Synergy Manage Administrator Guide v4 · 2018-11-05 · SynergyManageAdministratorGuidev4.14...

Synergy Manage Administrator Guide

Synergy SKY v4.14

September 2018

©SynergySKY2018

Synergy Manage Administrator Guide v4.14 of 117

1.1 TOC

1: Overview of Synergy Manage 51.1 Introduction 6

1.1.1 About SynergyManage 61.1.2 Installation 61.1.3 About this guide 61.1.4 Related documentation 6

1.2 SynergyManage concepts 61.2.1 How doesSynergyManage work? 61.2.2 Entities:What is the difference between ameeting room and a user entity? 71.2.3 How are reports and invoicesgenerated from the call data? 71.2.4 Provisioning 7

1.3 SynergyManage platform overview and requirements 81.3.1 Deployment scenarios and hardware requirements 81.3.2 Network requirements 91.3.3 Network diagram 121.3.4 Supported infrastructure components 12

1.4 Logging in to SynergyManage 131.4.1 Supported browsers 131.4.2 Accessing theWin Node administration web interface 131.4.3 Accessing the Provisioning Portal 131.4.4 Accessing the ComNode administration web interface 131.4.5 Accessing the ComNode command line Interface 14

2: Configuration 152.1 Creating the customer hierarchy 16

2.1.1 Adding general customer information 172.2 Customization 18

2.2.1 Branding 182.2.2 Service names 18

2.3 Adding Infrastructure 192.3.1 Adding a carrier domain 192.3.2 Adding infrastructure components 192.3.3 Call control 202.3.4MCU 212.3.5 PSTN gateway 242.3.6Management 242.3.7 Recording server 242.3.8 Phonebook 24

2.4 Number pools 252.4.1 Number pools for provisioning 25

2.5 Number plans 292.6 Profiles 29

2.6.1 Creating a Space from the Cisco CMSclient 302.7 Configuration templates 30

2.7.1 Creating a configuration template 302.7.2 Adding services to a configuration template 312.7.3 Deleting services from a configuration template 312.7.4 Random number generation 312.7.5 Configuring service availability using billing plans 312.7.6 SKYAdmin Portal Login 312.7.7 SKYProvisioning Portal Login 322.7.8 Jabber Video 322.7.9 CMSSpace 322.7.10 CMSUser 342.7.11 Pexip VMR 342.7.12 Cisco VMR 352.7.13Microsoft Skype for Business 362.7.14 Cisco VCSRegistration 362.7.15 Seevia Phonebook 372.7.16 PolycomDMARegistration 382.7.17 PolycomDMAVMR 38


2.7.18 Cisco TelePresence VMR 392.7.19 Pexip Device 392.7.20 SKYMeeting Portal Login 39

2.8 Emails and email templates 402.8.1 Editing theWin Node processing servicemailer settings 402.8.2 Editing theWin Node scheduling servicemailer settings 402.8.3 Provisioned servicesemails 402.8.4 Scheduling emails 422.8.5Working with the provisioned servicesand scheduling email template engine 422.8.6 Password reset, scheduled report and alert emails 452.8.7 Troubleshooting 46

2.9 Provisioning users andmeeting rooms 462.9.1 Provisioning Portal 462.9.2 Adding ameeting room 472.9.3 Adding users 472.9.4 User passwords 482.9.5 Deleting users 492.9.6 Importing users from infrastructure components 492.9.7 Importing users from a csv file 492.9.8 Importing users from Active Directory 50

3: Reporting and Billing 533.1 Callmatching 54

3.1.1 How does it work? 543.1.2 How do I ensure that all calls can bematched to a customer? 553.1.3 Cisco VMR onMCU behind Conductor 553.1.4 Pexip Gatewaycalls 553.1.5 ISDNGatewaycalls 563.1.6MyWorklist 56

3.2 Reporting 573.2.1 Custom reporting framework 573.2.2 CallReports 573.2.3MCU Reports 663.2.4 Infrastructure Reports 733.2.5MyReports 77

3.3 Billing 773.3.1 Billing price plans 773.3.2 Billing Reports 793.3.3 Generating an invoice 793.3.4 Viewing and editing a generated invoice 80

4: Meeting Portal 814.1 Scheduling 82

4.1.1 Overview 824.1.2 Prerequisites 824.1.3 Limitations 824.1.4Multilingual 824.1.5 Setting up scheduling for a new customer 824.1.6 Email template configuration 844.1.7 Branding 854.1.8Microsoft Exchange integration 864.1.9 Scheduling with theMeeting Portal 87

4.2 VMR pinmanagement 894.2.1 Configuring VMR pinmanagement for a customer 894.2.2 Updating a VMR pin in theMeeting Portal 89

4.3 Directory 914.3.1 Searching 914.3.2 User/Meeting RoomDetails 92

5: Maintenance and administration 935.1 ComNode administration 94

5.1.1 ComNode administration web interface 945.1.2 SKYShell and CLI 95

5.2 SKYWinNode Server administration 975.2.1 User Administration 97


5.2.2 Alert Rules 985.2.3 GlobalSettings 985.2.4 License administration 1005.2.5 Logs 1015.2.6 Server Maintenance 1015.2.7 Set EntityPassword 1025.2.8 Background Jobs 1025.2.9 Auditing 1035.2.10 LanguageManagement 103

5.3 Dashboard andmonitoring 1045.3.1 Dashboard 104

5.4 Backup and restore of system data 1065.4.1 Backing up the LDAPandMongoDBdatabases 1065.4.2 Backing up theMicrosoft SQL database 107

6: Troubleshooting 1086.1 Emails and email templates 109

6.1.1What can go wrong? 1096.1.2 Logs 109

6.2 Cisco CMSuser passwords 1106.2.1 How does it work? 1106.2.2What can go wrong? 1106.2.3 How do I...? 1106.2.4 Logs 111

6.3 Cisco CMSprovisioning 1116.3.1 How does it work? 1116.3.2What can go wrong? 1126.3.3 How do I...? 1126.3.4 Logs 113

6.4 APIs 1136.4.1What can go wrong? 113

Appendix A: Cisco CMS XMPP Multi-domain configuration 114A.1 Cisco CMSXMPPMulti-domain configuration 115

Task1: Setting up the new customer, group, user, and service in SynergyManage 115Task2: Adding the new domain on the Cisco CMSserver 116Task3: Configuring the LDAP JID mapping in the ComNode Admin web interface 116Task4: Post-configuration and testing 116


1: Overview of Synergy Manage

This chapter providesan overview of SynergyManage.

1.1 Introduction 6

1.2 Synergy Manage concepts 6

1.3 Synergy Manage platform overview and requirements 8

1.4 Logging in to Synergy Manage 13


1.1 Introduction

1.1.1 About Synergy ManageSynergyManage is amulti-tier, multi-vendor, multi-tenant management solution for unified collaboration designed to empowerorganizationswho deliver Video asa Service (VaaS) and Unified Communication asa Service (UCaaS). Itsmain focus isensuring data integrity and operational efficiency in amulti-tenant environment with infrastructure components from differentvendors.

Key featuresof the product include:

l Real-time and historic data collectionl Infrastructuremonitoringl Provisioningmanagementl Reportingl Billingl Intelligent call routingl End user Meeting Portal

o Schedulingo Pin codemanagement

1.1.2 InstallationInstallation of SynergyManage is carried out bya SynergySKYengineer. Prior to the installation, customersare required tocomplete the steps in the SynergyManage Preinstallation RequirementsGuide.

1.1.3 About this guideThisAdministrator Guide provides the information you will need once the installation of SynergyManage and product traininghave been completed.

ThisAdministrator Guide includes:

l Product overview.l Carrying out initial configuration tasks.l Report and invoice generation.l Ongoing administration andmaintenance tasks.l Troubleshooting the SynergyManage platform.

1.1.4 Related documentationSee our website for a full list of SynergySkydocumentation.

1.2 SynergyManage concepts

1.2.1 How does Synergy Manage work?Service providers, customers, and groupsare created in the platform ascontainers in a hierarchical tree structure.

http://www.synergysky.com/

http://www.synergysky.com/

1.2.2 Entities: What is the difference between ameeting room and a user entity?


Infrastructure components are added into the platform either at the root level or at the service provider/customer level, and aremonitored for errors and network issues.

Infrastructure services such asCisco CMSSpaces, Pexip VMRs, Cisco VMRsand VCS registrationsare created at the serviceprovider/customer/group level using configuration templates.

Users andmeeting rooms (known asentities) are added to Service Providers/Customers/groups: as theyare created theyareprovisioned with all services in the configuration template that applies to that container.

SynergyManage gathers raw call data from the infrastructure components that have been added into the platform. That data isstored in the SQL database, and processed. Calls arematched to an entity based on the service that wasused, and are thenlisted in the relevant reports and invoices for the customer that entity belongs to.

Optional features:

Feature Description

MeetingPortal

An add-on portal offering VMR PinManagement and Scheduling.

Scheduling Accessed via theMeeting Portal, Synergy Manage Scheduling allows users to schedulemeetings from a simple-to-use interface that integrates withMicrosoft Exchange.

1.2.2 Entities: What is the difference between a meeting room and a user entity?There are two different entity types in SynergyManage:

Entity Description

Meeting room Usually a physical meeting room with a video-conferencing endpoint installed.

Does not require an email address.

User A person with a set of services enabled, such as:

l soft video clientl virtual meeting rooml login to the Synergy Manage platform

Requires an e-mail address: the email address is the unique identifier for the user, and is used for authentication throughout the Synergy Manage platform.

1.2.3 How are reports and invoices generated from the call data?The raw data is processed like this:

1.2.4 ProvisioningProvisioning allowsadministrators to create and deployone or manyusers or meetings rooms (entities) on infrastructurecomponents that have been added to SynergyManage

There are two ways to provision entities in SynergyManage:

Provisioningmethod

Description

Physical Entities are created using a configuration template that is set to create users and services directly on an infrastructure component.

Advancedmode

l If services such as Pexip or Cisco CMS VMRs already exist on the infrastructure, advancedmode provisioning is used to import those services into theSynergy Manage platform.

l For infrastructure components that do not support provisioning, such as Polycom RMX, users can be created and associated with the infrastructureservice, but will not be provisioned on the infrastructure component directly. In this case, advancedmode provisioning is necessary so that calls fromentities using services on these infrastructure components can bematched to the correct customer.

1.3 Synergy Manage platform overview and requirements


1.3 SynergyManage platform overview and requirementsThe SynergyManage platform ismade up of the following:

l SKYWinNode Serverl SKYSQLDatabase Serverl LinuxComNode Server (multiple nodes)l Linuxand/or WindowsRemote Agent Server (Optional)

We strongly recommend that each server is used only for SynergyManage (with the exception of the SKYSQLDatabaseServer).

1.3.1 Deployment scenarios and hardware requirementsAlthough the SynergyManage platform can run with one ComNode in very small environments, there are two recommendeddeployment scenarios, requiring either 2 or 4 ComNodes, depending on the size of your environment:

Deployment type Size Hardware

Regular l < 2000 provisioned usersl < 100 concurrent calls

l 1 x Windows Application Server (Win Node)l 1 x SQL Serverl 1 x Core Linux Com Node (Core Node)l 1 x Application Linux Com Node (App Node)

Large l > 2000 provisioned usersl > 100 concurrent calls

l 1 x Windows Application Server (Win Node)l 1 x SQL Serverl 1 x Database Linux Com Node (DB Node)l 1 x XMPP Linux Com Node (XMPPNode)l 1 x Memory Linux Com Node (Memory Node)l 1 x Application Linux Com Node (App Node)

1.3.1.1 Regular deployment

Minimum server resources:

Server Operating system Purpose CPU RAM HDD Comments

SKYWinNodeServer

l Windows Server2008 r2

l Windows Server2012


Runs:

l IIS web applicationsl SKY-specific windows services

l 2GHz

l 4Cores

8GB 50GB

SKY SQL DatabaseServer




Synergy Manage SQL database l 2Ghzl 2

Cores

8GB 50GB Requires SQL Server 2012 or 2014.

SKY CoreComNode

Linux Synergy ManageMongo and LDAP databases,and communication hub:

l DBNodel XMPPNodel MemNode

l 2GHz

l 6cores

16GB 170GB

High performance disk recommended(SSD/SAS)

SKY ApplicationComNode

Linux l Third party infrastructure communication(Pexip and Cisco CMS):o Data harvestingo Provisioning

l Internal SKY applications

l 2GHz

l 4cores

8GB 170GB

SKY Remote AgentWindows Server(optional)




l Gathers status information and call datarecords from Cisco, Microsoft Skype forBusiness, and Polycom infrastructurecomponents deployed at remote sites

l Gathers status information from CiscoCMS and Pexip infrastructurecomponents deployed at remote sites

l 2Ghzl 2

Cores

8GB 50GB

SKY Remote AgentComNode(optional)

Linux Gathers call data records from Pexip andCisco CMS infrastructure componentsdeployed at remote sites

l 2GHz

l 4cores

8GB 170GB

1.3.2 Network requirements


1.3.1.2 Large deployment

Minimum server resources:

Server Operating system Purpose CPU RAM HDD Comments

SKYWinNodeServer




Runs:

l IIS web applicationsl SKY-specific windows services

l 2GHz

l 4Cores

8GB 50GB

SKY SQL DatabaseServer




Synergy Manage SQL database l 2Ghzl 2

Cores

8GB 50GB Requires SQL Server 2012 or 2014.

SKY DatabaseComNode

Linux Synergy ManageMongo and LDAP Databases l 2GHz

l 4Cores

8GB 170GB

High performance disk recommended(SSD/SAS)

SKY XMPPComNode

Linux XMPP communications hub l 2GHz

l 2Cores

8GB 170GB

SKYMemoryComNode

Linux Data caching l 2GHz

l 4Cores

8GB 170GB

SKY ApplicationComNode

Linux l Third party infrastructure communication(Pexip and Cisco CMS):o Data harvestingo Provisioning

l Internal SKY applications

l 2GHz

l 4Cores

8GB 170GB

SKY Remote AgentWindows Server(optional)




l Gathers status information and call datarecords from Cisco, Microsoft Skype forBusiness, and Polycom infrastructurecomponents deployed at remote sites

l Gathers status information from CiscoCMS and Pexip infrastructurecomponents deployed at remote sites

l 2Ghzl 2

Cores

8GB 50GB

SKY Remote AgentComNode(optional)

Linux Gathers call data records from Pexip andCisco CMS infrastructure componentsdeployed at remote sites

l 2GHz

l 4cores

8GB 170GB

1.3.1.3 Remote Agent Server (optional)

Themain purpose of a Remote Agent server is to fetch status information and call data records from infrastructure devicesdeployed at remote sites. This server is not mandatory in all typesof installations, but is recommended for deploymentswhereinfrastructure devicesare installed remotely.

If you are using the Remote Agent server to communicate with remotely located Cisco CMSor Pexip infrastructurecomponents, you will require both aWindowsRemote Agent (RAWinNode) and a LinuxComNodeRemote Agent (RAComNode).

If your Remote Agent server communicateswith remotely located Cisco, Polycom or Skype for Business infrastructurecomponents, then you only require aWindowsRemote Agent (RAWinNode).

1.3.2 Network requirementsSynergyManage requires that the following ports are open on your network (<-> = bidirectional):

Win Node:

Source Destination Protocol Port (TCP unless otherwise stated) Description

Win Node Cisco CMSMCU HTTPS 443 Read status




Win Node l Pexip InfinityManagement node

l Pexip Infinity Conferencenode

SSH 22 Read status

Win Node l Cisco CodianMCUl Cisco Codian ISDN

Gateway

XML over RPC l 80 (if HTTPS is not enabled on thegateway)

l 443

Read status and data harvesting from MCUand/or ISDN RPC API

Win Node Cisco TCS HTTP/HTTPS 80/443 Read status and data harvesting from TCS API

Win Node Cisco TMS l HTTP/HTTPSl SQL

l 80/443l 1443 (or whichever port you have

configured, if not default)

Read status, data harvesting

Win Node Cisco VCS HTTP/HTTPS 80/443 Read status and data harvesting from VCS API

Win Node Polycom RMX HTTP/HTTPS 80/443 Read status

Win Node Polycom DMA l HTTP/HTTPSl SNMP

l 80/443l 8443

UDP:

l 161

l Read statusl DMA API portl Real time status

Win Node Skype for Business front-endserver

SQL 1433 (or whichever port you haveconfigured, if not default)

Read status

Win Node Skype for Business CDRserver


Data harvesting

Win Node SMTP server(s) l HTTP/HTTPSl SMTP

l 80/443l 25 (or any port configured for

SMTP)

Send password reset email(s) and scheduledreports

Win Node SNMPReceiver SNMP 161 SNMP Traps/Alarms

Win Node SKY SQLServer SQL 1433 Read/write to/from SQL database

Win Node External AD/LDAP server LDAP 389 AD/LDAP user sync.

Win Node Exchange HTTP/HTTPS 80/443 Exchange web services and API for Scheduling.

Win Node Core Node Com Node l HTTPl LDAPl LDAPSl XMPP

l 80 <->l 389l 636l 5222 <->

l Com Node APIl LDAP directoryl LDAPS directoryl XMPP communications

ComNodes:

Source Destination Protocol Port (TCP unless otherwise stated Description

App Node Pexip Infinity Management node HTTPS 443 Provision VMRs.

App Node Cisco CMSMCU HTTPS 443 l Provision Spacesl Initiate user synchronization

App Node SMTP server(s) SMTP 25 (or any port configured for SMTP) Send alert and scheduling email(s).

Core Node Cisco CodianMCU XML over RPC l 80 (if HTTPS is not enabled on thegateway)

l 443

Provision VMRs.

All Com Nodes All Com Nodes l XMPPl LDAPl MongoDB

l 5222l 389l 27017

l Communication with XMPP serverl Communication with LDAP Serverl Communication with Mongo Database

All Com Nodes SKY SQLServer SQL 1433 l Create/update SQL databasel Legacy sync service

Cisco CMSMCU Win Node HTTP/HTTPS Configurable (default is 6060) CDR Receiver for data harvesting

Cisco CMSMCU Core Node l LDAPl LDAPS

l 389l 636

Synchronization of users



Remote Agent Servers (if implemented):


RAWinNode Cisco CMSMCU HTTP/HTTPS 80/443 Read status

RAWinNode l Pexip InfinityManagement node

l Pexip Infinity Conferencenode

l HTTP/HTTPSl SSH

l 80/443l 22

Read status

RAWinNode l Cisco CodianMCUl Cisco Codian ISDN

Gateway

XML over RPC l 80 (if HTTPS is not enabled on thegateway)

l 443

Read status and data harvesting from MCUand/or ISDN RPC API

RAWinNode Cisco VCS HTTP/HTTPS 80/443 Read status and data harvesting from VCS API

RAWinNode Polycom RMX HTTP/HTTPS 80/443 Read status

RAWinNode Polycom DMA l HTTP/HTTPSl SNMP

l 80/443l 8443

UDP:

l 161

l Read statusl DMA API portl Real time status

RAWinNode Skype for Business front-endserver


Read status

RAWinNode Skype for Business CDRserver


Data harvesting

RAWinNode SQL Server SQL 1433 (or whichever port you haveconfigured, if not default)

Data harvesting

RAWinNode Win Node HTTP 80 Harvest API

RA ComNode RAWinNode HTTP 80 Reporting

Cisco CMSMCU Win Node HTTP/HTTPS 80/443 l CDR Receiver for data harvesting

Cisco CMSMCU RAComNode l LDAPl LDAPS

l Configurable (default is 6060)l 389l 636

l Synchronization of users

RA ComNode Core Node LDAP 389 Cisco CMS client authentication (optional)

1.3.3 Network diagram


1.3.3 Network diagram

1.3.4 Supported infrastructure componentsThe following infrastructure software versionsare supported for use with SynergyManage. It is your responsibility to ensurethat any infrastructure you want to integrate with SynergyManage is running a supported software version:

Infrastructure Version Comments

Cisco VCS All versions fromX4.3 - X8.10.2

Polycom DMA v6.1 l H.323 call matching is supported on a best-effort basis for Polycom DMA registrations, which can lead toincomplete reports and invoices. SIP registrations are fully supported for Polycom DMA.

l Provisioning is not supported for Polycom DMA.l The RealPresence Platform API license is required to integrate the Polycom DMA with Synergy Manage (at

additional cost from Polycom).

Skype for Business 2013 Billing and Provisioning are not supported for Skype for Business.

Skype for Business 2015 Billing and Provisioning are not supported for Skype for Business.

Codian MCU All versions from4.2 - 4.5

UTC offset must be set to 0 due to the lack of support for automatic DST change.

Cisco TelePresence Server v3.0 and v3.1 Provisioning is not supported for Cisco TelePresence Server.

Pexip Infinity MCU All versions fromv11.x - v17

l FQDN host addresses are not supported for Pexip Infinity nodes.l A cluster must be created for any Pexipmanagement and conference node (s).

o Themanagement nodemust be set as the conferencemaster.o Any conference nodes must be added to their intended cluster.

Cisco CMS Server v1.8.x - v2.2.8 Profile parameters recently added in Cisco CMS have not yet been implemented in Synergy Manage.

1.4 Logging in to Synergy Manage


Infrastructure Version Comments

Polycom RMX v8.5.1 l H.323 call matching is supported on a best-effort basis for Polycom RMX calls, which can lead to incompletereports and invoices. SIP calls are fully supported for Polycom RMX.

l Provisioning is not supported for Polycom RMX.

Cisco Codian ISDNGateway

API v2.7 (sw v2.1or later)

l UTC offset must be set to 0 due to the lack of support for automatic DST change.l Provisioning is not supported for Cisco Codian ISDN Gateway.

Cisco TelePresenceManagement Suite (TMS)

all versions fromv13.2 - v15.4

Cisco TelePresenceContent Server (TCS)

v5.0 - v6.1 l Reporting and Billing are only supported if the call is routed through a Cisco VCS.l CDR harvest is not supported for Cisco TCS.l Provisioning is not supported for CIsco TCS.

1.4 Logging in to SynergyManage

1.4.1 Supported browsers

Browser Version

Google Chrome (Recommended) 59.0 or later

Firefox (Some limitations in the Reporting UI) 54.0 or later

1.4.2 Accessing the Win Node administration web interfaceTheWin Node iswhere you accessmuch of the SynergyManage functionality. This includesmonitoring of infrastructurecomponents, aswell as all reporting and billing, and other functionality that is detailed throughout this document.

