Accessibility Skip to content

Cloud Services

Polycom Device Management Service

Escalation Requirements

Information Needed  

Affected Portion of the System

  1. API Functionality
    • Reboot / Restart
    • Get Configuration
    • Etc.
  2. Cloud Relay
    • Online / Offline
  3. Upgrades
    • Profiles
    • Software Available
Detailed Problem Description The problem description should include a clear explanation of what is being attempted, and how it fails. Include the results of any troubleshooting that you have done.

Example: Unable to see previously added software under Management Agent Device Image page in PDMS-E.
Cloud Service Information
  • Your Tenant ID: (get it from PDMS-E > Provisioning Settings > Address).
  • Your Account ID: (get it from cloud services > administration > account details).
  • The user account you are using to sign in to PDMS.
  • Time and date when the issue occurred.

 

Files Needed:  

Ethernet Traces when there is a Suspect Network Issue

Ethernet traces are essential in helping resolve suspect network related issues, such as connection issues, scheduling issues, audio/video quality issues etc. Please be sure to notate the IP addresses of all hardware involved when providing a trace.

Endpoint Logs (if an endpoint is involved)

The Endpoint logs are downloadable via the web interface of the suspect codec. (Please see escalation requirements for the specific endpoint).

Phone Logs (if a phone is involved)

The phone logs are downloadable via the web interface of the suspect phone. (Please see escalation requirements for the specific phone).

Screenshots of the Issue or Error

A snapshot of the error in question.

Details Regarding Web Browsers IE, Chrome, etc. and their version.

Serial Number Location

PDMS-E license information can be found in https://console.plcm.cloud  > Administration > Licenses.

RealConnect for Teams (O365)

Escalation Requirements

Information Needed  

Affected Portion of the System

  1. Call Connection / Disconnection
  2. Content Issues
  3. Quality
    • Audio / Video / Content
  4. OTD
    • CloudRelay
Detailed Problem Description The problem description should include a clear explanation of what is being attempted, and how it fails. Include the results of any troubleshooting that you have done.

Example: Calls are dropping from RC for MSFT Teams conference at the same time (8:10 AM GMT -5) every day.
Cloud Service Information
  • Tenant ID:
    • Located on https://webapp.plcm.vc under Polycom ID
  • Registered domain
  • User email attempting to sign in
  • Time and date of when the issue occurred

 

Files Needed:  

Ethernet Traces when there is a Suspect Network Issue

Ethernet traces are essential in helping resolve suspect network related issues, such as connection issues, scheduling issues, audio/video quality issues etc. Please be sure to notate the IP addresses of all hardware involved when providing a trace.

Endpoint Logs (if an endpoint is involved)

The Endpoint logs are downloadable via the web interface of the suspect codec. (Please see escalation requirements for the specific endpoint).

Phone Logs (if a phone is involved)

The phone logs are downloadable via the web interface of the suspect phone. (Please see escalation requirements for the specific phone).

Screenshots of the Issue or Error

A snapshot of the error in question.

Details Regarding Web Browsers IE, Chrome, etc. and their version.

Serial Number Location

RealConnect Service license information can be found in https://webapp.plcm.vc under License Key.

Cloud OTD

Escalation Requirements

Information Needed  

Affected Portion of the System

  1. Call Connection / Disconnection
  2. CloudRelay
Detailed Problem Description The problem description should include a clear explanation of what is being attempted, and how it fails. Include the results of any troubleshooting that you have done.

Example: No Join button when scheduling a Meeting. eg: RC for MS Teams, WebEx, Zoom, etc.
Cloud Service Information
  • Tenant ID:
    • Located on https://webapp.plcm.vc under Polycom ID
  • Registered domain
  • User email attempting to sign in
  • Time and date of when the issue occurred

 

Files Needed:  

Ethernet Traces when there is a Suspect Network Issue

Ethernet traces are essential in helping resolve suspect network related issues, such as connection issues, scheduling issues, audio/video quality issues etc. Please be sure to notate the IP addresses of all hardware involved when providing a trace.

Endpoint Logs (if an endpoint is involved)

The Endpoint logs are downloadable via the web interface of the suspect codec. (Please see escalation requirements for the specific endpoint).

Phone Logs (if a phone is involved)

The phone logs are downloadable via the web interface of the suspect phone. (Please see escalation requirements for the specific phone).

Screenshots of the Issue or Error

A snapshot of the error in question.

Details Regarding Web Browsers IE, Chrome, etc. and their version.

Serial Number Location

OTD license information can be found in https://webapp.plcm.vc under License Key