Administrator’s Guide for the V500 System July 2004 Edition 3725-21743-003/A V500 Version 7.0 VideoVoiceDataWeb Connect. Any Way You Want.
Trademark Information Polycom® and the Polycom logo design are registered trademarks of Polycom, Inc. V500™, Global Management System™. Pro-Motion™, and Siren™ 14 are trademarks of Polycom, Inc. in the United States and various other countries. All other trademarks are the property of their respective owners. Patent Information The accompanying product is protected by one or more U.S. and foreign patents and patents pending held by Polycom, Inc. Polycom Siren™ 14 Stereo (patent pending).
About this Guide The Administrator’s Guide for the V500 System is for administrators of the V500 system who need to: ❑ Learn about and set up the system hardware ❑ Configure the system ❑ Customize the behavior and appearance of the system for easy and efficient use ❑ Obtain information about calls made by the system, and gather usage and performance data ❑ Troubleshoot any issues that occur with the system Other documents available for the V500 system include: ❑ Setting Up the System, which describes ho
Administrator’s Guide for the V500 System iv www.polycom.
Contents Chapter 1 - Introducing the V500 System Key Features .......................................................................................................................................... 1 - 2 Rich Conference Experience ......................................................................................................... 1 - 2 Enhanced User Experience ........................................................................................................... 1 - 2 Easy Installation .........
Administrator’s Guide for the V500 System Chapter 4 - Designing the User Experience Managing User Access to Settings and Features ............................................................................. 4 - 2 Setting the Admin Password ....................................................................................................... 4 - 2 Screens that Require the Admin Password for Access ............................................................ 4 - 3 Letting Users Customize the Workspace ....
Setting Up SNMP .................................................................................................................................. 5 - 8 Downloading MIBs ....................................................................................................................... 5 - 8 Configuring for SNMP Management ......................................................................................... 5 - 9 Chapter 6 - System Usage and Statistics Call Summary ..................................
Administrator’s Guide for the V500 System viii www.polycom.
1 Introducing the V500 System Your V500 video conferencing system is a state-of-the-art visual collaboration tool. With crisp, clean video and crystal-clear sound, your V500 system provides the essential tools your home or small business needs for video conferencing over broadband networks. © Polycom, Inc.
Administrator’s Guide for the V500 System Key Features Rich Conference Experience ❑ Best-in-class video algorithms — The H.264 video algorithm provides smooth, natural TV-like video. ❑ State-of-the-art audio quality — The V500 system offers Polycom Siren™ 14, a 14 kHz frequency response that delivers CD-quality sound. ❑ See more with single-monitor systems — Use Dual Monitor Emulation (split-screen viewing) to see more even when you only have room for one monitor.
Chapter 1 - Introducing the V500 System ❑ Many ways to use the directory — Find information in the directory using the method you find most convenient. • Assign entries to categories — Sort your directory by department or category. • Search by name — Quickly find people by entering the first, middle, or last name.
Administrator’s Guide for the V500 System ❑ Call Detail Reports — Access the system’s call history from the V500 web interface. You can download the data to a spreadsheet application for sorting and formatting. ❑ Remote diagnostics — Tools in the V500 web interface allow you to identify and correct issues that affect the video conferencing experience. ❑ SNMP reporting — The V500 system sends SNMP reports to indicate a total of 31 conditions. 1-4 www.polycom.
Chapter 1 - Introducing the V500 System Standard System Components This section describes the standard components that come with the V500 system. Two models of the V500 system are available — IP only, and IP with ISDN. Name Component Description V500 System The V500 system delivers high-quality, face-to-face video communication in a sleek package that includes the camera and microphone.
Administrator’s Guide for the V500 System Optional System Components To extend what you do with your V500 system, the following additional options are available. For information about ordering these options, please see your Polycom distributor. ❑ Single BRI network interface — Connect the system to use ISDN. ❑ Headphone — Listen privately by adding your own headphone using the 3.5 mm stereo mini jack. 1-6 www.polycom.
2 Setting Up Your System Hardware This chapter describes how to set up your system with the required components and optional equipment. If you need additional installation information, refer to the system setup document that was provided with your system. For optional components, you can also refer to the setup sheet that was shipped with the component. To obtain additional copies of any of these documents, refer to the documentation CD that came with the system or go to the Polycom web site, www.polycom.
Administrator’s Guide for the V500 System Standard System Set-up This section describes how to connect the components that are required for the basic system set-up. Procedures for connecting additional equipment are in the next section, Optional Equipment Set-up on page 2-6. Positioning the System The V500 system is designed for homes, home offices, or small offices. To position the system: >> Place the system on top of your monitor.
Chapter 2 - Setting Up Your System Hardware Connecting the Monitor You must connect a television monitor to the V500 system. This may be an NTSC or PAL monitor, depending on your system. To connect a monitor to the system: 1. Connect the monitor to the S-video or composite video outputs on the back of the V500 system. You must use the same type of connector on the monitor as on the system. For example, if you use the S-video connector on the monitor, use the S-video connector on the system.
Administrator’s Guide for the V500 System To connect the system to the LAN: 1. Connect the LAN cable to the LAN connector on the back of the system. DC IN 12V LAN BRI LAN connector 2. Connect the other end of the LAN cable to the LAN. After you have finished setting up the system, you will need to configure it to work properly in your network. Refer to Configuring Network Use on page 3-1. Connecting Power The V500 system has an external power supply.
