+ INSTALLATION QUESTIONS
There are couple options that users can install USN in VMware environments:
- Deploy USN using DVD iso
- Deploy USN using OVA image
The NMC is shipped using Dell R-210, R-610, R-710 industrial grade servers or HP DL 360, DL-380 or DL-580 servers. Following provides the server configuration and maximum number of audio and web conferencing ports supported by each.
The server configuration: Dual Core CPU (Intel i3-2100), 3.2 GHz, Hyper Threading, 4 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant power supplies.
The maximum number ports supported are: 60 Audio Conference Ports and 30 Web Conference Ports.
The server configuration: Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 120 Audio Conference Ports and 60 Web Conference Ports.
The server configuration: Dual Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 360 Audio Conference Ports and 120 Web Conference Ports.
Yes, that is supported. XOP can provide you detailed installations instructions.
nec recommends that nmc be used only with PBXs/IP PBXs and switches that are listed in its Interoperability Guide.
NEC recommends that USN be deployed only behind IP PBX platform.
Yes, the USN requires a public IP address as its web portal and web conferencing applications need to be accessed by people that are outside the office. Typically the NMC is deployed a company’s firewall and is assigned a private IP address. The public IP assigned to the NMC is then NAT’ed to the private IP address.
The USN supports G.711 and G.729 a/b Codecs.
Yes, that is supported. Please contact XOP customer support for additional software for supporting database replication and high availability hot/standby package.
Yes, the USN servers should be connected to stable power sources.
Dell servers are equipped with out of band management port called Dell Remote Access Controller (DRAC). The DRAC port is an additional RJ-45 port available on Dell servers. This interface is used for remote monitoring and control of the server. It is recommended that this interface be accessible by XOP customer support.
The Audio Conference ports can be added in increments of [coming soon].
The Web Conference ports can be added in increments of [coming soon].
You will need a bi-directional SIP trunk between the IP PBX and the USN.
Inbound to USN: Set up a hunt group with number of channels equal to number of ports on the USN. Assign a lead dial in number to the hunt group. For example, for a 60 port system set up a hunt group with 60 channels.
Outbound from USN: Calls originating from USN will be received by the IP PBX which in turn will route them to either internal extensions or to external PSTN numbers.
If you dial the assigned lead number and hear a prompt requesting you to enter an Access Code, the system’s voice application is in operational state.
If you enter an Access Code, but you hear ‘this Access Code is not valid’, that indicates that the conference application ports are not licensed. In that case please contact your system administrator.
If you enter the IP address or the URL assigned to the system in your browser and get to the login page that indicates that all the data networking aspects are provisioned correctly.
Yes, a customer can upload their own logo in place of XOP’s logo via the System Configuration page on the admin interface.
The system automatically generates a usage and system audit report every midnight. It captures previous day’s usage data. The report also tabulates month to date and year to date reports. These reports give sufficient information to the administrator so that he/she can determine if additional capacity is needed.
In addition to the usage report, data is provided on the status of various components of the system such as Hard disk drives, Operating system etc.
A system administrator can set up various queries to determine usage by individual moderators, by service type etc.
Different businesses have peaks at different times. The administrator can watch all calls on the Real View link. Visually, he/she will be able to tell if the system is running close to its maximum capacity or not.
The system announcements are recorded in RIFF (little-endian) data, WAV audio, Microsoft PCM, 16 bit, mono, 8000 Hz format.
Yes, a system administrator can load a different welcome.wav voice file in place of the default welcome prompt. This custom prompt can be uploaded using System Setting page under Administrator menu.
+ LICENSE QUESTIONS
There are couple options that users can install USN in VMware environments:
- Deploy USN using DVD iso
- Deploy USN using OVA image
The NMC is shipped using Dell R-210, R-610, R-710 industrial grade servers or HP DL 360, DL-380 or DL-580 servers. Following provides the server configuration and maximum number of audio and web conferencing ports supported by each.
The server configuration: Dual Core CPU (Intel i3-2100), 3.2 GHz, Hyper Threading, 4 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant power supplies.
The maximum number ports supported are: 60 Audio Conference Ports and 30 Web Conference Ports.
The server configuration: Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 120 Audio Conference Ports and 60 Web Conference Ports.
The server configuration: Dual Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 360 Audio Conference Ports and 120 Web Conference Ports.
Yes, that is supported. XOP can provide you detailed installations instructions.
nec recommends that nmc be used only with PBXs/IP PBXs and switches that are listed in its Interoperability Guide.
NEC recommends that USN be deployed only behind IP PBX platform.
Yes, the USN requires a public IP address as its web portal and web conferencing applications need to be accessed by people that are outside the office. Typically the NMC is deployed a company’s firewall and is assigned a private IP address. The public IP assigned to the NMC is then NAT’ed to the private IP address.
The USN supports G.711 and G.729 a/b Codecs.
Yes, that is supported. Please contact XOP customer support for additional software for supporting database replication and high availability hot/standby package.
Yes, the USN servers should be connected to stable power sources.
Dell servers are equipped with out of band management port called Dell Remote Access Controller (DRAC). The DRAC port is an additional RJ-45 port available on Dell servers. This interface is used for remote monitoring and control of the server. It is recommended that this interface be accessible by XOP customer support.
The Audio Conference ports can be added in increments of [coming soon].
The Web Conference ports can be added in increments of [coming soon].
You will need a bi-directional SIP trunk between the IP PBX and the USN.
Inbound to USN: Set up a hunt group with number of channels equal to number of ports on the USN. Assign a lead dial in number to the hunt group. For example, for a 60 port system set up a hunt group with 60 channels.
Outbound from USN: Calls originating from USN will be received by the IP PBX which in turn will route them to either internal extensions or to external PSTN numbers.
If you dial the assigned lead number and hear a prompt requesting you to enter an Access Code, the system’s voice application is in operational state.
If you enter an Access Code, but you hear ‘this Access Code is not valid’, that indicates that the conference application ports are not licensed. In that case please contact your system administrator.
If you enter the IP address or the URL assigned to the system in your browser and get to the login page that indicates that all the data networking aspects are provisioned correctly.
Yes, a customer can upload their own logo in place of XOP’s logo via the System Configuration page on the admin interface.
The system automatically generates a usage and system audit report every midnight. It captures previous day’s usage data. The report also tabulates month to date and year to date reports. These reports give sufficient information to the administrator so that he/she can determine if additional capacity is needed.
In addition to the usage report, data is provided on the status of various components of the system such as Hard disk drives, Operating system etc.
A system administrator can set up various queries to determine usage by individual moderators, by service type etc.
Different businesses have peaks at different times. The administrator can watch all calls on the Real View link. Visually, he/she will be able to tell if the system is running close to its maximum capacity or not.
The system announcements are recorded in RIFF (little-endian) data, WAV audio, Microsoft PCM, 16 bit, mono, 8000 Hz format.
Yes, a system administrator can load a different welcome.wav voice file in place of the default welcome prompt. This custom prompt can be uploaded using System Setting page under Administrator menu.
+ TROUBLESHOOTING QUESTIONS
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | It appears that all credentials are failing including email addresses but when we go to access the system, we are able to get in. Does not make any sense, it acts like everything we programmed disappeared yet it appears to work. | Credentials are changed mistakenly | Default login credentials for NMC is admin and admin as the account ID and password respectively. However, users can change password again – please call XOP support team for further instructions. |
Following issues are referred to the details written in this document – The NMC Troubleshooting Guide.
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. | Server is deployed in private network – not allow STUN server to exploit the external IP address. Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Replaced old IP with new IP address to resolve the issue. |
| 2 | On System Status Page Voice Service says Not Running | Full hard drive partition(s) System interruption | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.2. If the restart fails, contact XOP Customer Support for Assistance. |
| 3 | Not able to log into the web server | Full hard drive partition(s) System Connectivity | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.3. If the status is running, then there is a network issue, contact your IT support. If not running, see section 5.1.7 Then try to log in again. If unsuccessful contact XOP Customer Support for Assistance. |
| 4 | Not getting any emails from the server | The mail relay server IP address may not be configured properly | See section 7.5.1 and section 5.3.1 |
| 5 | Time is not synchronized | NTP | |
| 6 | LDAP user could not login | LDAP | |
| 7 | Text message is not sent | SMS |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Users obtained NMC license from LMS server, but NMC server rejected the license. | License was generated wrong Hardware ID. | License file is needed to generate for specific hardware address (case sensitive) so you need to Generate/download new licence file.
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. Server is deployed in private network – not allow STUN server to exploit the external IP address. | Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Need to replace the old IP with the new IP address to resolve the issue |
| 2 | After calling, I hear the ‘Welcome to …’ prompt, but USN does not accept any Access Codes. | License has expired Audio conference service may not be licensed. Eth0 is not in service so license does not recognize system. | Check Licensing Tab under System Configuration Page. Confirm no expiration date is shown. Then use Webmin custom command to check for a date in HMP portion of license. See section 5.3.7 search for string ‘ handler‘. See section 5.2 to confirm eth0 is in service |
| 3 | When I call into a conference room, I hear ‘echo’ | If callers are very close to each other and using speaker phones, the audio from active speaker also get fed from a secondary caller’s phone into the bridge. This produces perception of echo. | Maintain a minimum distance of at least 5 feet between phone users, especially if speaker phones are being used. |
| 4 | When I call into a conference room, I hear ‘helicopter’ noise | There may be calls from a previous conference that are still connected between the PBX and the USN. This can lead to a circular loop that will build up the noise in a conference room. | Please make sure that PBX drops a caller’s line coming into the bridge after the caller has hung up. This condition can be verified by checking RealView. If there are calls that were not dropped, use the disconnect link on Realview to force a disconnect. |
| 5 | I tried to use iCAL button to send the meeting invitation, but no email was sent. | Your PC’s Outlook Calendar function may have been reset or set inappropriately. The iCAL facility needs to be enabled. | In Calendar, on the Tools menu, click Options, and then click Calendar Options. Under Advanced options, select the “When sending meeting requests over the Internet, use iCalendar format check box”. |
| 6 | Cannot dial out to bring additional people into a conference | The SIP trunk may be set up for inbound traffic only. | Please check with PBX/CO person. The trunks need to set for full duplex operation for this feature to work. |
| 7 | Hear bursts of noise after someone stops speaking in a conference. | HMP.Uconfig file is missing. HMP.Uconfig values need adjustment for that location | Reapply the license. This will reinstall the Hmp.Uconfig file Please bring this to the attention of XOP Customer Support for Assistance. |
| 8 | When I call into the bridge, it prompts me for an Access Code. The Access Code I enter gets rejected. | Access Code is probably for a scheduled conference so it is only valid during the time of the conference plus the Lobby time. The code will be rejected as invalid unless it is entered in the correct time window Some phones or phone systems distort DTMF, sending the system incorrect digits. The USN may not have correct license for the audio conferencing. | Confirm Access Code in question was tried during a time for which it was valid. Use the System Events in the GUI (BAD PIN) or tlog command to view the DTMF digits the system is detecting. Look for a single digit that was distorted into multiples or missing digits Please bring this to the attention of NTAC. |
| 9 | Intermittent choppy audio or other noise impairment in the audio conference. TIP: Request a recording of the conference when the noise is present. | Ethernet interface may be running in half duplex mode. Network not optimized for voice External Source injecting noise into the conference. | Confirm that all network elements the voice traffic crosses are configured to be full duplex. Confirm that the RTP packets coming from the USN have been marked as voice. Try muting the conference using 43#, does interference stop? If so use RealView to unmute lines one at a time to find the source of the spurious noise. |
| 10 | I set up my conference for recording but nothing is getting recorded. | Recording capability needs to be enabled on the admin side | Confirm that system has recording enabled for the moderator. |
| 11 | I am not able to schedule conferences | Scheduling capability needs to be enabled on the admin side | Make sure that ‘schedule port usage field’ is selected on System Configuration page.. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When I trigger a Firebar, the calls are being dialed out. If a call is picked up by an answering machine, I hear the answering machine welcome message | The NMC allows a moderator to select ‘disconnect answering machines’ on the advanced page for FB application | Select ‘disconnect answering machines’ settings. The system will automatically prevent answering machines from joining an ongoing audio conferencing. Alternately, select ‘any digit’ and only people who press a digit will be able to enter the conference. |
| 2 | I understand the system can SMS text messages | The system supports SMPP interface to external SMSCs. | This capability requires an account with a cellular network SMSC service provider. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When user triggers Mass Notification, user hears “action is not available”. | No NMC extension is assigned for outgoing call. |
