97: ...ress For incoming calls The caller ID information from the first number received from a far site Call Field Number 2 If applicable for call For outgoing calls The number dialed from the second call field not necessarily the transport address For incoming calls The caller ID information from the second number received from a far site Transport Type The type of call Either H 320 ISDN or H 323 IP Cal...

Page 98: ... number of errors during an H 320 call Average Percent of Packet Loss Tx The combined average of the percentage of both audio and video packets transmitted that were lost during the 5 seconds preceding the moment at which a sample was taken This value does not report a cumulative average for the entire H 323 call However it does report an average of the sampled values Average Percent of Packet Los...

Page 99: ... based on round trip delay calculated from sample tests done once per minute Maximum Latency Tx The maximum latency for packets transmitted during an H 323 call based on round trip delay calculated from sample tests done once per minute Maximum Latency Rx The maximum latency for packets received during an H 323 call based on round trip delay calculated from sample tests done once per minute Averag...

Page 100: ...Administrator s Guide for the V500 System 6 8 ...

Page 101: ...o you may want to send a message to the V500 system Only the near site can see the message it is not broadcast to the far site in the call To send a message via the V500 web interface 1 On a computer open a web browser 2 In the browser address line enter the system s IP address for example http 10 11 12 13 to go to the V500 web interface 3 Click System Setup 4 Enter admin as the user name and the ...

Page 102: ...On a computer open a web browser 2 In the browser address line enter the system s IP address for example http 10 11 12 13 to go to the V500 web interface 3 Click System Setup 4 Enter admin as the user name and the admin password if a password has been established 5 Click Diagnostics The following diagnostic screens and tools are available This choice Presents this information or capability Admin S...

Page 103: ...annel Selecting a channel call progress indicator displays its ISDN number On the Diagnostics screen select Call Statistics For more information about this screen see Call Status on page 6 3 Not available For more information about this screen see Call Status on page 6 3 Call Statistics screen Displays call speed audio and video protocols annexes and error count for the call in progress 1 On the D...

Page 104: ... Network Near End Loop 2 Click Near End Loop to start the test 3 Click Near End Loop again to end the test PING test Tests whether the system can establish contact with a far site IP address that you specify 1 On the Diagnostics screen select Network PING 2 Enter the IP address that you wish to test 3 Select Start If the test is successful the V500 system displays a message indicating that the IP ...

Page 105: ... Speaker Test 2 Select the Speaker Test icon 3 Press any button on the remote control to stop the test If you are in a call the far site will also hear the tone 1 Select Diagnostics Audio Speaker Test 2 Click the Speaker Test icon 3 Click the Speaker Test icon 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 t...

Page 106: ...or delete the directory stored on the system 1 On the Diagnostics screen select Reset System 2 Enter the system s serial number 3 If you wish to restore the original factory settings select Delete System Settings This deletes the system passwords 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 Rep...

Page 107: ...plugging 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 contact your Polycom reseller for an RMA to return the system or the defective part The system starts in the software update screen The system software is c...

Page 108: ... works properly Make sure the transparent protective strip has been removed from the infrared sensor on the front of the system Make sure you are pointing the remote control at the infrared sensor on the front of the system the black semicircle located to the right of the camera The monitor screen remains blank when you pick up the remote control The monitor s power cord is not plugged in Connect ...

Page 109: ...t password is the system s serial number Cannot access the system remotely The system does not allow remote access On the system go to Admin Settings General Settings Security and enable web access The system or your computer is not connected to the LAN Check the LAN cable to the LAN port on the rear of the system Check the LAN cable to your computer The LAN cable to the system or to your computer...

Page 110: ...tics Network PING to determine whether the far site is accessible to your system If the test fails the far site system is unavailable The system is not configured correctly for the network Check your IP configuration The IP Gateway Gatekeeper is not operating or is not configured correctly Contact the gatekeeper gateway administrator Calls do not connect Use the PING test System Diagnostics Networ...