Chapter 2 - Setting Up Your System Hardware Installing Batteries in the Remote Control The remote control uses three AAA batteries, which are included with the system. To install batteries in the remote control: 1. Remove the battery cover from the back of the remote control. 2. Refer to the diagram inside the remote control, and install the batteries in the orientation shown. 3. Reinstall the battery cover on the remote control.
Administrator’s Guide for the V500 System Optional Equipment Set-up This section describes how to connect optional components to the V500 system. Connecting to a BRI Network Interface The V500 system is available with the optional BRI network interface, which allows you to make ISDN calls. You may need an NT-1 device if your site does not use an internal telephone system (PBX). A PBX or an NT-1 device provides the S/T interface that the system’s BRI network interface requires.
3 Configuring Network Use This chapter lists the information you need to get your network ready for video conferencing. Once you’ve gathered that information, you can begin configuring the system’s network options. Details on how to perform this configuration are also included in this chapter. When you power on your system for the first time, the setup wizard detects the system’s IP and ISDN connections and leads you through the minimum configuration steps required to place a call.
Administrator’s Guide for the V500 System Getting the Network Ready Before you begin configuring the network options, you must make sure your network is ready for video conferencing. To begin, refer to the Preparing Your Network for Collaboration document, available at www.polycom.com/videodocumentation. This document contains information you need to prepare your network, such as worksheets that will help you order ISDN.
Chapter 3 - Configuring Network Use Configuring with the Setup Wizard When you power on your system for the first time, the setup wizard detects the system’s IP and ISDN connections and leads you through the minimum configuration steps required to place a call. If you need more information about these steps, refer to the corresponding sections in this chapter. The setup wizard enables you to set an administrator password, which allows you to limit access to the Admin Settings.
Administrator’s Guide for the V500 System Configuring LAN Properties If your system is part of a LAN, use this section to configure the system to work with the LAN. Before you Begin If you are connecting the system via a modem, you need to request an additional public IP address from your Internet service provider. Your service provider will provide you with one of these IP addresses: ❑ Static IP address – The address is reserved for your system and will not change.
Chapter 3 - Configuring Network Use Setting Description Domain Name Displays the domain name currently assigned to the system. If the system does not automatically obtain a domain name, enter one here. 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. Default Gateway Displays the gateway currently assigned to the system.
Administrator’s Guide for the V500 System Configuring IP Network Support Use the following sections to configure the system so that you can place and receive video calls using IP on your LAN or WAN: ❑ H.323 Settings, including Gatekeeper and Gateway ❑ SIP Settings ❑ Quality of Service ❑ Firewall or NAT Specifying H.323 Settings If your network uses a gatekeeper, the system can automatically register its H.323 name and extension. This allows others to call the system by entering the H.
Chapter 3 - Configuring Network Use Configuring the System to Use a Gatekeeper A gatekeeper supervises network traffic and manages functions such as bandwidth control and admission control. The gatekeeper also handles address translation, which allows you to make calls using static aliases instead of IP addresses that may change each day. To configure the system to use a gatekeeper: 1. Go to System > Admin Settings > Network > IP > H.323 Settings. 2.
Administrator’s Guide for the V500 System Configuring the System to Use a Gateway A gateway performs code and protocol conversion between IP networks and 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. To configure the system to use a gateway: 1. Go to System > Admin Settings > Network > IP > H.323 Settings. 2.
Chapter 3 - Configuring Network Use Specifying SIP Settings If your network supports the Session Initiation Protocol (SIP), you can use SIP to connect IP calls. To specify SIP Settings: 1. Go to System > Admin Settings > Network > IP > SIP Settings. 2. Configure these settings: Setting Description Enable SIP Allows the system to make calls using SIP. Transport Protocol Indicates the protocol the system uses for SIP signalling.
Administrator’s Guide for the V500 System Specifying Quality of Service Set the Quality of Service options for the way your network handles IP packets during video calls. To specify Quality of Service: 1. Go to System > Admin Settings > Network > IP > Quality of Service. 2.
Chapter 3 - Configuring Network Use Configuring the System for Use with a Firewall or NAT A firewall protects your network by controlling data traffic from outside the network. Unless the firewall is designed to work with H.323 video conferencing equipment, you must configure the system and the firewall to allow video conferencing traffic to pass in and out of the network.
Administrator’s Guide for the V500 System Setting Description NAT Configuration Lets you specify whether the system should determine the NAT Public WAN Address automatically. • If the system is behind a NAT that allows HTTP traffic, select Auto. • If the system is behind a NAT that does not allow HTTP traffic, select Manual. • If the system is not behind a NAT or is connected to the IP network through a Virtual Private Network (VPN), select Off.
Chapter 3 - Configuring Network Use Configuring ISDN Support The V500 system supports the BRI network interface for ISDN calling. The system automatically detects the type of interface installed and displays only the required configuration screens. Configuring the BRI Network Interface To configure the ISDN interface settings: 1. Go to System > Admin Settings > Network > ISDN. 2. Configure these settings: Setting Description Enable ISDN H.320 Allows this system to make H.320 (ISDN) calls.