|
| 2 | Far end callers is not receiving call. | NMC is sending calls too fast. | Some PBXes could not handle the call load. To slow down the dialout call rate:
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | We are testing screen sharing. I can share my screen, but the other person only sees the below screenshot. I lowered the resolution as low as I could and still nothing. We are all internal here so firewall shouldn’t be an issue. | SSL Certification is not complete. | This is because of the certificate that did not include the bundle certification. For XOP WebRTC to work properly, it required bundle certificate. • Move current certificate to the BKUP folder • Append the bundle certificate to server.crt ‘cat sf_bundle.crt >> server.crt’ • Verify the file appended correctly. • Change wss and dtls-srtp.pem files in /home/matrix/certs/ • Back up these two pem file to BKUP folder • Remove wss.pem file • Create new dtls-srtp.pem with /home/wwwrun/etc/server.crt /home/wwwrun/etc/server.key > dtls-srtp.pem • Verify dtls-srtp.pem to have server.crt and server.key appended to it. • Make a symbolic link to the wss.pem ‘ln –s dtls-srtp.pem wss.pem’ |
| 2 | Unable to upload a document | PDF is password protected and / or encrypted Document is too large | Upload of secure PDF’s is not supported. Maximum upload size is 10M or 300 pages |
| 3 | Document is ‘Distorted’ during upload / conversion. Fonts are changed, spacing is different, diagrams or objects are missing | All uploaded documents are converted to jpeg format to be displayed. Certain fonts and objects do not convert properly due to Microsoft Patent / Trademark issues | The best resolution is to use the Save as PDF feature that is standard in Office 2007 and 2010. PDF documents convert to jpeg without distortion. A third party pdf converter such as cute PDF can also be used. |
| 4 | Power Point animations / transitions are not working after upload. | Animations and Transitions are removed during the conversion process. | To preserve transitions and animations, the presenter must share their desktop and use slide show mode. |
| 5 | Remote Desktop View is not full screen for participant | Resolution difference between displays Aspect Ratio difference between displays | The participant can see the display in actual size. If the shared desktop is lower resolution or smaller, it will not expand past actual size The aspect ratio of the shared desktop is maintained so if a 4:3 display is shared to a 16:9 display or vice versa, the height will be a limiting factor that can prevent the image from being displayed full size. |
| 6 | Noticeable Lag on Participant side when desktop sharing | Insufficient Bandwidth at USN Insufficient Bandwidth at Participant PC | each participant. Total bandwidth required = 300Kbits/s * n where n is the number of participants. Run a speed test to determine available bandwidth The participant must have at least 300Kbits/s available. Run a speed test to determine available bandwidth |
| 7 | Methods for reducing the Bandwidth required for Web Conference. | Documents whenever possible. Use Region Share Reduce the resolution Reduce the color depth Simplify the Image | Uploaded documents require almost no bandwidth after the initial upload. The bigger the area shared, the more bandwidth required. If viewing the whole desktop is not required use Region Share The lower the resolution of the presenters screen, the smaller the bandwidth required. 1024 X 768 is a common size that should display well for all attendees Reducing the screen color depth to 16 bit from 32 bit halves the required bandwidth Switch the desktop to a solid color, instead of a complex image. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Realview won’t show name for participants. | Realview Setting for Caller Name is not set. | In Realview, there is Settings button on the upper right corner, set ‘Show Caller Name’ to ON. |
| 2 | Realview won’t lookup address book for caller name. | Old software | Need new software upgrades. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Godaddy rejects the CSR we create because it needs a minimum of 2048-bit encryption. | Old software | Please upgrade latest NMC software. |
+ MISCELLANEOUS
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | It appears that all credentials are failing including email addresses but when we go to access the system, we are able to get in. Does not make any sense, it acts like everything we programmed disappeared yet it appears to work. | Credentials are changed mistakenly | Default login credentials for NMC is admin and admin as the account ID and password respectively. However, users can change password again – please call XOP support team for further instructions. |
Following issues are referred to the details written in this document – The NMC Troubleshooting Guide.
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. | Server is deployed in private network – not allow STUN server to exploit the external IP address. Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Replaced old IP with new IP address to resolve the issue. |
| 2 | On System Status Page Voice Service says Not Running | Full hard drive partition(s) System interruption | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.2. If the restart fails, contact XOP Customer Support for Assistance. |
| 3 | Not able to log into the web server | Full hard drive partition(s) System Connectivity | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.3. If the status is running, then there is a network issue, contact your IT support. If not running, see section 5.1.7 Then try to log in again. If unsuccessful contact XOP Customer Support for Assistance. |
| 4 | Not getting any emails from the server | The mail relay server IP address may not be configured properly | See section 7.5.1 and section 5.3.1 |
| 5 | Time is not synchronized | NTP | |
| 6 | LDAP user could not login | LDAP | |
| 7 | Text message is not sent | SMS |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Users obtained NMC license from LMS server, but NMC server rejected the license. | License was generated wrong Hardware ID. | License file is needed to generate for specific hardware address (case sensitive) so you need to Generate/download new licence file.
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. Server is deployed in private network – not allow STUN server to exploit the external IP address. | Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Need to replace the old IP with the new IP address to resolve the issue |
| 2 | After calling, I hear the ‘Welcome to …’ prompt, but USN does not accept any Access Codes. | License has expired Audio conference service may not be licensed. Eth0 is not in service so license does not recognize system. | Check Licensing Tab under System Configuration Page. Confirm no expiration date is shown. Then use Webmin custom command to check for a date in HMP portion of license. See section 5.3.7 search for string ‘ handler‘. See section 5.2 to confirm eth0 is in service |
| 3 | When I call into a conference room, I hear ‘echo’ | If callers are very close to each other and using speaker phones, the audio from active speaker also get fed from a secondary caller’s phone into the bridge. This produces perception of echo. | Maintain a minimum distance of at least 5 feet between phone users, especially if speaker phones are being used. |
| 4 | When I call into a conference room, I hear ‘helicopter’ noise | There may be calls from a previous conference that are still connected between the PBX and the USN. This can lead to a circular loop that will build up the noise in a conference room. | Please make sure that PBX drops a caller’s line coming into the bridge after the caller has hung up. This condition can be verified by checking RealView. If there are calls that were not dropped, use the disconnect link on Realview to force a disconnect. |
| 5 | I tried to use iCAL button to send the meeting invitation, but no email was sent. | Your PC’s Outlook Calendar function may have been reset or set inappropriately. The iCAL facility needs to be enabled. | In Calendar, on the Tools menu, click Options, and then click Calendar Options. Under Advanced options, select the “When sending meeting requests over the Internet, use iCalendar format check box”. |
| 6 | Cannot dial out to bring additional people into a conference | The SIP trunk may be set up for inbound traffic only. | Please check with PBX/CO person. The trunks need to set for full duplex operation for this feature to work. |
| 7 | Hear bursts of noise after someone stops speaking in a conference. | HMP.Uconfig file is missing. HMP.Uconfig values need adjustment for that location | Reapply the license. This will reinstall the Hmp.Uconfig file Please bring this to the attention of XOP Customer Support for Assistance. |
| 8 | When I call into the bridge, it prompts me for an Access Code. The Access Code I enter gets rejected. | Access Code is probably for a scheduled conference so it is only valid during the time of the conference plus the Lobby time. The code will be rejected as invalid unless it is entered in the correct time window Some phones or phone systems distort DTMF, sending the system incorrect digits. The USN may not have correct license for the audio conferencing. | Confirm Access Code in question was tried during a time for which it was valid. Use the System Events in the GUI (BAD PIN) or tlog command to view the DTMF digits the system is detecting. Look for a single digit that was distorted into multiples or missing digits Please bring this to the attention of NTAC. |
| 9 | Intermittent choppy audio or other noise impairment in the audio conference. TIP: Request a recording of the conference when the noise is present. | Ethernet interface may be running in half duplex mode. Network not optimized for voice External Source injecting noise into the conference. | Confirm that all network elements the voice traffic crosses are configured to be full duplex. Confirm that the RTP packets coming from the USN have been marked as voice. Try muting the conference using 43#, does interference stop? If so use RealView to unmute lines one at a time to find the source of the spurious noise. |
| 10 | I set up my conference for recording but nothing is getting recorded. | Recording capability needs to be enabled on the admin side | Confirm that system has recording enabled for the moderator. |
| 11 | I am not able to schedule conferences | Scheduling capability needs to be enabled on the admin side | Make sure that ‘schedule port usage field’ is selected on System Configuration page.. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When I trigger a Firebar, the calls are being dialed out. If a call is picked up by an answering machine, I hear the answering machine welcome message | The NMC allows a moderator to select ‘disconnect answering machines’ on the advanced page for FB application | Select ‘disconnect answering machines’ settings. The system will automatically prevent answering machines from joining an ongoing audio conferencing. Alternately, select ‘any digit’ and only people who press a digit will be able to enter the conference. |
| 2 | I understand the system can SMS text messages | The system supports SMPP interface to external SMSCs. | This capability requires an account with a cellular network SMSC service provider. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When user triggers Mass Notification, user hears “action is not available”. | No NMC extension is assigned for outgoing call. |
|
| 2 | Far end callers is not receiving call. | NMC is sending calls too fast. | Some PBXes could not handle the call load. To slow down the dialout call rate:
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | We are testing screen sharing. I can share my screen, but the other person only sees the below screenshot. I lowered the resolution as low as I could and still nothing. We are all internal here so firewall shouldn’t be an issue. | SSL Certification is not complete. | This is because of the certificate that did not include the bundle certification. For XOP WebRTC to work properly, it required bundle certificate. • Move current certificate to the BKUP folder • Append the bundle certificate to server.crt ‘cat sf_bundle.crt >> server.crt’ • Verify the file appended correctly. • Change wss and dtls-srtp.pem files in /home/matrix/certs/ • Back up these two pem file to BKUP folder • Remove wss.pem file • Create new dtls-srtp.pem with /home/wwwrun/etc/server.crt /home/wwwrun/etc/server.key > dtls-srtp.pem • Verify dtls-srtp.pem to have server.crt and server.key appended to it. • Make a symbolic link to the wss.pem ‘ln –s dtls-srtp.pem wss.pem’ |
| 2 | Unable to upload a document | PDF is password protected and / or encrypted Document is too large | Upload of secure PDF’s is not supported. Maximum upload size is 10M or 300 pages |
| 3 | Document is ‘Distorted’ during upload / conversion. Fonts are changed, spacing is different, diagrams or objects are missing | All uploaded documents are converted to jpeg format to be displayed. Certain fonts and objects do not convert properly due to Microsoft Patent / Trademark issues | The best resolution is to use the Save as PDF feature that is standard in Office 2007 and 2010. PDF documents convert to jpeg without distortion. A third party pdf converter such as cute PDF can also be used. |
| 4 | Power Point animations / transitions are not working after upload. | Animations and Transitions are removed during the conversion process. | To preserve transitions and animations, the presenter must share their desktop and use slide show mode. |
| 5 | Remote Desktop View is not full screen for participant | Resolution difference between displays Aspect Ratio difference between displays | The participant can see the display in actual size. If the shared desktop is lower resolution or smaller, it will not expand past actual size The aspect ratio of the shared desktop is maintained so if a 4:3 display is shared to a 16:9 display or vice versa, the height will be a limiting factor that can prevent the image from being displayed full size. |
| 6 | Noticeable Lag on Participant side when desktop sharing | Insufficient Bandwidth at USN Insufficient Bandwidth at Participant PC | each participant. Total bandwidth required = 300Kbits/s * n where n is the number of participants. Run a speed test to determine available bandwidth The participant must have at least 300Kbits/s available. Run a speed test to determine available bandwidth |
| 7 | Methods for reducing the Bandwidth required for Web Conference. | Documents whenever possible. Use Region Share Reduce the resolution Reduce the color depth Simplify the Image | Uploaded documents require almost no bandwidth after the initial upload. The bigger the area shared, the more bandwidth required. If viewing the whole desktop is not required use Region Share The lower the resolution of the presenters screen, the smaller the bandwidth required. 1024 X 768 is a common size that should display well for all attendees Reducing the screen color depth to 16 bit from 32 bit halves the required bandwidth Switch the desktop to a solid color, instead of a complex image. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Realview won’t show name for participants. | Realview Setting for Caller Name is not set. | In Realview, there is Settings button on the upper right corner, set ‘Show Caller Name’ to ON. |
| 2 | Realview won’t lookup address book for caller name. | Old software | Need new software upgrades. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Godaddy rejects the CSR we create because it needs a minimum of 2048-bit encryption. | Old software | Please upgrade latest NMC software. |
+ INSTALLATION QUESTIONS
There are couple options that users can install USN in VMware environments:
- Deploy USN using DVD iso
- Deploy USN using OVA image
The NMC is shipped using Dell R-210, R-610, R-710 industrial grade servers or HP DL 360, DL-380 or DL-580 servers. Following provides the server configuration and maximum number of audio and web conferencing ports supported by each.
