As of August 29, 2022, HP Inc. completed the acquisition of Poly. For HP product support, please visit the HP Customer Support site.
Polycom Device Management Service
Escalation Requirements
| Information Needed | |
|---|---|
Affected Portion of the System |
|
| 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 |
|
| 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 |
|
| 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 |
|
| 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 |
|
| 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 |
|
| 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