Administrator’s Guide for the V500 System 3. Select and configure these settings: Setting Description Area Code Specifies the area code for this system’s location. Directory Numbers Specifies the numbers assigned to the B1 and B2 channels for the BRI line. The two numbers for a line may be the same or different, depending on the switch protocol in use. Enable Specifies whether to enable the ISDN line. If you selected the Standard ETSI Euro ISDN protocol, you must enable the BRI line.
Chapter 3 - Configuring Network Use 2. Configure these settings: Setting Description Enable H.329 Specifies standards-based People + Content data collaboration. Enable IP H.323 Allows the system to make IP calls. Enable SIP Allows the system to use SIP when connecting IP calls. Enable ISDN H.320 Allows the system to make ISDN calls. Enable Voice Over ISDN Allows the system to make voice-only calls to phones connected to an ISDN network, such as an organization’s PBX. 3.
Administrator’s Guide for the V500 System Configuring the Global Directory If you use the Polycom Global Management System, you can configure your system to use the Global Directory. The Global Directory provides a list of other systems that are registered with the Global Directory Server and are available for calls. The other systems appear in the Directory, allowing you to place calls to other users by selecting their names.
Chapter 3 - Configuring Network Use Setting the Dialing Rules If your system is connected to a private network and also to a public network, you may need to specify the codes and prefixes necessary for dialing other systems. To set the dialing rules: 1. Go to System > Admin Settings > Global Services > Dialing Rules. 2. Configure these settings: Setting Description Always Dial Area Code Specifies that calls to sites in the same area code must include the area code.
Administrator’s Guide for the V500 System If you have trouble making video calls: ❑ Make sure the number you dialed is correct, then try the call again. For example, you may need to dial 9 for an outside line or include a long distance access code 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 has its power turned on and is functioning properly.
Chapter 3 - Configuring Network Use Keeping your Software Current If you have Internet access, you can use the web-based Softupdate application to upgrade the system software. If you do not have Internet access, your reseller can supply you with the updated software on CD-ROM. Before you begin, read the Release Notes, available at www.polycom.com/videosoftware, for the latest information about this software version. To upgrade your software via the Internet: 1. From your PC, go to www.polycom.
Administrator’s Guide for the V500 System 3 - 20 www.polycom.
4 Designing the User Experience Everybody who uses the Polycom V500 system has different needs. That’s why your system has a customizable user interface. You can design the video conferencing experience to meet your needs and the needs of any other users who use the system. You can customize the behavior of the system, and then build in various access levels for the different users, depending on how much or how little you want them to change system behaviors.
Administrator’s Guide for the V500 System Managing User Access to Settings and Features You can manage access to various settings and features by using passwords and by configuring the system to show only those options you want other users to see. To maintain this security level: You can allow users to: High Call only the numbers you specify on the home screen. (Kiosk mode) See Using the System for Specialized Applications on page 4-5 and Designing the Home Screen on page 4-17.
Chapter 4 - Designing the User Experience To reset a forgotten Admin Password: 1. Get the system’s serial number from the system or from the System Information screen. 2. Go to System >Diagnostics > Reset System. 3. Enter the system’s serial number and select Delete System Settings. 4. Select Reset System. When the system completes the reset, it leads you through the setup wizard. You can enter a new Admin Password when you set up the system.
Administrator’s Guide for the V500 System Letting Users Customize the Workspace You can allow other users of the V500 system to change common user preferences by providing access to the User Settings screen. To allow users to customize the workspace: 1. Go to System > Admin Settings > General Settings > Security. 2. Check the Allow Access to User Settings option to make the User Settings button available to users on the System screen.
Chapter 4 - Designing the User Experience 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 the maximum time a call can last, go to System > Admin Settings > General Settings > System Settings > Call Settings and enter the maximum call length allowed.
Administrator’s Guide for the V500 System Designing Video Behaviors You can configure the following video behaviors to accommodate your environment: ❑ Camera Settings ❑ TV Monitor ❑ Dual Monitor Emulation ❑ Monitor’s Color Balance Configuring Camera Settings The Camera screen lets you specify camera settings. To configure camera settings: 4-6 1. Go to System > Admin Settings > Camera. 2.
Chapter 4 - Designing the User Experience Configuring the TV Monitor The V500 system allows you to customize the display to suit your room and equipment configuration. To configure the TV monitor: 1. Go to System > Admin Settings > Monitor. 2. Configure these settings: Setting Description Monitor Specifies the monitor’s aspect ratio: • 4:3 — Select if you are using a regular TV monitor. • 16:9 — Select if you are using a wide screen monitor and configuring for dual-monitor emulation.
Administrator’s Guide for the V500 System Using Dual Monitor Emulation With Dual Monitor Emulation, you see both near and far sites on one monitor in two different views. During presentations, you see content and the near and far sites. Setting Up On the monitor’s setup menu, select the full-screen setting that stretches the picture uniformly, without clipping. On the TV Monitor screen: 1. If you are using a wide screen monitor, set Monitor to 16:9. Otherwise, set Monitor to 4:3. 2.
