symphony - customer admin user guide · 2020. 12. 9. · symphony provides automated meeting...

User Guide Version 5.0

Symphony Administration User Guide 5.0 © 2020 AVI-SPL, Inc. All Rights Reserved Page: ii

Notices

Copyright © 2020 AVI-SPL, Inc. All Rights Reserved.

Following are policies pertaining to proprietary rights and trademarks.

Proprietary Rights

The information contained in this document are the sole property of AVI-SPL, Inc. and/or one or more of its affiliated entities (collectively “AVI-SPL”), and/or AVI-SPL’s third-party licensors.

No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language, in any form or by any means, electronic, mechanical, photocopying,

recording, or otherwise, without prior written permission from AVI-SPL.

All copyright, patents, design rights, and all other intellectual property rights of whatsoever nature contained herein are and shall remain the sole and exclusive property of AVI-SPL or its third-party licensors.

Trademarks

The AVI-SPL name and the AVI-SPL logo are trademarks or registered trademarks of AVI-SPL, Inc.

All third-party product and service names are trademarks or registered trademarks of their respective owners.

Disclaimer

The information furnished herein is believed to be accurate and reliable. However, no responsibility is assumed by

AVI-SPL for its use or for any infringements of patents or other rights of third parties resulting from its use.

Symphony Administration User Guide 5.0 © 2020 AVI-SPL, Inc. All Rights Reserved Page: iii

Table of Contents Introduction ................................................................................................ 1

Intended Audience ............................................................................................................. 1 References ......................................................................................................................... 1

Overview ................................................................................................... 2

Managed Services Powered by Symphony (MSPBSY) .................................................. 2

Symphony as a Service (SYAAS)..................................................................................... 2 Symphony on Premises (SYOP)....................................................................................... 2

Getting Started .......................................................................................... 3

System Requirements ....................................................................................................... 3 Accessing symphony ......................................................................................................... 3

Customize The User Interface.................................................................... 4

Administrator and User Views........................................................................................... 4

Switching Views ................................................................................................................. 4 Setting Account Preferences............................................................................................. 4

Navigation ................................................................................................. 6

Searching ........................................................................................................................... 7

Dashboard ................................................................................................. 9

Using Meetings Maestro.................................................................................................... 9 Viewing Rooms and Devices .......................................................................................... 10

Viewing Tickets ................................................................................................................ 10

Managing Meetings ................................................................................. 12

Viewing Meetings In List View......................................................................................... 12 Viewing Meeting Details .................................................................................................. 13 Meeting Actions ............................................................................................................... 14

Viewing the Meeting Status............................................................................................. 17 Managing Meeting Rooms and Participants .................................................................. 18 Deleting Meetings ............................................................................................................ 20 Viewing Meetings in Map View ....................................................................................... 20

Viewing Meetings in Calendar View ............................................................................... 21 Moderating Meetings ....................................................................................................... 21 Monitoring Device QOE Indicator ................................................................................... 25 Monitoring Live Meetings ................................................................................................ 26

Managing And Monitoring Devices........................................................... 28

Device Monitoring Highlights........................................................................................... 28

Symphony Administration User Guide 5.0 © 2020 AVI-SPL, Inc. All Rights Reserved Page: iv

Viewing Devices in List View........................................................................................... 29 Device Details View ......................................................................................................... 36 Live Device Monitoring .................................................................................................... 40

Browse Account Feature & Tickets................................................................................. 41

Working with Tickets ................................................................................ 44

Ticket Grace Period (Monitoring Restriction) ................................................................. 44 Ticket Priority Codes........................................................................................................ 44 Ticket Notifications........................................................................................................... 45

Ticket Status .................................................................................................................... 45 Managing Tickets & Troubleshooting ............................................................................. 46 Manually Creating Tickets ............................................................................................... 54

Administration .......................................................................................... 56

Managing Users and Provisioning .................................................................................. 56 Managing Locations......................................................................................................... 61

Managing Rooms............................................................................................................. 62 Managing Devices ........................................................................................................... 63 Managing Account Configuration Settings ..................................................................... 64

Analytics .................................................................................................. 66

Savings Analytics Dashboard ......................................................................................... 66

Meetings Analytics Dashboard ....................................................................................... 67 Rooms Analytics Dashboard ........................................................................................... 71 Tickets Analytics Dashboard ........................................................................................... 72 Issues Analytics Dashboard ............................................................................................ 74

Filtering Analytics Data .................................................................................................... 75 Filtering Analytics Data by Date ...................................................................................... 76 Viewing Analytical Dashboards in Fullscreen Mode ...................................................... 77 Exporting Analytical Graphs and Cards.......................................................................... 77

Exporting Analytical Dashboards .................................................................................... 77

Reports .................................................................................................... 78

Predefined Reports .......................................................................................................... 78 Custom Reports ............................................................................................................... 80

Scheduling Meetings................................................................................ 85

Appointment Tab.............................................................................................................. 85 Conferencing Tab ............................................................................................................ 86

Advanced Tab .................................................................................................................. 87 Producer Tab ................................................................................................................... 88

Producing Meetings ................................................................................. 90

Types of Meetings ........................................................................................................... 90 Calling Method Property .................................................................................................. 91

Symphony Administration User Guide 5.0 © 2020 AVI-SPL, Inc. All Rights Reserved Page: v

Producer Meeting Considerations .................................................................................. 92 Assigning a Producer to a Meeting ................................................................................. 93 Producing a Meeting Checklist ....................................................................................... 94

Symphony Call Management Features .................................................... 96

Automatic Call Launching................................................................................................ 96 V.I.P. Management .......................................................................................................... 96

Glossary .................................................................................................. 98

Symphony Administration User Guide 5.0 © 2020 AVI-SPL, Inc. All Rights Reserved Page: 1

Chapter 1

Introduction

This guide describes how Symphony users can:

• Manage and moderate meetings • Monitor devices • Set alerts, adjust thresholds, and work tickets • Provision users and devices • Assign Virtual Meeting Rooms (VMRs) • Create reports using the Symphony platform

Intended Audience

This guide is intended for all Symphony customers who Administer or use Symphony in their organization.

References

For additional resources related to the Symphony platform, refer to the AVI-SPL Symphony user

documentation web page.

https://avispl.com/symphony/user-documents.htmlhttps://avispl.com/symphony/user-documents.html


Chapter 2

Overview

Symphony provides automated meeting scheduling, launching, monitoring, and analytics from a

single platform providing global control of all Audio Video (AV) and Unified Communications (UC) devices in multiple locations across the organization.

Symphony offers these services:

• Managed Services powered by Symphony (MSPBSY) • Symphony as a Service (SYaaS) • Symphony On Premises (SYOP)

Managed Services Powered by Symphony (MSPBSY)

AVI-SPL provides comprehensive remote, proactive monitoring and management of your video conferencing environment, including infrastructure and endpoints. AVI-SPL’s Managed Services Powered by Symphony provides all Symphony provisioning, configuration, and support to your company.

