Page 1 Administrator’s Guide for the V500 System December 2004 Edition 3725-21743-003/B V500 Version 7.5 VideoVoiceDataWeb Connect. Any Way You Want.
Page 2 As between the parties, Polycom, Inc. retains title to, and ownership of, all proprietary rights with respect to the software contained within its products. The software is protected by United States copyright laws and international treaty provision.
Page 3: About This Guide
Setup Sheets, which describe how to install optional hardware Release Notes For support or service, please contact your Polycom® distributor or go to Polycom Support at www.polycom.com/support. Polycom recommends that you record the serial number and option key of your V500 system here for future reference.
Page 4 Administrator’s Guide for the V500 System www.polycom.com/videodocumentation...
Page 5: Table Of Contents
Chapter 1 - Introducing the V500 System Key Features ... 1 - 2 Industry-Leading Audio and Video Quality ... 1 - 2 Rich Conference Experience ... 1 - 2 Enhanced User Experience ... 1 - 2 Easy Installation ... 1 - 3 Security and Network Management ...
Page 6 Managing System Profiles with the V500 Web Interface ... 5 - 4 Managing Directories with the V500 Web Interface ... 5 - 5 Configuring Global Services ... 5 - 6 Viewing the Management Servers List ... 5 - 6 Requiring an Account Number for Calls ... 5 - 6 www.polycom.com/videodocumentation...
Page 7 Cable Descriptions and Drawings... Appendix - 1 LAN Cable ... Appendix - 2 Composite Video Cable ... Appendix - 2 Port Usage ... Appendix - 3 Q.850 Cause Codes ... Appendix - 4 Safety and Legal Notices Index © Polycom, Inc.
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Page 9 Everyone’s productivity increases, without any travel required. What’s in this Chapter? Key Features Standard System Components Optional System Components © Polycom, Inc. Page 1 - 1...
Page 10: Key Features
Best-in-class video algorithms — The H.264 video algorithm provides smooth, natural TV-like video. State-of-the-art audio quality — The V500 system offers Polycom Siren™ 14, a 14 kHz frequency response that delivers CD-quality sound. Video error concealment — The H. 264 video error concealment feature enhances your video experience by minimizing the chance that the display will freeze, concealing errors, and reducing full-frame refreshes.
Page 11: Easy Installation
Remote access — Configure, manage, and monitor the system from a remote computer using the V500 web interface (the system’s web interface), the Polycom Global Management choose not to allow remote management. Secure system management — Use the local administrator’s password on the system to prevent others from changing system configuration while allowing yourself to manage the system.
Page 12: Standard System Components
The composite video cable is a triple RCA cable with S-video that connects the V500 system to a monitor. The LAN cable connects the system to the IP network. The BRI cable connects the system to the ISDN. www.polycom.com/videodocumentation...
Page 13: Optional System Components
Single BRI network interface — Connect to ISDN with your V500 system. Headphone — Listen privately by adding your own headphone using the 3.5 mm stereo mini jack. For more information about ordering these options, please contact your Polycom distributor. © Polycom, Inc. Component...
Page 14 Administrator’s Guide for the V500 System 1 - 6 www.polycom.com/videodocumentation...
Page 15: Chapter 2 - Setting Up Your System Hardware
For optional components, refer to the setup sheet that was shipped with the component. What’s in this Chapter? Positioning the System Connecting the Monitor Connecting the System to the Network Connecting Headphones Installing Batteries in the Remote Control Connecting Power © Polycom, Inc. Page 2 - 1...
Page 16: Positioning The System
To position the system: >> Place the V500 system on top of your TV monitor. For optimal audio and video performance, locate the monitor within 5 to 10 feet (1.52 to 3.05 meters) away from the people in the call.
Page 17: Connecting The System To The Network
To connect the system to the LAN: Connect the LAN cable to the LAN connector on the back of the system. Connect the other end of the LAN cable to the LAN. © Polycom, Inc. 4-7. Configuring Network Use, to get information about network...
Page 18: Connecting The Bri Network Interface
You can connect optional headphones to the V500 system to listen to your calls privately. To connect headphones to the system: >> Connect the headphone cable to the headphone jack on the back of the system. 2 - 4 BRI connector DC IN 12V Headphone jack www.polycom.com/videodocumentation DC IN 12V...
Page 19: Installing Batteries In The Remote Control
Do not connect the V500 system power cord to a wall outlet until you have connected all equipment to the system. Press the power switch located at the back of the system. © Polycom, Inc. Chapter 2 - Setting Up Your System Hardware DC IN 12V...
