SOLUTION DEPLOYMENT GUIDE
Phase 1 | May 2016 | 3725-74605-000A
Polycom® Concierge
Polycom, Inc.
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Polycom Concierge Solution Deployment Guide
Phase 1
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Contents
Before You Begin ..................................................................................................................... 5
Audience, Purpose, and Required Skills ................................................................................................. 5
Get Help ................................................................................................................................................... 5
The Polycom Community ....................................................................................................................................5
Polycom Concierge Solution Overview .................................................................................. 6
Required Products ................................................................................................................................... 7
Provisioning Server.............................................................................................................................................7
Content and Meeting Server ...............................................................................................................................7
Room Systems ...................................................................................................................................................7
Client Systems ....................................................................................................................................................7
Additional Required Products .............................................................................................................................8
Supported Use Cases .............................................................................................................................. 8
Solution Considerations ........................................................................................................................... 9
Firewall ...............................................................................................................................................................9
Capacity Guidelines ............................................................................................................................................9
Solution Requirements ...........................................................................................................11
Enabling the Polycom Concierge Service .............................................................................................. 11
Pairing Options ...................................................................................................................................... 11
Location Device ................................................................................................................................................ 12
Manual Pairing .................................................................................................................................................. 13
Endpoint Control .................................................................................................................................... 14
SIP Forking ....................................................................................................................................................... 15
Web Browser Requirements .................................................................................................................. 15
Enhanced Content Support.................................................................................................................... 16
Deploy the Polycom Concierge Solution ..............................................................................17
Configure RealPresence Resource Manager ........................................................................................ 17
Configure the RealPresence Web Suite Server Location ................................................................................. 19
Enable the Polycom Concierge Service for Systems ........................................................................................ 19
Create a Connector Rule .................................................................................................................................. 19
Configure the Polycom DMA System .................................................................................................... 20
Configure the RealPresence Web Suite Web Services Portal .............................................................. 20
Configure the RealPresence Web Suite Experience Portal .................................................................. 21
Set Up Conference Rooms .................................................................................................................... 21
Troubleshoot Issues ...............................................................................................................23
Calling .................................................................................................................................................... 23
Meeting Control ...................................................................................................................................... 24
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Polycom Concierge Solution Deployment Guide
Phase 1
Meeting List ............................................................................................................................................ 24
Pairing .................................................................................................................................................... 25
Provisioning ........................................................................................................................................... 27
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Before You Begin
The Polycom® Concierge Solution Deployment Guide provides a high-level overview of the Polycom
Concierge solution and details to assist administrators with deploying the solution.
Audience, Purpose, and Required Skills
System administrators must have knowledge and or experience with the products and technologies
required to deploy the Polycom Concierge solution. The following related documents are available at
Polycom Support:
Polycom RealPresence Mobile User Guide
Polycom RealPresence Desktop User Guide
Polycom RealPresence Web Suite User Guide
Polycom RealPresence Group Series Administrator Guide
Polycom RealPresence Resource Manager System Operations Guide
Polycom RealPresence Distributed Media Application (DMA) Operations Guide
Polycom RealPresence Access Director System Administrator Guide
Polycom RealPresence Media Suite Administrator Guide
Polycom RealPresence Collaboration Server Administrator Guide
Release Notes for the Polycom Concierge solution products
Get Help
For more information about installing, configuring, and administering Polycom products, refer to
Documents and Downloads at Polycom Support.
The Polycom Community
The Polycom Community gives you access to the latest developer and support information. Participate in
discussion forums to share ideas and solve problems with your colleagues. To register with the Polycom
Community, simply create a Polycom online account. When logged in, you can access Polycom support
personnel and participate in developer and support forums to find the latest information on hardware,
software, and partner solutions topics.
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Polycom Concierge Solution Overview
The Polycom Concierge enterprise solution is an integrated system of Polycom products that enhance the
meeting experience by allowing end users to extend and control their collaboration experience using
personal computing devices such as smartphones, laptops, and desktop systems.
The following diagram provides an overview of the Polycom Concierge solution architecture.
Polycom Concierge Architecture
Polycom RealPresence Infrastructure
RealPresence
Collaboration
Server
RealPresen
Distributed Mece
dia
Applications
Enterprise Directory
& Calendar servers
RealPresence
Access Directo
r
RealPresence
Web Suite
RealPresence
Resource Ma
nager
Collaboration Room
Collaboration Room
RealPresence
Group Series
RealPresence
Group Series
Discovery
RealPresence
Desktop
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RealPresence
Mobile
Discovery
RealPresence
Desktop
RealPresence
Mobile
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Polycom Concierge Solution Deployment Guide
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Required Products
The Polycom Concierge infrastructure consists of the following products:
● Provisioning Server
● Content and Meeting Server
● Room Endpoints
● Client Systems
● Additional Required Products
Provisioning Server
Polycom® RealPresence® Resource Manager acts as the central point of management for room
endpoints and client software. This server is also the point of integration with the enterprise calendar
service.
Content and Meeting Server
Polycom® RealPresence® Web Suite provides the foundation for the application services layer that
supports real-time collaboration services that include meeting Roster and Enhanced Content. Polycom
Concierge client systems connect to the RealPresence Web Suite Experience Portal Server to gain
access to solution services such as endpoint control, content sharing, and other collaboration features.
