Version 4.5 Wednesday, July 08, 2015 Page 1 Customer Support CONCIERGE RUNBOOK V4.5 / Customer Number: 111-111-1111 L3 DID - 111-111-1111 TW DID - 111-111-1111 RTS: 111-111-1111(Do not provide to End Users) Scheduling: [email protected]Revision Date: Origination Date: Revision Number: Author July 8, 2015 4-Dic-14 11 Carlos H. Ortuño Bravo
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Contents SYSTEMS AT ..................................................................................................................................................................4
SYSTEMS AT ..................................................................................................................................................................6
REALPRESENCE GROUP SERIES ..............................................................................................................................................6
SYSTEMS AT ..................................................................................................................................................................7
ESCALATING INCIDENT (IM, CALL, OR EMAIL) - CONCIERGE RESPONSE TO USER .....................................................................9
Concierge able to assist user to no avail (CMC or RTS Managed Endpoints and Desktop users): ................................................ 9
RTS Managed Endpoints – Concierge not able to assist user or Endpoint: ................................................................................... 9
MS LYNC IM SUPPORT: ....................................................................................................................................................... 10
DIFFERENT MEETING TYPES .............................................................................................................................................. 10
DIFFERENT MEETING TYPES .............................................................................................................................................. 11
DIFFERENT MEETING TYPES .............................................................................................................................................. 12
Video On Demand (VOD) Meetings. ............................................................................................................................................ 12
MEETING TYPES MAIN DIFFERENCES ................................................................................................................................ 13
DIFFERENT MEETING TYPES .............................................................................................................................................. 13
THERE ARE NO INTERNATIONAL NUMBERS. ............................................................................................................................... 13
Identifying the type Of Meeting .................................................................................................................................................. 14
HOW TO GATHER THE EQUIPMENT SERIAL NUMBER ............................................................................................................... 17
HOW TO REGISTER AN RTS/ELITE TEAM TICKET ON CHANGE GEAR ........................................................................................... 18
How to locate the Requester: ...................................................................................................................................................... 22
Issue 1: users do not appear to be connected to the conference ............................................................................................... 25
Issue 2: users are trying to click to join when the conference is a managed conference ........................................................... 25
Issue 3: users can’t hear other sites ............................................................................................................................................ 25
Issue 4: other sites can’t hear the user ........................................................................................................................................ 25
Steps to map the _admin, videoconf calendar .......................................................................................................................... 26
How can a user request a managed video meeting be recorded? ............................................................................................ 27
TROUBLESHOOTING VIDEO ON-DEMAND (VOD) MEETINGS ................................................................................................ 28
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD) ............................................................................................ 29
ISSUE 1: User can’t hear far sites or far sites can’t hear him. ................................................................................................. 29
ADJUSTING THE AUDIO SETTINGS ON CMA-D ...................................................................................................................... 29
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD) ............................................................................................ 30
ADJUSTING THE AUDIO SETTINGS ON RPD .................................................................................................................................. 30
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD) ............................................................................................ 31
How Do I Login To CMA-D Or RPD/How Do I Open The CMA-D Or RPD Application? ................................................................ 31
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD) ............................................................................................ 32
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD) ............................................................................................ 35
CMA-D or RPD Installation ........................................................................................................................................................... 35
CMA-D or RPD CBT not been taken ............................................................................................................................................. 35
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD) ............................................................................................ 36
User Went Through the Installation Process, but CMA-D/RPD Was Not Installed ..................................................................... 36
CMA-D OR RPD User cannot connect from a site (Not VPN) ................................................................................................... 36
FIRST TIME USERS SELF-SERVICE PLUG-IN INSTALLATION (Option 1) ................................................................................... 38
First Time Users Self-Service Plug-In Installation (Option 2) ..................................................................................................... 38
