Acano Manager R1.1.4 Tutorial Guide

Acano Manager R1.1.4 Tutorial Guide
Acano solution
Acano Manager 1.0 Tutorial Guide
Acano
March 2015
76-1058-01-A
Contents
Contents
1
Document Purpose ................................................................................................................. 8
2
What is Acano Manager? ..................................................................................................... 10
2.1
Acano Manager conceptual view ....................................................................................... 10
2.2
Acano Manager overview .................................................................................................. 11
3
Introduction to using Acano Manager ................................................................................... 12
3.1
Starting and stopping Acano Manager .............................................................................. 12
3.2
Configuration and log files ................................................................................................. 14
3.2.1
Configuration files .................................................................................................... 14
3.2.2
Log files/diagnostics................................................................................................. 15
3.3
SMTP settings ................................................................................................................... 15
3.3.1
Admin From and To emails ...................................................................................... 15
3.3.2
SMTP Host............................................................................................................... 16
4
Getting started ...................................................................................................................... 17
4.1
Notes on users and creating coSpaces ............................................................................. 17
4.2
Configuring a Call Bridge to use Acano Manager ............................................................. 18
4.3
Configuring Acano Manager to use the Call Bridge .......................................................... 18
4.4
Instructing Acano Manager to connect to the Call Bridge ................................................. 20
4.5
Connectivity between Acano Manager and the Call Bridge .............................................. 21
4.6
Testing calls into an existing coSpace ............................................................................... 21
4.7
coSpace List page ............................................................................................................. 22
4.8
Calls In Progress page ...................................................................................................... 23
4.9
Has this all worked? .......................................................................................................... 23
4.10
Incorrect Call Bridge CDR receiver settings ...................................................................... 24
5
Integration with Directory Services ....................................................................................... 25
5.1
LDAP/Active Directory summary ....................................................................................... 25
5.2
LDAP/Active Directory overview ........................................................................................ 25
5.3
LDAP data structures ........................................................................................................ 26
5.4
Acano Manager configures Acano Service LDAP settings ................................................ 27
5.5
LDAP import sequence marble diagram ............................................................................ 27
5.6
Details on synchronization ................................................................................................. 28
5.7
Call Bridge Sync completion .............................................................................................. 29
5.8
LDAP Importer logging ...................................................................................................... 29
5.9
Acano Manager 1.1.2 LDAP process improvements ......................................................... 29
5.10
Starting the LDAP importer service ................................................................................... 29
5.11
Controlling when the LDAP importer runs ......................................................................... 31
5.12
Example LDAP/Active Directory walk-throughs ................................................................ 32
5.12.1
Single customer LDAP import .................................................................................. 32
5.12.2
Multiple customers using LDAP import .................................................................... 36
5.13
Directory Services page with 3 entries .............................................................................. 37
5.14
Re-running the Importer .................................................................................................... 37
5.15
Checking after multi-customer import................................................................................ 38
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5.16
Checking the Importer logs .............................................................................................. 40
5.17
LDAP bulk deleting users .................................................................................................. 40
6
coSpaces 6.1
coSpace List page ............................................................................................................. 42
6.2
coSpace List – Start/Manage buttons ................................................................................ 42
6.3
coSpace management ....................................................................................................... 43
6.3.1
Creating and deleting a coSpace. ............................................................................ 43
6.3.2
Creating a coSpace ................................................................................................. 43
6.3.3
Adding users as members to a coSpace ................................................................. 45
6.4
coSpaces and scheduled calls .......................................................................................... 45
6.5
coSpaces and VMRs ......................................................................................................... 45
6.6
coSpace selection when scheduling a call ........................................................................ 46
6.7
coSpaces and call marble diagram ................................................................................... 46
7
Building out ........................................................................................................................... 48
7.1
Notes on customers ........................................................................................................... 48
7.2
Customer Details ............................................................................................................... 49
7.3
Customer Access Control management ............................................................................ 49
7.4
ACL Usage by Operator type ............................................................................................ 50
7.5
Access Control Lists .......................................................................................................... 50
7.6
Example Service ACL ........................................................................................................ 51
7.6.1
“BigCo” ACL Service ................................................................................................ 51
7.6.2
“SmallCo” ACL Service ............................................................................................ 51
7.6.3
Global ACL Service.................................................................................................. 52
7.7
Example ACL settings for a user ....................................................................................... 54
7.8
Ringfencing users .............................................................................................................. 55
7.9
Creating custom ACL’s ...................................................................................................... 55
7.10
Finding users and endpoints ............................................................................................. 56
7.11
Events/alerts marble diagram............................................................................................ 56
7.12
Who sees which event? .................................................................................................... 57
7.13
Alerts ................................................................................................................................. 57
7.14
Call confirmed alert ........................................................................................................... 58
7.15
Notification scripts ............................................................................................................. 59
7.16
MCU differences – limits and mechanics .......................................................................... 59
7.17
MCU states........................................................................................................................ 60
7.18
Scheduling resource assignment control .......................................................................... 60
7.19
MCU list – port usage – current/forward............................................................................ 61
7.20
Notes on endpoints ........................................................................................................... 61
7.21
Endpoint details ................................................................................................................. 62
7.22
Endpoint billing options ..................................................................................................... 63
7.23
User details ....................................................................................................................... 64
7.24
Customer billing settings ................................................................................................... 65
7.25
Creating a new endpoint ................................................................................................... 65
7.26
Notes on system-wide endpoints ...................................................................................... 66
7.27
Notes on endpoint addresses ........................................................................................... 67
7.28
Selecting an endpoint at call schedule .............................................................................. 68
7.29
Endpoint filter set............................................................................................................... 69
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7.30
7.31
7.32
7.33
7.34
7.35
7.36
Endpoint filter set............................................................................................................... 69
Custom Text ...................................................................................................................... 69
Custom Text example ....................................................................................................... 70
Useful Custom Text options .............................................................................................. 71
CDR/Billing marble diagram .............................................................................................. 71
Customer billing settings ................................................................................................... 72
Example customer billing settings ..................................................................................... 73
8
Operations (IT) ..................................................................................................................... 74
8.1
Configuring Acano Manager to use HTTPS ...................................................................... 74
8.2
Outlook Plugin ................................................................................................................... 75
8.3
Clustered Call Bridges ....................................................................................................... 76
8.4
Configuring clustered Call Bridges .................................................................................... 76
8.5
Adding Call Bridges in clustered mode .............................................................................. 77
8.5.1
Adding Call Bridge Number 1 .................................................................................. 77
8.5.2
Adding Call Bridge Number 2 .................................................................................. 78
8.6
Clustered configuration checks ......................................................................................... 78
8.6.1
Making sure the system is working as expected ...................................................... 78
8.7
Using the WebRTC client from the Call Bridge ................................................................. 80
8.8
Incorrect Call Bridge CDR receiver settings ...................................................................... 80
8.9
Deployment topologies ...................................................................................................... 81
8.10
Monitor application (stand alone) ...................................................................................... 82
8.11
Monitor .............................................................................................................................. 82
8.12
Monitor (fail-over) .............................................................................................................. 84
8.13
Failover model ................................................................................................................... 84
8.14
Failover considerations ..................................................................................................... 84
8.15
Configuration files.............................................................................................................. 85
8.16
Log files/diagnostics .......................................................................................................... 85
9
Operations (VNOC) .............................................................................................................. 86
9.1
Where to calls come from? ................................................................................................ 86
9.2
How do I see coSpaces? ................................................................................................... 87
9.3
What’s the difference – calls/coSpaces? ........................................................................... 88
9.4
coSpace List page ............................................................................................................. 89
9.5
coSpace List – Start/Manage buttons ................................................................................ 89
9.6
coSpace management ....................................................................................................... 90
9.6.1
Deleting a coSpace .................................................................................................. 90
9.6.2
Creating a coSpace ................................................................................................. 91
9.7
coSpace members ............................................................................................................. 92
9.8
coSpaces and scheduled calls .......................................................................................... 93
9.9
Scheduling a call – coSpace selection .............................................................................. 93
9.10
Call lists ............................................................................................................................ 94
9.11
Call types........................................................................................................................... 95
9.12
Call start modes ................................................................................................................ 95
9.13
Call lifecycle ...................................................................................................................... 96
9.14
Notes on customer selection ............................................................................................. 96
9.15
Call scheduling process .................................................................................................... 97
9.16
Scheduling at VNOC ........................................................................................................ 98
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9.17
9.18
9.19
9.20
9.21
9.22
9.23
9.24
9.25
9.26
9.27
9.28
9.29
9.30
Port allocation mode........................................................................................................ 100
What do the options on Call Save mean? ....................................................................... 101
Notes on Outlook scheduling .......................................................................................... 102
Scheduling a call via Outlook .......................................................................................... 102
How do I manage a call? ................................................................................................ 103
Calls in progress.............................................................................................................. 104
Call layout....................................................................................................................... 105
Call layout (non Acano) ................................................................................................... 106
Participant layout ............................................................................................................. 107
Participant layout (non Acano) ........................................................................................ 108
Approving a call ............................................................................................................... 108
Changing a call’s details.................................................................................................. 109
Removing participants ..................................................................................................... 109
Notes on time .................................................................................................................. 110
10
Reporting .......................................................................................................................... 111
10.1
Summary ......................................................................................................................... 111
10.2
CDR/Billing data marble diagram .................................................................................... 111
10.3
Activity reports ................................................................................................................. 112
10.4
Call data records (also known as Accounting data records) ........................................... 112
10.5
Call quality ....................................................................................................................... 114
10.6
MCU port usage .............................................................................................................. 114
10.7
Call summary data .......................................................................................................... 117
10.8
Cancelled calls ................................................................................................................ 118
10.9
Cancelled call report........................................................................................................ 118
10.10
No shows......................................................................................................................... 118
10.11
Custom no show time ...................................................................................................... 119
10.12
Alerts - on screen summary ............................................................................................ 119
10.13
Alerts - configured by user profile................................................................................... 120
10.14
Audit records ................................................................................................................... 121
11
Billing
11.1
Summary ......................................................................................................................... 122
11.2
Call outcome configuration .............................................................................................. 122
11.3
Setting the cost of calls at the customer level ................................................................. 122
11.3.1
Inclusive video and audio ports.............................................................................. 123
11.4
Call outcomes.................................................................................................................. 124
11.5
Call outcome report ......................................................................................................... 124
11.6
Call outcome sample ....................................................................................................... 125
11.7
Billing export preparation................................................................................................. 126
11.8
Sample billing export ....................................................................................................... 126
11.9
Non-billable/pre-paid option ............................................................................................ 127
Appendix A
Frequently Used Terms ...................................................................................... 128
Appendix B
Useful Tips ......................................................................................................... 129
How to raise a support ticket .................................................................................................... 129
Using filters within Acano Manager .......................................................................................... 129
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Contents
Table 1: “Now what” list of actions and document reference ......................................................... 9
Table 2: Connecting Call Bridges and Acano Manager ............................................................... 17
Table 3: MCU details ................................................................................................................... 20
Table 4: coSpace selection when scheduling a call .................................................................... 46
Table 5: Customer details ............................................................................................................ 49
Table 6: MCU differences ............................................................................................................ 60
Table 7: MCU differences ............................................................................................................ 60
Table 8: Scheduling resource assignment control ....................................................................... 61
Table 9: Endpoint details ............................................................................................................. 63
Table 10: Endpoint billing options ................................................................................................ 63
Table 11: User details .................................................................................................................. 64
Table 12: Endpoint filtering .......................................................................................................... 69
Table 13: Custom text ................................................................................................................. 70
Table 14: Customer billing settings ............................................................................................. 72
Table 15: coSpace selection when scheduling a call ................................................................. 94
Table 16: Call types ..................................................................................................................... 95
Table 17: Call start modes ........................................................................................................... 95
Table 18: Call lifecycle ................................................................................................................. 96
Table 19: Call scheduling process ............................................................................................... 97
Table 20: Scheduling at VNOC terms ......................................................................................... 99
Table 21: Port allocation mode .................................................................................................. 100
Table 22: Explanation of Call Save options ............................................................................... 102
Table 23: Approving a call ......................................................................................................... 109
Table 24: Changing a call’s details ............................................................................................ 109
Table 25: Table of frequently used terms .................................................................................. 128
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Figure 1: Acano Manager interface ............................................................................................. 10
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Document Purpose
1 Document Purpose
Acano Manager is a single point of management for collaboration infrastructure used by
enterprises and service providers. This single interface brings together conferencing
management, proactive monitoring and management of large call volumes, self-service
scheduling, MCU management and multi tenancy and billing. This document is intended to
provide the teams that will be using Acano Manager with the knowledge that will enable
them to configure, test and ultimately use Acano Manager to deliver video conferencing
services.
The document is written from the perspective of somebody who has purchased Acano
Manager, installed it and is thinking “now what”? It guides the reader through the initial basic
steps of getting the system up and running and validating that it is doing what it should; it
provides guidance on what to look for and where to look when the expected results are not
obtained. With a basic, functioning, system in place, the document than takes the reader
through the process of importing users via LDAP (and in doing so, explains what is
happening and what to look for). This is then built upon and we go through multiple LDAP
configurations (multi-tenancy) and how the LDAP import process can be used to quickly
provision/remove users. It covers call scheduling, call management, gives insight into how
reporting and billing data is generated, the outlook plugin, billing etc.
Finally, it covers some of the more advanced features such as Access Control Lists,
configuring clustered topologies and failover.
The “now what” list of actions to be performed, which are covered in this document are:
Actions
Document Section
1. A basic understanding of what Acano Manager is
2. What is Acano Manager?
2. How to start it, stop it and location of log files
3. Introduction to using Acano Manager
3. Configuring a Call Bridge to use Acano Manager
4. Getting Started
4. Configuring Acano Manager to use the Call Bridge
5. Instruct Acano Manager to connect to the Call Bridge
6. Testing that the two systems are working together
4. Getting Started
a) Add a participant into a coSpace and check that
Acano Manager detects the activity
b) Managing calls; simple navigation of the Acano
Manager user interface
c) Reference checks to establish that the system
does basic tasks correctly; what to look for and
where
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Document Purpose
7. LDAP; importing users from a single LDAP server
5. Integration with Directory Services
8. LDAP; creating multiple tenants and importing
multiple sets of users from LDAP
5. Integration with Directory Services
9. LDAP; bulk deletes of users
5. Integration with Directory Services
10. coSpaces.
6. coSpaces
a) creating new ones.
b) coSpace management
11. Calls
a) Scheduling
9. Operations – Visual Network
Operations Centre (VNOC)
b) Management
12. The Outlook plugin
9. Operations (VNOC)
13. Reporting
10. Reporting
14. Billing
11. Billing
Table 1: “Now what” list of actions and document reference
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What is Acano Manager?
2 What is Acano Manager?
Figure 1: Acano Manager interface
Acano Manager is a video conferencing service delivery tool. Its purpose is to increase
productivity by enabling operators to schedule and manager more MCU calls. It automates many
of the day to day processes, including call confirmation and billing. Acano Manager also works
across a growing list of MCU’s, thus providing a single interface for call scheduling, management
and monitoring.
2.1 Acano Manager conceptual view
The following diagram provides a conceptual view of Acano Manager
Figure 2: Acano Manager conceptual view
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What is Acano Manager?
2.2 Acano Manager overview
The following diagram provides an overview of the Acano Manager.
Things created by Provisioning
Customers