Chapter 4 - Designing the User Experience Adjusting the Monitor’s Color Balance In most cases, the monitor you connect to your system provides natural color without any adjustment. Depending on your environment as well as the model of monitor, however, the video may exhibit one of these problems: ❑ Picture is too dark ❑ Colors appear faded ❑ Picture has too much of one color — for example, the picture may appear greenish If you notice any of these, the monitor needs to be adjusted.
Administrator’s Guide for the V500 System Configuring General Audio Settings 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 site. Sound Effects Volume Sets the volume level of the ring tone and user alert tones. Incoming Video Call Specifies the ring tone used for incoming calls. User Alert Tones Specifies the tone used for user alerts.
Chapter 4 - Designing the User Experience Designing General System Behaviors You can configure the following general system behaviors to accommodate the needs of your organization: ❑ Call Settings ❑ Remote Control Behavior ❑ Directory Settings ❑ Call Answering Mode ❑ AES Encryption ❑ Passwords and Security Options ❑ Date, Time, and System Location Configuring Call Settings The Call Settings screens provide access to high-level options for the entire system.
Administrator’s Guide for the V500 System Setting Description Recent Calls Specifies whether to display the Recent Calls button on the home screen. The Recent Calls screen lists the site number or name, the date and time, and whether the call was incoming or outgoing. NOTE: If the Call Detail Report option is not selected, the Recent Calls option is not available. Far Site Name Display Time Specifies the time period the far-site name appears on screen when calls first connect.
Chapter 4 - Designing the User Experience Setting Description Confirm Directory Additions Specifies whether you are prompted to confirm new directory entries when saving the information for the last site called. Confirm Directory Deletions Specifies whether you are prompted to confirm deletions of directory entries. Setting the Call Answering Mode You can choose to answer calls automatically or manually, or you can set the system to automatically refuse any incoming calls.
Administrator’s Guide for the V500 System Setting Passwords and Security Options You can enter or change the administrator and meeting passwords as well as specify whether to allow remote access to the system. To set passwords and security options: 1. Go to System > Admin Settings > General Settings > Security. 2. Configure these settings: Setting Description Admin Password Enter or change the Admin password.
Chapter 4 - Designing the User Experience Setting Date, Time, and Location You can update the system with regional settings, including the location-specific language and calling parameters. To set the date, time, and location: 1. Go to System > Admin Settings > General Settings > Location. 2. Configure these settings: Setting Description Country Specifies the country where the system is located. Changing the country automatically adjusts the country code associated with your system number.
Administrator’s Guide for the V500 System Customizing the Workspace Appearance You can customize the V500 system workspace appearance to suit your environment functionally and aesthetically. For example, by customizing the home screen into kiosk mode, anyone who uses the system only has to select a site and press the Call button on the remote control to place a call.
Chapter 4 - Designing the User Experience Designing the Home Screen Customize the system functionality according to your needs, skill level, and environment. Use the marquee to add instructions Infrequent Users (Kiosk Mode) Provide a simple workspace so no training is needed: • Let users make calls to pre-defined numbers with one button click. • Include instructions on screen.
Administrator’s Guide for the V500 System To design the home screen: 1. Go to System > Admin Settings > General Settings > Home Screen Settings. 2. Configure these settings: Setting Description Dialing Display Specifies which dialing option to display: • Dialing entry field — Allows users to enter numbers manually. • Display marquee — Displays text in the dialing entry field. Can be used to display user instructions. Users cannot enter numbers manually when this option is selected.
Chapter 4 - Designing the User Experience 4. Select and configure these settings: Setting Description Sites Allows users to access any pre-defined sites from a My Contacts/Speed Dial list on the home screen. Last Number Dialed Specifies whether to display the last number dialed or clear the address box on the home screen. Adding Sites to the Home Screen Creating Site buttons on the home screen makes it easy for you to place calls to sites that you call on a regular basis.
Administrator’s Guide for the V500 System Adding On-screen Instructions Using Marquee Text You can create marquee text to display in the dialing entry field on the home screen. You can create context-specific instructions or, if the home screen has Site buttons, the marquee text can provide information that helps other users choose which site to call. To enter marquee text: 1. Go to System > Admin Settings > General Settings > Home Screen Settings. 2.
Chapter 4 - Designing the User Experience Changing System Appearance Different user interface color schemes are available, allowing you to coordinate the system interface with the room décor. To change the color scheme: 1. Go to System > Admin Settings > General Settings > System Settings > Appearance. 2. Configure these settings: Setting Description Color Scheme Customizes the look of your system with different color schemes.
Administrator’s Guide for the V500 System Configuring Closed Captioning You can provide real-time text transcriptions or language translations of the video conference by displaying closed captions on your system. When you provide captions for a conference, the captioner uses a web browser to listen to the conference audio and enter the caption text in the system’s web interface. When the captioner sends a unit of text, all sites see it on the main monitor for 15 seconds.
Chapter 4 - Designing the User Experience Providing Captions Via the V500 Web Interface Closed captioners can provide captions from inside the conference room, or from a remote location, by entering the captions directly into the V500 web interface, as shown in the diagram below. V500 System Web interface LAN LAN port To supply closed captions for a conference using the V500 web interface: © Polycom, Inc. 1. On a PC, open a web browser. 2.
Administrator’s Guide for the V500 System 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 diagram below: V500 System Telnet session LAN LAN port To supply closed captions for a conference using a Telnet session: 4 - 24 1. On a PC, open a command line interface. 2.