Page 20 Administrator’s Guide for the V500 System 2 - 6 www.polycom.com/videodocumentation...
Page 21 Using the Setup Wizard Configuring Your IP Connection Configuring Your ISDN Connection Configuring Call Preferences Configuring the Global Directory Placing a Test Call Checking System Status Keeping your Software Current © Polycom, Inc. Configuring Network Use Page 3-18 3-20 3-22 3-23 3-24...
Page 22: Using The Setup Wizard
For more information about remote management, refer to 3 - 2 Managing the System Remotely on page www.polycom.com/videodocumentation 5-1.
Page 23: Configuring Your Ip Connection
When you choose this option, the DNS server address, default gateway address, and other settings should fill in automatically. To configure LAN properties: Go to System > Admin Settings > LAN Properties. © Polycom, Inc. Chapter 3 - Configuring Network Use 3 - 3...
Page 24 If the system does not automatically obtain a subnet mask, enter one here. Displays the WINS server currently assigned to the system. If the system does not automatically obtain a WINS server IP address, enter one here. Sends a request to the WINS server for WINS name resolution. www.polycom.com/videodocumentation...
Page 25: Setting Up Your Ip Network Connection
Note: The LAN speed setting for the V500 and the switch must match. Polycom strongly recommends that you do not select Auto for either only the V500 or only the router; the settings for both must be the same. Typically, selecting Auto for both is sufficient.
Page 26: Calling Through A Cable Or Dsl Modem
If you have a DSL connection and you are in a home environment or your DSL modem does not maintain a connection state automatically, Polycom recommends that you use a network router. Directly connecting your V500 to the network with a cable or DSL modem does not provide you with a security barrier between your home or business network and the Internet;...
Page 27 © Polycom, Inc. Chapter 3 - Configuring Network Use for more information.) Function H.323 call setup Signaling and control for audio, call, video, and data/FECC Audio and video RTP media streams T.120 data collaboration Configuring LAN TCP or UDP 3 - 7...
Page 28 The specific port or the ending value of the range of ports (see the table on page The IP address that the NAT has assigned to your system. if you want advanced port for the list of ports). for the list of ports). www.polycom.com/videodocumentation...
Page 29 When you have opened and assigned all of the ports listed in the table on page 3-7, review the Port Range Forwarding list. Check that all the ports are correct, enabled, and assigned to the correct IP (internal) Address. © Polycom, Inc. Chapter 3 - Configuring Network Use Description Any unique identifier (for example, you can use the text from the Function column in the table on page 3-7).
Page 30 Protocol: TCP, UDP, or * for both Port Range: The specific port or the starting and ending value of the range of ports (see the table on page the list of ports). Always (or select a time for the port to be open). www.polycom.com/videodocumentation...
Page 31 Configure these settings: Setting Fixed Ports TCP Ports UDP Ports © Polycom, Inc. Chapter 3 - Configuring Network Use Description Specify whether to define the TCP and UDP ports. If you select Fixed Ports, the V500 system will restrict its port usage to the range of TCP and UDP ports you specify.
Page 32: Calling Through A Router, Using A Dmz
V500 is allowed free access to the Internet. Therefore, this configuration leaves the V500 without protection from external sources. Systems deployed outside a firewall are potentially vulnerable to unauthorized access. Visit the Polycom Security Center at also register to receive periodic email updates and advisories. 3 - 12...
Page 33: Configuring Ip Network Support
ISDN, so that users on different networks can call one another. If the system is configured to use a gateway, you must also configure it to use a gatekeeper. © Polycom, Inc. Chapter 3 - Configuring Network Use 3 - 13...
Page 34 You can place point-to-point calls using the extension if both systems are registered with a gatekeeper. The default H.323 Extension is based on the system serial number, but you can change it. Your dial plan may define the extensions you can use. www.polycom.com/videodocumentation...
Page 35 Number of Digits in Extension Select for gateway calls. © Polycom, Inc. Description If your system uses a gatekeeper, you can specify whether outbound ISDN calls are routed through an IP-to-ISDN gateway or through an ISDN line directly connected to the V500 system.
Page 36: Configuring Sip Settings
Configuring SIP Settings The Session Initiation Protocol (SIP) is a signaling protocol for Internet conferencing. If you are unfamiliar with SIP, Polycom recommends that you do not change the default settings. To configure the SIP settings if your network supports SIP: Go to System >...