Symphony as a Service (SYAAS)

Symphony as a Service (SYaaS) provides access to the Symphony cloud while benefiting from the

capabilities of the Symphony platform. The Symphony platform provides the ability to monitor and

support AV, UC, and collaboration systems. User profiles can be created to provide all or just some of the following functionality:

• Manage, moderate, produce and administer meetings. • Manage, configure, and provision Locations, Rooms, Devices and Users at the account level. • Manage, monitor, and generate tickets. Administrators can configure custom monitoring

thresholds and other items that automatically generate tickets.

Symphony on Premises (SYOP) Symphony is deployed at the customer site or on Amazon Web Services (AWS). SYOP requires that

no component communication be conducted outside of the customer’s premises.


Chapter 3

Getting Started

All features and functions are based on the individual’s Symphony account services and permissions.

System Requirements

The Symphony portal can be accessed from any device with any operating system that supports one of these web browsers:

• Internet Explorer • Firefox • Google Chrome • Safari • Microsoft Edge

Accessing symphony

The same portal is used for Symphony Users and Administrators.

1. Navigate to the Symphony portal URL in any supported web browser.

2. In the Username field, enter your email address.

3. In the Password field, enter your Symphony password.


Chapter 4

Customize The User Interface

Administrator and User Views

Symphony supports the following User Interface (UI) views.

By default, the view displayed is based on the assigned permissions.

View Description

User Allows users to join meetings, view the meeting calendar, access meeting recordings

and meeting endpoints including Virtual Meeting Rooms (VMR).

Administrator Allows users to view additional features using the Symphony UI. The

Administrator view in Symphony shows all details for your specific company

account. This view shows meetings, devices, tickets, and reports.

Switching Views

To change from the Admin to User view,

▪ In the top-right corner of the portal, click the icon and select User View.

To change from the User to Admin view,

▪ In the top-right corner of the portal, click the icon and select Admin View.

Setting Account Preferences

User preferences can be personalized for each user.

1. In the top-right corner of the portal, click the icon and select Preferences.

The Preferences screen is displayed.

2. Click a tab and update fields on each tab:

Tab Description

Profile This tab includes settings for the user’s contact information, Billing code, Supervisor’s contact information, and preferred language.

Conferencing This tab includes the user’s Moderation code and, if applicable, the user’s personal audio-conferencing codes and PIN.

My VMR This tab displays the user’s Conference Code, which cannot be modified. The user can change their Alias, Passcode, and default view.


Tab Description

Customize This tab includes available color schemes to select as the default view

displayed for the Symphony portal.

3. Click Save.


Chapter 5

Navigation

The left navigation pane displays the available modules within Symphony to view and configure the

features available:

Option Description

Dashboard The Dashboard displays the Meeting Maestro view and, depending on permissions, Rooms, Devices, and Tickets.

You can view, moderate, monitor, and perform various meeting functions for

upcoming and Live meetings via the Meeting Maestro. The data displayed can be

changed using filters.

Meetings Meeting details are managed on this page. This page includes meeting information

such as start and end times, current meeting status, and location.

On this page, meeting can be managed and displayed in a List, Map, or Calendar view. The meetings displayed can be limited by applying filters.

Devices Device details and statistics are managed on this page, based on whether the room is

managed or not. Devices can be displayed in a List or Map view. The Browse option displays devices by Country, Location, and Rooms while

including all associated tickets.

The display can be filtered to show only specific devices, such as those that are offline or those with an error.

Alarms All tickets and alerts are displayed on this page.

Tickets indicate an issue and can be generated automatically or can be manually entered for problematic meetings and devices.

The display can be filtered to show only specific tickets, such as those that are open

or critical.

Administration The following are displayed and managed on this page:

• Users contains user details and enables you to change passwords, set Registration options, and send Welcome emails.

• Locations contains location details and related country, rooms, and devices. • Rooms contains room details and related locations and devices. • Devices contains device details and related locations and rooms. • Configuration contains account configuration specifics.

Analytics Symphony offers a Business Intelligence (BI) module to obtain various analytics and

provides reporting tools to understand how the business utilizes Symphony.

Reports All table reports for an account can be generated using this feature.

The Build Your Own option allows users to create custom reports and view tabular

data. Reports can be saved for future use. For more information, see the Build Your Own Reports section.

Schedule Meeting Meetings, including conferencing and advanced scheduling options are scheduled on

this page


Option Description

If a user has can produce meetings permissions, scheduling request information can be entered on the Producer tab. For more information, see Producing Meetings.

Searching

The Symphony search feature provides users with multiple methods of searching for items in

Symphony.

1. In the top right corner of any page, click the icon.

The Search pane is displayed.

2. Click a tab to specify a category to search for. The tabs displayed are based on the assigned user permissions. Options include:

Tab Search Category

Device Search

User Search

Meeting Search

Ticket Search

3. On the selected tab, enter the search criteria.

4. To search by specific fields and/or date ranges, click more options and complete additional fields, as needed.

5. Click Search.

The Results page displays data that matches the search criteria.

TIP • To sort columns, click the arrows in the column header.

• To drill down on an item, click the icon, if applicable.

• To hide the Search tabs, click the icon.

6. Repeat to perform additional searches, if needed.

Additional search results are displayed on individual tabs on the Results page.

TIP By default, the tab displayed corresponds to the select made on the left navigation pane. For instance, if Devices > List View is selected in the navigation pane, then

the Device Search tab is displayed.


Searching for Rooms Schedules in a Calendar View

Search all scheduled meetings for a specific room and display the schedule in a Calendar View. This

feature is helpful for understanding room reservations and scheduling room maintenance.

1. In the upper-right of any page, click the icon.

The Meeting Search pane is displayed.

2. Click more options and select Room.

3. Enter the room name.

4. Click Search.

5. On the toolbar, click the icon.

A calendar for the specified room is displayed.


Chapter 6

Dashboard

The Dashboard provides a high-level visual representation of all devices, rooms, meetings, and

tickets. It displays three sections:

• Meetings Maestro • Rooms & Devices • Tickets Although a high-level view is presented on the Dashboard, items can be selected to display

additional details and take further action.

Using Meetings Maestro

To view the Meetings Maestro page the Meeting component must be set to View Only or Full Access for the user.

The Meetings Maestro displays a list of meetings that are in progress, also referred to as live meetings, and those scheduled to start today. All meetings on this page can be managed directly

from here or in the Meetings section.

To view meeting details:

▪ Click the Meeting ID number.

To perform any of the following actions, at the end of the meeting row, click and select the

corresponding option:

• Edit Meeting For more information, see Editing Non-Recurring Meetings and Editing Recurring Meetings.

• Cancel Meeting

For more information, see Canceling Non-Recurring Meetings and Canceling Recurring Meetings.

• Delete Meeting For more information, see Deleting Meetings.

• Monitor Meeting

For more information, see Monitoring Live Meetings.

• Meeting Details For more information, see Viewing Meeting Details.

• New Ticket For more information, see Manually Creating Tickets.


Viewing Rooms and Devices The Rooms and Devices section displays the total number of and specific details for the following

categories, in real time:

• Rooms • In a Call

This includes devices currently on a call.

• Link Down This includes devices that are down.