To access theWin Node administration interface:

1. Open a browser window and enter one of the following addresses in the addressbar:o https://server IP-address/web (example: https://109.105.8.50/web)o https://server FQDN/web (example: https://winnode.example.org/web)

2. Log in with the default admin user:o User name: [email protected] Password: password

To change the password of the [email protected], log a SynergyManage support ticket.

1.4.3 Accessing the Provisioning PortalThe Provisioning Portal iswhere you create andmanage users andmeeting rooms.

To access the Provisioning Portal:

1. ClickProvisioning Portal in theWinNode administration interface.The portalwill open in a new window.

2. Log in with the default admin user:o User name: [email protected] Password: password

See "Provisioning users andmeeting rooms" on page 46 for more information.

You can configure SynergyManage to use SAML for Single SignOn across theWinNode admin UI, Provisioning andMeetingPortals. For more information contact your SynergySKY representative.

1.4.4 Accessing the Com Node administration web interfaceSome admin tasksare carried out in the ComNode Admin web interface which you accessas follows:

1. Open a browser window and enter the following in the addressbar:http://server IP-address/Admin

2. Log in with the default admin user.o User name: admin@systemo Password: defaultpassword

See "ComNode administration" on page 94 for more information.

1.4.5 Accessing the Com Node command line Interface


1.4.5 Accessing the Com Node command line InterfaceEach ComNode also hasa command line interface (CLI), which iswhere you accessComNode service information and logs,and perform other ComNode administration tasks. To access the ComNodeCLI:

1. Using Putty, SSH to the ComNode IP address.2. Log in with the default root user:

o User name: rooto Password: SynergySkyWord

See "SKYShell and CLI" on page 95 for more information.


2: Configuration

This chapter describes themain configuration tasks in SynergyManage.

2.1 Creating the customer hierarchy 16

2.2 Customization 18

2.3 Adding Infrastructure 19

2.4 Number pools 25

2.5 Number plans 29

2.6 Profiles 29

2.7 Configuration templates 30

2.8 Emails and email templates 40

2.9 Provisioning users and meeting rooms 46


2.1 Creating the customer hierarchySynergyManage supports amultilevel hierarchyof service providers, customersand groups.When you first accessSynergyManage, you will see just one root container. As you add service provider and customer containers, theyare displayed asanexpandable hierarchical structure.

Youmust take care when designing your customer hierarchyas it is the basis for everything you do in SynergyManage.

Note: The customer hierarchy is created in theWin Node web interface, but is also visible in the ComNode administration webinterface.

You can create your containers as follows:

Container type Possible sub-containers

Service Provider One or more service provider and/or customer containers.

Customer One or more group containers.

Group One or more groups and/or user entities

At each level in the hierarchy you can:

l Add infrastructure components.l Add branding.l Apply configuration templates for provisioning infrastructure services to entities.l Create Number Pools.l Generate reports.l Generate Invoices.

Note: Individual user andmeeting room entities can only be added at the group level.

Each container inherits the templatesand branding that are set on the parent container above it, and the templatesandbranding are applied to all entities in the containers below. To override this inheritance, you can create templatesor branding onthe individual service provider/customer/group containers in the levels below each parent container. For this reason we do notrecommend adding configuration templatesat the root level as you will have to override them on all containers that you createbelow the root container.

2.1.1 Adding general customer information


This is an example of how you could structure your customer hierarchy:

To create a new service provider, customer or group in SynergyManage:

1. From theWin Node administration web interface, go to Provisioning Management.2. Right click on the parent container.3. Select which type of container you want to create: Service Provider, Customer or Group.4. In the pop-up window, enter a descriptive name for the container.5. ClickOK.

The service providers, customersand groups created in the customer hierarchyare sorted alphabetically.

2.1.1 Adding general customer informationOptionally, you can add general information for each customer container.

Note: This is only applicable for customer containers, not for service provider or group containers.

To add customer information:

1. Click on the customer container in the hierarchy.2. Click the Info tab.3. Enter the general settings that apply for that customer:

o General Settingsl Customer Namel Currencyl Web Addressl Organization Number

o Contact Informationl Contact Personl Emaill Telephone

o Postal Addressl Address line 1l Address line 2l Zip Code

2.2 Customization


l Cityl Country

o CMS Defaultsl Default CMS Profiles

l Defineswhich of theMeeting IQParameters (of CMS type) that are active for this customerl Default Call Leg Limit

l If specified, sets a limit on the number of participants associated with this customer that can besimultaneously active in Cisco CMSconferences; new participants beyond this limit will not bepermitted.

2.2 CustomizationYou can customize parts of the platform to reflect yours or your customers' branding.

All customization is administered from the ComNode administration web interface.

2.2.1 BrandingYou can upload your company logo, and/or your customers' logos, and change font color and background color so the SynergyManage admin and user interfaces conform to your company's branding guidelines.

The logo image should not bemore than 65 pixels high.

To get to the Branding page:

1. In a web browser, enter: http://[comnode_FQDN]/Admin/groups2. Click on the customer container level that you want to add branding to.3. ClickBranding.

You can change the branding at the sub-service provider, customer and group level, so that a sub-service provider can eitherapply branding for all customers, or you can offer customized graphical branding for each individual customer.

Field Description

Logo-url The URL location of your custom logo image.

We recommend that this location is outside the application, so that the logo is visible on the login screen.

Primary Background Color Themain background color.

Secondary Background Color l Background color for the headlines in the top line in reports.l Background color for active services in the Provisioning Portal.

Third Background Color l Background color behind the logo.l Background color for active services information in the Provisioning Portal.

Primary Text Color Text color for:

l Breadcrumbl Logout-link (in the top right corner)l Entity information in the Provisioning Portall Headers in the Provisioning Portal

Secondary Text Color Text color for:

l Headlines in the top line in reportsl Active services in the Provisioning Portal

Third Text Color Text color in menus.

Note: If you are logged in with the [email protected], anybranding you have applied will not be visible.

Note: For documentation on branding theMeeting Portal, see "Branding" on page 85.

2.2.2 Service namesYou can change the name of the provisioned servicesat the customer level to conform to companybranding.

To do this:

1. In a web browser, enter: http://[comnode_FQDN]/Admin/groups2. Click on the customer container level that you want to change the service names for.

2.3 Adding Infrastructure


3. ClickService Name.4. From the dropdown, select the service that you want to change the name of.5. In the Alias field, enter the new name for the service.6. In the Logo-URL field, enter the URL for the company logo.7. ClickSave.

2.3 Adding InfrastructureOnce you have created your customer hierarchy, you need to add your infrastructure components into SynergyManage so thatyou can create the services that will be associated with the customer users andmeeting rooms (entities). Once these arecombined, this is how the reporting and billing data will be generated.

Preliminary configuration required for adding infrastructure componentswill be carried out by your SynergySKYengineerduring install or upgrade of your platform. One task you will carry out yourself as your platform grows, however, is to addadditional infrastructure components. This requires that a carrier domain for that infrastructure type is added before you add theinfrastructure component.

2.3.1 Adding a carrier domainA carrier domain is the domain that serviceshosted on one or more infrastructure componentswill use as the URI (orequivalent) suffix. For example, if you are adding a Cisco VCS that supports adding registrationswith uris in the format:[email protected], then you need to add a Cisco VCSRegistration carrier domain with a value of vcs.example.org.

To add a carrier domain:

1. Go to the ComNode Admin web interface: http://[comnode_ip_or_fqdn]/Adminand log in using these credentials:o username: admin@systemo password: defaultpassword

2. In the left menu, clickCustomer groups and select the customer container where you want to add the infrastructure.You can search for a customer folder in the field above the Page number, or click through the pagesof customer foldersusing the arrows to the right of where it saysPage 1.

3. From the topmenu, click Infrastructure .4. In the Carrier domains section, clickAdd new and pull down in the dropdown to select the carrier domain type for the

infrastructure component you are adding.5. Enter a Name for the carrier domain.6. Type the domain for example: domain.example.org7. Select theMeeting IQ domain from the dropdownmenu (there should be only one option here).8. ClickSave Component.

Example configuration:

2.3.2 Adding infrastructure componentsTo add an infrastructure component:

1. Go to theWin Node administration web interface: http://[winnode_ip_or_fqdn]/Web2. ClickCustomer groups and select the customer container where you want to add the infrastructure.3. Click the Infrastructure tab.4. In the Carrier or the Other section as relevant for the infrastructure component you want to add, clickAdd new and select

2.3.3 Call control


the component you want to add from the drop-down list.5. Fill out the fields asdetailed in the tablesbelow for the infrastructure component you have selected.

2.3.3 Call control

2.3.3.1 Cisco Video Communication Server (VCS)

Field Description Example

Name A descriptive name for the component. VCS 1

VCS API Address The address that Synergy Manage will use to access the VCS API. https://vcs1.example.org

VCS API Username The VCS API username. api_admin

VCS API Password The VCS API password. password

Carrier Domain Select the carrier domain. Cisco VCS Registration:example.org

Allowed URI Domains Enter all the URI domains allowed on this VCS. example.org, int.example.org

Default URI Domain Select the default URI domain. example.org

Feedback Receiver Index touse for MeetingIQ VCS PolicyServer

VCS only allows three feedback receivers to be registered, with fixed indices. Select the one thatshould be used for theMeetingIQ VCS Policy Server.

Used for pool provisioning in Scheduling andMeetingIQ.

1

2.3.3.2 Polycom DMA


Name A descriptive name for the component. DMA1

Host address The source address of the component. https://dma1.example.org

User name The DMA administrator user name. Administrator

Password The DMA administrator password. Password123

Carrier domain Select the carrier domain. n/a

2.3.3.3 Microsoft Skype for Business

To integrate with Skype for Business, the SynergyManage platform requires read access to two of the Skype for Businessdatabases.

2.3.3.3.1 Configuring the Skype for BusinessSQL server for real-timemonitoring of the Skype for Business front-end server(s)

For real-timemonitoring, SynergyManage needsaccess to the rtcdyn database, under the SQL instance RTCLocal.

In a typicalSkype for Businessdeployment with multiple front-end servers configured, SynergyManage needsaccess to all thefront-end servers to gather real-timemonitoring information.

To configure the Skype for BusinessSQL server for real-timemonitoring of the front-end servers:

1. EnableMixed-Mode authentication on the SQL server:a. In SQL Server Management Studio, right-click on the server in the Object Explorer and select Properties.b. In Security, change Server authentication to SQL Server andWindowsAuthenticationmode.c. ClickOK.d. Restart SQL server when prompted.

2. Create an SQL user with Read-Only access to each 'rtcdyn' database.

2.3.3.3.2 Configuring the Skype for BusinessSQL server for CDR reporting

To retrieve the data for CDR reports, SynergyManage needsaccess to the Skype for BusinessCDR database.

The default Skype for BusinessCDR database name is lcscdr, and SynergyManage doesnot currently support using anyothername. You can choose where to locate this database, so the SQL Server instance namewill vary.

CDR reporting is not configured bydefault in a Skype for Businessdeployment.

To configure the Skype for BusinessSQL server for CDR reporting:

1. Enable Skype for BusinessCDR reporting following these instructions: Deployingmonitoring in LyncServer 2013.2. EnableMixed-Mode authentication on the SQL server:

https://technet.microsoft.com/en-us/library/gg398199(v=ocs.15).aspx

2.3.4MCU


a. In SQL Server Management Studio, right-click on the server in the Object Explorer and select Properties.b. In Security, change Server authentication to SQL Server andWindowsAuthenticationmode.c. ClickOK.d. Restart SQL server when prompted.

3. Create an SQL user with Read-Only access to the lcscdr database.


Name A descriptive name for the component Skype for Business Server

Front-End Database Hostaddress

The source address of the component https://lyncfe.example.org

Front-End Database Username

The site administrator user name Administrator

Front-End DatabasePassword

The site administrator password Password123

Lync Monitoring ReportsDatabase Hostname

The database hostname https://lyncmon.example.org

Lync Monitoring ReportsDatabase Username

The database user name Administrator

Lync Monitoring ReportsDatabase Password

The database password Password123

Carrier Domain Select the carrier domain n/a

Allowed URI Domains Enter all the URI domains allowed when provisioning Skype for Business users. example.org, example.com

Default URI Domain Set the default URI domain. example.org

2.3.4 MCU

2.3.4.1 CodianMCU


Name A descriptive name for the component Codian 1

Host address The source address of the component https://codian.example.org

User name The site administrator user name Administrator

Password The site administrator password Password123


Allowed URI Domains Enter all the URI domains allowed when provisioning on this MCU. example.org, example.com


Location A descriptive name for the physical location of the component London

2.3.4.2 Cisco TelePresence Server


Name A descriptive name for the component TPS 1

Host address The source address of the component https://ts.example.org

User name The site administrator user name Administrator

Password The site administrator password Password123


2.3.4.3 PexipMCU

Note the following:

l FQDN host addressesare not supported for Pexip Infinity nodes.l Bothmanagement and conferencing nodesmust be added to SynergyManage.l A cluster must be created for anyPexipmanagement and conference node(s), thismust be done using theWin Node

administration web interface, see below for instructions.

2.3.4MCU



Name A descriptive name for the component. Pexipmgmt 1

Pexip Server Name The unique value that is set on the PexipMCU in Platform configuration > Conferencing Nodes >click on a node > Hostname.

Pexip_mgmt_1

Host address The IP address of the PexipMCU. https://92.220.31.26

Username The Pexip API username. Administrator

Password The Pexip API password. Password123

Carrier Domain Select the carrier domain. n/a

Allowed URI Domains Enter all the URI domains allowed when provisioning on this MCU. example.org, example.com


Location A descriptive name for the physical location of the component London

2.3.4.3.1 Adding a Pexip cluster

To add the cluster master:

1. Go to theWin Node webUI >Provisioning Management and click on the customer container where you want to add thePexip cluster.

2. Click Infrastructure3. ClickAdd new MCU4. Select PexipMCU from the dropdownmenu.5. Fill out themandatory fields:


Name A descriptive name for the component. Pexipmgmt 1

Host Address The host address of the Pexip server you are adding. https://92.220.31.26

User Name The Pexip server API username. Administrator

Password The Pexip server API password. Password123

Location The location of the Pexip server. London

WebRTC Base URL The URL users will use to join conferences usingWebRTC on this PexIpMCU. https://pexip1.example.org

Default URI Domain The default domain for users created on this MCU. example.org

Carrier Domain Select the carrier domain. Pexip Carrier Domain(example.org)

6. ClickOk.7. Under Cluster Settings, checkCluster Master and enter a name for the new cluster, then clickOk.

To add the cluster nodes:

Repeat the procedure above to add all nodes in the cluster to SynergyManage, but do not check the Cluster Master checkbox,instead select the cluster name from the Cluster dropdown.

2.3.4.4 Cisco CMS MCU

2.3.4.4.1 Adding the Cisco CMS to SynergyManage

We have added temporaryworkaround functionality to avoid provisioning services to the wrong node in a Cisco CMScluster.Currently in SynergyManage, Cisco CMSMCUsmust alwaysbe created in a cluster, even if you only have one CMS in yourdeployment.

Full cluster functionality is not yet implemented, but you can define themaster and slave nodes, so that only themaster nodeappears in Provisioning Portal when provisioning new userswith CMS services, and nodes in a cluster are grouped together inthe Dashboard.

To add a Cisco CMS, use the normalmethod described in "Adding infrastructure components" on page 19 filling out thefollowing fields:


Name A descriptive name for the component. Cisco CMS 1

API Url The source address of the component. https://CMS1.example.org

2.3.4MCU



API User name The CMS API user name. Administrator

API User Password The CMS API password. Password123

LDAP Server Host The hostname/Ip address of the Core Node or DB Node. 192.168.1.10

LDAP Server Port The LDAP port of the Core Node or DB Node. 389

LDAP Server Bind DN The distinguished name for the Synergy Manage LDAP server (Core Node or DB Node). cn=admin,dc=synergysky

LDAP Server Password The default LDAP password for the Synergy Manage LDAP server (Core Node or DB Node). 3e3t4afDfsdf

Carrier Domain Select the carrier domain. n/a

Location A descriptive name for the physical location of the component. London

Web RTC base url The URL users will use to join conferences usingWebRTC on this Cisco CMSMCU. https://CMS1.example.org

Version Select the API version from the dropdown. 1.8

Once the Cisco CMS is added, you need to add it to a cluster, even if you only have one Cisco CMS in your platform:

1. Go to theWin Node webUI >Provisioning Management and click on the customer container where you have added theCisco CMSMCUs.

2. Click Infrastructure3. Edit the CMSnode that is the cluster master.4. Under Cluster Settings, checkCluster Master and enter a name for the new cluster, then clickOk.5. If thisCMS is amember of a real cluster, close thiswindow and navigate to the other CMSs in the cluster and select the

name of the cluster from the dropdown.

Note: Once you have allocated a cluster name, specified themaster, and added nodes to the cluster, making any furtherupdates to the clustering for these Cisco CMSMCUs is disabled, with the exception of changing the cluster name. This is sothat the slave is not mistakenly allocated as themaster, as thiswould cause similar issues to the one that this functionality isintended to fix. If youmake amistake while implementing the cluster in SynergyManage, log a support ticket so we can revertyour clustering changes.

If themaster needs to be replaced with a slave node (for example, in the event of an RMA):

1. Go to Provisioning Management > Infrastructure.2. Enter dummyvalues in the Name and Host Address fields of the slave node.3. Change the Name and Host Address of theMaster node to the Name and Host Addressof the slave node.

2.3.4.4.2 Configuring the CDR receiver for the Cisco CMSMCU

In order for SynergyManage to gather data fromCMSMCUs, you need to add SynergyManage asa CDR receiver for eachCMSMCU.

The CMSCDR receiver sendsdata to the harvest service on theWin Node.

To configure the CDR Receiver on the CMSMCU:

1. Identify the Carrier ID bygoing to Provisioning Management > Infrastructure > edit the Cisco CMSand note the CarrierID which is in this format: 3b817d54-34f3-46c5-aa9e-8fed0f431569

2. In the CMSwebUI, go to Configuration > CDR settings and enter http://[FQDN or IP ofWinNode]/HarvestAPI/AcanoReceiver?CarrierId=[CMSCarrierID identified in step 1].

Example CDR receiver URL: http://winnode.example.org/HarvestAPI/AcanoReceiver?CarrierId=3b817d54-34f3-46c5-aa9e-8fed0f431569

2.3.4.4.3 Configuring Cisco CMSmulti-domain support

To configure Cisco CMS to support multiple domains, see "Cisco CMSXMPPMulti-domain configuration" on page 115.

2.3.4.5 Polycom RMX


Name A descriptive name for the component. RMX 1

Host address The source address of the component. https://rmx1.example.org

User name The API user name. Administrator

Password The API password. Password123

2.3.5 PSTN gateway


Note: H.323 callmatching is supported on a best-effort basis for PolycomRMXcalls, which can lead to incomplete reports andinvoices. SIP calls are fully supported for PolycomRMX.

2.3.5 PSTN gateway

2.3.5.1 Cisco ISDN Gateway


Name A descriptive name for the component. ISDN Gateway 1

Host address The source address of the component. https://gateway1.example.org

Username The API user name. Administrator

Password TheAPI password. Password123

2.3.6 Management

2.3.6.1 Cisco TelePresenceManagement Server (TMS)


Name A descriptive name for the component. TMS Server 1

Host Address The source address of the component. https://TMS1.example.org

Username The username of an admin user or another user with full access to the TMSManagement API. Administrator

Password TheAPI password. Password123

TMSDatabase Server The name of the TMS database server. sql.example.org

TMSDatabase Username A TMS database user with read access as aminimum. sa

TMSDatabase Password The TMSDatabase password for the user specified above. Password 123

Enable Jabber Activate this checkbox if you have Provisioning Extension enabled on this TMS (optional). Checkbox

Provisioning ExtensionDatabase Server

Provisioning Extension Database Server source address (Optional). sql.example.org

Provisioning Database UserName

Provisioning Extension Database User Name (Optional). sa

Provisioning DatabasePassword

Provisioning Extension Database Password (Optional). Password123

Carrier Domain Select the carrier domain. Cisco Jabber: Jabber Domain(example.org)

2.3.7 Recording server

2.3.7.1 Cisco TelePresence Content Server


Name A descriptive name for the component. TCS Server 1

Host Address The source address of the component. https://TCS1.example.org

Username The API user name. Administrator

Password The API password. Password123

For information on configuring SynergyManage to recognise recorded calls, see "Number plans" on page 29.

2.3.8 Phonebook

2.3.8.1 Seevia


Name A descriptive name for the component. Seevia Connector

Seevia API URL The address of the Seevia API. https://api.seevia.no/v1

Partner Token Your Seevia partner token. 225427511be94c1a91f3a39195b78f56

2.4 Number pools


2.4 Number poolsNumber pools are used to automatically allocate the numerical part of a string, for example: URI or VMR pin, from a specifiednumber range when provisioning entities.

2.4.1 Number pools for provisioningYou can create number pools at the Root, Service Provider, and Customer level of the customer hierarchy. The number poolwill then be available for use in configuration templates for all folders in the entire hierarchy (see "Configuration templates" onpage 30 ). So that you retain a sensible dial plan, however, we recommend that you assign number pools at the level in thehierarchyunder which the users are going to be created.

The number pool is applied by referencing the name of the number pool in the syntaxof the field in the configuration templateservice.

You can use Number Pools in anyof the configuration template fields, but theyaremost usefulwhen provisioning on:

l Pexip VMRl Cisco CMSSpacel Cisco VMR

2.4.1.1 Adding and applying a number pool

Adding the number pool on theWin Node:

1. In theWin Node UI, go to Provisioning Management.2. Select the customer levelwhere you want to add the number pool and click the Number Pools tab.3. Enter a name for the number pool (do not use spaces).4. Enter the Start and End values for the number range.5. ClickOk.

Adding the number pool in the configuration template:

1. In theWin Node UI, go to Provisioning Management and select the customer or group where you want to apply thenumber pool for provisioning.

2. Click the Configuration Template tab.3. Click the tab for the service you want to add: in these instructions, we are adding a CMSSpace.4. Enter the Space name asnormal5. ClickAdd Subservice and select CMSAccessMethod from the dropdownmenu.6. In the field where you want to use the number pool, in this example the URI field, enter the following syntax: $numberpool

2.4.1 Number pools for provisioning


(name_of_your_number_pool)@CiscoCMSdomain.