The server configuration: Dual Core CPU (Intel i3-2100), 3.2 GHz, Hyper Threading, 4 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant power supplies.
The maximum number ports supported are: 60 Audio Conference Ports and 30 Web Conference Ports.
The server configuration: Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 120 Audio Conference Ports and 60 Web Conference Ports.
The server configuration: Dual Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 360 Audio Conference Ports and 120 Web Conference Ports.
Yes, that is supported. XOP can provide you detailed installations instructions.
nec recommends that nmc be used only with PBXs/IP PBXs and switches that are listed in its Interoperability Guide.
NEC recommends that USN be deployed only behind IP PBX platform.
Yes, the USN requires a public IP address as its web portal and web conferencing applications need to be accessed by people that are outside the office. Typically the NMC is deployed a company’s firewall and is assigned a private IP address. The public IP assigned to the NMC is then NAT’ed to the private IP address.
The USN supports G.711 and G.729 a/b Codecs.
Yes, that is supported. Please contact XOP customer support for additional software for supporting database replication and high availability hot/standby package.
Yes, the USN servers should be connected to stable power sources.
Dell servers are equipped with out of band management port called Dell Remote Access Controller (DRAC). The DRAC port is an additional RJ-45 port available on Dell servers. This interface is used for remote monitoring and control of the server. It is recommended that this interface be accessible by XOP customer support.
The Audio Conference ports can be added in increments of [coming soon].
The Web Conference ports can be added in increments of [coming soon].
You will need a bi-directional SIP trunk between the IP PBX and the USN.
Inbound to USN: Set up a hunt group with number of channels equal to number of ports on the USN. Assign a lead dial in number to the hunt group. For example, for a 60 port system set up a hunt group with 60 channels.
Outbound from USN: Calls originating from USN will be received by the IP PBX which in turn will route them to either internal extensions or to external PSTN numbers.
If you dial the assigned lead number and hear a prompt requesting you to enter an Access Code, the system’s voice application is in operational state.
If you enter an Access Code, but you hear ‘this Access Code is not valid’, that indicates that the conference application ports are not licensed. In that case please contact your system administrator.
If you enter the IP address or the URL assigned to the system in your browser and get to the login page that indicates that all the data networking aspects are provisioned correctly.
Yes, a customer can upload their own logo in place of XOP’s logo via the System Configuration page on the admin interface.
The system automatically generates a usage and system audit report every midnight. It captures previous day’s usage data. The report also tabulates month to date and year to date reports. These reports give sufficient information to the administrator so that he/she can determine if additional capacity is needed.
In addition to the usage report, data is provided on the status of various components of the system such as Hard disk drives, Operating system etc.
A system administrator can set up various queries to determine usage by individual moderators, by service type etc.
Different businesses have peaks at different times. The administrator can watch all calls on the Real View link. Visually, he/she will be able to tell if the system is running close to its maximum capacity or not.
The system announcements are recorded in RIFF (little-endian) data, WAV audio, Microsoft PCM, 16 bit, mono, 8000 Hz format.
Yes, a system administrator can load a different welcome.wav voice file in place of the default welcome prompt. This custom prompt can be uploaded using System Setting page under Administrator menu.
+ LICENSE QUESTIONS
There are couple options that users can install USN in VMware environments:
- Deploy USN using DVD iso
- Deploy USN using OVA image
The NMC is shipped using Dell R-210, R-610, R-710 industrial grade servers or HP DL 360, DL-380 or DL-580 servers. Following provides the server configuration and maximum number of audio and web conferencing ports supported by each.
The server configuration: Dual Core CPU (Intel i3-2100), 3.2 GHz, Hyper Threading, 4 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant power supplies.
The maximum number ports supported are: 60 Audio Conference Ports and 30 Web Conference Ports.
The server configuration: Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 120 Audio Conference Ports and 60 Web Conference Ports.
The server configuration: Dual Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 360 Audio Conference Ports and 120 Web Conference Ports.
Yes, that is supported. XOP can provide you detailed installations instructions.
nec recommends that nmc be used only with PBXs/IP PBXs and switches that are listed in its Interoperability Guide.
NEC recommends that USN be deployed only behind IP PBX platform.
Yes, the USN requires a public IP address as its web portal and web conferencing applications need to be accessed by people that are outside the office. Typically the NMC is deployed a company’s firewall and is assigned a private IP address. The public IP assigned to the NMC is then NAT’ed to the private IP address.
The USN supports G.711 and G.729 a/b Codecs.
Yes, that is supported. Please contact XOP customer support for additional software for supporting database replication and high availability hot/standby package.
Yes, the USN servers should be connected to stable power sources.
Dell servers are equipped with out of band management port called Dell Remote Access Controller (DRAC). The DRAC port is an additional RJ-45 port available on Dell servers. This interface is used for remote monitoring and control of the server. It is recommended that this interface be accessible by XOP customer support.
The Audio Conference ports can be added in increments of [coming soon].
The Web Conference ports can be added in increments of [coming soon].
You will need a bi-directional SIP trunk between the IP PBX and the USN.
Inbound to USN: Set up a hunt group with number of channels equal to number of ports on the USN. Assign a lead dial in number to the hunt group. For example, for a 60 port system set up a hunt group with 60 channels.
Outbound from USN: Calls originating from USN will be received by the IP PBX which in turn will route them to either internal extensions or to external PSTN numbers.
If you dial the assigned lead number and hear a prompt requesting you to enter an Access Code, the system’s voice application is in operational state.
If you enter an Access Code, but you hear ‘this Access Code is not valid’, that indicates that the conference application ports are not licensed. In that case please contact your system administrator.
If you enter the IP address or the URL assigned to the system in your browser and get to the login page that indicates that all the data networking aspects are provisioned correctly.
Yes, a customer can upload their own logo in place of XOP’s logo via the System Configuration page on the admin interface.
The system automatically generates a usage and system audit report every midnight. It captures previous day’s usage data. The report also tabulates month to date and year to date reports. These reports give sufficient information to the administrator so that he/she can determine if additional capacity is needed.
In addition to the usage report, data is provided on the status of various components of the system such as Hard disk drives, Operating system etc.
A system administrator can set up various queries to determine usage by individual moderators, by service type etc.
Different businesses have peaks at different times. The administrator can watch all calls on the Real View link. Visually, he/she will be able to tell if the system is running close to its maximum capacity or not.
The system announcements are recorded in RIFF (little-endian) data, WAV audio, Microsoft PCM, 16 bit, mono, 8000 Hz format.
Yes, a system administrator can load a different welcome.wav voice file in place of the default welcome prompt. This custom prompt can be uploaded using System Setting page under Administrator menu.
+ TROUBLESHOOTING QUESTIONS
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | It appears that all credentials are failing including email addresses but when we go to access the system, we are able to get in. Does not make any sense, it acts like everything we programmed disappeared yet it appears to work. | Credentials are changed mistakenly | Default login credentials for NMC is admin and admin as the account ID and password respectively. However, users can change password again – please call XOP support team for further instructions. |
Following issues are referred to the details written in this document – The NMC Troubleshooting Guide.
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. | Server is deployed in private network – not allow STUN server to exploit the external IP address. Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Replaced old IP with new IP address to resolve the issue. |
| 2 | On System Status Page Voice Service says Not Running | Full hard drive partition(s) System interruption | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.2. If the restart fails, contact XOP Customer Support for Assistance. |
| 3 | Not able to log into the web server | Full hard drive partition(s) System Connectivity | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.3. If the status is running, then there is a network issue, contact your IT support. If not running, see section 5.1.7 Then try to log in again. If unsuccessful contact XOP Customer Support for Assistance. |
| 4 | Not getting any emails from the server | The mail relay server IP address may not be configured properly | See section 7.5.1 and section 5.3.1 |
| 5 | Time is not synchronized | NTP | |
| 6 | LDAP user could not login | LDAP | |
| 7 | Text message is not sent | SMS |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Users obtained NMC license from LMS server, but NMC server rejected the license. | License was generated wrong Hardware ID. | License file is needed to generate for specific hardware address (case sensitive) so you need to Generate/download new licence file.
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. Server is deployed in private network – not allow STUN server to exploit the external IP address. | Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Need to replace the old IP with the new IP address to resolve the issue |
| 2 | After calling, I hear the ‘Welcome to …’ prompt, but USN does not accept any Access Codes. | License has expired Audio conference service may not be licensed. Eth0 is not in service so license does not recognize system. | Check Licensing Tab under System Configuration Page. Confirm no expiration date is shown. Then use Webmin custom command to check for a date in HMP portion of license. See section 5.3.7 search for string ‘ handler‘. See section 5.2 to confirm eth0 is in service |
| 3 | When I call into a conference room, I hear ‘echo’ | If callers are very close to each other and using speaker phones, the audio from active speaker also get fed from a secondary caller’s phone into the bridge. This produces perception of echo. | Maintain a minimum distance of at least 5 feet between phone users, especially if speaker phones are being used. |
| 4 | When I call into a conference room, I hear ‘helicopter’ noise | There may be calls from a previous conference that are still connected between the PBX and the USN. This can lead to a circular loop that will build up the noise in a conference room. | Please make sure that PBX drops a caller’s line coming into the bridge after the caller has hung up. This condition can be verified by checking RealView. If there are calls that were not dropped, use the disconnect link on Realview to force a disconnect. |
| 5 | I tried to use iCAL button to send the meeting invitation, but no email was sent. | Your PC’s Outlook Calendar function may have been reset or set inappropriately. The iCAL facility needs to be enabled. | In Calendar, on the Tools menu, click Options, and then click Calendar Options. Under Advanced options, select the “When sending meeting requests over the Internet, use iCalendar format check box”. |
| 6 | Cannot dial out to bring additional people into a conference | The SIP trunk may be set up for inbound traffic only. | Please check with PBX/CO person. The trunks need to set for full duplex operation for this feature to work. |
| 7 | Hear bursts of noise after someone stops speaking in a conference. | HMP.Uconfig file is missing. HMP.Uconfig values need adjustment for that location | Reapply the license. This will reinstall the Hmp.Uconfig file Please bring this to the attention of XOP Customer Support for Assistance. |
| 8 | When I call into the bridge, it prompts me for an Access Code. The Access Code I enter gets rejected. | Access Code is probably for a scheduled conference so it is only valid during the time of the conference plus the Lobby time. The code will be rejected as invalid unless it is entered in the correct time window Some phones or phone systems distort DTMF, sending the system incorrect digits. The USN may not have correct license for the audio conferencing. | Confirm Access Code in question was tried during a time for which it was valid. Use the System Events in the GUI (BAD PIN) or tlog command to view the DTMF digits the system is detecting. Look for a single digit that was distorted into multiples or missing digits Please bring this to the attention of NTAC. |
| 9 | Intermittent choppy audio or other noise impairment in the audio conference. TIP: Request a recording of the conference when the noise is present. | Ethernet interface may be running in half duplex mode. Network not optimized for voice External Source injecting noise into the conference. | Confirm that all network elements the voice traffic crosses are configured to be full duplex. Confirm that the RTP packets coming from the USN have been marked as voice. Try muting the conference using 43#, does interference stop? If so use RealView to unmute lines one at a time to find the source of the spurious noise. |
| 10 | I set up my conference for recording but nothing is getting recorded. | Recording capability needs to be enabled on the admin side | Confirm that system has recording enabled for the moderator. |
| 11 | I am not able to schedule conferences | Scheduling capability needs to be enabled on the admin side | Make sure that ‘schedule port usage field’ is selected on System Configuration page.. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When I trigger a Firebar, the calls are being dialed out. If a call is picked up by an answering machine, I hear the answering machine welcome message | The NMC allows a moderator to select ‘disconnect answering machines’ on the advanced page for FB application | Select ‘disconnect answering machines’ settings. The system will automatically prevent answering machines from joining an ongoing audio conferencing. Alternately, select ‘any digit’ and only people who press a digit will be able to enter the conference. |
| 2 | I understand the system can SMS text messages | The system supports SMPP interface to external SMSCs. | This capability requires an account with a cellular network SMSC service provider. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When user triggers Mass Notification, user hears “action is not available”. | No NMC extension is assigned for outgoing call. |
|
| 2 | Far end callers is not receiving call. | NMC is sending calls too fast. | Some PBXes could not handle the call load. To slow down the dialout call rate:
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | We are testing screen sharing. I can share my screen, but the other person only sees the below screenshot. I lowered the resolution as low as I could and still nothing. We are all internal here so firewall shouldn’t be an issue. | SSL Certification is not complete. | This is because of the certificate that did not include the bundle certification. For XOP WebRTC to work properly, it required bundle certificate. • Move current certificate to the BKUP folder • Append the bundle certificate to server.crt ‘cat sf_bundle.crt >> server.crt’ • Verify the file appended correctly. • Change wss and dtls-srtp.pem files in /home/matrix/certs/ • Back up these two pem file to BKUP folder • Remove wss.pem file • Create new dtls-srtp.pem with /home/wwwrun/etc/server.crt /home/wwwrun/etc/server.key > dtls-srtp.pem • Verify dtls-srtp.pem to have server.crt and server.key appended to it. • Make a symbolic link to the wss.pem ‘ln –s dtls-srtp.pem wss.pem’ |
| 2 | Unable to upload a document | PDF is password protected and / or encrypted Document is too large | Upload of secure PDF’s is not supported. Maximum upload size is 10M or 300 pages |
| 3 | Document is ‘Distorted’ during upload / conversion. Fonts are changed, spacing is different, diagrams or objects are missing | All uploaded documents are converted to jpeg format to be displayed. Certain fonts and objects do not convert properly due to Microsoft Patent / Trademark issues | The best resolution is to use the Save as PDF feature that is standard in Office 2007 and 2010. PDF documents convert to jpeg without distortion. A third party pdf converter such as cute PDF can also be used. |
| 4 | Power Point animations / transitions are not working after upload. | Animations and Transitions are removed during the conversion process. | To preserve transitions and animations, the presenter must share their desktop and use slide show mode. |
| 5 | Remote Desktop View is not full screen for participant | Resolution difference between displays Aspect Ratio difference between displays | The participant can see the display in actual size. If the shared desktop is lower resolution or smaller, it will not expand past actual size The aspect ratio of the shared desktop is maintained so if a 4:3 display is shared to a 16:9 display or vice versa, the height will be a limiting factor that can prevent the image from being displayed full size. |
| 6 | Noticeable Lag on Participant side when desktop sharing | Insufficient Bandwidth at USN Insufficient Bandwidth at Participant PC | each participant. Total bandwidth required = 300Kbits/s * n where n is the number of participants. Run a speed test to determine available bandwidth The participant must have at least 300Kbits/s available. Run a speed test to determine available bandwidth |
| 7 | Methods for reducing the Bandwidth required for Web Conference. | Documents whenever possible. Use Region Share Reduce the resolution Reduce the color depth Simplify the Image | Uploaded documents require almost no bandwidth after the initial upload. The bigger the area shared, the more bandwidth required. If viewing the whole desktop is not required use Region Share The lower the resolution of the presenters screen, the smaller the bandwidth required. 1024 X 768 is a common size that should display well for all attendees Reducing the screen color depth to 16 bit from 32 bit halves the required bandwidth Switch the desktop to a solid color, instead of a complex image. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Realview won’t show name for participants. | Realview Setting for Caller Name is not set. | In Realview, there is Settings button on the upper right corner, set ‘Show Caller Name’ to ON. |
| 2 | Realview won’t lookup address book for caller name. | Old software | Need new software upgrades. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Godaddy rejects the CSR we create because it needs a minimum of 2048-bit encryption. | Old software | Please upgrade latest NMC software. |
+ MISCELLANEOUS
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | It appears that all credentials are failing including email addresses but when we go to access the system, we are able to get in. Does not make any sense, it acts like everything we programmed disappeared yet it appears to work. | Credentials are changed mistakenly | Default login credentials for NMC is admin and admin as the account ID and password respectively. However, users can change password again – please call XOP support team for further instructions. |
Following issues are referred to the details written in this document – The NMC Troubleshooting Guide.