Page 37: Configuring Quality Of Service (Qos)
Keep in mind that enabling QOS on the V500 is not enough; all devices in the network path must also be configured for QOS. If you are unfamiliar with QOS, Polycom recommends that you do not change the default settings.
Page 38: Configuring Your Isdn Connection
Before you set up your connection using ISDN: Refer to the Preparing Your Network for Collaboration document, available at www.polycom.com/videodocumentation. This document contains information you need to get your network ready, such as worksheets that will help you order ISDN. Note that this document may not pertain to all countries.
Page 39 If you do not have the SPIDs from your service provider, you can click Start to Auto-Detect SPIDs. © Polycom, Inc. Description Enter which voice algorithm (Alaw or uLaw) you want to use for ISDN voice calls.
Page 40: Configuring Call Preferences
If you have the ISDN option, check this to allow the system to make ISDN calls. If you have the ISDN option, check this to allow the system to make voice-only calls to phones connected to an ISDN network, such as an organization’s PBX. to go to the Network Dialing screen www.polycom.com/videodocumentation...
Page 41 Select available to users, if you are allowing them to choose speeds on a call-by-call basis. © Polycom, Inc. to go to the Preferred Speeds screens and configure these settings: Description Enter the speed that will be used for calls placed from this system in either of these cases: •...
Page 42: Configuring The Global Directory
Administrator’s Guide for the V500 System Configuring the Global Directory If you use the Polycom Global Management System, you can configure your system to use the Global Directory. The Global Directory provides a list of other systems that are registered with the Global Directory Server and are available for calls.
Page 43: Setting The Dialing Rules
Press You can also find a list of worldwide numbers that you can use to test your V500 system at www.polycom.com/videotest. © Polycom, Inc. Description Specifies that calls to sites in the same area code must include the area code.
Page 44: Checking System Status
Place a Call screen. To view System Status information: >> Go to System > Diagnostics > System Status. To get information about a status message: >> Select the status message and press 3 - 24 on the remote. on the remote control. www.polycom.com/videodocumentation...
Page 45: Keeping Your Software Current
V500 software update on CD-ROM. To upgrade your software via the Internet: Before you begin, read the Release Notes, available at the Polycom Resource Center at www.polycom.com, for information about the latest software version.
Page 46 Administrator’s Guide for the V500 System 3 - 26 www.polycom.com/videodocumentation...
Page 47 Designing the User Experience Everybody who uses the Polycom V500 system has different needs. That’s why your system has a customizable user interface. You can design the video conferencing experience to meet your needs and the needs of any other users who use the system.
Page 48: Managing User Access To Settings And Features
Place calls using the restrictions you specify for length of call, type of call, and use of the directory. Limiting What Users Can Do With the System on page 4-5. Configure user settings. Letting Users Customize the Workspace on page Configure all system settings. www.polycom.com/videodocumentation 4-18. 4-4.
Page 49: Screens That Require The Admin Password For Access
Diagnostics General Settings Network System Settings Home Screen Settings Security Location ISDN Call Preference Recent Calls © Polycom, Inc. System Information Monitor Camera Audio H.323 Settings SIP Settings Quality of Service Firewall Chapter 4 - Designing the User Experience Utilities...
Page 50: Letting Users Customize The Workspace
Auto-Answer Point to Point Mute Auto-Answer Calls Keypad Audio Confirmation Color Scheme Far Site Name Display Time Dual Monitor Emulation Allow Video Display on Web These options are also available to the administrator on the Admin Settings screens. 4 - 4 www.polycom.com/videodocumentation...
Page 51: Limiting What Users Can Do With The System
You can configure the following video behaviors to accommodate your environment: Camera Settings TV Monitor Dual Monitor Emulation Monitor’s Color Balance People+Content IP © Polycom, Inc. Chapter 4 - Designing the User Experience for more details about the kiosk 4 - 5...
Page 52: Configuring Camera Settings
60 Hz — Select this if the power frequency in your location is 60 Hz, but you have a PAL system. • 50 Hz — Select this if the power frequency in your location is 50 Hz, but you have an NTSC system. www.polycom.com/videodocumentation...
Page 53: Configuring The Tv Monitor
Monitor Display Icons in a Call Snapshot Timeout Dual Monitor Emulation © Polycom, Inc. Chapter 4 - Designing the User Experience Description Specifies the monitor’s aspect ratio: • 4:3 — Select if you are using a regular TV monitor. •...