To view items from these categories:

▪ Select the category button so it is shown in color.

All rooms and devices in the selected category are displayed.

TIP • To refresh the list and display real-time date, click . • If the category button appears dimmed, those items are not displayed. • To display the results in a list view, click . This displays a list that includes

the device, room, account, and the total number of open tickets for that room

and device. Click a device name to view additional details about the device.

• To display a summary list of the total number of rooms and devices by

status, click .

• To display all rooms and devices in a Map view, click . Room and device status are displayed with red and green dots on the map. Click a dot to view additional details and create a new ticket.

Viewing Tickets

This section displays the total number of and specific details for the following types of open tickets, in real time:

• Critical • Major • Minor

To view active tickets by type:

▪ Select the button for the type of ticket so it is shown in color.

All tickets with the selected status are displayed.

To filter the display:

1. On the toolbar, click .

The Filters screen is displayed.


2. In the Show the last N tickets field, enter a specific number of most recent tickets to display.

3. To limit the display to only open tickets, select the Open (excluding tickets with all issues

cleared) check box.

4. Click OK.

The Tickets section is updated according to the specified filter criteria.

TIP • To refresh the list and display real-time date, click . • If the category button appears dimmed, those items are not displayed. • To display the results in a list view, click . This displays a list that includes

the priority, ID, issue, and the total number of events included in that ticket.

Click an ID to view additional details about the ticket.

• To display a chart that displays the number of each type of ticket, by day, click .

• To display the number and severity of tickets displayed for each account the user is associated with, click .


Chapter 7

Managing Meetings

Based on permissions and services, users can view, edit, cancel, delete, moderate, monitor meetings

or create tickets for meetings using the Meetings List view.

Viewing Meetings In List View

The Meeting List page displays meetings that are scheduled today. This list can be filtered to display

meetings that only meet certain criteria based on time frame, those assigned to specific people, or

those without Producers.

To view upcoming or past meetings:

▪ In the navigation pane, click Meetings > List View.


1. On the toolbar, click .

The Filters screen is displayed.

2. In the List Meetings drop-down menu, select a specified or Custom time frame to limit the

display to.

TIP Meetings up to 31 days from the current date can be displayed.

3. In the Show field, select the type of meetings to display. Options include:

• All Meetings • Meetings Assigned to Me • Meeting without Producers • Meetings assigned to username

4. In the following fields, select the criteria to include in the Meeting List:

• Include status • Include purpose • Include type TIP Options that are shaded dark blue are selected; options shaded white are not

selected. At least one selected option in each field is required.

5. Click OK.

The Meeting List is updated according to the selected filter criteria.


Viewing Meeting Details The details displayed are based on a user’s permissions and services. 1. In the Meeting List, click a meeting ID number.

The meeting details are displayed in two panes. Most of the details displayed on the left are static details for informational purposes only. The interactive meeting components are displayed on

the right in the Rooms and Participants section.

2. On the left side of the page, click a tab to display details associated with the meeting:

Icon Tab Description

Information Includes static information about the meeting such as the meeting name,

date and time, purpose, recording details, and the requested producer.

E-Logs Includes connection information, such as protocol, direction, and

bandwidth, for the rooms that are part of the meeting.

Billing Includes billing information for the meeting that will then be available in

the Billing reports.

Tickets Displays ticket details for any tickets associated with the selected meeting. For more information, see Working with Tickets.

Revisions Displays a running list of all changes made to the meeting and who made

those changes.

This is not visible for AdHoc meetings.

Comments Includes notes about the meeting and notes entered by the Producer, if

applicable. These sections can be edited.

Dial-In Information

Includes the details for participants to connect to the meeting and can be copied to the user’s clipboard and pasted in a notification to a new attendee to quickly send them an invite.

This is not visible for AdHoc meetings.

Adding E-Logs

1. On the E-Logs tab, click .

The Add E-Log window is displayed.

2. Complete the following fields:

• From • To • Protocol • Direction • Address • Bandwidth • Room • Device

3. Click Update.


Deleting E-Logs

1. On the E-Logs tab, select the check boxes next to the e-logs that should be deleted.

TIP To delete all e-logs, select the top checkbox in the column.

2. Click .

A Warning is displayed confirming the selected e-log should be deleted.

3. Click OK.

Adding Billing Entries

1. On the Billing tab, click .

The Add Billing Entry window is displayed.

2. Complete the following fields:

• Billing Code • Quantity This is the number of minutes the meeting was connected.

3. Click OK.

Deleting Billing Entries

1. On the Billing tab, select the check boxes next to the billing entries that should be deleted.

TIP To delete all billing entries, select the top checkbox in the column.

2. Click .

A Warning is displayed confirming the selected billing reports should be deleted.

3. Click OK.

Editing Meeting Comments

1. In the Meeting List, click a meeting ID number.

The meeting details are displayed.

2. Click .

The Comments tab is displayed.

3. In the Meeting’s notes or Producer’s notes section, click Edit. 4. Enter the notes.

5. Click Save.

Meeting Actions

Depending on the status of the meeting and the user’s permissions, the following actions can be performed for the meeting on the meeting details page:


Actions Description

Edit This option is available when the meeting is scheduled to occur in the future.

The meeting can be modified or canceled.

NOTE AdHoc Conference meetings cannot be modified.

Reschedule This option is available for completed or canceled meetings only.

New Ticket Click New Ticket to add a ticket to the meeting. For more information, see

Manually Creating Tickets.

Monitor This option is available when the meeting is in progress. See Monitoring Live

Meetings.

Wrap Up This option is available for meetings that are in progress to provide meeting

feedback, review all tickets opened during the meeting, log attendance, and review billing details.

Editing Non-Recurring Meetings

If a meeting is scheduled for the future, it can be modified.

1. On the meeting details page, click Edit.

The Edit a Symphony Meeting window is displayed.

2. Change the meeting settings on each tab.

3. Click Update.

A Meeting Confirmation message is displayed if the meeting was updated successfully.

Symphony emails the participants with the updates.

Editing Recurring Meetings

If a recurring meeting is scheduled for the future, the entire series can be modified, or just the

selected occurrence.


A confirmation is displayed notifying you that the meeting is a recurring meeting.

2. Do one of the following:

• To edit just the selected occurrence, click Only This Instance. • To edit all meetings in the series, click Entire Series. The Edit a Symphony Meeting window is displayed.

3. Change the meeting settings on each tab.

If… Then… Editing only this occurrence, All meeting details can be modified.

Editing the entire series, The start and end dates and times cannot be modified; all other details can be modified.

4. Click Update.


A Meeting Confirmation message is displayed. Symphony emails the participants with the

updates.

Canceling Non-Recurring Meetings



2. Click Cancel Meeting.

3. Click Update.

A Meeting Confirmation message is displayed if the meeting was updated successfully. Symphony emails the participants with the updates.

Canceling Recurring Meetings


A confirmation is displayed notifying you that the meeting is a recurring meeting.


• To edit just the selected occurrence, click Only This Instance. • To edit all meetings in the series, click Entire Series.


3. Click Cancel Meeting.

A Warning is displayed, confirming cancelation of only the selected occurrence or the entire

series.

