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Troubleshooting

Your administrator is available to assist you when you encounter difficulties. If you are having problems
making a call, however, try the troubleshooting tips below first.

Make a Test Call

To troubleshoot any issues making video calls, call a Polycom video site to test your setup. A list of

worldwide test numbers is available at

www.polycom.com/videotest

.

When placing test calls, try the following:

• Make sure the number you dialed is correct, then try the call again. For example, you might need to

dial 9 for an outside line or include a long distance access or country code.

• To find out if the problem exists in your system, ask the person you were trying to reach to call you

instead.

• Find out if the system you are calling is powered on and is functioning properly.
• If you can make calls but not receive them, make sure that your system is configured with the

correct number.

If you are not able to make test calls successfully and you have verified that the equipment is installed

and set up correctly, contact your administrator for further assistance.

Upload a Log File

In a Microsoft Skype for Business environment, you can upload the RealPresence Group Series log file

for the Skype for Business administrator using the RealPresence Touch device.

Procedure

1.

From the Home screen, tap

Settings > System Information > Room System

.

2.

Tap

Upload Logs

. The logs are uploaded to the Skype for Business server.

View Device Details for the RealPresence Touch

You can view certain device details to perform troubleshooting tests to provide information for your

administrator.

Procedure

1.

From the Home screen, tap

Settings

. The

System Information

screen displays.

2.

Under

Device Connection Status

, tap the device name. Device details are listed for your device.

View System Details and Connection Status

At times, you may need to view certain system details to perform troubleshooting tests to provide

information for your administrator.

Procedure

1.

From the Home screen, tap

Settings

.

2.

Under

Device Connection Status

, tap the room system that you want information on. System

details and connection status information is listed for the connected room system.

Using a Polycom

®

RealPresence Touch

™

Device with Skype for Business

Polycom, Inc.

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Содержание RealPresence Group

Страница 1: ...USER GUIDE 6 1 0 February 2017 3725 63715 010A Polycom RealPresence Group Series...

Страница 2: ...oduct or software at a charge not greater than the cost to Polycom of shipping or distributing the software to you To receive software information as well as the open source software code used in this...

Страница 3: ...Remote Control Battery 13 Wake a RealPresence Group Series System 13 Contacts 13 Contact Presence States 14 Browse the Directory 14 Search for Directory Contacts 14 Calling 15 Call by Entering a Name...

Страница 4: ...er Interface 40 Wake the System 40 Contacts 40 Contact Presence States 41 Browse the Directory 41 Search for Directory Contacts 41 Calling 41 Place an Audio only Call 41 Call by Entering a Name or Num...

Страница 5: ...65 Make a Test Call 65 System Information 65 View the Status of the EagleEye Director II Camera System 66 Using a Polycom RealPresence Touch Device 67 Wake the System 67 Pair a Previously Paired RealP...

Страница 6: ...irector II Camera System from a RealPresence Touch Device 82 Using a Polycom RealPresence Touch Device with Skype for Business 83 Wake the System 83 Pair a Previously Paired RealPresence Touch Device...

Страница 7: ...Answer a Call 100 Hold a Call and Place a Call 100 Switch Between Calls 100 Resume a Call 100 End a Call 101 Conference Calls 101 Microsoft Skype for Business Meetings 102 Sharing Content 104 Content...

Страница 8: ...a Connected SoundStation IP 7000 116 Place a Call 116 Place a Conference Call 117 Control Volume with a Connected SoundStation IP 7000 Conference Phone 117 Mute the Microphone 117 End a Call 117 Disp...

Страница 9: ...device These tasks include using the remote controls making video conference calls to one or several endpoints adjusting cameras and audio showing content recording calls and more Get Help For more i...

Страница 10: ...ssion forums to share ideas and solve problems with your colleagues To register with the Polycom Community simply create a Polycom online account When logged in you can access Polycom support personne...