Room Systems
In a Polycom Concierge deployment, room systems relay audio and video, and support meeting and
conference control operations that client systems access after pairing with a room system. The Polycom
Concierge solution currently supports all models of Polycom ® RealPresence® Group Series systems. The
solution can also be used with reduced functionality for Polycom Concierge scenarios in conference
rooms with legacy Polycom endpoints such as Polycom ® HDX®.
Client Systems
Client systems are personal devices with installations of Polycom® RealPresence® Mobile, Polycom®
RealPresence® Desktop for Windows®, or Polycom® RealPresence® Desktop for Mac®. In a Polycom
Concierge deployment, these systems are capable of performing advanced collaboration and control
functions such as meeting roster and recording controls.
The capabilities that are supported on client systems vary according to the type of system:
RealPresence Mobile supports meeting and conference control that includes volume control, call
termination, mute and unmute, conference recording, meeting roster control, and meeting role
assignment.
RealPresence Desktop supports meeting and conference control that includes enhanced content sharing,
volume control, call termination, mute and unmute, conference recording, meeting roster control, and
meeting role assignment.
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Polycom Concierge Solution Deployment Guide
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Additional Required Products
The Polycom Concierge solution requires the following additional products:
● Polycom® RealPresence® Distributed Media Application™ (DMA) provides the interface for
participant list and conference controls, and is required for Polycom Concierge to provide inmeeting services such as Meeting Roster.
● Polycom® RealPresence® Collaboration Server provides multi-party audio and video for
conferencing services.
● Polycom® RealPresence® Access Director™ system provides remote audio and video access and
serves as the HTTP(S)/WebSocket reverse proxy that client systems use to access solution
servers. This product is required to support the use of the Polycom Concierge solution from client
systems and room endpoints that are located outside the organizational firewall.
● Polycom® RealPresence® Media Suite provides video streaming and recording, and is required if
you want recording functions.
For more details about the Polycom Concierge supported Polycom products, refer to product
documentation available at Polycom Support.
Supported Use Cases
The following are the most common tasks that users will perform when the Polycom Concierge solution is
deployed:
● Users with a personal device that has RealPresence Desktop or RealPresence Mobile installed will
pair with a Polycom room endpoint, and join a meeting using the Microsoft Exchange calendar
integration feature for those products.
● Users with a personal device with RealPresence Desktop or RealPresence Mobile installed will use
the device as an endpoint remote to control room endpoint functions such as dialing, volume
control, recording, and hang up.
● Users with a personal device that has RealPresence Desktop installed will access collaboration
services such as Enhanced Content Sharing.
Note: Enhanced Content Sharing requires that the user join a meeting held on a VMR defined
on the Polycom RealPresence DMA whose audio and video aspects are provided by a
Polycom RealPresence Collaboration Server MCU. A user may use the Polycom Concierge
endpoint control service to cause a supported room endpoint to dial other types of meetings
and calls such as a point-to-point call directly to another endpoint. For such calls and meetings,
however, the roster and Enhanced Content services will not be available. For more information,
see Enhanced Content Support.
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Polycom Concierge Solution Deployment Guide
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Solution Considerations
The following is information for administrators to consider about their environment before deploying the
Polycom Concierge solution.
Firewall
The Polycom Concierge solution is designed so that it can be accessed and used by client systems on a
corporate Intranet, but also from a public network, if desired. In the latter scenario, you must provide
appropriate public Internet access to the RealPresence Resource Manager and RealPresence Web Suite
Experience Portal servers. You can do this in a secure way using the HTTP reverse proxy function of
RealPresence Access Director. For more information, refer to the Polycom RealPresence Access Director
System Administrator Guide.
Capacity Guidelines
The capacity of your Polycom Concierge deployment determines the degree of concurrent usage it can
support, which is critical for meeting the collaboration demands of your organization. In addition to
understanding the architecture of the solution and how the components use system resources, you must
also determine the capacity required by your Polycom Concierge deployment. You can obtain a rough
estimate of this number by determining the total number of users that will have access to Polycom
Concierge services, their anticipated collective concurrent usage of those services, and the total number
of connected endpoints that are available for collaboration. Once you determine this number, you can
manage it according to your capacity plan and the usage level that the Polycom Concierge solution
supports.
The overall capacity of the Polycom Concierge solution is determined by the following scaling
dimensions:
● The maximum number of RealPresence Desktop, RealPresence Mobile, and browser-based clients
that can concurrently use RealPresence Web Suite to obtain access to services such as the
meeting roster, chat, enhanced content, endpoint control, and browser-based audio and video. This
number is determined by the number of concurrent client connections licensed and supported by
the RealPresence Web Suite Experience Portal. For more information, see the Polycom
RealPresence Web Suite Release Notes.
● The maximum number of room endpoints that are enabled with the Polycom Concierge service and
can connect to RealPresence Web Suite and be controlled by solution clients. This number is
determined by the number of room endpoint connections supported by the RealPresence Web
Suite Experience Portal. For more information, see the Polycom RealPresence Web Suite Release
Notes.
● The maximum number of RealPresence Desktop and RealPresence Mobile clients that can
concurrently use RealPresence Resource Manager to obtain access to Microsoft Exchange
calendar information about scheduled meetings. For more information, see the Polycom
RealPresence Resource Manager System Release Notes.
The following is an example of required capacity for solution components based on estimated usage
levels of a hypothetical Polycom Concierge deployment.