4. Select or clear the Notify the meeting attendees check box.

5. Do one of the following, based on previously selected options and what is displayed on the

screen:

• To cancel all future occurrences, click Cancel all. • To cancel this occurrence only, click Cancel instance only.

6. Click Update.

Rescheduling Meetings

Meetings can only be rescheduled if they were previously canceled or the meeting has ended.

1. On the meeting details page, click Reschedule.

The Schedule a Symphony Meeting window is displayed.

2. On the Appointment tab, select a new date and time.

3. Update additional meeting details, as necessary.

4. Click Send.


Wrapping Up Meetings

When a meeting is complete, users can log details about the meeting to ensure all tickets are routed

to the correct person, log attendance, and review billing details.

1. On the meeting details page, click Wrap Up.

The Wrap Up Meeting window is displayed.

2. Review and edit all information, as necessary, on each of the following pages and click Next:

• Meeting Options • Producer Feedback • Review Tickets • Attendance • Billing

3. On the Finish page, click Ready for Reporting.

The meeting details are displayed and the Wrap Up button is replaced with the Undo Wrap Up

button.

TIP Click Undo Wrap Up to remove the wrap up details from the meeting and perform

these steps again to add new Wrap Up details to the meeting.

Viewing the Meeting Status

The colored status bar shows the status of the meeting. Meeting statuses include:

Status Description

The meeting is scheduled but has not started.

The meeting is live and cannot be canceled while it is in

progress.

The meeting failed to launch at the scheduled time.

The meeting was cancelled. The status of a canceled meeting

cannot be changed.

The meeting has ended and cannot be cancelled.

To change the meeting status:

1. On the meeting details page, click the colored status bar.

The Change status for meeting #meetingnumber is displayed.

2. Select a new status from the list.

3. Click OK.


Managing Meeting Rooms and Participants The Rooms & Participants section shows:

• Scheduled rooms and devices. • Rooms and devices currently connected to the meeting. • The recording device if the meeting is being recorded.

The Rooms and Participants can be displayed in a grid or list view. To change the view:

▪ Click to display in a list view or click to display in a grid view.


▪ Click Filters and select the filter criteria to apply to the list. Options include:

• Show All • Invited and not Connected • Only Connected • Only Rooms • Only Participants • Starred

View Rooms and Device Details

Each room and device includes indicators, when applicable, to provide additional details or available

actions at the device or room level.

To access these options:

▪ Next to the room or device, click .

The following icons are displayed under the room or device.

Button Description

Adds to the Starred list. By starring them, they are deemed as higher priority

rooms that require extra attention or those most frequently used.

The Rooms and Participants section of the meeting details page can be

filtered to display only rooms that are starred, connected, or not connected,

or only Rooms or Participants. This is most helpful when the display list

includes many Rooms.

Indicates the Room Camera URL field contains a value.

Indicates there are notes attached to the device or room.

Releases the room from the meeting. For more information, see Disconnecting Rooms from a Meeting


Button Description

1. In the navigation pane, click Meetings > List View.


The meeting details are displayed. All rooms and devices are listed on the right side in the Rooms and Participants section.

3. Next to a room or device, click .

4. Click .

A Warning is displayed confirming the disconnection.

5. Click OK.

TIP The room can also be released from the meeting schedule at thdisconnected.

To release the room, select the Release the room (Conferenc

meeting check box and click OK.

The Room is no longer connected to the meeting and there are no

options available to manage that room.

Releasing Disconnected Rooms from a Meeting.

Invite Participants

Disconnecting Rooms from a Meeting



The meeting details are displayed. All rooms and devices are listed on the right side in the

Rooms and Participants section.


9. Click .

A Warning is displayed confirming the disconnection.

10. Click OK.

TIP The room can also be released from the meeting schedule at the same time it is disconnected.

To release the room, select the Release the room (Conference Room) from the

meeting check box and click OK.

The Room is no longer connected to the meeting and there are no options available to manage

that room.


Releasing Disconnected Rooms from a Meeting

Producers can release and free up any room from the scheduled meeting. An example of why a

Producer would use this feature includes:

• An all-day meeting is scheduled for Room A, B and C. • Mid-day, Room C is no longer required. • The producer can release Room C from the schedule to use the room for another meeting. Before a room can be released it must be disconnected. A room can be released while it is being

disconnected or later. For more information, see Disconnecting Rooms from a Meeting.



The meeting details are displayed. All rooms and devices are listed on the right side in the

Rooms and Participants section.


4. Click .

A Warning is displayed confirming the request to release the room from the meeting.

5. Click OK.

The room is removed from the meeting.

Deleting Meetings

Deleting a meeting removes all traces of the meeting from Symphony; meeting information can no

longer be viewed. If the meeting is recurring, all past and future occurrences of the meeting are

deleted.


2. At the end of meeting row for the meeting that should be deleted, click and select Delete Meeting.

A Warning is displayed confirming that all traces of the meeting will be deleted, including billing details.

3. To confirm the deletion, click OK.

Symphony removes all details related to the meeting.

Viewing Meetings in Map View

The Meetings > Map View function displays meetings that are in progress or in the future.

By default, the map displays the areas pertaining to the current user.

1. Click the location and drill-down to view the meeting details.


2. You can use the toolbar option for filtering to change map meeting scope, show/hide the legend

and more.

3. Click or to zoom in or out to specific areas.

Zoom Locking the Map

The Map Views for Meetings, Devices, and Tickets can be zoomed in or out to a specific area.

When you zoom in or out on a Map View, other map views automatically adjust to reflect the zoom

change.

For example, you may zoom in on the Meetings > Map View to show North America. The Device > Map View and Alarms (Ticket) > Map View automatically are zoomed to show North

America.

Resetting of the zoom level on one map view automatically resets the zoom level of other map

views.

NOTE Zoom locking does not apply to the device browse tree view or map view in the Rooms and Devices section of the Dashboard.

Viewing Meetings in Calendar View

The Calendar View displays all scheduled meetings for the month, week, or day in a Calendar format

or all meetings for the current week in a list format.

To access the Calendar View:

▪ On the left navigation pane, from the Meetings menu, click Calendar View.

TIP • To display the previous month, week, or day, click .

• To display the upcoming month, week, or day, click .

Moderating Meetings

While a meeting is in progress, the meeting controls can be used to moderate a meeting and any

connected devices or participants. These controls are available on the meeting details page in the Rooms and Participants section.

Moderation tools vary based on RMX MCU, DMA MCU, and Non-RMX MCU.

The following Meeting controls are available for all meetings that are in progress:

Button Description

Add Participant Add participants and devices to the meeting.


Button Description

Terminate Terminate the meeting. When a meeting is terminated:

• All devices and participants connected via audio bridge are disconnected. • If the meeting is being recorded, the recording stops. • The meeting Status is changed to Completed.

Record Records the meeting.

Stop Stop recording the meeting.

Pause Pause the recording of the meeting without terminating the recording device.

Framing Applies to RMX and DMA only.

The conferencing layouts can be adjusted.

Do not use the Edit button to modify the framing.

Message All Applies to RMX only.