To test that the number pool is being applied when provisioning users:

1. Create a user in a folder where you have applied the configuration template you created above.2. Once created, check the user'sCMSAccessMethod URI. It should correspond with the first number in the number range

you selected for the number pool.



2.4.1.2 Using the same number pool numeric ID across several services/subservices for the same user

You can use the same number-pool-generated number across several services for a user, for example if you want the numericpart of the URI to be the same for the Pexip VMR, and the Cisco VMR, and all pins associated with the user's services.

To use the same number pool numeric ID across several services/subservices for the same user:

1. In theWin Node UI, go to Provisioning Management and select the customer or group where you want to apply thenumber pool for provisioning.

2. Click on the Info tab, and in the Number Pools section, select the number pool for this customer from the drop-downmenu:

3. Prior to provisioning users, add the Numeric ID parameter to the required fields in the configuration template for thecustomer using the syntax: {NumericId}:



Wherever you specify this in the configuration template, the Numeric ID that is allocated to that user will be used.When you add a user under this customer folder, the next available Numeric ID from that number poolwill be assigned tothem.

You can view a user's numeric ID in the Provisioning Portal under User Details:

2.5 Number plans


Here you can see that the Numeric ID hasbeen used as specified in the configuration template, for the Pexip VMRGuest Pin,and the Conference AliasURI:

2.5 Number plansNumber plansare used to identify recorded calls for billing purposes.

To add a new number plan:

1. Go to theWin Node web interface and click on Provisioning Management.2. Click on the customer folder where you want to create the number plan, and click on the Number Plans tab.3. ClickAdd new numberplan.4. Enter the recording alias in the Value field, and select Recording alias from the dropdownmenu.5. Check Is Active and click Insert.

A number plan will not cause these calls to bematched to a customer, so in addition, you will need to create an endpointregistration service (e.g. VCS registration) containing the recording alias uri.

2.6 ProfilesThis iswhere you define Cisco CMSprofiles that will be provisioned to entities.

The following Cisco CMSprofiles are currently supported:

l CMSCall Leg Profilel CMSCallBranding Profilel CMSCallProfilel CMSClient Branding Profilel CMS IVR Branding Profilel CMSUser Profilel CMSDTMF Profile (applicable at the tenant/customer level only)

For more information on the parameters that can be used refer to the Cisco CMSdocumentation.

To add a profile:

1. In theWin Node webUI, go to Provisioning Management.2. Select the customer container where you want to add the profile.3. ClickProfiles.4. ClickAdd new parameters.5. Select a profile from the dropdownmenu.6. Fill out the required fields.7. ClickOK.

2.6.1 Creating a Space from the Cisco CMS client


8. Click on the customer container you selected in Step 2 again.9. Click the Info tab, and in Default CMS Profiles, select the profile you just created.

We also support batch update of profiles byusing the following procedure:

1. In Profiles, edit the profile.2. After editing the profile and clicking OK the profile will be updated as follows:

o If not associated with anySpace or accessmethod, then it will be added once it is assigned to a Space or accessmethod.

o If it is a tenant profile (such asa DTMF profile), it will be updated/added whenever a Space/accessmethodbelonging to the tenant/customer is edited or added from the Provisioning Portal.

2.6.1 Creating a Space from the Cisco CMS clientWhen adding a CMSUser profile with Can Create Space set to True, so users can create Spaces fromwithin the Cisco CMSclient, you also need to do the following in SynergyManage:

1. Log into the ComNodeweb admin UI2. Select the customer folder where you want to apply the profile3. ClickMeetingIQ Parameters in the topmenu4. Select the customer folder from the list, clicking on the >>arrows if necessary5. ClickAdd numerical property6. Pull down in the Parameter dropdown and select acanoenableeditcospaceinclient. Leave the other parameters as they

are.

7. ClickSave.

2.7 Configuration templatesByusing configuration templates, you can apply one or more services to several entities or service providers/customersat thesame time.

Infrastructure services such asVMRsor SynergyManage portal user logins are provisioned to entitieswhen theyare added toSynergyManage based on the configuration template set on the customer container for that entity.When entities are added toSynergyManage, the configuration template from the first container above themwhere a configuration template hasbeencreated is applied.

Note:When you first create a configuration template, we recommend adding one or two users initially just to check that theyare provisioned correctly before adding in large numbersof users, in case you havemade anymistakes in the configuration.

2.7.1 Creating a configuration templateTo create a new configuration template on a clean installwhere there hasnever been a configuration template created before:

1. In theWin Node web interface, clickProvisioning Management in the topmenu.2. In the customer hierarchyon the left, select the customer container where you want to create the configuration template.3. Click the Configuration Template tab, and do one of the following:

o ClickNew Template to create a new configuration template.o ClickParent Template to inherit the template set on the parent container.

4. Enter a descriptive name for the new template.

2.7.2 Adding services to a configuration template


In a deployment where there is an existing configuration template on the root level container, or if you have created a newcontainer below a container that alreadyhasa configuration template, the New Template option will not be available. To createa configuration template on a container below a container that hasan existing configuration template:

1. In theWin Node web interface, clickProvisioning Management in the topmenu.2. In the customer hierarchyon the left, select the customer container where you want to create the configuration template.3. Click the Configuration Template tab and do one of the following:

o ClickCopy Parent Template to copy the template set on the parent container.You can now add servicesor make changes to the template that will override the template on the parent container.

o ClickDelete to delete the template set on the parent container, then clickNew Template to create a newconfiguration template.

4. Enter a descriptive name for the new template.

2.7.2 Adding services to a configuration templateOnce you have created a configuration template, you need to add services to it that will be applied to anyentities created in thatuser container, either when theyare added via the Provisioning Portal or, for existing users, when you clickApply Template toEntities.

To add a service:

1. In Provisioning Management, select the customer container you want to add services to and click the configurationtemplate tab.

2. In the Services section, clickAdd Service.3. In Select Entity Type, select whether this service will apply to user or meeting room entities.4. Choose the service you want to add from the dropdownmenu.5. Set the service parameters (see the individual section for each service on the following pages).

Note that:

l Parameter entries are automatically saved.l Multiple services can be added to any template.

Clicking Apply Template to Entities applies the servicesand configurations in that configuration template to all entities in allcontainers that the configuration template is applied to. This overridesanymanual changes to a user's settingsor services thatyou havemade directly in the Provisioning Portal. Apply template to entities runsasa background job; you can view theprogressof the job, and any failures, in Administration > Background Jobs. See "Background Jobs" on page 102.

2.7.3 Deleting services from a configuration templateYou can delete services from templatesby selecting the service tab and clicking Delete. Thiswill immediately remove theservice, and anyother services that rely on it, from all entities that were provisioned with it.

2.7.4 Random number generationRandom numbers in configuration templates can be generated for certain attributesbyusing the following syntax: $rand(min-max), i.e. $rand(1000-9999)@int.synergysky.com. You can also use number pools to generate the number part of a URI. Formore details see: "Number pools" on page 25.

NOTE: Clicking on Apply template to entities in the configuration template will regenerate any random numbers for allentitieswhere you have used this syntax to generate a number, for example, Cisco CMScall ID, host/guest pin.

2.7.5 Configuring service availability using billing plansIf you have added your infrastructure at the root level, all serviceswill be available to all customersbydefault. If you want torestrict the servicesavailable to certain customers, you can do this using billing plan configuration. For more information see"Using billing plans to configure service availability " on page 78.

2.7.6 SKY Admin Portal LoginUser entity only.

This service gives the user access to the SynergyManageWin Node administration webUI.

2.7.7 SKY Provisioning Portal Login



First Name First name user attribute. {FirstName}

Last Name Last name user attribute. {LastName}

Access Start Point Select the level in the customer hierarchy that this user will have access to when they log into the SKYAdmin Portal. Their access will be restricted to this customer container and everything below it.

User Interface Language Select the admin portal UI language for users with this configuration template applied:

l Englishl Norwegianl Danish

Note: If you are providing Admin Portal access to your customers, it is very important to change the default settingsand lockdown the access tomenu options you do not want to expose to your customers.

2.7.7 SKY Provisioning Portal LoginUser entity only.

This service gives the user access to the SynergyManage Provisioning Portal.




Access Start Point Select the level in the customer hierarchy that this user will have access to when they log into the SKYAdmin Portal. Their access will be restricted to this customer container and everything below it.

User Interface Language Select the admin portal UI language for users with this configuration template applied:

l Englishl Norwegianl Danish

2.7.8 Jabber VideoUser entity only.

SynergyManage supports creating and editing Cisco Jabber Video clients (formerly known asMovi) through the TMSPEAPI.The TMSprovisioning configuration templates for the Jabber clientsmust be defined in Cisco TMS. The Device AddressPatternin the SynergyManage Provisioned Users folder in TMS must not be changed.


Infrastructure Component The infrastructure component that the service is created on TMS

Username The Jabber Video login username (without any domain) {firstname}.{lastname}

URI The full URI, including the domain. The domainmust be in the infrastructure component's list ofallowed domains.

Mail is used as an example so that users get the same Jabber address as their mail address.

{mail}

{firstname}.{lastname}@example.org

Description Descriptive name of the Cisco VMR {Firstname}.{Lastname}'s VMR

2.7.9 CMS SpaceAfter selecting the CMSSpace service, fill out the following service details:


Infrastructure Component The infrastructure component that the service is created on. Cisco CMS

Space Name The name of the Space, does not need to be unique. {ObjectName}'s Space

Profile The Cisco CMS profile associated with this Space. Default call leg profile

Owner User Name The user name of the Cisco CMS user that owns this Space. {FirstName} {LastName}

Capacity Themaximum number of simultaneous participants in the conference. 8

ClickAdd Subservice to add AccessMethods to the Space.

2.7.9 CMS Space


2.7.9.1 Auto-generated Call IDs

You can generate Call IDs for CMSSpacesusing the following format in the template (given that you want to generate anumber between 61000000 and 69999999), 6$rand(1000000-9999999). Note that the Call ID attribute for CMS ismarked as“unique attribute” in SynergyManage, so there is no risk of number clashes.

Each random series is resolvable only once per service, so if you want to use a different random number for based on the samenumber range for two different attributes (for example, Call ID and Passcode) then youmust use 6$rand(1000000-9999999)for the Call ID and 6$rand(1000000-9999998) for the Passcode - thiswill generate two different numbers.

NOTE: Clicking on Apply template to entities in the configuration template will regenerate the random numbers for all entitieswhere you have used this syntax to generate the call ID, therefore the call ID will change.

If you want to have the same auto-generated number both in the URI and the Call ID, you can copy the attribute value from oneattribute to another using the copy function $copy(attribute name)@example.com (attribute name for Cisco CMSCall ID is“acanocallid”), so then the correct syntaxwould be $copy(acanocallid)@example.com.


Display Name Name of the CMS Access Method. {ObjectName}


{FirstName}.{LastName}@company.com

Call ID Unique ID for Space for use by WebRTC client guest calls. 2468

Profile The CMS profile associated with this access method. Example

Passcode The conference will be protected by this passcode. 9753

2.7.10 CMSUser


2.7.10 CMS UserAfter selecting the CMSUser service, fill out the following service details:


Infrastructure Component The infrastructure component that the service is created on. Cisco CMS

Display Name Display name of the CMS user. {ObjectName}

First Name First name of the CMS user. {FirstName}

Last Name Last name of the CMS user. {LastName}

User Name TheCMS user name. In this example it will be the first letter of the first name and the whole last name,i.e. JSmith.

{FirstName[1]}{LastName}

2.7.10.1 Cisco CMS Syslog Receiver

Admins can use the SynergyManage Cisco CMSSyslog Receiver to enable functionality in SynergyManage that allowsindividual users to create, edit and delete Spacesusing their Cisco CMSclient.

For more information on implementing this functionality, contact your SynergySKY representative.

2.7.11 Pexip VMRAfter selecting the Pexip VMR service, you need to fill out the service details.


Infrastructure Component The infrastructure component that the service is created on. PexipMGMT


Name The name of the Pexip VMR.

This is used as the VMR name on the PexipMCU.

Note: Pexip VMR names must be unique.

{ObjectName}'s Pexip VMR

Description A description for the VMR - this field was previously mapped to the VMR's Name field on Pexip, butnow maps to the Description field.

{ObjectName}'s Pexip VMR

Pin The conference will be protected with this PIN code. 2468

Guest Pin Guests must provide this PIN to enter the conference. 6425

Allow Guest Whether or not guests are allowed into the conference. Disable

Max Callrate In Themaximum call rate that is allowed for incoming calls to this conference. 1920

Max Callrate Out Themaximum call rate that is allowed for outgoing calls from this conference. 1920

For the Pexip VMR you can add a subservice by clicking the Add Subservice button. This iswhere you define the PexipConference Alias.

2.7.12 Cisco VMR




{FirstName}.{LastName}@example.org

Description Descriptive name of the Pexip VMR alias {ObjectName}'s Alias

Create Alias Without Domain If checked, the alias will be created with only URI User Part. Check the box

You can use random number generation to populate the Pin, Guest Pin and URI prefix. Random numbers in configurationtemplates can be generated byusing the following syntax: $rand(min-max), i.e. $rand(1000-9999)@example.org. You canalso use number pools to generate the number part of a URI. For more details see: "Number pools" on page 25.

2.7.12 Cisco VMRAfter selecting the Cisco VMR service, fill out the following service details:


Infrastructure Component The infrastructure component that the service is created on. CiscoMCU 4510

URI The full URI, including the domain. The domainmust be in the infrastructure component's list ofallowed domains. The part before@must be a number.

$rand(1000-9999)@example.org


Description Descriptive name of the Cisco VMR. {Firstname}.{Lastname}'s VMR

Maximum Video Ports Themaximum number of simultaneous video participants in the conference. 5

Pin The conference will be protected with this PIN code. 2468

Register With Gatekeeper Whether the VMR should be registered to a gatekeeper or not. Enable

2.7.13Microsoft Skype for Business


Note that for CodianMCU the URI user part must be a number. Random numbers in configuration templates can be generatedbyusing the following syntax: $rand(min-max), i.e. $rand(1000-9999)@example.org. You can also use number pools togenerate the number part of a Cisco VMR URI. For more details see: "Number pools" on page 25.

2.7.12.1 Cisco VMR behind Conductor

If a Cisco VMR is located on anMCU that is behind a Cisco Conductor, the Conductor adds6 random digits at the end of theconference name tomake it unique.When processing the CDR, SynergyManage removes these digits from the conferencename so that it willmatch the actual conference name configured for the Cisco VMR service in the Provisioning Portal.

CiscoMCU hasa 31-character limitation for Conference Name, so in this case, Conductor replacesany characters after the25th character with the random 6 digits, so that the conference name doesnot exceed 31 characters. Thismeans that when the6 random digits are stripped off bySynergyManage during processing, the conference name no longer matches theconference name of the Cisco VMR service in SynergyManage.

For this reason, for MCUsbehind a Conductor you need to restrict conference names to 25 characters or less, otherwise theseconferenceswill never bematched.

2.7.13 Microsoft Skype for BusinessUser entity only.


Infrastructure component The infrastructure component the service is created on. Lync 2013

Description Descriptive name of the service. {ObjectName}



2.7.14 Cisco VCS RegistrationAfter selecting the Cisco VCSRegistration service, fill out the following service details:


Infrastructure Component The infrastructure component that the service is created on. Cisco VCS Control


Note: The uri must be entered in lower case to ensure that calls can bematched correctly.


Description Descriptive name of the VCS Registration. {FirstName} {LastName}

2.7.15 Seevia Phonebook



Contact Person The contact person for the VCS registrations. John Smith

Investment Cost This is for future use in ie for ROI calculations. 0

For the Cisco VCS Registration you can add a subservice by clicking the Add Subservice button.





Alias Type Define the alias type (SIP/H.323/E164) H.323

2.7.15 Seevia PhonebookAfter selecting the Seevia service, you need to fill out the service details.


Seevia API The API to use when communicating with Seevia https://api.seevia.no

Service type to add tophonebook

Defines the services types that should be added to the Seevia phonebook service CMSUser

2.7.16 Polycom DMARegistration


Note:When adding CMS AccessMethods to phonebook, only accessmethodswith scope: Publicwill be displayed in Seevia.

2.7.16 Polycom DMA RegistrationAfter selecting the PolycomDMARegistration service, you need to fill out the service details.


Infrastructure component The infrastructure component the service is created on Polycom DMA




2.7.17 Polycom DMA VMRUser entity only.

Note that this service is used for soft or Advanced provisioning only, for callmatching purposes. See "Provisioning" on page 7.


Infrastructure component The infrastructure component the service is created on Polycom DMA

Conference Name The conference name of the Polycom DMA VMR Polycom Conference

2.7.18 Cisco TelePresence VMR


2.7.18 Cisco TelePresence VMRAfter selecting the Cisco VMR service, fill out the following service details:


Infrastructure Component Select the Cisco TelePresence Server from the list. Cisco TPS

Conference Name Specify the syntax for the conference name. {Firstname}.{Lastname}'s VMR

2.7.19 Pexip DeviceUse this service to provision device registrationson the PexipManagement Node.


Infrastructure Component The infrastructure component that the service is created on. PexipMGMT

Alias The full alias/uri including the domain. The domainmust be in the infrastructure component's list ofallowed domains.

p.{FirstName}{LastName}@example.org

Description Descriptive name of the Pexip device.

This is used as the device name on the PexipMCU.

Note: Pexip device names must be unique.

{ObjectName}'s Pexip Device

User Name The user name of the owner of the device. p.{FirstName}{LastName}@example.org

See also "Pexip Gatewaycalls" on page 55.

2.7.20 SKY Meeting Portal LoginUser entity only.

Provisioning a user with this service provides themwith a login to theMeeting Portal.




Administrator Users who are specified as administrators have access to view logs in theMeeting Portal. Checkbox

Super User Users who are specified as Super Users can book meetings on behalf of other users: when they arelogged into theMeeting Portal Schedule a Meeting page, the Organizer field will be available.

Checkbox

Access Start Point Book-on-behalf-of privileges for super users in this customer container will be restricted to users in thecustomer container selected here and all containers below it.

Checkbox

2.8 Emails and email templates


2.8 Emails and email templatesYou can configure SynergyManage to send out the following emails to entities and system users:

l Provisioned servicesl Schedulingl Password resetl Scheduled reportsl Alerts

The content of all SynergyManage emails (with the exception of alert emails) is defined in email templates that can be applied atany level in the customer hierarchy. You can choose to use one email template for all customers, or you can adapt the emailtemplate to one or more specific customer's requirements byediting it at that customer level in the hierarchy. Bydefault the emailtemplatesare branded with the SynergyManage logo and sample text.

There are twomailer services, both running on theWin Node, with responsibility for the different email types:

Mailer Service Email Type

Win Node: Processing service l Provisioned servicesl Password resetl Scheduled reportsl Alert emails

Win Node: Scheduling service Scheduling

2.8.1 Editing the Win Node processing service mailer settingsTo edit theWin Node processing servicemailer service settings:

In theWin Node Admin UI, go to Administration > Global Settings > E-mail Settings. See: "GlobalSettings" on page 98.

2.8.2 Editing the Win Node scheduling service mailer settingsTo edit theWin Node Scheduling servicemailer settings:

1. In theWin Node Admin UI, go to Provisioning Management.2. Select the customer you want to edit themailer settings for.3. Click the Scheduling Template tab, and go to the Communications section of the template.

2.8.3 Provisioned services emailsProvisioned servicesemails are generated from one email template, configured at the customer level in ProvisioningManagement. Theyare sent to users according to email rules configured for that customer. You can configure the templates sothe emails contain yours or your customers' companybranding, and any text you want.

2.8.3.1 Provisioned services email types

There are three different provisioned service emails:

Email Type Send conditions

Welcome TheWelcome email typically welcomes the user to Synergy Manage and provides details of all the services the user has been provisioned with.

Welcome emails are automatically generated and sent to a user the first time the user is added to Synergy Manage, if Send Welcome Email isticked in the Email Rules for this customer.

Welcome emails can be generated and sent to users manually from the following pages:

l Administration > User Administration > User Actions > Send Welcome Emaill Provisioning Portal > Select user > Send Welcome Email

Update The Update email provides the user with details of any changes to their provisioned services, for example if a VMR PIN number or the URI of aVMR has been changed.

Update emails are automatically generated and sent to users every time one or more services are updated for a user, either manually inProvisioning Portal, or via the Provisioning API or another sync process, or by updating the configuration template for that customer thenclicking on Apply Template to Entities.

Current Status The Current Status email provides details of all the services that the user is provisioned with.

Current Status emails can be generated and sent to users manually from the following pages:

l Administration > User Administration > User Actions >Send Current Status Emaill Provisioning Portal > Select user >Send Current Status Email

2.8.3 Provisioned services emails


2.8.3.2 Configuring the provisioned services email rules

You can choose to configure email rules at the root level, so that the same rulesapply for all customers, or you can configuredifferent email rules at different levels in the hierarchy. If there are no rules set on a folder, it inherits the rules set on the folderabove, and so on.

Note: If there are no email rules configured on the root folder (or any folders below), no automated emailswill be sent to users.

You can configure the following rules:

Field Description

Send automated emails? Choose whether to send out provisioning services emails automatically. If you select No here, you can send provisioning services emailsmanually from the User Actions page or via the links on a user's page in Provisioning Portal.

Select which automatedemails will be sent

If Send automated emails? is set to Yes, you can opt to only send automatedWelcome emails, or only send automated Updated servicesemails.

Notify administrator of emailproblems?

You can tick this option and enter an email address that will receive an email if there are errors when the system tries to generate the emailtemplate.

Only applies if Welcome email and/or Updated services email is ticked in the section above.

Send copies of allprovisioned servicesemails?

You can tick this option and enter an email address that will receive a copy of all automated emails that are sent to users.


All services provisioned ok Select whether to send automated emails if all services are provisioned ok.


One or more services notprovisioned ok

Select whether to send automated emails if one or more services are not provisioned ok.


2.8.3.3 Adding, editing, and testing the provisioned services email template

To create an email template for a new customer:

1. Go to theWin Node web admin UI.2. Bydefault there is no template text added when you first create a template at the customer level, so you need to copy the

template text from the Root folder in the tree, so you have a template to edit:a. In Provisioning Management, click on the Root folder in the customer hierarchy.b. Click on the Email Templates tab.c. Select Email template Provisioned services from the dropdownmenu to display the default email template content.d. Copy the email template content to a text file.