Page 54: Using Dual Monitor Emulation
1. If you are using a wide screen monitor, set Monitor to 16:9. Otherwise, set Monitor to 4:3. 2. Select Dual Monitor Emulation. Call connects and appear side by side. Near site presses PIP Far site presents to near site Dual Monitor Emulation mode. Far site Near site www.polycom.com/videodocumentation...
Page 55: Adjusting The Monitor's Color Balance
Enable People+Content IP on the V500 system. When you purchase this option, you receive a software activation key. This key allows you to enable People+Content IP on a V500 system. © Polycom, Inc. Chapter 4 - Designing the User Experience Near button on the...
Page 56 For information about purchasing the People+Content IP option, please contact your Polycom distributor. To enable People+Content IP on a V500 system: On a computer, open a web browser and go to the Polycom Resource Cneter Video Downloads page at http://extranet.polycom.com. Enter the license number you received when you purchased the People+Content IP option.
Page 57: Designing Audio Behaviors
Treble Mute Auto-Answer Calls Enable Internal Ringer © Polycom, Inc. Chapter 4 - Designing the User Experience Description Sets the volume level for audio from the far site. Sets the volume level of the ring tone and user alert tones.
Page 58: Designing General System Behaviors
You can also choose not to display the time. Specifies whether to generate a report of all calls made with the system. When selected, details for all calls can be viewed via the V500 web interface and downloaded as a .csv file. www.polycom.com/videodocumentation...
Page 59: Configuring Remote Control Behavior
Configure these settings: Setting System Name Allow Directory Changes © Polycom, Inc. Chapter 4 - Designing the User Experience Description Specifies whether to display the Recent Calls button on the home screen. The Recent Calls screen lists the site number or name, the date and time, and whether the call was incoming or outgoing.
Page 60: Setting The Call Answering Mode
Specifies whether you are prompted to confirm deletions of directory entries. Yes – Answers calls automatically. No – Enables you to answer calls manually. Do Not Disturb – Refuses incoming calls automatically. The caller receives a message that the site is unavailable. www.polycom.com/videodocumentation...
Page 61: Setting Passwords And Security Options
Enable Remote Access Web Access Port Allow Video Display on Web © Polycom, Inc. Chapter 4 - Designing the User Experience Description Enter or change the Admin password. When the Admin password is set, you must enter this password •...
Page 62: Setting Date, Time, And Location
Elapsed Time – Displays the amount of time in the call. • Local Time – Displays the local time on the screen during a call. • Off – Time is not displayed. Specifies connection to a time server for automatic system time settings. www.polycom.com/videodocumentation...
Page 63: Customizing The Workspace Appearance
Designing the Home screen Adding Sites to the Home screen Adding On-screen Instructions Changing Color Schemes Setting Ring Tones and Alert Tones © Polycom, Inc. Chapter 4 - Designing the User Experience Call button on the remote 4 - 17...
Page 64: Designing The Home Screen
Speed Dial list of frequently called sites 4 - 18 Use the marquee to add instructions Include a short list of specific items for users to select Add features for users as needed Add more features as users gain experience www.polycom.com/videodocumentation...
Page 65 Local Date and Time Do Not Disturb Icon Call Detail Report Recent Calls © Polycom, Inc. Description Specifies which dialing option to display: • Dialing entry field — Allows users to enter numbers manually. • Display marquee — Displays text in the dialing entry field. Can be used to display user instructions.
Page 66: Adding Sites To The Home Screen
Allows users to access any pre-defined sites from a My Contacts/Speed Dial list on the home screen. Specifies whether to display the last number dialed or clear the address box on the home screen. three times to access the Sites screen. www.polycom.com/videodocumentation...
Page 67: Using Screen Saver Text
Go to System > Admin Settings > General Settings > System Settings > Appearance. © Polycom, Inc. Text — Appears as scrolling text when the system is in sleep mode. You can use this scrolling text to provide instructions or next steps for users of the system.
Page 68: Setting Ring Tones And Alert Tones
15 seconds. The text then disappears automatically. 4 - 22 Description Customizes the look of your system with different color schemes. Specifies how long the system remains awake during periods of inactivity. The default is 3 minutes. www.polycom.com/videodocumentation...
Page 69: Audio Options For Closed Captioners