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Polycom Concierge Solution Deployment Guide
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Usage Parameters
End User Population
Anticipated Peak Concurrent
Polycom Concierge Usage
Total Room Endpoints Enabled with
Polycom Concierge Service
10,000
15%
500
Resulting Capacity Requirements
Required RealPresence Web
Suite Client Capacity
Required RealPresence Web Suite
Endpoint Control Service Capacity
Required RealPresence Resource
Manager Calendar Capacity
1500
500
1500
Hardware requirements and product licenses also have an impact on the maximum capacity of your
videoconferencing collaboration environment. For details about these topics as they relate to
RealPresence Resource Manager, RealPresence Web Suite, RealPresence Mobile, and RealPresence
Desktop, see the administrator and release notes documentation for those products at Polycom Support.
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Solution Requirements
This section includes information about requirements that are specific to the Polycom Concierge solution.
Setup and configuration requirements for Polycom products are available in the administration documents
for those products.
The following topics provide information about Polycom Concierge solution requirements:
● Enable the Polycom Concierge Service
● Set Up Pairing Options
● Web Browser Requirement
● Enhanced Content Support
Enabling the Polycom Concierge Service
The Polycom Concierge service is a new interface that enables endpoint and meeting controls on
endpoints and client systems that are dynamically managed in a Polycom Concierge solution deployment.
The following are required to enable the Polycom Concierge service:
● The Polycom Concierge deployed solution includes a RealPresence Web Suite Pro license.
● The Polycom Concierge service option in RealPresence Resource Manager is enabled for the
dynamically managed endpoints and client systems you want to support in the deployment. For
more information, see Enable the Polycom Concierge Service for Systems.
Pairing Options
In a Polycom Concierge environment, a personal device must pair with a room system to access
collaboration and control functions that are enabled and proxied by the RealPresence Web Suite
Experience Portal Server.
The Polycom Concierge solution supports the following pairing options:
● Location device — Configured to broadcast the location details for a room.
● Manual pairing — Manual processes to pair with a room system:
 Pairing code interface — Users of RealPresence Mobile and RealPresence Desktop systems
manually enter an endpoint pairing code into their system interface.
 Pairing information printout — Users of RealPresence Mobile obtain pairing options from a
printout that is posted in the conference room. This printout is generated and printed from
RealPresence Resource Manager.
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Polycom Concierge Solution Deployment Guide
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Location Device
The Polycom Concierge solution currently supports only Bluetooth beacon location devices. These
devices support Bluetooth 4.0 or later (or Bluetooth Low Energy) and broadcast a 128-bit universally
unique identifier (UUID), major ID, and minor ID that you can configure to associate with a room system.
When a client system is within range of a configured beacon, it will automatically discover the associated
room system.
A Bluetooth beacon is required to use the location device pairing option in RealPresence Mobile. Polycom
has tested and recommends the following beacons by Radius Networks:
● RadBeacon USB
● RadBeacon Dot (battery-operated)
Configuration and troubleshooting topics for these beacons are available on the Radius Networks support
website.
If you choose to use a different beacon, make sure your selection meets the following requirements:
● Supports the Apple iBeacon™ protocol
● Allows you to configure UUID, major ID, and minor ID
● The major ID supports a value of zero
Configure a Beacon to Detect a Polycom Endpoint
The configuration process for beacons can vary. The configuration steps in this section are common and
provided as only guidance. For configuration steps for your specific beacon, consult the manufacturer’s
documentation.
To configure a beacon to detect a Polycom room system:
1 Install the configuration application for your device.
2 Add a PIN to limit access to the beacon. There may be a default value provided. Make sure you
change this value.
3 Scan for the beacon using the configuration application. All beacons in near proximity are identified.
4 Select the beacon you want to configure.
5 Give the beacon a meaningful name. If you need to edit the configuration at a later date, the name
will help you distinguish between multiple devices that are in configuration mode.
6 Enable the iBeacon type.
7 Configure the UUID, major ID, and minor ID with the values that are generated in RealPresence
Resource Manager. To view the existing values, go to RealPresence Resource Manager and select
Endpoint > Dynamic Management > Web Suite Server & Beacon. For information about these
values, refer to the Polycom RealPresence Resource Manager System Operations Guide.
 UUID — A 128-bit data value that is provided as a hex string and used to identify the beacon.
This value must be set to the Beacon Proximity ID that is listed in RealPresence Resource
Manager. A default value is provided. You can modify the value, if desired.
 Major ID — A 16-bit data value that is derived from the first half of the location ID and used to
group beacons that use the same UUID.
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 Minor ID — A 16-bit data value that is derived from the last half of the location ID and used to
differentiate beacons that use the same UUID and Major ID.
8 Optionally, specify the advertising rate and transmit power.
Advertising rate, which usually ranges from 1Hz to 10Hz, determines how often the beacon
transmits its broadcast signal. Advertising rate has a significant impact on the following:
 The amount of time it takes for RealPresence Mobile to detect the beacon. The higher the rate,
the faster it is discovered.
 Battery life, if the beacon is battery-powered. A faster rate, for example, will have a dramatic
impact on battery life.
Transmit power refers to the maximum range that the beacon’s broadcast signal is able to transmit.
This value is in dBm and typically supports a range between 4 and 70 meters (4 dBM to -20 dBm).
9 Apply your settings.
For beacon troubleshooting tips, see Troubleshoot Issues.