3. Click on the customer container where you want to configure the email template.

2.8.4 Scheduling emails


4. ClickEmail Templates.5. In the Email template dropdownmenu, select Provisioned services.6. Copy the default template text from the text file you created in step 2d and paste it into the Email template window.

To edit an existing email template:

1. Go to theWin Node web admin UI.2. Click on the customer container where you want to edit the email template.3. ClickEmail Templates.4. In the Email template dropdownmenu, select Provisioned services.5. In the Email template tab, edit the template text.

To test how the provisioned servicesemailwill lookdepending on which servicesare configured for a user:

1. Go to theWin Node web admin UI.2. Click on the customer container where you want to configure the email template.3. ClickEmail Templates.4. In the Email template dropdownmenu, select Provisioned services.5. Ensure you have email template content in the Email template window - see section on creating a new email template

above.6. Click on the Template testing tab, and select the combination of services you want to test, then click one of the three

Test... buttons to see how the emailwill look.

2.8.4 Scheduling emailsThere is one template that is used for all the emails sent for Scheduling. The text of the email changesdepending on thescenario and the HTML in the email.


New meeting When ameeting is scheduled, the organizer and all participants receive this invitation email.

Updated meeting When the organizer updates themeeting to change date/time/connection settings, all participants received this update email.

Canceled meeting If the organizer deletes themeeting, all participants received this meeting cancellation email.

Meeting end notification If meeting end notification is enabled for this customer in the Scheduling Template, and themeeting organizer ticks Meeting end notificationwhen booking themeeting, this is the email sent out to the organizer the number of minutes before the end of themeeting specified in theScheduling Template.

2.8.4.1 Editing the Scheduling email template

To edit the scheduling email template:

1. In theWin Node Admin UI, go to Provisioning Management.2. Select the customer you want to edit the scheduling email template for.3. Click the Scheduling Template tab, and go to the Email section of the template at the bottom.

2.8.5 Working with the provisioned services and scheduling email template engineThis template is heavily customizable, so you can create the lookand feel that reflects different customers' branding.

l You can use the template testing function to preview the template on-the-fly, and check if you have entered the syntaxcorrectly.

l There is a help tab in the UI that provides specific attribute information for the scheduling emails; attribute information forthe provisioned servicesemail is included below.

2.8.5.1 Structure

The template is structured with the subject tagsand content, and then the body tagsand content.

Email section Tags

Subject <t:subjectline>

</t:subjectline>

Body <t:bodyhtml>

</t:bodyhtml>

2.8.5Working with the provisioned services and scheduling email template engine


Email section Tags

Location

(only used in scheduled emails)

<t:location>

</t:location>

The bulk of the email inside the body tagsusesa table format.

It is essential that the syntaxof the template iswell formed, and that all tagsare closed. If there are errors in the syntaxof thetemplate, the emailswill not be sent.

2.8.5.2 Looping

You can add syntax to the template so that it "loops" or iterates through the services that apply to an entity, or the participantsinvited to ameeting, and outputs the HTML accordingly.

Here is an example of the syntaxused to loop through all the services for an entity:

<t:repeat for="service" in="service.allservices">

</t:repeat>

Everything between the start and end tagswill be repeated according to howmanyservices there are. To reference the servicethat is in scope for this iteration, you use the service reference. See "Provisional service email attributes" on the next page formore details.

You can loop the following provisioned service collections:

l service.allservicesl service.updatedservices

2.8.5.3 Conditional statements

The email templates support conditional statements so that one email template can be used for multiple scenarios.

These are IF statements, and allow you to implement conditional branches in your template. The syntaxof a conditionalstatement is:

<t:if leftattributename="service.classes" rightattributename="carriedpeeracanouserlogin"operator="contains">

</t:if>

Everything between the start and end tag will be output if the condition ismet.

You can use the following operator values:

l equalsl notequalsl containsl notcontains

Here is an example of a conditional statement from the ProvisionalService email template that defineswhether theWelcome,Update, or Current Status content will be used in the email:

<t:if leftattributename="receiver.state" operator="equals" rightattributename="added">

Synergy SKY - Welcome<t:a>receiver.firstname</t:a> <t:a>receiver.lastname</t:a>

</t:if>

<t:if leftattributename="receiver.state" operator="equals" rightattributename="updated">

Synergy SKY - Your user has been updated<t:a>receiver.firstname</t:a><t:a>receiver.lastname</t:a>

</t:if>

<t:if leftattributename="receiver.state" operator="equals" rightattributename="current">

Synergy SKY - Your current service status<t:a>receiver.firstname</t:a><t:a>receiver.lastname</t:a>

</t:if>

2.8.5Working with the provisioned services and scheduling email template engine


2.8.5.4 Email template classes and attributes

2.8.5.4.1 Provisional service email classes

When iterating through services in the email template, youmust checkwhich type (class) the service is in order to output thecorrect attributesasdetailed in the table below. This can be done in the following way:

<t:if leftattributename="service.classes" rightattributename="skyschedulingportallogin"operator="contains">

//Write the HTML code here

</t:if>

Class Description

carriedpeeracanouserlogin Cisco CMS user login

carriedpeermulticoncurrentacanocospace Cisco CMS Space

carriedpeeraliasacanoaccessmethod Cisco CMS access method

carriedpeermulticoncurrentpexipvmr Pexip VMR

carriedpeermulticoncurrentaliaspexipconferencealias Pexip VMR alias

carriedpeermulticoncurrentciscocodian Cisco Codian VMR

carriedpeerciscovcsregistration Cisco VCS registration

carriedpeeraliasciscovcsregistration Cisco VCS registration alias

carriedpeermicrosoftlync Microsoft Lync / Skype4Business

carriedpeerpolycomdmaregistration Polycom DMA registration

carriedpeermulticoncurrentpolycomdmavmr Polycom DMA/RMX VMR

carriedpeerciscojabbervideo Cisco Jabber Video

skyschedulingportallogin Synergy Manage Scheduling portal login

skycustomerserviceportallogin Synergy Manage Provisioning portal login

skyportallogin Synergy Manage Admin portal login

2.8.5.4.2 Provisional service email attributes

All attributes in the table below with the “service.” prefix relate to the classesdescribed in the table above, and can only be usedwhen iterating through the list of services. Some attributesare specific to certain classes, whereasothers can be used for allclasses. The ones that are not applicable to any classes (marked with N/A in the table below) can be used anywhere in thetemplate.

The "receiver." prefix is global and relates to who is going to receive the email. You cannot loop through these attributes.

To output the value of a specific attribute in HTML, the t:a tag needs to enclose the attribute like this:

<t:a>service.objectname</t:a>

Attribute Description Applicable to classes

receiver.firstname The receiver’s first name N/A

receiver.lastname The receiver’s last name N/A

receiver.state Whether the user has been added, or updated, or requires anoverview of current services.

Applicable values:

l addedl updatel current

N/A

receiver.hasupdatedservices Whether any of the user’s services have been updated N/A

service.hasactiveservices Whether the user has any active services N/A

service.hasdeletedservices Indicates whether there are deleted services (true/false). N/A

service.allservices A list containing all services for the user N/A

service.updatedservice A list containing the services that have been updated for this user N/A

2.8.6 Password reset, scheduled report and alert emails


Attribute Description Applicable to classes

service.classes The classes (or types) this service All

service.uri The uri of the service (available on all services) All

service.objectname The object name on the service (available on services containingthis information)

All

service.firstname The first name on the service (available on services containing thisinformation)

carriedpeeracanouserlogin

service.lastname The last name on the service (available on services containing thisinformation)

carriedpeeracanouserlogin

service.acanoxmppusername The xmpp username onCisco CMS user service carriedpeeracanouserlogin

service.acanopasscode The passcode on Cisco CMS access method carriedpeeraliasacanoaccessmethod

service.acanocallid The CallId on Cisco CMS access method carriedpeeraliasacanoaccessmethod

service.acanosecret The secret key on Cisco CMS access method carriedpeeraliasacanoaccessmethod

service.pexipvmrpin The PIN code on a Pexip VMR carriedpeermulticoncurrentpexipvmr

service.pexipvmrallowguests Whether the allow guests is set on a Pexip VMR carriedpeermulticoncurrentpexipvmr

service.pexipvmrguestpin The guest PIN on a Pexip VMR carriedpeermulticoncurrentpexipvmr

service.pexipvmrmaxcallratein Themax call rate in on a Pexip VMR carriedpeermulticoncurrentpexipvmr

service.pexipvmrmaxcallrateout Themax call rate out on a pexip VMR carriedpeermulticoncurrentpexipvmr

service.carriedpeermulticoncurrentcapacity Themaximum number of participant (capacity) on a Pexip VMR carriedpeermulticoncurrentpexipvmr

service.ciscocodianconferencename The name of a Cisco Codian VMR carriedpeermulticoncurrentciscocodian

service.ciscocodianpin The PIN code of a Cisco Codian VMR carriedpeermulticoncurrentciscocodian

service.ciscovcscontactperson The person added as a contact on a Cisco VCS registration service carriedpeerciscovcsregistration

service.ciscovcslocation The location of a Cisco VCS registration carriedpeerciscovcsregistration

service.uriprotocol The alias type of a Cisco VCS registration (sip, h323 or e164) carriedpeerciscovcsregistration,carriedpeeraliasciscovcsregistration

service.polycomdmavmrconferencename The conference name of a Polycom DMA/RMX VMR carriedpeermulticoncurrentpolycomdmavmr

2.8.5.4.3 Best practices

Follow these ruleswhen editing the provisioned servicesand scheduling email templates to avoidmaking simplemistakes thatcan stop the emails from being sent out:

l Keep backups: Copyand paste the content of the email template into a text file before youmake any changes so you canrevert back to the original template content if your changes stop the emails from being sent out.

l Use indentation: Correct indentationmakes it easier to see the flow and logic of a template and can help when trying toidentify issueswith your XML statements.

l Close all tags: The template engine is strict, so if your XML and HTML is incorrect, the emailswill not be sent. Make sure alltags (XML and HTML) are closed. Indentation can help with this.

l Close string values: Ensure that any values that are enclosed in quotes, for example: width=”50px”, have both openingand closing quotes.

l Do not use CSS styles: CSS styles displaydifferently depending on the recipient's email client, and in some caseswill notwork at all. To apply styling, specify the attributesdirectly in the HTML templates.

2.8.6 Password reset, scheduled report and alert emailsThe following emails are generated and sent by theWin Node Processing service:

Email Type Send conditions Template used

Password reset When Send Password Reset Email is clicked for a user in the Provisioning Portal. Password reset

Scheduled reports When a user subscribes to a report, it is sent out via email at the configured date and time. Scheduled report

Alerts When an alert event that a user is subscribed to via an Alert Rule occurs. No template, the content cannotbe edited.

2.8.7 Troubleshooting


2.8.6.1 Editing the password reset and scheduled report email templates

To edit the password reset and scheduled report email templates:

1. Go to theWin Node web admin UI.2. Click on the customer container where you want to edit the email template.3. ClickEmail Templates.4. In the Email templates tab, select the template from the dropdownmenu.

You can edit all text that is not between the%symbols. You can remove the%attributes if you do not want them to display in youremails.

Here is some example text for each email:

2.8.6.1.1 Password Reset

Dear %FIRSTNAME% %LASTNAME%,

You have requested to reset your SynergySKYpassword.

Username: %USERNAME%

Company: %CUSTOMERNAME%

Please click this link to provide a new password:

http://customerdomain.com/PasswordReset/SetPassword.aspx?%URLSUFFIX%

Best Regards,

Your Service Provider

2.8.6.1.2 Scheduled Report

Dear %FIRSTNAME% %LASTNAME%,

Please find attached your report: %REPORTNAME%

Best Regards,

Your Service Provider

Note: It is not possible to edit the Alert email template.

2.8.7 TroubleshootingTo view information on the statusof emails that have been sent, checkAdministration > Logs >Message Log.

See "Emails and email templates" on page 109 for information on troubleshooting problems relating to emails and emailtemplates.

2.9 Provisioning users andmeeting rooms

2.9.1 Provisioning PortalThe Provisioning Portal iswhere you add users andmeeting rooms (known asentities) and provision themwith theinfrastructure services that you created in Provisioning Management.

The customer containers you created in Provisioning Management are visible as the same customer hierarchy in theProvisioning Portal. (See "Creating the customer hierarchy" on page 16).

Once entities are added, you can search for them in the Provisioning Portal using:

l all or part of their name.l all or part of their email address.l displayname (objectname).l uri of a service created under the entity.l Cisco CMSCallId.

The first 20matching entries are displayed.

2.9.2 Adding ameeting room


Note: If your entity contains non-standard characters for example:æ, ø, å; SynergyManage strips out these characters if theyare used to generate the URI or other dial string in servicesprovisioned to infrastructure components. This is becausemostendpoints cannot dial non-standard characters, so this avoidsprovisioning servicesendpoints cannot dial.

2.9.1.1 Accessing the Provisioning Portal

There are two ways to access the provisioning portal:

l In theWin Node web interface. clickProvisioning Portal..l Type: https://FQDN_of_your_Win Node]/CustomerServicePortal/ in a browser window.

2.9.2 Adding a meeting roomIn the Provisioning Portal:

1. ClickAdd Meeting Room2. In the dropdownmenu: select the container group where you want to add themeeting room.3. ClickNext.4. Fill out the fields as follows:

Variable Description

Name This is the Display Name.

Number of chairs in this room The physical capacity of themeeting room.

External Calendar System Scheduling with Exchange only: select the customer's Exchange server from the dropdown.

External Calendar System Reference Scheduling with Exchange only: The Exchange email address of themeeting room resource.

Automatic Dial Out Scheduling only: Specify whether this meeting room should be automatically dialed atmeeting start time when it is scheduled in ameeting.

Display in Global Directory Scheduling: If this is ticked, themeeting room will be included in all Meeting Portal roomsearch results, regardless of which customer themeeting room has been created under inthe customer hierarchy. If this is not ticked, themeeting room will only display in searchresults if the logged in user has access to the customer container where themeeting roomhas been added.

Administrator Email The email address of themeeting room administrator who will receivemeeting details in anemail if themeeting room is scheduled in ameeting. (Optional field, only valid if Schedulingis enabled.)

Extra Attribute 1 - 5 Values that correspond with the fields where you have used Extra Attributes in configurationtemplates.

5. ClickSave.

2.9.3 Adding usersIn the Provisioning Portal:

1. ClickAdd user2. In the dropdownmenu: select the container group where you want to add the user.3. ClickNext.

2.9.4 User passwords


4. Fill out the fields as follows:

Variable Description

Display Name This is the Display Name.

First Name The user's first name.

Last Name The user's last name.

E-mail The user's email address. (This is the unique identifier for the user in Synergy Manage soyou cannot use the same email address for more than one user.)

Automatic Dial Out Scheduling only: Specify whether this user should be automatically dialed at meeting starttime when it is scheduled in ameeting.

Display in Global Directory Scheduling: If this is ticked, the user will be included in all User search results, regardless ofwhich customer the user has been created under in the customer hierarchy. If this is notticked, the user will only display in search results if the logged in user has access to thecustomer container where the room has been added.

ExtraAttribute1-5 Values that correspond with the fields where you have used Extra Attributes in configurationtemplates.

5. ClickSave.

If a configuration template is applied to the customer folder where you add the user, all the services in the configuration templatewill be created for the user when you clickSave. You need to be sure you have populated all the fields required by theconfiguration template, for example the Extra Attribute fields, if these have been included asparameters in the configurationtemplate, otherwise you will get an error. See also "Configuration templates" on page 30.

You can configure SynergyManage to send provisioned servicesemails to userswhen theyare added, for more details see"Emails and email templates" on page 40.

For the SynergyManage Admin Portal Login and SynergyManage Provisioning Portal services, you can define the AccessStart Point. This setting defines the user's accesspoint in the provisioningmanagement tree structure. In the ProvisioningPortal, the user will only have access to create/edit/delete serviceson this level and below.

Userswith SynergyManage Admin Portal Login access can only access information in SynergyManage at the folder specifiedas the Access Start Point level and below.

Note: If you are providing SynergyManage Admin Portal access to your customers, it is very important to change the defaultsettingsand lockdown the access tomenu options you do not want your customers to see. See "User Administration" onpage 97 for more details.

2.9.4 User passwordsAll user entities in SynergyManage have one password that is applied to all services configured for the user entity including:

l SynergyManage Admin Portal Loginl SynergyManage Provisioning Portal Loginl SynergyManageMeeting Portal Loginl CMSUser (used to log into the CiscoMeeting client)

After the user is created, their password needs to be set before they can log into anyof these services.

2.9.4.1 Setting the user password

These are themethods for setting the user password:

l Include a link to the Password Reset Portal (http://[winnode_IP/FQDN]/PasswordReset/) in the ProvisionalService email template. See "Emails and email templates" on page 40.

l Manually set it for the user in one of two ways:o Go to Administration > Set entity passwordo View the entity in Provisioning Portal and click on Send password reset email

2.9.4.2 Setting password security

You can choose to implement password security settings including:

l MinimumPassword Lengthl MinimumNumber of Digits in Passwordsl MinimumNumber of SpecialCharacters in Passwordsl RequireMixed Case Passwords

2.9.5 Deleting users


l Failed Login AttemptsBefore Blockl BlockDuration (Minutes)l WebSession Expiration Time (Minutes)

For more details see the SecuritySettings section in "GlobalSettings" on page 98.

2.9.5 Deleting usersUsers cannot be permanently deleted from SynergyManage, instead theyare deactivated. This is because data relating to oldusers still needs to be available for historical reporting and billing purposes.

Users can be deactivated byadministratorswith equal or higher access in the administration portal.

To deactivate a user:

1. In the Provisioning Portal, search for the user you want to deactivate.2. ClickDeactivate account.

2.9.6 Importing users from infrastructure componentsYou can also import existing users from infrastructure components.

For more information, contact your SynergySKY representative.

2.9.7 Importing users from a csv fileYou can do a batch import of users in the Provisioning Portal by importing a CSV file.

2.9.7.1 Constructing the CSV file

For each user that you import, youmust enter:

l displayNamel firstNamel lastNamel email

In addition, the CSV file can contain up to 5 ExtraAttribute fields, in the format of "ExtraAttribute<N>" where N can be 1 through5 that you can use for other data in the configuration template, such ashost/guest pin, E164 number, department etc.

Examples:

l {ExtraAttribute1}@company.coml {ExtraAttribute2} to use asa passcodel {ExtraAttribute3} aspart of a service name for example: {ExtraAttribute3}'sVMR

2.9.7.2 Example file

displayName,firstName,lastName,email,ExtraAttribute1,ExtraAttribute2,ExtraAttribute3,ExtraAttribute4,ExtraAttribute5

Peter Johnson,Peter,Johnson,[email protected],1437404583,6725,,,

John Smith,John,Smith,[email protected],15235567374,9639,,,

2.9.7.3 Triggering a CSV import

1. Create and save a csv file containing the users you want to import according to the description and example below.2. In the Provisioning Portalclick Import Users in the upper right corner.3. In Select Group, choose the customer container you want to import the users to.4. ClickSelect to browse to the csv file.5. Click Import.

2.9.8 Importing users from Active Directory


The import runsasa background job; you can follow the progressof the import in Administration > Background Jobs. Thiswillalso log any failures. See "Background Jobs" on page 102.

2.9.7.4 CSV table description for entity import

Field Name Example Description

displayName Peter Johnson The display name of the entity

firstName Peter First name of the entity

lastName Johnson Last name of the entity

email [email protected] email of the entity

ExtraAttribute1 1437404583 e.g. E.164 Alias

ExtraAttribute2 6725 e.g. Passcode

ExtraAttribute3 Peter e.g. firstname

ExtraAttribute4 Accounting e.g. department name

ExtraAttribute5 1234 e.g. Guest Pin

2.9.8 Importing users from Active DirectoryThe Active Directory (AD) synchronizer offers a one waysynchronization from one or multiple Active Directories to SynergyManage. Thismeans that users in an end customer’sAD will automatically be added to SynergyManage, and whenever theyare deleted from AD theywill also be removed from SynergyManage, and their serviceswill be de-provisioned.

Users can be imported from specified AD SecurityGroupsandOrganizationalUnits either in a Service AD hosted by the ServiceProvider, or from a customer's on-premise AD.

The following information is pulled from AD and used when creating the users:

l First namel Last namel Displaynamel Email addressl Mobile phone number (ExtraAttribute1 in SynergyManage)l sAMAccountName (ExtraAttribute2 in SynergyManage)

Note: Passwordsare not imported from AD. The userswill get a random password that can be changed using the ‘passwordreset’ link.

2.9.8.1 Configuring AD Sync

The AD sync tool is a standalone service and configurator that runson the SynergyManageWin Node.

To configure the service:

1. Go to C:\SynergySky\ADSyncServiceConfigand clickSynergySKY-ADSyncServiceConfig.exe to launch theconfigurator.



2. Complete the configuration in the configurator as follows:

Section Description

Logging Specify whether to enable event logging, and detailed logging, and how big the log file can get before it rolls over.Log files are located here by default: C:\SynergySKY\ADsyncService\Logs

IntervalSettings

The service does a full AD sync once per day at the time specified here. Note that a full sync may create some load on the Domain Controller,depending on the number of users you have in AD: Therefore we recommend that you schedule the daily sync for non-business hours.In addition you can enable polling for updates at configurable time intervals.

ProvisioningAPI Settings

Enter the provisioning API settings for your Synergy Manage platform. You can find the settings in the Synergy Manage install folder - the defaultlocation is here: C:\SynergySKY\CustomerServicePortal\Config

Active Directoryconnectors

This is where you add new connectors, or select the one you want to use.When adding a new connector, specify the settings and select whether you want to filter users by AD group (security group) or LDAP path (oupath).You can addmultiple connectors.Note: The service user account must be a domain user account.

SynergyManage GroupFolder

Specify the group in the Synergy Manage customer hierarchy that this AD connector will add and sync users to.

3. ClickSave changes then Start to start the service.The first synchappenswhen the service starts up, and subsequent syncshappen at the scheduled time.

Note: The AD sync service usesport 389 (LDAP) for the connection towards the Domain Controller. It also supports LDAPSon port 636. For Service Providerswith a customer that wants to import users from their AD, if you want the AD serviceinstalled in your service provider network rather than locally at the customer site, you need to have an incoming LDAPSconnection from the AD Sync service to the customer'sAD.