Страница 11: ...available systems and bundles as well as the most recent feature descriptions refer to the Polycom RealPresence Group Series Release Notes available at support polycom com Note Your system administrat...

Страница 12: ...using the LED indicator light on the front of the device or in the text field display on the front of the system For more information about what the colors of the indicator lights mean contact your a...

Страница 13: ...calls adjusting the volume controlling the camera navigating screens and more RealPresence Group Series systems and Polycom EagleEye cameras and camera systems have infrared receivers that enable you...

Страница 14: ...lt the camera 8 Delete letters or numbers or go back to a previous screen 9 Display the Menu screen 10 Return to the Home screen 11 Place or answer a call or power on the system 12 End and reject a ca...

Страница 15: ...into the remote control Recharge the Battery RealPresence Group 300 310 500 and 700 Systems Wake a RealPresence Group Series System After a certain amount of time with no activity the RealPresence Gro...

Страница 16: ...ystem is registered with a Global Directory Server you can search for information about other active sites that are registered with the same Global Directory Server The global directory contains addre...

Страница 17: ...board is connected to the system After you unplug the USB keyboard the Keyboard icon displays Depending on the capabilities of your system and the system you are calling the dialing information you en...

Страница 18: ...e Place a Call screen Keypad use the remote to navigate to the video audio slider 3 Press the Select button to switch from video to audio 4 Enter a telephone number then press on the remote Answer a C...

Страница 19: ...a Call and Place a Call You can place your current call on hold and place a call to another contact Procedure 1 Press on the remote control 2 Place the call using your preferred method Switch Between...

Страница 20: ...then add additional participants and sites Procedure 1 Call the first site 2 After the call connects press on the remote control to open the dialing keypad 3 Place a call to the next site 4 Repeat th...

Страница 21: ...end the call that was on hold the longest and add an incoming call to the conference Procedure Select Hang Up Accept The oldest held call is ended and the incoming call is added to the conference Han...

Страница 22: ...kype for Business Meetings If your system is deployed in a Microsoft environment you can participate in meetings that are hosted by Microsoft audio and video servers RealPresence Group Series systems...

Страница 23: ...ling your system with the remote control the touch interface or a Polycom touch device You can share the following types of content Any information stored on a computer connected to a RealPresence Gro...

Страница 24: ...re is not enabled 3 5 mm audio input is heard by both the near end and far end conference site participants during active calls For more information about 3 5mm audio input contact your administrator...

Страница 25: ...olycom People Content IP scales images to 1024x768 or 1280x720 Note For a computer connected directly to the RealPresence Group Series system Polycom recommends using the Send Computer button or Conte...

Страница 26: ...2015 remote desktop RDP clients during active calls when content is initiated from the Microsoft clients Be aware that you cannot share content including content shared through People Content IP or V...

Страница 27: ...t or on a DVD or DVR player using monitor 3 RealPresence Media Suite Recording Methods RealPresence Media Suite is an enterprise recording streaming and video content management solution With the Real...

Страница 28: ...If the room system and solution are registered to a SIP server dial the RealPresence Media Suite SIP address CS123 VRR For H 323 calls use one of the following RealPresence Media Suite IP VRR number...

Страница 29: ...6 Dial in to RealPresence Media Suite to Record Calls You can use the remote control to dial into RealPresence Media Suite and activate the TVUI When you establish a connection to a RealPresence Medi...

Страница 30: ...ou can only start a recording in a point to point call and only one participant can start a recording during a call If you start a recording during a conference call or more than one participant start...

Страница 31: ...on your RealPresence Group system to the HDMI input on your laptop or tablet 3 Power on your RealPresence Group 700 system 4 On the laptop or tablet use a recording application to record the call The...

Страница 32: ...ss levels This feature does not affect the way content is displayed Note Because backlight controls adjust the main built in camera these controls do not make content displayed from a computer display...

Страница 33: ...f calls in which the system participates Caution The default setting is to not allow video display on the web Be sure to verify whether your system administrator wants the setting to be changed Proced...