Manual Pairing
You can also deploy a pairing information printout to enable personal devices to pair with a room
endpoint. This printout, which is generated in RealPresence Resource Manager, provides location details
(location ID and Polycom Concierge Service URL) in text form and as a QR code in a document that you
print and place in the room that contains the endpoint. Users can use the Pairing tab in the client
application to pair with a room system by scanning a QR code or manually entering the pairing code in
the space provided in the interface.
Set Up and Generate a Pairing Information Printout
When you are ready to deploy the Polycom Concierge solution, generate and print a QR code to display
in the conference rooms that are involved in the deployment.
To set up and generate a pairing information printout:
1 Make sure you have enabled the Polycom Concierge service for the room system. For more
information, see Enable the Polycom Concierge Service for Systems.
2 In RealPresence Resource Manager, select the dynamically managed room system for which you
want to generate the printout.
3 Click Generate QR Code located in the left-most pane. The information sheet opens in a new
browser window.
4 Use the tools in your browser to print the information sheet or save it to an archive location.
For more information about QR code generation, refer to the Polycom RealPresence Resource Manager
System Operations Guide.
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Polycom Concierge Solution Deployment Guide
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Endpoint Control
The Polycom Concierge solution supports the following two methods of interacting with room systems:
● Endpoints enabled with Polycom Concierge service: Endpoints that are explicitly enabled and
provisioned to support Polycom Concierge services. These endpoints will connect to and register
with the RealPresence Web Suite Experience Portal server to receive commands and report status
to Polycom Concierge client systems that have paired with it using a proxy connection to the
RealPresence Web Suite Experience Portal server.
A personal device that is enabled with the Polycom Concierge service can connect to and interact
with such a room system using the proxy server configured in RealPresence Web Suite to control
all applicable room system functions such as dialing, hanging up, muting, and volume control. The
Polycom Concierge service is enabled by the administrator as part of the provisioning process and
may require updating the system software to a version that supports these functions. This
functionality is currently limited to RealPresence Group Series systems.
● Endpoints that are not enabled with the Polycom Concierge service: a room endpoint that has not
been enabled to support Concierge services. These endpoints can still be used with Polycom
Concierge, but in a limited fashion. When a user with a personal device that is enabled with the
Polycom Concierge service pairs with such an endpoint, RealPresence Web Suite will attempt to
have it join the user's meeting by initiating (via DMA APIs) the MCU hosting the conference to dialout to the endpoint. Unless the endpoint has been enabled to automatically answer incoming calls
(which is generally not recommended due to security concerns), a user in the room will have to use
the endpoint's (physical) remote control or Touch Control panel to answer the call from the MCU
and complete the process of bringing the endpoint into the call.
A personal device that is enabled with the Polycom Concierge service may pair with such a room
system to control a limited set of functions. For example, a client system can cause an MCU to dial
out to a room system to include it in a meeting or to disconnect the room system from a call. This is
supported for all room systems and cannot be enabled or disabled on a per-system basis.
The following table contains a list of endpoint control functions and the expected behavior when the
system is enabled with the Polycom Concierge service versus other endpoints.
Polycom Concierge Function
Endpoint joins a meeting
Endpoints Enabled with Polycom
Concierge Service
Other Endpoints
Supported. Endpoint calls the
bridge (dial-in)
Supported. Bridge calls the endpoint (dialout); may require manually answering the
call
Join the endpoint’s current
call/conference from the
user’s Concierge calendar
view
Supported
Not supported
Mute the endpoint
Supported
Not supported
Adjust the endpoint’s volume
Supported
Not supported
Hang up the endpoint’s
current call
Supported
Supported (only when the endpoint is in a
Polycom Concierge-initiated call)
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Polycom Concierge Solution Deployment Guide
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Polycom Concierge Function
Endpoints Enabled with Polycom
Concierge Service
Other Endpoints
Free-form dialing
Supported; includes initiating peerto-peer calls
Not supported. The Polycom (Concierge
service is only supported when the
endpoint joins bridge-based calls
Privileges required for
controlling the endpoint
The user must be authenticated
The room control privilege must be
enabled in the user’s conference role
SIP Forking
Session Initiation Protocol (SIP) call controllers, such as the Polycom DMA, have a feature called “forking”
that allows multiple endpoints (typically assigned to the same user) to register to the SIP gatekeeper and
infrastructure using a single common URI. When other SIP entities dial that URI, all the devices registered
to the URI ring in parallel until one answers the call.
In many call scenarios, SIP forking is a useful feature. It is not well-suited for a Polycom Concierge
deployment that will leverage dial-out to bring endpoints that are not enabled with the Polycom Concierge
service into Polycom Concierge conferences. In this scenario, the solution causes the MCU hosting the
audio and video aspect of the conference to initiate a call to the endpoint to bring it to the conference. If a
SIP URI dialed by the MCU in this case is shared by multiple devices, all of them will ring concurrently
when the dial-out attempt is made. Any of them may answer the call before the intended room endpoint
has an opportunity to do so, particularly if the Auto Answer feature is enabled for any of the other
endpoints.