Example configuration:

2.9.8.1.1 Using Enable Polling for Updates

Youmust configure the service account as follows if you want to use the Enable Polling for Updates option:

To use the DirSync control, caller must have the 'directory get changes' right assigned on the root of the partition beingmonitored. Bydefault, this right is assigned to the Administrator and LocalSystem accounts on domain controllers. The callermust also have the DS - Replication - Get - Changesextended control access right.

Note: The “DirSync” component that SynergyManage uses to detect changesdoesnot detect that a user is removed from asecurity group. It may therefore take up to 24 hours (next full sync) before a user is removed from SynergyManage when it’sremoved from an AD group. However removing a user from anOU is detected immediately.


3: Reporting and Billing

This chapter describeshow Reporting and Billing data is generated and how to generate reports and invoices.

3.1 Call matching 54

3.2 Reporting 57

3.3 Billing 77


3.1 Call matchingSynergyManage generates reports and invoicesbased onmatching calls to customers. If you have not configured yourcustomer hierarchy, infrastructure and services correctly, SynergyManage will not be able to accuratelymatch calls tocustomers, and the unmatched call data will bemissing from reports and invoices.

3.1.1 How does it work?SynergyManage collects or 'harvests' call detail records (CDRs) from the infrastructure that hasbeen added to the platform.The CDRsare harvested in raw format, and processed for use in reporting and billing. SynergyManage tries tomatch eachprocessed call to a service provisioned to a user or meeting-room entity as follows:

Call type Value matched on

Call control calls:

l Cisco VCS Registrationl Polycom DMA Registration

Source and destination alias.

Cisco CMS Space coSpaceId:

The unique ID for the Space on theMCU, in the format: efd402a4-20b6-4535-b0c4-0879185af93d

visible in the Cisco CMS API URL:

https://acano.synergysky.com/api/v1/cospaces/efd402a4-20b6-4535-b0c4-0879185af93d

Cisco CMS also sends the Space name in the CDRs but this value is not unique so it is not used for matching.

Cisco CMSClient Display Name of the user's Cisco CMS client service.

Pexip Device See "Pexip Gateway calls" on the next page

.Other VMRs:

l Pexip VMRl Cisco VMRl Polycom DMA VMR

Conference name.

If there is nomatching service, the callwill not be visible in the customer reports, and will be listed under My Worklist.

Example callmatching scenario for a user 'John Doe' who has two servicesenabled:

Service How the calls are matched

An endpoint registration with uri:[email protected]

Processed CDRs from a call control device with either a source or destination alias matching [email protected] uri, will bematched to John Doe’s soft video client service.

A personal virtual meeting room called: “JohnDoe’s meeting room”.

Processed CDRs from anMCU to and from John Doe’s meeting room will bematched to his personal virtual meeting roomservice.

Note: SynergyManage will not try to link calls to an E.164 alias. This is because the same E.164 alias could be used by severaldifferent external callers, which could result in these calls beingmatched to the wrong customer in SynergyManage. Toenable E.164 aliasmatching at your own risk, add this line to the SynergyProcessing Service's configuration file: <addkey="EnableE164Matching" value="true" />.

3.1.1.1 Excluding infrastructure components from CDR harvesting

You can choose to exclude one or multiple infrastructure devices fromCDRHarvesting.

3.1.2 How do I ensure that all calls can bematched to a customer?


To configure this:

1. Go to C:\SynergySKY\HarvestService\config\appSettings2. Add this line: <add key="ExcludeFromCDRHarvesting" value="1,2,3"/> inserting the System ID of the

infrastructure component as the value.For multiple components, use comma separation.

3.1.1.2 Manually activating call matching to attempt to rematch unmatched calls

SynergyManage attempts tomatch each call only once. If the call could not bematched, and you then create a correspondingservice tomatch the call to the customer, all future callswill bematched towards this service/customer, but anyold unmatchedcallswill not automatically bematched. You can set the callmatching to run again once you have created services for a customeras follows:

1. In theWin Node AdminWeb interface, go to:o My Worklist > Unmatched Callso My Worklist > Unmatched MCU Conferences

2. ClickRematch unmatched calls.

Thiswill rematch all callswithin the time period selected in Administration > Global Settings > Ignore unmatched calls olderthan (days).

All calls that could not bematched on the first attempt will appear in the Unmatched Calls or the Unmatched MCUConferences report with a Next Linking Attempt timestamp of year 9999.

3.1.2 How do I ensure that all calls can be matched to a customer?All calls need to have a URI either incoming or outgoing, or a conference name that can bematched to a service belonging to anentitywithin a customer container in SynergyManage.

Adding inMCUs that contain yearsworth of CDRscan lead to a lot of unmatched data. This old data can bematched tocustomersmanually by creating configuration templates that contain those conference URI patterns. Callmatching attemptsoccur only once for each call, so you need to reset the call linking attempt andmatch the data to the newly created servicesasdetailed above.

3.1.3 Cisco VMR on MCU behind ConductorIf a Cisco VMR is located on anMCU that is behind a Cisco Conductor, the Conductor adds6 random digits at the end of theconference name tomake it unique.When processing the CDR, SynergyManage removes these digits from the conferencename so that it willmatch the actual conference name configured for the Cisco VMR service in the Provisioning Portal.

CiscoMCU hasa 31-character limitation for Conference Name, so in this case, Conductor replacesany characters after the25th character with the random 6 digits, so that the conference name doesnot exceed 31 characters. Thismeans that when the6 random digits are stripped off bySynergyManage during processing, the conference name no longer matches theconference name of the Cisco VMR service in SynergyManage.

For this reason, for MCUsbehind a Conductor you need to restrict conference names to 25 characters or less, otherwise theseconferenceswill never bematched.

3.1.4 Pexip Gateway callsTomatch Pexip Gatewaycalls, youmust add gateway rules in SynergyManage on theWin Node in Provisioning Management> click on the customer folder > Gateway Rules

3.1.5 ISDN Gateway calls


TheGateway rules defined heremust match the gateway rule(s) added on the PexipManagement Node under Serviceconfiguration > Call routing:

In SynergyManage the conference name of a Pexip gatewaycall is displayed in reports in the following format:

FromPexip client:7bd892b7-aa4c-490a-8bbe-4a4572b70d97:

Pexip gatewaycalls arematched in the following prioritized order:

1. If the initiating/first participant is a provisioned Pexip Device alias service in SynergyManage, match the call to the entitythat owns that service.

2. If the initiating/first participant is not a provisioned Pexip Device alias, checkwhether there are gateway rulesmatching theconference name. If the conference name prefix (up until the ‘:’matchesa rule, thenmatch the call to the customer wherethat gateway rule is set in SynergyManage.

Note that the conference names from Pexip will be replaced with either:

1. the description of the provisioned Pexip Device or2. the name of the Gateway rule.

3.1.5 ISDN Gateway callsISDN calls arematched to a corresponding VCS/DMAcall based on the calling/called number and the connect and disconnecttimes. It is therefore essential that the VCS/DMA and ISDNGatewayare synchronized to the sameNTP server, and that theISDN gateway (if Cisco Codian) has itsUTC offset set to 0.

3.1.6 My WorklistMy Worklist displaysall calls that are not matched to a customer. For a call to be defined asunmatched, neither the origin northe destination address, or the conference name, could bematched to a customer in SynergyManage.

3.2 Reporting


3.1.6.1 Unmatched Calls

Call control calls that could not bematched to a customer.

You can choose to view Unmatched or Partlymatched calls.

Amaximum of 20000 calls is displayed.

3.1.6.2 IncompleteMCU Calls

MCU conferenceswhere for some reason no conference end event was received bySynergyManage. These conferences canbe flagged asendedmanually by selecting the conference, and then adding an end timestamp either for the conference or forthe participant for which there wasno end event.

3.1.6.3 Customers with expiring/expired billing plans

Customers that do not have a billing plan assigned to them, or whose billing plan will expire up to 3months from today.

3.1.6.4 UnmatchedMCU Conferences

MCU conferences that could not bematched to any customer.

3.1.6.5 Unmatched ISDN Calls

ISDN calls that could not bematched with anyVCS/DMA calls.

3.1.6.6 Provisioning Status

Failed and pending provisioning tasks.

3.2 ReportingSynergyManage retrieves call data from all infrastructure devices that have been added to the platform. This call data is storedin the database, then processed and, if possible, matched to customers in SynergyManage. (See "Callmatching" on page 54for more details.)

Reports are accessed via theWin Node web interface, under Reports.

Unmatched calls are listed under My Worklist.

The following apply to all generated reports:

l You can export all SynergyManage reports as csv files by clicking on the Excel icon in the lower right corner.l The logged-in user can subscribe to all SynergyManage reports by clicking Subscribe to this report. This adds the report

to theMy Reports menu, and generatesand emails the user a PDF of the report on the specified date.l Call data that cannot bematched to any customer will still be visible when generating a report without specifying a

customer (if All or Unmatched is selected).l For conferences that span a 2-daydate range, for example starting on 30 November at 22:00 and ending on 1 December

at 04:00, the conference will be counted in Number of Meetings for both days (and in this case, bothmonths).

3.2.1 Custom reporting frameworkThe custom reporting frameworkallowscustomers to request reports from SynergyManage asa professional service, that arecreated and customized according to their specific requirements. This frameworkprovidesmore flexibility in the way the datagathered bySynergyManage can be presented in reports, and includes the ability to gather data from external systems forcorrelation with the SynergyManage data.

To discussand request purchasing custom reports, contact your SynergySKY representative.

3.2.2 Call ReportsThe data in these reports is gathered from the call control and PSTN components you have added into SynergyManage, suchasa Cisco VCS, PolycomDMA,Microsoft Skype for Business, or an ISDNGateway.

You can view call reports for your entire customer hierarchyor you can filter at the customer level.

3.2.2 Call Reports


3.2.2.1 Call Detail Records

This report lists all calls that were routed through anyof the call control devices in SynergyManage.

You can filter on the following:

l Origin or destination of the calll Customerl CallControl devicel Date rangel Minimum durationl Call type

To generate the report once you have selected the filters, clickSearch.

The calls are displayed in a table that contains the following information for each call:

Item Desription

Internal hop count The number of call control devices the call was routed through. Only devices that have been added intoSynergy Manage are counted.

Start time The time the call was initiated.

End time The time the call ended.

Duration The duration of the call.

Origin alias The source URI.

Destination alias The destination URI.

Traversal call True or false depending on whether the call was routed through a VCS Expressway.

Expanding a call using the arrow to its left displays the following additional fields for each call leg:

Item Description

Component The call control system the call was routed through.

Source Customer The customer in Synergy Manage that the origin alias is matched to.

Destination Customer The customer in Synergy Manage that the destination alias is matched to.

Call connected Connection status.

Clicking the Details link to the right of one of the call legsdisplays the following additional fields for each call leg:

Item Description

BW requested Requested bandwidth.

BW allocated Connected bandwidth.

Route Call route on the infrastructure component.

Protocols Protocols and interworking information.

Get XML Displays all the data for the call as an XML file.

Note: This data is affected by the setting Administration > Global Settings > Delete raw CDRdata older than (days). The XML data is in the raw CDR data table in the SQL database, so beaware that if you set this setting to a low number of days, XML data for calls older than that number ofdays will no longer be retrievable from the database when clicking the Get XML link.

TheMCU Call Details link in the furthest column to the right in the table row is visible for all calls that were hosted on anMCU.Clicking this link opensa window for that call displaying the following fields:

Item Description

Conference The name of the conference.

Customer The customer that the conference is linked to.

Conference Type Whether the conference is ad-hoc or scheduled.

Unique Participants The number of unique participants that have been part of the conference.

Max Simultaneous Participants Themaximum number of participants that have been in the conference at the same time.

Total Participants The total number of participants. Connected and disconnected participants are counted the number oftime they have joined the conference.

3.2.2 Call Reports


Expanding the conference showseach participant and the time that theyConnected and Disconnected, and the Duration inminutes.

The Show Timeline link opensa new window displaying when participants connected and disconnected.

The CDR Details link to the right of each participant opensa window displaying selected fields from the tablesabove.

3.2.2.2 Total UsageOver Time

This report shows the total usage, either bynumber of minutesor bynumber of calls, for all call control devices, for a specifiedtime period. You can group the data bymonth, week, day, or hour.

In the example below, you can see the total number of calls that tookplace each day for all customersduring the last month:

3.2.2.3 Call Distribution

This report groups calls or minutes for all call control devicesbyhour, weekday, dayof month, or month. Thismeans that youcan quickly see patternsof usage and peakusage times, for example, that most calls happen on a Tuesday, or that users spendmoreminuteson calls that take place between 10:00 and 13:00.

Note: If there is no usage on a particular day, this daywill not be shown in the report.

3.2.2 Call Reports


In the example below, you can see that peakusage inminutes for the Root Service Provider (all customers) from 28 April 2015 -28May2015, acrossall call control devices, occurs onWednesdays:

3.2.2 Call Reports


However, looking at the number of calls for the same selected customer and time period, the daywhenmost calls aremade isTuesdays:

3.2.2.4 Endpoint Utilization

This report shows the usage per individual endpoint, either bynumber of minutesor bynumber of calls, for a specified timeperiod. Both incoming and outgoing calls are displayed bydefault.

To view data for calls in one direction only, click on the Incoming andOutgoing legend linksat the bottom of the graph.

All applicable provisioned servicesare displayed in this report, including those that have not participated in any calls. Note that:

l Deleted servicesand entities aremarked asdeleted (and only shown if theyhave been in calls).l Serviceswith sub-services (for example Cisco VCS registration: SIP and E164 aliases) are grouped together asone line.

3.2.2 Call Reports


In this example, you can see the total number of minuteseach endpoint was in incoming and outgoing calls for the period 28 April2015 - 28May2015, for customer SynergySKY (production):

3.2.2.5 Group Utilization

This report shows the utilization in minutes, calls or allocated bandwidth for all groupsunder the selected customer container, orfor all entitieswithin a customer group, depending on the Select Customer parameter.

For example, selecting the Root Service Provider (the top level container) will display utilization data for all containers under thatcontainer. Selecting one customer will display utilization data for anygroups created under the customer container. Selecting abottom-level group will display utilization for all entitieswithin that group.

3.2.2.5.1 Utilization for groupswithin a customer

In this example, the SynergySKY (production) customer contains3 groups:

l Employeesl Meeting Roomsl Test Group

3.2.2 Call Reports


The report displays the number of incoming, outgoing and internal callsmade byeach group between 29 April 2015 and 29May2015:

Incoming: Calls to amember of the group from amember of another group within the customer, or from an external participant.

Outgoing: Callsmade from amember of the group to amember of another group within the customer or to an externalparticipant.

Internal: Callsmade from onemember of the group to another member of the same group.

3.2.2.5.2 Utilization for entitieswithin a customer group

If you drill down further to lookat the utilization per entity, the data is represented slightly differently.

3.2.2 Call Reports


Meeting room entities

This report showscalls per entity for theMeeting Roomsgroup underneath the SynergySKY (production) customer for thesame time period:

Incoming: Any incoming call to that meeting room,

Outgoing: Anyoutgoing call from that meeting room.

There are no Internal calls displayed, as Internal here would represent a call from themeeting room system to itself.

User entities

For the employeesgroup under the SynergySKY (production) customer, it is different again, as user entities can have severalservicesprovisioned to them:

3.2.2 Call Reports


Incoming: Any call to the user from another member of the same group, or amember of another group, or an externalparticipant.

Outgoing: Any call from the user to another member of the same group, or amember of another group or an externalparticipant.

Internal: Any callwhere the user called from, for example, their physical endpoint into their Cisco CMSSpace.

Note: To filter out one of the call types from the report, click on Incoming, Outgoing, or Internal in the legend at the bottom ofthe graph.

3.2.2.6 ISDN Call Reports

This report lists all inbound ISDN to IP callswhere both the following apply:

l The callwas routed through a VCS that hasbeen added to SynergyManage.l The call could bematched to a user service belonging to a customer in SynergyManage.

ISDN calls arematched to a corresponding VCS/DMAcall based on the calling/called number and the connect and disconnecttimes. It is therefore essential that the VCS/DMA and ISDNGatewayare synchronized to the sameNTP server, and that theISDN gateway (if Cisco Codian) has itsUTC offset set to 0.

You can filter the results by:

l gateway.l customer.l date range.

You can also specify aminimum duration inminutes.

The report data is displayed in a table and shows the following:

Item Description

Calling number The source number.

Original called number The number received by the gateway.

Final called number The number the call terminated on.

Direction Call direction.

Bandwidth The bandwidth of the call.

Start Call start time.

Proceeding Whether the call is proceeding.

End Call end time.

Clicking the Details link to the right of a table row displays the following data for that call:

Item Description

System ID The system ID.

Call type Whether the call was audio or video.

Via auto attendant Whether the call was routed through an auto attendant.

Disconnect reason The reason the call disconnected.

B channels The number of B channels in use for this call.

Bandwidth downspeeded Whether the bandwidth was downspeeded for this call?

Restricted Whether the call was restricted.

H323 alias The H.323 alias.

Endpoint DN The endpoint DN.

Endpoint IP The endpoint IP address.

Audio from codec The audio from the codec.

Video from codec The video from the codec.

3.2.3MCU Reports


Item Description

From resolution The from resolution.

Audio to codec The audio to the codec.

Video to codec The video to the codec.

To resolution The to resolution.

3.2.3 MCU ReportsThe data in these reports is gathered from all theMCUsyou have added into SynergyManage.

You can view MCU reports for your entire customer hierarchyor you can filter at the customer level.

3.2.3.1 MCU Conference List

This report lists all conferences that were hosted on anyof theMCUs in SynergyManage.

You can filter on:

l MCUl Type of conferencel Customerl Date rangel Minimum durationl Conference name

To generate the report once you have selected the filters, clickSearch.

Note: Clustered/distributed conferencesare grouped together in this report.

The conferencesare displayed in a table that contains the following information:

Item Description

Component TheMCU that hosted the conference.

Conference The conference name.

Customer The customer that the conference was matched to.

Conference Type The type of conference:

l Staticl Ad-hocl Scheduledl Multiway

Start Start time of the conference (date and time).

End End time of the conference (date and time).

Duration Duration of the conference.

Unique Participants The number of unique participants in the conference.

Max Simultaneous Participants Themax number of simultaneous participants.

Total Participants The total number of participants.

Status Whether the conference is active or disconnected.

Expanding a call using the arrow to its left displays the following additional fields for each participant:

Item Description

Participant The conference participant.

Connected The time the participant connected to the conference.

Disconnected The time the participant disconnected from the conference.

When expanding an Active conference, the Disconnected field will display the current time.

Participants that have joined the same conferencemultiple timesare grouped, but only once the conference hasdisconnectedcompletely. Active conferenceswill therefore show grouping of participants incorrectly.

3.2.3MCU Reports


Clicking the Details link to the right of one of the participants displays the following additional fields for each participant:

Item Description

Dialed Number The number the participant dialed to join the conference.

Protocol The protocol the participant device used for the conference.

Direction Whether the participant dialed in or was dialed out to.

Encryption Whether the conference was encrypted or unencrypted.

Bandwidth (To / From) The bandwidth between the participant and theMCU.

Resolution (To / From) The resolution between the participant and theMCU.

Audio codec (To / From) The audio codecs that were used between the participant and theMCU.

Video codec ( To / From) The video codecs the participant and theMCU.

Packet Loss Audio % (To / From) The audio packet loss in percentage between the participant and theMCU.

Packet Loss Video % (To / From) The video packet loss the participant and theMCU.

Jitter (To / From) The jitter between the participant and theMCU.

Disconnect reason The reason why the participant disconnected from the conference.

Note: Not all valuesare provided byallMCU vendors.

Clicking the CDR Details link to the right of one of the participants displays the following additional fields for each call leg:

Item Description

Origin alias The source URI.

Destination alias The destination URI.

Traversal call True or false depending on whether the call was routed through a VCS Expressway.

BW requested Requested bandwidth.

BW allocated Connected bandwidth.

Route Call route on the infrastructure component.

Protocols Protocols and interworking information.

Get XML Displays all the data for the call as an XML file.

Clicking Show Timeline opensa new window displaying when participants connected and disconnected.

3.2.3.2 MCU Conference Participation Report

This report shows the number of conferences that were hosted on allMCUs in SynergyManage, filterable by customer, withspecific numbersof participants, for a specific time period.

Note: This report doesnot include conferenceswith less than 2 participants.

3.2.3MCU Reports


This example is for 24May2015 to 24 June 2015 for all customers in SynergyManage, grouped byweek. You can see howmanyconferencesduring a particular weekhad only two participants, or whether any conferenceshadmore than 6participants, for example.

3.2.3.3 Virtual Meetingroom Utilization

This report shows the usage of virtualmeeting roomsover a specified date range. There are four different report types:

Item Description

Number of meetings The number of meetings the VMR was used for within the date range specified.

Number of meetingminutes

The total number of minutes that meeting room was used for a conference within the specified date range.

Number of participants The total number of participants that have used that meeting room within the specified date range, differentiating between audio and videoparticipants.

Number of participantsminutes

The sum of the number of meetingminutes for each participant that has connected to the VMR during the specified date range, differentiatingbetween audio and video participants.

Virtual Meetingroom Utilization report types

Note: This report only includes static conferences. Ad-hocand scheduled conferencesare not included in this report.

All applicable provisioned servicesare displayed in this report, including those that have not participated in any calls. Note that:

l Deleted servicesand entities aremarked asdeleted (and only shown if theyhave been in calls).l Serviceswith sub-services (for example Pexip VMR and all aliases) are grouped together asone line.

3.2.3MCU Reports


This example shows the total number of minuteseach VMRwas in a call for the period 24May2015 - 24 June 2015, for allcustomers:

3.2.3.4 Concurrent MCU Calls Report

This report shows the number of participants concurrently on allMCUs in SynergyManage, for all or selected customers in aspecified date range.

You can choose whether the report displays:

l Average: Themode average value (the number of participants that occursmost often during the time period)l Max: The largest number of participants at the same timel Min:The smallest number of participants at the same time

either by selecting from the Show dropdownmenu, or by clicking Average, Max, or Min in the legend to the right of the graph.

3.2.3MCU Reports


In this example, you can see the number of concurrent participants per day for all customers in the date range 17 June 2015 - 24June 2015:

This report shows that on 18 June 2015:

l Themaximum number of participants concurrently acrossallMCUswas3.l Themode average was2 participants concurrently.l Theminimumwas1 participant.