Страница 34: ...eight way multipoint calling depending on your system configuration When you share content one monitor is used for content and one for people The configuration varies depending on whether your admini...

Страница 35: ...e The indicators on the microphone are red when your audio is muted and the muted icon also displays on the monitor Unmute the Microphone You can resume your microphone audio after muting it in order...

Страница 36: ...to the system Procedure Insert the headset USB cable into an available USB port on the system Connect a Wireless USB Headset You can pair and connect a wireless headset to the system using a USB adapt...

Страница 37: ...end that has a current speaker 2 Press the navigation buttons on the remote control to move the camera up down left or right 3 On the remote control press to zoom out or to zoom in Switch Between Came...

Страница 38: ...l Presets enable you to quickly point a camera at pre defined locations in a room and select a video source such as a document camera or an auxiliary camera Presets remain in effect until you change t...

Страница 39: ...p down left or right 4 To store a preset position press and hold a number from 0 to 9 for five seconds Any existing preset stored at the number you entered is replaced Move the Camera to a Stored Pres...

Страница 40: ...fected Procedure 1 Navigate to Settings User Settings Meetings 2 Select Mute Auto Answer Calls After a call connects press on the remote control when you re ready to unmute the microphones When a call...

Страница 41: ...D 5 Verbally verify that the check code is the same at both sites 6 Do one of the following If the codes match the call is secure Proceed with the call If the codes do not match the call might be comp...

Страница 42: ...d to the directory are accessible to everyone at your site who uses the system Users at other sites cannot access the contacts on your system When a contact is listed in the directory of your system t...

Страница 43: ...sired contact Search for Directory Contacts You can perform a directory search to find contacts to call who are not in your Favorites or Contacts list Procedure 1 Tap Place a Call then Contacts 2 Sele...

Страница 44: ...contact s information using the onscreen numeric keyboard or tap the Onscreen Keyboard and enter your contact s information 3 Tap Call from the Contacts Screen If your system administrator has added...

Страница 45: ...all you can choose to place the current call on hold or hang up the current call and answer the incoming call Procedure Do one of the following Tap Hold Accept Tap Hang Up Accept Decline a Call If you...

Страница 46: ...st three different endpoints or sites All endpoints or sites can participate in conference calls when using a bridge such as the RealPresence Collaboration Server 800s to host the conference call The...

Страница 47: ...ll tap Add to Call on the incoming call notification Hold a Conference Call You can place a conference call on hold to answer an incoming call or place a call to another contact You cannot hold an ind...

Страница 48: ...et a Meeting Password You can set up a meeting password for a multipoint call to control who is allowed to enter the call Procedure 1 Tap to open the Quick Access menu then tap Settings User Settings...

Страница 49: ...ence a brief audio or video pause You can add participants to the call using the keypad or select participants from the Contacts Speed Dials or Recent contacts Procedure 1 From the Call screen tap to...

Страница 50: ...a time and you can switch to a different type of content or people video source as needed Participants at other sites can also show content or people video sources but only one site can share content...

Страница 51: ...1024 x 768 60 70 75 85 1280 x 720 50 60 1280 x 768 60 1280 x 1024 60 75 1600 x 1200 60 1680 x 1050 60 1920 x 1080 60 1920 x 1200 60 Sharing Content from a Laptop Before you prepare to show content mak...

Страница 52: ...provides video only content No audio is shared Polycom People Content IP supports any computer desktop resolution with color set to 16 bit or higher Your computer resolution can be set to anything bu...

Страница 53: ...een monitors You can use the VisualBoard application in a call and out of a call When using a touchscreen monitor you can annotate content using your finger a stylus or a connected USB mouse Refer to...

Страница 54: ...us annotation or erase all annotations at one time When you erase an annotation you cannot undo the deletion Procedure Do one of the following Tap to undo the last annotation made Tap and hold to undo...