Sends a message to all attendees.

Extend Applies to RMX only. The meeting can be extended instantly using this option.

Participant Moderation Icons/Tools (Audio or Devices):

Button Description

Information. You can click this participant moderation icon to display a monitoring

pane below the device with various participant statistics.

Message Participant. When your account is configured using RMX MCU, you can click this icon to send a chat message to specific meeting participant(s). The More

Options feature (button) allows you to customize the message for the recipient, (e.g.,

participant). The message sent appears as a scrolling marquee to the recipient. The More Options

allow you to specify color, font size, number of times to repeat the scrolling message,

scroll speed, position of the marquee on participants screen, and establish marquee

transparency.

Note: Poly RMX has a 50-character limit.

Video Feed Control. When your account is configured using RMX MCU, you can click this icon to toggle the video feed ON or OFF for the participant display.

Note: Blocking video for participant not available for accounts configured using

DMA MCU.

Audio Feed Control When your account is configured using RMX MCU, you can

click this icon to toggle and block this participant’s audio speaker feed. Note: Blocking speaker for participant not available for accounts configured using DMA MCU

Mute Audio. You can click this icon to mute or unmute the audio feed for the

participant.

Disconnect Participant. You can click this icon to disconnect the participant. A

confirmation screen is displayed before disconnecting.


Button Description

Producers can release a room (participant), from the current scheduled meeting, and the room no longer appears as scheduled.

RMX Only: Message Marquee

For RMX MCU meetings, you can use the more options to customize a message to all participants or individual participants.

This example shows the result of the Messaging icons.

Participants Perspective of Message (Red/White Marquee, Top)


Adding Participants

1. On the meeting details > Rooms and Participants section, click Meeting controls.

The available control options are displayed.

2. Click Add Participant.

The Invite Participant window is displayed and contains the following tabs:

• Directory • Favorites • Recent • Other


• On the Directory tab, click a location name and click to select that room or device. TIP

Click the next to any room name to add it to the Favorites tabs. Favorites can be used to quickly select rooms that are most frequently used.

• On the Favorites tab, click to select a room or device previously designated as a favorite. • On the Recent tab, click to select a recently used room or device. • On the Other tab, manually enter the details for an unmanaged endpoint device.

The selected rooms and devices are added to the Selected Rooms section.

4. To review the selected rooms’ calendar, click Show Rooms Schedule. The schedule is displayed for all the selected rooms and devices.

TIP • A blue box indicates the meeting timeframe. If nothing is displayed inside the blue box, then the room or device is available.

• A timeframe that is shaded blue indicates the room or device is not available. Hover over the box to display the meeting details already

scheduled for the selected room and timeframe.

• A brown box indicates the setup time for the meeting, if applicable.

5. Click OK.

An invitation is sent to the selected rooms and devices.

Terminating Meetings


Recording Meetings

By default, meeting recordings are assigned to the meeting Owner. A Producer can optionally assign

themselves or another Producer to be the Recording Owner of a Meeting.

• Only producers can view/utilize the option to reassign a Recording Owner. • Only producers are available on the selection list for assignment as Recording Owner.

NOTE Recordings take time before displaying in the Recordings category for User View. The longer the recording, the more time it takes. It is not unreasonable to expect an

hour delay before a recording is available.

Press the record button to record the meeting. You can start, stop and restart a recording multiple

times during a meeting. A notification email is sent for each recorded session.

If the meeting is configured for recording when scheduled, Symphony automatically starts recording, and the Rooms & Participants panel shows the Stop and Pause icons.

Framing Meetings

Messaging Attendees

When the account is configured using RMX MCUs, send a chat message to ALL participants. The More

Options feature (button) allows you to customize the message for the recipient(s), (e.g., participants).

The message sent appears as a scrolling marquee to the recipient. The More Options allow you to specify

color, font size, number of times to repeat the scrolling message, scroll speed, position of the marquee on participants screen, and establish marquee transparency. You can also clear static messages instantly.

Poly RMX has a 50-character limit.

Extending Meetings

When your account is configured using RMX MCU, you can extend the duration of the meeting. Use a

specified time extension or select other to set your own custom time extension.

When Windows Exchange server is configured, an email is sent to show the new meeting duration.

Monitoring Device QOE Indicator

When a device managed and monitored by Symphony is connected to the meeting, the Rooms &

Participants pane includes a status indicator.

This indicator is like a cell phone signal strength display and reflects the live status of the device in relation to the following monitoring events: Ping Latency, Packet Loss, Audio Jitter, Video Jitter,

Video Speed, Call Rate.


Indicator Since the beginning of the call, the device experienced…

No monitoring issues

At least one issue with a low priority

At least one issue with a major priority

At least one issue with a critical priority

The Quality of Experience for the device is unknown. Note: The statistics necessary for the indicator are dependent on the device’s API related results. Some devices do not provide enough information to set the indicator,

thus resulting in “Unknown” status.

Monitoring Live Meetings

In addition to the basic monitoring available in the Rooms & Participants pane, the Monitor action

provides more detailed information for all connected devices while the meeting is in progress.

1. Click Meetings > List View.

2. Click a Meeting ID number.

The meeting details are displayed.

3. Click Monitor.

The Live Monitoring window is displayed. On the left side of the window is a list of all devices

connected to the meeting.

4. Select a device.

On the right side of the window the current call statistics for the selected device are displayed.

5. To view different statistics for the device, on the right side of the window, select a different

option from the drop-down menu.

Option Description

Ping Latency

The orange dotted line indicates a critical event monitoring threshold. In

the example, when the device video speed drops below 10 fps (frames

per second), a ticket is generated.

Video Speed

The dotted lines represent the device thresholds set for this option.

Content Speed

If content is being shared in a meeting, this displays the frame rate being sent (blue line) and received (brown line).

Media Channel Bitrate

Displays the call rate speed being sent (blue line) and received (brown line). The bottom of the graph includes the current rate being sent in

Kbps and the average call rate for the meeting.


Option Description

Content Channel Bitrate

Displays the percentage of packet loss being sent (blue line) and received

(brown line). The bottom of the graph includes the current and average

packet loss for the meeting.

• Media Packet Loss (%) • Content Packet Loss

(%)

Packet loss percentages for devices are tracked in real-time. In addition, the total number of packets lost for active devices is tracked during a

meeting.

• Audio Jitter • Video Jitter • Content Jitter

Jitter is tracked in near real-time during a meeting, and will auto-generate tickets and events based on threshold violations.

By default, Symphony shows information for the current meeting, as indicated by the button.

TIP • To view statistics for the selected device’s previous meetings for the current day, click or .

• To view statistics for the selected device’s meetings on a different day, select the date from the field.

• When viewing statistics for a previous meeting, the button changes

to . Click to return to the current live meeting.


Chapter 8

Managing And Monitoring Devices

Symphony enables you to Manage & Monitor devices. AVI-SPL’s Device Monitoring service provides 24x7 remote digital monitoring of any IP-addressable audio visual (AV), video conferencing, or device located on your premise.

Symphony devices are managed by room, (e.g., the room has Managed Room property enabled).