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. | Server is deployed in private network – not allow STUN server to exploit the external IP address. Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Replaced old IP with new IP address to resolve the issue. |
| 2 | On System Status Page Voice Service says Not Running | Full hard drive partition(s) System interruption | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.2. If the restart fails, contact XOP Customer Support for Assistance. |
| 3 | Not able to log into the web server | Full hard drive partition(s) System Connectivity | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.3. If the status is running, then there is a network issue, contact your IT support. If not running, see section 5.1.7 Then try to log in again. If unsuccessful contact XOP Customer Support for Assistance. |
| 4 | Not getting any emails from the server | The mail relay server IP address may not be configured properly | See section 7.5.1 and section 5.3.1 |
| 5 | Time is not synchronized | NTP | |
| 6 | LDAP user could not login | LDAP | |
| 7 | Text message is not sent | SMS |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Users obtained NMC license from LMS server, but NMC server rejected the license. | License was generated wrong Hardware ID. | License file is needed to generate for specific hardware address (case sensitive) so you need to Generate/download new licence file.
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. Server is deployed in private network – not allow STUN server to exploit the external IP address. | Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Need to replace the old IP with the new IP address to resolve the issue |
| 2 | After calling, I hear the ‘Welcome to …’ prompt, but USN does not accept any Access Codes. | License has expired Audio conference service may not be licensed. Eth0 is not in service so license does not recognize system. | Check Licensing Tab under System Configuration Page. Confirm no expiration date is shown. Then use Webmin custom command to check for a date in HMP portion of license. See section 5.3.7 search for string ‘ handler‘. See section 5.2 to confirm eth0 is in service |
| 3 | When I call into a conference room, I hear ‘echo’ | If callers are very close to each other and using speaker phones, the audio from active speaker also get fed from a secondary caller’s phone into the bridge. This produces perception of echo. | Maintain a minimum distance of at least 5 feet between phone users, especially if speaker phones are being used. |
| 4 | When I call into a conference room, I hear ‘helicopter’ noise | There may be calls from a previous conference that are still connected between the PBX and the USN. This can lead to a circular loop that will build up the noise in a conference room. | Please make sure that PBX drops a caller’s line coming into the bridge after the caller has hung up. This condition can be verified by checking RealView. If there are calls that were not dropped, use the disconnect link on Realview to force a disconnect. |
| 5 | I tried to use iCAL button to send the meeting invitation, but no email was sent. | Your PC’s Outlook Calendar function may have been reset or set inappropriately. The iCAL facility needs to be enabled. | In Calendar, on the Tools menu, click Options, and then click Calendar Options. Under Advanced options, select the “When sending meeting requests over the Internet, use iCalendar format check box”. |
| 6 | Cannot dial out to bring additional people into a conference | The SIP trunk may be set up for inbound traffic only. | Please check with PBX/CO person. The trunks need to set for full duplex operation for this feature to work. |
| 7 | Hear bursts of noise after someone stops speaking in a conference. | HMP.Uconfig file is missing. HMP.Uconfig values need adjustment for that location | Reapply the license. This will reinstall the Hmp.Uconfig file Please bring this to the attention of XOP Customer Support for Assistance. |
| 8 | When I call into the bridge, it prompts me for an Access Code. The Access Code I enter gets rejected. | Access Code is probably for a scheduled conference so it is only valid during the time of the conference plus the Lobby time. The code will be rejected as invalid unless it is entered in the correct time window Some phones or phone systems distort DTMF, sending the system incorrect digits. The USN may not have correct license for the audio conferencing. | Confirm Access Code in question was tried during a time for which it was valid. Use the System Events in the GUI (BAD PIN) or tlog command to view the DTMF digits the system is detecting. Look for a single digit that was distorted into multiples or missing digits Please bring this to the attention of NTAC. |
| 9 | Intermittent choppy audio or other noise impairment in the audio conference. TIP: Request a recording of the conference when the noise is present. | Ethernet interface may be running in half duplex mode. Network not optimized for voice External Source injecting noise into the conference. | Confirm that all network elements the voice traffic crosses are configured to be full duplex. Confirm that the RTP packets coming from the USN have been marked as voice. Try muting the conference using 43#, does interference stop? If so use RealView to unmute lines one at a time to find the source of the spurious noise. |
| 10 | I set up my conference for recording but nothing is getting recorded. | Recording capability needs to be enabled on the admin side | Confirm that system has recording enabled for the moderator. |
| 11 | I am not able to schedule conferences | Scheduling capability needs to be enabled on the admin side | Make sure that ‘schedule port usage field’ is selected on System Configuration page.. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When I trigger a Firebar, the calls are being dialed out. If a call is picked up by an answering machine, I hear the answering machine welcome message | The NMC allows a moderator to select ‘disconnect answering machines’ on the advanced page for FB application | Select ‘disconnect answering machines’ settings. The system will automatically prevent answering machines from joining an ongoing audio conferencing. Alternately, select ‘any digit’ and only people who press a digit will be able to enter the conference. |
| 2 | I understand the system can SMS text messages | The system supports SMPP interface to external SMSCs. | This capability requires an account with a cellular network SMSC service provider. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When user triggers Mass Notification, user hears “action is not available”. | No NMC extension is assigned for outgoing call. |
|
| 2 | Far end callers is not receiving call. | NMC is sending calls too fast. | Some PBXes could not handle the call load. To slow down the dialout call rate:
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | We are testing screen sharing. I can share my screen, but the other person only sees the below screenshot. I lowered the resolution as low as I could and still nothing. We are all internal here so firewall shouldn’t be an issue. | SSL Certification is not complete. | This is because of the certificate that did not include the bundle certification. For XOP WebRTC to work properly, it required bundle certificate. • Move current certificate to the BKUP folder • Append the bundle certificate to server.crt ‘cat sf_bundle.crt >> server.crt’ • Verify the file appended correctly. • Change wss and dtls-srtp.pem files in /home/matrix/certs/ • Back up these two pem file to BKUP folder • Remove wss.pem file • Create new dtls-srtp.pem with /home/wwwrun/etc/server.crt /home/wwwrun/etc/server.key > dtls-srtp.pem • Verify dtls-srtp.pem to have server.crt and server.key appended to it. • Make a symbolic link to the wss.pem ‘ln –s dtls-srtp.pem wss.pem’ |
| 2 | Unable to upload a document | PDF is password protected and / or encrypted Document is too large | Upload of secure PDF’s is not supported. Maximum upload size is 10M or 300 pages |
| 3 | Document is ‘Distorted’ during upload / conversion. Fonts are changed, spacing is different, diagrams or objects are missing | All uploaded documents are converted to jpeg format to be displayed. Certain fonts and objects do not convert properly due to Microsoft Patent / Trademark issues | The best resolution is to use the Save as PDF feature that is standard in Office 2007 and 2010. PDF documents convert to jpeg without distortion. A third party pdf converter such as cute PDF can also be used. |
| 4 | Power Point animations / transitions are not working after upload. | Animations and Transitions are removed during the conversion process. | To preserve transitions and animations, the presenter must share their desktop and use slide show mode. |
| 5 | Remote Desktop View is not full screen for participant | Resolution difference between displays Aspect Ratio difference between displays | The participant can see the display in actual size. If the shared desktop is lower resolution or smaller, it will not expand past actual size The aspect ratio of the shared desktop is maintained so if a 4:3 display is shared to a 16:9 display or vice versa, the height will be a limiting factor that can prevent the image from being displayed full size. |
| 6 | Noticeable Lag on Participant side when desktop sharing | Insufficient Bandwidth at USN Insufficient Bandwidth at Participant PC | each participant. Total bandwidth required = 300Kbits/s * n where n is the number of participants. Run a speed test to determine available bandwidth The participant must have at least 300Kbits/s available. Run a speed test to determine available bandwidth |
| 7 | Methods for reducing the Bandwidth required for Web Conference. | Documents whenever possible. Use Region Share Reduce the resolution Reduce the color depth Simplify the Image | Uploaded documents require almost no bandwidth after the initial upload. The bigger the area shared, the more bandwidth required. If viewing the whole desktop is not required use Region Share The lower the resolution of the presenters screen, the smaller the bandwidth required. 1024 X 768 is a common size that should display well for all attendees Reducing the screen color depth to 16 bit from 32 bit halves the required bandwidth Switch the desktop to a solid color, instead of a complex image. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Realview won’t show name for participants. | Realview Setting for Caller Name is not set. | In Realview, there is Settings button on the upper right corner, set ‘Show Caller Name’ to ON. |
| 2 | Realview won’t lookup address book for caller name. | Old software | Need new software upgrades. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Godaddy rejects the CSR we create because it needs a minimum of 2048-bit encryption. | Old software | Please upgrade latest NMC software. |
+ INSTALLATION QUESTIONS
There are couple options that users can install USN in VMware environments:
- Deploy USN using DVD iso
- Deploy USN using OVA image
The NMC is shipped using Dell R-210, R-610, R-710 industrial grade servers or HP DL 360, DL-380 or DL-580 servers. Following provides the server configuration and maximum number of audio and web conferencing ports supported by each.