•
Default Access Controls
•
Capacity
•
Premium Services (meet and greet
etc.)
•
MCU
URI (identity)
MCU resources (dedicated or
shared)
•
•
•
Layouts
•
PINs
•
Owning user
MCU’s

•
Address/type
•
Customer (dedicated or shared)
•
Resources (real or oversubscribed)
•
Number Range (URI range/dial plan
•
coSpaces hosted by each MCU


Prefixes
Tools to manage the work

coSpaces/VMR
Calls In Progress

Participants in each call

Tools to update auto-generated data
Call Outcomes and Virtual CDR’s
Tools to review the work done
•
Usage reports
•
How good were the calls?
Tools to convert calls to money
•

•

•

Gateways
Booking confirmations
Automation
•

Customer, ACL, optional owning user
• Dial plans
Call Lists (Calls and

Access Controls
coSpaces
• Controls who can see what
Calls
•

Customer ACL
Endpoints
•
The work to be done
Tools

Users
•


coSpaces/Virtual Meeting Room
Billing data
Am I using resources efficiently?
•
Can I avoid buying more?
Data generated by the workload

Call Data Records

Call Quality Records

Billing Records

Audit Records

MCU Port Usage
Figure 3: Acano Manager overview
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Introduction to Using Acano Manager
3 Introduction to using Acano Manager
3.1 Starting and stopping Acano Manager
The Acano Manager Service runs as a Windows Service and can be started and stopped in a
number of ways:

Using the Windows Service or the Windows Task Manager interface

Using the Acano Manager “Monitor” application

Via the “SC” (service control) command using the Windows Command Processor
Each of the above options has the same result: it sends a start/stop command to the Aano
Manager Service. You can use all three options in any combination.
1. Using Windows Service Manager or Windows Task Manager

Select the Services tab

Select Acano Manager Service

Right-click and click Start

Right-click and click Stop
NOTE: this requires administrator permissions.
2. Using Acano Manager Monitor


Acano Manager Monitor application
•
Folder: Acano Manager\Monitor
•
File: VQMonitor.exe
Acano Manager Monitor sends commands to
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Introduction to Using Acano Manager
•
Acano Manager Service
•
Acano Manager Importer Service
If you exit the Acano Manager Monitor application, the services keep running.

Starting the Acano Manager Service
•
Click on Service Primary Start
Once the Service is started, the “Statistics” tab will show details of Acano Manager activity.
This data updates every second.
3. Control via the “SC” command
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Introduction to Using Acano Manager

SC start “Acano Manager”

SC stop “Acano Manager”

SC sends a command to the Acano Manager Service (in the same way as option 1. and
option 2 do)
NOTE: Run the DOS shell as administrator.
3.2 Configuration and log files
All the Acano Manager configuration files are stored in the following directories:
•
Program Files > Acano Manager> Service
File Name: VQservice.exe.config
•
Program Files > Acano Manager> Monitor
File Name: VQMonitor.exe.config
•
Program Files > Acano Manager> Importer
File Name: VQImportor.exe.config)
•
Intepubs > wwwroot > am
File Name: Web.config
After the initial setup you should not need to edit or alter these configuration files (apart from
setting up email notification.)
If you do need to edit or alter these files, only do so with the guidance of an Acano Support
Engineer.
Acano Manager performs extensive logging:
•
in Program Files > Acano Manager > Service
•
File Name format: vqservice_startdate_at_time_000
In general, these messages are provided for information, but they are a good source of data
when troubleshooting. The presence of such messages is not a cause for concern necessarily.
If you are experiencing a specific problem with the operation or performance of the
Acano Manager software, Acano support can interpret logged messages and their significance
for you.
3.2.1 Configuration files

Program Files/Acano Manager/Service
•
VQ.Service.Exe.Config
•
XML file which can be used to control a range of non-standard settings
•
Be careful to not break the XML; watch out for <, > and spaces
•
Changes made to the config require a system restart to take effect
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Introduction to Using Acano Manager
3.2.2 Log files/diagnostics

Logging:
•

Acano Manager Service logs
•
Program Files/AcanoManager/Service/
•
“txt” files “vqservice….”
•
NOTE: files wrap-around at 900mb (30 files at 30mb/file)
•
Windows Event viewer
•
MCU logs
When contacting Support, supply:
•
The time and effected coSpace, call name, endpoints, users
•
Description of the issue
•
Steps to reproduce the issue
•
Relevant screen shots
3.3 SMTP settings
To setup email notification, you edit the VqService.exe.config
[We recommend that you do this in conjunction with an Acano Support Engineer]
There are three lines you need to edit in the Vqservice.exe.config file to enable email
The first two are towards the top of the file (details on pages that follow)
1. <add key="AdminFromEmail" value="[email protected]"/>
2. <add key="AdminToEmail" value=“[email protected]"/>
The next line to edit is towards the bottom of the file (details on pages that follow)
3. <network host=”SMTP details here” />
Save the changes.
Then stop and restart the Acano Manager service for the changes to take effect.
Use the Web User Interface (signed in as an Administrator) and use the Check Email menu item
to test.
3.3.1 Admin From and To emails
<add key=”AdminFromEmail”
[email protected]/>
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Used to identify who the email came from and
in most cases it is configured to identify the
Acano Manager system, e.g.
A[email protected]
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Introduction to Using Acano Manager
3.3.2 SMTP Host
<network host=”stmp.mydomain.com”/>
To specify a user account for SMTP
forwarding use:

<network
•
host=”smtp.mydomain.com"
•
port="25"
•
userName="myUserName"
•
password="secret"
•
defaultCredentials="true" />
For more examples see:
http://msdn.microsoft.com/enus/library/ms164240(v=vs.110).aspx
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Getting started
4 Getting started
This section discusses how to undertake the following tasks:
Step
Navigation Bar
Configure a Call Bridge to use Acano Manager
MCU list
Configure Acano Manager to use the Call Brige
MCU list
Instruct Acano Manager to connect to the Call
Bridge
MCU list
Call into an existing coSpace
Calls in Progress
See coSpace activity with the Calls in Progress
page
Calls in Progress
See coSpace activity from the coSpace List
coSpace list
Table 2: Connecting Call Bridges and Acano Manager
4.1 Notes on users and creating coSpaces
The Call Bridge ONLY works with users created in LDAP. Active Directory is a version of LDAP.

Acano Manager can only create coSpaces on the Call Bridge AFTER users have been
imported from LDAP

Trying to create a coSpace in Acano Manager before running an LDAP import
•


Results in the Call Bridge rejecting the request: “unknown User”
For that reason, initially, keep things simple:
•
Use coSpaces created on the Call Bridge
•
Use coSpaces created on Acano clients
This enables you to check the basics
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Getting started
4.2 Configuring a Call Bridge to use Acano Manager

Set the IP address of the Acano Manager server

Set the port

•
Acano Manager defaults the port to 5566
•
HTTPS is not currently supported
WARNING
•
•
Check that there are no firewalls between the Call Bridge and Acano Manager
•
External firewalls (e.g. Cisco)
•
Windows Firewall on the server hosting Acano Manager
Acano Manager gets all its state information via the events passed on this connection.
•

No connection: no state changes
Symptoms of a firewall/bad configuration problem
•
Calls In Progress shows no inbound participants
•
Outbound calls don’t connect and show “invite timeout” after approx.. 90 seconds
4.3 Configuring Acano Manager to use the Call Bridge

Customer; leave blank for system wide
•
All customers/tenants can use it

Give it a name

Select the type
•
Selecting Acano results in default values loading

Configure its IP address and port

Set username and password

Set the URI range
•
Good examples 1000 thru 9999
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Getting started

•
This defines the numeric URIs that will be used
•
Set the Listener Port: defaults to 5566
Set the MCU online
NOTE: The following details are required when configuring an MCU;
Step
Description
Customer
Customer Name or System wide
Make sure you have “has own MCU” set on the owning
customer. This enables the customer in the MCU’s
customer drop-down
Name/Type
IP address/port
Capacity
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Video and Audio Only; real and usable
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Getting started
Gatekeeper Prefix
Not used but allows Acano Manager to display the correct
user to operators on in Confirmation emails
User Name/Password
MCU Credentials (Administrator)
URI/Meeting Room Range
Range of Ids that can be used for Conference IDs
(NumericIds)
Table 3: MCU details
4.4 Instructing Acano Manager to connect to the Call Bridge