Devices with a managed room can provide:

• Device Monitoring refers to statistics gathered and recorded for a device. You can access the device statistics directly for viewing and/or create reports. You can also set device thresholds for

various statistics which generate tickets when a threshold is violated.

• Device Web Management Interface enables you to support devices using the Device Details view in conjunction with the Manage button (connect to device web interface) when available for a device.

Monitoring capabilities depend on each device’s supported communication standards, ranging from: • Simple Monitoring: ICMP pinging to confirm the device is either online or offline to SNMP-

support, which may provide additional alert-based information, such as low projector bulb life or

overheating.

• Rich Monitoring: Includes Simple Monitoring capability (above), supports API, Login, and provides multiple monitoring statistics.

Device Monitoring Highlights

Symphony allows proactive monitoring of devices. You can:

• Perform Live device monitoring (during a meeting) • View Historical monitoring data (for up to 30 days) and obtain Monitoring Statistics for a

device’s; up/down, ping latency, A/V jitter, quality, and more! The lifecycle of monitoring data is broken into these stages:

Stage Age of Data Access the date by… Live 0 – 30 days Use the monitoring interface of the Symphony portal to:

• Access the Device Detail View of the device. • Select the date in which you are interested.

Report Historical (31+ days) Use the Analytics report date range the Symphony portal.

Most, but not all, types of monitoring data are available in

reports.

• Configure Device Monitoring Restrictions such as: • Implement a schedule where you do not wish to monitor a specific device


• Decide whether to generate tickets when a device’s threshold is violated, (for example, communications errors, registration, or other issues).

• Perform monitoring directly via the device API, via SNMP, or via Aggregators/Controllers.

What does Symphony Monitor?

Symphony pings devices (including Aggregators/Controllers) every 60 seconds.

For Use Symphony to monitor… Any device with an IP address • Up/Down

• Ping Latency

Managed Devices and supported video conferencing device

• Communication with the device • Packet Loss

• Logins to the device • Audio/Video/Content jitter

• Synchronization with the device • Content speed

• H.323 Gatekeeper registration • Video speed

• SIP Registrar registration • Video resolution • Content & Media

Channel Bitrate

• Ping Latency • MCU Port usage

Device with SNMP support • Anything that has an SNMP OID. • Supports SNMP v1 or v2c.

Managed device connected to a

Controller

Anything monitored by the Aggregator/Controller. The type of data

you can monitor depends on the type of devices connected to the

controller. With a Controller, the Symphony room view gives you an overview of

all devices attached to the room.

For configuring and monitoring Crestron/AMX Controllers, see the Symphony - Crestron-AMX Configuration and Monitoring Guidance

document.

Viewing Devices in List View

To view devices:

▪ In the navigation pane, click Devices > List View.

TIP By default, the devices are grouped by room. Click to expand a room and display all devices in that room.


Device Status

The Status icon(s) indicates whether the device/meeting has a ticket associated with it. The color of

the icon is a quick way to view problematic devices, (i.e., red indicates an open P1 ticket). An UP

arrow indicates the device is up, DOWN arrow indicates a device is down and an exclamation mark

is an error.

You can sort on Status column ascending/descending using the column heading arrows.

Status Icon Description

The status of the device is up and reachable.

The device is currently connected a meeting.

The status of the device is down and unreachable.

This indicates a detected issue.

The device monitoring is paused. There is a duration associated with the pause

button.

This status can also occur when the device is outside of the monitoring schedule.

The device cannot be monitored at the present time. When device monitoring has

stopped for a configured amount of time, the device status icon displays as a gray

circle and the Status field changes to value Unknown. Symphony shows an alert for devices with Unknown status and a ticket is not generated. .

AVI-SPL handles Cloud Connector administration. When the Cloud Connector

server connection is down, Symphony does generate a ticket and the Cloud Connector device and its associated devices display as Unknown status.

The icons can be paired together or shown individually in the status column. For example:

Status Icons Description

A device is down/unreachable, and there is a detected issue. Hover over the exclamation point to view issue description.

The device is up/reachable but with a detected issue.

The device has been paused and the end time for the pause duration is noted.

Unknown device status generates alerts on the Device List View and Device Details

View display a message regarding the last known update of the device.

Viewing Device Alerts

Alerts are indicated by a colored circle next to the device name. Hover over any alert indicator to

view additional details regarding the device status and alerts.


Tickets are not generated for devices with Unknown status unless the Cloud Connector server

device is stopped or down.

Device Monitoring Restrictions

You can configure the device Monitoring Schedule and/or decide whether to generate tickets

when a device’s monitoring threshold is violated (conditions less than optimal). 1. Click on a device using any of the device Views (List, Map, Browse) on the left navigation bar.

The Device Details View contains the Configuration button. The Edit Device screen is displayed.

2. On the Monitoring Restrictions tab, specify one of the following:

• Generate a new ticket even when a threshold is violated. • Restrict Monitoring of the device based on a schedule.

Viewing Tickets for Devices

1. In the navigation pane, click Devices > List View.

All Managed Devices are displayed and grouped by room.

2. Click to expand a room and display all devices in that room.

3. Click a Device name.

Device Information is displayed.

4. Click the tab.

All tickets for the selected device are displayed.

Enhanced Room Controls and Favorites

Room Details View enhancements provide a richer device control experience when monitoring or

managing devices for a room. Up to nine favorite controls can be added in the Room Controls pane.

NOTE Requires an updated version of the Crestron / AMX Modules and an updated aggregator.

In the Devices pane, click the Advanced Controls icon to view the controls.


You can set up to nine favorite controls for a room by clicking on the star icon, (toggle by clicking again to remove favorite). The Room Controls pane displays your favorites for the room.

You can:

• Drag and drop Advanced Controls to the Room Controls pane by clicking on the Advanced Control name and drag.

• Change the Room Control image by clicking on it and selecting one of the available images. • Click and drag Room Controls to another position in the pane.


You can expand ports and speakers by clicking the blue arrow on the Advanced Controls pane.

You can also mark these as favorites.


Room Details Calendar Tab

The Calendar tab icon allows you to see the room’s calendar for upcoming and other meetings. You can view by Month, Week, Day and use all other calendar features. Very helpful for

determining when a room is free for maintenance, etc.


Device Details View You can view all details for a device in the Device Details view. You can access this panel for a

device in several ways, including various List and Map Views. This section discusses device status,

actions, manage button web interface feature, pause monitoring, device information, other tabs, and

Live Monitoring.

1. From Device List View, click the device name to drill-down into the Device Details view. The

view is organized into these panes (see image below). If the device Status is Idle you do NOT see the Live Monitoring pane.

2. You can hover-over the device name and click the icon which appears next to the name to

paste link into email, etc.


Device Status

The device Status display depends on the type of device endpoint, (e.g., Video Conferencing [VC]

endpoint, MCU, Crestron/AMX AV Controller, or AV device).


Device Status Definitions

Status Indicator/Field Description

Link Up The device can be pinged.

Login OK Symphony is logged into the device.

API OK Symphony is communicating with the device.