Self-Service Plug-In Installation after a Re-Installation, Re-Image or New Desktop Build To Their Existing Computer/Laptop 39
WHAT IS THE PROCESS FOR MEETING WITH AN OUTSIDE COMPANY (NON- SITE)? ............................................................. 40
HOW DOES A USER GET HELP WITH LYNC VIDEO? ............................................................................................................... 41
HOW CAN A USER MEET WITH BLUE JEANS? ....................................................................................................................... 42
How can a user meet with Blue Jeans?........................................................................................................................................ 42
HOW CAN A USER REQUEST AN AUDIO ONLY (TELECONFERENCE) NUMBER? ....................................................................... 43
DESKTOP VIDEO BEST PRACTICES ........................................................................................................................................ 44
SELF-SERVICE (PCO): GENERAL QUESTIONS, TIPS, AND BEST PRACTICES ............................................................................. 44
SELF-SERVICE GENERAL QUESTIONS .................................................................................................................................. 44
How can a user request the Self-Service plug-in: Conferencing for Outlook (PCO)? ............................................................... 44
How can users request additional information and training about Self-Service (PCO)? ........................................................... 45
A meeting has been canceled, but the meeting is still showing on the room calendar .............................................................. 45
A meeting needs to be canceled, but the requestor is no longer with .................................................................................. 45
INSTRUCTIONS FOR SCHEDULING A SELF-SERVICE (PCO) CONFERENCE ................................................................................... 45
WHAT IS THE TOKEN IN A SELF-SERVICE (PCO) CONFERENCE? ............................................................................................ 46
SELF-SERVICE (PCO) SCHEDULING BEST PRACTICES ............................................................................................................ 47
VIDEO ON-DEMAND (VOD): GENERAL QUESTIONS AND TIPS ............................................................................................... 47
HOW CAN A USER DETERMINE HIS VIDEO ON-DEMAND ROOM NUMBER? .......................................................................... 48
INSTRUCTIONS FOR SCHEDULING A VIDEO ON-DEMAND CONFERENCE ................................................................................ 49
Step 2: Schedule a Video On-Demand meeting ........................................................................................................................... 49
HOW TO CONNECT TO A VIDEO ON-DEMAND MEETING USING DESKTOP VIDEO (CMA-D OR RPD) ....................................... 51
How can user change the camera view in a multi-purpose room? ............................................................................................. 51
GENERAL ROOM INFORMATION ......................................................................................................................................... 52
How can a user locate videoconference room calendars? .......................................................................................................... 52
MOBILE CART SUPPORT ...................................................................................................................................................... 53
The list of additional calendar’s to be reserved and instructions for use can be found below............................................... 53
Instructions for use can be found below: ................................................................................................................................ 53
MULTIPURPOSE ROOM SUPPORT ....................................................................................................................................... 54
SYSTEMS AT
Version 4.5 Wednesday, July 08, 2015 Page 5
HDX9000
POWER BUTTON
HDX7000
Version 4.5 Wednesday, July 08, 2015 Page 6
SYSTEMS AT
HDX4000 (Personal Telepresence PT)
There is a little lid or lever that can be moved right and left and, it has to be moved manually,
If it is closed there is no video.
POWER BUTTON
REALPRESENCE GROUP SERIES
RPG500
RPG700
Version 4.5 Wednesday, July 08, 2015 Page 7
SYSTEMS AT
RPG300
POWER BUTTON
VSX8000
CMA-Desktop ( Converged Management Application CMA Desktop) (CMA-D) and RealPresence
Desktop (RPD) are the desktop videoconferencing applications in use today
( users refer to the CMA and RPD application just as the Desktop video Application)
Touch Controllers (PTC)
Version 4.5 Wednesday, July 08, 2015 Page 8
CONCIERGE BASIC CALL FLOW
IM Lync Support after HRS from 6 pm to 8 AM EST.
Phone Calls and E-mail 24/7
THERE IS NO OPENING SCRIPT
NEVER ASK FOR:
From Which company are you calling?
What is your IP address?
What is your conference ID
What is your Caller ID
Version 4.5 Wednesday, July 08, 2015 Page 9
ESCALATING INCIDENT (IM, CALL, OR EMAIL) - CONCIERGE RESPONSE TO USER
Concierge able to assist user to no avail (CMC or RTS Managed Endpoints and Desktop users):
By phone: “I will need to transfer your case to the next level Tech. Can you please hold while
I get in contact with them?” ?”(Note: Always perform a warm transfer call and request a ticket
number)
By email or IM: “I will need to transfer your case to the next level Tech. I will provide them
your contact information and the issue reported and they will contact you directly.”(Note:
Always confirm the contact information the user provided. Also request a ticket number from
Support Team)
RTS Managed Endpoints – Concierge not able to assist user or Endpoint:
By phone: “I will need to transfer your case to the next level Tech. Can you please hold while
I get in contact with them?”(Note: Always perform a warm transfer call and request a ticket
number)
By email or IM: “Based on the reported issue I will need to transfer your case to the next level
Tech. I will provide them your contact information and the issue reported. They will contact
you directly.”(Note: Always confirm the contact information the user provided. Also request a
ticket number from Support Team)
o If issue is reported for an Endpoint, have Location and Serial number available.
Version 4.5 Wednesday, July 08, 2015 Page 10
MS LYNC IM SUPPORT:
All of the concierge staff will act as a one user, once the end user ask a question all of the Concierges
logged into Lync will received the same question, one of the agents has to take ownership of the
interaction and continue supporting the user till the issue resolution or escalation.
DIFFERENT MEETING TYPES
Self-Service Meetings (PCO)
On this kind of meeting the end user will have to manipulate a Remote Control or PTC to locate the
calendar, the date and the meeting in order to click on the Join Button.