Chapter 4 - Designing the User Experience Getting Started with Calling The system is installed and you’ve finished the network configuration and designed the behaviors. Now it’s time for you to start placing calls. You may want to spend time becoming familiar with basic calling tasks. The following resources are available: ❑ V500 System Getting Started Guide — This guide is for all users, from beginners to the more experienced.
Administrator’s Guide for the V500 System 4 - 26 www.polycom.
5 Managing the System Remotely You configure, manage, and monitor the system from a remote computer using the V500 web interface (the system’s web interface), the Polycom Global Management System, or SNMP. Your choice of management tool depends on your network environment: ❑ V500 web interface requires only a web browser to control the system. ❑ Polycom Global Management System requires the GMS application to be installed on your network.
Administrator’s Guide for the V500 System Using the V500 Web Interface You can use the 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 web interface: 1. Be sure that your web browser uses Microsoft Internet Explorer 6.0 or later. 2.
Chapter 5 - Managing the System Remotely Managing System Profiles with the V500 Web Interface The customization options for V500 systems have been extended with the ability to store your system settings as separate profiles. Profiles can be stored on your PC as a .csv file using the V500 web interface. There is no limit to the number of profiles you can save. This is particularly useful if you are managing systems that support multiple applications.
Administrator’s Guide for the V500 System Managing Directories with the V500 Web Interface The V500 web interface’s import/export directory feature allows you to efficiently maintain consistency of V500 system directories. It is particularly useful if you are managing multiple systems that call the same locations.
Chapter 5 - Managing the System Remotely Configuring Global Services If you use the Polycom Global Management System, you can configure, manage, and monitor the V500 system using the Global Management System (GMS) server. GMS is a web-based client/server software tool that allows administrators to manage a network of video conferencing systems.
Administrator’s Guide for the V500 System 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 Detail Record (CDR), and this information can be used for call tracking and billing purposes. If you configure the system to validate the account number, calls placed without a valid account number are not completed.
Chapter 5 - Managing the System Remotely Requesting Technical Support from the GM S Administrator 1. From the Place A Call screen, press 2. Select Support and press on the remote. on the remote. You see the following message: Tech Support will be alerted to phone you at the following number. Continue? Enter your contact telephone number. The V500 system sends your information to the Global Management System. You see the following message: Tech Support has been alerted.
Administrator’s Guide for the V500 System Setting Up SNMP The V500 system sends SNMP (Simple Network Management Protocol) reports to indicate a total of 31 conditions, including the following: • All alert conditions found on the V500 system’s alert page • Details of jitter, latency, and packet loss • Low battery power is detected in the remote control • A system powers on after a long period powered off • Administrator logon is successful or unsuccessful • A call fails for a reason other than a
Chapter 5 - Managing the System Remotely Configuring for SNMP Management To configure the V500 system for SNMP management: © Polycom, Inc. 1. In the V500 web interface or from the V500 system, go to Admin Settings > Global Services > SNMP. 2. Configure these settings: Setting Description Enable SNMP Allows administrators to manage the system remotely using SNMP. SNMP Community Specifies the SNMP management community in which you want to enable this system. The default community is public.
Administrator’s Guide for the V500 System 5 - 10 www.polycom.
6 System Usage and Statistics The V500 system provides various screens that allow you to review information about calls made by the system and to review network usage and performance. © Polycom, Inc.
Administrator’s Guide for the V500 System Call Summary The Call 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: 6-2 >> Go to System > Diagnostics > Call Statistics and then select three times.
Chapter 6 - System Usage and Statistics Call Statistics The two Call Statistics screens provide information about the call in progress, including: This screen: Displays this information: Call Statistics (1) • Call speed (transmit and receive) • Video protocol, annexes, and format in use (transmit and receive)a • 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 k
Administrator’s Guide for the V500 System Call Status The Call Status screen provides call connection information. The spheres on the screen provide details for each line. When you place a call, you’ll see the status change as the call connects. To view the Call Status screen: >> Go to System > Diagnostics > Call Statistics. You can highlight the spheres on this screen to see the number dialed, the relevant status code, and details of any errors.
Chapter 6 - System Usage and Statistics Recent Calls Recent Calls shows a list of up to 99 calls made by the system. It includes the following information: ❑ Site name or number ❑ Date ❑ Time ❑ Call In or Out The Recent Calls list shows incoming and outgoing calls that connect, as well as outgoing calls that do not connect. If Do Not Disturb has been enabled, any incoming calls attempted by other sites will not be listed. The Home screen can be configured to include Recent Calls.
Administrator’s Guide for the V500 System Call Detail Report 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 stands for Comma Separated Value. CSV 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.
Chapter 6 - System Usage and Statistics Data Description Account Number If Require Account Number to Dial is enabled on the system, the value entered by the user is displayed in this field. Remote System Name The far site’s system name. Call Field Number 1 The number dialed from the first call field, not necessarily the transport address. For incoming calls — The caller ID information from the first number received from a far site.
Administrator’s Guide for the V500 System 6-8 Data Description Disconnect Reason The description of the Q.850 (ISDN) cause code showing how the call ended. Q.850 Cause Code The Q.850 cause code showing how the call ended. Total H.320 Errors The 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.