Страница 55: ...a USB mouse to the system 2 If you want to use applications programs or files that require keyboard functions connect a USB keyboard to the system 3 On your system select the Control Remote checkbox...

Страница 56: ...esence Media Suite is enabled for a room system recording controls display on the room system and you can start pause and stop a recording from the room system Dial RealPresence Media Suite directly Y...

Страница 57: ...lPresence Media Suite IP VRR number RealPresence Media Suite E 164 prefix VRR number If the RealPresence Media Suite IP is 11 12 13 14 and the VRR number is 4096 dial 11 12 13 14 4096 If the RealPrese...

Страница 58: ...n only start a recording in a point to point call and only one participant can start a recording during a call If you start a recording during a conference call or more than one participant starts a r...

Страница 59: ...ing a call make sure to stop the recording Procedure 1 Tap to open the Quick Access menu then tap More Touch Tones 2 Enter 3 on the onscreen dial pad Playback a Recording You have immediate access to...

Страница 60: ...system is set up by your administrator you might be able to customize user and administrator settings on the system including the language time zone LAN settings and security settings If you have any...

Страница 61: ...ideo to Yes Configure Automatic Self View Control If your administrator has allowed you access to set Automatic Self View Control you can configure this setting so that other users can display or hide...

Страница 62: ...tic self view is not enabled you can turn off Self View when you do not want to view your video stream Procedure 1 Tap to open the Quick Access menu 2 Tap Self View Off Start Sending Video If your nea...

Страница 63: ...images from multiple sites are automatically combined on one monitor or a combination of both The default mode is Discussion however your administrator may have set any of the following modes as the d...

Страница 64: ...he far end to control the far end camera if enabled by the administrator Keep the following camera control information in mind when using Self View When in a call selecting near camera control pans an...

Страница 65: ...hen progressively dim Procedure 1 Tap to open the Quick Access menu then tap Settings User Settings Meetings 2 Tap Mute Auto Answer Calls 3 After the call connects tap Unmute when you re ready to unmu...

Страница 66: ...ir padlock icons verbally at the beginning of a call Verify Encryption Check Code To provide extra security for encrypted H 323 calls the system provides an encryption check code Participants in a cal...

Страница 67: ...ry the troubleshooting tips below first Make a Test Call To troubleshoot any issues making video calls call a Polycom video site to test your setup A list of worldwide test numbers is available at www...

Страница 68: ...local interface Procedure Tap to open the Quick Access menu then tap Settings System Information Information System Detail Locate Active Alert Messages You can view the active alert messages on the l...

Страница 69: ...n Your administrator powers on configures and pairs the RealPresence Touch device with the system For help with the touch device contact your administrator Wake the System After the RealPresence Touch...

Страница 70: ...the capabilities of your system and the system you are calling the dialing information you enter could be similar to one of the following examples IPv4 address 10 11 12 13 H 323 or SIP extension 2555...

Страница 71: ...nly calls you can place an audio only call using the RealPresence Touch device Keep in mind the following when placing audio only calls You can place audio and video calls in any order at any time dur...

Страница 72: ...cipant on hold 2 Tap Menu Place a Call 3 Place the call using your preferred method Switch Between Calls You can easily switch between two calls using the RealPresence Touch Procedure 1 When one call...

Страница 73: ...ore Add Recent Calls tap a recent contact in the list A check mark displays for selected contacts 3 Repeat the above step until you have selected all of the recent contacts to add to the conference 4...

Страница 74: ...ce call Procedure 1 From any screen tap Menu Active Call 2 Select a participant tap More Remove Hang Up All Calls in a Conference Call You can hang up all calls connected to a conference call Procedur...

Страница 75: ...Tap Done then tap Save After the password is confirmed you are returned to the Home screen View Scheduled Meetings on the Calendar You can view meetings on your calendar on the RealPresence Touch Proc...

Страница 76: ...ce Group Series system or Polycom touch device Images on a USB drive connected to the system Content sent from the Polycom People Content IP application which is installed on a computer and connected...

