https://www.ouhsc.edu/at/Videoconferencing.aspx Parent Page: Videoconferencing id: 7624 Active Page: Support Tier 1 Issue Reporting, Troubleshooting and Tracking Spreadsheetid:19613

OUHSC Videoconferencing Support Tier 1 Issue Reporting, Troubleshooting and Tracking Spreadsheet

Current workflow for a videoconferencing issue(s) (adopted by Turnpike Team):

  1. College/Department vc (videoconferencing) support Tier 1 has reports of videoconferencing issue(s).  Tier 1 records dates, times, detailed description of issue(s) using the "Tracking Spreadsheet for VC Issues" below.
  2. College/Department vc support Tier 1 alerts VI (Video Infrastructure) Tier 2s (stormy-barnes@ouhsc.edu, jerry-walker@ouhsc.edu & stephen-graham@ouhsc.edu, jose-a-rodriguez@ouhsc.edu) of issue(s) and their commencement of troubleshooting processes via email. 
  3. College/Department vc support Tier 1 verifies the following:
    1. Polycom endpoint configuration settings have not changed and the software is current.
    2. Polycom endpoint LAN Speed and Duplex Mode is configured to negotiate at 100/Full Duplex.
    3. Open a ticket with HSC IT and ask them to verify switch port is set to negotiate at 100/Full Duplex. (If yes, see 3.i.a.)
      1. Ask HSC IT to check switch port for Runts and CRC errors.
  4. College/Department vc support Tier 1 contacts distant site to schedule call testing to replicate issue(s).  When the Polycom endpoint is located in Tulsa, see 4.i.-4.iii.
    1. Contact OU Tulsa-AT/OU Tulsa-IT support line (918)660-3812 or their mobile line (918)830-1027 for vc support Tier 1.  stephen-graham@ouhsc.edu (918)660-3534 and jose-a-rodriguez@ouhsc.edu (918)660-3857 are the VI Tier 2 support personnel in Tulsa.
    2. Ask OU Tulsa support personnel to perform steps 3.i.-3.iii at their earliest convenience.
    3. Schedule a test call.
  5. College/Department vc support Tier 1 will login to the Polycom RealPresence DMA 7000 (Gatekeeper) and roll the DMA 7000 "System Log Files".  Go to "Admin | System Log Files" and select "Roll Logs".  Select the "Cluster name:" that is displayed and click "OK".  This is in preparation for placing any test calls should SKC Communications or Polycom require the DMA 7000 logs in addition to any endpoint CDR for analysis.
  6. College/Department vc support Tier 1 places test call with distant site trying to replicate the issue(s).  They still record the dates, times, detailed description of the test call using the "Tracking Spreadsheet for VC Issues" below; additionaly, they download the CDR from their Polycom endpoint while requesting CDR(s) from other Polycom endpoints in the call.
  7. College/Department vc support Tier 1 emails VI (Video Infrastructure) Tier 2s with results and opens ticket with SKC Communications (800)882-7779 Opt.2 providing them details and logs of test call(s).  Please notify SKC Communications that you rolled the DMA 7000 "System Log Files" before placing the test call.
  8. College/Department vc support Tier 1 runs ticket with SKC Communications and schedules time with a VI Tier 2 for access to any VI resources the Tier 1 does not have access to that SKC or Polycom might request.  The College/ Department vc support Tier 1 will remain the owner of the support ticket until a Tier 2 assumes ownership.