Chapter 6 - System Usage and Statistics Call Detail Report Archives Calls are added to the CDR until the file size reaches 50 KB, which is equivalent to about 150 calls. The system then automatically archives the CDR and creates a new CDR file. If an archive is already present, the new archive overwrites it. Each CDR starts with Row 1, but the conference numbers continue from the file most recently archived. Conference numbering restarts at 1 after the system assigns conference number 100,000.
Administrator’s Guide for the V500 System 6 - 10 www.polycom.
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 system’s web server. To connect to your system’s web server and troubleshoot via the web, enter your system’s IP address in a web browser and browse to the required diagnostic tool. © Polycom, Inc.
Administrator’s Guide for the V500 System Sending a Message You can send a message to the V500 system from the V500 web interface. 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 PC, open a web browser. 2. In the browser address line, enter the system’s IP address (for example, http://255.255.255.255) to go to V500 web interface. 3. Enter your user name and the password, if a password has been established.
Chapter 7 - Diagnostics and General Troubleshooting Diagnostic Screens You can view network statistics and perform diagnostic tests from the V500 system’s Diagnostics screens. To access the Diagnostics screens on the system: >> Go to System > Diagnostics. To access the Diagnostics screens from the V500 web interface: 1. On a PC, open a web browser. 2. In the browser address line, enter the system’s IP address (for example, http://255.255.255.255) to go to V500 web interface. 3.
Administrator’s Guide for the V500 System Call Status Tools Diagnostic Tool In the system’s user interface In the V500 web interface Call Status screen On the Diagnostics screen, select Call Statistics. 1. Select Diagnostics > Call Statistics. Displays call type, data speed, and number dialed for the current call. In ISDN calls, this screen also displays connection status for each channel. Selecting a channel call progress indicator displays its ISDN number.
Chapter 7 - Diagnostics and General Troubleshooting Network Tools Diagnostic Tool In the system’s user interface Trace Route test 1. On the Diagnostics screen, 1. On the Diagnostics menu, select Network > Trace Route. select Network > Trace Route. Tests the routing path between the local system and the IP address entered. In the V500 web interface 2. Enter the IP address that you wish to trace. 2. Enter the IP address that you wish to trace. 3. Select Start. 3. Click the Trace Route icon.
Administrator’s Guide for the V500 System Reset and Restart Diagnostic Tool In the system’s user interface In the V500 web interface Reset System 1. On the Diagnostics screen, select Reset System. Not available. • Cycles power to the system. • Allows you to keep your system settings 2. Enter the system’s serial number. (such as system name and network configuration) or restore factory 3. If you wish to restore the settings. original factory settings, select Delete System Settings.
Chapter 7 - Diagnostics and General Troubleshooting Indicators The V500 system uses indicator lights to provide status information. The following tables give the meanings of each indicator. System Lights The system lights are located on the front of the V500 system. When the V500 system... It means... Indicators are off No power to the system. Green indicator blinks slowly The system is sleeping.
Administrator’s Guide for the V500 System General Troubleshooting This section presents problems, likely causes, and corrective actions. Problems are presented as follows: ❑ Critical problems – Prevent use of the system or access to common functions. ❑ Severe problems – Prevent you from making calls successfully. ❑ Moderate issues – Prevent or interfere with meaningful communication during the call. ❑ Minor issues – Detract from the user experience.
Chapter 7 - Diagnostics and General Troubleshooting Symptom Cause Solution System does not respond to the remote control. No batteries in the remote control. Install the batteries in the remote control. The batteries are installed incorrectly in the remote control. Insert the batteries in the correct +/position. The room lights operate in the 38 Khz range and interfere with the remote control signals. Turn off the lights in the room and try the remote control again.
Administrator’s Guide for the V500 System Symptom Cause Solution ISDN: Line Status icons do not go away so video calls cannot be made. The system is not connected to an ISDN. Check the ISDN line connections. The ISDN number is entered incorrectly. Check the ISDN numbers with your service provider. The system was not able to auto-detect SPIDs, or the SPID numbers are entered incorrectly.
Chapter 7 - Diagnostics and General Troubleshooting Symptom Cause Solution Cannot dial remote system in bonding 128 K calls. (The call progress circles only show blue or yellow.) Switch protocol issue. Start by calling the far site at 1x56, 1x64, 2x56, or 2x64K, as appropriate. This will verify the primary number. If these calls complete, try the 128 K call. Being able to dial non-bonded but unable to dial bonded to all locations is usually a switch protocol issue.
Administrator’s Guide for the V500 System Symptom Cause Solution No audio in a call. The far site is muted. Look for the far site Mute icon. Ask the far site to unmute the microphone. Note: The far site’s microphone may be muted even if you do not see a far site Mute icon. No audio in a call. The volume may be turned all the way down. Use the remote control to turn up the volume. The far site’s microphones are not placed correctly. (Far-site systems with separate microphones only.
Chapter 7 - Diagnostics and General Troubleshooting Symptom Cause Solution The people at the far site cannot hear you. The people at your site are too far from the system’s microphone. Move closer to the system. Your system’s microphone is muted. Check your system for one or more of these mute indications: • Near site mute icon on the screen • System indicator is red To unmute the system, press the Mute button on the remote control. The headphones do not operate properly.