Polycom recommends that solution administrators provision a unique, dedicated, non-shared SIP URI for
any room endpoint that is to be used with the Polycom Concierge dial-out function for endpoints that are
not enabled with the Polycom Concierge service. There are two ways you can set the unique SIP URI for
these endpoints:
● Auto-generate different URIs by going to Endpoint > Dynamic Management > SIP URI in
RealPresence Resource Manager and selecting the Keep URIs Unique checkbox. For newly
provisioned endpoints, you must do this before the endpoint goes on line and is registered for
provisioning. For detailed instructions, see the “Auto-Generate SIP URIs for Dynamically-Managed
Endpoints” topic in the Polycom RealPresence Resource Manager System Operations Guide.
● Manually change the SIP URI for the endpoint that is not enabled with the Polycom Concierge
service. You can do this before or after the endpoint has been initially provisioned by RealPresence
Resource Manager. For instructions, see the “Edit a User” topic in the Polycom RealPresence
Resource Manager System Operations Guide.
Web Browser Requirements
The Polycom Concierge solution requires that Internet Explorer 11 or higher be installed on a Microsoft
Windows system to support Enhanced Content in RealPresence Desktop. For more information, see
Enhanced Content Support. You can use other web browsers supported by Windows on your PC, but
Internet Explorer 11 or higher must be installed on a system in the case mentioned above.
Apple computers do not have any special web browser requirements.
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Polycom Concierge Solution Deployment Guide
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Enhanced Content Support
The Polycom Concierge solution includes support for Enhanced Content in RealPresence Desktop. This
feature provides advanced content sharing capabilities such as real time annotation and simultaneous
content sharing among multiple participants.
Enhanced Content is an optional RealPresence Web Suite feature, but is required for RealPresence
Desktop to share and receive in-room content when the Polycom Concierge solution is deployed.
Polycom Concierge deployments support Enhanced Content on RealPresence Desktop when the
following requirements are met:
● The Polycom Concierge solution has been deployed
● The Polycom Concierge deployment includes a license for RealPresence Web Suite Pro
● Enhanced Content is enabled in RealPresence Web Suite
● Microsoft Internet Explorer 11 or higher is installed on the client Windows PC. You can use other
browsers such as Firefox and Chrome, but Internet Explorer 11 or higher must be installed on the
system. Systems running Mac OS X do not require installation of a specific browser.
● RealPresence Desktop is paired with a room system and joins a VMR-based conference. In this
scenario, the room endpoint provides audio and video and RealPresence Desktop operates in
Polycom Concierge mode where it is used to access Enhanced Content and roster services only.
RealPresence Desktop systems will send and receive H.264 video content using the Binary Floor Control
Protocol (BFCP) in SIP calls or H.239 in H.323 calls when the following is true:
● The client system is in a remote video call. In other words, when it is functioning as a video client
instead of a Polycom Concierge client.
The Content icon in RealPresence Desktop is not available and the system is not able to share or receive
content when the following is true:
● RealPresence Desktop is enabled with the Polycom Concierge service and Enhanced Content is
disabled in RealPresence Web Suite.
For information about configuring Enhanced Content, refer to the Polycom RealPresence Web Suite
Administrator Guide. For information about how to use Enhanced Content, refer to the Polycom
RealPresence Web Suite User Guide.
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Deploy the Polycom Concierge Solution
The topics in this section list the configuration tasks that are required to deploy the Polycom Concierge
solution. Detailed steps for a task are provided only when the information is specific to the solution or is
not available in other Polycom product documentation. For best results, Polycom recommends that you
open and review the documentation for the product you are setting up alongside the checklist in each
topic when deploying the solution.
Complete the following tasks in the order they are presented in this section:
● Configure RealPresence Resource Manager
● Configure the Polycom DMA System
● Configure the RealPresence Web Suite Web Services Portal
● Configure the RealPresence Web Suite Experience Portal
● Set Up Conference Rooms
Configure RealPresence Resource Manager
This section contains the checklist items and instructions for configuring the RealPresence Resource
Manager for a Polycom Concierge solution deployment. For detailed configuration information, see the
Polycom RealPresence Resource Manager System Operations Guide.
RealPresence Resource Manager Checklist
Task
Notes
Perform basic RealPresence Resource Manager
configuration steps.
Make sure RealPresence Resource Manager is up and
running and that you have created a user with
administrator privileges.
Integrate RealPresence Resource Manager with Active
Directory.
The Polycom Concierge solution uses Active Directory
services to enable client systems to access participant
lists and room systems to perform collaboration and
control functions.
Note: You must provision client systems to use an
Active Directory room user account. You have the
option to provision room systems to use local
RealPresence Resource Manager accounts without
using calendar integration.
Create the VMR owner.
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Make sure you add the phone number of a user in
Active Directory. The phone number should be a VMR
and the user you create will be the owner.
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Polycom Concierge Solution Deployment Guide
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Task
Notes
Integrate with the Polycom DMA.
Provision the information for the Polycom DMA that
RealPresence Resource Manager will be integrated
with. For more details, see the “Working with a Polycom
RealPresence DMA System” topic in the Polycom
RealPresence Resource Manager System Operations
Guide.
Set up dynamic provisioning for Polycom client systems
and endpoints that will use the Polycom Concierge
service.
This task involves adding and configuring settings for
your sites, network profiles, and territories.
When you add network profiles, make sure you select
the Enable Calendaring check box to enable serverside calendar integration.
Each endpoint and client system that is dynamically
provisioned in RealPresence Resource Manager must
be provisioned locally before using any of the Polycom
Concierge service functions. For details about
provisioning personal devices, see the Polycom
RealPresence Mobile User Guide or Polycom
RealPresence Desktop User Guide. For information
about provisioning a, refer to the Polycom
RealPresence Group Series Administrator Guide.