For Crestron/AMX AV

Controllers:

• Symphony Module Up • No Symphony Module

Detected

Determine whether the device is running/not running the

Symphony Module.

Online GK The device is registered to the Gatekeeper.

Online SIP Device is registered to the SIP registrar.

Last Update Last time the device was contacted.

Device Actions

The device actions display on the top right of the Device Details View.

You can Pause Monitoring, Configure, and Manage the device.

Device Manage Button: Web Management Interface Feature

This button is enabled for connecting to the Web Management Interface for a device.

1. Select the device Manage button from the Device Details View.

2. You can connect to the device’s web management interface by logging in with the proper credentials.


The Jump Server Connection exposes another way to access the Cloud Connector web management via the native interface. Choose Direct Connection or Jump Server Connection

(Cloud Connector).

Pause Device Monitoring

The Pause Monitoring feature allows you to pause device monitoring for a duration of time at the

device or at the room level. The duration is typically one hour up to one day, (drop-down selection

list). The device does not have to be in a call to pause the monitoring. You may resume monitoring

at any time to restore live monitoring of this device immediately.

1. On the Devices > List View page, select a currently active monitored device.

The Device Details are displayed.

2. Click Pause Monitoring to temporarily stop device monitoring

The Pause Monitoring window is displayed.

3. Select the amount of time the monitoring should be paused or click Other to set a custom

monitoring duration.

4. Click OK.

TIP Click Resume Monitoring at any time during the pause duration to immediatly restore live monitoring of the device.

Device Pane Tabs

The Information pane contains the following tabs:

Tab Description

The Management area displays information that cannot be changed.

Displays device related access information. Devices with supported API have the

local port configured.


Tab Description

NOTE The remote port is mapped on the jump server (Cloud Connector) to enable the native interface to use of device

within the AVI-SPL network

Displays device related properties. The device Property values depend on the

type of device.

Displays all open tickets associated with a device. Additional details can be viewed by

clicking the ID field.

Displays device related comments.

To edit the comments for the device, click Edit on the bottom of the screen.

Live Device Monitoring

Use the Live Meeting Monitoring panel or Device pane to view statistics regarding a call. The type of information displayed in the live monitoring is not hard-wired with the device type. As

a result, devices can send any data and Symphony properly displays data. For example, Symphony

can display CPU History, RAM History as well as extended properties.

You can also view device aggregator sub-views.

NOTE Depending on the level of Symphony support for the device, some of the options might not be available.

With the proper permissions, a device’s monitoring thresholds can be configured.

Device Monitoring Icons

An aggregator is a device that serves multiple other devices downstream by forwarding transmissions to AVI-SPL Symphony. Sub-views are available for device aggregators as depicted below. See the

Symphony Adapter Marketplace Catalog for supported aggregators.

Feature Description

Live Monitoring

Displays all advanced controls for the aggregator, such as speaker input, rebooting ports, lighting presets, and volume control.

Displays all devices monitored and controlled by the aggregator.


Extended Properties

In the Live Monitoring section, the Extended Properties, when available, provides additional

information regarding the device, such as Firmware details, manufacturer, and model information.

Browse Account Feature & Tickets

The Device > Browse view, displays the associated number of tickets for your Account, Country,

Location, Rooms, and Devices.

The filter option on the toolbar makes it is easy to view problematic devices.

Drill-down to view information by Countries, Locations, Rooms and Device (detail). The toolbar

options displayed are based on the drill-down link chosen. The icon is specific to the screens for

the Device > Browse feature, (i.e., not available to other screens; Lists and other views). This icon

shows a tree view of devices for a country, location, account and other device views.

Room Sweeps (Tickets Only)

You can perform ad hoc launching of room sweeps, by room, location or for the complete account. The sweep detects all unreachable devices and devices with open tickets. The devices are displayed

in a consolidated list. The list results can be exported in a CSV file. This sweep is checking for tickets, not connection to endpoints which are checked by the scheduled

room sweep.


1. To launch a sweep, navigate to Devices > Browse.

2. Click on the ellipsis icon for an account, country, location or room, select Room Sweep.

3. Click the icon (left above the report) for CSV file creation when desired.


Tree View

You can use the tree icon in the toolbar to view devices for a specific country, location, etc. The image below shows a selected country and its associated rooms which may or may not contain

associated device(s).

The legend for the tree graphic lets you determine if items in the tree have associated tickets and the

type of tickets, such as critical, major, or minor.

1. Click the dot in the chart to expand items. For example, click on United States dot to see Locations; click Portland Oregon to see associated Devices.

2. You can click on the tree diagram gray area and drag the tree around the screen area (away from the legend). Or you can also use the filter to show/hide the legend.

3. You can click on the device at the end of the tree and see the Device Details.


Chapter 9

Working with Tickets

Tickets are alarms opened in Symphony to report issues with a device or a meeting. Tickets are

separated into two categories:

• Communication Tickets (Ping, API, Gatekeeper [GK] and SIP Registration) • All others Tickets can be created manually or automatically. Manually created tickets are specifically related to

meetings. Automatically generated tickets are created by Symphony for different types of issues that

occurred on a device connected to the local network. These issues can vary from the actual device powering down to jitter on a video call. Thresholds can be set; when those thresholds are violated, a

ticket is generated. These tickets are briefly displayed in a pop-up window to Administrators. Custom grace periods can be configured for rooms and devices to determine when a ticket is

generated.

Tickets can be closed automatically when a device is deleted or according to the Ticket Closing

policy.

TIP With the Symphony Third-party Ticketing Adapter Library (TAL), tickets can be generated and synchronized in supported third-party ticketing systems, such as

ServiceNow and www.salesforce.com.

Ticket Grace Period (Monitoring Restriction)

You can configure the grace period for creating a ticket. The grace period can be set at the account level or per location, room, or device.

The grace period allows small glitches in the device to be permitted for a specified period of time

without generating a ticket.

Ticket Priority Codes

The codes below indicate the priority assigned to a ticket. The associated color code is also displayed

when viewing the Device List View.

Symphony continually pings all meetings to determine the status of the meeting. A Symphony

generated ticket can resolve itself quickly, (i.e., generate another lower priority ticket), and close the ticket as the issue was temporary.

The table below reflects the types of differences between Symphony generated tickets and manually

created tickets. The table shows some examples of manual vs. auto-generated tickets.


Code Color Symphony Generated Ticket Manual Ticket

P1 - Critical Red System offline, e.g., system cannot

communicate with the device

Area infrastructure, bridge is

down, etc.

P2 - Major Orange Symphony unable to login to device, but still online e.g., cannot login

Usually occurs when something manual has been

performed, (e.g.,

person/device is incapable of joining call).

P3 - Minor Purple Jitter on a call exceeds threshold Microphone or camera had

issue but resolved itself

P4 -

Informational

Blue User error, etc. Historical information

Ticket Notifications

Symphony notifies users of Critical (P1) tickets when an infrastructure device, such as an MCU or

Cloud Connector is down. The notification for P1 infrastructure elements is sticky and requires a manual click to dismiss. AVI-SPL can also notify accounts of important messages.

You must be logged into Symphony to see the message.