3.2.3.5 Group Utilization

This report shows the same data as "VirtualMeetingroomUtilization" on page 68 but for groupsof entities rather thanmeetingrooms, and ad hocand scheduled conferencesare included in this report.

The data is displayed either for all groupsunder the selected customer container, or for all entitieswithin the selected customergroup, depending on the Select Customer parameter.

3.2.3MCU Reports


This example shows the number of minutesall user VMRsunder the customer container SynergySKY (production) were inmeetings, per group, within the date range 22May2015 - 22 June 2015:

3.2.3.6 Total MCU UsageOver Time

This report shows the total usage acrossallMCUs, for a specified time period and customer. You can group the data bymonth,week, day, or hour. You can report on:

l Number of meetingsl Number of meetingminutesl Number of participantsl Number of participant minutes

3.2.3MCU Reports


In the example below, you can see the total number of participant minutesper month for customer SynergySKY (Prod) over thepast year:

3.2.3.7 MCU Call Distribution

This report shows the distribution of MCU calls for a specified time period and customer. You can group the data bymonth, dayof month, weekdayor hour. You can report on:

l Number of meetingsl Number of meetingminutesl Number of participantsl Number of participant minutes

3.2.4 Infrastructure Reports


In the example below, you can see the distribution of number of participant minutesper dayover the past year for customerSynergySKY (Prod):

3.2.4 Infrastructure ReportsThe infrastructure reports are reports for administrators that show how the load on each device hasevolved over time.



3.2.4.1 License History

This report shows the number of user andmeeting room licensesused per day for the entire platform, within a specified datarange. In this example, you can see that 5 additional userswere added on 20 June 2015, then 2 userswere removed on 21June 2015:

3.2.4.2 Provisioned Services

This report shows the number of services that have been created or deleted for a particular customer during a specific daterange. The report also showshow the number of serviceshasaccumulated or decreased over a period of time.

In this example you can see howmanyCisco CMSSpaceshave been added and removed everymonth for the customerSynergySKY (Prod) between 1 July 2015 and 30 June 2016.



3.2.4.3 Infrastructure History Report

This report showshistorical data for the type of infrastructure component selected.

Different Report Typesare available depending on the type of infrastructure selected. Selecting anMCUwill allow only otherMCUs to be selected from the list. The same is true for CallControl devices, Management, and Streaming devices.

Some options, for example CPU Load, only apply to one type of MCU (in this case Cisco CMS) but are visible for allMCUs. Thisis because SynergyManage supports several different MCUs including Pexip, Cisco CMSandCisco. Therefore the CPU Loadreport appears for allMCUsalthough it is only available for PexipMCUs, in case you select for example, a Pexip, an Cisco CMS,and a CiscoMCU to report on at the same time.

Note: At this time, the Cisco CMSdoesn't send any information about CPU usage, which iswhywe can't provide thisinformation in SynergyManage.

3.2.4.4 Uptime Report

This report shows the uptime of the infrastructure components in SynergyManage for a specified date range. You can filter bycustomer.



You can either view the average uptime:

or the Uptime per time interval:

3.2.5My Reports


3.2.5 My ReportsIf you subscribe to a report, it will appear in thismenu. Only the reports the logged-in user has subscribed to are shown. Thesereportswill be sent asPDFsvia email to the recipient at the configured date and time.

3.3 BillingSynergyManage offers a fully integrated billing solution. You can generate invoices for all harvested and processed call datathat can bematched to a customer. For more details see "Callmatching" on page 54 .

You can set up different Billing Price Plans for individual customersaccording to how you want to charge them.

Note: All calls are rounded up to the nearest minute for billing purposes.

3.3.1 Billing price plansThere are three predefined default billing price plans that you can use as the starting point to creating your own billing price plan:

Default billing price plan Description

Concurrent Calls The customer pays for a pool of resources. This could for example be 20 ports on theMCUs. Each participant in a conferencewould then consume one port. The port limit is not limited to one conference, but may be counted across all the conferences thecustomer is running in parallel. The customer can then be charged per port per minute if they havemore than 20 participantsconnected at any time.

Pay as you go The customer pays nothing up front for the usage, but may have a fixed price for the services they have. The customer is thencharged per call. The cost can be set on call type and call direction, and be based on start-up charges and/or minute charges.

Included minutes The customer pays for a set of included call minutes. This could for example be 3000 port minutes on theMCUs per month. Eachparticipant in a conference would then consume oneminute from this pool per minute. The customer can then be charged per portper minute if they usemore than the allotted pool of minutes.

3.3.1.1 Creating a new billing price plan

To create a new billing price plan:

1. In theWin Node web interface, go to Billing > Billing Price Plan Administration.2. ClickCopy on one of the existing price plans.3. Give the new price plan a Name and click Insert.4. Select Edit for the new price plan in the Billing Price Plan list.5. Make any changes to the new price plan, and clickClose to save.6. To charge customers for something that is not listed in the pricing plan, add it as a Custom Billable Element.

Once you have created and saved a price plan, it becomes locked. Tomake any changes to the price plan, you need to Unlockit. Once the billing plan is changed, you will need to Lock and recalculate in order for the changes to take effect. Thiswill alsoclear all generated billing data that hasnot yet had an invoice basis generated. It will take up to an hour before the billing data isvisible in reports and can be invoiced again.

Note: Changing a value for a setting in a price plan createsa Show History field listing the changesand which user wasresponsible for the change.

3.3.1.2 Setting the price plan for a customer

To set the price plan for a particular customer in Provisioning Management:

1. Select the customer.2. Click the Billing Plan tab.3. Click on Assign to price plan.4. In the drop-downmenu, select the Billing Price Plan you want to use for this customer.5. Select the date range that this billing plan should be active for this customer.6. Click Insert.

To assign a customer to a price plan in Billing > Billing Price Plan Administration:

1. ClickEdit on a billing price plan2. Scroll down to Customer assigned to this price plan3. ClickAssign to customers.4. Select the customer and the date range for this billing price plan.

3.3.1 Billing price plans


3.3.1.3 Deleting a billing price plan

Clicking Delete for a price plan will delete the price plan and all invoicing data history.

3.3.1.4 Infrastructure-specific information

l Microsoft Skype for Business callswill be charged as internal/external calls according to the billing plan. TheMicrosoftSkype for Business service will be charged per dayaccording to a split price of themonthly charge of the Skype forBusiness service in the billing plan.

l PolycomDMAVMR callswill be invoiced using the numbers you have set in the Non-Routed Calls category of whicheverbilling price plan you assign to the customer. This is the samewhether you use one of the predefined price plans, or youcreate one of your own.

3.3.1.5 Using billing plans to configure service availability

You can use billing plans to specifywhich servicesare available in the Provisioning Portal on a per-customer basis.

To enable this functionality:

1. On theWin Node, go to the SynergyManage install directory and locate this file (here wewill use the default C:\ drive):C:\SynergySKY\ProvisioningAPI\Config\AppSettings.txt

2. Add the following inside the appSettings tag: <add key="LimitAvailableServicesToBillableServices"value="True" />

Once this setting hasbeen added to the AppSettings file, serviceswill only be available in the Provisioning Portal if the customerhasbeen configured with a Billing Price Plan, and theMonthly price per unit for that service is given a value that is equal to orgreater than 0.

If set to less than 0 (for example: -1), the service will not be available in the Provisioning Portal. Note that serviceswith aMonthly price per unit of 0 or lesswill not generate anybilling data.

In the example below, only the Cisco CMSSpace and Pexip VirtualMeeting Room serviceswill be displayed when creatingentities, but only the Cisco CMSservice will be chargeable when billing the customer:

3.3.2 Billing Reports


The Billing Price Plan above willmake the following servicesavailable when creating entities for the customer in theProvisioning Portal:

3.3.2 Billing ReportsSome callswill not be billable, either because theywerematched to a customer after the last invoice wasgenerated, or becausethey could not bematched to a customer at all. The billing reports display these calls.

Billing report Description

Non-invoiced items Select one or more customers from the drop-down list to view a list of all calls for the selected customer(s) that have not beeninvoiced. These are calls that werematched after the last invoice was generated, that will normally be included in the nextgenerated invoice.

Untracked call items This is a list of calls that could not bematched to a customer, and therefore cannot be invoiced.

3.3.3 Generating an invoiceYou can generate invoicesdirectly from SynergyManage and export them either asa PDF, or asa CSV file. You can alsointegrate directlywith an invoicing system through the Billing API.

Invoice data is generated automatically every hour. For this reason, youmust generate invoicesmore than one hour after theend of the range you want the invoice to cover.

To generate an invoice:

1. Select all the customers you want to generate invoices for from the Select Customers drop-down list.2. Select the date range you want to generate the invoice(s) for.3. ClickGenerate Invoice Data

3.3.3.1 Applying price plan changes to generated invoices

Unlocking, changing, then locking a billing price plan will not update anyalready-generated invoices.

To reflect the changes to the billing price plan:

1. Delete the invoice.2. Regenerate the invoice.

3.3.3.2 Approving an invoice

To approve an invoice:

1. Go to Billing > Invoice History.2. Select the customer and the date range.3. ClickView or edit the invoice for the invoice you want to approve.4. ClickApprove.

3.3.4 Viewing and editing a generated invoice


CAUTION: APPROVING AN INVOICE PERMANENTLY LOCKS THE DATA TO THAT INVOICE AND THE DATA CANNEVER BE RE-INVOICED. YOU CANNOT CHANGE OR DELETE AN APPROVED INVOICE.

3.3.4 Viewing and editing a generated invoiceTo view the invoice history for a customer:

1. Go to Billing > Invoice History.2. Select the customer from the Select Customer drop-downmenu.3. Choose the date range you want to see the Invoice History for.4. ClickSearch.


4: Meeting Portal

This chapter describes the SynergyManageMeeting Portal.

4.1 Scheduling 82

4.2 VMR pin management 89

4.3 Directory 91

4.1 Scheduling


4.1 Scheduling

4.1.1 OverviewSynergyManage scheduling enablesusers to create, update, andmanage single-instance and recurrent videomeetingshosted in static or dynamicVMRs. Themeetingsare scheduled andmanaged via theMeeting Portal.

Service providers can enable scheduling for a customer by configuring a scheduling template in Provisioning Management thatcontains specific scheduling settings for that customer. The scheduling template can be applied at any level in the customerhierarchy, and configurable settings include:

l Infrastructure component &VMR type.l Exchange integration.l Email templates.l SMTP server settings.

If required, you can give users the ability to schedulemeetingson behalf of other userswithin a group.

You can configure each customer'sMeeting Portal and scheduling emailswith different logosand branding, to correspond withtheir corporate lookand feel.

Invited participants can join the scheduledmeetingsusing video endpoints or clients, including Skype for Business; audiodevices; or WebRTC depending on how you have configured your video infrastructure. Corresponding URIsand links to jointhemeeting are included in the invitation emails.

You can configure SynergyManage to use SAML for Single SignOn across theWinNode admin UI, Provisioning andMeetingPortals. For more information contact your SynergySKY representative.

4.1.2 PrerequisitesYoumust have the following configured prior to deploying SynergyManage scheduling:

l Pexip or Cisco CMSMCU(s) added into SynergyManage.l If using Cisco CMSSpaces for scheduling, prior to configuring scheduling, youmust create a folder for the customer, and

create a user under the customer and provision it with an Cisco CMSservice (User or Space) so that the tenant mappingbetween SynergyManage and Cisco CMS is created.

l TheWin Nodemust have HTTPaccess to each of theMCUs.l Each customer'sSMTP server must be reachable from theWin Node.

If required:

l Exchange server - configured according to the prerequisites here: "Microsoft Exchange integration" on page 86.l Publicly-visible Meeting Portal - external network access is the service provider's responsibility.

4.1.3 LimitationsSynergyManage scheduling currently has the following limitations:

l Cisco CMSstaticVMRsare not supported. This is due to a limitation on Cisco CMSwhere you cannot specifywhichaccessmethod belongs to the host or the guest.

l Creating templatesat different places in the hierarchywith the same uri pattern and number range can cause VMRsnot tobe provisioned due to URI clashes.

l Pexip staticVMRs require a conference alias to be added to the VMR service in the Provisioning Portal.l You can only have one Exchange server per customer.l For recurrent meetings, exceptionsare not supported.

4.1.4 MultilingualTheMeeting Portal can support multiple languages. This is implemented in a different way from the languages in the otherportals. Should you be interested in how thisworksplease contact your SKY representative for more details.

4.1.5 Setting up scheduling for a new customerTo configure scheduling for a new customer, youmust create a scheduling template in Provisioning Management. Thescheduling template specifies the infrastructure component and type and configuration of the VMRs that will host this customer's

4.1.5 Setting up scheduling for a new customer


scheduledmeetings.

The scheduling template contains the default email template which you can edit to personalize the scheduling emails that go outto meeting organizers and participants.

Note that this is hierarchical - if a template is not set on a customer folder, the one above it will be applied.

Note: If you want to integrate with Exchange, thismust be set up before adding the information here. See "Microsoft Exchangeintegration" on page 86

4.1.5.1 Creating a scheduling template

To create a scheduling template for a new customer:

1. Go to theWin Node web admin UI.2. Click on the customer container where you want to configure the scheduling template.3. ClickScheduling template.4. Enter the settingsasdescribed:

Field Description

Dynamic orStatic VMRs

VMR Type Dynamic VMRs are created on-the-fly just before themeeting start time. The conference is disconnected and the VMR deprovisioned atmeeting end time.Static Themeeting organizer's existing VMRs in Synergy Manage are used to host scheduledmeetings.

Activity coderequired

If ticked, themeeting organizer has the option to add an activity code when booking ameeting.

Billing coderequired

If ticked, themeeting organizer must add a billing code when booking ameeting.

External dialout enabled

If ticked, when booking ameeting, you can use the Add/Search conference rooms field as a way to add external participants to themeeting,and dial out to them. Synergy Manage will check whether the string entered is a URI, an IP Address, or matches the regex value in the ISDNRegex setting below and this will be dialed out to at meeting start time.If not ticked, only meeting rooms added in Synergy Manage are allowed in the Add/Search conference rooms field when booking ameeting.

ISDN Regex Only valid if External dial out is enabled. The regex string that will be checked when entering a value in theMeeting Room field when booking ameeting.

ISDN Video dialout prefix

Only valid if External dial out is enabled. The prefix required for routing video through the ISDN gateway.

ISDN Audio dialout prefix

Only valid if External dial out is enabled. The prefix required for routing audio through the ISDN gateway.

Reservationonly default

If ticked, any new scheduledmeetings will have the "Reservation Only" option ticked. When it is not checked then the opposite happens.

Meeting endnotificationdefault

This setting controls whether theMeeting End Notification is ticked of not by default when a new meeting is created.

Allowunregisteredaccess

If ticked, this allow users without theMeeting Portal service to log in to theMeeting Portal.

Dynamic VMRSettings

(Section only visible if Dynamic is selected in the section above.)

Dynamic carrier Select the infrastructure component that will host the VMRs for this customer.Only MCUs that have been added to Synergy Manage will be visible in this list.

Uri prefix Specify the prefix part of the VMR URI.Note that If a Cisco CMSMCU is selected as the Dynamic Carrier, both Host andGuest Uri prefix fields are displayed.

Uri numberrange

Specify the lower and upper limit of the number range that the numeric part of the VMR URI is generated from.

Uri domain Specify which of the available domains on theMCU is used in the VMR URI.

Example videoaddress

Dynamically populated with the address format for your VMRs as you fill in the URI fields above.

Host pinrequired

Mandatory field that specifies that dynamic VMRs must be created with a host pin.It is not possible to change this - a host pin is always required.

Host pin range Specify the lower and upper limit of the range that the host pin is generated from.

Rememberhost pin

Specify whether themeeting organizer keeps the same host pin for all meetings, or changes to a different pin for each new meeting.

4.1.6 Email template configuration


Field Description

Host call legprofile

Cisco CMS onlySelect a call leg profile that will be applied to themeeting host for all dynamic VMRs used by the customer for Scheduling. Any call leg profilesyou have already configured will be available in the list.

Guest pinrequired

Check this box if you want the dynamic VMRs to be created with a guest pin.

Guest pinrange

Specify the lower and upper limit of the range that the host pin is generated from.

Guest call legprofile

Cisco CMS onlySelect a call leg profile that will be applied to themeeting guests for all dynamic VMRs used by the customer for Scheduling. Any call legprofiles you have already configured will be available in the list.

Create VMRbefore meeting

Select the number of minutes (1, 5, or 10) before themeeting start time that the VMR will be created.

Meeting can beextended

Check this box if you want meeting extension options to be available for this customer.

Meeting endnotifications

Meeting endemail available

Checking this box displays the checkbox: Meeting end email in the Schedule a Meeting interface.If, when scheduling ameeting in theMeeting Portal, the organizer ticks the option: Meeting end email, the organizer of themeeting receivesan email prior to themeeting end time, with a link to extend themeeting.

Number ofminutes beforemeeting end

Select the number of minutes (5 or 10) before themeeting end time that theMeeting End Notification Email will be sent to the organizer.

Communication

EmailIntegrationType

Choose between SMTP-only (including ICS attachments) or Microsoft Exchange integration.Exchange integration enables booking of Exchangemeeting room resources, and visibility of user and room availability.SMTP-only looks at current and future bookedmeetings to supply availability information for rooms.SMTP is used both with and without Exchange to send out booking emails to organizers and participants.

SMTP Server The SMTP server FQDN.

SMTP Username

The SMTP username.

SMTPPassword

The SMTP password.

SMTP FromAddress

The address booking emails will be sent from.

SMTP FromDisplay Name

The display name of the sender of the booking emails.

SMTP EnableSSL

Check this box to enable SSL for sending of booking emails.

SMTP ServerPort

The SMTP server port

AdministratorEmail Address

The email address of the Scheduling admin for this customer.If scheduling VMRs fail to provision, an email will be sent to this address.

Send test email Enter your email address here and click Send test email, to test that booking emails will be sent out to organizers and participants when ameeting is scheduled.

4.1.6 Email template configurationScheduling emails are sent out by the SynergyManage Scheduling service on theWin Node.

There is one configurable email template that covers the following scenarios using If statements:

l Invitel Updatel Cancellationl End of meeting notification

When creating a new scheduling template, the email template is not displayed until you have selected the infrastructurecomponent that the VMRswill be hosted on. This is because the template is slightly different depending on which infrastructurecomponent is used.

There is one template that is used for all the emails sent for Scheduling. The text of the email changesdepending on thescenario, and the HTML in the email.

4.1.7 Branding



New meeting When ameeting is scheduled, the organizer and all participants receive this invitation email.

Updated meeting When the organizer updates themeeting to change date/time/connection settings, all participants received this update email.

Canceled meeting If the organizer deletes themeeting, all participants received this meeting cancellation email.

Meeting end notification If meeting end notification is enabled for this customer in the Scheduling Template, and themeeting organizer ticks Meeting end notificationwhen booking themeeting, this is the email sent out to the organizer the number of minutes before the end of themeeting specified in theScheduling Template.

4.1.6.1 Editing theWin Node Scheduling servicemailer settings

To edit theWin Node Scheduling servicemailer settings:

1. In theWin Node Admin UI, go to Provisioning Management.2. Select the customer you want to edit themailer settings for.3. Click the Scheduling Template tab, and go to the Communications section of the template.

4.1.6.2 Editing the Scheduling email template

To edit an email template:

1. In theWin Node Admin UI, go to Provisioning Management.2. Select the customer you want to edit the scheduling email template for.3. Click the Scheduling Template tab, and go to the Email section of the template at the bottom.

This template is heavily customizable, so you can create the lookand feel that reflects different customers' branding.

We have included a template testing function that allowsyou to preview the template on-the-fly, and also provides feedback ifyou have entered the syntax incorrectly. There is a help tab in the UI that provides specific attribute information for these emails.

4.1.7 BrandingYou can configure each customer with their own logo and color scheme in theMeeting Portal according to their companybranding guidelinesusing CSS.

The portal login page has its own branding and this is generic for all customers, asprior to login the user is not yet associatedwith a customer.

Once a user has logged in, their customer's branding file is applied.

4.1.7.1 Branding the portal login page

To apply branding to the portal login page:

1. On theWin Node, navigate to: C:\SynergySKY\MeetingPortal\open\css\2. Open the branding.css file and add your branding content here.

We recommend using the !important keyword to all your styles in this file.

Example styles:

For logo and other images, reference the online URL for the image, or upload the image to your web server and reference it inthe css file.

4.1.7.2 Branding for individual customers

To apply branding that appears once users have logged into theMeeting Portal:

1. In theWin Node Admin web interface, navigate to Provisioning Management.2. Select the customer container in the folder list.

4.1.8Microsoft Exchange integration


3. Click the Info tab and copy the Id that is displayed in the top right:

4. On theWin Node, navigate to: C:\SynergySKY\MeetingPortal\css\branding5. Create a new text file with the file name of the Id you just copied for the customer and the .css file extension: c760c99c-

075e-46be-bd91-408821d68b93.css

Add your branding content to this css file.

Note:We recommend that you only apply branding on the customer folder directly underneath the root folder in SynergyManage. If you createmanycss files for the folderswithin other folders, only the lowest in the folder structure will be applied.

If you require assistance with configuring branding for your customers, contact your SynergySKY representative.

4.1.8 Microsoft Exchange integrationOptionally you can configure SynergyManage to integrate with Microsoft Exchange. This adds the following additional featuresto SynergyManage Scheduling:

l The ability to book resources/rooms in Exchangel Free/Busy information for internal users and roomsduring bookingl Visibility of SynergyManage videomeetings inMicrosoft Outlook

4.1.8.1 Prerequisites

4.1.8.1.1 Version support

SynergyManage Scheduling supports:

l Microsoft Exchange 2013 (on-prem)l Office 365l Exchange online

4.1.8.1.2 Before you start

Before you configure Scheduling with Exchange for a new customer in SynergyManage, the customer must do the following:

l Allocate Exchange users andmeeting room resources for scheduling.l Create a service user account for SynergyManage with the following:

o Access to retrieve availability through EWS (ExchangeWeb Services).o Access to reservemeeting roomswithout requiring approval.o Create, Update and Delete permissions in Exchangeo An email account (as the responseswill go back to the service account's email box).