When Acano Manager connects to a Call Bridge, Acano Manager
•
•
Saves the time
•
Acano Manager checks all CDR events from the Call Bridge against this time. Any
CDR events generated before Acano Manager’s “online time” for this MCU are
discarded.
•
Remember: Acano Manager uses Acano CDR events (CallStarted, CallLegStarted)
to obtain state changes on the Call Bridge. If CDR events are discarded because
the Call Bridge’s time is earlier than Acano Manager’s, no state changes are
detected and therefore no Calls In Progress activity is seen
•
–
Ensure Call Bridge’s default mode is to have an NTP-synchronized
clock
Creates customers in Acano Manager for each newly discovered tenant
Fetches each participant from the Call Bridge that Acano Manager thinks is in a current
active call
•
This scenario happens if Acano Manager was restarted with active calls running on
the Call Bridge
•
If the participant is no longer connected, changes the participant state to
disconnected. If there are no participants in the call, sets the call state stopped.
Gets all of the participants from the Call Bridge who are in a call but unknown to Acano
Manager (participants who joined calls while Acano Manager was not running)
•
•
Ensure that the Windows Server hosting Acano Manager has an
NTP-synchronized clock
Gets the Tenant List from the Call Bridge
•
•
–
If the coSpace is not known to Acano Manager
–
Gets the coSpace details from Call Bridge
–
Creates a coSpace within Acano Manager; sets the “created by”
property to “Acano”
Sets the participant state to connected
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Getting started
•
Sets the call state to started; the call now appears in Calls in Progress
4.5 Connectivity between Acano Manager and the Call Bridge

Acano Manager and the Call Bridge connect over TCP/IP
•
Acano Manager sends commands to the Call Bridge
•
•
HTTP Commands from Acano Manager to the Call Bridge
Call Bridge sends state change events to Acano Manager
•
HTTP POSTs sent from the Call Bridge to Acano Manager

Configure the Call Bridge to send the HTTP Post events to Acano Manager

Remember to enable the firewall between them
•
Without these events from the Call Bridge, Acano Manager is blind
•
You see no activity in Calls In Progress
•
Endpoints don’t appear as connected in the Acano Manager Calls In Progress page
4.6 Testing calls into an existing coSpace

Use an existing coSpace on the Call Bridge
•
Log in to your Call Bridge
•

Go to the Configuration > coSpaces page (shown above)
If you don’t have a coSpace, create one
•
Specify a name
•
Specify a URI User Part (e.g. “mike”)
•
Click Add New
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Getting started

Check that it appears on the Call Bridge

Dial into the coSpace
•

Note; this example uses a phone and appears as an audio-only participant
You should:
•
See the call in Calls In Progress (“CIP”)
•
See the call in coSpace List
•
Active and All
•
See a “participant Joined” alert
4.7 coSpace List page
Viewing and searching for coSpaces

Retrieve the current set of coSpaces from the Call Bridge using Search

Admins can select the user whose coSpaces they want to find

Enter coSpace name to search for coSpaces with matching name

Select Active
•

Select All
•

Displays coSpaces that have participants
Displays all coSpaces matching the criteria
Leaving filter criteria blank results in Acano Manager displaying all coSpaces known to it
NOTE THE DIFFERENCE: Specifying a filter results in the latest information being fetched from
the Call Bridge.
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Getting started
4.8 Calls In Progress page
Dashboard view of call activity on the Call Bridge



Disconnect the participant (from the device)
•
The call disappears from CIP
•
coSpace List “active” does not show the call
Dial back into the coSpace
•
The call reappears in CIP
•
coSpace List “Active” will show the call. The Manage button is visible
Disconnect the participant from CIP
•
Either via disconnect All (on call row)
•
Or via the participant disconnect (participant row)
4.9 Has this all worked?
Yes, it has if…….

You dialed into your coSpace and saw it in CIP

The good news is
•
The Call Bridge can send events to Acano Manager
•
Acano Manager is able to send commands to the Call Bridge
•
Therefore you don’t have any firewall problems!
•
Your IP address configuration appears good
No, it hasn’t if…….

If you didn’t see your coSpace in CIP
•
Check for firewalls, Acano Manager MCU settings and Call Bridge receiver settings
(see next page for what to check first…)
•
Check that your Acano Manager and are using synchronized clocks (NTP servers)
•
If you still don’t see the coSpace in CIP, contact Acano Support
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Getting started
4.10 Incorrect Call Bridge CDR receiver settings
If you have dialed-into a coSpace and do not see it in Calls In Progress

Check you don’t have any filters set
•
Customer, MCU etc.

Check the Call Bridge log. Does it show an error stating that the connection to the CDR
receiver has failed?

If you see the error:
•
Check for firewalls (on the Acano Manager server and in the network)
•
Check for the correct IP address
•
•
Does the Acano Manager server have multiple network cards?
Check the port. Does it match what is configured in Acano Manager?
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Integration with Directory Services
5 Integration with Directory Services
5.1 LDAP/Active Directory summary


Import large numbers of users quickly
•
Create users, coSpaces, endpoints
•
Set properties such as name and email automatically
Equally useful
•
Delete large numbers of users quickly
•
Set a filter that results in the LDAP/AD server finding no matches
•
Acano Manager deletes all users within Acano Manager that do not exist in
LDAP/AD
•
Set the filter back to a value that results in LDAP/AD find matches
•
Re-run the Importer and reload all users

Users can be imported per customer/tenant (or system wide)

Users can be imported from multiple LDAP/AD servers (or from different locations on the
same LDAP/AD server)

Call Bridge and Acano Manager both use the same data
5.2 LDAP/Active Directory overview
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Integration with Directory Services
LDAP (X.500) – Lightweight Directory Access Protocol. Microsoft AD is a variant of LDAP (X
500)
Acano Manager supports Microsoft Active Directory (AD) and OpenLDAP.
All users on the Call Bridge are created from LDAP. Acano Manager can be configured to define
LDAP settings; after which Acano Manager can then import users from LDAP and optionally
create coSpaces. Acano Manager passes LDAP configuration to the Call Bridge. The Call
Bridge then imports users from LDAP and optionally creates coSpaces.
5.3 LDAP data structures
Details

Acano Manager

Call Bridge
•
Directory Configuration Details
•
Can be bound to a customer/tenant
or be system wide
•
Created each time an LDAP
Synchronize is performed
•
Specifies a LDAP server
•
References a LDAP Source (via
GUID)
•
•
•
•
Use different OU, base or filters
to differentiate
Specifies how Attributes map onto
Acano Manager fields
•
•
Multiple Directory Configurations
can be defined on the same
LDAP server
•
E.g. User AD attribute
“$ipPhone$” as the value for
coSpacesecondaryURI
•
$$ indicates “substitute value”
•
ipPhone is an Attribute within
LDAP
•
LDAP Sync
LDAP Source
•
References a LDAP Server
Structure
•
References a LDAP Mappings
structure
LDAP Server
•
Contains details of LDAP Server
•
Defines Field Mappings (In a
manner similar to that explained
for Acano Manager)
Allows transforms (via regular
expressions)
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Integration with Directory Services
5.4 Acano Manager configures Acano Service LDAP settings
5.5 LDAP import sequence marble diagram
The following diagram defines the sequence of events performed during an LDAP import. (Each
“blob” being a marble.)
The sequence of events is displayed across the top of the diagram
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Integration with Directory Services

Acano Manager fetches users from LDAP

Acano Manager checks whether it needs to delete users no longer in LDAP

Issues a Synchronize command to the Call Bridge etc.
Vertically, the diagram shows what happens on each MCU type;

the LDAP server

the Call Bridge
NOTE: The term “marble diagram” has been borrowed from the world of Reactive Programming.
5.6 Details on synchronization
Step 3 of diagram below.
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5.7 Call Bridge Sync completion
5.8 LDAP Importer logging
The Acano Manager LDAP Importer generates the following log files;

Importer errors
•

Summary of errors experienced during the import process
Importer Log
•
Detailed log file of the import process
•
Contains any errors; you will see them in the general context of the import process
•
Contains a summary of errors experienced during the Import process
The Acano Manager Importer service emails the Importer error and log files to the
administrator email address.
5.9 Acano Manager 1.1.2 LDAP process improvements
It is important to note that Acano Manager 1.1.2 contained significant changes from earlier
Acano Manager versions. These include:

improved logging and diagnostics

the point at which the Sync command is issued to the Call Bridge has changed; this now
happens BEFORE Acano Manager starts to create users and optionally, coSpaces. During
testing, this significantly reduces the cases in which a second LDAP import was required
because the Call Bridge had not yet completed its import process.
5.10 Starting the LDAP importer service
There are several ways of achieving this.
a. Via the Windows Services panel
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Integration with Directory Services
i.
Right-click Start or Stop
b. Via the Windows Task Manager
i.
c.
Select the “Services” and then right click on “Acano Manager” tab
Via the Windows “SC” (service control) command line application
d. Via the Acano Manager Monitor application
i.
Go to
•
Folder: Acano Manager\Monitor
•
Files: VQMonitor.exe
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Integration with Directory Services
Acano Manager Monitor sends commands to the Acano Manager Service and the Acano
Manager Importer Service.
If you exit the Acano Manager Monitor application, the services keep running
ii.
To start the Importer
•
Click on Importer Start
iii. To inspect log files
•
Refresh list and double click on Inspect a log file
5.11 Controlling when the LDAP importer runs
The Importer Process can be configured to run at regular intervals.
Go to:

•
Folder: \Acano Manager\ImporterService
•
File: VQ.ImporterService.exe.config
IntervalMinutes
•
Interval in minutes between Importer runs
•
The Importer runs, completes and then waits this period before resuming and running
once more through the cycle
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Integration with Directory Services

•
Defaults to 24 hours (1440 minutes)
•
<add key="IntervalMinutes" value="1440"/>
StartTimeHours
•
The Importer runs at this time every day (values 0 thru 23). Defaults to 6 AM
•
This time is server local time
•
<add key="StartTimeHours" value="6"/>
NOTE; StartTimeHours will be used in preference to “IntervalMinutes” if both values are set in
the config file
5.12 Example LDAP/Active Directory walk-throughs
5.12.1 Single customer LDAP import
1. Setting up the Directory Service configuration
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Integration with Directory Services

Create a new Directory Service definition
•
Select customer “SmallCo”
•
LDAP server is on 192.168.1.6
•
Filter: To pick up users from “group2” within the LDAP repository (this is a test set of
data; your LDAP server will have different schema. Please check with your LDAP
system administrator to get the appropriate settings for your system)

Values in $$ are the attribute names to extract from LDAP/AD (think of them as columns in a
database)

If required, transforms can be applied to the values returned by using “pipe commands”
•
“$mail|'/@.*/@mydomain.com/'$”
•
Decode:
•

Import column mail and then apply a regex command to it; replace all characters
after ‘@’ with “mydomain.com”
Acano Manager will create the coSpaces
2. Check User and Endpoint Lists to confirm that you don’t have any users or endpoints for
“SmallCo

User List page
•
Select Any using “*”
•
Click Go

Page displays a single user

Endpoint List page
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
•
Select Any using “*”
•
Click Go
No endpoints exist in the system (as expected)
3. Starting the Importer

Using Windows Service Manager or

Using Windows Task Manager
•

Select the Services tab
Select Acano Manager Importer
•
Right-click and click Start

Or use the Acano Manager Monitor Application

Or use the Windows SC command
All send a “start” command to the Importer process.
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Integration with Directory Services
4. Check User and Endpoint Lists to confirm that there are users and endpoints for “SmallCo”

User List page
•
Select Any using “*”
•
Click Go
The list now contains more users.