Page 111: ... T connection The system was not able to auto detect SPIDs or the SPID numbers are entered incorrectly Note The AT T point to point protocol does not require SPIDs Select the Clear icon on the Auto Detect SPIDs page and then select the Start icon to automatically detect the new SPIDs Make sure your ISDN numbers are entered correctly Check with your ISDN service provider and enter the SPIDs and swi...

Page 112: ...yption 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 Being able to dial non bonded...

Page 113: ...ugh they can see and hear you The system is configured for use with a NAT but is not behind a NAT Go to Admin Settings Network IP Firewall and ensure that NAT Configuration is Off The people at the far site cannot see you The privacy shutter is closed Open the privacy shutter Video is in black and white The monitor cable is not connected properly Verify that the monitor is connected correctly acco...

Page 114: ...is receiving video that includes a large amount of motion A background with less motion provides 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 possibly at a lower network speed Only one 64 Kbps channel is connecting in your call Check the ISDN number of the far site Ask the...

Page 115: ...ystem Admin Settings Network ISDN Change the ISDN Voice Algorithm selection aLaw or uLaw The monitor s audio inputs are not connected properly Check audio output using the Speaker Test screen under Diagnostics Audio You should hear a 400 Hz tone Ask someone at the far site to speak into the microphone and check the Far Site Audio meter on the Audio Meter screen under Diagnostics Audio to determine...

Page 116: ...ear 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 Audio Settings screen clear the Enable Internal Ringer option Audio sounds raspy in ISDN calls ISDN voice algorithm is incorrect Go to System Admin Settings Network ISDN Change the ISDN Voice Algorithm selection aLaw or uLaw You can hear yourself o...

Page 117: ...a static IP address The system is partially or incorrectly configured for firewall NAT operation Go to System Admin Settings Network IP Firewall and verify the NAT WAN Public Address setting The system displays a message stating that there are too many global directory entries The system s global directory display is limited to 4000 entries 1 Go to System Information System Status highlight Global...

Page 118: ...nformation Information about your network Troubleshooting steps you have already tried 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 V500 system It means When the BRI network interface It means Indicators are off One of the following No power to the system The system is not connecte...

Page 119: ...k equipment for video conferencing The following table shows H 323 port usage Port Function 80 Static TCP HTTP interface optional 389 Static TCP ILS registration LDAP 1503 Static TCP T 120 1718 Static TCP Gatekeeper discovery must be bidirectional 1719 Static TCP Gatekeeper RAS must be bidirectional 1720 Static TCP H 323 call setup must be bidirectional 1731 Static TCP Audio call control must be b...

Page 120: ... to Fixed Ports on Polycom systems 1024 65535 Dynamic UDP RTP audio data Can be set to Fixed Ports on Polycom systems 1024 65535 Dynamic UDP RTCP control information Can be set to Fixed Ports on Polycom systems Port Function Port Function 21 FTP Software upgrades and Global Management System provisioning 23 Telnet For diagnostics 24 FTP API control ...

Page 121: ...ow the system obtains an IP address or changing the address that you have entered manually DNS Servers Default Gateway Subnet Mask WINS Server LAN Speed Duplex Mode Changing any setting under Enable Remote Access on the Security screen FTP Web Telnet SNMP Changing the Web Access Port on the Security screen Changing any setting on the SNMP screen Enable SNMP Community Contact Name Location Name Sys...

Page 122: ...N cable Orange RJ 45 2457 08343 001 12 ft 3 6 m Maximum approved length 100 ft 30 m Composite video cable Triple RCA with S video 2457 08674 001 6 ft 1 8m MOLDED STRAIN RELIEF BOTH ENDS CONN RJ 45 x2 NOTES 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 ...

Page 123: ...ch the messages that you see Code Cause Definition 1 Unassigned number The switch received the sent ISDN number in the correct format but no destination equipment uses the number 2 No route to specified transit network The ISDN exchange does not recognize the intermediate network through which to route the call 3 No route to destination The intermediate network through which the call is routed doe...