Go to System Setup > Utilities > Closed Caption. Enter your user name and the password, if a password has been established. © Polycom, Inc. Attending one of the conferences sites Listening to the conference via the V500 web interface...
Page 70: Providing Captions Via A Telnet Session
Start a Telnet session using the V500 system IP address and port 24 (for example, Enter the command Press Enter to send the text. To stop sending closed captions, press Ctrl-Z. 4 - 24 Telnet session telnet 255.255.255.24 to start captioning. V500 System port www.polycom.com/videodocumentation...
Page 71: Getting Started With Calling
Screen Help — The home and Directory screens have context-specific help. Users can press www.polycom.com/videodocumentation documentation page on the Polycom website for the latest documents supporting these products. © Polycom, Inc. Chapter 4 - Designing the User Experience Help on the remote control to access help topics.
Page 72 Administrator’s Guide for the V500 System 4 - 26 www.polycom.com/videodocumentation...
Page 73: Managing The System Remotely
Managing the System Remotely You configure, manage, and monitor the system from a remote computer using the V500 web interface (the system’s web interface), the Polycom Global Management System, or SNMP. Your choice of management tool depends on your network environment: V500 web interface requires only a web browser to control the system.
Page 74: Using The V500 Web Interface
You can use the V500 web interface to configure all of the system settings except the remote management settings. For security reasons, these settings must be configured on the local system by an administrator. 5 - 2 Allow cookies: Enabled Force pages to reload on every visit to a page: Enabled www.polycom.com/videodocumentation...
Page 75: Room Monitoring With The V500 Web Interface
Go to System Setup > Utilities > Web Director. Perform any of the following tasks: • • • • © Polycom, Inc. Place or end a call View near and far sites Adjust system volume settings Mute and unmute the microphone Chapter 5 - Managing the System Remotely...
Page 76: Managing System Profiles With The V500 Web Interface
• • • Polycom recommends using profiles as a way to back up system settings. Attempting to edit a stored profile or upload it to a different system can result in unexpected problems. To store a profile: In the V500 web interface, go to System Setup > Utilities > Profile Center.
Page 77: Managing Directories With The V500 Web Interface
Click PC -> V500. Click Browse and browse to the location of the .csv file on your PC. Click Export Directory to upload the .csv file to the V500 system. © Polycom, Inc. Chapter 5 - Managing the System Remotely 5 - 5...
Page 78: Configuring Global Services
Administrator’s Guide for the V500 System Configuring Global Services If you use the Polycom Global Management System, you can configure, manage, and monitor the V500 system using the Global Management System server. The Global Management System is a web-based client/server software tool that allows administrators to manage a network of video conferencing systems.
Page 79: Adding My Information
Enter the contact information for the Global Management System administrator for technical support. The following section illustrates the interaction between Global Management System and the system you are configuring. © Polycom, Inc. Chapter 5 - Managing the System Remotely 5 - 7...
Page 80: Requesting Technical Support From The Global Management System Administrator
The V500 system sends your information to the Global Management System administrator. on the remote. The Global Management System administrator opens the alert message containing your telephone number. Global Management System sends a message to your V500 system. The Global Management System administrator calls you. www.polycom.com/videodocumentation...
Page 81: Setting Up Snmp
Downloading MIBs In order to allow your SNMP management console application to resolve SNMP traps and display text descriptions for those traps, you need to install Polycom MIBs on the computer you intend to use as your network management station.
Page 82: Configuring For Snmp Management
Specifies the location of the system. Specifies the type of video conferencing device. Specifies the IP address of the computer you intend to use as your network management station and to which SNMP traps will be sent. www.polycom.com/videodocumentation...
Page 83 The V500 system provides various screens that allow you to review information about calls made by the system and to review network usage and performance. What’s in this Chapter? Call Summary Call Statistics Call Status Recent Calls Call Detail Report © Polycom, Inc. Page 6 - 1...
Page 84: Call Summary
To view the Call Summary screen: >> Go to System > Diagnostics > Call Statistics and then select You can view Call Statistics and Call Summary during a call by pressing remote control. 6 - 2 three times. Help on the www.polycom.com/videodocumentation...