Note: If your Exchange users do not exist in SynergyManage, theywill not be searchable when booking ameeting. The fullemail addressof the user will need to be entered to add them to themeeting and view their free/busy information. Asa quickwayof adding your Exchange users to SynergyManage, we recommend using AD sync. See "Importing users from ActiveDirectory" on page 50

4.1.8.2 Configuring Exchange in Synergy Manage

4.1.8.2.1 Adding the customer'sExchange server into SynergyManage

1. In theWin Node webUI, click on the customer container, and select Provisioning Management.2. Click Infrastructure, scroll down toMisc, clickAdd new and select Microsoft Exchange from the dropdown.

4.1.9 Scheduling with theMeeting Portal


3. Add the valuesasdetailed here:

Field Description

Name Enter any name for the Exchange server so that you can identify it in Synergy Manage.

Host Address The host address of the Exchange server.

User Name The Exchange service account (created for use with Synergy Manage scheduling) username.

Password The Exchange service account password.

Autodiscover Uri Deprecated field: enter a dummy URL

Customer Deprecated field: Select any customer from the list.

Calendar Actor Jid Deprecated field: Enter 'synergysky.service'

Sync Actor Jid Deprecated field: Enter 'synergysky.service'

Version Deprecated field - only Exchange 2013 is supported.

Note that the last 5 fields are deprecated, but mandatory, in this version. Theywill be removed in the next version.

4.1.8.2.2 Configuring the Exchange server to be used for Scheduling

Follow these instructions for "Setting up scheduling for a new customer" on page 82 and in the Scheduling Template, underCommunication >Email Integration Type, select MSExchange - this automatically selects the Exchange server configured forthe customer you are setting up the Scheduling Template for.

4.1.9 Scheduling with the Meeting PortalThis iswhere all users schedule, edit andmanage their meetings.

Before users can log in to theMeeting Portal, theymust have a SKY Meeting Portal Login service configured in theProvisioning Portal. See "SKYMeeting Portal Login" on page 39.

4.1.9.1 Logging into theMeeting Portal

To access theMeeting Portal:

1. Open a browser window and enter one of the following addresses in the addressbar:o http(s)://Win NodeIP-address/MeetingPortal (example: http(s)://109.105.8.50/MeetingPortal)o http(s)://Win NodeFQDN/MeetingPortal (example: http

(s)://winnode.example.org/MeetingPortal)2. Log in with your SynergyManage user credentials.

The Home page displays:

l A summaryof your scheduledmeetings for todayand tomorrow in list format. Click on ameeting to edit or delete it.l Links to:

o Schedule a meeting - schedule a newmeeting.o My Meetings - meetings you have alreadybooked.o Meeting templates - create andmanage predefinedmeeting templates.

4.1.9.2 Scheduling ameeting

To schedule a newmeeting:

1. Log into theMeeting Portal as described above.2. ClickSchedule a meeting.3. Enter themeeting details.

Explanation of fields:

Field Description

Organizer Only visible if the logged-in user is designated as a Super User in theMeeting Portal service in the Provisioning Portal. Super Users have 'book-on-behalf-of' privileges and can book meetings for anyone in the customer hierarchy as specified in the Super User Access Start Point field in theMeetingPortal service for the logged-in user.

Once ameeting has been created and saved, you cannot change theOrganizer when editing themeeting. To change the organizer of a saved scheduledmeeting, delete themeeting and recreate it.

If you change the organizer before saving themeeting, any participants and rooms that have been added are removed.

4.1.9 Scheduling with theMeeting Portal


Field Description

Meetingtemplate

Users can create andmanage predefinedmeeting templates by clicking on theMeeting templates menu item at the top of theMeeting Portal window.Meeting templates can include details such as participants, time and subject. You can select the template here when scheduling ameeting, to quicklypopulate all themeeting detail fields.

Super users canmanagemeeting templates on behalf of others.

Reservationonly

If ticked, meeting room resources added to themeeting will be reserved but no automatic dial-out to themeeting room will take place.

Meeting endnotification

Only visible if Meeting end email available is ticked in the scheduling template.

If ticked, the organizer of themeeting receives an email with a link to extend themeeting either 15, 30 or 60minutes before the end of themeeting, dependingon the number of minutes configured inMeeting end email in the scheduling template.

Add/Searchparticipants:

If you start typing in this field, all users that exist in Synergy Manage in the hierarchy that the organizer has access to will be searched, the search will autocomplete. The organizer can search and add participants in their customer container and all containers below it. The search will match on description.

In addition you can add ad hoc email addresses, so external users can receive an email invitation to themeeting.

Add/Searchconferencerooms

The organizer can addmeeting rooms in their customer container and all containers below it.

Enter the name of any entities entered as Meeting Rooms in Synergy Manage and click + to add them to the conference.

In addition this field can be used to add external dial-out participants in the form of URIs, IP addresses, or phone numbers. This requires the schedulingtemplate to be updated so that External dial out is enabled, and if required, the ISDN regex field must be filled in, with the relevant audio and video gatewayprefixes.

Once themeeting is successfully saved, a summarypage for themeeting is displayed, showing:

l Organizerl Subjectl Descriptionl Video Address (host and guest)l Call IDsl Pinsl Start and end date/time

From this page you can edit or delete themeeting, and once themeeting has started, you can end or extend themeeting (ifmeeting extension is enabled for this customer/conference), and use the Conference Control tab tomake simple changes tothe ongoing conference.

Userswhose SKY Meeting Portal Login service is configured with admin privileges can view meeting and provisioning logsfrom themeeting summarypage. These help identify issueswith the following:

l Meeting creationl Emailing participantsl Provisioning themeeting VMR

4.2 VMR pinmanagement


4.2 VMRpinmanagementYou can enable end users to edit their own Pexip VMR andCMSVMR pins via the SynergyManageMeeting Portal.

4.2.1 Configuring VMR pin management for a customerTo add VMR pinmanagement for a customer:

1. In theWin Node web admin UI, go to Provisioning Management and click on the customer container.2. Select VMR Management Template, and clickCreate template:

3. Define the number of digits required for the pin.4. If required, you can specify the dial-in number for an audio bridge, which is then displayed to users in their VMR

Management page in theMeeting Portal.

4.2.2 Updating a VMR pin in the Meeting PortalWhen the VMRManagement template hasbeen created, user can edit their VMR Pin as follows:

1. In theMeeting Portal, end userswill see a clickable option VMRS:

2. ClickVMRS to displayall the logged-in user'sVMRS:

4.2.2 Updating a VMR pin in theMeeting Portal


3. Click a VMR to display the provisioning status, pin, and dial-in options:

4. ClickEdit to change the VMR pin, then Save:

Note: If the VMR'sStatus is not OK, users should contact their administrator who can troubleshoot the reason why the VMR isnot successfully provisioned.

Note: Super Users can view allVMRs for the users in the container theyhave access to.

4.3 Directory


4.3 DirectoryTheDirectory section of theMeeting Portal allowsusers to search through the SynergyManage platform to find other users ormeeting rooms.

4.3.1 SearchingTo find a user or meeting, select the Directory from themenu and enter your search criteria into the box. The search willmatchon the following fields

l Namel Emaill Customerl Groupl Uri

The results returned from this search are always restricted bywhat the user is allowed to see, e.g.

l Super userswill see results from their companyand also from their super user accesspointl Standard userswill only see results from their company

4.3.2 User/Meeting Room Details


4.3.2 User/Meeting Room DetailsOnce you have found the user or meeting room that you are looking for, you can click on that row to get more details. It firstdisplays the addresses that can be used to directly contact that user or meeting room. The subsequent tables show dial in detailsfor that usersVMRs.

It is important to note that the PIN numbers for the VMRsare not shown here. This is bydesign as it would create a security riskto expose this information.


5: Maintenance and administration

This chapter describesmaintenance tasksand general administration of SynergyManage.

5.1 Com Node administration 94

5.2 SKY WinNode Server administration 97

5.3 Dashboard and monitoring 104

5.4 Backup and restore of system data 106


5.1 Com Node administrationComNode administration tasksare carried out on the ComNode Admin web interface.

In addition each ComNode hasa command line admin interface.

5.1.1 Com Node administration web interfaceThe following tasks require configuration in the ComNode admin web interface:

l Creating a carried peer domain when adding a new infrastructure component (see "Adding Infrastructure" on page 19)l Enabling Space creation fromCisco CMSclient (see "Profiles" on page 29)l Branding and changing service names (see "Customization" on page 18)l Configure Cisco CMSmulti-domains (see "Cisco CMSXMPPMulti-domain configuration" on page 115)

The other menu itemsare not in use, so theyare not documented.

To access the ComNode admin web interface:

In a web browser, enter: http://[comnode FQDN or IP address]/Admin/

Credentials:

l Username: admin@systeml Password: defaultpassword

5.1.2 SKYShell and CLI


Youwill see a view of the customer hierarchy you created on theWin Node, and somemenu optionson the left:

Note: The customer hierarchy is displayed alphabetically in theWin Node admin web interface, but in the order that thecustomerswere added in the ComNode admin web interface. There can be several pages in the ComNode admin webinterface, so youmayneed to click on the page arrows>>at the top of the customer list to displaymore customers.

5.1.1.1 Changing the Com Node Admin web interface password

To change the password for the admin@system account:

1. SSH into the Core Node or in a large deployment, the XMPPNode.2. In the SkyShell, type: ejabberd del admin@systemand pressEnter.3. Type: commit alland pressEnter to commit the change.4. Type: ejabberd add admin@system [your_new_password]and pressEnter.5. Type: commit alland pressEnter to commit your change.

5.1.2 SKYShell and CLIAdministration and troubleshooting of the ComNodes require some basic knowledge of the Linux command line interface (CLI).

5.1.2.1 SKYShell

TheComNodes run a simplified shell for themost frequent admin tasks, called the SKYShell. When you log onto a ComNodeusing SSH, you will enter the SKYShell as default.

To enter the SkyShell from the standard command prompt type: /opt/SkyShell/SkyShell

SKYShell commands:

SKYShell Command Description

restore Restore of sql, skyshell, mongodb and openldap.

5.1.2 SKYShell and CLI


SKYShell Command Description

help Lists all available commands.

smtp Configure SMTP setup to be used by theMailer service.

acano Manage and configure Cisco CMS services.

factory Init/reset comnode to factory - DO NOT USE THIS COMMAND! It will remove all configuration.

scheduling Manage and configure the Scheduling service connectors running on this comnode.

upgrade Upgrade system with uploaded comnode packages.

log Display local system logs on the comnode.

system System related configurations.

exit Exit prompt and logout.

ldap Local SLAPD (OpenLDAP) related configurations.

config Config databasemanagement.

webserver Configure theWebServer setup.

services Manage running services on the comnode.

localpitbull Configure the local NativePitbull service.

mssql ConfigureMSSQL setup, which is used during theWinNode installation/configuration and schema upgrade.

network List out all available network interfaces and ip address related information.

winnode WinNode API setup, which is used during theWinNode installation/configuration, and status monitoring.

uuiddb uuid key database.

helpers Various helper tools used by the system.

ejabberd Configur/Reconfigure eJabberd setup.

commit Commit system configuration, system might be unavailable during commit phase.

vcspolicyservice VCS Policy Service related configurations.

backup Backup of sql, skyshell, mongodb and openldap.

Note:We do not recommend that you run these commandswithout supervision from a SynergySKY representative.

5.1.2.2 Services running on the Com Node

To list the services running on a ComNode, go to the SkyShell and type:

services list

and you will see a list like this:

[comnode01](OK ) - 1: > services listService status

PID Service name run status State28703 httpd.service running System0 synergysky-startup.service failed Forced Service0 synergysky-shutdown.service failed Forced Service0 synergysky-ejabberd.service dead Disabled0 synergysky-mongod.service dead Disabled27651 synergysky-slapd.service running Enabled27657 synergysky-Acano.service running Enabled27671 synergysky-AcanoReceiver.service running Enabled0 synergysky-BookingIQ.service dead Disabled0 synergysky-CiscoCodian.service dead Disabled0 synergysky-CiscoJabberVideo.service dead Disabled27698 synergysky-CogitoErgoSum.service running Enabled27703 synergysky-DependencyQueue.service running Enabled14013 synergysky-EventProxy.service running Enabled

5.2 SKYWinNode Server administration


27712 synergysky-LegacySync.service running Enabled0 synergysky-Mailer.service dead Disabled29083 synergysky-MeetingIQProcessor.service running Enabled0 synergysky-NativePitbull.service dead Disabled27794 synergysky-NumberPool.service running Enabled0 synergysky-PexipReceiver.service dead Disabled0 synergysky-Pexip.service dead Disabled0 synergysky-PoolProvisioner.service dead Disabled0 synergysky-Seevia.service dead Disabled0 synergysky-VCSPolicyServer.service dead Disabled[comnode01](OK ) - 2: >

Different deployments of SynergyManage will have different services running on different ComNodes, so in your deploymentthe services list will not lookexactly asabove.

To stop/start/restart a particular service, go to the SkyShell and use the command:

services [stop|start|restart] [service-name]

Example: to restart theMailer service:

services restart synergysky-Mailer.service

5.1.2.2.1 Service logs

All service activity is logged and stored. These logsare essential for troubleshooting any issues.

To view the log for a service:

1. Connect to the ComNode that is running that particular service using SSH.2. Type exit to exit the SkyShell.3. Type: journalctl -f -l -u [service-name] -n 2000and pressEnter.

Thiswill display the last 2000 linesof the service log.

To capture the log and send it to SynergySKY support, start session logging in Putty before you generate the log.

5.2 SKYWinNode Server administrationTo access theWin Node administrationmenu, go to theWin Node administration webUI and select Administration from the topmenu.

5.2.1 User AdministrationIn this section, you can edit the User Group and Language settings for existing users. New users are created in theProvisioning Portal, see "Provisioning users andmeeting rooms" on page 46.


First Name The user's first name. John

Last Name The user's last name. Doe

E-mail address The user's e-mail address. [email protected]

User Name Account user name (in email address format). [email protected]

User Group The group the user is amember of. System Administrator

Language Sets the portal language for this specific user. English

5.2.1.1 User Group Administration

Here you can create user groups for SynergyManage users and specifywhat theyhave access to view in the platform.

Field Description

Overview

User group name The group name

Description A description for the group

5.2.2 Alert Rules


Field Description

View all data Deprecated: If not checked for a user group, members of the group will not see the following:

l Billing > Invoice History > View or Edit an invoice > Edit and Show History columns.l In the CDR report: conference participant details as XML data.

Is read-only If ticked, users added to this group can only read, not edit, all pages they have access to in the platform.

Sub Elements

Has access Checkbox - Enable/Disable access to features for members of the specific group

Menu item name A descriptive name for the feature

Sort order You can give themenu items priority numbers to order them as you wish in the platform.

Visible in menu Show/Hide features for members of the specific group

Add new group Add a new user group

If, as a service provider, you have given your customersaccess to the SynergyManage Admin Portal, it is then important thatyou either create a new user group or edit the existing Customer user group to lockdown access tomenu options you do notwant to expose to your customers. All new users should also be assigned to this new user group. Under Administration >Global Settings > Other Settings you can define the Default User Group. This is the group all new userswill be assigned to.

We recommend that you disable (uncheck the Has Access checkbox) the followingmenu options for your customers:

l Reports > Infrastructure Reportsl Aboutl Administrationl My Worklistl Billing > Billing Reportsl Provisioning Managementl Billingl Customization

Note: Do not tick the Customization option, as thiswill cause a displayproblem in the webpage when users log into SynergyManage.

5.2.2 Alert RulesAlert rules are emails that are generated automatically and sent to specified SynergyManage userswhen specified eventsoccur. Alert rules can be configured for anyusers configured with a SkyAdmin Portal Login, and who therefore appear in the listof Users in Administration > Users Administration > User Administration.

l There is a default alert rule called 'All events' configured for the 'System user'. This is the rule that defineswhich eventsshould be listed in the Event Log section of the Dashboard page. You cannot delete or edit this rule.

l You can create alert rules tomonitor connectivity statusand capacity statususing thresholds such asCPU load for MCUs.l You can configure one alert rule that applies tomultiple infrastructure devices.l Multiple users can subscribe to the same alert rule.

5.2.3 Global Settings

Field Description

General Settings

Portal Name Changes the name of the browser tab for theWin Node Administration interface.

Ignore unmatchedcalls older than(days)

Call data older than the number of days set here will not:

l bematchedl be rematched if the Next Linking Attempt date is resetl appear in My Worklist

Delete raw CDRdata older than(days)

Raw CDR data older than the number of days set here will automatically be deleted from the SQL database.

Processed customer data is not deleted.

Note: This setting affects the Call Detail Record report: in that report there is a GET XML link which returns XML details for the call from thedatabase. This information is in the raw CDR data table in the SQL database, so be aware that if you set this setting to a low number of days,XML data for calls older than that number of days will no longer be retrievable from the database.

5.2.3 Global Settings


Field Description

Delete call attemptsCDR data olderthan (days)

Call attempts older than the number of days set here will automatically be deleted from the SQL database.

Delete audit historyolder than (days)

Auditing data older than the number of days set here will automatically be deleted from the SQL database.

Show reports inUTC time zone

If selected, all reports will be shown in UTC time, otherwise, they will be shown in the user's browser time zone.

E-mail Settings

SMTP Server SMTP server address IP or FQDN.

SMTP Server Port The SMTP service port.

SMTP User name User name to authenticate toward the SMTP server.

SMTP Password Password to authenticate toward the SMTP server.

SMTP Enable SSL Checkbox to activate or deactive SSL encryption for SMTP server connection.

SMTP FromAddress

Emails from the system will show this as the sender's email address.

SMTP From DisplayName

Emails from the system will show this as the sender's display name.

Security Settings

Minimum PasswordLength

Theminimum number of characters that will be accepted when entering a new password.

Minimum Numberof Digits inPasswords

Theminimum number of digits that all passwords must contain.

Minimum Numberof SpecialCharacters inPasswords

Theminimum number of special characters that all passwords must contain.

Require MixedCase Passwords

If selected, passwords must contain both uppercase and lowercase letters.

Failed LoginAttempts BeforeBlock

The number of times a user can attempt to log in with the wrong password before further attempts from the same IP address or with the sameusername are blocked.

Block Duration(Minutes)

The number of minutes until login can be attempted again, after the number of failed login attempts has been reached.

Web SessionExpiration Time(Minutes)

The number of minutes before you have to log in again if you are not active on the web page but keep the browser window open.

For pages that auto-refresh such as Dashboard, this setting will never be triggered.

Agent Settings

CallLog ThreadInterval (sec)

Specify how frequently call logs are requested from infrastructure components.

Status ThreadTimeout Alert (sec)

If a status thread in the harvest service has not reported that it is alive within the specified number of seconds, an alert will be sent to the systemadministrator(s).

Status ThreadInterval (sec)

How often the service that requests status from themonitored components should be executed.

Call MatchingInterval (sec)

The interval for call matching.

Call ProcessingInterval (sec)

The interval for call log processing.

Dashboard UpdateInterval (sec)

The refresh rate of the dashboard.

Call ProcessingTimeout Alert (sec)

If the processing status thread has not reported that it is alive within the specified number of seconds, an alert will be sent to the system administrator(s).

Alert Agent Timeout(sec)

If the alert agent has not reported that it is alive within this number of seconds, an error message will be displayed on the dashboard.

Log Settings

Delete system logsafter (days)

Specify the number of days system logs will be kept before they are deleted.

5.2.4 License administration


Field Description

Delete event logsafter (days)

Specify the number of days event logs will be kept before they are deleted.

Delete Text Logs(days)

Specify the number of days text logs will be kept before they are deleted.

Enable EventLogging

Whether event logging should be enabled (if not set, only error logging is enabled). Note that event logging will significantly increase the amount ofdata in the database.

Billing Settings

Enable Billing Check to enable billing functionality Synergy Manage.

SNMP Settings

Enable SNMP Check to send alerts from Synergy Manage to 1 or 2 SNMP receiver(s).

Receiver 1 IPAddress

The IP Address of the first SNMP receiver.

Receiver 1 Port The port number of the first SNMP receiver.

Receiver 2 IPAddress

The IP Address of the second SNMP receiver (optional).

Receiver 2 Port The port number of the second SNMP receiver (optional).

ProvisioningSettings

Provisioning SettleWindow (sec)

The amount of time after the start of the provisioning process for a user that the system will assume all provisioning of services on infrastructurecomponents has finished.

Only change this setting if advised by Synergy SKY Support.

ProvisionedServices EmailInterval (sec)

The amount of time the system will wait between sending batches of Provisioning Emails.


Provisioning EmailBatch Size

The number of emails the system should process in one go as one batch.


Other Settings

Status ThreadInterval (sec) (lowpriority items)

Specify how frequently low priority item status is requested from infrastructure components.

Status ThreadInterval (sec) (highpriority items)

Specify how frequently high priority item status is requested from infrastructure components.

Status ThreadInterval (sec)

Specify how frequently infrastructure components are polled for their status.

Default User Group All new users with the SKY Portal Login service enabled will automatically be assigned to this user group.

Note: This setting should be the user group with the lowest level of access privileges, unless there are special needs for assigning new users to aparticular user group with higher level of access privileges.

Default CustomerLanguage

Default language for new users.

5.2.4 License administrationAdd or update SynergyManage system and feature licenses.

5.2.4.1 Update license

Enter a new license key into the text field and select Import license key to update an existing license.

5.2.4.2 License information

Displays information about existing system and feature licensesaswell as the site installation ID.

5.2.5 Logs


5.2.5 Logs

5.2.5.1 Event Log

The event log shows the last 100 events. Events that are less than 10minutesold are shown in bold. The event log showserror,warning and information events. The threshold and type of events that are listed in the event log is configured in Administration> Alert Rules. For more information see "Alert Rules" on page 98.

5.2.5.2 System Log

The system log showsevents and errors reported by the system.

Under Administration > Global Settings you can specify howmanydays the system logs should be stored before theyareerased.

5.2.5.3 Message Log

Displaysall emails sent out by the processing servicemailer:

l Provisioned Servicesl Password Resetl Scheduled Report

For more information on emails see: "Emails and email templates" on page 40.

5.2.5.4 Service Logs

You can view all the low-level logsgenerated by theWin Node server, and perform troubleshooting fromwithin theWin Nodeportal.

Once you have selected which service you are interested from the dropdown, you will be presented with a list of the log files

You can then download anyof the log files, view them, or even search through them from the web page.

5.2.6 Server MaintenanceView health statusof servers and services.

Clicking Clear List removesall entries including old and non-responsive threads. All processes that are currently running willautomatically reappear in the list.

5.2.7 Set Entity Password


Clicking Refresh updates the graphical user interface.