The server configuration: Dual Core CPU (Intel i3-2100), 3.2 GHz, Hyper Threading, 4 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant power supplies.
The maximum number ports supported are: 60 Audio Conference Ports and 30 Web Conference Ports.
The server configuration: Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 120 Audio Conference Ports and 60 Web Conference Ports.
The server configuration: Dual Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 360 Audio Conference Ports and 120 Web Conference Ports.
Yes, that is supported. XOP can provide you detailed installations instructions.
nec recommends that nmc be used only with PBXs/IP PBXs and switches that are listed in its Interoperability Guide.
NEC recommends that USN be deployed only behind IP PBX platform.
Yes, the USN requires a public IP address as its web portal and web conferencing applications need to be accessed by people that are outside the office. Typically the NMC is deployed a company’s firewall and is assigned a private IP address. The public IP assigned to the NMC is then NAT’ed to the private IP address.
The USN supports G.711 and G.729 a/b Codecs.
Yes, that is supported. Please contact XOP customer support for additional software for supporting database replication and high availability hot/standby package.
Yes, the USN servers should be connected to stable power sources.
Dell servers are equipped with out of band management port called Dell Remote Access Controller (DRAC). The DRAC port is an additional RJ-45 port available on Dell servers. This interface is used for remote monitoring and control of the server. It is recommended that this interface be accessible by XOP customer support.
The Audio Conference ports can be added in increments of [coming soon].
The Web Conference ports can be added in increments of [coming soon].
You will need a bi-directional SIP trunk between the IP PBX and the USN.
Inbound to USN: Set up a hunt group with number of channels equal to number of ports on the USN. Assign a lead dial in number to the hunt group. For example, for a 60 port system set up a hunt group with 60 channels.
Outbound from USN: Calls originating from USN will be received by the IP PBX which in turn will route them to either internal extensions or to external PSTN numbers.
If you dial the assigned lead number and hear a prompt requesting you to enter an Access Code, the system’s voice application is in operational state.
If you enter an Access Code, but you hear ‘this Access Code is not valid’, that indicates that the conference application ports are not licensed. In that case please contact your system administrator.
If you enter the IP address or the URL assigned to the system in your browser and get to the login page that indicates that all the data networking aspects are provisioned correctly.
Yes, a customer can upload their own logo in place of XOP’s logo via the System Configuration page on the admin interface.
The system automatically generates a usage and system audit report every midnight. It captures previous day’s usage data. The report also tabulates month to date and year to date reports. These reports give sufficient information to the administrator so that he/she can determine if additional capacity is needed.
In addition to the usage report, data is provided on the status of various components of the system such as Hard disk drives, Operating system etc.
A system administrator can set up various queries to determine usage by individual moderators, by service type etc.
Different businesses have peaks at different times. The administrator can watch all calls on the Real View link. Visually, he/she will be able to tell if the system is running close to its maximum capacity or not.
The system announcements are recorded in RIFF (little-endian) data, WAV audio, Microsoft PCM, 16 bit, mono, 8000 Hz format.
Yes, a system administrator can load a different welcome.wav voice file in place of the default welcome prompt. This custom prompt can be uploaded using System Setting page under Administrator menu.
+ LICENSE QUESTIONS
There are couple options that users can install USN in VMware environments:
- Deploy USN using DVD iso
- Deploy USN using OVA image
The NMC is shipped using Dell R-210, R-610, R-710 industrial grade servers or HP DL 360, DL-380 or DL-580 servers. Following provides the server configuration and maximum number of audio and web conferencing ports supported by each.
The server configuration: Dual Core CPU (Intel i3-2100), 3.2 GHz, Hyper Threading, 4 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant power supplies.
The maximum number ports supported are: 60 Audio Conference Ports and 30 Web Conference Ports.
The server configuration: Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 120 Audio Conference Ports and 60 Web Conference Ports.
The server configuration: Dual Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 360 Audio Conference Ports and 120 Web Conference Ports.
Yes, that is supported. XOP can provide you detailed installations instructions.
nec recommends that nmc be used only with PBXs/IP PBXs and switches that are listed in its Interoperability Guide.
NEC recommends that USN be deployed only behind IP PBX platform.
Yes, the USN requires a public IP address as its web portal and web conferencing applications need to be accessed by people that are outside the office. Typically the NMC is deployed a company’s firewall and is assigned a private IP address. The public IP assigned to the NMC is then NAT’ed to the private IP address.
The USN supports G.711 and G.729 a/b Codecs.
Yes, that is supported. Please contact XOP customer support for additional software for supporting database replication and high availability hot/standby package.
Yes, the USN servers should be connected to stable power sources.
Dell servers are equipped with out of band management port called Dell Remote Access Controller (DRAC). The DRAC port is an additional RJ-45 port available on Dell servers. This interface is used for remote monitoring and control of the server. It is recommended that this interface be accessible by XOP customer support.
The Audio Conference ports can be added in increments of [coming soon].
The Web Conference ports can be added in increments of [coming soon].
You will need a bi-directional SIP trunk between the IP PBX and the USN.
Inbound to USN: Set up a hunt group with number of channels equal to number of ports on the USN. Assign a lead dial in number to the hunt group. For example, for a 60 port system set up a hunt group with 60 channels.
Outbound from USN: Calls originating from USN will be received by the IP PBX which in turn will route them to either internal extensions or to external PSTN numbers.
If you dial the assigned lead number and hear a prompt requesting you to enter an Access Code, the system’s voice application is in operational state.
If you enter an Access Code, but you hear ‘this Access Code is not valid’, that indicates that the conference application ports are not licensed. In that case please contact your system administrator.
If you enter the IP address or the URL assigned to the system in your browser and get to the login page that indicates that all the data networking aspects are provisioned correctly.
Yes, a customer can upload their own logo in place of XOP’s logo via the System Configuration page on the admin interface.
The system automatically generates a usage and system audit report every midnight. It captures previous day’s usage data. The report also tabulates month to date and year to date reports. These reports give sufficient information to the administrator so that he/she can determine if additional capacity is needed.
In addition to the usage report, data is provided on the status of various components of the system such as Hard disk drives, Operating system etc.
A system administrator can set up various queries to determine usage by individual moderators, by service type etc.
Different businesses have peaks at different times. The administrator can watch all calls on the Real View link. Visually, he/she will be able to tell if the system is running close to its maximum capacity or not.
The system announcements are recorded in RIFF (little-endian) data, WAV audio, Microsoft PCM, 16 bit, mono, 8000 Hz format.
Yes, a system administrator can load a different welcome.wav voice file in place of the default welcome prompt. This custom prompt can be uploaded using System Setting page under Administrator menu.
+ TROUBLESHOOTING QUESTIONS
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | It appears that all credentials are failing including email addresses but when we go to access the system, we are able to get in. Does not make any sense, it acts like everything we programmed disappeared yet it appears to work. | Credentials are changed mistakenly | Default login credentials for NMC is admin and admin as the account ID and password respectively. However, users can change password again – please call XOP support team for further instructions. |
Following issues are referred to the details written in this document – The NMC Troubleshooting Guide.
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. | Server is deployed in private network – not allow STUN server to exploit the external IP address. Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Replaced old IP with new IP address to resolve the issue. |
| 2 | On System Status Page Voice Service says Not Running | Full hard drive partition(s) System interruption | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.2. If the restart fails, contact XOP Customer Support for Assistance. |
| 3 | Not able to log into the web server | Full hard drive partition(s) System Connectivity | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.3. If the status is running, then there is a network issue, contact your IT support. If not running, see section 5.1.7 Then try to log in again. If unsuccessful contact XOP Customer Support for Assistance. |
| 4 | Not getting any emails from the server | The mail relay server IP address may not be configured properly | See section 7.5.1 and section 5.3.1 |
| 5 | Time is not synchronized | NTP | |
| 6 | LDAP user could not login | LDAP | |
| 7 | Text message is not sent | SMS |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Users obtained NMC license from LMS server, but NMC server rejected the license. | License was generated wrong Hardware ID. | License file is needed to generate for specific hardware address (case sensitive) so you need to Generate/download new licence file.
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. Server is deployed in private network – not allow STUN server to exploit the external IP address. | Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Need to replace the old IP with the new IP address to resolve the issue |
| 2 | After calling, I hear the ‘Welcome to …’ prompt, but USN does not accept any Access Codes. | License has expired Audio conference service may not be licensed. Eth0 is not in service so license does not recognize system. | Check Licensing Tab under System Configuration Page. Confirm no expiration date is shown. Then use Webmin custom command to check for a date in HMP portion of license. See section 5.3.7 search for string ‘ handler‘. See section 5.2 to confirm eth0 is in service |
| 3 | When I call into a conference room, I hear ‘echo’ | If callers are very close to each other and using speaker phones, the audio from active speaker also get fed from a secondary caller’s phone into the bridge. This produces perception of echo. | Maintain a minimum distance of at least 5 feet between phone users, especially if speaker phones are being used. |
| 4 | When I call into a conference room, I hear ‘helicopter’ noise | There may be calls from a previous conference that are still connected between the PBX and the USN. This can lead to a circular loop that will build up the noise in a conference room. | Please make sure that PBX drops a caller’s line coming into the bridge after the caller has hung up. This condition can be verified by checking RealView. If there are calls that were not dropped, use the disconnect link on Realview to force a disconnect. |
| 5 | I tried to use iCAL button to send the meeting invitation, but no email was sent. | Your PC’s Outlook Calendar function may have been reset or set inappropriately. The iCAL facility needs to be enabled. | In Calendar, on the Tools menu, click Options, and then click Calendar Options. Under Advanced options, select the “When sending meeting requests over the Internet, use iCalendar format check box”. |
| 6 | Cannot dial out to bring additional people into a conference | The SIP trunk may be set up for inbound traffic only. | Please check with PBX/CO person. The trunks need to set for full duplex operation for this feature to work. |
| 7 | Hear bursts of noise after someone stops speaking in a conference. | HMP.Uconfig file is missing. HMP.Uconfig values need adjustment for that location | Reapply the license. This will reinstall the Hmp.Uconfig file Please bring this to the attention of XOP Customer Support for Assistance. |
| 8 | When I call into the bridge, it prompts me for an Access Code. The Access Code I enter gets rejected. | Access Code is probably for a scheduled conference so it is only valid during the time of the conference plus the Lobby time. The code will be rejected as invalid unless it is entered in the correct time window Some phones or phone systems distort DTMF, sending the system incorrect digits. The USN may not have correct license for the audio conferencing. | Confirm Access Code in question was tried during a time for which it was valid. Use the System Events in the GUI (BAD PIN) or tlog command to view the DTMF digits the system is detecting. Look for a single digit that was distorted into multiples or missing digits Please bring this to the attention of NTAC. |
| 9 | Intermittent choppy audio or other noise impairment in the audio conference. TIP: Request a recording of the conference when the noise is present. | Ethernet interface may be running in half duplex mode. Network not optimized for voice External Source injecting noise into the conference. | Confirm that all network elements the voice traffic crosses are configured to be full duplex. Confirm that the RTP packets coming from the USN have been marked as voice. Try muting the conference using 43#, does interference stop? If so use RealView to unmute lines one at a time to find the source of the spurious noise. |
| 10 | I set up my conference for recording but nothing is getting recorded. | Recording capability needs to be enabled on the admin side | Confirm that system has recording enabled for the moderator. |
| 11 | I am not able to schedule conferences | Scheduling capability needs to be enabled on the admin side | Make sure that ‘schedule port usage field’ is selected on System Configuration page.. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When I trigger a Firebar, the calls are being dialed out. If a call is picked up by an answering machine, I hear the answering machine welcome message | The NMC allows a moderator to select ‘disconnect answering machines’ on the advanced page for FB application | Select ‘disconnect answering machines’ settings. The system will automatically prevent answering machines from joining an ongoing audio conferencing. Alternately, select ‘any digit’ and only people who press a digit will be able to enter the conference. |
| 2 | I understand the system can SMS text messages | The system supports SMPP interface to external SMSCs. | This capability requires an account with a cellular network SMSC service provider. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When user triggers Mass Notification, user hears “action is not available”. | No NMC extension is assigned for outgoing call. |
|
| 2 | Far end callers is not receiving call. | NMC is sending calls too fast. | Some PBXes could not handle the call load. To slow down the dialout call rate:
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | We are testing screen sharing. I can share my screen, but the other person only sees the below screenshot. I lowered the resolution as low as I could and still nothing. We are all internal here so firewall shouldn’t be an issue. | SSL Certification is not complete. | This is because of the certificate that did not include the bundle certification. For XOP WebRTC to work properly, it required bundle certificate. • Move current certificate to the BKUP folder • Append the bundle certificate to server.crt ‘cat sf_bundle.crt >> server.crt’ • Verify the file appended correctly. • Change wss and dtls-srtp.pem files in /home/matrix/certs/ • Back up these two pem file to BKUP folder • Remove wss.pem file • Create new dtls-srtp.pem with /home/wwwrun/etc/server.crt /home/wwwrun/etc/server.key > dtls-srtp.pem • Verify dtls-srtp.pem to have server.crt and server.key appended to it. • Make a symbolic link to the wss.pem ‘ln –s dtls-srtp.pem wss.pem’ |
| 2 | Unable to upload a document | PDF is password protected and / or encrypted Document is too large | Upload of secure PDF’s is not supported. Maximum upload size is 10M or 300 pages |
| 3 | Document is ‘Distorted’ during upload / conversion. Fonts are changed, spacing is different, diagrams or objects are missing | All uploaded documents are converted to jpeg format to be displayed. Certain fonts and objects do not convert properly due to Microsoft Patent / Trademark issues | The best resolution is to use the Save as PDF feature that is standard in Office 2007 and 2010. PDF documents convert to jpeg without distortion. A third party pdf converter such as cute PDF can also be used. |
| 4 | Power Point animations / transitions are not working after upload. | Animations and Transitions are removed during the conversion process. | To preserve transitions and animations, the presenter must share their desktop and use slide show mode. |
| 5 | Remote Desktop View is not full screen for participant | Resolution difference between displays Aspect Ratio difference between displays | The participant can see the display in actual size. If the shared desktop is lower resolution or smaller, it will not expand past actual size The aspect ratio of the shared desktop is maintained so if a 4:3 display is shared to a 16:9 display or vice versa, the height will be a limiting factor that can prevent the image from being displayed full size. |
| 6 | Noticeable Lag on Participant side when desktop sharing | Insufficient Bandwidth at USN Insufficient Bandwidth at Participant PC | each participant. Total bandwidth required = 300Kbits/s * n where n is the number of participants. Run a speed test to determine available bandwidth The participant must have at least 300Kbits/s available. Run a speed test to determine available bandwidth |
| 7 | Methods for reducing the Bandwidth required for Web Conference. | Documents whenever possible. Use Region Share Reduce the resolution Reduce the color depth Simplify the Image | Uploaded documents require almost no bandwidth after the initial upload. The bigger the area shared, the more bandwidth required. If viewing the whole desktop is not required use Region Share The lower the resolution of the presenters screen, the smaller the bandwidth required. 1024 X 768 is a common size that should display well for all attendees Reducing the screen color depth to 16 bit from 32 bit halves the required bandwidth Switch the desktop to a solid color, instead of a complex image. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Realview won’t show name for participants. | Realview Setting for Caller Name is not set. | In Realview, there is Settings button on the upper right corner, set ‘Show Caller Name’ to ON. |
| 2 | Realview won’t lookup address book for caller name. | Old software | Need new software upgrades. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Godaddy rejects the CSR we create because it needs a minimum of 2048-bit encryption. | Old software | Please upgrade latest NMC software. |
+ MISCELLANEOUS
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | It appears that all credentials are failing including email addresses but when we go to access the system, we are able to get in. Does not make any sense, it acts like everything we programmed disappeared yet it appears to work. | Credentials are changed mistakenly | Default login credentials for NMC is admin and admin as the account ID and password respectively. However, users can change password again – please call XOP support team for further instructions. |
Following issues are referred to the details written in this document – The NMC Troubleshooting Guide.