Страница 77: ...Content Content on your computer is now showing on the connected room system monitor Stop Sharing Content from People Content IP After sharing content from a connected computer you can choose to stop...

Страница 78: ...ng the language time zone LAN settings and security settings If you have any questions about changing these settings contact your administrator Audio Adjustments You can control several audio settings...

Страница 79: ...call your only layout screen option is PIP Layout The Participant Layout screen is not available Control the Brightness You can control the brightness of your screen using the RealPresence Touch Proce...

Страница 80: ...ways Select and Adjust a Camera You can select and adjust a near end or far end camera using the RealPresence Touch Procedure 1 On any screen tap Camera 2 Do one of the following If you are in a call...

Страница 81: ...f the near site Procedure 1 From any screen tap Menu then tap Settings and scroll to Camera 2 Ensure that Far Control of Near Camera is turned off Camera Presets in Single Camera Mode In Single Camera...

Страница 82: ...d holding one of the presets The new position displays immediately You can optionally enter a label 4 To close the Presets screen then tap the X icon Select a Stored Preset in Single Camera Mode In Si...

Страница 83: ...h device View System Details and Connection Status for a Room System At times you need to view certain system details to perform troubleshooting tests to provide information for your administrator Pro...

Страница 84: ...t information View the System Status of the EagleEye Director II Camera System from a RealPresence Touch Device You can view the system status of an EagleEye Director II camera system from the RealPre...

Страница 85: ...icon Your administrator powers on configures and pairs the RealPresence Touch device with the system For help with the touch device contact your administrator Wake the System After the RealPresence T...

Страница 86: ...u are busy and do not want to accept an incoming call you can decline the call Procedure Tap Decline Accept or Decline Incoming Calls Forwarded from a Contact When a call is forwarded to the system fr...

Страница 87: ...re content with the far end You can only receive content from video participants or participants sharing content from the Skype for Business client Procedure 1 From the Home screen tap New Meeting 2 T...

Страница 88: ...or the current day display Procedure Go to the Home screen Join a Scheduled Meeting You can easily join a meeting on your calendar Procedure 1 On the Home screen locate the meeting you want to join 2...

Страница 89: ...3 and Skype for Business 2015 remote desktop RDP clients during active calls when content is initiated from the Microsoft clients Be aware that you cannot share content including content shared throug...

Страница 90: ...r before you can use it to show content Note If the room system is paired with a Polycom touch device you do not need to install the application onto your computer After you connect your computer to t...

Страница 91: ...nistrator Set the System to Answer Video Calls Automatically If your administrator allows access to User Settings you can specify whether to answer video calls automatically Procedure 1 From the Home...

Страница 92: ...ettings and then User Settings 2 To turn Auto Adjust off touch and drag the slider to the left 3 After Auto Adjust is turned off you can manually touch and drag the Brightness slider to the left for l...

Страница 93: ...other call participants Accept or Decline a Video Stream Request If you are hosting a call with audio and video participants you can accept or decline audio participants requests to start streaming vi...

Страница 94: ...eature is enabled a participant at the far site can control the framing and angle of the camera for the best view of the near site Procedure 1 From the Home screen tap Settings then User Settings 2 Sc...

Страница 95: ...he local camera without changing the layout When out of a call selecting camera control changes the Self View to full screen Incoming calls override the full screen Self View layout Store a Camera Pre...

Страница 96: ...contact your administrator for further assistance Upload a Log File In a Microsoft Skype for Business environment you can upload the RealPresence Group Series log file for the Skype for Business admin...

Страница 97: ...information about a specific stream tap More Information 4 To close tap outside the More Information screen Locate Company Contact Information If your administrator has configured the RealPresence Tou...

Страница 98: ...Control has a touch screen that allows you to control a RealPresence Group system You can use the RealPresence Group Series to place calls adjust the volume control the camera show content and select...

