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[FAQ] Polycom RealAccess Frequently Asked Questions

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Polycom Employee & Moderator

[FAQ] Polycom RealAccess Frequently Asked Questions

Please Refer to the attached frequently asked questions document while troubleshooting the Polycom® RealAccess™ service

delivery platform.

17 REPLIES
Polycom Employee & Moderator

Re: [FAQ] Polycom RealAccess Frequently Asked Questions

What are the virtual machine requirements to deploy RealAccess?

You can find this information under Server Requirements in the latest Polycom RealAccess Release Notes.

 

What are the firewall rules for RealAccess?

You can find this information under Firewall Rules Checklist in the Polycom RealAccess Getting Started Guide.

 

How is my data stored and who can see it?

Data storage and other security concerns are addressed in the Polycom RealAccess Security White Paper.

 

How long does it take to onboard and begin using RealAccess?

If firewall rules are in place, the process should take around a week.

 

What if the RealAccess agent is unable to establish a VPN tunnel?

Check the Firewall Rules Checklist in the Polycom RealAccess Getting Started Guide to make sure that the relevant ports on your firewall are open.

 

What if the agent is unable to reach the Polycom RealPresence® DMA® and Polycom® RealPresence® Resource Manager Systems?

Using the ping utility from the RealPresence DMA and RealPresence Resource Manager Systems, ping the agent IP address. If the ICMP is disabled on the customer network, do a trace route instead.

If you are successful with a ping or trace route, check that TCP port 8443 and TCP port 2341 are bidirectional between the agent’s IP address and the RealPresence DMA and RealPresence Resource Manager systems.

Message 2 of 18
Polycom Employee & Moderator

Re: [FAQ] Polycom RealAccess Frequently Asked Questions

What if the agent reaches the RealPresence DMA and RealPresence Resource

Manager systems, but there is no data displayed on the portal?

If no data displays on the Utilization, Performance, or Capacity pages, do the following with the RealPresence DMA system:

 

1 Make sure that the user credentials created for RealAccess have at least auditor privileges.

2 Using a REST client and RealAccess credentials, run the following API command on the

 

RealPresence DMA system and see if it works: https://DMAIPAddress:8443/api/rest/billing

(Note: The CDRs are pulled every five minutes.)

 

If no data displays on the Assets page, do the following with the RealPresence Resource Manager system:

 

1 Make sure that the user credentials created for RealAccess have at least auditor privileges.

2 Using a REST client and RealAccess credentials, run the following API command on the

 

RealPresence Resource Manager and see if it works:

https://RPRMIPAddress:8443/api/rest/devices/export-inventory

(Note: The inventory is pulled every 24 hours.)

Message 3 of 18
Polycom Employee & Moderator

Re: [FAQ] Polycom RealAccess Frequently Asked Questions

How much bandwidth is needed for RealAccess?

Bandwidth usage is minimal. CDRs generated by your RealPresence DMA system are pulled every five minutes, and the inventory from the RealPresence Resource Manager system is pulled once a day.

 

Can the number of registered users be limited?

No, each user with a valid domain can create a RealAccess account using an email address.

 

Does the agent ever need to update?

Any OS patches, updates, and hotfixes for the agent are pushed through the tunnel already established between the agent and the portal. This happens in the background during the maintenance window, and service is unaffected.

 

Can penetration testing be performed on the agent?

Penetration testing on the agent is done on a case-by-case basis. Contact your Polycom Representative for more information.

 

What if the IP address or the network configuration that I am running the RealAccess agent on changes?

Go to the agent page on the RealAccess portal and submit a request for new instance files (.OVA or .VHD,depending on your deployment). On receiving the files, implement the new .OVA or .VHD delivery.

 

What if the RealPresence DMA or RealPresence Resource Manager IP address or login credentials change?

Go to the agent page on the RealAccess portal and update all configuration information. Then click New Jobs

Message 4 of 18
Polycom Employee & Moderator

Notifications on Real Access

<CUSTOMER> MCU Utilization (DMA) is down or <CUSTOMER> CDR Logs (DMA) is down Notifications on Real Access

 

 

These notification specifically says that, the MCU data pull (for Bridge Capacity) or the CDR data pull (for Utilization) did not happen at this time.

 

Multiple notifications over an hour of such kind is definitely an issue, while a handful of rare occurrences is OK, as RealAccess has mechanisms in place for reconciliation of missed/lost data.

 

The MCU data and CDR data from the DMA every 5 mins and that is 288 times a day. A couple of times is still OK and may be due to the fact of network anomalies or the DMA not responding to the API calls because it was busy processing other system calls.

 

Nevertheless, the display stats on the RealAccess portal will reconcile the data with subsequent data pulls.

 

Many more such occurrences in a short duration. That warrants a closer look as the DMA is not responding to the API calls from the RealAccess Agent.

Message 5 of 18
Polycom Employee & Moderator

RMX Audio and Video Port Calculation on Real Access

This information holds good only for RMX without MPMRx Card.

 

The No of HD ports on RMX = 30. These ports denote the number of 720p ports.

 

Each HD port is equal to 12 Audio ports and hence you allocate this Bridge to be a Audio only bridge it can take upto 360 calls.

 

If this Bridge is configured for 1080 ports it can have only 15 ports.

 

Each HD( 720p) ports is 3 CIF ports and hence this bridge will suppport 90 CIF ports.

 

 

for RMXes with MPMRx Card and RPCS Virtual Edition.

 

The No of HD ports on RMX = 30. These ports translated to 60 ports on the DMA ( CIF ports)

 

 

Note: If the DMA has reserve ports for Cascading and other purposes, this will not be taken into calcualtion as this Display is all about RMX Capacity only.

 

Message 6 of 18
Polycom Employee & Moderator

Multiple DMAs and Real Access

From: Smith, Simon
Sent: Wednesday, January 13, 2016 11:22 AM
To: Muthu, Bala
Subject: RE: RealAccess Onboarding Training for Solution Consultants

 

What happens if the customer wants to add a 2nd DMA after the OVA has been deployed? Do they have to modify the agent settings and request a new build to deploy? 

 

Thanks,

 

S.

Message 7 of 18
Polycom Employee & Moderator

Re: Multiple DMAs and Real Access

As of now we can connect to only one DMA.. We are covered if the DMAs are super clustered and will talk to one of them ( VIP if supernode). If they are stand alone, we can only talk with one of them and will not pick information from the other.

 

Supporting multiple DMAs is in the roadmap.

Message 8 of 18
Polycom Employee & Moderator

NTP Server and RealAccess

From: Smith, Simon
Sent: Wednesday, January 13, 2016 11:22 AM
To: Muthu, Bala
Subject: RE: RealAccess Onboarding Training for Solution Consultants

 

Is there a config for the NTP server which I did not see on the agent conf but it is listed in the firewall rules. How is NTP configured?

 

Are the Vms hard coded for connect to a specific NTP server?

 

Thanks,

 

S.

Message 9 of 18
Polycom Employee & Moderator

Re: NTP Server and RealAccess

Yes the NTP Server information is hardcoded in the agent with primary and secondary NTP.

 

Also please note we use the existing OpenVPN SSL tunnel for NTP traffic and we do not need any firewall rules for this purpose.. 

 

The Second section of the Firewall rules is for information only and we don’t need firewall rules to be configured.

Message 10 of 18