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. | Server is deployed in private network – not allow STUN server to exploit the external IP address. Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Replaced old IP with new IP address to resolve the issue. |
| 2 | On System Status Page Voice Service says Not Running | Full hard drive partition(s) System interruption | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.2. If the restart fails, contact XOP Customer Support for Assistance. |
| 3 | Not able to log into the web server | Full hard drive partition(s) System Connectivity | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.3. If the status is running, then there is a network issue, contact your IT support. If not running, see section 5.1.7 Then try to log in again. If unsuccessful contact XOP Customer Support for Assistance. |
| 4 | Not getting any emails from the server | The mail relay server IP address may not be configured properly | See section 7.5.1 and section 5.3.1 |
| 5 | Time is not synchronized | NTP | |
| 6 | LDAP user could not login | LDAP | |
| 7 | Text message is not sent | SMS |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Users obtained NMC license from LMS server, but NMC server rejected the license. | License was generated wrong Hardware ID. | License file is needed to generate for specific hardware address (case sensitive) so you need to Generate/download new licence file.
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. Server is deployed in private network – not allow STUN server to exploit the external IP address. | Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Need to replace the old IP with the new IP address to resolve the issue |
| 2 | After calling, I hear the ‘Welcome to …’ prompt, but USN does not accept any Access Codes. | License has expired Audio conference service may not be licensed. Eth0 is not in service so license does not recognize system. | Check Licensing Tab under System Configuration Page. Confirm no expiration date is shown. Then use Webmin custom command to check for a date in HMP portion of license. See section 5.3.7 search for string ‘ handler‘. See section 5.2 to confirm eth0 is in service |
| 3 | When I call into a conference room, I hear ‘echo’ | If callers are very close to each other and using speaker phones, the audio from active speaker also get fed from a secondary caller’s phone into the bridge. This produces perception of echo. | Maintain a minimum distance of at least 5 feet between phone users, especially if speaker phones are being used. |
| 4 | When I call into a conference room, I hear ‘helicopter’ noise | There may be calls from a previous conference that are still connected between the PBX and the USN. This can lead to a circular loop that will build up the noise in a conference room. | Please make sure that PBX drops a caller’s line coming into the bridge after the caller has hung up. This condition can be verified by checking RealView. If there are calls that were not dropped, use the disconnect link on Realview to force a disconnect. |
| 5 | I tried to use iCAL button to send the meeting invitation, but no email was sent. | Your PC’s Outlook Calendar function may have been reset or set inappropriately. The iCAL facility needs to be enabled. | In Calendar, on the Tools menu, click Options, and then click Calendar Options. Under Advanced options, select the “When sending meeting requests over the Internet, use iCalendar format check box”. |
| 6 | Cannot dial out to bring additional people into a conference | The SIP trunk may be set up for inbound traffic only. | Please check with PBX/CO person. The trunks need to set for full duplex operation for this feature to work. |
| 7 | Hear bursts of noise after someone stops speaking in a conference. | HMP.Uconfig file is missing. HMP.Uconfig values need adjustment for that location | Reapply the license. This will reinstall the Hmp.Uconfig file Please bring this to the attention of XOP Customer Support for Assistance. |
| 8 | When I call into the bridge, it prompts me for an Access Code. The Access Code I enter gets rejected. | Access Code is probably for a scheduled conference so it is only valid during the time of the conference plus the Lobby time. The code will be rejected as invalid unless it is entered in the correct time window Some phones or phone systems distort DTMF, sending the system incorrect digits. The USN may not have correct license for the audio conferencing. | Confirm Access Code in question was tried during a time for which it was valid. Use the System Events in the GUI (BAD PIN) or tlog command to view the DTMF digits the system is detecting. Look for a single digit that was distorted into multiples or missing digits Please bring this to the attention of NTAC. |
| 9 | Intermittent choppy audio or other noise impairment in the audio conference. TIP: Request a recording of the conference when the noise is present. | Ethernet interface may be running in half duplex mode. Network not optimized for voice External Source injecting noise into the conference. | Confirm that all network elements the voice traffic crosses are configured to be full duplex. Confirm that the RTP packets coming from the USN have been marked as voice. Try muting the conference using 43#, does interference stop? If so use RealView to unmute lines one at a time to find the source of the spurious noise. |
| 10 | I set up my conference for recording but nothing is getting recorded. | Recording capability needs to be enabled on the admin side | Confirm that system has recording enabled for the moderator. |
| 11 | I am not able to schedule conferences | Scheduling capability needs to be enabled on the admin side | Make sure that ‘schedule port usage field’ is selected on System Configuration page.. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When I trigger a Firebar, the calls are being dialed out. If a call is picked up by an answering machine, I hear the answering machine welcome message | The NMC allows a moderator to select ‘disconnect answering machines’ on the advanced page for FB application | Select ‘disconnect answering machines’ settings. The system will automatically prevent answering machines from joining an ongoing audio conferencing. Alternately, select ‘any digit’ and only people who press a digit will be able to enter the conference. |
| 2 | I understand the system can SMS text messages | The system supports SMPP interface to external SMSCs. | This capability requires an account with a cellular network SMSC service provider. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When user triggers Mass Notification, user hears “action is not available”. | No NMC extension is assigned for outgoing call. |
|
| 2 | Far end callers is not receiving call. | NMC is sending calls too fast. | Some PBXes could not handle the call load. To slow down the dialout call rate:
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | We are testing screen sharing. I can share my screen, but the other person only sees the below screenshot. I lowered the resolution as low as I could and still nothing. We are all internal here so firewall shouldn’t be an issue. | SSL Certification is not complete. | This is because of the certificate that did not include the bundle certification. For XOP WebRTC to work properly, it required bundle certificate. • Move current certificate to the BKUP folder • Append the bundle certificate to server.crt ‘cat sf_bundle.crt >> server.crt’ • Verify the file appended correctly. • Change wss and dtls-srtp.pem files in /home/matrix/certs/ • Back up these two pem file to BKUP folder • Remove wss.pem file • Create new dtls-srtp.pem with /home/wwwrun/etc/server.crt /home/wwwrun/etc/server.key > dtls-srtp.pem • Verify dtls-srtp.pem to have server.crt and server.key appended to it. • Make a symbolic link to the wss.pem ‘ln –s dtls-srtp.pem wss.pem’ |
| 2 | Unable to upload a document | PDF is password protected and / or encrypted Document is too large | Upload of secure PDF’s is not supported. Maximum upload size is 10M or 300 pages |
| 3 | Document is ‘Distorted’ during upload / conversion. Fonts are changed, spacing is different, diagrams or objects are missing | All uploaded documents are converted to jpeg format to be displayed. Certain fonts and objects do not convert properly due to Microsoft Patent / Trademark issues | The best resolution is to use the Save as PDF feature that is standard in Office 2007 and 2010. PDF documents convert to jpeg without distortion. A third party pdf converter such as cute PDF can also be used. |
| 4 | Power Point animations / transitions are not working after upload. | Animations and Transitions are removed during the conversion process. | To preserve transitions and animations, the presenter must share their desktop and use slide show mode. |
| 5 | Remote Desktop View is not full screen for participant | Resolution difference between displays Aspect Ratio difference between displays | The participant can see the display in actual size. If the shared desktop is lower resolution or smaller, it will not expand past actual size The aspect ratio of the shared desktop is maintained so if a 4:3 display is shared to a 16:9 display or vice versa, the height will be a limiting factor that can prevent the image from being displayed full size. |
| 6 | Noticeable Lag on Participant side when desktop sharing | Insufficient Bandwidth at USN Insufficient Bandwidth at Participant PC | each participant. Total bandwidth required = 300Kbits/s * n where n is the number of participants. Run a speed test to determine available bandwidth The participant must have at least 300Kbits/s available. Run a speed test to determine available bandwidth |
| 7 | Methods for reducing the Bandwidth required for Web Conference. | Documents whenever possible. Use Region Share Reduce the resolution Reduce the color depth Simplify the Image | Uploaded documents require almost no bandwidth after the initial upload. The bigger the area shared, the more bandwidth required. If viewing the whole desktop is not required use Region Share The lower the resolution of the presenters screen, the smaller the bandwidth required. 1024 X 768 is a common size that should display well for all attendees Reducing the screen color depth to 16 bit from 32 bit halves the required bandwidth Switch the desktop to a solid color, instead of a complex image. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Realview won’t show name for participants. | Realview Setting for Caller Name is not set. | In Realview, there is Settings button on the upper right corner, set ‘Show Caller Name’ to ON. |
| 2 | Realview won’t lookup address book for caller name. | Old software | Need new software upgrades. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Godaddy rejects the CSR we create because it needs a minimum of 2048-bit encryption. | Old software | Please upgrade latest NMC software. |
+ INSTALLATION QUESTIONS
There are couple options that users can install USN in VMware environments:
- Deploy USN using DVD iso
- Deploy USN using OVA image
The NMC is shipped using Dell R-210, R-610, R-710 industrial grade servers or HP DL 360, DL-380 or DL-580 servers. Following provides the server configuration and maximum number of audio and web conferencing ports supported by each.
The server configuration: Dual Core CPU (Intel i3-2100), 3.2 GHz, Hyper Threading, 4 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant power supplies.