Страница 99: ...t pair the touch device with a RealPresence Group Series system After the devices are successfully paired the remote control no longer has control of the system Procedure 1 Power on the Polycom Touch...

Страница 100: ...Control When the IP connection is restored the virtual remote control is no longer available Disconnect a Polycom Touch Control Device from a RealPresence Group Series The connection pairing with the...

Страница 101: ...can view your favorites and search for contacts registered to the same Global Directory Server Procedure 1 From the Home screen touch Favorites 2 Touch an entry to place the call To see more details...

Страница 102: ...a Call When you receive an incoming call while you are in an active call you can place the active call on hold and accept the incoming call Procedure Touch Hold Answer Hold a Call and Place a Call Yo...

Страница 103: ...Place a Conference Call by Adding Participants To start a new conference call you need to start with the first participant or site and then add others Procedure 1 Call the first site 2 After the call...

Страница 104: ...Meeting Password field by using the on screen keypad Enter a Meeting Password Before you can join a conference call you might be prompted to enter a meeting password Procedure If a prompt appears on t...

Страница 105: ...to add the contact to the list of conference participants Touch Directory then select the contacts you want to include in the list of participants If you select a group the group expands and you can...

Страница 106: ...ies system Content from the Polycom VisualBoard application Content sent using the SmartPairing feature in the Polycom RealPresence Desktop or RealPresence Mobile applications You can share one conten...

Страница 107: ...w content check that the computer video output is configured to use one of these supported resolutions and refresh rates For best video quality use refresh rates of 60 Hz or less Resolution Refresh ra...

Страница 108: ...the Polycom Touch Control to stop showing the content you are sharing from a computer connected to a RealPresence Group system Procedure 1 From the Content screen of the Touch Control touch the comput...

Страница 109: ...ouch Control device can show content stored on a USB drive If another participant has People Content IP connected to the system to show content that content must be stopped before you can show content...

Страница 110: ...cess the annotation toolbar To draw red lines on content touch Touch to add yellow highlighting to areas of the content To white out areas of the content touch 2 After you select a tool touch and drag...

Страница 111: ...priate FEC key Settings Before or during calls you can adjust audio and video settings including adjusting the volume muting the microphone turning off the camera and changing the video layout Dependi...

Страница 112: ...s When you are in a call mute controls are available on the Call screen Adjust the Ring Tone and Alert Volume You can adjust the volume levels of the Polycom Touch Control ring tone and user alert ton...

Страница 113: ...tically If your system administrator has allowed access to user settings you can specify whether to answer video calls automatically or to have the system announce incoming video calls and wait for yo...

Страница 114: ...Select a Camera You can use the Polycom Touch Control to select and adjust the main camera or other near end or far end video sources You can adjust other auxiliary cameras or far end cameras that sup...

Страница 115: ...the Mute and Unmute buttons will again affect tracking After the call is complete the camera system returns to default settings EagleEye Director Procedure 1 On the Polycom Touch Control Home or Call...

Страница 116: ...ra Presets Become familiar with the stored camera presets to get the most out of your system Procedure 1 From the Home screen or Call screen touch Cameras 2 If you are in a call touch Near or Far to s...

Страница 117: ...3 Touch View Presets Icons for presets 0 9 are shown on the screen 4 Touch a number to go to a saved preset Using a Polycom Touch Control Device Polycom Inc 115...

Страница 118: ...nected SoundStation IP 7000 Use a connected SoundStation IP 7000 conference phone to answer incoming calls Procedure Press the Answer soft key on the conference phone Place a Call You can place a call...

Страница 119: ...ocedure Press and on the conference phone to adjust the volume of audio from the far end You can also adjust the volume using the volume buttons on the RealPresence Group Series remote control Mute th...

Страница 120: ...Content plays from the following input if that input is configured for Content RealPresence Group 310 system You can connect a camera to video input 2 RealPresence Group 500 system You can connect a...

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