5.2.7 Set Entity Password

To set the password for an entity:

1. Enter the unique email address for the entity you want to set the password for.2. Enter the new password.3. ClickSet password to set the new entity password.

Setting the password will also trigger an email to be sent to the entity's email address.

5.2.8 Background JobsThis page displaysa log of file import or apply template to entities jobs. See "Importing users from a csv file" on page 49 and"Adding services to a configuration template" on page 31.

If one or more entities or services fail to be provisioned, the job will continue, instead of stopping on the failure.

Select Status All to view current jobs.

Refresh to view updated progress.

5.2.9 Auditing


Once the job has finished, a summary is displayed. Any lines in the import file that failed to provision successfully are listedexplicitly, so you canmanually check the entity to troubleshoot the reason the provisioning failed. In the example above, the emailaddress value [email protected] is already in use byanother entity, so the import of this entity failed.

5.2.9 AuditingSynergyManage tracksand reports on user activity in the platform.

The following areasof SynergyManage are audited:

l WinNodeweb admin portall WinNode Provisioning Portall WinNodeMeeting Portall Provisioning API

The following actionsare logged:

Navigation - how a user movesaround the platform:

l When a user logs inl When a user logsoutl When a user session timesout, if theydidn’t log out, but simply closed their browser.l The url of every page visited

Data changes - when a user savesdata changes:

l A record is addedl A single field on a record is savedl Awhole record, containingmultiple fields, is savedl A record is deleted

Data viewed - the data viewed bya user:

l Each page a user visitsl When a user viewsa report:

o When reports are run and with which parametersl When the user accesses lists of information, e.g. unmatched calls, billing plansl When the user viewsany records, e.g. when they lookat a customer node, config template etc

To view auditing data in a report format, go to theWin Node web admin portal > Administration > Auditing.

You can filter the audit data using the following criteria:

l Date rangel Apoint on the Synergyhierarchy to restrict which users are includedl Category, e.g. navigation, data changes, data viewsl Event, e.g. log in, log out, page view

You can set up a subscription to the report that emails the data to specifiedmail recipients, using the standard subscriptionmechanism.

You can delete stored auditing data from the SQL database using Administration > General Settings >Delete audit historyolder than (days)

5.2.10 Language ManagementSynergyManage supportsmultilingual presentation. This is done through the use of language strings. There is a defaultlanguage which isEnglish, but other languagesare also available.

5.2.10.1 Language List

The LanguageManagement feature can be accessed through Administration > Language Management. The first thing youwill see is a list of the system languages.

5.3 Dashboard andmonitoring


Youwill be able to see a summaryof the languages, and you can click edit on the one you want to change.

5.2.10.2 Language Strings

Youwill be presented with a table showing the default English string, and alongside it is the translation for the selected language.

The default language (English) cannot be changed, and amessage will be shown at the top of the screen if you try to change it.

5.2.10.3 Changing a language string

l Search for the string you wish to change. This can be done by stepping through the pages, or using the Search facility,which will find English or translated strings that match your search criteria.

l ClickEdit on this stringl Set the new translationl ClickUpdate to complete the change

Note: Language stringsare cached in SynergyManage so changes youmakemaynot appear immediately in the UI. Youshould allow up to 10minutes for the changes to appear.

5.3 Dashboard andmonitoring

5.3.1 DashboardThe dashboard is accessible from theWin Node Administration interface, and displays the real-time statusof your video / UCplatform allowing admins to quickly identify any faults or potential problems.

The dashboard updatesautomatically every 20 secondsasdefault (this value is configurable in Administration > GlobalSettings >Agent Settings > Dashboard Update Interval (sec)), and the timestamp of the last update can be found in the lowerright corner of the screen.

Deviceswith errors or warningswill automaticallymove up to the top of the displaywindow. Other devicesare alphabeticallysorted. The numbers in front of the devices/clusters are references to the individual bars in the bar charts. The red lines in thebar charts indicate themaximum load on the device over the last 24 hours. Clicking anyof the numbers in the table below thechart will open a new window withmore information about the item. For example, if you click the number in the Total callscolumn in the Call Control section, a list of all active calls on that specific device with source- and destination information isdisplayed.

5.3.1 Dashboard


The dashboard uses the following color codes:

l Red =Errorl Yellow =Warningl Green =OK

All time/date valuesare stored in the database asUTC-time, and are adjusted to the local time of the browser when presentedto the user. Access to allweb pages can be limited through the use of user groups. See "User Group Administration" onpage 97.

The interface is split into six separate sections:

Section Description

Call Control Call control devices such as H323Gatekeepers and SIP Proxy/Registrars.

The devices can appear as single devices or in clusters. Clusters are expandable but are shown as only one line in the grid, while errors or warnings arereported on the individual devices in the cluster.

MCU All supportedMCUs.

MCU clusters are grouped, but can be expanded in the grid based on physical location, e.g. London and New York. The Resource Usage column shows theoverall load of theMCU as a percentage. The definition of load differs from model to model, so the resource usage percentage is calculated at the driverlevel, allowing Synergy Manage to handleMCU models according to the vendors design.

PSTN All supported ISDN Gateways.

The grid shows information about b-channels and PRIs and CPU load on the device. The bar chart shows the number of b-channels in used compared tototal number of b-channels available.

Management All supportedmanagement servers.

The grid shows the number of licenses out of the total that are currently in use, for systems, Jabber etc.

RecordingandStreaming

All supported recording and streaming servers.

The grid shows active calls, active streaming sessions, CPU load and disk space. Disk space can reflect both internal storage and network attachedstorage.

Event Log The event log shows the last 100 events. Events that are less than 10minutes old are shown in bold. The event log shows error, warning and informationevents.

To configure the threshold and type of events shown here, go to Administration > Alert Rules. See "Alert Rules" on page 98 for more information.

You can filter the Dashboard to view system status for a specific service provider, customer or group, using the drop-downmenu in the upper left corner.

Note: Cisco CMSdoesn't send information about capacity and load, at this time, so for Dashboard reporting purposes,SynergyManage assumes full capacity is 250 calls. Therefore, with a capacity of 40 calls at 720p, we would recommendsetting an alert rule (Administration > Alert Rules) to alert you if capacity reachesa certain percentage. If the full capacity ofyour Cisco CMS is 40 HD ports, you can set the rule to alert you when capacity reaches14%, as full capacity on your CiscoCMSwould be 16%of what SynergyManage assumes is 100%.We recommend carrying out some load tests to double checkyour alert rules are working as intended.

5.4 Backup and restore of system data


5.4 Backup and restore of system dataCurrently this requiresamanual procedure as follows:

1. Shut down the Core Node / DBNode (whichever you are using in your deployment).2. Shut down the web server on theWin Node (so no new data gets pushed to the ComNode).3. Take a snapshot of the ComNode VM.4. Take a backup of the SQLDatabase.5. Start the ComNode VM.6. Start the web server on theWin Node.

The ability to backup the LDAPandMongoDBdatabases from the SkyShellwill be available in a forthcoming version of SynergyManage.

5.4.1 Backing up the LDAP and MongoDB databasesCurrently this is done by taking a regular snapshot of the VirtualMachine running the Core Node/ DBNode.

5.4.1.1 Automating database backup

Optionally, you can create a cron job on the Core Node/ DBNode to automate regular backupsof the databases. Note thatwhile the backup is happening, the ComNode serviceswill stop, so you will not be able to provision users, and userswill not beable to log into CMSclients at this time. The backup duration dependson the size of your databases, but should not takemorethan 15minutes. To create an automated backup cron job:

1. Log into the Core Node/ DBNode via ssh.2. At the prompt, type exit to exit the SkyShell, then create a new backup file on the server by typing: nano

/usr/local/bin/backup_cleanup.sh, then pressing Enter.3. Copyand paste the following into the nano file you have just created:

#!/bin/sh#Modify this to keep older backupDAYS_TO_KEEP_BACKUP=5 /usr/bin/find /opt/backup/ -name '*.zip' -mtime +${DAYS_TO_KEEP_BACKUP} -delete

4. Press ctrl+x, followed by y, then Enter, to save and quit.5. Make the script runnable by typing: chmod a+x /usr/local/bin/backup_cleanup.sh then pressing Enter.6. Create a new file that will setup the scheduled job by typing nano /etc/cron.d/ScheduledBackupJob.cron, then

pressing Enter.7. Copyand paste the following into the nano file you have just created:

# Backup JobSHELL=/bin/bashPATH=/sbin:/bin:/usr/sbin:/usr/bin# Backup every day at 22:00 UTC00 22 * * * root /opt/SkyShell/SkyShell --run="backup now" > /dev/null &&/usr/local/bin/backup_cleanup.sh > /dev/nullEnsure that the correct characters appear in the nano file, retype after the copypaste to correct anyerrors if necessary: >mayappear as> for example.

8. Press ctrl+x, followed by y, then Enter, to save and quit.9. Type chmod 0644 /etc/cron.d/ScheduledBackupJob.cron then pressEnter.10. Type systemctl restart crond then pressEnter.

For more information on creating and scheduling cron jobs see CronWiki.

In the event that you need to restore from a backup, log a ticket with SynergySKY support.

5.4.1.2 Optional: Moving backup files off the server

We recommend copying the backed up files from the server.

https://en.wikipedia.org/wiki/Cron

5.4.2 Backing up theMicrosoft SQL database


If you have a Linux/Unix host:

Use scp to copy recursively all files from the backup directory to the host machine's local directory /backup_directory/comnodeusing this command:

scp -r [email protected]:/opt/backup/ /backup_directory/comnode

If you have aWindowshost:

UseWinSCP to copy the files off the ComNode. To script this see:WinSCP scripting.

Note: Setting keyless ssh authentication is recommended if automating the backup file copy. For more details see: settingkeylessauthentication.

5.4.2 Backing up the Microsoft SQL databaseTo create amaintenance plan using theMaintenance PlanWizard in Object Explorer:

1. Click the plus sign to expand the server where you want to create amaintenance plan.2. Click the plus sign to expand theManagement folder.3. Right-click theMaintenance Plans folder and select Maintenance PlanWizard.4. Follow the stepsof the wizard to create amaintenance plan.

For more information, see Use theMaintenance PlanWizard.

To create amaintenance plan using the design surface in Object Explorer:

1. Click the plus sign to expand the server where you want to create amaintenance plan.2. Click the plus sign to expand theManagement folder.3. Right-click theMaintenance Plans folder and select NewMaintenance Plan.4. Create amaintenance plan following the steps in Create aMaintenance Plan (Maintenance Plan Design Surface).

https://winscp.net/eng/docs/scripting

https://www.digitalocean.com/community/tutorials/how-to-set-up-ssh-keys--2

https://www.digitalocean.com/community/tutorials/how-to-set-up-ssh-keys--2

https://msdn.microsoft.com/en-us/library/ms191002(v=sql.120).aspx


6: Troubleshooting

This chapter contains information to help you troubleshoot problemsyou experience with the SynergyManage platform.Wewillbe addingmore content to this chapter on an ongoing basis.

6.1 Emails and email templates 109

6.2 Cisco CMS user passwords 110

6.3 Cisco CMS provisioning 111

6.4 APIs 113


6.1 Emails and email templatesSee "Emails and email templates" on page 40 for information on configuring SynergyManage to send emails, and how to usethe templates.

6.1.1 What can go wrong?

Symptom Cause Resolution

Users do not receive emails.

Win NodeWebUI > Administration > Logs > Message Log > Status: All shows StatusMessage: Failed. The operation has timed out.

Themailer serviceis not configuredcorrectly

Check themailer service configuration iscorrect:

l See "Editing theWin Node processingservicemailer settings" on page 40

Users do not receive emails. IncorrectHTML/XML

Go through your template checking that:

l there are no beginning or end tagsmissing.

l you have not used invalid syntax.

The email users receive looks wrong IncorrectHTML/XML

Different email clients display HTML/XMLdifferently. We recommend that you do not useCSS styling.

If you still cannot get the email to look how youwant it, log a ticket using the Support Portaland one of our professional servicesrepresentatives can help you.

6.1.2 LogsIf users are not receiving emails, check themailer logs for errors that will help you diagnose the problem.

6.1.2.1Win Nodemailer logs

To view theWin Nodemailer logs:

1. Go to theWin NodeWebUI.2. Navigate to: Administration > Logs > Message Log3. Select Status: All

https://synergysky.zendesk.com/

6.2 Cisco CMS user passwords


6.2 Cisco CMS user passwords

6.2.1 How does it work?Setting Cisco CMSuser passwords through the provisioning API follows this procedure:



Cisco CMS user cannot log in.

The Cisco CMS server logs show'authentication failure' for this user's loginattempt.

Passwords being set for users via the API are not beingsynchronized and taking effect for the user on the Cisco CMSservice:

We have observed faulty transaction status for someCisco CMSuser objects after migration. This can potentially lead to duplicateCisco CMS user objects in the Synergy Manage/Cisco CMSLDAPdatabase, and cause the password to be set on the incorrectuser.

Contact Synergy SKY support to arrange for amanual cleanup of duplicate users.

Changing a user password fails. Problem communicating with the Provisioning API. See "APIs" on page 113

6.2.3 How do I...?

Question Answer

How dowe test user/password login issues? How can we find the login attempt inSynergy Manage log for a specific user?

Login attempts are shown in the Cisco CMS server event log.

The Cisco CMS event log error should indicate what the problem is.

6.2.4 Logs


6.2.4 LogsProvide these logswhen logging a ticket with SynergySKY:

l Cisco CMSevent log (fromCisco CMSserver)l Acano Service log from the SKYApplication ComNode:

a. Using Putty, SSH into the App Node, capturing all printable output of your session.b. Type exit to exit the SkyShell.c. At the prompt type: journalctl -f -l -u synergysky-Acano.service

l SKYprovisioning API logs from theWin Node:a. On theWin Node server, go to the SynergyManage install directory (Default is

C:\SynergySky\ProvisioningAPI\Logs )b. Provide uswith ProvisioningAPI.txt

6.3 Cisco CMS provisioning

6.3.1 How does it work?Cisco CMSusers, Spacesand accessmethodsare provisioned via the SynergyManage Provisioning API. The sequence ofevents is as follows:

l If provisioning a user fails, the Space provisioning will still be attempted: failure of anyof the substeps in 1 above doesnotaffect step 2.

l Accessmethods cannot be provisioned unlessa Space exists, so Step 3 will not occur if Steps2a or 2b are unsuccessfuland the Space Provisioning Status showsasFailed in the Provisioning Portal.

6.3.2What can go wrong?


AsCisco CMSprovisioning uses the SynergyManage Provisioning API, the exact processof events as they relate to thesequence above can be different depending on how your third party provisioningmechanism interactswith the provisioning API.For more on troubleshooting the Provisioning API see "APIs" on the next page.


Symptom Cause Diagnostics Resolution

Cisco CMSUser provisioning fails:

After provisioning a Cisco CMS user, theprovisioning status of the Cisco CMS user showsas failed in the Synergy Manage ProvisioningPortal.

Cisco CMS LDAP sync failedfor one of these reasons:

1. Duplicate user jid (if CiscoCMS is synced towardsother LDAP/AD sources aswell)

2. Deadlock in Cisco CMS.3. Network issues (Cisco

CMS not able to connect toLDAP port 389 on CoreNode/DB Node).

Check for errors in:

1. synergysky-Acano.service log on theApp Node

2. Cisco CMS Event Log3. Cisco CMS Event Log

Edit and save the Cisco CMS user object in theProvisioning Portal.

Cisco CMS Space provisioning fails:

After provisioning a Cisco CMS user's Space,the provisioning status of the Cisco CMS Spaceshows as failed in the Synergy ManageProvisioning Portal.

1. Cisco CMS API requestfrom Synergy Manage failswhen creating the Space(network issues, faultyconfiguration etc.).

2. If the user was notprovisioned correctly (i.e.does not exist in CiscoCMS), themembershipassociation will fail and theSpace service in SynergyManage will end up in afailed status.

Check for errors insynergysky-Acano.service logon the App Node.

In the Provisioning Portal:

l Make sure the Cisco CMS user exists.l Edit and save the Cisco CMS Space service

object.

Cisco CMS Access Method provisioning fails:

After provisioning a Cisco CMS Space's AccessMethod, the provisioning status of the Cisco CMSAccess Method shows as failed in the SynergyManage Provisioning Portal.

1. Cisco CMS API requestfrom Synergy Manage failswhen creating the accessmethod (network issues,faulty configuration etc.).

2. If the Space the accessmethod belongs to was notprovisioned correctly (e.g.user does not exist inCisco CMS), the accessmethod provisioning willfail and the access methodservice in SynergyManagewill end up in afailed status.

Check for errors insynergysky-Acano.service logon the App Node.

In the Provisioning Portal:

l Make sure the CMS Space hasProvisioning Status OK.

l Edit and save the CMS access methodservice object.

6.3.3 How do I...?

Question Answer

How dowe know what configuration Synergy Manage has sent to Cisco CMS? Thereare some configurations that when created in Synergy Manage do not get provisionedin Cisco CMS unless applied to the infrastructure device or to a user/Space. Theprofile parameter shows up in the Synergy ManageGUI but how dowe know if/whereit is applied? This is relevant for:

l DTMF profilel Call branding profile (used for tenant branding with logo and IVR files)

The profiles applied during the provisioning process are captured in the CiscoCMS Event Log on the Cisco CMS server.

To see which profiles have been applied, you can query the API:

l https://[Cisco_CMS_server_FQDN_or_IP]/api/v1/dtmfprofilesl https://[Cisco_CMS_server_FQDN_or_IP]/api/v1/callbrandingprofiles

How dowe compare Synergy Manage versus Cisco CMS configuration for users,Spaces and/or access methods?

All configuration for Synergy Manage-provisioned Cisco CMS users, Spaces andaccess methods are displayed in the Provisioning Portal for each user.

To view the equivalent information in Cisco CMS, you need to query the CiscoCMS API. For more details see the Cisco CMS API documentation.

http://www.cisco.com/c/en/us/support/conferencing/meeting-server/tsd-products-support-series-home.html

6.3.4 Logs


6.3.4 LogsProvide these logswhen logging a Cisco CMSprovisioning issue:

l Cisco CMSevent log (fromCisco CMSserver)l Cisco CMSService log from the SKYApplication ComNode:

a. Using Putty, SSH into the App Node, capturing all printable output of your session.b. Type exit to exit the SkyShell.c. At the prompt type: journalctl -f -l -u synergysky-Acano.serviced. Recreate the problem, capturing the log output showing your provisioning attempt.

6.4 APIs


6.4.1.1 Provisioning API


Provisioning API requests are failing. ProvisioningAPI does not seem to be running.

l LDAP is down.l The NativePitbull service is down.

Restart the ldap service and the NativePitbull service, and log asupport ticket so we can look into what went wrong.

Provisioning API requests are failing with 401unauthorized.

Wrong username/password. Check/change the credentials.

User is not authorized. Verify that the user is listed as an 'allowed user' in the config file.

Provisioning API is failing with 500 Internal Error. Code execution on the API failed Log a support ticket as this is probably a bug.

Syntax of the provisioning command is incorrect Check the syntax of the command.


Appendix A: Cisco CMS XMPPMulti-domainconfiguration

This appendix describeshow to configuremultiple XMPPdomainson Cisco CMS in SynergyManage.

A.1 Cisco CMS XMPP Multi-domain configuration 115

A.1 Cisco CMS XMPPMulti-domain configuration


A.1 Cisco CMSXMPPMulti-domain configurationThis appendix explains how to configure SynergyManage so that you can provision Cisco CMSuserswith domainsother thanthe default domain on a Cisco CMSMCU.

From the CiscoMeeting Server 2.0Multi-tenancyConsiderationsdocument:

"XMPPmulti-domain enablesa single CiscoMeeting Server to host multiple XMPPdomains. For example, both example.comand example.orgcan exist on the same server. It is possible to configuremultiple tenantswith the same XMPPdomain (as inprevious releases), or each tenant with their own domain, or mix these schemes."

New tenants (customers in SynergyManage) are not created on Cisco CMSuntil the first service hasbeen provisioned on auser in SynergyManage. The Cisco CMSMCU is set up with a default domain. All new customers/tenantswill automatically beconfigured with this domain unless tasks1 - 4 below are carried out to configure the customer to use a non-default domain.

Before you start, youmust read the relevant Cisco CMSdocumentation:

l Acano 1.8 release notesl CiscoMeeting Server Multi-tenancyConsiderations

In the example below, we are creating a new domain called 'vci.no'.

Task 1: Setting up the new customer, group, user, and service in Synergy Manage1. In theWin Node Admin web interface, go to Provisioning Management and create a new customer container.2. Add a group under the customer container, called Users:

3. Go to the Provisioning Portal and create a user entity under the Users folder.4. Add the CMSUser service, using your new domain as the suffix in the Username field.

This creates the new tenant, but not the domain, on the Cisco CMSserver.Note that the Provisioning Status will stay in Pending state for now:

https://www.acano.com/publications/2015/12/Release-Notes-R1.8.5.1.pdf

http://www.cisco.com/c/dam/en/us/td/docs/conferencing/ciscoMeetingServer/Deployment_Guide/Version-2-0/Cisco-Meeting-Server-2-0-Multi-tenancy-Considerations.pdf

Task 2: Adding the new domain on the Cisco CMS server


Task 2: Adding the new domain on the Cisco CMS serverIf not alreadyadded, add the non-default domain according to the Cisco CMSdocumentation.

Task 3: Configuring the LDAP JID mapping in the Com Node Admin web interface1. In the ComNode Admin web interface, clickCustomer Groups in the left menu.2. Click on the customer you created in Task1 above and clickAcano tenant:

3. ClickAcano tenant, and in the Acano tenant ldap JID mapping field, update the string with the correct domain:

Task 4: Post-configuration and testing1. In theWin Node Admin web interface, go to the Provisioning Portal, find the user you created in Task2 above, and

deactivate the CMSUser service.2. Recreate the CMSUser service for the user.3. Refresh the web page to check that the Provisioning Status is now OK:

Task 4: Post-configuration and testing


4. Open the Cisco CMSclient, and verify that you can log in with the CMSUser URI you recreated in Task1 above:

Once you have successfully completed all the stepsabove, you can add all further new users to this new XMPPdomain in thestandard way.

Synergy Manage Administrator Guide v4 · 2018-11-05 · SynergyManageAdministratorGuidev4.14...

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Transcript of Synergy Manage Administrator Guide v4 · 2018-11-05 · SynergyManageAdministratorGuidev4.14...