Endpoint List page
•
Select Any using “*”
•
Click Go
Endpoints are listed (as expected)
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Integration with Directory Services
NOTE: if you look on the Call Bridge, you will also find the coSpaces there
5. Checking the Import logs via the Acano Manager Monitor application
The log files confirm what was shown in the UI; the new accounts were created. They also give
details of the import
The Import Log files are Acano Manager\ImporterService
5.12.2 Multiple customers using LDAP import
1. Adding another LDAP source

Add another Directory Services configuration
•

Bind to customer “BigCo”
Select “Group6” from the repository
•
On the systems being used to create this material, we have a test LDAP server with
several groups of users. We’ll select users in ‘Group6’; your LDAP system will be
different
NOTE 1: Click Test connection to test you have the correct address and authentication details
NOTE 2: Clicking Done without values for “base note” and “filter” results in you seeing and
“LDAP Time out Error” (a bug has been filed)
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5.13 Directory Services page with 3 entries
In this instance, the 3 entries are importing from the same LDAP server.
5.14 Re-running the Importer



Using Windows Task Manager, Select the Services tab and then select Acano Manager
Importer.
Right-click and click Start
Or use the Windows SC command
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All send a “start” command to the Importer process

The following is expected to happen ….
•
“SmallCo” is up-to-date. No change
•
“BigCo” is imported
•
The Users & Endpoints lists show additional entries
5.15 Checking after multi-customer import
Check User and Endpoint Lists to confirm that there are users and endpoints for “SmallCo” and
“BigCo”

On the User List page
•
Select Any using “*”
•
Click Go
The list now contains additional users
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Integration with Directory Services

On the Endpoint List page
•
Select Any using “*”
•
Click Go
More endpoints are listed as expected.
NOTE: The Call Bridge also shows the coSpaces.
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Integration with Directory Services
5.16 Checking the Importer logs
Checking the Import logs via the Acano Manager Monitor application
The log files confirm what was seen in the UI; the new accounts were created
Log files give details of the import

Import Log files
•
Acano Manager\ImporterService
•
Note how “SmallCo” is imported
•
No change
BigCo then imported and created users
5.17 LDAP bulk deleting users
Use the LDAP import process to delete users, associated endpoints and coSpaces
The Acano Manager LDAP import process deletes any user (and associated Endpoints and , if
created by Acano Manager, coSpaces and coSpace members) IF the user not found on AD
during the LDAP import process.
Bulk delete can therefore be achieved by

Setting a filter that doesn’t match anything on the LDAP server

AM doesn’t get any users back from LDAP and therefore deletes all users(and associated
endpoints etc)
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In the above example, we change “Group2” to “Group2x”

Click done to save the details

Run the importer
•
All users get deleted
To reload the users, change “Group2x” back to “Group2

Click done to save the details

Run the importer
•
All users get imported
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coSpaces
6 coSpaces
6.1 coSpace List page
See or search for coSpaces
The current set of coSpaces can be retrieved from the Call Bridge using Search.
Administrators can select the user whose coSpaces they wish to find.

Enter coSpace name to search for coSpaces with a matching name

Select Active
•

This displays all coSpaces that have participants
Select All
•
This displays all coSpaces matching the criteria
Leaving the filter criteria blank results in Acano Manager displaying the list of all coSpaces
known to it.
NOTE THE DIFFERENCE: Specifying a filter results in the latest information being fetched from
the Call Bridge.
6.2 coSpace List – Start/Manage buttons
What is the difference between Start and Manage?
Start
The coSpace is “passive”; there are no participants in it. There is currently no call associated
with the coSpace
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coSpaces
Clicking Start creates a call on the coSpace; it allows you to then place outbound calls to
participants. Without a Start button, the coSpace can only become active if a participant dials
into it.
Manage
The coSpace is “active”; it has participants. Acano Manager has received a CallStart event from
the Call Bridge and at least on CallLegStart event. Clicking Manage displays the Calls in
Progress where you see this Call only.
6.3 coSpace management
6.3.1 Creating and deleting a coSpace.

Click Add New

Click Delete Selected
What happens when you delete a coSpace? It depends…..

If Acano Manager created the coSpace, the coSpace is deleted from the Call Bridge and
from Acano Manager (because Acano Manager is deemed to be the authority on items it
created)

If the coSpace was created on the Call Bridge (either via an LDAP import or as a result of a
user creating it via their Acano Client), Acano Manager simply deletes the coSpace from
Acano Manager’s current view of the world
If, sometime later, Acano Manager receives events from the coSpace, it will re-discover the
current state of the coSpace and present that information to users.
6.3.2 Creating a coSpace
Description of fields.

Customer

MCU; which MCU hosts this coSpace?
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coSpaces

URI (number or name)
•
Do not include the domain
•
Correct: “garageband.coSpace”
•
Incorrect: “[email protected]”

Description

Owner

Other fields include:
•
Audio and Video ports
•
Default from configuration settings

Default Layout

PIN #

CallId

Instant Messenger messages can also be deleted
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coSpaces

Which other users are members of this coSpace?
6.3.3 Adding users as members to a coSpace

A coSpace is visible in the following to all users defined as members
•
Acano Manager
•
Acano client

Permissions are defined via check boxes

Click the Add button to add more users

During the LDAP import process
•
If Acano Manager creates the coSpace, it automatically sets the owning user as a
member
•
If the Call Bridge creates the coSpace, it does the same
6.4 coSpaces and scheduled calls
A coSpace exists on the Call Bridge. It takes no resources and therefore, can be essentially an
infinite number. coSpaces last forever, until they are deleted.
A scheduled call takes place at a given time and has a duration. Resources are assigned
(reserved) for the call. Scheduled calls are created on the MCU seconds before they are due to
start and are deleted from the MCU after they reach their end time. Scheduled calls can be
extended, both in terms of capacity and duration, at any time, assuming that the resources are
available. A scheduled call can exist as a temporary coSpace or on a coSpace that already
exists. You can create a call to last ofr 2 hours from 10.00AM next Tuesday (for example). This
call can be hosted on a coSpace you already have (e.g. on “mycoSpace”)
A scheduled call can exist as a temporary coSpace or on a coSpace that already exists. In this
case, the call “inherits” all the properties from the coSpace, including the URI, which enables the
users to dial into the call using a familiar URI – e.g. “mycoSpace”.
The call is terminated at it’s end time; the coSpace continues to exist as normal. The call can be
hosted on a coSpace that Acano Manager dynamically creates and then destroys after the call
has completed.
6.5 coSpaces and VMRs
Legacy MCUs have calls. These calls had properties such as number of participants, layouts
etc. Typically MCUs had limited mechanisms to allow large numbers of Virtual Meeting Rooms
(VMRs). For example, Codian: limited ot 200 calls/MCU. RMX: limited to several thousand.
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coSpaces
Acano MCUs are designed to scale and introduce the concept of the coSpace. They have
support for infinite numbers of coSpaces. The coSpaces consume no resources until they are
used. These coSpaces have properties such as layouts. Other properties are defined by profiles.
For example, the number of participants is controlled by Call Profile. The participant user
experience is controlled by Call Leg Profile, including mute on connect, bandwith etc.
Acano Manager Call Profile is not supported in Acano Manager 1.1.2. A future version of Acano
Manager will support Call Profiles. Acano Manager supports coSpaces and, on legacy MCUs,
Virtual Meeting Rooms.
6.6 coSpace selection when scheduling a call
Step
Description
1
Click +Call to start process of scheduling a call
2
Provide the details of which customer (multi-tenant
environment) and who the call is for (Taniya in this case)
3a (option
Either schedule the call on a temporary coSpace
(created by Acano Manager)
3b (option
Or, schedule the call on one of the available coSpaces for
this customer; e.g. Taniya’s
NOTE 1:
When a call is scheduled using a predefined coSpace, the
basic properties for the call are obtained from the coSpace
(e.g. the Call’s URI, default layouts, capacity.) These can
only be changed via the coSpace Details page and not on
the call.
Table 4: coSpace selection when scheduling a call
6.7 coSpaces and call marble diagram
The following diagram shows how calls within Acano Manager are created when activity takes
place on a coSpace. It also shows how coSpaces are used as “carriers” to host scheduled calls.
Across the top are a sequence of events.

coSpaces are created

Participants join the coSpace

Text aligned to each marble explains what happens
Vertically, it shows what happens on each MCU type.

The Call ADR table

The Participant ADR table
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coSpaces

The Call Quality table
The term “marble diagram” has been borrowed from the world of Reactive Programming.
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Building Out
7 Building out
7.1 Notes on customers
Multi-tenancy is an Acano Manager option; with it, you can host more than one customer. This is
primarily intended for service providers. It allows them to host more than one user on the same
system.
Concepts


Resources can be assigned to customers (called tenants on the Call Bridge)
•
A customer can have their own dedicated MCUs (one or more; Acano and/or legacy)
•
Maximum call rates
•
In billing mode:

•
Billing rates for each call type can be defined
Meet and Greet (aka Concierge), Call Monitoring etc..
Users are grouped; users, calls, endpoints from one customer will be ring-fenced from other
customers
•
Default properties for new users can be defined; Access Control Types
•
Directory Service (LDAP/Active Directory) can be defined per customer
The first customer in Acano Manager is labeled “Your Company Name” and is the root
customer
•
Root customer cannot be deleted
•
Root customer will, by default, not use the tenanting mechanisms on the Call Bridge
•

Limits can be defined that allow “bursting” port usage to be charged for
Services can be enabled and you can allow users to request premium services e.g.
•

•
•
If you want/need to do this, please contact Acano Support
•
For more details about customers/tenants see slide Ringfencing Users
We suggest that you rename this customer to something more meaningful in your
environment.
Customer management has become much easier with LDAP/AD
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Building Out
7.2 Customer Details
Step
Description
Name
Customer Name
Theme
Branding for customer; leave as default
Access Controls
Tag and Service ACL created automatically when customer
is created
Default is for users of customer to only see users/calls
within this tenant
Bandwidth
Max and default
Cost Code
Create new Cost Code in cost code table
Rates
In billing mode, rates for the various call types can be
defined
Has Own MCU?
If yes, check. MCU can then be created and linked to this
customer
Calls scheduled by customer’s users are placed on
MCU9s) owned by this customer
Allow M&G, Monitor and 24hour premium services
Options displayed on the New Call page
Done
Creates new customer
Table 5: Customer details
7.3 Customer Access Control management

Acano Manager automatically manages a default set of Access Controls

Each time you create a new user, Acano Manager:
•
Creates a new Access Control (ACL) Tag with the customer’s name
•
Creates a new Access Control Service with the customer’s name
•
Adds the customer’s ACL tag into the ACL Service definition
•
Sets the default User ACL Tag on the customer
•
Sets the default Endpoint ACL Tag on the customer
•
Sets the default ACL Service on the customer
•
The result of this is:
•
•
All new users and endpoints created on the customer should have the correct ACLs
•
The customer’s users are able to see other users, calls and endpoints for this
customer only
The Global ACL Service will be updated
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•
•
The new Customer’s ACL tag will be added to the Global (“*”) Service
•
This enables System Level Operators, Admins to see all users from all customers
If you delete the customer, the customer’s ACLs will be deleted
•
The Global ACL service is then updated
7.4 ACL Usage by Operator type

System-wide Operators
•

Customer-specific Operators
•

ACL Service includes all customer Tags
ACL Service ONLY includes customer’s Tag
Result:
•
System-wide Operators see all endpoints/calls
•
Customer Operators only see customer’s endpoints and calls
7.5 Access Control Lists

Principals
•
“ACL Tag”
•
Define type of thing (user)
–
•
E.g. SmallCo, BigCo
“ACL Service”
•
What can somebody “see”
•
List of “things”
–
Service (SmallCo and BigCo) – SmallCo see SmallCo things,
BigCo see BigCo things
NOTE: If a tag is defined within a service level, users at that service level see ALL users with the
Tag.

“Global”
•
Automatically maintained; see everything
•
•
New customers created;
•
Customer ACL Tag and Services created Automatically
•
Service created; Customer Tag added to Service ACL
•
Customer ACL Tag added to Global
Customers deleted; ACLs tidied up and removed from Global
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7.6 Example Service ACL
7.6.1 “BigCo” ACL Service
In this example, the Service ACL “BigCo” (created for customer “BigCo” when the company was
created – indicated by “system generated”) is shown.