Page 85: Call Statistics
• Far site details and call type • Audio and video data rates specified (transmit and receive) • Video data rate and frame rate in use (transmit and receive) • Video packet loss and jitter in IP calls •...
Page 86: Call Status
You can highlight the spheres on this screen to see the number dialed, the relevant status code, and details of any errors. You can view Call Status during a call by pressing 6 - 4 Help on the remote control. www.polycom.com/videodocumentation...
Page 87: Recent Calls
If you need even more detail about calls, you can download the Call Detail Report (CDR) from the V500 web interface. For more information about the CDR, see on page © Polycom, Inc. Call or Select on the remote control to place the call.
Page 88: Call Detail Report
End Time 6 - 6 Description Each call is logged on the first available row. The call start date, in the format dd-mmm-yyyy. The call start time, in the 24-hour format hh:mm:ss. The call end date. The call end time. www.polycom.com/videodocumentation...
Page 89 Video Protocol (Tx) Video Protocol (Rx) Video Format (Tx) © Polycom, Inc. Chapter 6 - System Usage and Statistics Description The length of the call. If Require Account Number to Dial is enabled on the system, the value entered by the user is displayed in this field.
Page 90 The Q.850 cause code showing how the call ended. The number of errors during an H.320 call. The combined average of the percentage of both audio and video packets transmitted that were lost during the 5 seconds preceding the moment at which a sample was taken. This value does not report a cumulative average for the entire H.323 call.
Page 91: Call Detail Report Archives
To get an archived CDR: From your computer, open an FTP client. FTP into the V500 system. Enter this FTP command: GET localcdr_archive.csv Close your FTP session. © Polycom, Inc. Chapter 6 - System Usage and Statistics 6 - 9...
Page 92 Administrator’s Guide for the V500 System 6 - 10 www.polycom.com/videodocumentation...
Page 93: Troubleshooting
V500 web interface, enter your system’s IP address in a web browser and browse to the required diagnostic tool. What’s in this Chapter? Sending a Message System Screens Quick Reference Diagnostic Screens General Troubleshooting How to Contact Technical Support © Polycom, Inc. Diagnostics and General Troubleshooting Page 7-19 7 - 1...
Page 94: Sending A Message
Global Management System information. System status and performance and system tests. The V500 web interface also offers the Send Message function and provides access to the Call Detail Report. Identifying information. Call scheduler and calendar. System behavior and appearance. www.polycom.com/videodocumentation...
Page 95: Diagnostic Screens
IP and ISDN calls, and percentage of time spent in IP and ISDN calls. © Polycom, Inc. Chapter 7 - Diagnostics and General Troubleshooting In the system’s user interface On the Diagnostics screen, select System Status.
Page 96 Selecting a channel call progress indicator displays its ISDN number. Call Statistics screen Displays call speed, audio and video protocols, annexes, and error count for the call in progress. Call Detail Report screen Displays the current Call Detail Report (CDR) and provides access to the archived CDR.
Page 97 IP address entered. Error Log files Created if the system restarts due to problems. These files contain information that can be used by Polycom Support personnel to troubleshoot system issues. © Polycom, Inc. Chapter 7 - Diagnostics and General Troubleshooting In the system’s user interface...
Page 98 You can send a message to tell them how to notify you when they hear the speaker test. Select Diagnostics > Audio > Audio Meter to start the test. The audio meter should register between 0 and 15 dB. www.polycom.com/videodocumentation...
Page 99 • Keep or delete the directory stored on the system. © Polycom, Inc. Chapter 7 - Diagnostics and General Troubleshooting In the system’s user interface 1. On the Diagnostics screen, select Reset System. 2. Enter the system’s serial number.
Page 100: General Troubleshooting
If the outlet is active, the problem is in the system’s power supply. In this case, call Polycom Technical Support and arrange to return the system for service. Load the system software from your PC. For instructions...
Page 101: Remote Control
Admin screens without a has set a password password or the default password was not deleted. © Polycom, Inc. Chapter 7 - Diagnostics and General Troubleshooting Corrective action Install batteries in the remote control. Insert the batteries in the correct +/- position.
Page 102 Enter the correct user name and password. Note: The user name is admin, and the default password is the unit’s serial number. Only five system managers are allowed at any one time. To log everyone out, restart your system. www.polycom.com/videodocumentation...