The maximum number ports supported are: 60 Audio Conference Ports and 30 Web Conference Ports.
The server configuration: Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 120 Audio Conference Ports and 60 Web Conference Ports.
The server configuration: Dual Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 360 Audio Conference Ports and 120 Web Conference Ports.
Yes, that is supported. XOP can provide you detailed installations instructions.
nec recommends that nmc be used only with PBXs/IP PBXs and switches that are listed in its Interoperability Guide.
NEC recommends that USN be deployed only behind IP PBX platform.
Yes, the USN requires a public IP address as its web portal and web conferencing applications need to be accessed by people that are outside the office. Typically the NMC is deployed a company’s firewall and is assigned a private IP address. The public IP assigned to the NMC is then NAT’ed to the private IP address.
The USN supports G.711 and G.729 a/b Codecs.
Yes, that is supported. Please contact XOP customer support for additional software for supporting database replication and high availability hot/standby package.
Yes, the USN servers should be connected to stable power sources.
Dell servers are equipped with out of band management port called Dell Remote Access Controller (DRAC). The DRAC port is an additional RJ-45 port available on Dell servers. This interface is used for remote monitoring and control of the server. It is recommended that this interface be accessible by XOP customer support.
The Audio Conference ports can be added in increments of [coming soon].
The Web Conference ports can be added in increments of [coming soon].
You will need a bi-directional SIP trunk between the IP PBX and the USN.
Inbound to USN: Set up a hunt group with number of channels equal to number of ports on the USN. Assign a lead dial in number to the hunt group. For example, for a 60 port system set up a hunt group with 60 channels.
Outbound from USN: Calls originating from USN will be received by the IP PBX which in turn will route them to either internal extensions or to external PSTN numbers.
If you dial the assigned lead number and hear a prompt requesting you to enter an Access Code, the system’s voice application is in operational state.
If you enter an Access Code, but you hear ‘this Access Code is not valid’, that indicates that the conference application ports are not licensed. In that case please contact your system administrator.
If you enter the IP address or the URL assigned to the system in your browser and get to the login page that indicates that all the data networking aspects are provisioned correctly.
Yes, a customer can upload their own logo in place of XOP’s logo via the System Configuration page on the admin interface.
The system automatically generates a usage and system audit report every midnight. It captures previous day’s usage data. The report also tabulates month to date and year to date reports. These reports give sufficient information to the administrator so that he/she can determine if additional capacity is needed.
In addition to the usage report, data is provided on the status of various components of the system such as Hard disk drives, Operating system etc.
A system administrator can set up various queries to determine usage by individual moderators, by service type etc.
Different businesses have peaks at different times. The administrator can watch all calls on the Real View link. Visually, he/she will be able to tell if the system is running close to its maximum capacity or not.
The system announcements are recorded in RIFF (little-endian) data, WAV audio, Microsoft PCM, 16 bit, mono, 8000 Hz format.
Yes, a system administrator can load a different welcome.wav voice file in place of the default welcome prompt. This custom prompt can be uploaded using System Setting page under Administrator menu.
+ LICENSE QUESTIONS
There are couple options that users can install USN in VMware environments:
- Deploy USN using DVD iso
- Deploy USN using OVA image
The NMC is shipped using Dell R-210, R-610, R-710 industrial grade servers or HP DL 360, DL-380 or DL-580 servers. Following provides the server configuration and maximum number of audio and web conferencing ports supported by each.
The server configuration: Dual Core CPU (Intel i3-2100), 3.2 GHz, Hyper Threading, 4 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant power supplies.
The maximum number ports supported are: 60 Audio Conference Ports and 30 Web Conference Ports.
The server configuration: Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 120 Audio Conference Ports and 60 Web Conference Ports.
The server configuration: Dual Quad Core CPU (Intel Xeon E5607), 2.8 GHz, 8 GB RAM, 500 GB Disk Mirrored Hard drives, Redundant Power Supplies.
The maximum number ports supported are: 360 Audio Conference Ports and 120 Web Conference Ports.
Yes, that is supported. XOP can provide you detailed installations instructions.
nec recommends that nmc be used only with PBXs/IP PBXs and switches that are listed in its Interoperability Guide.
NEC recommends that USN be deployed only behind IP PBX platform.
Yes, the USN requires a public IP address as its web portal and web conferencing applications need to be accessed by people that are outside the office. Typically the NMC is deployed a company’s firewall and is assigned a private IP address. The public IP assigned to the NMC is then NAT’ed to the private IP address.
The USN supports G.711 and G.729 a/b Codecs.
Yes, that is supported. Please contact XOP customer support for additional software for supporting database replication and high availability hot/standby package.
Yes, the USN servers should be connected to stable power sources.
Dell servers are equipped with out of band management port called Dell Remote Access Controller (DRAC). The DRAC port is an additional RJ-45 port available on Dell servers. This interface is used for remote monitoring and control of the server. It is recommended that this interface be accessible by XOP customer support.
The Audio Conference ports can be added in increments of [coming soon].
The Web Conference ports can be added in increments of [coming soon].
You will need a bi-directional SIP trunk between the IP PBX and the USN.
Inbound to USN: Set up a hunt group with number of channels equal to number of ports on the USN. Assign a lead dial in number to the hunt group. For example, for a 60 port system set up a hunt group with 60 channels.
Outbound from USN: Calls originating from USN will be received by the IP PBX which in turn will route them to either internal extensions or to external PSTN numbers.
If you dial the assigned lead number and hear a prompt requesting you to enter an Access Code, the system’s voice application is in operational state.
If you enter an Access Code, but you hear ‘this Access Code is not valid’, that indicates that the conference application ports are not licensed. In that case please contact your system administrator.
If you enter the IP address or the URL assigned to the system in your browser and get to the login page that indicates that all the data networking aspects are provisioned correctly.
Yes, a customer can upload their own logo in place of XOP’s logo via the System Configuration page on the admin interface.
The system automatically generates a usage and system audit report every midnight. It captures previous day’s usage data. The report also tabulates month to date and year to date reports. These reports give sufficient information to the administrator so that he/she can determine if additional capacity is needed.
In addition to the usage report, data is provided on the status of various components of the system such as Hard disk drives, Operating system etc.
A system administrator can set up various queries to determine usage by individual moderators, by service type etc.
Different businesses have peaks at different times. The administrator can watch all calls on the Real View link. Visually, he/she will be able to tell if the system is running close to its maximum capacity or not.
The system announcements are recorded in RIFF (little-endian) data, WAV audio, Microsoft PCM, 16 bit, mono, 8000 Hz format.
Yes, a system administrator can load a different welcome.wav voice file in place of the default welcome prompt. This custom prompt can be uploaded using System Setting page under Administrator menu.
+ TROUBLESHOOTING QUESTIONS
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | It appears that all credentials are failing including email addresses but when we go to access the system, we are able to get in. Does not make any sense, it acts like everything we programmed disappeared yet it appears to work. | Credentials are changed mistakenly | Default login credentials for NMC is admin and admin as the account ID and password respectively. However, users can change password again – please call XOP support team for further instructions. |
Following issues are referred to the details written in this document – The NMC Troubleshooting Guide.
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. | Server is deployed in private network – not allow STUN server to exploit the external IP address. Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Replaced old IP with new IP address to resolve the issue. |
| 2 | On System Status Page Voice Service says Not Running | Full hard drive partition(s) System interruption | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.2. If the restart fails, contact XOP Customer Support for Assistance. |
| 3 | Not able to log into the web server | Full hard drive partition(s) System Connectivity | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.3. If the status is running, then there is a network issue, contact your IT support. If not running, see section 5.1.7 Then try to log in again. If unsuccessful contact XOP Customer Support for Assistance. |
| 4 | Not getting any emails from the server | The mail relay server IP address may not be configured properly | See section 7.5.1 and section 5.3.1 |
| 5 | Time is not synchronized | NTP | |
| 6 | LDAP user could not login | LDAP | |
| 7 | Text message is not sent | SMS |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Users obtained NMC license from LMS server, but NMC server rejected the license. | License was generated wrong Hardware ID. | License file is needed to generate for specific hardware address (case sensitive) so you need to Generate/download new licence file.
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. Server is deployed in private network – not allow STUN server to exploit the external IP address. | Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Need to replace the old IP with the new IP address to resolve the issue |
| 2 | After calling, I hear the ‘Welcome to …’ prompt, but USN does not accept any Access Codes. | License has expired Audio conference service may not be licensed. Eth0 is not in service so license does not recognize system. | Check Licensing Tab under System Configuration Page. Confirm no expiration date is shown. Then use Webmin custom command to check for a date in HMP portion of license. See section 5.3.7 search for string ‘ handler‘. See section 5.2 to confirm eth0 is in service |
| 3 | When I call into a conference room, I hear ‘echo’ | If callers are very close to each other and using speaker phones, the audio from active speaker also get fed from a secondary caller’s phone into the bridge. This produces perception of echo. | Maintain a minimum distance of at least 5 feet between phone users, especially if speaker phones are being used. |
| 4 | When I call into a conference room, I hear ‘helicopter’ noise | There may be calls from a previous conference that are still connected between the PBX and the USN. This can lead to a circular loop that will build up the noise in a conference room. | Please make sure that PBX drops a caller’s line coming into the bridge after the caller has hung up. This condition can be verified by checking RealView. If there are calls that were not dropped, use the disconnect link on Realview to force a disconnect. |
| 5 | I tried to use iCAL button to send the meeting invitation, but no email was sent. | Your PC’s Outlook Calendar function may have been reset or set inappropriately. The iCAL facility needs to be enabled. | In Calendar, on the Tools menu, click Options, and then click Calendar Options. Under Advanced options, select the “When sending meeting requests over the Internet, use iCalendar format check box”. |
| 6 | Cannot dial out to bring additional people into a conference | The SIP trunk may be set up for inbound traffic only. | Please check with PBX/CO person. The trunks need to set for full duplex operation for this feature to work. |
| 7 | Hear bursts of noise after someone stops speaking in a conference. | HMP.Uconfig file is missing. HMP.Uconfig values need adjustment for that location | Reapply the license. This will reinstall the Hmp.Uconfig file Please bring this to the attention of XOP Customer Support for Assistance. |
| 8 | When I call into the bridge, it prompts me for an Access Code. The Access Code I enter gets rejected. | Access Code is probably for a scheduled conference so it is only valid during the time of the conference plus the Lobby time. The code will be rejected as invalid unless it is entered in the correct time window Some phones or phone systems distort DTMF, sending the system incorrect digits. The USN may not have correct license for the audio conferencing. | Confirm Access Code in question was tried during a time for which it was valid. Use the System Events in the GUI (BAD PIN) or tlog command to view the DTMF digits the system is detecting. Look for a single digit that was distorted into multiples or missing digits Please bring this to the attention of NTAC. |
| 9 | Intermittent choppy audio or other noise impairment in the audio conference. TIP: Request a recording of the conference when the noise is present. | Ethernet interface may be running in half duplex mode. Network not optimized for voice External Source injecting noise into the conference. | Confirm that all network elements the voice traffic crosses are configured to be full duplex. Confirm that the RTP packets coming from the USN have been marked as voice. Try muting the conference using 43#, does interference stop? If so use RealView to unmute lines one at a time to find the source of the spurious noise. |
| 10 | I set up my conference for recording but nothing is getting recorded. | Recording capability needs to be enabled on the admin side | Confirm that system has recording enabled for the moderator. |
| 11 | I am not able to schedule conferences | Scheduling capability needs to be enabled on the admin side | Make sure that ‘schedule port usage field’ is selected on System Configuration page.. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When I trigger a Firebar, the calls are being dialed out. If a call is picked up by an answering machine, I hear the answering machine welcome message | The NMC allows a moderator to select ‘disconnect answering machines’ on the advanced page for FB application | Select ‘disconnect answering machines’ settings. The system will automatically prevent answering machines from joining an ongoing audio conferencing. Alternately, select ‘any digit’ and only people who press a digit will be able to enter the conference. |
| 2 | I understand the system can SMS text messages | The system supports SMPP interface to external SMSCs. | This capability requires an account with a cellular network SMSC service provider. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When user triggers Mass Notification, user hears “action is not available”. | No NMC extension is assigned for outgoing call. |
|
| 2 | Far end callers is not receiving call. | NMC is sending calls too fast. | Some PBXes could not handle the call load. To slow down the dialout call rate:
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | We are testing screen sharing. I can share my screen, but the other person only sees the below screenshot. I lowered the resolution as low as I could and still nothing. We are all internal here so firewall shouldn’t be an issue. | SSL Certification is not complete. | This is because of the certificate that did not include the bundle certification. For XOP WebRTC to work properly, it required bundle certificate. • Move current certificate to the BKUP folder • Append the bundle certificate to server.crt ‘cat sf_bundle.crt >> server.crt’ • Verify the file appended correctly. • Change wss and dtls-srtp.pem files in /home/matrix/certs/ • Back up these two pem file to BKUP folder • Remove wss.pem file • Create new dtls-srtp.pem with /home/wwwrun/etc/server.crt /home/wwwrun/etc/server.key > dtls-srtp.pem • Verify dtls-srtp.pem to have server.crt and server.key appended to it. • Make a symbolic link to the wss.pem ‘ln –s dtls-srtp.pem wss.pem’ |
| 2 | Unable to upload a document | PDF is password protected and / or encrypted Document is too large | Upload of secure PDF’s is not supported. Maximum upload size is 10M or 300 pages |
| 3 | Document is ‘Distorted’ during upload / conversion. Fonts are changed, spacing is different, diagrams or objects are missing | All uploaded documents are converted to jpeg format to be displayed. Certain fonts and objects do not convert properly due to Microsoft Patent / Trademark issues | The best resolution is to use the Save as PDF feature that is standard in Office 2007 and 2010. PDF documents convert to jpeg without distortion. A third party pdf converter such as cute PDF can also be used. |
| 4 | Power Point animations / transitions are not working after upload. | Animations and Transitions are removed during the conversion process. | To preserve transitions and animations, the presenter must share their desktop and use slide show mode. |
| 5 | Remote Desktop View is not full screen for participant | Resolution difference between displays Aspect Ratio difference between displays | The participant can see the display in actual size. If the shared desktop is lower resolution or smaller, it will not expand past actual size The aspect ratio of the shared desktop is maintained so if a 4:3 display is shared to a 16:9 display or vice versa, the height will be a limiting factor that can prevent the image from being displayed full size. |
| 6 | Noticeable Lag on Participant side when desktop sharing | Insufficient Bandwidth at USN Insufficient Bandwidth at Participant PC | each participant. Total bandwidth required = 300Kbits/s * n where n is the number of participants. Run a speed test to determine available bandwidth The participant must have at least 300Kbits/s available. Run a speed test to determine available bandwidth |
| 7 | Methods for reducing the Bandwidth required for Web Conference. | Documents whenever possible. Use Region Share Reduce the resolution Reduce the color depth Simplify the Image | Uploaded documents require almost no bandwidth after the initial upload. The bigger the area shared, the more bandwidth required. If viewing the whole desktop is not required use Region Share The lower the resolution of the presenters screen, the smaller the bandwidth required. 1024 X 768 is a common size that should display well for all attendees Reducing the screen color depth to 16 bit from 32 bit halves the required bandwidth Switch the desktop to a solid color, instead of a complex image. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Realview won’t show name for participants. | Realview Setting for Caller Name is not set. | In Realview, there is Settings button on the upper right corner, set ‘Show Caller Name’ to ON. |
| 2 | Realview won’t lookup address book for caller name. | Old software | Need new software upgrades. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Godaddy rejects the CSR we create because it needs a minimum of 2048-bit encryption. | Old software | Please upgrade latest NMC software. |
+ MISCELLANEOUS
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | It appears that all credentials are failing including email addresses but when we go to access the system, we are able to get in. Does not make any sense, it acts like everything we programmed disappeared yet it appears to work. | Credentials are changed mistakenly | Default login credentials for NMC is admin and admin as the account ID and password respectively. However, users can change password again – please call XOP support team for further instructions. |
Following issues are referred to the details written in this document – The NMC Troubleshooting Guide.