The ACL service contains a single ACL Tag of type “BigCo”

The “BigCo” Service therefore “sees” all things tagged with the “BigCo” Tag

•
Users
•
Endpoints
Use the toggle button to expand/contract
7.6.2 “SmallCo” ACL Service
In this example, the Service ACL “SmallCo” (created for customer “SmallCo” when the company
was created – indicated by “system generated”) is shown.

The ACL service contains a single ACL Tag of type “SmallCo”
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
The “SmallCo” Service therefore “sees” all things tagged with the “SmallCo” Tag
•
Users
•
Endpoints
7.6.3 Global ACL Service
In this example, the Global Service ACL is shown

This ACL is maintained automatically and contains the ACL Tags for all customers

The “Global” Service ACL therefore “sees” everything
•
Users
•
•
Note the mix of user names with different domain names indicating users across
multiple customers
Endpoints (not expanded)
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7.7 Example ACL settings for a user

User: Anastasia [email protected]
•
ACL Tag: SmallCo
•
ACL Service: SmallCo
Explanation
This User’s (Anastasia) Service ACL allows the user to “see” all other users with the Tag
“SmallCo”.
The full list of users and endpoints at this ACL Service level can be see here.
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7.8 Ringfencing users
Acano Manager

Customer/tenant specific ACL
•


Tenants created without a tenant
GUID contain users and coSpaces
that are visible to all other tenants

Tenants created with a GUID contain
users and coSpaces that are visible
to other users within the tenant AND
to any tenants that don’t have a GUID
set

Acano Manager sets a tenant GUID
on all non-root tenants (i.e. the 2nd
and subsequent customer/tenants
created)
Global ACL
•

Users at the customer/tenant only
see tenant calls, coSpaces and
devices from the same
customer/tenant
Call Bridge
Typically, this is reserved and
used by Service Provider
Admins/Operators and allows
them to see users, coSpaces and
endpoints from all
customer/tenants
Custom ACLs
•
Allows focused ringfencing of
user groups (e.g. specific
Operators seeing specific subsets
of users, calls and coSpaces)
•
A tool can be supplied to set
tenant GUID on the root tenant if
required
•
It is intended that this maps onto
the ‘trust’ levels required on a
server where the service provider
uses the Acano Manager rootcustomer/tenant and want to have
visibility into all tenants on the
Call Bridge
7.9 Creating custom ACL’s
Why might you want to do this?
Supposing you are a Service Provider and you want some of your operators to manage calls for
customers 1, 2 and 3 whereas another set of operators should only see and manage calls for
customers x, z and z.

What’s the process?
•
Create a new Tag with a name that is meaningful. E.g., EastCoastOperator
•
•
We’ll later create Users with this Tag type
Create a new ACL Service with a name that is meaningful, e.g., EastCoastOperator
•
Add the EastCoastOperator tag
•
Add all the other tags required (for example, all customers located on the East
Coast)
•
Use the “Service Level Users” panel on the Service ACL to see what Users at the
ACL will “see”
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•
Create your East Cost Operator Users
•
Set their ACL Tag to EastCoastOperator
•
Set their ACL Service to EastCoastOperator
7.10 Finding users and endpoints
Where did they all come from?
Historically, users and endpoints were created manually. However, tools can be custom
produced to automate the import of large datasets. For example, again historically, endpoints
have been imported from TMS, which is still possible with Acano Manager 1.1.
From Acano Manager 1.1, user management vial LDAP?AD has become the norm.



During the LDAP/AD import process Acano Manager
•
deletes any users within Acano Manager that are no longer defined within LDAP/AD
•
Imports all users from LDA/AD
•
Creates a user for each LDAP/AD user
•
Creates an endpoint for each user (using the user’s name)
•
Optionally creates coSpaces and adds coSpace members
•
Configures the Call Bridge and instructs it to perform an LDAP/AD sync
•
For more details, see the section “LDAP/AD”
Can I create more?
•
Users can be created manually; however, only users imported from AD will be available
on the Call Bridge
•
Therefore new Acano Manager users will typically be Admins
How do I delete users and re-fresh my lists?
•
See the notes example imports of LDAP/AD data
7.11 Events/alerts marble diagram
Within Acano Manager, software ‘events’ fire when key things happen. Examples include: Call
Scheduled, Call Updated, Call Starting, Call Started, Call Ended, Participant Joined. These
events can be:

Displayed on the user interface in the Alert Panel at the top of the page (Admins/Operators)

Sent to groups of users via email
•
A script can be run against the event and custom emails sent. The email can either be in
text or HMTL
•
Alerts can be managed via the Alerts List page and then click Configure (bottom of the
page)
NOTE: A busy system can generate a lot of alert emails so be selective about what you enable.
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The above diagram shows events firing:

Alerts being generated that appear in the user interface Alert Panel

Emails being generated
7.12 Who sees which event?

Alert Configuration page
•


Admins, Ops, Call Owner etc.
Emails set to all “matching” user types with an email address
•
All admins with an email address
•
All operators with an email address
•
Call owner
Gotchas
•
Alert configuration is saved at call creation time
•
You do not see an alert if the configuration is changed AFTER scheduling a cal
7.13 Alerts

User-defined alerts to prioritise response

Email – txt/html option

36 types, two port threshold %’s, three timer settings
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7.14 Call confirmed alert
Lync Click to Call
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7.15 Notification scripts

Automatically generate confirmations

User-defined text

Text substitution (accessing Acano Manager’s object model)

Very basic scripting language

•
Conditions
•
Loops
See README in Acano Manager\Server\Email Templates
7.16 MCU differences – limits and mechanics
Mode
Description
Acano

State changes sent to Acano Manager (as
CDR events); posted to 5566 (make sure
firewall is open!)

Infinite number of calls (coSpaces)

coSpace = VMR on steroids

All Acano Manager calls are created on a
coSpace

Native support for coSpaces; calls created
when the first participant joins the coSpace

State information obtained via polling

200 calls per MCU (regardless of ports)

Acano Manager creates VMRs as “always
there” calls
Codian
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RMX

State information obtained via “delta”s (xx
[call/participant] changed)

4000 calls per MCU

Acano Manager creates VMRs as “always
there” calls
Table 6: MCU differences
7.17 MCU states
Step
Description
Online
MCU online and Acano Manager communicates
with it successfully. If any form of connection
problem occurs, Acano Manager retries 5 times
Transitory
MCUAfter
going
offline
(timeout 5 state;
seconds).
5 attempts,
state >
beginOffline
Acano Manager attempts to reassign any calls
not bound to this MCU to other MCUs with
resources available
beginOffline
Offline
beginOnline
Transitory state; Acano Manager is bringing the
MCU online (connecting to it) and then
“discovering” which calls are active on the MCU
Table 7: MCU differences
7.18 Scheduling resource assignment control
Option
Description
No MCU specified
“Least Loaded” scheduling; call placed on least
loaded MCU
Preferred MCU
Call placed on defined MCU; if no resources
available, schedule fails “no resources”
Customers with their own MCU
Calls will be assigned to the customer’s MCU
“Pooled MCU” mode allows “no resources” calls
to be scheduled on system pool MCUs
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Online/Offline MCUs
Calls can only be scheduled against OnLine
MCUs; if no “preferred MCU” is specified, calls
are reassigned to another MCU if an MCU
offline event occurs
Table 8: Scheduling resource assignment control
7.19 MCU list – port usage – current/forward
Acano Manager tracks the MCU ports currently allocated and those about to be consumed.

Current; ports currently allocated

Future; the port allocation 15 minutes in the future
Why is there a difference?
Scheduled calls have assigned resources

Activity on coSpaces is unplanned and could be outside “typical” ranges
•
Puts scheduled calls at risk because of finite resource count
Future allows operators to monitor whether a problem is looming (in 15 minutes)

More coSpace activity than expected

Potential to impact scheduled calls

Allows scheduled calls to be moved
7.20 Notes on endpoints


Within Acano Manager, an endpoint represents a device
•
Phone
•
Acano client
•
Lync client
•
Classic room system
Devices have properties
•
Names, addresses, contact details for people responsible for them
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
An endpoint can be scheduled to participate in many calls
•
Some MCUs allow the endpoint bandwidth to be managed (and details like initial mute
state)
•
The properties used per call might be different
•
Acano Manager uses “participant” to define an endpoint in a specific call
7.21 Endpoint details
Mode
Description
Customer
Customer Name or system-wide
User
Associate to user – Operator for launcher
Endpoint name
Display Name override
Display this name into video stream (Codian)
Contact details
Exchange
Leave blank; only used with Outlook plugin
Info/URL
Leave blank
DTMF
DTMF string <31 chars; injected into call on
connect (,,,,#,,,888,,,#)
Audio Only
Recording
Enables billing
Local and Time Zone
Booking confirmation
MAC address
Used when running TMS importer
TMS Id
Set when importing from TMS
Primary
Set protocol and number
Secondary
Optional
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Rate Mode
See next section
Date certified
Set this to avoid seeing a non-certified warning
in Calls In Progress. It can be set to today’s
date. Additional certification notes can be added
Notes
URL
When set, allows direct link to device’s
management console from icon in Calls In
Progress
Table 9: Endpoint details
7.22 Endpoint billing options
Mode
Description
Zero Rated
No charges applied to this endpoint
Customer
Apply customer’s rates when this endpoint joins
a call.
NOTE; system wide endpoints (e.g. those
belonging to the service provider) are not rated
unless:
Device

The device belongs to the launching
operator and is providing Meet and
Greet(aka Concierge)/monitoring.

The device is marked as a recorder
Device-specific values can be entered and will
be used when this endpoint joins a call
Table 10: Endpoint billing options
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7.23 User details
Mode
Description
Customer
Select customer or leave blank (system-wide)
LoginID
Login user name
First Name/Last Name
Contact Details
Email/Telephone
User Access Level
Customer’s ACL (ACL Tag; who will see them)
Service Access Level
List of ACL Tags visible to this user
User Type
User, Admin, Operator……..
Local
En-US (MM/DD AM/PM), En-GB (DD/MM 24hr)
Time Zone
This will default to the customer’s default
Max Endpoints
How many endpoints will list
Default Cost Code
Table 11: User details
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7.24 Customer billing settings
7.25 Creating a new endpoint
Customer not set,
system wide
Access Level MUST
be set for endpoint to
be “visible”
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
If customer
selected, defaults
to customer’s ACL

If system-wide,
set to the most
appropriate ACL
level
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Primary & secondary
network connections
methods
Used from within CIP to
allow operators to quickly
switch to an alternative
number
Set certified
date to avoid
warning
symbol being
displayed in
CIP when this
attendee joins
a call
Date system certified (tested OK)
NOTE: System can be configured to not allow call to be scheduled if a non-certified device is
selected.
7.26 Notes on system-wide endpoints
This is useful in Service Provider environments where you might have devices which are not
bound to specific customers. This allows:

When adding participants to a call, you see all endpoints that belong to a specific customer
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
If you need to add one of the service provider devices, you can clear the customer selector
and see them
Clear customer field to only see system-wide devices.
* (any) shows all which might be a lot….
7.27 Notes on endpoint addresses
Acano Manager enforces a rule that all endpoints are unique. The reality is that you’ll need
multiple devices with the same address; examples include audio bridges.