Page 124: ... message may return an alternate address assigned to the called equipment 26 Non selected user clearing The destination is capable of accepting the call but did not assign it to the user 27 Destination out of order A signaling message cannot be delivered because the interface is not functioning correctly and the destination cannot be reached This condition might be temporary for example remote equ...

Page 125: ...ary service but is not subscribed to it 57 Bearer capability not authorized The caller has requested a bearer capability that the network can provide but the user is not authorized to use This may be a subscription problem 58 Bearer capability not presently available The network normally provides the requested bearer capability but cannot provide it now This may be a temporary network problem or a...

Page 126: ...will be resolved by successive call retries 86 Call having requested call identity has been cleared The network received a call resume request containing a call identity information element for a call that was cleared while suspended either by timeout or by the remote user 88 Incompatible destination Indicates that an attempt was made to connect to non ISDN equipment such as an analog line 91 Inva...

Page 127: ... 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 Protocol error unspecified An unspecified D channel error when no other standard cause applies 127 Interworking unspecified...

Page 128: ...Administrator s Guide for the V500 System Appendix 10 ...

Page 129: ...he liquid first to a static free cloth Do not immerse the system in any liquid or place any liquids on it Do not disassemble this system To reduce the risk of shock and to maintain the warranty on the system a qualified technician must perform service or repair work Connect this appliance to a grounded outlet Only connect the system to surge protected power outlets Keep ventilation openings free o...

Page 130: ...remove or destroy any copyright patent trademark or other proprietary mark or notice on Computer Equipment and shall reproduce any such marks on any copies of Subject Programs that it makes hereunder You shall not and shall not allow any third party to 1 decompile disassemble or otherwise reverse engineer or attempt to reconstruct or discover any source code or underlying ideas or algorithms of th...

Page 131: ...s and services menu or call 1 800 765 9266 outside the US call 1 408 526 9000 or your local Polycom Office as listed on the Polycom Web site LIMITATION OF LIABILITY TO THE FULL EXTENT ALLOWED BY LAW POLYCOM EXCLUDES FOR ITSELF AND ITS SUPPLIERS ANY LIABILITY WHETHER BASED IN CONTRACT OR TORT INCLUDING NEGLIGENCE FOR INCIDENTAL CONSEQUENTIAL INDIRECT SPECIAL OR PUNITIVE DAMAGES OF ANY KIND OR FOR L...

Page 132: ...ules This equipment complies with part 68 of the FCC rules and the rules adopted by the ACTA On the Network Interface Module of this equipment is a label that contains among other information a product identifier in the format US AAAEQ TXXX If requested this number must be provided to the telephone company This equipment may not be used on a coin service or party line If you experience trouble wit...

Page 133: ...e user to disconnect the equipment Users should ensure for their 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 elect...

Page 134: ...klaring van overeenstemming Hierbij verklaart Polycom Ltd dat 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 Po...

Page 135: ...uctions 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 Regulatory Notices ...

Page 136: ...Administrator s Guide for the V500 System Regulatory Notices 8 ...

Page 137: ... setting 3 32 answering calls automatically 4 16 answering mode 4 17 Area Code setting 3 19 3 26 Area Code Required setting 4 19 aspect ratio 4 3 audio configuring 4 9 testing 7 5 troubleshooting 7 15 volume 4 9 Audio Meter screen 7 5 7 15 Authentication PIN setting 3 17 Auto Adjust for Daylight Saving Time setting 4 20 Auto BRI Configuration setting 3 25 Auto Answer Point to Point setting 4 16 au...

Page 138: ... speed 6 2 Call Statistics screen 7 3 Call Status screen 7 3 Call Summary screen 7 3 call type allowing users to specify 4 22 call type in Call Statistics 6 2 calling through a network router 3 6 within an intranet 3 5 calls IP allowing 3 15 recent 6 3 type 4 22 Camera Brightness setting 4 2 camera settings 4 2 cause codes Q 850 Appendix 5 checking system status 3 33 Chinese Virtual Keyboard setti...