Page 103: Calling
ISDN: When placing a The call does not connect call, progress indicators properly. do not turn green. © Polycom, Inc. Chapter 7 - Diagnostics and General Troubleshooting Corrective action Verify that the LAN cable is connected properly. Replace the system’s LAN cable.
Page 104 ISDN lines correctly. 1. Go to Admin Settings > Network > Call Preference and select four times to go to the Call Speeds screen. 2. Select the desired call speeds. www.polycom.com/videodocumentation Q.850 Cause Codes...
Page 105: Display
Display Symptom Problem Screen is blank; start The system is starting. music plays and Polycom This is normal. logo appears briefly. TV monitor goes blank The system goes to “sleep” after displaying the after a period of inactivity.
Page 106 7 - 14 Corrective action A background with less motion provides a better, smoother video picture. Try the call again. Check the ISDN number of the far site. Ask the far site to call your site. Open the lens cover. www.polycom.com/videodocumentation...
Page 107: Audio
The monitor’s audio inputs are not connected properly The system’s audio outputs are not connected properly. © Polycom, Inc. Chapter 7 - Diagnostics and General Troubleshooting Corrective action Look for the far site Mute icon. Ask the far site to unmute the microphone.
Page 108 • System indicator is red To unmute the system, press the the remote control. Contact your Polycom reseller. Ask the people at the far site to move closer to the microphone. Turn up the volume using the remote control. Turn up the volume on your TV monitor.
Page 109: Error Indications
IP call. acceptable level set for the system. © Polycom, Inc. Chapter 7 - Diagnostics and General Troubleshooting Corrective action Check the LAN connection. Contact your network service provider. Contact your network service provider to correct the problem with the server or to assign a static IP address.
Page 110: System Lights
• The system is restarting. The system is receiving a clock signal from the network. The system is able to make a call. • The system is receiving a software update, or • The system is operating normally. www.polycom.com/videodocumentation...
Page 111: How To Contact Technical Support
How to Contact Technical Support If you are not able to make test calls successfully and you have verified that the equipment is installed and set up correctly, contact Polycom Technical Support by telephone or Internet as described below. By Telephone Before calling Polycom Technical Support, please have the following information ready.
Page 112 Administrator’s Guide for the V500 System 7 - 20 www.polycom.com/videodocumentation...
Page 113: Appendix
If you have the ISDN option, you can also attach a BRI cable. The part number for this cable is 2457-08717-001 and the length is 20 ft. The pin-outs for the standard cables are shown in the following drawings. © Polycom, Inc. Appendix Maximum Approved...
Page 114: Lan Cable
PIN 8 12 FEET +/- 3" LAN Cable 2457-08343-001 Composite Video Cable 2457-08674-001 3.35" MOLDED STRAIN RELIE PIN 8 CABLE, 8 COND, 24 AWG, BLACK PVC JACKET CATEGORY 5, TWISTED PAIR MINIMUN OF 2 TWISTS PER INCH. www.polycom.com/videodocumentation BOTH ENDS.
Page 115: Port Usage
Gatekeeper RAS (must be bidirectional) H.323 call setup (must be bidirectional) Audio call control (must be bidirectional) Dynamic H245. Can be set to “Fixed Ports” on Polycom systems. Dynamic - RTP (video data). Can be set to “Fixed Ports” on Polycom systems.
Page 116: Q.850 Cause Codes
Destination out of A signaling message cannot be delivered because the order interface is not functioning correctly, and the destination cannot be reached. This condition might be temporary; for example, remote equipment might be turned off. www.polycom.com/videodocumentation...
Page 117 Code © Polycom, Inc. Cause Definition Invalid number Destination address was incomplete or presented in an format unrecognizable format, which prevented the connection from being established. Facility rejected The network cannot provide the facility requested by the user. Response to...
Page 118 The equipment received a message that did not include information element one of the mandatory information elements. This is is missing usually due to a D-channel error. If this error occurs systematically, report it to your ISDN service provider. www.polycom.com/videodocumentation...
Page 119 Code © Polycom, Inc. Cause Definition Message type The equipment received a message of a type that is nonexistent or not invalid or not supported. This code indicates either a implemented problem with the remote configuration or a problem with the local D channel.
Page 120 Administrator’s Guide for the V500 System Appendix - 8 www.polycom.com/videodocumentation...
Page 121: Important Safeguards