Acano Manager supports {} notation to allow multiple devices to have the “same” address
•
192.168.1.1{0}
•
192.168.1.1{1}
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•

192.168.1.2{2}
When the commands are written to the MCU (for example, inviting somebody into the call)
•
The {0} contents are stripped and Acano Manager passes 192.168.1.1 to the bridge
•
Works for add address types: [email protected]{0}, [email protected]{1} etc..
•
The numbers in brackets do not need to be sequential (0,1,2,3) but that is the
convention
7.28 Selecting an endpoint at call schedule
Customer Field - Defaults to customer selected for the call. Select system-wide (blank), “*” (any)
or include another customer/tenant to include devices from other tenants, (if the current user’s
ACL allows.)
Endpoint filter – Use wildcards to find device names/remote party addresses
e.g. *Ion, *mydomain.
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7.29 Endpoint filter set
Mode
Description
Customer
*, ?, auto-complete
* = any
? = List all (what are the options?)
Auto-complete = start typing and Acano
Manager will display matching options
Filter
By name, number etc
Include external
Include any external (inbound or outbound)
Go
List details
Table 12: Endpoint filtering
7.30 Endpoint filter set
7.31 Custom Text
Mode
Description
Enabling/Disabling settings
Allowing users to delete calls, defining setup
times. Making setup times read-only, renaming
values, showing/disabling functionality
Visible
When set, this enables the setting
Mandatory
The value must be supplied
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Read Only
The value cannot be updated
Custom Text started as a mechanism to allow
customization of names. It has grown into an
ugly monster………
Future versions of Acano Manager provide a
clean and consistent way of achieving the result.
Table 13: Custom text
With custom text you can:

Configure services for users

Change names to locale preferences

Enforce visible / mandatory / read-only
7.32 Custom Text example
Enforce Billing Code entry to book a call using the client portal
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7.33 Useful Custom Text options

Calls In Progress – show calls expanded
•

Setup Time
•


Define a default setup time for users
User Setup Time Read-Only
•
Prevent users changing setup time
•
Useful when a fixed gap between calls is required
User Update Call overview
•

Enable/Disable Recurring calls for users
User Setup Time
•

Enable/Disable CIP Mute button for users
User Recurring Calls
•

Enable/Disable CIP connect button for users
User Enable Mute
•

Enable/Disable Calls In Progress for users
User Enable Connection
•

Define a default setup time for all calls
User Enable Call Overview
•

CIP loads with calls expanded
Allow the user to update settings on CIP Enables a Read-Only mode
Zero Setup for Start now
•
If a user schedules a call for “now’, enable the setup time to be zeroed
7.34 CDR/Billing marble diagram
The following marble diagram shows a sequence of events across the top.

A call is scheduled

Some time later, the call is updated

Some time later, the call starts on the MCU and a “call started” event fires

Participants start to join the call

Participants leave and eventually the call is terminated on the MCU

After the call has completed, an Operator updates the call’s outcome
The vertical arrows show where data from each event is written (Acano Manager’s SQL table).

The Call ADR table

The Participant ADR table
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
The Call Quality table
NOTE: The term “marble diagram” has been borrowed from the world of Reactive Programming.
7.35 Customer billing settings
Mode
Description
Inclusive Video Participants
Defines the number of concurrent video
participants that the customer pays for as part of
an “inclusive” tariff. The customer will be
invoiced at the IP Video rate when the
concurrent limit is exceeded
Inclusive Audio Only Participants
Defines the number of concurrent audio
participants that the customer pays for as part of
an “inclusive” tariff. The customer will be
invoiced at the audio rate when the concurrent
limit is exceeded
Rates
Rate per hour. MeetandGreet/Recording are
charged per call
Table 14: Customer billing settings
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7.36 Example customer billing settings
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8 Operations (IT)
8.1 Configuring Acano Manager to use HTTPS
From Acano Manager 1.1, the Outlook plugin does not support HTTPS. This is a bug and is
being worked on. Contact Acano Support to check on progress.

Step 1
•
Create and/or install a SSL certificate on your system
•


https://www.digicert.com/ssl-certificate-installation-microsoft-iis-8.htm
Step 2
•
Open IIS Manager
•
Select the Acano Manager web site
Step 3
•
Select the SSL mode required
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
Step 4
8.2 Outlook Plugin
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8.3 Clustered Call Bridges
Acano Manager support for clustered Call Bridges
Acano Manager
Acano Call Bridge 1.2
1.1
Acano Call Bridge 1.6
yes
yes
1.1.1
1.1.2
(single Call Bridge only)
1.1.3
1.1.4
1.6
no
Yes
1.6.1
8.4 Configuring clustered Call Bridges

Setup:
•
•
Before configuring the clustered Call Bridges in Acano Manager you need to make sure
that each Call Bridge has been configured with a unique CDR Listener port
•
Check Acano Manager MCU details page; CDR Listener port
•
Check Call Bridge CDR Receiver settings; these should match the “Listener” CDR
port with Acano Manager
Go to the Configuration->Cluster page on the Call Bridge user interface
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8.5 Adding Call Bridges in clustered mode
8.5.1 Adding Call Bridge Number 1

For each Call Bridge listed under “Clustered Call Bridges” create a new MCU in Acano
Manager

For the MCU Name Field you need to enter the Call Bridge Unique Name
•
NOTE: the name is case sensitive and MUST match exactly

For the IP Address field you need to enter the IP address from the Call Bridge Address field

For the Listener Port Field you need to put the unique CDR Receiver Port for this specific
Call Bridge
•
Each Call Bridge must use a different port
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8.5.2 Adding Call Bridge Number 2

Call Bridge #2
•
NOTE: The CDR Listener will receive CDR events on port 5567
8.6 Clustered configuration checks
8.6.1 Making sure the system is working as expected
Check

Each Call bridge’s CDR receiver points to the correct Acano Manager CDR Listener
•
The CDR Listener that receives a Call’s CDR event tells Acano Manager which Call
Bridge the call is on
•
If the CDR is sent to the wrong Acano Manager CDR Listener:
o
Acano Manager’s Calls In Progress page will show the call
on the wrong Call Bridge
o
When Acano Manager sends Call Bridge specific
commands (such as mutes and layouts), it will send them
to the WRONG Call Bridge and the request will fail. You will
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therefore experience inconsistent user experiences (things
not working correctly)

If the Call Bridge is unable to send CDR events to Acano Manager, Acano Manager will be
unaware of any state changes; calls will not appear in Calls In Progress and Outbound calls
will not appear to connect.
•
Check each Call Bridge’s System Status; does it show that the CDR Receiver was
unable to establish a connection (see slide coming up – Incorrect Call Bridge CDR
receiver settings)
•
Check for firewalls on all CDR Receiver ports
•

Either in the network or, more commonly, the Windows Firewall on the Windows
Server hosting Acano Manager
Check
•
Each Call bridge’s CDR receiver points to the correct Acano Manager CDR Listener
•
The CDR Listener that receives a Call’s CDR event tells Acano Manager which Call
Bridge the call is on
•
•
If the CDR is sent to the wrong Acano Manager CDR Listener:
o
Acano Manager’s Calls In Progress page will show the call
on the wrong Call Bridge
o
When Acano Manager sends Call Bridge specific
commands (such as mutes and layouts), it will send them
to the WRONG Call Bridge and the request will fail. You will
therefore experience inconsistent user experiences (things
not working correctly)
If the Call Bridge is unable to send CDR events to Acano Manager, Acano Manager will
be unaware of any state changes; calls will not appear in Calls In Progress and
Outbound calls will not appear to connect.
•
Check each Call Bridge’s System Status; does it show that the CDR Receiver was
unable to establish a connection (see slide coming up – Incorrect Call Bridge CDR
receiver settings)
•
Check for firewalls on all CDR Receiver ports
•
Either in the network or, more commonly, the Windows Firewall on
the Windows Server hosting Acano Manager
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8.7 Using the WebRTC client from the Call Bridge

Use the WebRTC client from each Call Bridge

Https://<Call Bridge IP address>:5443

Sign in

Place a Call into the coSpace

Using the coSpace’s Call Identifier

Check Acano Manager’s Calls In Progress page shows the call on the correct Call Bridge
(MCU)
8.8 Incorrect Call Bridge CDR receiver settings

If you have dialed-into a coSpace and do not see it in Calls In Progress
•
Check you don’t have any filters set
•
Customer, MCU etc.

Check the Call Bridge log. Does it show an error stating that the CDR receiver is not
responding?

If you see the error:
•

Check for the correct IP address
•

Check for firewalls (on the Acano Manager server and in the network)
Does the Acano Manager server have multiple network cards?
Check the port
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•
Does it match what is configured in Acano Manager?
8.9 Deployment topologies
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8.10 Monitor application (stand alone)
8.11 Monitor


Allows Service Start/Stop
•
Acano Manager platform is a Windows Service
•
Can also be started/stopped from Windows Services
Importer Start/Stop
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
Status (and servers)
•
Uses API to get data from
platform

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•
ADR
Management
(deleting)
•
Audit Recode
Management
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8.12 Monitor (fail-over)
8.13 Failover model

Primary
•

Warm standby
•

Checks database; if no heartbeat, initialize and assume control
Status ports 57051
•

Updates database “heartbeat”
Allow apps to determine primary
“One way” failover
•
Primary > secondary.
•
If secondary fails, doesn’t switch to primary
8.14 Failover considerations



Time/Distance between servers
•
SQL should be 1 to 5msecs from Acano Manager
•
Acano Manager West Coast US, SQL East cost: bad
Failure in first 90 seconds
•
Secondary will not switch
•
Assumes primary is initializing
Switch time normally approx. 90 secs
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8.15 Configuration files

Program Files/Acano Manager/Service
•
VQ.Service.Exe.Config
•
XML file which can be used to control a range of non-standard settings
•
Only edit this file if instructed to by Acano Support
•
Changes made to the config require a system restart to take effect
8.16 Log files/diagnostics

Logs from:
•

Acano Manager Service logs
•
Program Files/AcanoManager/Service/
•
“txt” files “vqservice….”
•
Note: files wrap-around at 900mb (30 files at 30mb/file)
•
Windows Event viewer
•
MCU logs
Information:
•
Time, Call Name, List of endpoints
•
Description of the issue
•
Any relevant screen shots
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9 Operations (VNOC)
The majority of day to day activities such as call management and
scheduling are done from the top menu section of Acano Manager

coSpace Management

Call Scheduling

Calls In Progress (aka Dashboard) – managing calls

Templates and Recurring calls

Approvals of Premium Service Calls
The Reporting tabs provide comprehensive filters
and the ability to export data for onward distribution

Activity – high level useage data

Call Data and Call Quality Reports

MCU Useage graphs

Call Summary

Cancelled and No Shows
9.1 Where to calls come from?



coSpaces created on Acano Manager (Manually or via the AD/LDAP import)
•
Participant joins the coSpace and a Call is created
•
coSpaces created by Users from their Acano Client
•
Acano Manager discovers them when the first participant joins
•
coSpace List page can also be used to Search for them on the Acano Server
coSpaces created by the Acano Server as part of an AD/LDAP import
•
Acano Manager discovers them when the first participant joins
•
coSpace List page can also be used to Search for them on the Acano Server
Gateway calls
•
Gateway calls are typically between Trunks and allow, for example, Lync -> Room
System calls
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•

Scheduled Calls created by Acano Manager (by Admin/Operators or normal Users)
•

Gateway calls do not use a coSpace
These can use a temporary coSpace (created dynamically by Acano Manager) or an
existing coSpace
Calls Created via Outlook
9.2 How do I see coSpaces?
coSpace List page

Search for a coSpace by name

Search for all coSpaces for a user

View active coSpaces

View “all” coSpaces
NOTE: Acano Servers are designed to allow big systems. It is intentional that users can not see
“all” data – on large systems there could simply be too much.

Active
•

Manage
•

The coSpace has Participants. Click to see Calls In Progress for this Call only
Start
•

See only coSpaces with Participants
The coSpace has no participants and therefore there is no Active Call. Start Creates a
Call on the coSpace and allows you to add Participants
Add
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•

Create a new coSpace
Delete
•
Delete the coSpace if it was created by AM
•
Deleting a non-AM created coSpace simply removes it from AM. The coSpace remains
on the Acano Server
9.3 What’s the difference – calls/coSpaces?
Why is there a Call List and a coSpace List?