Configure the RealPresence Web Suite server location.
You must configure the RealPresence Web Suite
Experience Portal location in RealPresence Resource
Manager to enable content sharing and call control.
If you want to modify the default beacon UUID, you can
do so in the same window that you configure the
RealPresence Web Suite server. For instructions, see
Configure the RealPresence Web Suite Server
Location.
Enable the Polycom Concierge service.
The Polycom Concierge service must be enabled for
each dynamically managed endpoint that you want to
make controllable by client systems and each client
system that you want to support Polycom Concierge
service meeting and endpoint control functions. For
instructions, see Enable the Polycom Concierge
Service.
Set up calendar integration.
The Polycom Concierge solution requires server-side
calendar integration to enable RealPresence Mobile
and RealPresence Desktop client systems to access
dynamic calendar information for users.
This task includes creating a connector rule. For
instructions to create matching strings for a connector
rule, see Create a Connector Rule.
For detailed calendar integration steps, see the
Polycom RealPresence Resource Manager System
Operations Guide.
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Phase 1
Configure the RealPresence Web Suite Server Location
You configure the RealPresence Web Suite Experience Portal location in RealPresence Resource Manager.
To configure the RealPresence Web Suite server location:
1 Go to the Web Suite Server and Beacon screen for the endpoint.
2 Enter the server address of the RealPresence Web Suite Experience Portal host name in the Web
Server Address field.
3 Optionally, update the default value in the Beacon Proximity ID field with your specific beacon
UUID.
Enable the Polycom Concierge Service for Systems
In RealPresence Resource Manager, you can enable and disable the Polycom Concierge service on an
individual system-basis as needed.
To enable the Polycom Concierge service for a dynamically managed endpoint:
1 Go to the Provisioning Profiles screen for the endpoint.
2 Select the Network profile you want to use or create a new one.
3 Select the Concierge Settings tab in the Edit Profile dialog box, and then select the Enable
Concierge Service check box.
Create a Connector Rule
When you set up calendar integration for the solution, you can create a connector rule using the steps
provided below.
To set up calendar integration:
1 Select the Standard Meeting Invitation option.
2 Select Location from the Invitation Field drop-down list.
3 In the Match String of VRM Number field, enter the regular expression that matches your VMR.
Examples provided below:
 For the IP address 10.223.73.1, you would use (?:^|\s|\/|#|:)((?:[0-9]{1,3}\.){3}[0-9]{1,3}) as the
regular expression.
 For the SIP address [email protected], you would use (?:^|\s|\/|#|:)((?:[\s\-]*[0-9][\s\-
]*)+@[^\s]+) as the regular expression.
 For an E.164 alias, such as 76963997, use (?:^|Bridge\:|VMR\:|vmr\:)\s*(\d+) as the regular
expression.
Note that the Polycom Concierge calendaring feature is supported only when RealPresence Mobile and
RealPresence Desktop are provisioned with an Active Directory account that is associated with the
Outlook Exchange account that is assigned to the user.
For more details, see the “Add a Connector Rule” topic in the Polycom RealPresence Resource Manager
System Operations Guide.
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Phase 1
Configure the Polycom DMA System
In a Polycom Concierge deployment, the Polycom DMA distributes and manages calls. For detailed steps
to configure the Polycom DMA, refer to the Polycom RealPresence Distributed Media Application (DMA)
Operations Guide.
Polycom DMA Configuration Checklist
Tasks
Notes
Configure signaling protocols.
Configure the MCUs.
Define and assign conference rooms.
You must select the Indication of recording check box
to enable the recording feature.
Configure the RealPresence Web Suite Web
Services Portal
The following table contains a checklist of tasks you must perform to configure the RealPresence Web
Suite Web Services Portal. If you require additional configuration details, see the Polycom RealPresence
Web Suite Administrator Guide.
RealPresence Web Suite Web Services Portal Configuration Checklist
Tasks
Notes
Specify LDAP settings.
Specify SMTP settings.
This task is required to send meeting invitations to
meeting participants using Microsoft Outlook Exchange.
Specify Server settings.
Specify DMA Config settings.
Specify Conference settings.
Make sure you select the Allow use of Personal VMR
check box.
Specify Platform settings.
This task includes setting the NTP server host name
and time zone values, uploading certificates, and
activating the RealPresence Web Suite license.
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Polycom Concierge Solution Deployment Guide
Phase 1
Configure the RealPresence Web Suite
Experience Portal
The following table contains a checklist of tasks you must perform to configure the RealPresence Web
Suite Web Services Portal for a Polycom Concierge deployment. If you require additional configuration
details, see the Polycom RealPresence Web Suite Administrator Guide.
RealPresence Web Suite Experience Portal Configuration Checklist
Tasks
Notes
Perform basic RealPresence Web Suite installation and
configuration steps.
Make sure RealPresence Web Suite is licensed and up
and running.
Configure the Conference settings for your
RealPresence Web Suite Experience Portal.
In the General Settings area, you must select the
Enhanced Content Enabled and Endpoint control
enabled options for RealPresence Desktop client
systems to support advanced content features. For
more information, see Enhanced Content Support.
Make sure you configure RealPresence Web Suite Pro
authentication.