Sublicense Agreement without Polycom’s prior consent. Title to all Subject Programs shall at all times remain and vest solely with Polycom, Inc. and its licensors. Buyer acknowledges Polycom’s claim that the Subject Programs are its trade secret and confidential property, and shall treat them as such.
Page 122 1-888-248-4143 or 4750 Willow Road, Pleasanton, CA 94588-2708, USA. Contact information may also be found at http://www.polycom.com. If the system is causing harm to the network, the telephone company may request that you disconnect it until the problem is corrected.
Page 123 89/336/EEC, 73/23/EEC 1999/5/EC. A full copy of the Declaration of Conformity can be obtained from Polycom Ltd., 270 Bath Road, Slough UK SL1 4DX. Declaration of Conformity: Hereby, Polycom Ltd. declares that this V500 System is in compliance with the essential requirements and other relevant provisions of Directive 1999/5/EC. Konformitetserklæring: Hermed erklærer Polycom Ltd., at indestående V500 System er i overensstemmelse med de grundlæggende krav...
Page 124 Polycom Ltd. vakuuttaa täten, että V500 System on direktiivin 1999/5/EC keskeisten vaatimusten ja sen muiden tätä koskevien säännösten mukainen. Déclaration de conformité: Par la présente, Polycom Ltd. déclare que ce V500 System est conforme aux conditions essentielles et à toute autre modalité pertinente de la Directive 1999/5/CE. Dichiarazione di conformità: Con la presente Polycom Ltd.
Page 125 Installation must be performed in accordance with all relevant national wiring rules. Plug Acts as Disconnect Device The socket outlet to which this apparatus is connected must be installed near the equipment and must always be readily accessible. © Polycom, Inc. Safety and Legal Notices - 5...
Page 126 Administrator’s Guide for the V500 System Safety and Legal Notices - 6 www.polycom.com/videodocumentation...
Page 127: Index
SPIDs 3-19 backlight compensation 4-6 bandwidth dynamic 3-17 managing 3-13, 3-21 bass adjustment 4-11 batteries icon 7-17 © Polycom, Inc. installing in remote control 2-5 blank screen 7-13 BRI cable 1-4 BRI network interface configuring 3-18 connecting 2-4 lights 7-18...
Page 128 4-20 options 4-19 prefix, ISDN 3-18 rules 3-23 speed dialing 4-20 troubleshooting 7-12 DID number 3-15 Diffserv 3-17 directory allowing access 4-19 allowing changes 4-5 configuring settings 4-13 confirming additions 4-14 confirming deletions 4-14 features 1-3 www.polycom.com/videodocumentation...
Page 129 LAN 2-3 monitor 2-2 power 2-5 remote control 2-5 error concealment 1-2 error icon 7-17 error messages 7-11, 7-12 © Polycom, Inc. extension E.164 3-14, 3-15 H.323 4-19 H.323, displaying 3-14 H.323, specifying 3-14 H.323, specifying for gatekeeper 3-14 H.323, specifying for gateway 3-15...
Page 130 4-16 preparing network 3-18 Q.850 cause codes Appendix-4 SPIDs 3-19 switch protocol 3-18, 3-19 troubleshooting 7-11, 7-12 voice algorithm 3-19 jitter 6-3, 6-5 keypad audio confirmation 4-13 remote control 4-13 kiosk mode description 4-5 managing user access 4-2, 4-18 www.polycom.com/videodocumentation...
Page 131 1-4 cable, drawing Appendix-2 configuring 4-7 connecting 2-2 troubleshooting 7-9, 7-13 muting, auto-answer calls 4-4, 4-11 My Contacts list 4-20 © Polycom, Inc. name DNS 3-4 far-site system 4-13 H.323 3-14 host 3-4 system 4-13, 4-19 configuring properties 3-11...
Page 132 DMZ 3-12 configuring a D-Link router 3-10 configuring a Linksys router 3-9 configuring a NetGear router 3-8 configuring firewall and NAT properties 3-11 configuring port forwarding 3-7 firewalls 3-6 list of ports to open 3-7 selecting UPnP 3-12 www.polycom.com/videodocumentation...
Page 133 6-3 call, maximum 1-2 LAN call 3-5 speed dial 4-20 SPIDs 3-19 split-screen, See Dual Monitor Emulation statis IP address 3-3 © Polycom, Inc. statistics call 6-3 Call Statistics screen 7-4 system 6-1 status Call Status screen 7-4...
Page 134 2-5 remote control 2-5 standard components 1-4 troubleshooting 7-8 V500 web interface accessing 5-2 accessing diagnostic screens 7-3 managing directories 5-5 managing system profiles 5-4 room monitoring 5-3 sending message 7-2 viewing Call Detail Report 6-6, 7-2, 7-3 www.polycom.com/videodocumentation...
Page 135 4-11 sound effects 4-11, 7-16 treble 4-11 troubleshooting 7-16 web access port 4-15 Web Director 5-3 web interface See V500 web interface web site, for documentation 4-25 WINS name resolution 3-4 server 3-4 © Polycom, Inc. Index Index - 9...
Page 136 Administrator’s Guide for the V500 System Index - 10 www.polycom.com/videodocumentation...

Polycom Audio and Video Administrator's Manual

Chapter 1 - Introducing the V500 System

Chapter 2 - Setting up Your System Hardware

Chapter 3 - Configuring Network Use

Chapter 4 - Designing the User Experience

Chapter 5 - Managing the System Remotely

Chapter 6 - System Usage and Statistics

Chapter 7 - Diagnostics and General Troubleshooting

Appendix

Safety and Legal Notices

Index

Quick Links

Troubleshooting

Need help?

Questions and answers

Summary of Contents for Polycom Audio and Video

Table of Contents