Administrator’s Guide for the V500 System Symptom Cause Solution Not enough volume during a call. The volume is set too low on the system. Turn up the volume using the remote control. The volume is set too low on the monitor. Turn up the volume on your monitor. The people at the far site are too far from the microphone. Ask the people at the far site to move closer to the microphone. Sound effects too loud or too soft. The sound effects volume is not set at desired level.
Chapter 7 - Diagnostics and General Troubleshooting Symptom Cause Solution Cannot access the system from the V500 web interface. Web access is not enabled. Go to Admin Settings > General Settings > Security and enable web access. DHCP Client is ON and no DHCP server is available. Contact your network service provider. The LAN cable is not connected. Connect the LAN cable to the LAN port on the rear of the system. Check the LAN cable to your computer.
Administrator’s Guide for the V500 System Normal System Behaviors Symptom Cause Solution Screen is blank; start music plays and the logo appears briefly. The light on the front of the V500 system blinks. The system is starting. This is normal. The monitor goes blank after displaying the splash screen. The system is sleeping. System is in power save sleep mode. The system wakes up on any action from the remote control or on an incoming call. 7 - 16 www.polycom.
Chapter 7 - Diagnostics and General Troubleshooting How to Contact Technical Support If you are not able to make test calls successfully and you have verified that the equipment is installed and set up correctly, contact Polycom Technical Support by telephone or Internet as described below. By Telephone Before calling Polycom Technical Support, please have the following information ready.
Administrator’s Guide for the V500 System 7 - 18 www.polycom.
Appendix This appendix provides the following technical details about the V500 system: ❑ Cable Descriptions ❑ Cable Drawings ❑ Q.850 Cause Codes Cable Descriptions The following table gives information about the cables shipped with the system. Drawings for these cables are included in this appendix. Cable Maximum Approved Length Part Number Shipped LAN cable 100 ft (30 m) 2457-08343-001 Orange RJ-45 Composite video cable Triple RCA with S-video 12 ft (3.6 m) 2457-08674-001 6 ft (1.
Administrator’s Guide for the V500 System Cable Drawings The following cables are provided with V500 systems: ❑ LAN cable ❑ Composite video cable Their pin-outs are shown in the following drawings. LAN Cable 3 WIRING COLOR CODE STANDARDS: (WIRE/STRIPE) P1 P2 PIN # PIN # 3.35" 1 CONN. RJ-45 ( x2 ) PIN 8 AT&T 258A/268B 1 1 WHITE/ORANGE 2 2 ORANGE/WHITE 3 3 WHITE/GREEN 4 4 BLUE/WHITE 5 5 WHITE/BLUE 6 6 GREEN/WHITE 7 7 WHITE/BROWN 8 8 BROWN/WHITE MOLDED STRAIN RELIE BOTH ENDS.
Appendix Composite Video Cable Composite Video Cable 2457-08674-001 © Polycom, Inc.
Administrator’s Guide for the V500 System Q.850 Cause Codes The following table describes codes that the ISDN switch sends to the V500 system to indicate call status. Although the codes are standardized, each ISDN service provider defines them differently. Because of this, the definitions in the table may not exactly match the messages that you see.
Appendix © Polycom, Inc. Code Cause Definition 28 Invalid number format Destination address was incomplete or presented in an unrecognizable format, which prevented the connection from being established. 29 Facility rejected The network cannot provide the facility requested by the user. 30 Response to STATUS INQUIRY The equipment returns this message when it receives a STATUS INQUIRY message. 31 Normal, unspecified A normal event has occurred with no standard cause applying.
Administrator’s Guide for the V500 System Appendix - 6 Code Cause Definition 65 Bearer capability not implemented The network is not capable of providing the bearer capability requested by the user. 66 Channel type not implemented The requested channel type is not supported by the equipment sending this code. 69 Requested facility not implemented The remote equipment is not capable of providing the requested supplementary service.
Appendix © Polycom, Inc. Code Cause Definition 97 Message type nonexistent or not implemented The equipment received a message of a type that is invalid or not supported. This code indicates either a problem with the remote configuration or a problem with the local D channel. 98 Message incompatible with call state or message type nonexistent The equipment received a message that is not valid in the current call state. Cause 98 is usually due to a D-channel error.
Administrator’s Guide for the V500 System Appendix - 8 www.polycom.
Safety and Legal Notices Important Safeguards Read and understand the following instructions before using the system: • Close supervision is necessary when the system is used by or near children. Do not leave unattended while in use. • Only use electrical extension cords with a current rating at least equal to that of the system. • Always disconnect the system from power before cleaning and servicing and when not in use. • Do not spray liquids directly onto the system when cleaning.
Administrator’s Guide for the V500 System Limitation of Remedies and Damages Polycom, Inc., its agents, employees, suppliers, dealers and other authorized representatives shall not be responsible or liable with respect to the product or any other subject matter related thereto under any contract, negligence, strict liability or other theory for any indirect, incidental, or consequential damages, including, but not limited to loss of information, business, or profits.