Ticket Status

The ticket status values include:

Status Description

Open The ticket needs to be worked. The ticket closing policy may automatically affect the ticket.

Pending Close The ticket meets the ticket closing policy and will close automatically. The Timeline

Tab shows an informational event pertaining to ticket closing policy and the timeframe for auto-closure.

The ticket can be reopened automatically when another event occurs for the device.

The event which reopens the ticket is logged in the Timeline tab like so:

Closed The ticket has been resolved OR the device has been deleted.


Managing Tickets & Troubleshooting

Viewing Ticket Details

1. On the navigation pane, click Alarms > Tickets.

The Tickets list is displayed.

2. In the ID column, select a ticket number.

The Ticket window is displayed with the following tabs:

• Description • Details

Used to drill down to open the room details and the meeting details.

• Comments • Timeline • Attachments • Troubleshooting • Third-Party ticketing system

This tab is visible if the Symphony Third-party Ticket Adapter was purchased.

Updating Tickets




The Ticket window is displayed.

3. Update details on the following tabs:

• Description • Details • Comments • Timeline • Attachments • Troubleshooting

4. Click Update Case.

Closing Tickets




The Ticket window is displayed.

3. On the Ticket window, click Close Case.


The Close Case window is displayed.

4. Select the Source of the problem.

5. Select the Resolution to the problem.

6. Enter a description, if necessary.

7. Click Close Case.

Automatically Closed Tickets (Device Deleted)

When a device is deleted, any device level tickets (e.g., tickets associated with the device) are also

closed. The ticket status can be in Open and/or Pending Close Status. For example, the image below shows a single device (Demo Device2) and tickets associated with the

device.

When the device is deleted the Open and Pending Close tickets are closed automatically. Select the ticket and you can view the auto-close informational message in the Timeline tab (description).

Ticket Closing Policies

The ticket closing policy is a customizable configuration to automatically close tickets generated by

threshold violations based on ticket rank (e.g. critical, major, minor), recurrence, incident rate, or

ticket aging.

1. Navigate to Configuration > Tickets > Closing Policies.


2. To change any of the thresholds, click on the chain icon next to the threshold to break the

default inheritance chain. The broken chain enables you to edit an item. You can toggle the icon by clicking again to revert to the inheritance chain (solid chain).

Ticket Timeline Tab (Events/Issues & Status)

The ticket issue field denotes the problem that occurred and generated the error or can be a

manually selected issue when creating a manual ticket.

An event is any activity that applies to the device or the generated ticket status is Open or Pending

Close. The event content is comprised of monitoring errors and informational messages regarding the device and contain a priority (e.g. Critical, Major, Minor, Informational). The status field related

to the event is either cleared (resolved) or blank/empty (no associated status).


When a ticket is Open and all events associated with the ticket have a Status of Cleared, the ticket

is subject to close automatically via the Ticket Closing Policy. If the closing policy affects the ticket,

the ticket status changes to Pending Close.

Manually Add an Event

Events can be added manually. By default, the new event assumes the highest ticket priority of the

events associated with the ticket. The example shows a manually added event (top event) as critical.

1. At the top left of the Timeline Tab, click .

The Create Event window is displayed.

2. Enter a Name and Description for the event.

3. Click Add.

The event is added to the list with no status and cannot be modified.

Ticket Troubleshooting Tab

The Troubleshooting tab can help determine the problem that is referenced in a specific ticket. For

example, the device below had a communication issue.


1. You can navigate directly to the device in question from this tab using the Monitor button or

use the Live button on the right side of screen to monitor the device.

2. On the left pane, you can also view historical device statistics by meeting using the

navigation arrows to scroll through various meetings using the device.


You may have various endpoints (sensors) that are not part of a call but can also be monitored.

3. To display the raw data labels (from the middleware), click the .


Third-Party Ticketing Interface Tab (TAL)

The Ticketing Adapter Library (TAL) option allows you to integrate and synchronize your third-

party ticketing system to Symphony. You can access the ticketing system from a Symphony custom

tab.


Manually Creating Tickets

Tickets can be created manually for all devices or meetings.

1. Navigate to a Devices or Meetings > List View and select a meeting or device.

2. Click New Ticket.

The New Ticket window is displayed.

3. In the Device field, select the device that has issues.

TIP If the ticket is being created at the Meeting level, this field defaults to All (Meeting Level Ticket) to indicate that all devices are experiencing the issue. Leave the

default or select a specific device.

4. In the Issue field, select the problem that occurred with the device or meeting.

5. In the Time of Issue field, select a time frame, if known, that the error occurred.

6. In the GSOC Controllable field, select one of the following options:

• Unknown • Yes • No

7. Enter a Description.

8. Select a Priority.

The color of the New Ticket window changes based on the Priority selected.

9. Click More to add additional information on the following tabs:

• Description • Details • Comments • Timeline


NOTE The Attachments tab is not available when adding a new ticket. Attachments can be added after the ticket is created.

10. Click Enter Ticket.


Chapter 10

Administration

The Administration tasks available are based on account services and permissions.

Managing Users and Provisioning

This section explains how you can manage users and their registration options. If your company has conferencing or VMR licensing services, the service can be assigned to the users. AVI-SPL

configures all Roles & Capabilities related to your account’s services and permissions.

Viewing Users

To view a list of users associated with an account:

▪ On the left navigation pane, click Administration > Users.

The Users page is displayed, including all users and account information for each user.

Creating Individual Users (User Profile)

1. On the left navigation pane, click Administration > Users.

The Users page is displayed, including all users and account information for each user.

2. Click the icon.

The Add User page is displayed.

3. On the Information tab, complete the following fields:

Option Description

Username (Email) The user’s email address, which will be used to sign into Symphony.

User is active To register the user and provide an assigned password:

1. Select this check box 2. Complete all remaining fields on the page to register the user.

3. Complete information on remaining tabs.

• Capabilities (Roles) • Conferencing (Not relevant to Virtual Meeting Room (VMR)

customers.)

• VMR Personal User will self-activate The user enters all their own profile information into the portal upon

registration.


Option Description

When selected, all fields, except for the email address, are disabled.

The user receives an email containing instructions to set a password

and enter their profile information.

Send Welcome Email To send the new user an email, select this checkbox. This email contains a link for the user to complete the registration process. This

link expires in 24 hours.

4. Click Add.


Registration Workflow


Capabilities (Roles)

Users with the can assign roles to users permission can utilize the Capabilities tab of the User Profile page to set the role of users.

Conferencing Tab

The Conferencing tab allows you to set conferencing services. You select Premier Services for each user

(license). If you have purchased Symphony Bridging Services with Personal Audio Conferencing Service, check the

box and you can add the user’s personal audio conferencing codes and PIN in this screen. NOTE If the user will self-activate option is enabled, the user assigns their own PIN access

codes upon registration.

VMR Personal Tab

To enable a Personal VMR for the user:

▪ Complete all fields on the VMR Personal tab and select the Enable a personal VMR for this user checkbox.


NOTE The fields displayed depend on the External Cloud

symphony - customer admin user guide · 2020. 12. 9. · symphony provides automated meeting...

Documents