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. | Server is deployed in private network – not allow STUN server to exploit the external IP address. Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Replaced old IP with new IP address to resolve the issue. |
| 2 | On System Status Page Voice Service says Not Running | Full hard drive partition(s) System interruption | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.2. If the restart fails, contact XOP Customer Support for Assistance. |
| 3 | Not able to log into the web server | Full hard drive partition(s) System Connectivity | See section 5.3.4. If hard disk is full, contact XOP Customer Support for Assistance. See section 5.1.3. If the status is running, then there is a network issue, contact your IT support. If not running, see section 5.1.7 Then try to log in again. If unsuccessful contact XOP Customer Support for Assistance. |
| 4 | Not getting any emails from the server | The mail relay server IP address may not be configured properly | See section 7.5.1 and section 5.3.1 |
| 5 | Time is not synchronized | NTP | |
| 6 | LDAP user could not login | LDAP | |
| 7 | Text message is not sent | SMS |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Users obtained NMC license from LMS server, but NMC server rejected the license. | License was generated wrong Hardware ID. | License file is needed to generate for specific hardware address (case sensitive) so you need to Generate/download new licence file.
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | NMC server’s SIP contact header used old IP address that caused 32 seconds call dropped etc. Customer used cloud service for SIP trunk. | NMC IP address was not configured properly. Server is deployed in private network – not allow STUN server to exploit the external IP address. | Old IP address was manually set in /home/matrix/conf/sip_profiles/external.xml.extras – Need to replace the old IP with the new IP address to resolve the issue |
| 2 | After calling, I hear the ‘Welcome to …’ prompt, but USN does not accept any Access Codes. | License has expired Audio conference service may not be licensed. Eth0 is not in service so license does not recognize system. | Check Licensing Tab under System Configuration Page. Confirm no expiration date is shown. Then use Webmin custom command to check for a date in HMP portion of license. See section 5.3.7 search for string ‘ handler‘. See section 5.2 to confirm eth0 is in service |
| 3 | When I call into a conference room, I hear ‘echo’ | If callers are very close to each other and using speaker phones, the audio from active speaker also get fed from a secondary caller’s phone into the bridge. This produces perception of echo. | Maintain a minimum distance of at least 5 feet between phone users, especially if speaker phones are being used. |
| 4 | When I call into a conference room, I hear ‘helicopter’ noise | There may be calls from a previous conference that are still connected between the PBX and the USN. This can lead to a circular loop that will build up the noise in a conference room. | Please make sure that PBX drops a caller’s line coming into the bridge after the caller has hung up. This condition can be verified by checking RealView. If there are calls that were not dropped, use the disconnect link on Realview to force a disconnect. |
| 5 | I tried to use iCAL button to send the meeting invitation, but no email was sent. | Your PC’s Outlook Calendar function may have been reset or set inappropriately. The iCAL facility needs to be enabled. | In Calendar, on the Tools menu, click Options, and then click Calendar Options. Under Advanced options, select the “When sending meeting requests over the Internet, use iCalendar format check box”. |
| 6 | Cannot dial out to bring additional people into a conference | The SIP trunk may be set up for inbound traffic only. | Please check with PBX/CO person. The trunks need to set for full duplex operation for this feature to work. |
| 7 | Hear bursts of noise after someone stops speaking in a conference. | HMP.Uconfig file is missing. HMP.Uconfig values need adjustment for that location | Reapply the license. This will reinstall the Hmp.Uconfig file Please bring this to the attention of XOP Customer Support for Assistance. |
| 8 | When I call into the bridge, it prompts me for an Access Code. The Access Code I enter gets rejected. | Access Code is probably for a scheduled conference so it is only valid during the time of the conference plus the Lobby time. The code will be rejected as invalid unless it is entered in the correct time window Some phones or phone systems distort DTMF, sending the system incorrect digits. The USN may not have correct license for the audio conferencing. | Confirm Access Code in question was tried during a time for which it was valid. Use the System Events in the GUI (BAD PIN) or tlog command to view the DTMF digits the system is detecting. Look for a single digit that was distorted into multiples or missing digits Please bring this to the attention of NTAC. |
| 9 | Intermittent choppy audio or other noise impairment in the audio conference. TIP: Request a recording of the conference when the noise is present. | Ethernet interface may be running in half duplex mode. Network not optimized for voice External Source injecting noise into the conference. | Confirm that all network elements the voice traffic crosses are configured to be full duplex. Confirm that the RTP packets coming from the USN have been marked as voice. Try muting the conference using 43#, does interference stop? If so use RealView to unmute lines one at a time to find the source of the spurious noise. |
| 10 | I set up my conference for recording but nothing is getting recorded. | Recording capability needs to be enabled on the admin side | Confirm that system has recording enabled for the moderator. |
| 11 | I am not able to schedule conferences | Scheduling capability needs to be enabled on the admin side | Make sure that ‘schedule port usage field’ is selected on System Configuration page.. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When I trigger a Firebar, the calls are being dialed out. If a call is picked up by an answering machine, I hear the answering machine welcome message | The NMC allows a moderator to select ‘disconnect answering machines’ on the advanced page for FB application | Select ‘disconnect answering machines’ settings. The system will automatically prevent answering machines from joining an ongoing audio conferencing. Alternately, select ‘any digit’ and only people who press a digit will be able to enter the conference. |
| 2 | I understand the system can SMS text messages | The system supports SMPP interface to external SMSCs. | This capability requires an account with a cellular network SMSC service provider. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | When user triggers Mass Notification, user hears “action is not available”. | No NMC extension is assigned for outgoing call. |
|
| 2 | Far end callers is not receiving call. | NMC is sending calls too fast. | Some PBXes could not handle the call load. To slow down the dialout call rate:
|
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | We are testing screen sharing. I can share my screen, but the other person only sees the below screenshot. I lowered the resolution as low as I could and still nothing. We are all internal here so firewall shouldn’t be an issue. | SSL Certification is not complete. | This is because of the certificate that did not include the bundle certification. For XOP WebRTC to work properly, it required bundle certificate. • Move current certificate to the BKUP folder • Append the bundle certificate to server.crt ‘cat sf_bundle.crt >> server.crt’ • Verify the file appended correctly. • Change wss and dtls-srtp.pem files in /home/matrix/certs/ • Back up these two pem file to BKUP folder • Remove wss.pem file • Create new dtls-srtp.pem with /home/wwwrun/etc/server.crt /home/wwwrun/etc/server.key > dtls-srtp.pem • Verify dtls-srtp.pem to have server.crt and server.key appended to it. • Make a symbolic link to the wss.pem ‘ln –s dtls-srtp.pem wss.pem’ |
| 2 | Unable to upload a document | PDF is password protected and / or encrypted Document is too large | Upload of secure PDF’s is not supported. Maximum upload size is 10M or 300 pages |
| 3 | Document is ‘Distorted’ during upload / conversion. Fonts are changed, spacing is different, diagrams or objects are missing | All uploaded documents are converted to jpeg format to be displayed. Certain fonts and objects do not convert properly due to Microsoft Patent / Trademark issues | The best resolution is to use the Save as PDF feature that is standard in Office 2007 and 2010. PDF documents convert to jpeg without distortion. A third party pdf converter such as cute PDF can also be used. |
| 4 | Power Point animations / transitions are not working after upload. | Animations and Transitions are removed during the conversion process. | To preserve transitions and animations, the presenter must share their desktop and use slide show mode. |
| 5 | Remote Desktop View is not full screen for participant | Resolution difference between displays Aspect Ratio difference between displays | The participant can see the display in actual size. If the shared desktop is lower resolution or smaller, it will not expand past actual size The aspect ratio of the shared desktop is maintained so if a 4:3 display is shared to a 16:9 display or vice versa, the height will be a limiting factor that can prevent the image from being displayed full size. |
| 6 | Noticeable Lag on Participant side when desktop sharing | Insufficient Bandwidth at USN Insufficient Bandwidth at Participant PC | each participant. Total bandwidth required = 300Kbits/s * n where n is the number of participants. Run a speed test to determine available bandwidth The participant must have at least 300Kbits/s available. Run a speed test to determine available bandwidth |
| 7 | Methods for reducing the Bandwidth required for Web Conference. | Documents whenever possible. Use Region Share Reduce the resolution Reduce the color depth Simplify the Image | Uploaded documents require almost no bandwidth after the initial upload. The bigger the area shared, the more bandwidth required. If viewing the whole desktop is not required use Region Share The lower the resolution of the presenters screen, the smaller the bandwidth required. 1024 X 768 is a common size that should display well for all attendees Reducing the screen color depth to 16 bit from 32 bit halves the required bandwidth Switch the desktop to a solid color, instead of a complex image. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Realview won’t show name for participants. | Realview Setting for Caller Name is not set. | In Realview, there is Settings button on the upper right corner, set ‘Show Caller Name’ to ON. |
| 2 | Realview won’t lookup address book for caller name. | Old software | Need new software upgrades. |
| Item # | Description | Possible Cause | Action Required |
|---|---|---|---|
| 1 | Godaddy rejects the CSR we create because it needs a minimum of 2048-bit encryption. | Old software | Please upgrade latest NMC software. |