A coSpace can exist on the Acano Server and consume no resources
•
When a participant joins the coSpace, a Call Starts
•
Acano Manager detects this Call Start and creates a corresponding Call
•
The Call appears in the call list
•
The Call appears in the Calls In Progress page
•
When the last participant leaves, the call will end (and disappear from Acano
Manager’s list)
A user can create a coSpace from their Acano Client
•
Acano Manager will only know the coSpace exists when the first participant joins the
coSpace
•
Until this time, the coSpace will not appear in the coSpace list
•
To “discover” a coSpace, use the coSpace List page and Search for the coSpace
–
This sends a search command to the Acano Server
–
Acano Manager’s list of coSpaces is updated
NOTE: because the system is designed to scale, we can’t display everything all the time. If you
can’t see something, search and AM will update from the server.
•
Acano Manager will keep the coSpace in its active list for 72 hour. The coSpace will
remain on the Server just not appear in AM’s coSpace list
•
In addition to informing Acano Manager that the coSpace exists, the first participant
joining indicates a new Call.
–

Acano Manager creates a corresponding new Call
If a user schedules a call, Acano Manager will create a coSpace to “host” the call.
•
A Call can also be scheduled on a known coSpace
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9.4 coSpace List page
See or search coSpaces

Get the current set of coSpaces from the Acano Server using “Search”

Admins can select the user for whom they want to find coSpaces for

User coSpace name to search for coSpaces with matching name

“Active”
•

“All”
•

Displays coSpaces that have participants
Display all coSpaces matching criteria
Leaving filter criteria blank results in Acano Manager displaying the list of all coSpaces
known to Acano Manager
NOTE THE DIFFERENCE: Specifying a filter results in the latest information being fetched from
the Acano Server.
9.5 coSpace List – Start/Manage buttons
What is the difference between “start” and “manage”?

“Manage”
•
The coSpace is “active”; it has participants
•
•
Acano Manager has received a “CallStart” event from the Acano Server and at least
one CallLegStart event
Clicking “Manage” takes you to Calls In Progress where you see this Call only
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
“Start”
•
The coSpace is “passive”. There are no participants in it. There is currently no call
associated with the coSpace
•
“Start” creates a call on the coSpace; it allows you to then place outbound calls to
participants
•
Without a ”start” button, the coSpace can only become active if a participant dials into it
9.6 coSpace management
9.6.1 Deleting a coSpace

Click ‘Delete Selected”

What happens when you delete a coSpace?
•
It depends….
•
If Acano Manager created the coSpace, the coSpace is deleted from the Acano Server
and from Acano Manager (because Acano Manager is deemed to be the authority on
things created using Acano Manager)
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
If the coSpace was created on the Acano Server (either via an LDAP import or as a result of
a user creating it via their Acano Client), Acano Manager simply deletes the coSpace from
Acano Manager’s current view of the world
•
If, sometime later, Acano Manager receives events from the coSpace, it will re-discover
the current state if the coSpace and present that information to user
9.6.2 Creating a coSpace

Click “Add New”

Customer

MCU; which MCU hosts this coSpace?

URI (number or name)
•
Do not include the domain
•
Correct: “garageband.coSpace”
•
Incorrect: “[email protected]”

Description

Owner

Other fields include
•
Set Audio and Video ports
•
Default from configuration settings

Default Layout

PIN #

CallId; the call identifier that identifies the call when the participant is prompted by the IVR

Instant Messenger messages can also be deleted

Which other users are members of this coSpace?
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9.7 coSpace members
Adding users as members to a coSpace


A coSpace is visible to all users defined as members
•
Acano Manager
•
Acano Client
Permissions are defined via check boxes
Use the “add” button to add more users

During the LDAP import process
•
If Acano Manager creates the coSpace, it automatically sets the owning user as a
member
•
If Acano Server creates the coSpace, it does the same
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9.8 coSpaces and scheduled calls



A coSpace exists on the Acano Server
•
It takes no resources and there can be, essentially, an infinite number
•
coSpaces last forever (or until deleted)
A Scheduled call takes place at a given time and has a duration
•
Resources are assigned(reserved) for the call
•
Scheduled calls are created on the MCU seconds before they are due to start
•
They are deleted from the MCU once they reach their end time
•
Scheduled calls can be extended (capacity and duration) at any time (assuming
resources are available)
A scheduled call can exist as a temporary coSpace or on a coSpace that already exists
•
So, you can create a call to last for 2 hours from 10.00 AM next Tuesday
•
This call can be hosted on a coSpace you already have (e.g., on “mycoSpace”)
–
In this case, the call “inherits” all properties from the coSpace
o
–
•
URI (enabling users to dial into it using a familiar URI – e.g.
“mycoSpace”)
The call is terminated at its end time; the coSpace continues to
exist as normal
OR, it will be hosted on a coSpace that Acano Manager dynamically creates and
then destroys after the call has completed
9.9 Scheduling a call – coSpace selection
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Step
Description
1
Click on +Call to start process of scheduling a new call
2
Provide the details of which customer (multi-tenanted environment) and who is the
call for (Taniya in this case)
3a
NOTE 1:
When a call is scheduled using a predefined coSpace, the basic properties for the
call are obtained from the coSpace (e.g., The Call’s URI, default layouts, capacity
etc). These can only be changed via the coSpace details page and not on the Call
3b
NOTE 2:
When you click the “Start” button on the coSpace List page, Acano Manager
essentially follows the 3b path and schedules a call on the coSpace and Starts it on
the Acano Server
Table 15: coSpace selection when scheduling a call
9.10 Call lists
Comprehensive filters for busy systems
Radio buttons to select scheduled or coSpace speed search
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9.11 Call types
Step
Description
Scheduled calls
Scheduled calls can be “hosted” on a temporary coSpace or a named
coSpace
Scheduled calls run for a period of time (e.g., 2 hours). Acano Manager
creates them on the MCU seconds before they are due to start. AM
Removes them from the MCU once they have completed
A Call’s URI (numeric Id/conference Id) assigned by Acano Manager
using either URI To/From the MCU or (when no URI range defined on
the MCU) the next key from the URI database (this might result in
conflicts with dial-plans); it is therefore recommended that MCUs have
URI ranges defined
coSpaces (VMRs)
coSpaces can be permanent (always running on MCU) or “on demand”.
coSpace has defined URI (e.g., 1234 or “my meeting”); allows
customers to access “always on” call or for mapping gateway dialplans.
coSpaces can have defined layout, capacity etc
Calls can be scheduled on a coSpace; coSpace call will be stopped 30
seconds before scheduled call. Scheduled call will execute and expire.
coSpace will resume
Table 16: Call types
9.12 Call start modes
Step
Description
Manual
Call will be started on the MCU at “start time” but no participants will be
connected automatically by Acano Manager. The operator can connect
sites individually or via the “all” button
NOTE: a legacy “manual” mode can be configured that only starts the
call on the MCU when the first participant is connected
Automatic
The call will be started on the MCU at “start time” and any specified
endpoints will automatically be connected into the call. Should any
endpoint connect fail, Acano Manager will retry the connect 10 times
Table 17: Call start modes
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9.13 Call lifecycle
Step
Description
Call created (new call)
Somebody schedules a new call
Approval state
Approve any workflow items:
If the call requires resources that need people,
it needs approving
Assign launcher for a Meet And Greet call
Waiting for call start time. Call State = Waiting
Until call is ready to run (call start time is in the
future)
The current time is between the call’s Start and
Stop time
The call can be executed. Calls will automatically
be created on the MCU at their Start Time
Call State = Starting, Started, Terminating,
Terminated or Ready
“Auto” calls will place outbound calls to all named
Participants
Assign Monitor for a Monitor call

Call can be managed
“Manage” call is only visible in this state

Call state = “started” when running on
MCU
The Call will only appear in Calls In Progress in
this state

Call state = “terminating” when being
deleted from MCU

Call state “terminated->ready” once
deleted off MCU
Expired
The current time has passed the call’s Stop time.
Outcome details can be completed
Table 18: Call lifecycle
9.14 Notes on customer selection
The Customer selected can influence the call options displayed In several ways:

If the Customer has their own MCU[s], Calls will only be scheduled on these
•

If the Customer has premium services enabled, these will be available
•

The available MCUs will be limited to the customer’s
E.g., Meet and Greet, Monitor
In a multi-tenanted environment, the Endpoint Selection filter will pre-load to the Customer’s
•
The operator will therefore be able to select from the customer’s Endpoints by default
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•
The operator will also be able to override the Endpoint Customer Filter to select either
system wide endpoints or those from another tenant (NOTE: this will require the
appropriate ACLs to have been set – see “Operation, Provisioning and Configuration;
Access Controls”
9.15 Call scheduling process
Step
Description
Select customer
Loads cost codes; customer-specific MCUs
Select owner (who will call be billed to; owning
user links back to customer)
Contacts for owner will load; if person requesting
call is a “one off” for customer, select principal
user for customer and then overwrite “requester”
details (name, email, tel)
Select launcher (operator who will manage
call)
Can be placeholder until the day of the call
Select start time/stop time/setup
Conference name
Customer Booking Code
Allows customer to bill back to a department. Aka
“subject matter code”
Select call options
PIN, Meet and Greet, Monitor
Customer has coSpace/VMRs?
“CoSpace” or “Meeting Room” option visible;
optionally the call can be scheduled to use a
coSpace or VMR resource
Select resource requirements
Automatically derived or manually set based on
“reserved” ports for inbound participants
Select participants
Wildcard can be used *, *lon, lon; matches
system name and primary/secondary numbers
(*70 would find 81.91.99.70). ISDN and External
endpoints will prompt for a gateway and prefix to
be selected
Click next
Call scheduled; resources assigned and reserved.
If a Meet and Greet (aka Concierge), call goes to
“pending approval” state
The call layout can now be changed
Table 19: Call scheduling process
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9.16 Scheduling at VNOC
Customer selection for
Service Providers
Premium Services Selection
(enabled by settings on
Customer details page)
Time zone selection and
recurring calls
Premium MCU
selection (left
blank; system
selects)
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Term
Description
Manual
Operator controls the MCU ports assigned to the
call. This allows a maximum number of
Participants to be defined
Automatic
As Participants are selected, Acano Manager
automatically increases the number of participant
ports that will be reserved on the MCU. Automatic
is default mode. Controlled by custom text setting
“Automatic Port Selection”
Reserved inbound participants
In automatic mode, allows an operator to “hold
back” ports that will be used for participants who
dial into the call
Available inbound participants
In manual mode, operator defines the maximum
number of participants. As participants are
selected and added to the call, the ‘available
inbound’ counter drops by one
Table 20: Scheduling at VNOC terms
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9.17 Port allocation mode
Mode
Description
Manual
Adjusts ports allocated automatically; each time a
new participant is selected and added, increases
the ports required by 1 (audio or video)
Reserved Inbound ports “reserved” for incoming
participants
Ports Allocated = Selected Participants +
Reserved Inbounds
Automatic
Manually define the maximum number of ports
allocated to the call
As each “selected” participant is added, the
number of ports available for incoming
participants reduces by 1
Ports Allocated = Max Participant Value
When to use?
•
Normally use Automatic (auto)
•
Use Manual when fixed call size is
required
•
Default mode can be set via Custom Text
Table 21: Port allocation mode
Pin generation, layout
and billing type
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Customer Field
Defaults to
customer selected.
For the call, Select
system-wide,
(blank), “*” (any) or
another
Customer/tenant to
include devices
from other tenants
(if the current users
ACL allows)
Filter field for Endpoint
Selection
Use wildcards to find
device names/remote
party address
e.g., *lon, *mydomain
9.18 What do the options on Call Save mean?
Term
Description
Save
Acano Manager’s resource manager attempts to
schedule the call. This will either succeed (and
the resources are committed) or generates a “no
resources” result which indicates no resources
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are available at the request time
Save and Alert
Same as “Save” but generates a “call
booked/updated” notification
Cancel
Cancels the call
Delete
Deletes the call
Manage
If the call is in a runnable state (current time is
within call start-end time), go straight to the calls
in progress page (this call only)
Template
Save the call as a template for re-use later on
Recurring
Convert the call into a recurring call
Table 22: Explanation of Call Save options
9.19 Notes on Outlook scheduling
The Outlook scheduling process is designed to be simple. It does not offer extensive options
(e.g., recurring calls). This is intentional. The idea is to keep it simple. If you need more details
on the mechanics (what talks to what, protocols, etc.) please see Section 8.2.