Configure Platform settings for the RealPresence Web
Suite Experience Portal in your Polycom Concierge
deployment.
Make sure you upload the appropriate certificates and
specify license information.
Configure Enhanced Content Sharing.
Make sure you provide a password for the
ecsparticipant user account. Type this value directly
into the field; do not copy and paste the value.
Make sure you deploy one or more Standards
Connectors depending on your anticipated usage of
Enhanced Content.
Set Up Conference Rooms
Once you have set up and configured the products required to deploy the Polycom Concierge solution,
prepare the conference rooms where client systems will connect to room endpoints.
Choose one or more of the following conference room setup options:
● Deploy pairing information printouts and post the details in conference rooms. Make sure you post
your signs in a location that meeting attendees can easily view and access. See Set Up and
Generate a Pairing Information Sheet.
● You may want to create and post additional signs that contain pairing instructions for end users.
Make sure you post the signs in a location that meeting attendees can easily view and access.
● Deploy a Bluetooth beacon in each conference room that you want to make beacon-based pairing
available to client systems. See Configure a Beacon to Detect a Polycom Endpoint.
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Phase 1
● To display an endpoint pairing code on its home screen, add the endpoint pairing code to the
address bar of the local interface. For instructions to display system information in the address bar,
refer to the Polycom RealPresence Group Series Administrator Guide.
● Upload a background image for the room endpoint local interface that includes the QR code. For
more information about uploading a background image, see the Polycom RealPresence Group
Series Administrator Guide.
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Troubleshoot Issues
This section contains information to help you troubleshoot issues that may occur in a Polycom Conciergeenabled environment. If you need help with a problem that is not listed here, contact Polycom Support.
Product logs may also help you determine the cause of a problem. For instructions about how to access
logs, refer to the documentation for the product that is experiencing the issue.
The following troubleshooting topics are available:
● Calling
● Meeting Control
● Meeting List
● Pairing
● Passcodes
● Provisioning
● Scheduling
● Miscellaneous Issues
Calling
Dial-out (bridge-initiated) calls are unsuccessful.
1 Make sure the user is attempting dial-out to a supported Polycom room system.
2 Log in to the RealPresence Web Suite Experience Portal and verify that the Room Control privilege
is enabled for the Participant Role and, if desired, the Guest Role.
3 Log in to RealPresence Resource Manager and confirm that all settings associated with the
Polycom Concierge service are correct. For more information, see Enable the Polycom Concierge
Service for Systems.
Point-to-point calls are unsuccessful.
1 Confirm that the endpoint IP address, SIP alias, or H.323 extension that was used as the dial string
is correct.
2 Log in to RealPresence Resource Manager and check that both endpoints are correctly
provisioned.
3 Restart the endpoints.
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Phase 1
Meeting Control
The recording control does not appear in the Polycom Concierge user interface.
Go to the RealPresence Web Suite Experience Portal server settings and verify that the recording
privilege is enabled for desired users (participant, guest, and chairperson).
Initiating recordings using the recording control doesn’t work.
Check that the environment has been enabled for recordings using RealPresence Media Suite and the
appropriate recording link has been configured in the applicable Polycom DMA conference template.
Content does not display in RealPresence Desktop.
Go to the RealPresence Web Suite Experience Portal server settings and verify that Enhanced Content
is enabled. For more information, see the RealPresence Web Suite Administrator Guide.
Content shared from Polycom Concierge clients is not visible on other endpoints or vice-versa.
Check the configuration and status of RealPresence Web Suite Standards Connector. For more
information, see the RealPresence Web Suite Administrator Guide.
Use this troubleshooting tip if there is a problem with sharing content between RealPresence Desktop
instances that are enabled with the Polycom Concierge service or RealPresence Web Suite users and
other types of room systems (systems in a remote call that are not enabled with the service),
The roster shows users or endpoints who have already left the meeting.
Restart the RealPresence Web Suite Experience Portal server.
Meeting List
User does not see a scheduled meeting in RealPresence Mobile or RealPresence Desktop.
1 Verify that the meeting is scheduled to be in progress now or to start within the next 30 minutes.
The meeting list in the client interface displays meetings in this time frame.
2 Make sure the NTP server and Time Zone settings are correct on both the Polycom Concierge
client and the RealPresence Resource Manager server.
3 Log in to RealPresence Resource Manager and make sure the Calendar Connector is correctly
configured.
Meeting grayed out in the meeting list.
Ask the user to go to their Outlook calendar and confirm that the VMR number is correctly defined in the
Location field. If the Microsoft Outlook user who scheduled the meeting did not include a valid VMR
number in the invite, the Polycom Concierge client that will not be able to join automatically on the client’s
behalf. The invited user can enter the VMR number manually into the Polycom Concierge dial interface if
they know it.
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Phase 1
Pairing
Pairing stops working on a client system.
1 Make sure the pairing code in the client system is correct. If configured, the pairing code is
displayed on the home screen for the room system. The user can also obtain the pairing code from
the pairing information printout that is available in the conference room.
2 Go to RealPresence Resource Manager and check if the pairing code has changed. A pairing code
is assigned to one endpoint that is provisioned by RealPresence Resource Manager, and remains
assigned as long as the system is active. If you, for example, delete and then later re-add an
endpoint in RealPresence Resource Manager or shutdown an endpoint to replace it with another
system and use the same IP address and user account, a new pairing code is assigned to the
active endpoint. In these cases, you must generate a new QR code, reconfigure your Bluetooth
beacon, or both depending on your setup. Polycom recommends that you assign only one endpoint
and user account to a meeting room.