Page 139: ...dialing rules 3 32 DiffServ 3 23 Direct Inward Dial setting 3 19 directory allowing access 4 22 allowing changes 4 13 4 18 configuring settings 4 18 confirming changes 4 18 managing with V500 web interface 5 5 server 3 31 Directory setting 4 22 Directory Numbers setting 3 26 Display Contacts setting 3 22 Display Global Addresses setting 3 31 Display H 323 Extension setting 3 16 Display Icons in a ...

Page 140: ... G gatekeeper 3 15 alternate 3 17 configuring system to use 3 16 name 3 16 specifying 3 16 Gatekeeper IP Address setting 3 17 gateway 3 15 default 3 3 placing call 3 16 specifying 3 19 Gateway Number Type setting 3 19 generating DTMF tones 4 28 Global Address Book see Global Directory Global Directory configuring 3 31 copying to local system 3 31 displaying addresses 3 12 displaying names 3 31 pas...

Page 141: ... IP or ISDN Information setting 4 22 IP precedence 3 23 ISDN allowing ISDN calls 3 27 configuring network connection 3 24 configuring network interface 3 25 connecting 2 3 dialing rules 3 32 enabling ISDN line 3 26 numbers displaying 4 22 preparing network 3 24 Q 850 cause codes Appendix 5 SPIDs 3 26 switch protocol 3 26 troubleshooting 7 11 7 12 voice over 3 27 ISDN calls allowing 3 25 ISDN calls...

Page 142: ...nfiguring 4 3 connecting 2 2 troubleshooting 7 8 7 13 video format specifying 4 3 Monitor setting 4 3 monitor cable 1 2 monitor cable drawing Appendix 5 monitors brightness adjustment 4 6 burn in prevention 4 6 configuring 4 6 sharpness setting 4 6 Mute Auto Answer Calls setting 4 10 muting auto answer calls 4 10 My Contacts list 4 23 N name displaying in directory 3 31 far site system 4 17 H 323 ...

Page 143: ...t call answer mode 4 17 port forwarding configuring with router 3 7 description 3 6 ports to open 3 7 ports fixed 3 11 port usage table Appendix 1 SIP proxy server 3 20 SIP registrar server 3 20 TCP 3 7 3 11 UDP 3 7 3 11 ports to open for calls through a router 3 7 power resetting system 7 6 troubleshooting 7 7 Power Frequency setting 4 2 power supply illustration 1 2 preferences call 3 27 Preferr...

Page 144: ...aver Wait Time setting 4 27 Screen Saver web interface 4 26 screens blank troubleshooting 7 13 diagnostic 7 2 diagram of system 4 12 system quick reference 7 2 security controlling remote access 4 15 home screen settings 4 22 NATs 3 6 room monitoring 5 2 router firewalls 3 6 setting options 4 14 System screen access 4 22 systems outside firewall 3 5 3 14 using a DMZ 3 14 when connecting with a mod...

Page 145: ...m administrator 5 7 5 8 Telnet access controlling 4 15 using for closed captions 4 30 test calls 3 32 tests audio meter 7 5 color bar 4 6 7 5 near end loop 7 4 ping 7 4 speaker 7 5 trace route 7 4 time daylight saving 4 20 displaying 4 22 displaying call length 4 16 elapsed displaying 4 19 maximum call duration 4 16 setting 4 19 zone 4 20 Time Difference from GMT setting 4 20 Time Format setting 4...

Page 146: ...message 7 1 viewing Call Detail Report 6 4 7 2 VGA resolution for People Content IP 4 7 video brightness adjustment 4 6 color balance adjustment 4 6 configuring 4 1 diagnostics 7 5 eliminating flicker 4 2 sharpness adjustment 4 6 troubleshooting 7 13 7 14 video cable drawing Appendix 5 video error concealment 3 23 video format monitor 4 3 virtual DMZ 3 14 voice over ISDN enabling 3 27 voice mail m...

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