On the other hand if the user is using the Converged Management Application – Desktop (CMA-D) or
Real Presence Desktop (RPD) client, they need to follow instructions on the invite notice and click on the
Join the meeting using Desktop Video Link.
Version 4.5 Wednesday, July 08, 2015 Page 11
DIFFERENT MEETING TYPES
Managed Meetings
On this kind of meetings basically somebody else (the Bridge RTS) will connect the meeting remotely,
therefore the user will have to be sure the monitors are ON, and then the meeting will connect by itself.
For Desktop Video the user will need to have the RPD or CMA-D application open and sign. The Bridge will
dial out to the user 15 minutes prior the meeting, and the end user must accept the call.
Once all attendees are connected to the meeting, video and audio must be confirmed/verified. (Unmute:
Instruct the user to use either the remote or the PTC to unmute the endpoint)
Version 4.5 Wednesday, July 08, 2015 Page 12
DIFFERENT MEETING TYPES
Video On Demand (VOD) Meetings.
On this type of meeting the user has to be sure that the monitors are on and the equipment is not on
standby sleep mode, the end user will use a Remote control or PTC to manually type in the VMR number
and place a call (call Button).
The desktop Video User needs to start the RPD or CMA-D application, log in and manually dial the VMR
number.
VMR NUMBER: Each employee has a VMR/Conf ID number; it can be found under the MS Outlook
application User Profile Details:
It always will be the number 40 plus the user phone number: 40XXXXXXXXXX. (Including country code)
The users refer to this number as they Video On demand Room Number.
Version 4.5 Wednesday, July 08, 2015 Page 13
MEETING TYPES MAIN DIFFERENCES
Self-Service (PCO) Managed Meetings Video On Demand (VOD)
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD)
CMA-D 0r RPD Installation
3. Search for the last name on the drop down list, you can type in the last name on the search box.
4. If the user is listed under the “request Status: complete” List,
Version 4.5 Wednesday, July 08, 2015 Page 35
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD)
CMA-D or RPD Installation
5. please provide the following links using the following templates:
Desktop Video (CMA-D instructions):
Hello –
To re-install the Desktop Video CMA-Desktop application, click this link for CMA-D file://
c.com/Prod$/install/N0400587/Shell587.exe or copy and paste it into an Internet Explorer window.
Please let us know if you need any assistance by using Instant Messenger address +Video Help or via
phone at The Desk, Option 4.
Desktop Video (RPD instructions)
Hello –
To re-install the Desktop Video Real Presence Desktop application, click this link for RPD \\
c.com\prod$\install\PR100011\Shell011.EXE or copy and paste it into an Internet Explorer window.
Please let us know if you need any assistance by using Instant Messenger address +Video Help or via
phone at The Desk, Option 4.
CMA-D or RPD CBT not been taken: If the user has not taken and passed the quiz 100%, please instruct him to
do the following:
Instruct the user to access home. c.com ( ’s home page) using Internet Explorer.
In the search field at the top of the page type Videoconferencing and click search.
Click the first entry found.
Click on the Desktop Video Icon
Click on “Request Desktop Video”
Version 4.5 Wednesday, July 08, 2015 Page 36
TROUBLESHOOTING DESKTOP VIDEO ISSUES (CMA-D OR RPD)
User Went Through the Installation Process, but CMA-D/RPD Was Not Installed
There is a known issue in which some users complete the CMA-D installation, but the installation itself is
not successful. This is a common issue, but the root cause is unknown.
Instruct the user to contact the Help Desk
The Help Desk technician will need to make some registry changes. The customer should reference
incident INC1797951
CMA-D OR RPD User cannot connect from a site (Not VPN)
(Login to RealPresence Resource Manager.)
The concierge will escalate to the Technical department RTS 1-111-111-1111
Version 4.5 Wednesday, July 08, 2015 Page 37
PCO PLUG-IN INSTALLATION
As you may know, in order to be able to create a Self-Service meeting the user needs to have a C Computer running Microsoft
Office with the Self-Service (PCO) plug-in installed.
We will face to case scenarios about this situation:
The first scenario will be for new users which never before used or had installed the plug in at all. The second will be a user claiming that his computer was re-imaged from scratch due to a technical hardware or software
issue, or even that got a new desktop build to their existing computer/laptop.
FIRST TIME USERS SELF-SERVICE PLUG-IN INSTALLATION (Option 1)
Guide Customer on the following steps:
1. Go to the Customer Facing Site: http://sites. c.com/teams/A687/SitePages/Home.aspx
2. Click on the “ Self Service Video” icon.
3. Click on the “request Conferencing for Outlook” Link.