3 Check that the Polycom Concierge service is active (system status LED is green) for the room
system. From the RealPresence Group Series web interface, go to Diagnostics > System >
System Status. If the Polycom Concierge service is not active, have the user restart the endpoint.
User receives a message that a pairing code is invalid or does not exist.
1 Log in to RealPresence Resource Manager and check that the endpoint is registered dynamically
and that all configuration settings are correct. For more details, see Enable the Polycom Concierge
Service for Systems.
2 Go to RealPresence Resource Manager and check if the pairing code has changed. A pairing code
is assigned to one endpoint that is provisioned by RealPresence Resource Manager, and remains
assigned as long as the system is active. If you, for example, delete and then later re-add an
endpoint in RealPresence Resource Manager or shutdown an endpoint to replace it with another
system and use the same IP address and user account, a new pairing code is assigned to the
active endpoint. In these cases, you must generate a new QR code, reconfigure your Bluetooth
beacon, or both depending on your setup. Polycom recommends that you assign only one endpoint
and user account to a meeting room.
3 Check the endpoint ID. If a pairing information printout was deployed, verify that the endpoint ID in
the Polycom Concierge URL matches the endpoint ID that is visible in RealPresence Resource
Manager.
4 Ask the user to restart the endpoint.
User receives message “Pairing failed. Error: Cannot connect to the endpoint.”
1 Log in to RealPresence Resource Manager and check that the endpoint is registered dynamically
and that all configuration settings are correct. For more details, see Enable the Polycom Concierge
Service for Systems.
2 Ask the user to reinstall RealPresence Desktop or RealPresence Mobile on their personal device.
3 Ask the user to restart the endpoint.
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Phase 1
Pairing fails with a room system that is not enabled with the Polycom Concierge service.
1 Verify that you are using a Polycom room system.
2 Make sure the room system is provisioned with RealPresence Resource Manager.
On a Polycom HDX system:
a In the web interface, go to Admin Settings > Global Services > Provisioning Service.
b Configure the provisioning service by providing the Domain, User Name, Password, and
Server Address for the Active Directory account.
c Click Update. The system may reboot to complete the update process.
3 Verify that pairing to a room system that does have the Polycom Concierge service enabled works.
4 Restart the room system.
User receives message “Authentication failed” when the Sign in using network login credentials
check box is selected in RealPresence Desktop.
1 Confirm that the client system exists in the domain network.
2 Make sure the URL for the RealPresence Web Suite Services Portal is in the Local Intranet Sites
list. Open the Internet Explorer Internet Options and go to Security settings. An update to the client
system may automatically add the URL to the Trusted Sites.
3 Make sure the URL for the RealPresence Web Suite Services Portal is not in the Trusted Sites list.
Open the Internet Explorer Internet Options and go to Security settings. An update to the system
may automatically add the URL to the Trusted Sites.
4 Clear the Internet Explorer cache.
5 Ask the user to sign out of and restart RealPresence Desktop.
RealPresence Mobile is not able to detect a configured Bluetooth beacon.
1 Check that the beacon is active.
2 Make sure the personal device supports Bluetooth 4.0 or later (or Bluetooth Low Energy).
3 Check the Bluetooth settings on your device and make sure Bluetooth is enabled.
4 Confirm that the beacon configuration matches the configuration values in RealPresence Resource
Manager. For more information, see Configure a Beacon to Detect a Polycom Endpoint.
5 A permission request message may pop up an iOS personal device the first time you scan for a
beacon. If you declined the first time, you must update your privacy settings:
a Go to Settings > Privacy > Location Services.
b Locate RealPresence Mobile in the list.
c Change the Allow setting from Never to Always.
RealPresence Mobile detects a beacon for a conference room that the user is not currently in.
If the beacon configuration application includes an option to configure transmission power, decrease the
value for this setting.
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Phase 1
A user must stand very close to a beacon before RealPresence Mobile is able to detect it.
If the beacon configuration application includes an option to configure transmission power, increase the
value for this setting.
Provisioning
Room system will not register.
1 In the endpoint user interface, verify that the provisioning service is enabled and all provisioning
parameters are correct.
2 In the RealPresence Group Series system web interface, go to Diagnostics > System > System
call and confirm that the Polycom Concierge service is active (the status LED is green).
3 In RealPresence Resource Manager, check in Device status that all registrations are up.
4 Restart the room system.
When signing in to RealPresence Desktop or RealPresence Mobile, user receives message:
“Invalid username or password.”
1 Have the user verify the username and password they entered are correct.
2 Verify that the RealPresence Resource Manager server is active, and check the following:
 The RealPresence Resource Manager server is registered to Active Directory.
 The user account is registered in Active Directory.
 The domain and RealPresence Resource Manager addresses are correct.
3 Have the user exit the RealPresence Mobile or RealPresence Desktop application, and then restart
their personal device.
When signing in to RealPresence Desktop or RealPresence Mobile, user receives message
“Unable to connect the server error.”
1 Check the RealPresence Resource Manager IP address or hostname.
2 Check the RealPresence Resource Manager domain.
3 Have the user close and reopen RealPresence Mobile or RealPresence Desktop.
4 Have the user restart the personal device.
5 Restart RealPresence Resource Manager.
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