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POLYCOM KC CONCIERGE RUNBOOK v4.5

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  • 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. Ortuo Bravo

  • Version 4.5 Wednesday, July 08, 2015 Page 2

    Contents SYSTEMS AT ..................................................................................................................................................................4

    HDX9000 ............................................................................................................................................................................ 5

    HDX7000 ............................................................................................................................................................................ 5

    SYSTEMS AT ..................................................................................................................................................................6

    HDX4000 ............................................................................................................................................................................ 6

    REALPRESENCE GROUP SERIES ..............................................................................................................................................6

    RPG500 ............................................................................................................................................................................... 6

    RPG700 ............................................................................................................................................................................... 6

    SYSTEMS AT ..................................................................................................................................................................7

    RPG300 ............................................................................................................................................................................... 7

    VSX8000 ............................................................................................................................................................................. 7

    CONCIERGE BASIC CALL FLOW ..........................................................................................................................................8

    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

    Self-Service Meetings (PCO) ....................................................................................................................................................... 10

    DIFFERENT MEETING TYPES .............................................................................................................................................. 11

    Managed Meetings .................................................................................................................................................................... 11

    DIFFERENT MEETING TYPES .............................................................................................................................................. 12

    Video On Demand (VOD) Meetings. ............................................................................................................................................ 12

    VMR NUMBER: ................................................................................................................................................................ 12

    MEETING TYPES MAIN DIFFERENCES ................................................................................................................................ 13

    DIFFERENT MEETING TYPES .............................................................................................................................................. 13

    Joining Meetings Audio (Phone Line) .......................................................................................................................................... 13

    THERE ARE NO INTERNATIONAL NUMBERS. ............................................................................................................................... 13

    TROUBLESHOOTING MEETINGS .......................................................................................................................................... 14

    Identifying the type Of Meeting .................................................................................................................................................. 14

    ADVANCE CALL FLOW ..................................................................................................................................................... 15

    CMC MANAGED ASSET ................................................................................................................................................................. 15

    ADVANCE CALL FLOW ..................................................................................................................................................... 16

    CMC NOT MANAGED ASSET ........................................................................................................................................................ 16

    ADVANCE CALL FLOW ..................................................................................................................................................... 17

    HOW TO GATHER THE EQUIPMENT SERIAL NUMBER ............................................................................................................... 17

    HOW TO REGISTER AN RTS/ELITE TEAM TICKET ON CHANGE GEAR ........................................................................................... 18

  • Version 4.5 Wednesday, July 08, 2015 Page 3

    ADVANCE CALL FLOW ..................................................................................................................................................... 19

    HOW TO REGISTER AN RTS/ELITE TEAM TICKET ON CHANGE GEAR ........................................................................................... 19

    RTS TICKET RESOLUTION .............................................................................................................................................................. 20

    TROUBLESHOOTING SELF-SERVICE/PCO MEETINGS ............................................................................................................. 21

    Issue 1: Corrupted token. ............................................................................................................................................................ 21

    TROUBLESHOOTING SELF-SERVICE/PCO MEETINGS ............................................................................................................. 22

    Corrupted Token Solution: ........................................................................................................................................................... 22

    How to locate the Requester: ...................................................................................................................................................... 22

    TROUBLESHOOTING SELF-SERVICE/PCO MEETINGS ............................................................................................................. 23

    Corrupted Token Solution ............................................................................................................................................................ 23

    TROUBLESHOOTING SELF-SERVICE/PCO MEETINGS ............................................................................................................. 24

    PTC Reset / Calendar Doesnt Display Meetings.......................................................................................................................... 24

    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 cant hear other sites ............................................................................................................................................ 25

    Issue 4: other sites cant hear the user ........................................................................................................................................ 25

    TROUBLESHOOTING MANAGED MEETINGS .....................................