When the user schedules a call, they define Participants and, optionally, locations
•
Acano Manager assigns a port per participant (this might be slightly inefficient in ports
but it makes it easy for the user)
•
Acano Manager performs a lookup using the Exchange Mailbox details provided for
each location
•
It compares the mailbox against that stored (optionally) on each Endpoint
•
When it finds a match, it adds the endpoint to the named participants for the call
•
When the call starts, the endpoint will automatically be called into the call
When the user clicks ‘Make video Call’, the outlook client connects to Acano Manager and
schedules the call
•
If the call schedule is successful, the “Call Booked” event fires and the “Call Booked”
script is executed; the text generated by this is passed back to the Outlook client and
injected into the meeting text body
9.20 Scheduling a call via Outlook
This text is generated by the “Call Booked” text when the “Call booked” event fires when the call
is scheduled.
(NOTE: the “Call Updated” event fires if the call is modified; it is normally configured to run the
CallUpdated script).
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Another way for users to use Acano, includes Lync “click to call”.
9.21 How do I manage a call?
Calls In Progress provides a dashboard interface to all active calls. It is fast, tactile and
responsive.

Single call (when access via the “manage” button)

All Calls
•
Filterable by a range of options
•
MCU
•
User
•
Type (Scheduled/coSpace)
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
•
With Participants (there will be typically less of these compared to “all”)
•
By call name, reference etc.
•
Manage calls thru their active period
•
Extend the call, add/remove participants, change layouts, get statistics, etc.
Do it all from one page
9.22 Calls in progress
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Example above - Display only calls with participants (star solid)
Reduce screen clutter being displayed on busy systems

Display only Scheduled or coSpaces/VMR’s

Display only calls with participants/All/Favourites/Warnings

Display all MCU’s / with calls
TIP: check filter is clear before moving on!

Inbound participants

“known” devices
•

Acano Manager matches and displays
“Unknown” External participants
•
CLI displayed
•
On disconnect, external inbound participant will no longer be displayed in CIP (call data
records will be available)
9.23 Call layout

Select call options
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Select custom

•
Acano
•
Cisco
•
Polycom
9.24 Call layout (non Acano)

Select pane placement
(optional). Default panes will
be assigned automatically
by the MCU

Drag tha coloured box from
the participant list to the
pane in the layout
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9.25 Participant layout

Choose the required layout

Select the content to be displayed in the
pane. Clicking done results in the MCU
displaying the active speaker in the
pane. Other options (MCU specific) allow
content or named participan

On the Call Details page, click on
Participants tab

Select Default/Call or a participant-specific layout
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9.26 Participant layout (non Acano)

On the Call Details page, click on the Participants tab

Select either Family layout of a participant-specific layout (the default is the current custom
layout for the call)
9.27 Approving a call
Step
Description
Assign a launcher
Launcher is the operator (or placeholder) who will
manage the call (launch and monitor)
NOTE: Launcher needs to have one or more
endpoints associated to the operator (via User
field in Endpoint Details)
Click Approve
Acano Manager will add the launcher’s endpoint
to participant manifest for the call
Acano Manager sends a “call confirmed” alert
(and email)
Optional; set video mute state on launcher’s
endpoint
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endpoint
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Table 23: Approving a call
9.28 Changing a call’s details
MCU
Description
Acano
Acano Manager will not modify calls/coSpaces
not created by it. Calls/coSpaces created by
Acano Manager can be renamed
Codian
Start time, stop time, participants, layouts, mute
states, bandwidth can all be changed at any time.
On change, resources are checked and if
available, committed. If not available, details are
not saved and a warning message is displayed.
NOTE: A conference cannot be renamed if it is
running on the MCU (call state = Started.) Start
time cannot be changed if a call is running
RMX
As per Codian with the following exceptions:
When a call is in the Started state (e.g. active on
the MCU), the number of participants in the call
cannot be changed. The call can be stopped (via
the red Stop icon on the Calls in Progress page)
and restarted by adding one or more participants
Table 24: Changing a call’s details
9.29 Removing participants
On the Call Details page, click the Participants tab. Clicking the red *-* icon removes the
particpant from the participant manifest. If the call is active (running), the participant is
disconnected.
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9.30 Notes on time

All calls are stored in SQL as UTC
•
(new name for GMT)

Each user has a configured time zone

System has a default time zone

When scheduling a call, time zone can be defined for the call
•
Default will be time zone for the user
•
Ensure times are relative to owning user’s time

Each endpoint can have its own time zone; allows call time to be displayed relative to the
device

Time zones “know” about DST changes; let them do the work – especially internationally
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Reporting
10 Reporting
10.1 Summary

Acano Manager collects extensive data about calls

It is not a reporting platform
•
Customers can export the data and craft it as required for example, using Excel
•
Use external reporting tools; connect to Acano Manager’s SQL tables
•

NOTE: in high volume call environments, replicate the database and run the
reporting tool off the replicated copy
Acano Manager keeps the following call data:
•
Call ADR (Accounting Data Records); a copy of all details for a call
•
Participant ADR; each participant join a call
•
Call Quality ADR; packet loss and codec details
•
Audit trail; which user performed which command on each call
10.2 CDR/Billing data marble diagram
The following marble diagram shows a sequence of events across the top;

A call is scheduled

Some time later, the call is updated

Some time later, the call starts on the MCU and a “call started” event fires

Participants start to join the call

Participants leave and eventually the call is terminated on the MCU

After the call has completed, an Operator updates the call’s Outcome
The vertical arrows show where data from each event is written.

The Call ADR table

The Participant ADR table

The Call Quality table
The term “marble diagram” has been borrowed from the world of Reactive Programming.
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Reporting
10.3 Activity reports

High level metrics e.g. System Call Minutes/month

MCU time, # Call Legs, etc
•
Single span – all range
•
Frequency – per month, per week etc.
10.4 Call data records (also known as Accounting data records)
These reports include comprehensive filters.
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Reporting
The screen provides a summary. Export to see the detail.
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Reporting
10.5 Call quality
10.6 MCU port usage
Filter what you need to see first.
In systems with multiple MCUs it is possible to display port usage as combined or per MCU.
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Reporting

Split axis – used and requested
Where the values in a data range vary, as in the values for ports requested (0-40) and ports
used (0-5) splitting the axis allows both data sets to be displayed meaningfully on the same
report.
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Reporting

NOTE: This graph shows an example of a busy system with little down time. The gap shows
the difference between booked and used ports.
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Reporting
10.7 Call summary data
Call summary data can be displayed in several ways;

By owner

By MCU

By endpoint
By owner
By MCU
By endpoint
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Reporting
10.8 Cancelled calls
A call can be cancelled. A cancelled call will not execute but the resources assigned to the call
are preserved. Operators can cancel a call if they think a user might change their mind.
Cancelled calls can be reinstated.
10.9 Cancelled call report
10.10 No shows
No show calls are ones that started but no-one joined. After 15 mins the call is stopped and the
resources are released. A message is sent to the call owner.
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Reporting
10.11 Custom no show time
Using custom text you can enter the period of time after which, if no-one joins the call, the call is
cancelled and an alert is sent to the call owner.
10.12 Alerts - on screen summary
This page displays an on screen summary of the most recent alerts.
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Reporting
10.13 Alerts - configured by user profile
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10.14 Audit records
Audit records show who did what and when. They are a useful tool in the following scenarios:

Query issue resolution

Triage


Process improvements
Compliance Tool
•
e.g. for banks
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Billing
11 Billing
Acano Manager produces billing data that can be passed to a billing/invoicing application.
11.1 Summary
1. Set up a Billing record for customer (endpoints may have endpoint specific rates)
2. Set up Call outcomes
NOTE: when an endpoint has rate values, these take precedence over those defined at the
customer level.
Daily operations
1. Call executes
2. Operator updates Call outcomes and reviews billing rates
3. End of day/month reports run – analysis of SLA / performance
11.2 Call outcome configuration
An administrator can add a new Call outcome type.
11.3 Setting the cost of calls at the customer level
The cost of calls can be set when the customer is added. This defines default rates for activity
on this customer.
NOTE: charges can be overridden at the user and endpoint level. These values take
precedence over defaults at the customer level.
All values are per hour.
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Billing
11.3.1 Inclusive video and audio ports
In some environments, it is desirable to define “inclusive” ports as part of a customer’s package.
When usage exceeds these limits, participants are billed as normal.
When a new participant joins a call, Acano Manager checks the current port usage for the
customer.

If the customer is defined to have no “inclusive” ports, the participant is billed at the rate
defined by the customer (or the endpoint)

If the customer has “inclusive” ports and if the number of active ports being consumed is
less that the customers “inclusive”, the participant is marked as zero-rated

If the customer has “inclusive” ports and if the number of active ports being consumed is
greater that the customers “inclusive” limit, the participant is billed a the customer (or
endpoint) rate
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Billing
11.4 Call outcomes
On call completion, Operators can use the text area to record information about the call and the
type of outcome. Alerts can be raised on “negative”events.
NOTE:
Rate fields and values can be manually updated (if required) e.g. “other” charge can be added.
The call “outcome” tab is present on the Call Details page when the Billing option is enabled.
The “other” column allows the operator to add additional charges to a participant.
If a participant leaves the call and rejoins and entry will exist for each call leg. When the data is
eventually exported, the records are consolidated onto a single record.
11.5 Call outcome report
The call outcome report allows the operator to check the outcome data in preparation for the
billing export.
“Billing exception” allows calls to be marked (and then searched, checked and corrected) where
a non-standard billing entry was defined.
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11.6 Call outcome sample
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11.7 Billing export preparation
Steps.
1. Set Time Period filters & set Customer
2. Refine Filter with Billing exceptions
3. Ignore short calls (<5 minutes)
4. Select Export – .csv file exported into Excel
11.8 Sample billing export
There are 24 columns of data which are imported to the billing engine to create invoices.
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Billing
11.9 Non-billable/pre-paid option
The “non-billable” report is used to check that revenue isn’t being lost to calls set, unexpectedly,
as non-billable.
The “pre-paid” report is used to check for unexpected revenue loss by calls unexpectedly set to
pre-paid.
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Appendix A
Appendix A Frequently Used Terms
User Type
Role
Administrator
System Management (can create MCU’s, Gateways,
ACLs)
Call Scheduling
Can act as an operator for a call
Operator
Call scheduling
Can act as an operator for a call
User
Account for
Optionally:
billing

Self-service login

Schedule their own calls

Manage their own calls
Owner
The owner for the call. Who gets billed
Launcher
The operator who will manage a call
Meet and Greet Call
Call option (enabled via customer). Operator initially joins
the call, making sure everything is working then leaves;
Acano Manager adds the launcher’s endpoint to the call’s
participants
Monitor Call
The call is listed in the “Monitor” list. Monitoring enables
visual checking of the call. Used for “Attended” mode calls.
The operator needs to select and add their endpoint to the
call
Alert
This is an Acano Manager event (e.g. call started, ended,
booked etc. The alert is optionally displayed in the Alert
panel and sent as an email
Table 25: Table of frequently used terms
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Appendix B
Appendix B Useful Tips
How to raise a support ticket
Via email to Acano ([email protected])
Using filters within Acano Manager
Large systems can contain a great deal of data. System filters enable you to:

Select

Expand and minimize the section
•
Free up screen space

Blue dots indicate that the filter has changed from the defaults

“Auto complete” text boxes
•
* = “lists all values”

Ion; find all matches starting with “Ion”

*Ion; find all matches containing “Ion”
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Copyright
© 2014 Acano (UK) Ltd. All rights reserved.
This document is provided for information purposes only and its contents are subject to change without notice. This document may
not be reproduced or transmitted in any form or by any means, for any purpose other than the recipient’s personal use, without our
prior written permission.
Acano and coSpace are trademarks of Acano. Other names may be trademarks of their respective owners.
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