Safety and Legal Notices FCC compliant telephone cords and modular plugs are provided with this equipment. This equipment is designed to be connected to the telephone network or premises’ wiring using a compatible modular jack, which is Part 68 compliant. See installation instructions for details. WHEN PROGRAMMING EMERGENCY NUMBERS AND/OR MAKING TEST CALLS TO EMERGENCY NUMBERS: 1) Remain on the line and briefly explain to the dispatcher the reason for the call.
Administrator’s Guide for the V500 System Konformitätserklärung: Hiermit erklärt Polycom Ltd., dass der V500 System die grundlegenden Anforderungen und sonstige maßgebliche Bestimmungen der Richtlinie 1999/5/EG erfüllt. Vaatimustenmukaisuusvakuutus: Polycom Ltd. vakuuttaa täten, että V500 System on direktiivin 1999/5/EC keskeisten vaatimusten ja sen muiden tätä koskevien säännösten mukainen. Déclaration de conformité: Par la présente, Polycom Ltd.
Safety and Legal Notices Underwriters Laboratories Statement The system is intended to be powered only by the supplied power supply unit. Special Safety Instructions Follow existing safety instructions and observe all safeguards as directed. Installation Instructions Installation must be performed in accordance with all relevant national wiring rules.
Administrator’s Guide for the V500 System Safety and Legal Notices - 6 www.polycom.
Index A B access levels administrators 4-2 advanced users 4-2 new users 4-2 account number 5-6 address gatekeeper 3-7 IP 3-4 administrator password configuring 4-14 resetting 4-3 screens that require 4-3 setting 4-2 setting with Setup Wizard 3-3 AES encryption, See encryption alert tones 4-10, 4-21 allowing IP calls 3-4, 3-6 ISDN calls 3-13, 3-14 answering mode 4-13 area code, setting 4-15 audio Audio Meter test 7-5 configuring 4-10 confirmation, keypad 4-12 data rate 6-3, 6-5 diagnostic tools 7-5 protoco
Administrator’s Guide for the V500 System Call Detail Report (CDR) account numbers 5-6 archives 6-9 features 1-4 generating 4-11, 4-18 information in 6-6 screen 7-4 viewing and downloading 6-6 viewing recent calls 6-5 Call Detail Report screen 7-4, 7-5 Call Statistics screen 7-4 Call Summary screen 7-3 camera configuring settings 4-6 setting brightness 4-6 cause codes, Q.
Index displaying date and time 4-18 graphics 4-7 icons in a call 4-7 system name 4-18 time in call 4-11, 4-15 DNS name 3-4 DNS server 3-5 Do Not Disturb 4-13, 4-18 documentation available resources 4-25 description 1-5 domain name 3-5 Dual Monitor Emulation description 1-2 specifying 4-7 using 4-8 duplex mode 3-5 dynamic bandwidth 3-10 See also Quality of Service E E.164 alias 3-8 extension 3-6, 3-7, 3-8 encryption enabling AES 4-13 features 1-3 viewing type 6-3 error icon 7-15 extension E.
Administrator’s Guide for the V500 System I K icons displaying 4-7 error 7-15 indicators call progress 6-4 network interface 7-7 system 7-7 initial system configuration 3-1, 3-3 installing features 1-3 optional equipment 2-6 standard equipment 2-2 system 2-1 instructions, on-screen 4-20 internal ringer 4-10 IP address, displaying 4-18 address, entering 3-4 address, gatekeeper 3-7 address, obtaining automatically 3-4 address, static 3-4 calls, allowing 3-4, 3-6 configuring network support 3-6 connectivity
Index N name DNS 3-4 far-site system 4-12 H.
Administrator’s Guide for the V500 System remote control configuring 4-12 description 1-5 features 1-2 installing batteries 2-5 keypad configuration 4-12 troubleshooting 7-9 remote management tools 5-1 using web browser 5-2 requirements, web browser 3-3 reset system 7-6 Reset System screen 7-6 restart system 7-6 ring tones 4-10, 4-21 ringer, internal 4-10 S screen diagnostic 7-3 diagram of system 4-3 system quick reference 7-2 screen saver 4-20, 4-21 security 3-12 features 1-3 firewall 3-11, 3-12 setting
Index T technical support contacting 7-17 from GMS administrator 5-6, 5-7 information to provide 7-17 telephone number 7-17 web page address 7-17 test Audio Meter 7-5 Color Bar 7-5 Near End Loop 7-4 PING 7-4 Speaker 7-5 test calls 3-17 time daylight saving 4-15 difference from GMT 4-15 displaying 4-18 displaying call length 4-11, 4-15 screen saver 4-21 server 4-15 setting 4-15 specifying maximum during call 4-11 tones alert 4-10, 4-21 internal ringer 4-10 ring 4-10, 4-21 tools IP connectivity 7-4 network a
Administrator’s Guide for the V500 System video cable 1-5 cable, drawing Appendix-3 configuring 4-6 data rate 6-3, 6-5 diagnostic tools 7-5 protocol 6-3 quality 1-2, 2-3 Video screen 7-5 voice algorithm, ISDN 3-13 volume bass 4-10 master control 4-10 setting 4-10 setting on external system 4-10 sound effects 4-10 treble 4-10 W web access port 4-14 web browser requirements 3-3 web interface, See V500 web interface web site, for documentation 4-25 WINS name resolution 3-5 WINS server 3-5 Index - 8 www.
